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Why can't CS help? 0 Recommended Answers 3 Replies 2 Upvotes
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Another sign up offer failure, the system gave me the $200 new customer discount but now say that I'm a returning customer - I did leave Fi for AT&T last year.  Speaking to CS for hours and the final response:
Please note that the final decision on exception eligibility is managed by the Promotions Team.
Very frustrating that CS kept me in the chat for hours and finally admitted they could not help.
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Hello Billy Little 5152,
 
Welcome to the Google Fi Community forum.  
 
Google Fi's definition of a "returning customer" is one who has previously been a Google Fi customer regardless of the length of time preceding the return to Google Fi.  A "new customer" is one who has never before been a Google Fi customer.  
 
Best,
Lilybell2
 
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Lilybell2

When I ordered the phone there was no way of changing the discount to the returning customer - $100 instead of $200.  I fail to understand why the ordering system did not detect this and allow me to order with the lower discount.
Customer support was very poor and just kept repeating the same line, the chat last hours and concluded with the CS stating they couldn't help!

Fortunately, if I do not receive any discount, I can leave and go to another supplier.

R/g
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Billy Little 5152,
 
I suggest you consider submitting feedback about your experience directly to Google Fi via the app.  Just open the app and scroll to the bottom of the page and tap "Send feedback." 
 
Although you will not receive a reply unless additional input is needed, be assured that the development team does make use of the information they receive via this feedback mechanism.
 
Best,
Lilybell2
 
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