fi.google.comReviews of fi.google.com

Really terrible costumer service . My replacement device was supposed to have overnight shipping and I've been waiting over a week!!! had little support from Google in tracking the shipment. Currently I don't have any tracking info , or expected date, and no one to contact about it. The CHAT feature doesn't work well. Once you reach out they assign you to an agent and they are the only one who can review the case. It's flawed

I want to start by saying my family and I have been Google FI customer for 2 years now and this was our first terrible experience with them. I had ordered 2- 4a phones for my husband and myself. When I ordered them I requested 2 trade in kits. Like a week later I canceled one of the 4a phones I and ordered a 5a instead. Aka I changed the phone, still making this an order for 2 new phones and 2 trade in kits. With out me realizing, when I canceled 1 of the 4a phones, the system also cancelled one of the kits. Apparently I should have recorded the kit when I ordered the 5a. I was not aware this extra step needed to be taken. Needless to say, only 1 kit ever arrived. So i reached out to the customer service chat for help. The first time I was told they couldn't help me because I didn't reach out from the email that the original order was made in. Basically my husband is the primary therefore his email is the primary. If I need something from customer service I need to be on the primarys email and not my own. It's annoying but whatever, no biggie. Sooo I had my husband reach out from his email to request the kit. After 40 mins of chatting with them he was told they can't send in a new kit because the old one was cancelled. This is when we learned when I switched the order the kit was cancelled. They proceeded to say, that it was impossible for them to send in a stand alone kit or request a new one because their system doesn't allow it. Customer service then suggested to "order a new phone, request a kit, wait 30 mins and then cancel the phone." And ended this suggestion with "I can't guarantee this will work". Umm no duh, that's what got us here in the first place. We requested to speak to a supervisor and was met with resistance. Eventually they agreed to send it over to their supervisor and they would reach out via email. The supervisor did follow up and suggested the same terrible solution. I decided to try calling and seeing if I could speak to someone who could actually help. After being on the phone with customer service for 30 mins, they too had the same bad advice but suggested instead of waiting 30 mins to cancel the phone wait til the phone and kit arrives, use the kit and then file a claim to send back to phone. Ummm what??? I had to plead and beg to speak to someone with more authority and again was met with resistance. At one point I was told there is no one higher than a supervisor that could help me. Eventually they agreed to send my case to a manager and they would contact me next day at the time of my choosing. Spoiler, they never did. I have so many issues about this whole experience, their policies and lack of ability to help. But my main issue here is the fact that I felt like I wasn't heard. I know they are not going to reach out and I will just take the L. But it's the principal of the matter. This type of customer service isn't okay. This attitude of sucks to suck isn't okay. And honestly their solution is completely unacceptable because it would have never worked. Kits don't get mailed until after the new phones are activated, so I would have need in the same exact position I am in now but out a few hundred dollars. This whole thing frustrates me and I am ready to move past it. In order to do so, I wanted to take the time to write out my experience and tell Google, this isn't ok and unacceptable. And do better dude. I am the consumer and you offered a solution that had no risk to you and put it all on me. There was zero effort made in helping me or even trying to come up with a mutually agreeable solution. So for that I am disappointed. And to everyone else, order the damn kit even if you think you don't need it.

Best described as Hot garbage

MY EXPERIENCE WITH GOOGLE FI HAS BEEN THE WORST THING THAT I HAVE EVER HAD TO GO THROUGH, JOINED FI ON SEP 22 ON THE 23 I CALLED AND THEY COULD NOT GET ME A #, THEY REDID THE PROCESS AND TOLD ME TO WAIT ANOTHER 24 HOURS, I WAITED TILSEP 26 STILL NO SERVICE SO I CALLED AGAIN AND WAS SHUFFLED AROUND FOR 30 MINUTES THAEN ASKED FOR A SUPERVISOR WAITED ON PHONE AGAIN FOR 40 TO 45 MIN. HE CAME BACK AND TOLD ME IT WILL BE ATLEAST 48 TO 72 HOURS FOR THEM TO GIVE ME A # THATS A TOTAL OF SEVEN DAYS JUST TO ACTIVATE PLUS 3 CALLS AND HOURS ON PHONE. SUPERVISOR HELPED ME CANCELL SERVICE AND I ASKED HIM FOR EMAIL TO MAKE COMPLAINT AND HE HUNG UP PHONE. TERRIBLE ALL AROUND EXPERIANCE WITH THIS COMPANY !!!!

I ordered my phone and paid for it up front. They mailed me an empty package. For a week it sat at the FedEx hub before I finally looked up tracking on it. I saw it was being held at FedEx and called. They tell me the package was empty and that I need to work with Google Fi's team to get them to process an insurance claim on it. I call Google Fi and I'm on the phone with FedEx and/or them for 2 hours. They say they're going to replace the phone and thanks for my help. They send me a REFURBISHED PHONE. I call and say "What the heck?" I'm on the phone for 45 minutes. I get kicked off the call on accident and NO ONE CALLS ME BACK. I get an email the next day saying they were going to handle it and send me a package and that once they had their refurbished phone, they'd process a refund. TWO WEEKS GO BY WITHOUT A WORD. I finally call and go through the arduous process of getting verified. She says they're WAITING ON MY RESPONSE. I go back the email they sent and lo-and-behold, the last sentence of the email asks me to reply. For TWO WEEKS THEY SAID NOTHING WHILE I WAITED TO GET MY MONEY BACK. Customer service is doing their best but there's nowhere to escalate. It's literally just "You have to deal with this. We don't care if we screwed up." I feel so helpless. Because of a phone company. I'm just stunned by how many hoops and how much time I have to spend fixing their MULTIPLE MISTAKES myself. DON'T GIVE THEM YOUR MONEY.

I’m a young woman traveling alone in Europe. This morning I get an email that I’ve broken the terms of contracts so they’ve suspended my ability to use data abroad… which is vital for me, needing to use google maps to get around by myself in an unfamiliar place. I did NOT break the terms of contracts, which they then confirmed for me in a response email. And yet they still won’t turn my service back on. They’re asking me a bunch of irrelevant questions like why I’m here, instead of just resolving the issue that THEY caused. This is seriously ridiculous, I’m traveling alone by myself and now I feel unsafe and unable to navigate. I don’t know what I’m going to do now but this is seriously not okay and puts customers in danger.

They claim it’s an international plan. You get charged for international phone calls. If you pay extra for hotspot, it doesn’t work internationally. Complete waste of $1500 I’ve the 3 months I was with them. The sales and customer service team lie and are completely misleading.

Do not use Google Fi, just waste money and time during travel. It literally ruined our trip! We bought 3 Google fi SIM card to use at Canada, only worked on my husband’s pixel phone and have no service with other 2 iPhones. We wasted hours trying to figure it out and called customer support for 30mins, the rep insisted we are not able to have service because simply unlimited does not support Canada/International and he is wrong!! It supports Canada and Mexico as written in plan details! He insisted we to upgrade to Simply Unlimited Plus so we can have data in Canada. I feel this is like scam, wasted so much money, time and gets nothing! Customer support is useless too. Should have just get a T-Mobile International SIM card for $35. So disappointed with Google service and product!