Project Fi

The device they sent me didn't have a working antenna. Well, intermittently, it worked, I guess? I contacted them to get a replacement, but they needed to test the device first. Or needed me to test it, rather, because I don't have anything better to do. So we tried updating the device, but the tech didn't know where the update was. So I found it. Then, to his surprise, the device took over an hour to update, but ultimately couldn't, because, guess what, the device didn't have a working antenna. But they want to update it before they can repair or replace the device.

Not maybe the best. Avoid at all costs.

I ordered a new phone while enrolling for Google FI. I updated my service address and shipping address, but paid w/another address. Google FI shipped the phone to my billing address, and refused (twice, once w/a chat online, and once through a phone call w/customer service rep) to ship my phone to the correct address. Then, one rep told me don't worry, I won't be charged while I was online checking my payment method and saw I was ALREADY charged. The 2nd rep told me I have to wait until the phone is refused at one address, and received back at the wharehouse to process a refund. Customer service is everything! When it stinks as an initial experience from their mistake, run! I am.

Last week…
April 4th
Tuesday phone breaks
Restart your phone
It won't restart
Wednesday
Restart your phone
It won't restart
Thursday
Restart your phone
It won't restart…
Friday
We're replacing your phone
Monday
Didn't receive the new phone. Now we've paid a deposit and sent the old phone, they received it today.
Today
Where's my phone?
I don't know starting weeks 3 without a phone but they want paid for service. Get real

Their customer service team is incompetent and takes forever to respond with annoying background music. They just read the scripted messages from the screen. Not at all happy with Google Fi.

I tried to switch two phones from Verizon to Project Fi with the hope of saving $50+ per month. The enrollment process is no cleaner than with any cell phone provider. The would not allow me to enroll both phones at one time, dropped by enrollment twice, will not honor the trade in for more than one phone and customer service is excuses rather than solutions. Very under impressed, in fact may actually return my phones and stay with Verizon.

No customer! Service will charge your account over and over and will fight to refund the money they take when they know they are wrong. Was told by representative that the email I was sent had not been responded to... I never received any emails! When I asked rep to resend or forward the email literally said " I don't have the ability to do that" so the biggest search engine on earth doesn't have the ability to resend an email? STAY AWAY FROM GOOGLE FI!

Because it's a company that is worth BILLIONS of dollars they ultimately do not care 1 bit about their customers because in their mind I'm 1 in billions of people. I purchased a pixel 2 from them brand new when it first came out, not even a month later it was already 150-200 off the original price. Then a couple months into having the phone, it stops being able to charge so I sent it back to get a replacement. They replace it with a used phone and the battery life on it is crap. I go a couple hours with minimum use and it's down from 98 to about 60-70%. They refuse to replace it because I had dropped it last month and there is a crack on the glass in the top right corner on the back. They could replace the battery for me for all I care, I just want a phone that doesn't need to be charged 2-3 times a day this isn't 2007.

I have had 2 terrible support incidences. They won't help you so expect to feel cheated and have your phone down for many days if you have problems. Their support ruins the entire service.

Atrocious customer service - worst I've ever received, despite how amazingly great the actual phone service is. Was trying to swap to an eSIM instead of a physical SIM so I can get slightly better service from Verizon a few places. It wasn't working after I went through it, so I went through some troubleshooting steps.

The very first step was resetting my network settings, which would require me to re-input all the wifi networks I've connected to over the years. Not a good first step, so I respectfully asked for other steps we could try instead to see if that helped, vs the nuclear reset option to start with. She refused to continue past that step and eventually disconnected from the chat since I said I wasn't comfortable resetting my network settings. I could have restarted the phone, tried deleting things, tried setting it up again, etc - I was happy to try anything non-destructive and told her that.

Unfortunately their script is linear and inflexible, and I was left with a partially working phone as a result. Trying again with a supervisor just led to the same loop.

I'm back to the physical SIM that (luckily) still works, but I highly, highly recommend Google overhaul their customer service. Their phone service is truly amazing but I won't recommend Fi to anyone till their customer service is actually useful when you run into problems. Shame on them.

I am a supervisor at a telecommunications company and if my reps spoke to and disconnected the call on customers the way I have been spoken to and hung up on, they would be terminated. I have been lied to. I have $475 being held on my debit card and was told that price wouldn't touch my account. Now I have $126 and I will have to wait until possibly Monday to get it back on my account. They NEVER have a supervisor willing to take a call. I get lied to about that as well. Refused to be able to stay on the line to take a survey. Hung up on while requesting a member of leadership. I have had nothing but issues with them for the last 4 years. I got a free upgrade, within 2 weeks of having the BRAND NEW phone everything stopped working. A year later same thing happened and I have to pay for the second replacement for the exact same issue. They are a terrible company with terrible customer service. They don't want to help the paying customer, just the young man who is making billions off of us.