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What has happened to Project FI? Horrible customer service, actually worse than AT&T 0 Recommended Answers 10 Replies 40 Upvotes
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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.
All Replies (10)
We had nearly the same thing happen but the order was lost before it even made it to Fedex. After waiting two weeks for an update, we were advised to cancel the order (which we did) and order a new one (which we did on my account). That phone arrived without issue. 
Then last Monday we were billed $899- (after being charged twice and refunded twice earlier in April due to Google Fi's mistake). After hours of time wasted with customer service, I called my bank and reported the charge as fraud. It was then that I found out that the charge wasn't for the phones on my account, but for the cancelled phone on my husband's account. Week two and still no refund though they say that it's been escalated. Thank God our bank is covering the $899- while they investigate.
The kicker is that Google Fi didn't reveal where the charge came from (our bank did) and still hasn't reached out with an update or apology. Don't worry, I'm not holding my breath.
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I've been trying to get resolution from Google Fi for weeks now on an issue that they created and took 3+ weeks to fix. They offered a $15 credit and I said it was insufficient due to all the time/energy/aggravation that I had to deal with. I was point-blank told via a "supervisor" that they were the highest customer facing person I could speak with and that I was effectively out-of-luck. 

I've tried several times to reach Anthony Valente, Google Fi's  Director of Customer Service via phone and by sending a physical letter. This was 3+ weeks ago and not a single response from anyone. 

Google Fi has 2x interacted with me via Twitter, but when confronted with actual facts about their shortcomings, they've stopped responded to the DM's that they requested I initiate.

Google has quite arguably some of the worst customer service I've ever encountered.
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I am in a similar situation. When I signed up ~2 years ago, everything seemed smooth. I haven't had any reason to contact support until recently when I needed to request a replacement under warranty for my phone. After requesting the replacement and VERIFYING MY NEW HOME ADDRESS they STILL sent the phone to my old address in a different state and I only realized this when looking up the status of tracking # and seeing it was delivered in a different state. Of course I was charged over $800 for a refurbished replacement phone that has been out for over 2 years and Google sent it to the wrong address! And all Google can tell me is that I am responsible for the phone. Now not only am I without a cellphone, I'm frantically trying to figure out how to make sure this $800 package is not stolen off the porch of a house in a completely different state. And, I have to wait EVEN LONGER now because of Google's mistake. I had to take time away from work today to call Google and notify them of their mistake, and after an hour of being constantly placed on hold, was told by a supervisor named "Antonio" (whom refused to give me his last name or any other form of identification) that the most they could do was give me $5.00 credit  Honestly, Antonio was using double negatives and could barely put a sentence together and has no place in a supervisor's position for that alone, but after only offering me $5.00 for the amount of stress you have put on me in the middle of a workday, I hope you lose your job "Antonio".
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I am having a terrible time with their customer service.  I am guessing Google has outsourced their support and they are working from a really limited script.  But it has been awful.  How is there no way to reach someone who is able to handle a more nuanced situation?  It's like they aren't even reacting to what I am actually saying
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am on my nearly tenth hour of customer service this saturday trying to verify that a fi activation i made today fulfills the promotion terms on a pixel 3, which isnt even for me but for my dad.

armed with so far four reps worth of recorded data and considerable backup on every call, a supervisor is literally on the phone with me now asking how she can help me, basically skimming the notes.

worst tech experience ever, and probably the last time i do business with google. no idea if it is "fi" or "google" but they both have a google logo so as far as i am concerned they can both eat it.
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Same here ! I was cheated $59+ by Google-fi!! They don't even care and don't want to help . Yhey train reps to repeats same answers like robots and not air fault!! The worst customer service and extremely rude!!!! Will switch soon to new ad I saw wit T mobile.
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HORRIBLE Customer service and very frustrated.  See the live chat.  After a year they are still not resolving my problem.  They must hope the customer will become frustrated enough to use another provider.


Google Support
Khader basha
12:31 PM
Thanks for contacting Google Support. My name is Khader basha.
Khader basha
12:31 PM
Hi Mary!
Mary
12:31 PM
Hi Khader
Khader basha
12:31 PM
In case you need to refer to this chat interaction in the future, please take note of the following case ID: XXX.
Khader basha
12:31 PM
How may I help you today?
Mary 
12:31 PM
I have been chatting with a Google Fi person and they have stopped emailing me back
Mary 
12:32 PM
i think that is the case number
Khader basha
12:32 PM
Thank you for the previous case ID. Please allow me 2 to 3 minutes to check the previous case details.
Mary 
12:32 PM
I asked that it be escalated above them but they did not
Mary 
12:32 PM
this has been an ongoing problem for a year now
Mary 
12:32 PM
and they keep giving me the run around
Mary 
12:33 PM
i am so disappointed in the lack of support and follow-through from Google
Mary 
12:33 PM
They have not resolved my issue and have provided no resolution to my problem
Khader basha
12:33 PM
I understand, I am sorry for the inconvenience caused to you.
Khader basha
12:34 PM
I will check and try my best to help you further.
Mary 
12:34 PM
Thank you
Khader basha
12:35 PM
Thank you for staying connected.
Mary
12:35 PM
sure
Khader basha
12:36 PM
I would like to inform that our team is working on this, will get back to you via email with the resolution at the earliest.
Khader basha
12:36 PM
I request your kind patience in this regard.
Mary 
12:36 PM
But that is what they keep telling me
Mary 
12:36 PM
then never get back to me with a resolution
Mary 
12:37 PM
It has been a year, which has been completely unacceptable
Khader basha
12:37 PM
I understand, they are working on this and you will get a notification from our team.
Khader basha
12:39 PM
Just checking, are we still connected?
Mary 
12:39 PM
we are
Mary 
12:39 PM
I am not okay with the answer you gave though
Mary
12:39 PM
can I please talk with a manager
Khader basha
12:40 PM
I understand your concern and how inconvenient it is. Our team is working on this issues and you will get a response from our team.
Mary 
12:41 PM
I keep being told the same answer and that is not acceptable
Khader basha
12:42 PM
Please do not worry, you will get a response from our team and fix the issue. I request your kind patience.
Mary 
12:42 PM
I have been patient.
Mary
12:42 PM
Please give me a date that they will respond by.
Khader basha
12:43 PM
I really appreciate your time and patience.
Mary 
12:43 PM
It has been a year of my patience and it is time for Google to provide a solution
Mary
12:44 PM
This is unacceptable as a response from Google to tell me to wait without a time frame for a response
Khader basha
12:44 PM
We are unable to provide the exact date, you will get the notification once the issue resolved.
Mary 
12:44 PM
I am sure Google would not be patient if I siad please be patient while I wait to pay my bill, then never paid it
Mary 
12:45 PM
As that is what Google is doing in this scenario
Khader basha
12:45 PM
I understand, our engineering team is working hard on this, will get back to you via email with the resolution at the earliest.
Mary
12:46 PM
Please escalate this chat with the customer service team at Google.
Khader basha
12:49 PM
You've contacted the customer service team.
Mary 
12:49 PM
I mean the management team
Khader basha
12:49 PM
I am sorry to inform that we are unable to transfer this live chat to our management.

And it just keeps going round and round...
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Same here. I am nearly in tears by how inhuman and frustrating the people on the other end have been acting since I got my phone stolen and am just trying to set up a new phone... Have been 2 weeks without a working sim card and they just say "sorry to hear that you are having this problem" over and over and repeat things we already tried... feels like I am losing my mind. Maybe they are actually bots?
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I have also had a terrible experience with Google fi support!!! They have nobody on hand that can resolve an issue satisfactorily. I am currently sitting on hold waiting for a manger to talk to. I have done this twice before, so i know that it won't accomplish anything! But, i am trying once again anyway.

My story, if you are so interested in my tiny violin type music, starts with a brand new phone that arrived defective. They would only replace it with a used & refurbished phone. I find that insulting! I paid full price and deserve a new phone! I tried my best to escalate the situation to someone that could give me a refund or a new phone, but, you guessed it, that person told me there was nothing she could do except follow the limited script handed down to her from God...i mean Google. I deigned to accept the used phone, i really had no choice. Guess what! That phone was also defective, in a different way! I have now been told that they can send me another refurbished/used phone, and that is all they can do. Wow, Google fi support, thank you so much for your help, NOT! Their support protocol needs to be changed!!! It's horrible, avoid it at all costs! I would jump ship from their phone service if i had the money to do so, but for now, I'm trapped!
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Sitting at Heathrow Airport with a phone that does not work, and Google Fi Support just said 'there is nothing more we can do'. SUPER amazing. I"m just stuck overseas with a phone that doesn't work -- ATT worked (was expensive...but worked).
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