Xfinity Mobile return/exchange policy

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Oct 17, 2017
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#1
I recently joined xfinity mobile's new mobile phone program. I purchased a new iphone 7s from them and then decided that I would prefer the smaller size. I attempted to exchange the phone well within the 30 day period and- while I was eventually sucessful (through I didn't get exactly what I wanted), it took two trips to the store and eight phone calls- with each customer service person giving me different reasons why they couldn't exchange the phone and in one case telling me they had ordered it for me when in fact they hadn't.
In the end, after a two hour visit to the store, I finally managed to get a phone I'm happy with, but I want to reach out to customer service and let them know about my experience.
Who would be the best person to contact? I see the email for the vice president of customer service for Comcast on this site, but don't know if that would apply to the Mobile service as well. Any advice? Thanks in advance
 

jsn55

Verified Member
Dec 26, 2014
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#2
I would say that the VP of Custumer Service is exactly who you wish to communicate with. If s/he needs to forward your letter, it will get done. I wish everyone would take the time like you are to let companies know about good and bad service.
 
#3
Just an FYI to anyone reading this and considering Xfinity as a cell phone provider. Think twice, then walk away. I have unfortunately been a customer of Comcast/Xfinity for about 10 years for cable/internet service [I have no other choice in my community], and their customer service is about the worst I have encountered in almost any and every situation. Just one mans opinion of course, but check out the reviews of Comcast [which is Xfinity] on the web.
 
Oct 17, 2017
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#4
Thanks! I just sent them a polite email describing my experience. I'll report back what they say. FWIW- I've been happy with the cell coverage and the price is good, but yeah-it feels like this cell service isn't quite ready for prime time yet.
 
Likes: Neil Maley
May 17, 2016
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#5
Just an FYI to anyone reading this and considering Xfinity as a cell phone provider. Think twice, then walk away. I have unfortunately been a customer of Comcast/Xfinity for about 10 years for cable/internet service [I have no other choice in my community], and their customer service is about the worst I have encountered in almost any and every situation. Just one mans opinion of course, but check out the reviews of Comcast [which is Xfinity] on the web.
I'm in total agreement with you. I am also a captive customer (victim?) because of a contract with our HOA and no real competition, and have experienced the world's lousiest customer "service"--nothing but lies and disdain. I would never willingly do business with them.
 
Likes: KennyG
Oct 17, 2017
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#6
I just wanted to follow up on this in case anyone has a similar experience. Within 2 days of contacting xfinity's customer service, I was contacted by a "tier 2 specialist". This person was sympathetic to my experience and indicated that my complaint would be useful for training in the future.

He also offered to get me the original phone I had wanted when I started this process, but hadn't been able to get due to its being back ordered. He was able to order and send me the phone and walk me through setting it up in a timely manner. Once I had this contact, things went very smoothly and I'm glad I got the phone I wanted.

I know everyone has bad experiences with Comcast, (myself included), but will say that for the most part the people I dealt with were friendly and trying to be helpful, but were up against a system that was confusing and inconsistent. I hope they can get that straightened out.
 
May 17, 2016
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#7
Time will tell, but I wouldn't bet on continuing friendliness once they've got your money and your signature on the contract.
 
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