Issues with Google Store, Google Fi Store, and Google Physical Store

Question

I wanted to vent some frustration I have had joining Google Fi and give the feedback that the various Google storefronts should be better diversified or merged. Sorry in advance for the essay. TL;DR Google's multiple storefronts look and work the same but ultimately give you access to different user/phone features and at no point is this pointed out to consumers. It's unjustified that phones bought through the Google Store are not treated the same as phones bought through the Google Fi Store when they are given the same prices, promotions, and end up on the same carrier.
The Physical Store
Earlier this month, my existing Pixel 5a on AT&T was having issues (dropping network frequently) while visiting family in the bay area. My wife had been using Fi and enjoying it so we had planned to consolidate when the time came. I called the Google Physical Store in Mountain View and was told I could come get the 8a there on promo and sign up for Fi. When I got there I was told that they could not honor the promo (it was on a sticker next to the display handset) because they'd had several customers come back and return the phone when Fi had rejected the promo activation. He went on to tell me that I should hold off getting Preferred Care through Google because the Fi Device Protection cost the same but also included theft/loss prevention.
The Google Store
I was a little bummed that I'd be without a phone for a bit (and that I'd spent a few hours going to the physical store for nothing) but ordered the 8a on promo and received it when I got home from vacation. When I bought the phone, I unwittingly bought it through the Google Store rather than the Google Fi Store but despite this I was able to do all my Google Fi signup and setup as part of the checkout workflow. I received the 8a and activated it easily, and am enjoying both it and Fi.
The Google Fi Store
Today I tried to activate device protection and could not. Through support I was told I would not be able to use Fi Device Protection because I had used the wrong store. They also confirmed that the non-Fi device protection did not include loss/theft coverage. I asked if it was possible to return the phone, purchase one through the correct store, and get the promotion but  was told no, as it was no longer a new account.
I'm frustrated. Looking at the two websites they look almost identical and seem to be offering the same promotions. Buying a phone from Google for their Fi Network shouldn't lock a person out of features specific to the Fi Network and if it must, then these differences need to be better explained to the consumer at checkout so they don't end up locked out unintenionally. Also the physical store should stop advertising deals that they can't fulfill. Rant over.

Lilybell2 · Accepted Answer

Hello AGuser098,
 
I can understand your frustration.  However, it should be noted that Google Fi Wireless and the Google Store are two separate entities.  One is a wireless carrier that sells phones, and the other is a store that sells Google products.  On the surface, they may look like they're the same because they both sell Pixel phones.  However, they offer promos that differ, pricing that may differ, and inventories that differ.   For example, the Google Fi Wireless store sells Samsung phones as well as Motorola phones alongside Pixel phones.  You will not find Samsung or Motorola phones for sale at the Google Store.  On the other hand, if you're looking for a smart home product, such as a smart display like the Nest Hub or you want the Nest Learning Thermostat, you won't find these at the Google Fi Wireless store.  
That said, you should let Google know about your experience and your concerns.  You can do that by sending feedback directly to Google.  Your feedback is important, and can help improve Google's products and services for everyone.  
 
Unlike posting in a user to user forum, where your feedback will go unseen by Google, the feedback submitted through this feedback channel will go directly to the appropriate Google team where it will be read and evaluated:
 
https://www.google.com/tools/feedback
 
Best,
Lilybell2