I think @googlefi’s actual cell phone offering is pretty good, but their customer support. I feel for those agents. There is no way the company puts any effort into having an effective support team.
To initially buy a new phone for my wife, it took multiple purchases and multiple interactions with their support team, each bounced me between Fi and Google Payments. I had an old Google Pay account (in addition to the new “Pay” account) that led to the purchase failing.
kraft
I figured it out on my own, deleted the old Pay account, it worked great, fine. Wife drops and breaks the phone. Had protection on it they send a replacement. Cool. So far, so good. Wiped the old phone, sent it back. FedEx delivered on July 21.
kraft
July 29th, get an e-mail that they’re still waiting to receive the phone. I contact support. They confirm they received it and “updated my account” to reflect that.
Today, get an e-mail that they never got the broken phone, so charged me $1k+ since I didn’t comply.
kraft
Asked for them to call me (you can’t call into Fi) and three separate times, their system dropped the call. I stopped trying for the time being. I get an e-mail from them saying the phone wasn’t working (heh) and asked for order details for them to look into it.
Replied with it.
kraft
Get a reply back to that saying that since I was working with phone support, the e-mail team couldn’t help and that was it. Just no next step. Like what?
Do their online chat, after an hour, get someone on the line.
Their answer? They can’t do anything.
kraft
Then the agent just cuts off the chat?
If the response from them is anything besides “sorry about that, charge refunded”, I think it’s time to walk.
It’s a little cheaper for the amount of data we use, but I kinda don’t really care anymore.
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To initially buy a new phone for my wife, it took multiple purchases and multiple interactions with their support team, each bounced me between Fi and Google Payments. I had an old Google Pay account (in addition to the new “Pay” account) that led to the purchase failing.
I figured it out on my own, deleted the old Pay account, it worked great, fine. Wife drops and breaks the phone. Had protection on it they send a replacement. Cool. So far, so good. Wiped the old phone, sent it back. FedEx delivered on July 21.
July 29th, get an e-mail that they’re still waiting to receive the phone. I contact support. They confirm they received it and “updated my account” to reflect that.
Today, get an e-mail that they never got the broken phone, so charged me $1k+ since I didn’t comply.
Asked for them to call me (you can’t call into Fi) and three separate times, their system dropped the call. I stopped trying for the time being. I get an e-mail from them saying the phone wasn’t working (heh) and asked for order details for them to look into it.
Replied with it.
Get a reply back to that saying that since I was working with phone support, the e-mail team couldn’t help and that was it. Just no next step. Like what?
Do their online chat, after an hour, get someone on the line.
Their answer? They can’t do anything.
Then the agent just cuts off the chat?
If the response from them is anything besides “sorry about that, charge refunded”, I think it’s time to walk.
It’s a little cheaper for the amount of data we use, but I kinda don’t really care anymore.