Xfinity Store by Comcast — Local services in Haverford Township

I joined Xfinity Mobile in Jan 2018. I financed 4 iPhones and started service. Seemed like a great deal at 12 dollars per gig or 45 dollars unlimited. The first problem was in the delivery of my husband's iPhone X which around this time went for about 1k; we preordered it because they weren't due in for another week. Fine, no problem. However, the day came and went and no phone arrived. I had to speak with 4 people at Xfinity Mobile c/s to be told by the last guy to just buy another iPhone x until the original one came. Then we could return it. This hardly seemed like a solution, so I escalated it to Xfinity corporate office. I received a call back pretty quickly from corporate with the news that they'd just send out a different phone. Better late than never, eh? Problem solved.

Fast forward a year. I've now successfully paid off 3 phones and have paid my bills. I go to get the new Galaxy S10÷ because I've just had bad luck with breaking my iPhone and was tired of getting the screen replaced. Anyhow... I'm told they have to run my credit to finance the phone. I understand that credit has to be run to finance, of course. I was confused bc at this point they've already run my credit to get the original 4 phones PLUS I had great payment history. The guy at the desk basically just shrugged when I asked why they had to run it again. "Ok fine run it" - not approved. Now my score is a little over 630 at this point so pretty low. I knew this but I was approved for phones before and didn't think it was a problem. Again I call corporate to see if there's anything they can do since we've been with Xfinity cable for years, and they fix it for me. Honestly, this wasn't really that big of a deal, I could have just fixed my iphone again ... but worth mentioning.

So I got the Galaxy. This phone is beautiful. I Loooove it. One problem... the service is much slower and intermittently my internet kicks out completely. I call Xfinity bc maybe there was an issue when switching over. 2 Weeks later after troubleshooting everything and still having the same problem, I'm told I can mail my phone in and they'll send a new one. Pretty inconvenient bc it'd be about 2 days without a phone bit doable. I didn't really need a new phone bc this one is new, but I need service. I tell the rep I'll call back bc I had to go back to work (VERY long call times with multiple transfers). I call back about an hour later, and they tell me they cant send me a phone. There's nothing in notes about my conversation, and I'll just have to contact Samsung. Ok I'm pretty peeved but I do it. I had my phone completely reset by the tech. Nothing changes. There's nothing more the tech can do. I call Xfinity who tells me to use my insurance to get a new phone (160 dollar deductible). This phone is brand new at this point with no damage.I'm still using the Galaxy month's later. And still have 17 payments left. The service is still bad.

My daughter's phone was stolen and a police report was filed. We received another phone through their insurance that we pay for ($12/mo and $160 deductible). First of all, it's not a new phone. The insurance sends refurbished devices. But no big. We call to have her number switched to the new phone. We're told she might lose her number in the process because "once they deactivate it from the stolen phone, someone else might get it". This is honestly the worst part of this whole hellish experience with Xm. Everything individually is annoying but my overall experience...

My home cable boxes and modem were updated to the latest configuration. That's great! The equipment I received came in the form of "self-install kits". Not great, but that is another story for another time. The "self-install kit" installations were completed and it was time to return the old hardware to Comcast so that I would avoid paying rent for 2 sets of hardware. I've been to this Xfinity Store a few times and procedures are slightly different each time but transactions have always been smooth. This visit was no different; the hardware return was completed without any issues. Smooth! I entered the building, carrying my box of hardware to return. I was met by a young lady who entered me into the computer system. She then took me to the front counter to complete my hardware return. A young man, behind the counter, then began the hardware return process. All of the hardware was removed from the box. All of the cable boxes and the modem had their serial numbers scanned. A few more keyboard clicks resulted in a receipt, containing the serial numbers of the returned hardware, being delivered to the young man behind the counter. The young man passed the receipt to me, requesting my signature. I read and signed the receipt, was given a copy of the receipt and my task was completed. I was out the door and on my way home. Smooth! If my experience with hardware pickup and returns are an indication of how all activities are handled at this Xfinity Store, the store must be doing well indeed. I hope everyone who enters this store has the same experience that I have had, every time I have been to this...

If I could make this 0 stars, I would. Our experience has been awful at this location. On 11/15, after being told by the 1800 number people that we had to go into the store to update with moving, we went in and spoke with an associate. He supposedly put the order in for the new equipment to be delivered to the new house. It was to come in about 5 days. Those days came and went and it didn’t get delivered. We reached out to him and he confirmed the order but said someone had “cancelled it” and he had to put it back in. We called the 1800 number again and they said we could go pick up the stuff in the store (no one told us that to start with). We picked up the equipment on 11/22 and took it home. We tried to activate it and it wasn’t working so we called the number again and they said the store employees didn’t activate it before they gave it to us (a step that has to be completed before we could do our part at home). We went back to the store again today 11/24 and asked to speak to the manager. He told us he “wouldn’t be able to help us” and walked away. Supposedly the equipment will now work when we get home. The employees and manager thus far have been highly inefficient and have cost us time and the cost of data since we haven’t had wifi. Would not recommend this...