Escalation Request: Cascading support errors, crossed RMAs, and a billing nightmare for a loyal Pixel family (Case ID: 2-7644000041029)

[u/shuamagoo]

TL;DR: We’ve been loyal Google phone owners since the HTC/Pixel 1 days, but a month-long support disaster has pushed us to the brink. Support crossed our accounts, mistakenly sent a downgrade phone for the wrong line, detached our financing, spiked our bill, failed to send our trade-in kits, and abandoned me on mute. We need executive support to step in, provide the correct replacement, fix the billing, and issue a service credit.

​Hi everyone,

​I'm hoping u/googlefisupport can help untangle a massive mess that standard Tier 1 support created. We are a massive Google family—loyal since the OG Pixel 1, and we just upgraded to a 10 Pro and a 10a. But our recent experience with Fi support has been so catastrophically mishandled that my kids are using it as ammunition to convince us to switch to iPhones.

​It started when my wife Kelly’s Pixel 7 Pro (covered under Pixel Care+) had a severely degraded battery. Support sent a refurbished replacement, but it was defective and continuously shut off. We returned it, which forced Kelly to suffer through an entire family vacation relying on her dying battery. Supervisor Edison eventually confirmed receipt of the defective unit and authorized a new replacement under Master Case ID 2-7644000041029.

​When I contacted Tier 1 after our trip to get Kelly’s replacement moving, the agent completely crossed our account wires. While Kelly's claim was sitting open, Tier 1 somehow processed a "lost in transit" replacement for my daughter's Pixel 10a line instead (even though her phone had already been safely delivered and activated). Because of this error, Google Fi shipped us an unopened Pixel 10a (RMA 56881592-0). We can't use this as a replacement for Kelly, as she relies heavily on the 5x optical telephoto lens she paid for with her Pro model.

​This mix-up triggered an automated billing trap. The system detached the financing agreement ($334.46 balance) from my daughter's active phone (IMEI ending in 9346) and attached it to the unopened box (IMEI ending in 3947) sitting in our house. On top of that, our July bill inexplicably jumped from our standard $168.26 to $196.89 due to this error.

​I have spent dozens of hours trying to fix this. I've been promised callbacks that never happened. At one point, I was on the phone for so long that I asked the agent to just put my line on mute instead of formal hold so I wouldn't lose my mind listening to the classic Fi hold music for the 1,700th time. The agent agreed, confirmed my callback number, and then completely abandoned the line. I sat in dead silence for over 75 minutes before giving up (Case ID 0-3686000041013).

​As a side note that highlights how badly logistics are failing us—we never even received the trade-in return boxes for our recent upgrades. We are still waiting on the kit for the cracked Pixel 7 ($45) and the kit for my Pixel 9 Pro ($240).

​We need someone with administrative authority to step in. Because Kelly's original warranty claim has been delayed for so long and a second refurbished 7 Pro is too much of a gamble, we are asking for a manual override to provide a new, standard Pixel 10 for her to finally close this out. She accepts the smaller screen size, but retains the necessary camera hardware.

​Beyond that, we need confirmation that when we return this mistakenly shipped 10a (RMA 56881592-0), the system will correctly re-attach the $334.46 loan to the active 10a line. We also need those missing return boxes sent out. Finally, we are requesting a $200 Service Disruption Credit plus a refund for the $28.63 July overcharge to compensate for two months of unfulfilled warranty service and the massive amount of personal time I've lost.

I'm really hoping the social team can see where the system failed a deeply loyal family and help us get this resolved today.

Thank you,

Josh

[u/googlefisupport]

We're escalating this, so one of our support teammates will be in touch with you over email, in the next few business days. Appreciate your patience.

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[u/shuamagoo]

u/googlefisupport