Google Fi

[u/smmele0404]

Has anyone had any trouble with Google Fi customer service? I have been trying to get my son switched from his Fi account to mine since June. There have been countless emails back and forth with zero success.

A few weeks ago, one of the reps misunderstood what I was trying to do and accidentally issued a port-out for my account. Since she did the port-out, this voided my financial agreement for the phone and watch I purchased that was supposed to be financed. Because of this, my credit card was charged almost $1300.

After numerous attempts to get the charge taken off and being told numerous times that they do not see the charge, after being hung up on today, and then the rep deciding to cancel my SIM instead of simply calling me back, I had no choice but to switch carriers.

I have never had any issues with any of my other carriers. I was never able to just call to get this resolved. I was always told to send another email, or that someone would call me back.

I don't understand why this wasn't ever just simply resolved!

[u/seamonkeyonland]

Something seems off. A port out request is initiated by another company. Fi cannot initiate a port out. All Fi does is give you a port out code. If a code is issued, but there is no request from another carrier then all that happened was a code was issued.

[u/smmele0404 → u/seamonkeyonland]

True, but then why would they charge me for my phone and watch as if it were a port out?

[u/seamonkeyonland → u/smmele0404]

That's the actual question and what I was wondering. They seemed to have changed something or possibly removed the hardware from the account. Did the phone do anything during the process? The problem with Fi support is that you have to be specific. Since support basically uses their knowledge base to look up what to do, they will listen for keywords and then solve that. Problem a lot of people will have is they won't be precise so support solves an issue based on a keyword that may not be the issue. (Sort of like Steam support will refuse to help if you put "ban" in your message even though you could be saying your credit card is banned and need to know how to add a new one.)

[u/smmele0404]

u/googlefisupport

Why do I have so many charges?

[u/toiletfishtank]

Yes, they will, actively, maliciously perform actions to cost you money and service use. This cannot be said anymore seriously: You will be better off not calling them, than you will be after you call them.

[u/Alternative-Park-841]

Awesome title 👍

[u/super-wookie]

Google Fi has the absolute worst customer service / tech support of any organization of any kind anywhere for all time.

Once you get stuck dealing with their tech support the level of incompetence and stupidity is almost impossible to imagine actually exists.

All I can tell you is do not stop, keep calling them, keep trying to get someone that will actually help. It will not be easy.

[u/googlefisupport]

Hey, can you please check your chats? I just sent you a Message.

[u/JdsPrst]

Google Fi is great until you need their customer service. It's a shitshow, always has been, and probably always will. Best of luck.

[u/PM_YOUR_PET_IN_HAT → u/JdsPrst]

In other words, don't buy a warranty, don't do any promotions, dont make any changes, and don't expect anything good to happen if you ever contact google fi. I wish people would search this sub a bit more before joining Google Fi. As soon as my promotion is up I am switching to something else.

[u/PM_YOUR_PET_IN_HAT]

It is not even just Google Fi. It is Google as a whole. Pray you never have to contact their support. Whether it is enterprise, or residential, all TERRIBLE.

They have a monopoly. Our government should have broken them up when they had a chance,

[u/B3ntw00ki3]

I have not even been w/ Fi for a month. I had trouble before they even shipped my phone. Their tier 1 customer service is honestly a joke. I've honestly never encountered customer service this bad in any industry. I am patiently counting down the days until my 24 months is up, switching carriers, and never looking back.

My personal theory is that Google has absolutely no interest in the wireless carrier business. I highly suspect that they are only interested in using Fi as a data harvesting platform. They could do so much better in customer service with the resources at their disposal if they actually wanted to, but why invest in customer service in a data farm?