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What has happened to Project FI? Horrible customer service, actually worse than AT&T 0 Recommended Answers 4 Replies 12 Upvotes
Nine days after I ordered a pixel 3, it disappeared in a Fedex warehouse. When I called Project Fi support I was told the phone had been sent to Fedex and there was nothing Fi could do until Fedex said it was lost. I talked to Fedex, twice, and they said they don’t know where it is and that I needed to contact Google. In the first conversation with Google Store this morning they tried to transfer me to Fi but after 20 minutes of the same music I assumed something had gone wrong in the transfer and I hung up. I emailed/called another Google number and after 25 minutes I was told that the only way to find out what has happened is to go on hold for project Fi and be prepared to wait about 20 minutes because they are very busy. I already had 40 minutes of that same music on hold and I just can’t do it anymore.
Finally got through to project fi and they said -after another 25 minutes on the phone - that someone would get back to me in 24 to 48 hours, the same thing they told me 5 days ago.
Project FI/ google fi is no longer the organization I’ve dealt with for the last 3 plus years. Now they are competing with AT&T for bad customer service -very long holds, switch departments, more holds and then sorry there is nothing I can do...someone will get ack to you in a few days..
It seems that only option is to call my bank to protest the charge for a phone I never received and then find a non-google phone and probably a different carrier. What a disappointment after such good service for the first 3 years. Maybe Fi's gotten enough market share now to tell us customers to pound sand.
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