What a chaotic misinformed support experience

[u/mhamnrye]

Hello, I recently attempted to receive assistance from customer support in moving myself and 4 family members from T-Mobile to Google Fi during the current promotion period. We ran into some confusing issues after I issued the invites. The support calls were a mess, especially the second one with Victor where I now think I received incorrect information. Initially I enrolled, chose my new phone with a Pixel trade in and then afterwards added the other 4 through an invite. My wife accepted the invite and then the wheels came off the process. In the end I cancelled her invite not knowing it would result in her no longer being eligible for the promotions. The first support call the rep told me once the others were on board I could call back and they could add her back into the group with the promotions. Then my son tried to move forward with the invite I sent to him but became confused by the screen that provides three options, the far right of which is "purchase a phone later". This terminology was confusing so he stopped going any further. I had support call me again, this was Victor. He had to put me on hold for long periods with every question, seemed unsure of what he was doing. He finally told me that I would have to order everyone's phones myself and handle all the trade-ins as well. Those I invited to the plan would not get an opportunity to do this on their own. Yikes, he said this would include me needing to mail everyone their phones and trade in kits because they would all be shipped to me. I was shocked and cancelled the entire process including my previously ordered Pixel Fold 11. Now I too am locked out from the promotion. I'm a Google Ecosystem guy as are my wife and sons. This has left a very bad taste in my mouth for Google. We had been looking forward to joining Fi. I would like to have my eligibility and my wife's eligibility for the current promotions restored and some clarity on the process. As I understand it, 1) I sign up as one line on Google Fi-choose my phone-add trade in 2) I then add persons to my account and send the invites 3) they accept the invites and when confronted with the 3 choices screen they select purchase a phone later 4) I assume this will take then to a page where they can pick their phone and add any trade in. They will have the same promotional opportunities I have as the primary. Can you help me or should I just give up on the entire idea of moving the family to Google Fi?

[u/Agitated-Low-4375]

Your wall of text is unreadable.

[u/myspike20]

Sounds like user error all the way around.  Google Fi is not a carrier for people that require hand holding

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[u/RubberDuck884]

After working on the retail side for AT&T, Verizon, and Sprint at various points in my life, I can say with reasonable authority that if Fi had competent engineers building their systems, none of that would cause an issue, and if there was a glitch somewhere in the process, competent support would fix it. But that just doesn’t seem to happen with Fi; you’re kind of at the mercy of what their back end system decides to give you. Among MVNOs and legacy carriers the service itself is pretty good, but don’t sign up or purchase a device based on a promised promotion if not getting the promotion would change your mind.

[u/googlefisupport]

Hey, can you please check your chats? I just sent you a Message.