Google Reviews

Bad service unfair billing and rude customer support

I would have given a 0 or negative rating if it was available I am writing this review to share my extremely disappointing experience with Google Fi and their unjust billing practices Despite my efforts to resolve a network activation issue that persisted from the end of February 2023 Google Fi failed to provide a satisfactory resolution I initiated a report and despite submitting detailed information and a bug report the issue remained unresolved Promises from the Google Fi Team on March 3rd 2023 were unfulfilled leading to a prolonged service disruption that forced me to cancel the service on March 8 2023 What is particularly troubling is that I was without internet data service for the entire period solely due to Google Fi s inability to rectify the activation network issue Despite this Google Fi insisted on charging me for the period when I could not use the service The customer support team justifies these charges claiming I am liable until March 8th However it is crucial to note that my decision to cancel was driven by the lack of resolution within a reasonable timeframe Had I known the issue would persist I would have terminated the service immediately upon encountering the problem I find it unjust for Google to charge me for services I did not receive and hope for a swift and fair resolution I urge potential customers to be cautious when considering Google Fi as my experience has been marked by poor service unresolved issues and unjust billing practices I hope this review serves as a warning to others and prompts Google Fi to reconsider its approach to customer service and billing practices

Was getting a new Pixel 8

Was getting a new Pixel 8 and asked google how to transfer my Esim Google Fi was suggested so loaded the app However was immediately in an apptrap where the only way to go was forward in to some form of contract and was unable to go back or delete Decided to uninstall the app but this does not seem possible It seems I am getting a common customer experience to hundreds of others Now considering returning my pixel 8

Lost Their Shining Star

When this company first began it was wonderful Customer service was great - couldn t be happier Last year I went on their subscription plan which promised to replace my new phone if there were any problems I had 3 replacements - all refurbished phones that broke down within months When I called to complain - no one could or would help

its a nightmare Groundhogs Day meets Fight Club

the service on my phone is awesome thr price is awesome if they don t over charge you my bill is nowhere near what it should be its an extra 50 to 60 dollars more than it should be if you talk to one customer rep be prepared to start all over if you have to talk to another rep they have no idea about your previous conversations its confusing Be faster than light because when you chat with a rep you have 1 2 seconds to respond or they end the chat the reference number they give you to refer back to the conversation if you get cut off or have a problem that didn t get resolved is useless because there s no where to refer to the id number oh and ordering from google store or the fi app you aren t informed of which you got your phone from until you need to file an insurance claim which they will file as a warranty claim and coverage is different as each entity fi and store have different insurances getting that tangled web fixed will take weeks or months and if you are told they waive the cost good luck finding out how to relay info to the different reps you chat with because the fee doesn t get waived also they make snide comments that put you down like really pick a struggle because you cant be the worst customer care team and a holes i never thought Google would be this horrible its Google for Pete s sake they need to google how to run a company that s as easy and understandable as their search engine they lack human skills their interface is a maze of dead ends everybody s directing without knowing what the others are directing and your stuck in this nightmare of starting all over everyday like bill Murray in groundhogs day I ve never experienced such a cluster f in all my life and that s not an exaggeration whatsoever please fix this and you could be the best being the worst doesn t fit with what google is

I was charged an extra month of service

I was charged an extra month of service after cancelling While I was told that it would be refunded it was refunded as a credit- to a phone service I cancelled I tried reaching out again months later when I realized that I had never seen that money again and was essentially told that the money can t be transferred and would remain credited to the google fi account until I wanted to return which I will never do considering how awful and unreliable service was with them

It took them 4 months to get my phone

It took them 4 months to get my phone They sent it to the wrong address three times The last two times they tried to blame me and made me prove I wasn t using them I called customer service at least 50 times and it got worse every time Emails to the specialists was not any better as they also didn t know their butts from a hole in the ground and kept making the same mistake what s more the more I interacted with these people who never seemed to understand what I was saying the WORSE the situation became as they all worked INDEPENDENTLY without having any idea of what others had done Just don t use this product till they work out these issues If they ever do

Consistently unhelpful agents

Consistently unhelpful agents To be objective I had been asking why my financing option was being rejected despite having a near perfect credit score of 840 They provide no help simply telling me to try again in 48 hours I thought it might be a fraud alert But i try again and it s sitll rejected They say to contact Experian which I did and Experian has no record of Google Fi even requesting a credit inquiry I ve been completely alone in troubleshooting this and now trying to change google account region in hopes of it working This is only the tip of the iceberg because i ve been trying to order 2 phones one for my wife and she s traveling for work so we need them shipped to different addresses This whole process was extremely cumbersome and resulted in us having to cancel both orders and do it again because I listened to exactly what the agents instructed Like other reviews have said this is not customer service This is YOU attempting to train their customer becuase the customers are MUCH more competent than the agents

Phone Screen Cracked

I cracked my phone screen and have protection through my Google Fi Phone Service I contacted support 3 weeks ago and they were able to set me up with a UBreakiFix store No issues with getting the claim set up The UBreakiFix I went to was out of stock and back ordered on replacement phone screens so i contacted support to get the location for my screen replacement changed Support told me I can only replace the phone and I no longer have the option to replace my screen anymore I told them that this is unacceptable and requested to have my claim elevated to a supervisor They told me I would hear something back with 24-72 hours and it has now been 2 weeks and have had no word from support I contacted support last week and was told again the only option I have is to replace the phone and I told them I would like to speak to their supervisor They told me I would hear something back within 24 hours and it has now been a whole week since I contacted them and have heard nothing back Google support should get 0 stars on this review they dont deserve a star because they are unreliable unaccountable lack communication capabilities and are very inconsistent Google if your seeing this fix your customer service because this is absolutely ridiculous and my issue shouldve been handled within a span of days not over 3 weeks I reaply wish I wouldve seen these reviews before I decided to change carriers because if I did I would ve said screw Google Fi So screw Google Fi and thanks for nothing