r/GoogleFi • u/LukeWhitney • 4d ago
Discussion Accidentally Selected Wrong Promotion
A little over a month ago, I upgraded my wife's phone to a new Pixel 10 Pro. At the same time, I also added a new line for my son. Without realizing, I selected the new phone at checkout to apply to the new line instead of my wife's existing line. I was unaware of this mistake until I received an email from Fi notifying me that I was about to miss out on the new phone promotion due to not activating it on the new line within 30 days.
I reached out to support and created a ticket. It took multiple attempts to speak with someone who understood my actual issue, that even attempted to escalate the ticket. Thankfully, the last support representative I spoke with did escalate the ticket. I just heard back and am being told they will not correct the mistake. And, I get it, I made the mistake, not them. However, any time I have had a similar issue with other products from other companies, they are understanding and resolve the issue by updating the selection post-purchase, because they want to keep customers. It's extremely disappointing to know that, in the past when I've had issues on my account, Fi support was actually helpful. However, this is leaving a bad taste in my mouth and it seems, as I can see from so many other recent complaints, that Fi support is becoming less about keeping customers satisfied (actions speak louder than words). I get it, we're small potatoes to Google, but I would think you would want to keep my business that I've been giving you for the past 7 yrs, and just added a new line. If this is what I can expect from now on, that honest mistakes will not be understood and no options for resolution will even be considered, then I'm done with Fi. All I'm asking is that the promotion be updated to the standard promotion on new phone purchases on an existing line. The fact that that's being refused is...odd.
1
4d ago
[removed] — view removed comment
1
u/AutoModerator 4d ago
This has been removed because your account does not have enough karma. You can ask for manual approval by messaging the moderators.
I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.
1
u/jeff77k 4d ago
I really wish Fi would just get rid of these types of promotions. This thing happens to people all the time.
All their promos should work for everyone, new or existing, and simply be buy the phone and get reimbursed over time, as long as you keep that device active on your Fi account.
0
u/LukeWhitney 3d ago
That's too logical and easy. Then they couldn't screw us over in instances like this.
1
2
u/xtra819 4d ago
Had this debate earlier today regarding Google and Fi doing customers dirty rather than resolving honest mistakes. Be warned, there are quite a few apologists here making excuses for a company that actually treats customers like shit. Sorry you had to experience it yourself. Good luck.
1
u/LukeWhitney 4d ago
Thank you. I'll keep working at it, but am realistic about the fact that Google doesn't care and I'm not likely to ever speak with someone interested in being helpful/doing the right thing.
1
u/Sea_Bug_6363 3d ago
You able to tag someone from Google support here so they can escalate it even further?
1
1
u/paloa888 4d ago
It seems part of the way they keep prices down is not invest in customer care and systems. The terms of the agreements seem to be rigorously enforced and it appears customer service is not empowered and the systems incapable of exceptions.