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12/6/19
Return my defective new phone within 2 days of receipt. Why is refurbished phone sent as replacement 1 Recommended Answer 2 Replies 0 Upvotes
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I have contacted Google Fi support 4 times in a span of 3 days with varying responses and noone was able to explain why a refurbished phone was sent as a replacement for a phone I bought brand new and returned within 24 hours because it was defective.

1. I purchased 2 brand new Moto G7 over Black Friday 2019.

2. Received 2 new Moto G6 on end of day 12/2/19.

3. One(1) of Two(2) new Moto G7 phones was defective on arrival and I returned within 24 hours from receipt.

4. I returned defective device along with original box and accessories.

5. On 12/5/19, I received a refurbished Moto G7 in bubble wrap with unlabeled white box and without accessories.

I understand mistakes do happen but I don't understand why the customer support I talked to over the phone was hesitant, rude and reluctant to rectify this mistake.

Now I'm just waiting for a specialist to attend to this while I pay for Google Fi service without a phone.
All Replies (2)
12/6/19
Hi Fareez,
 
Sorry to hear about your troubles. Sometimes it does take some patience to follow up. If you do not hear back from a specialist within the next few days, do let us know with a case number.
 
In the mean time, you have the option to pause your service so you do not have to pay for it. For how to do this, have a look on this page: https://support.google.com/fi/answer/7139547?hl=en
 
Hopefully you'll hear back soon!
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