Sent damaged phone

[rutherfords01]

We started an Xfinity mobile plan in June 2019. Two of the phones we had purchased had to come by mail, and arrived one week later. When activating the phones, we noticed one of the phones had a nice large scratch in the screen. We had already turned off the current plan we were on before we noticed the scratch, and when we contacted Xfinity, they set up a case number and referred us to FedEx who shipped the phone. So sum up our experience, it is now October 2019 and we have had hours of calls back and forth from Xfinity whom keep give us new case numbers and telling us to contact FedEx (whom doesn’t deal with customers with issues like this and only the business the phone was sent from). We still have a broken IPhone which we are paying for each month, HOURS of phone conversations with Xfinity, and no solution. We also have have multiple case number (they make us start a new one after every phone call because they can’t seem to find ours), a damaged phone, representatives that keep referring us to the wrong place, and many unresolved apologies. Wondering if anyone had experienced this? Or knows a different way to handle this, as we seem to not be making any progress.

[rutherfords01]

just to add to the above, we just got off the phone after being on there for 2 1/2 hours.  We find out the the 2nd case number that Xfinity created for our damaged phone was closed out after a week.  Not one time has Xfinity contacted us regarding the damaged phone in the 4 months we have been trying to resolve this and now I find out that they closed the case out.  The 3rd manager I spoke to today was all over the place - first he says we waited too long to file the claim (we filed two days after the phone arrived at our home when we opened and found the damage), then he says they sent our claim to the wrong department, then he says we need to file a claim with Fed X, then he says they cannot do anything for us because they did not ship a damaged phone, then he says he will give us $200. so we can get the screen repaired.  I really just want a replacement phone.  We purchased at $600 a new phone and we should have a damage free phone.  According to the "Customer Service Committment" we should have been given a new phone right away, so much for that committment.