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Xfinity Won’t Exchange My Phone

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Xfinity Won’t Exchange My Phone

Today I purchased a new Iphone from a Xfinity Store. Went back the same day wanting to exchange the phone for a different color and was told I was unable to because I paid for the phone in full. They can only make exchanges if I was paying it on a monthly basis. As usual no one in store was unable to give me a reason why or helped find a solution. Has anyone have a similar situation happen or found a solution to this?

Re: Xfinity Won’t Exchange My Phone

I have never heard of that explanation.  According to Xfinity's Website "

If you wish to return or exchange for any reason, we want to help you take care of it as quickly as possible.

You have 14 days from when your device was shipped (or purchased in a retail store) to initiate a return or exchange. The device must be activated before being returned."


I would go back to the store and talk to the manager.  If need be, return the iphone and purchase the model you want.  If all else fails, if you purchased it with a credit card you can dispute the charge and many credit cards have return protection which extends the return period.  

Official Employee

Re: Xfinity Won’t Exchange My Phone

Hello Espali,


Thanks for bringing this to our attention.  Gladly, I’ll provide further direction on this matter.  MEGEDH is correct in that our policy provides a Buyer’s remorse period of 14 days.  Speaking with the store manager is also a valid recommendation.


It is also possible to send us the phone back and await the grading of the device process to take place before we would be able to issue a reimbursement for your purchase.  If you were to send us the device back, I would assist in creating a shipping label for you.


If you were to send us the device back, we would need to make sure that you can qualify and get a new phone on a device payment plan in case you were not able to pay for the new device in full again.


Please keep in mind that I would first need to confirm the date of purchase to find out if the device is still within the Buyer’s Remorse period.  Secondly, we would need to wait for the device to be received by our warehouse.  Finally, the device grading period could take 1-2 weeks after that.


Let me know if you have any other questions.  If you need me to look into the account please provide the following in a private message by clicking on my name ComcastChrisL, and then selecting the blue send message button from my profile page;


First and last name, the mobile number, the full service address, and the last 4 digits of the stored payment method on file.




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