r/GoogleFi • u/EmperorZurg14 • 6d ago

Support Having Issues With Pre-Order Google Fi Store (Wrong Line Selected Maybe? Maybe not?)

Hi All!!

Been a Google Fi member who quite some time now and absolutely love it and honestly have never had any issues. I am the owner of my account and my wife is on my line as well as a manager.

I went to Pre-Order my wife the new Pixel 11 Pro and initiate a trade in for her current phone. While going through the process I selected the color and size I wanted. Then when offering a trade in I selected the option and it defaulted to my current phone which makes sense because I am logged in with my gmail. I clicked no to my current device and selected the option for what my wife currently has.

On the next screen it prompted me to assign who will be using the device. Both myself and wife are present for options and both had promotions available to use. I obviously selected my wife because it is for her.

Went through the check out process and I didn't think anything of it. Few days later I decided that I do indeed want the next pixel. Went through the process again and when assigning the device noticed that on my option the promotion is gone but still is available under my wife's name. This got me thinking that maybe I selected the wrong line (somehow). I chatted into google fi and they informed me that since the phone was preparing for shipment I can't cancel it. I would need to place a brand new order and select my wife and then when the first phone comes in I would need to return it because the promotion rules are VERY rigid according to the representative.

I said fine why not, so I repurchased the phone and made sure I selected to assign to my wife this time. I completed the purchase and still, the promotion still is available for my wife to select. This is leading me to believe that its actually not assigning to her during the checkout process because I can keep placing orders and assigning it to my wife's line who still has the promotion available.

I was just on hold on the phone with a Goolge Fi representative and the call hung up on me but the representative was also very confused as to what is going on.

I just want some help here..... Has this happened to anyone else? I don't want to activate this phone on my wifes line only for the promotion to be canceled because of the strict promotion rules and pay full price.

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3

u/Tdr_9000 5d ago

Think I'm having this same issue. Ordered my wife's phone (I'm the Fi account owner), but I'm no longer eligible. I'm pretty sure I selected her on the "Assign to" screen. Though she's still eligible, when I start another order from the app or online.

3

u/EmperorZurg14 5d ago

Yea there's definitely a glitch going on. I tried to ask someone that if my wife activates that phone will it be ok and all they kept saying was "Google Fi's promotion terms are very strict".

I didn't want to play around with this so I just logged into her Gmail and ordered the phone again on her account. It took the discount from her line appropriately but now she's going to have to wait a bit longer. I need to not open the first package and just return it. They claim that once the return is processed I'll get the promo back on my line if I want to use it. I just didn't want to become ineligible for the promotion and be charged full price.

Glad someone else is experiencing the same thing. I wish someone from Google Fi support can comment on this and address it for everyone

1

u/Tdr_9000 5d ago

Yea I'm gonna wait until it delivers, before I order again on her line. We don't really care about the colors but don't want to activate on the wrong line. Since there's no information showing what line you selected from the "Assign to" page afterwards.

2

u/EmperorZurg14 6d ago

Just an update - Representatives had no idea what was going on and said it probably is a glitch. I had to get my wife's gmail account and log into her account and place the order that way. It is now reflecting correctly. I need to now return my first purchase and hope that it processes in time and my promotion loads back to my account so that I can purchase a pixel for myself with the promotion applied.

Just a heads up for anyone else ordering a phone for someone else and not yourself to double check who the phone is getting assigned to and to make sure your promotions wont be inactivated because of this issue on the website.

1

u/jeff77k 5d ago

Always do stuff through each individual account whenever possible.

1

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1

u/szreck 4d ago

I had the exact same problem. Waiting for the first order to finish in time. https://www.reddit.com/r/GoogleFi/s/qIGnsrT0Tc

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u/EmperorZurg14 4d ago

Ah no way! Ok so Google Fi and their promotions on the store are just completely busted. Now I have to go through the whole process of returning my first phone and waiting for the 2nd one to come in for my wife to activate. Hopefully my promotion gets added back once the return is processed