At the moment, I'm pretty disappointed with Xfinity as a and based on the customer service story I have to share, I cannot recommend them at this time.
My wife and I were lured to Xfinity on Jan 1, 2025 explicity because of being able to get a trade-in value on each of our perfectly good iPhones. At the time, my wife and I both had iPhone 12 Pro 256Gb models in perfect shape. The trade-in amount at the time was $600.00 spread over monthly payments, equaling $25/month. It all started off fine. We got set up and left with new phones, reset our old phones, and within a few days boxed up our old iPhones separately and sent them off to Xfinity (really their 3rd party Assurance/Assurant). The phones appeared to have been received and inspected fairly quickly according to information I am now aware of. Later, I'll find out my wife's phone was accepted, and application of the promotional amount has begun; this was hidden to me for some time, but now I can confirm it is applied to our monthly payments.
My Phone - Oh, boy!!! that's a different story altogether. Toward the end of January or beginning of February, I got a notification from Xfinity my phone was being rejected. I thought it strange and because at the beginning I couldn't tell if my wife's old phone was rejected as well, but I KNEW they were in great shape. So, instantly I thought I screwed up and put them in the wrong box on accident because the website told me it was a serial number mismatch. Since I thought that was odd but I got in touch with customer service to check in on it to see if the boxes got mixed up. Nope not it. In fact, customer service is severly limited in what they have information on, but that's a whole 'nother story. Initially, they couldn't actually tell me what was wrong and how we could fix it.
I turns out after being on the chat box and the phone for LITERALLY around 8 hours, I finally got someone that could offer some insight into things. I don't know why the first SEVERAL people were nearly worthless, but for the most part they were, or it was an accent barrier that we couldn't understand each other. During my most recent nearly 2 hour conversation with a representative named Irish from the Philippines (supposedly), who was actually very pleaseant to talk to, I finally was able to see this customer service agent could understand the error. What I will say though is just as frustrating for a customer service experience and I think you'll agree.
So here's what happened - we found the serial number was actually not an exact match, as reported by Assurance. I received my old phone earlier that day and reinitialized it so I could get the IMEI out of it directly. Where did it go wrong one might ask, and how can we fix this? First, don't bother - Xfinity doesn't care, and wont fix it. Anyway, while talking with Irish, I explained that the sales rep at the Xfinity Mobile store is the one that entered the necessary information from our phones into their system with their tablet. In fact he had to enter all of the information a few times because the system crashed on him twice. The fact that a member of their own company entered the information incorrectly doesn't seem to matter to Xfinity. They operate their trade in system as a way to F*&^ their new customers, even if the mistake was made by one of their own - one digit, and it wasn't even my mistake.
To make things worse, the system doesn't let you just start a new trade in between the new phone and the one you traded in with the correct number. NOOOOO. That would be too simple. What the rep wanted me to do was send my new phone back in, then they'd send me a new phone in it's place, and start a trade in off of that "new, new phone." I was very hesitant to do that because it was also going to lose my phone number I've had for nearly 15 years, but they could "recover" it - I'd imagine most people would insert the word "hopefully" in there. The proof is in the pudding. Anyway, I started to go along with this because it seemed like it was going to be the only way I'd get the $600 phone trade-in credit. EXCEPT, once she entered information asking what color and memory I wanted in the new iPhone, THEN she told me that the system would ONLY allow a $350 trade in credit now. I got a LITTLE mad at this point, because I signed up for these new accounts when the trade in amount was $600, and a member of their personnel made the honest mistake. A normal company with good customer service would understand the situation and if necessary get management approval to take care of things on the spot, recognizing the importance of correcting their mistakes. Some would call it accountability, and just doing good business.
There's more to it, but Yelp wont let me include. read more
