@dms1008 wrote:
Thank you. Did call and after 45 mins they said yes, it did not ship and I can expect it on Friday. So I said I needed to cancel my order explaining that I was told both in the store and over the phone that I would definitely have it by Thursday even with holiday. He said they cannot cancel the order over the phone. Which seems strange to me. But he said I would have to wait until it delivers and then return it for a refund. I hope this is true as I bought an unlocked iPhone at Best Buy. Oh and that took me less than 5 minutes to do! So much wasted time with Xfinity both at the store and on the phone.
I wouldn't put too much faith into first line CSRs (esp. those that tell you good evening when it is in the early morning) as AFAIK they will say whatever that is convenient for them (to get you to either hang up or continue to put up with what comcast would like), if you do not comply right away, many will simply hang up and have you make another call (and be on hold for another few hours waiting for a live preson). Sadly, on top of that most CSRs and even some supervisors don't even know how to help even if they are willing to (see 1st point, they are not).
That's exactly why once you tell them you wanted to cancel, they'll say "it will magically arrive earlier" and there's "no way" they can help either to expedite, cancel or refund. Nothing strange here.
Just watch the numerous youtube videos on Comcast CSR call recordings to get an idea and to enjoy some laughter (might not really be that fun when you are the victim, I've been there and know the feeling).
btw. I'd simply BBB if you want some chance of a reasonable person to review the issue and refund since you had to choose an alternative due to their slow shipping. Otherwise you'll likely waste days being led by the CSRs to run in circles among them.
Good luck!
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