Collin G.
I ordered a phone and received an empty box... AND the run-around!
I ordered two phones, an S24 and a Razr almost two weeks ago. A couple of days later, 2 boxes arrived. 1 had a phone in it, the one with the S24 was taped up but empty. When I called customer service, I was informed that they were creating a service ticket and that I would receive an email in 24-48 hours. I did not. I then called back. The customer service rep apologized and told me that the ticket had been filed and that I would receive an email in 24-48 hours. I did not. I then called back AGAIN. This rep then told me that the reason that I had not received an update was because the phone that I originally ordered was not in stock anymore. When I asked what the solution was, she told me that I would just have to wait until it came in stock and that they would email me when they shipped it. I told her that that was not an acceptable solution, and asked what other options there were to solve this issue. She said that she can initiate an order from my local Xfinity office so that I can just go pick it up and that they have it in stock. I agreed. I was in the area, so I decided to stop by the office to see if this claim had actually been made and if they could give me my phone. The manager of the office informed me that that was not even a possibility because they cannot give me a phone from their inventory for a digital order that was not fulfilled. So, I was lied to. I called back AGAIN. This rep then commenced to tell me that I needed a police report for them to even BEGIN the process of reissuing my phone. After FOUR CALLS this is the first time I was informed of this. I told her that that was ridiculous. I have to go to a police department, file a report, and wait ANOTHER 3-5 days to even receive it before I can send it in. The rep continued to tell me that this is the process and that "she understands my frustation..." NO YOU DON'T! Because if you did, you would make it right. I conceded to filing the report, and asked where i have to send it to. She told me that I would receive an email.... in 24-48 hours! I am absolutely done with Xfinity. This is by and far the WORST customer service experience I have ever had with ANY company. Rather than launch an investigation into who is stealing phones from paying customers, which is CLEARLY a recurring theme, judging from these forums, they put the burden on the customer and make them wait WEEKS, giving us the run-around and not providing any solutions. I will never recommend Xfinity to any person looking for a new cellular service, and as soon as this process is done, I will be finding another provider that cares about the people that put money in their pockets.