iPhone 14 Pro Unable to return phones purchased through Xfinity Mobile?

[jm31828]

I am with Xfinity Mobile, and chose the option to upgrade my existing phone to an iPhone 14 Pro due to the $400 discount they were offering.

For a variety of reasons, I chose to return that phone. I went to the store and they set up the return, said I'd get a return shipping label, but never did. After some back and forth with customer service, they told me that if you buy a phone as an upgrade (not a swap, no need to send the old phone in- but a new phone to replace existing on an existing line) that it cannot be returned.

Has anyone else experienced this to know if it's true or if I am getting misinformation?

Thanks!

 

[EDH667]

I am with Xfinity Mobile, and chose the option to upgrade my existing phone to an iPhone 14 Pro due to the $400 discount they were offering.

For a variety of reasons, I chose to return that phone. I went to the store and they set up the return, said I'd get a return shipping label, but never did. After some back and forth with customer service, they told me that if you buy a phone as an upgrade (not a swap, no need to send the old phone in- but a new phone to replace existing on an existing line) that it cannot be returned.

Has anyone else experienced this to know if it's true or if I am getting misinformation?

Thanks!

You have 14 days from when your device was shipped to return your iPhone for any reason. Here is a link for the return process. https://www.xfinity.com/mobile/support/article/returns-and-exchanges
I would call 611 and talk to customer service for them to set up the return.

 

[jm31828]

You have 14 days from when your device was shipped to return your iPhone for any reason. Here is a link for the return process. https://www.xfinity.com/mobile/support/article/returns-and-exchanges
I would call 611 and talk to customer service for them to set up the return.

The problem is I have talked to customer service on multiple occasions- finally got to advanced support today and this is what they said.
They said when purchasing a phone as an upgrade from one on an existing line, the return policy is not in effect- that the phone cannot be returned.

Odd thing is I already got the refund on my sales tax and first month’s payment after my initial visit to the xfinity store to initiate the return.

Sounds like a bogus story, doesn’t it?

I may either need to go back into the store, or just hope the situation is so messed up that I now have a free phone I can keep. Lol

 

[EDH667]

The problem is I have talked to customer service on multiple occasions- finally got to advanced support today and this is what they said.
They said when purchasing a phone as an upgrade from one on an existing line, the return policy is not in effect- that the phone cannot be returned.

Odd thing is I already got the refund on my sales tax and first month’s payment after my initial visit to the xfinity store to initiate the return.

Sounds like a bogus story, doesn’t it?

I may either need to go back into the store, or just hope the situation is so messed up that I now have a free phone I can keep. Lol

If that was the case, It would be specifically stated in their return policy and you would see thousands of complaints on MacRumors. Their only stipulation is that the phone must be activated before being returned.

 

[golftime]

Advanced support needs to show you in writing where it states the return policy does not apply to iphone upgrades. Their just saying it doesn't make it so. Xfinity is a terribly run company.

 

[silksonic]

If contacting the regular customer service takes you nowhere, try to contact the executives by email listed here:

Comcast Customer Service Contacts

Contact Comcast customer service for your customer service needs. Reach out via phone, email, or social media.

www.elliott.org

Comcast/Xfinity Mobile failed to honor the gift cards that I qualified for when I ported in new lines. After several unsuccessful attempts to resolve the issue with the first- and second-line CS reps, I shot an email to one of the executives on that list. The next day, I got a call from a member of the special team that dealt with complaints filed at the executive level. I got my gift cards within two weeks.

If you do get a positive result with this route, you might want to consider making a donation to elliott.org. I think it's a wonderful consumer advocacy organization that doesn't get enough publicity.

Good luck!

 

[jm31828]

If contacting the regular customer service takes you nowhere, try to contact the executives by email listed here:

Comcast Customer Service Contacts

Contact Comcast customer service for your customer service needs. Reach out via phone, email, or social media.

www.elliott.org

Comcast/Xfinity Mobile failed to honor the gift cards that I qualified for when I ported in new lines. After several unsuccessful attempts to resolve the issue with the first- and second-line CS reps, I shot an email to one of the executives on that list. The next day, I got a call from a member of the special team that dealt with complaints filed at the executive level. I got my gift cards within two weeks.

If you do get a positive result with this route, you might want to consider making a donation to elliott.org. I think it's a wonderful consumer advocacy organization that doesn't get enough publicity.

Good luck!

Thanks for the response and the advice!
What about going back into the local store- I have thought about that, as they are generally much better and more knowledgeable than the people on the phone.

But your idea is a good one, I may do that.

Secondly- as noted I got that refund of my sales tax and first month's payment. And, in my Xfinity Mobile app it shows my balance due next week is just for my internet service, it is not including the $25 monthly payment that otherwise would have been on my account. One of the customer service people I spoke with seemingly couldn't even find the new phone on my account, and it took a lot of digging to find out which phone it was.

 

[jm31828]

If that was the case, It would be specifically stated in their return policy and you would see thousands of complaints on MacRumors. Their only stipulation is that the phone must be activated before being returned.

Yep, and the new phone was activated- when I went into the store last Thursday, the new phone was active and was the one I was using on my line. The people in the store set up the return, I got the email for the refund at that moment, and they then re-activated my old phone on my account (so currently the new one is not active, of course)

At this point, I am worried because the new phone has to be active within 30 days of purchase and remain active for 3 months to get the $400 off (spread out over monthly payments) on the device that was a part of the deal. I had activated it as noted, but now it's not active due to the swap back to my old phone. (this is a concern if I am forced to keep it)

One thought I had, though- is that I already got the refund for the sales tax plus first month's payment that I paid when I ordered the phone.... and one of the customer service reps mentioned that this was all removed from my account- and indeed when I log into my Xfinity account the balance due next week is truly only the amount for my service- it does not include the $25 monthly payment that otherwise should have been there for the phone. I wonder if they messed this up so badly at this point that I have a phone that is unaccounted for?

 

[silksonic]

I wonder if they messed this up so badly at this point that I have a phone that is unaccounted for?

That'd be golden! But you might want to be very careful. First off, the phone is still locked to XM and you can't use it with other carriers. Actually, I suspect you won't be able to use it with XM either without risking being found out. So your iPhone 14 Pro is now an iPod 14 Pro. Secondly, it's possible that XM may be expecting to receive your phone. Once the return window closes and your phone doesn't show up on their end, XM may charge you the full price of the phone at that time. That certainly isn't something you'd like to see happen since you'd like to return it in the first place!

 

[jm31828]

That'd be golden! But you might want to be very careful. First off, the phone is still locked to XM and you can't use it with other carriers. Actually, I suspect you won't be able to use it with XM either without risking being found out. So your iPhone 14 Pro is now an iPod 14 Pro. Secondly, it's possible that XM may be expecting to receive your phone. Once the return window closes and your phone doesn't show up on their end, XM may charge you the full price of the phone at that time. That certainly isn't something you'd like to see happen since you'd like to return it in the first place!

Yeah, that is my thought as well. So all joking aside, I am thinking I may just need to go to the local Xfinity store that I went to last week and explain the situation, and insist I can't leave until this is sorted out. I doubt something like this could truly slip through where I end up essentially getting a $1000 phone for free.

 

[jm31828]

Well I feel kind of foolish- the person at the store didn't know and proceeded to process my return and as noted, I got my refund- but as I dig deeper here, I did find online that the last customer service rep was correct- that you truly can't return a phone purchased as an upgrade on an existing line:

https://www.xfinity.com/mobile/support/article/30-day-satisfaction-guarantee#:~:text=If%20you%20purchased%20your%20device,eligible%20for%20exchange%2C%20not%20return.

So, I guess I keep the phone- but at least got $100 back on it per that mistaken refund the store gave me.

 

[EDH667]

Well I feel kind of foolish- the person at the store didn't know and proceeded to process my return and as noted, I got my refund- but as I dig deeper here, I did find online that the last customer service rep was correct- that you truly can't return a phone purchased as an upgrade on an existing line:

https://www.xfinity.com/mobile/support/article/30-day-satisfaction-guarantee#:~:text=If%20you%20purchased%20your%20device,eligible%20for%20exchange%2C%20not%20return.

So, I guess I keep the phone- but at least got $100 back on it per that mistaken refund the store gave me.

But you are also not going to get the $400 in subsidies since it is no longer active on your account.

 

[jm31828]

But you are also not going to get the $400 in subsidies since it is no longer active on your account.

Well, to qualify for the $400 off, the phone has to be activated on the account within 30 days (I am still within that window), and has to remain active for 3 months. So I think I'd be Ok if I go ahead and re-activate it, correct? (The phone was purchased on September 16th, I received it on the 20th- so I am still within that 30 day window for activation)

 

[EDH667]

Well, to qualify for the $400 off, the phone has to be activated on the account within 30 days (I am still within that window), and has to remain active for 3 months. So I think I'd be Ok if I go ahead and re-activate it, correct? (The phone was purchased on September 16th, I received it on the 20th- so I am still within that 30 day window for activation)

Xfinity will have to straighten this out to reactivate the device and make sure your credits are applied to the device payment plan. Remember that the terms of the deal state; "Device credits applied monthly to your account over 24 months so long as Device Agreement is in effect. If line is canceled, voluntarily or involuntarily or device payments are accelerated, balance of credits associated with device payment are forfeited." I don't know where you are seeing the must remain active for 3 months? In order to get the entire $400 you would have to keep it on the device payment plan for the full 24 months.

 

[jm31828]

Xfinity will have to straighten this out to reactivate the device and make sure your credits are applied to the device payment plan. Remember that the terms of the deal state; "Device credits applied monthly to your account over 24 months so long as Device Agreement is in effect. If line is canceled, voluntarily or involuntarily or device payments are accelerated, balance of credits associated with device payment are forfeited." I don't know where you are seeing the must remain active for 3 months? In order to get the entire $400 you would have to keep it on the device payment plan for the full 24 months.

Yeah, sorry I was reading something else about the 3 months. You are right, of course to get the full credit, it has to be in place for the full two years.
30 days, though, is the time I have to activate- which I am still within.

I had the phone activated, was using it for a week and a half before I went into the Xfinity store to try to return it, and at that time they re-activated my old phone on the line.

I did not cancel the line, it was just this phone upgrade I had been trying to return.

What I was going to do is re-activate the phone, port everything over from my old one again just as I did when I received this new one. But good point- Xfinity had refunded me, and removed the device from my account, and it is not even showing up as a part of my balance that will be due here in a couple of days.

Part of me wondered if I am truly in this weird state of limbo where essentially Xfinity doesn't know I have the phone anymore, isn't going to be billing me, but I have the phone and can't get it sent back. I imagine re-activating it will kick all of that back into place again, but I am not sure if I can do that on my own, or if I'll need Xfinity support. I was considering a visit to the Xfinity store again tonight to go through all of that.

I truly wanted to return the device and go back to my old one, and it's disappointing that I didn't see anything online about this not being possible before I started down this road- and also disappointing that the people at the store who helped me with this last week didn't tell me I couldn't do so.

 

[jm31828]

Well I went back to the xfinity store tonight and they gave me a return shipping label, said it was supposed to be given to me last week.

I asked about what I was told about not being able to return a phone that was purchased as an upgrade- they said no, I can return with no problem.

Weird given what I found in their website about this- but glad I’m able to send it back.

 

[Heat_Fan89]

Hey I got a question about XM? I’m thinking about paying in full for iP 13 PM and I have to signup for the 1GB deal at $15 per month. If I buy the phone outright can I just have them unlock the phone immediately so I can put it on my Mint Mobile account? I just want the phone but they are making me add the 1GB plan. What I am using as a phone number is a Google Voice number.

 

[silksonic]

Hey I got a question about XM? I’m thinking about paying in full for iP 13 PM and I have to signup for the 1GB deal at $15 per month. If I buy the phone outright can I just have them unlock the phone immediately so I can put it on my Mint Mobile account? I just want the phone but they are making me add the 1GB plan. What I am using as a phone number is a Google Voice number.

You need to have that iphone/line with xfinity for at least 60 days to qualify. See below.

Am I eligible to unlock my phone?

Support for your questions about Xfinity Mobile's network and coverage, including Wi-Fi hotspots and international talk, text, & data rates.

www.xfinity.com