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Can I get a straight answer on my order placed on 9/13, please?

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Frequent Visitor

Can I get a straight answer on my order placed on 9/13, please?

Placed order on 9/13 for a Galaxy S7 and iPhone 7 plus (said they were in stock at time of order). It is now 10/5 and no phones, no tracking information, $127 taken from my credit card, and conflicting responses from customer service.

I was told by one rep that the S7 was on back order, and will be arriving soon. I then contacted another rep who told me they have 'escalated' and 'prioritized' my order, and that I would receive tracking information within 24 hours (this was at least a week ago). Another rep told me the S7 is now phased out and I would receive a credit back to my account within 30 days. I then called to cancel my request for the phones and they said that I will receive tracking information for both phones within 24 hours. Can someone on this site please help me out?

Official Employee

Re: Can I get a straight answer on my order placed on 9/13, please?

 

joshtjohnson, I am responding to you on our private message thread. I'll leave an update there. 

 

KenF


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Frequent Visitor

Re: Can I get a straight answer on my order placed on 9/13, please?

I got ahold of a really helpful customer service rep (finally found one! lol) who did the research and told me that Xfinity Mobile stopped replinishing the Galaxy S7 inventory around late July 2017. I would advise anyone that is waiting in lala land for the Galaxy S7 to call in, cancel your order, and choose a different phone. Since I originally ordered my phone during the $200 discount promotion that ended late Spetember, I was promised that I would begin receiving credits on my bill to honor this discount.

Official Employee

Re: Can I get a straight answer on my order placed on 9/13, please?

I'm glad you were able to get the answers you needed. Post again if you need additional help.


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Was your question answered? Mark the post as Best Answer!