Dec 2, 2018

Issues with Pixel 3 delivery due to restrictions that Google Fi has placed on FedEx

Unfortunately, I am having issues getting my new Pixel 3 phone delivered. I missed the FedEx delivery man today and am being told by FedEx that delivery will next be attempted on Tuesday, they will try three times, and then the phone will be returned to Google. Unfortunately, I am leaving town for almost two weeks on Monday afternoon. When I inquired about the possibility of picking up the phone from the local FedEx depot, I was informed that FedEx's contract with Google only allows them to deliver the phone to the delivery address where it must be signed for and so I can't sign to release the package to delivered when I am not home or even physically go an pick up the package. After remarking that this is a terrible way to actually deliver a product, I contacted Fi, first via chat and then over the phone. After waiting for ~1 hr, the chat agent introduced herself and then promptly terminated the chat as I was typing my response to her. The agent on the phone initially said that there was nothing she could do and then, when I asked to speak to her manager, said that she was incorrect and would refer the matter to the appropriate team who would contact me and FedEx promptly to allow me to pick up the package. This has yet to happen and FedEx is firm in not allowing me to pick up the package without permission from Google. Why is getting my phone so difficult? Who decided that this was an efficient and customer friendly way of delivering hardware? Has anyone else run into this issue and how did you resolve it?

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Last edited Dec 2, 2018

All Replies (15)

Frank Tedesco

Product Expert Alumni

PonyTailMan

Dec 2, 2018

Howdy do

Well, we are a user to user Forum; we are not Google, Inc.

So, FWIW: FedEx policies on deliveries requiring a signature are set by them. The sender requests a confirm signature, and FedEx has to honor that. After 3 attempts, they put the item in their local depot for pickup by you. If you no show within their allotted time [all of this is on the FedEx notice they tape to your door], it goes back to the sender.

I am afraid there is no getting around this.

best,

Last edited Feb 8, 2019

User 13506852675743809465

Dec 6, 2018

Another issues this creates is that for the most recent promo to get travel credit, the phone has to be activated within 15 days after it has SHIPPED. My concern is that with me not being able to sign for it during the day and the possibility it gets returned to sender, it might exceed that time and invalidate the offer.

Arun Jayaraman

Original Poster

Dec 6, 2018

My experience is that Google is pretty useless with regards to helping with this (or most other CS issues, frankly). After calling Fi customer support and asking to speak with a manager, I was told that the matter would be escalated and promptly addressed by their shipping department, who would contact FedEx and instruct them to allow me to pick up the phone. This never actually happened. FedEx was almost as useless. Although their front-line CS person stonewalled me and said that it was out of his hands/up to Google, when I asked to speak with his manager I was put through to someone who said that he would take care of the matter immediately and gave me the address of the local shipping depot and told me to go there with my ID and door tag. Ironically, when I went there the next morning, I was informed that the package was out on a truck for delivery. I rushed home and caught the delivery guy as he was about to leave. Bottom line, I get that they're trying to minimize theft, but there are other ways of doing so with less stress/hassle for the customer (including letting them pick the package up with ID).

User 3426051546193216332

Jan 10, 2019

I am currently experiencing this issue and it is absolutely ridiculous the amount of trouble this has caused. In a day and age where online ordering and shipping has a turnaround of 1 day via other companies, I am flabbergasted that these delivery restrictions are actively hindering my ability to get a new phone. As a new customer who hasn't even started using the Google Fi service, this experience has made me start reconsidering my decision to switch providers. I understand the need to protect valuable equipment, but when policies hinder the process---it needs to be corrected.

Rachel Khoriander

Jan 31, 2019

This is making me crazy. I work from home and have multiple calls throughout the day. Really need my phone, but missed the delivery person already once. FedEx won't let me pick up due to shipper restrictions until three attempts have been made, which won't be until next Monday they say. Tried getting a delivery window set up--can't do it. They can tell me the general time they deliver to my area and put a note in asking for a delivery within a window, but it appears no one reads the notes and I have now been sitting in my living room for two hours waiting during the "typical delivery window" for what appears to be a no-show. I have a conference call in 20 min, and I'm sure the delivery will show just as I go to my call. And I assume that I'm one of the lucky ones because I work remotely. How on earth are people who have to go in to an office supposed to get these phones in a timely manner? Are they supposed to take a day off work last-minute? Honestly, I'm so fed up that I'm considering canceling my order.

Trevor Sullivan

Mar 6, 2019

Same. This is the worst customer service I have ever experienced. Google tells me something different every time I talk to them.

-We cannot change the restrictions

-We are sending this to our shipping department, they will be able to help you

-We cannot change the restrictions

-The restrictions have been removed you can pick up at fedex

-Fedex says they have received no word from Google and I cannot pick up until they attempt 3 deliveries. I will be at work for all of them and I cannot sign the door-tag, I have to physically be there

-Google says please wait for the team to get back to me, they cannot remove restrictions

Over the span of 2 days I have gotten nowhere. The Google support person actually told me to sit at home and wait for the package like I don't have a job to be at. I have never had a package that I could not pick up at Fedex without issue, including a $3,000 electric drum set.

Google is making Fedex waste everyone's time when no one will be home for the package. It will have been over 2 weeks since I ordered the phone until I can maybe pick it up?

I don't even want the phone or to use project fi after this.

Last edited Mar 6, 2019

Kathryn Rzeszut

Mar 22, 2019

This was possibly one of my worst CS experiences. Google sent me a 'delivered' notifiation, while FedEx showed that the delivery was denied (erroneously by my building management) and the phone was being sent back to the shippper.

When I contacted Google, I was told three different things by three different people. My favorite part was when I was also told to purchase another phone and pay to have it expedited. Because yes, I want to give Google more money and trust that they'll credit me.

Google said that FedEx would attempt delivery three times. FedEx told me that the phone was on its way back to Google. I still don't know where the phone is or when I could expect it.

An experience so negative that I don't even want the phone or Google Fi now if this service is an indication of what I should expect.

Last edited Mar 22, 2019

User 12287504737212906672

Apr 1, 2019

Same issue - Google will not allow the customer to specify a delivery location via FedEx nor can their support people. This is just stupid! Are people who don't work at home supposed to take the day off so that they can receive their phone.

Dumb and arrogant. Solving a problem and creating a bigger problem for customers.

Austin Senseman

Apr 3, 2019

This is a terrible experience. I paid more to have this expedited, and now it's taking extra days due to this nonsense - I'd like my money back for the shipping charges.

Michelle Wiles

May 6, 2019

Has anyone had the experience of having the package lost by Fed Ex, but still getting nowhere with Google customer service and support? I have called Fed Ex and Google now for a week and no one has been able to A. find where the package is and B. consider sending me a replacement. It is getting quite ridiculous at this point. TERRIBLE SERVICE.

Paula Harmon

May 12, 2019

Never please get my new phone here and my other phone I have should be on account to

Jordan Hauer

Nov 22, 2019

I have also had my package lost by Fedex/Google (if it was even sent) and am getting nowhere with customer service! So basically I have paid for a phone I never received and Google says they can't do anything for me at all. This is illegal and unacceptable.

@Michelle Im in the same situation!

James Reinl

Dec 7, 2019

Yes, I'm in the same situation. FedEx says they delivered my new Pixel 3A Order #GS.2507-1020-0724 but it never arrived. I've searched everywhere and asked everyone and nothing. I've chatted with Google several times now, but they have not yet addressed the issue. Hopefully this will change soonest. Best! J