New box got not new

Has anyone went and got a new box from one of the stores and it’s all beat to hell and looks used cause it happened to me today and super upset about it

Responses

Accepted Solution

XfinityBrie

Administrator

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671 Messages

3 years ago

Hi there @user_910cdf

All equipment is sent through our warehouse for refurbishment and quality testing however from experience myself, I have received a piece of equipment that was less than perfect to say the least.

In those situations we're always more than happy to replace a piece of equipment as well as send feedback to the store location to have them check through their inventory and send back any defective equipment.

To my knowledge the only devices we have available that are new right out of manufacturing would be the XB8 Gateway (which have limited availability) and some of the Xi6 4K Wireless Cable boxes, as they're the newest device models to be released.

Throughout 2022 we will also be retiring certain equipment models--impacted customers will receive notices on their monthly statements regarding this change. This will really only impact Non-X1 (also known as Legacy) customers.

I can have a different device sent out to you if you'd like.

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user_910cdf

Visitor

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2 Messages

@XfinityBrie thank you so much for taking the time to answer. I honestly Did not know that so it was good to learn from. They are sending someone out since I upgraded And have been having lots of troubles they want to have someone hands on look but I very Much appreciate your offer thank you so much

3 years ago

0

XfinityRay

Official Employee

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2.8K Messages

I am glad to hear that someone is coming out since you have had additional problems, @user_910cdf. We will give this some time for our Technician to come out and for you to use the service a bit and check back in with you next week to see how things are going. We want to ensure things are working perfectly before we let you go.

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I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

3 years ago

0

XfinityRay

Official Employee

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2.8K Messages

Hello, @user_910cdf. I wanted to check in and see how your visit went. Is your service working better and is the equipment changed out?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

3 years ago

0

flaboy

Contributor

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153 Messages

3 years ago

Happens all the time. Comcast is big on refurbishing equipment. When I go to the store and get any device that's shrink wrapped, I will check it out in my car before I leave. If it's dented, scratched, chipped or appears damaged in any way, I go right back into the store and get a different unit. My TV and main computers are in my living room and I don't want to have a "piece of junk" on display. Actually, I don't want a beat up device on display in any room, regardless of how much I pay Comcast every month.

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MNtundraRET

Gold Problem Solver

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5.9K Messages

3 years ago

I have been with cable since 1974. I don't think I ever got a box packaged as new. No way to tell if new.

0

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user_910cdf

New box got not new

XfinityBrie

user_910cdf

XfinityRay

XfinityRay

flaboy

MNtundraRET

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