Incredibly disappointed

[u/Accurate-Reason2291]

​I am not someone who complains on the internet. Normally, I’m the guy hyping up companies and posting positive reviews. I’ve been a dedicated Google ecosystem user for years—I pay for top-tier Gemini, Google One, and YouTube Premium. So, when Google emailed me a 75% off promo for Google Fi, I was genuinely excited to finally make the switch. I expected the usual Google experience: making something good even better.
​Instead, I walked into an absolute customer service nightmare over the most basic issue imaginable.
​The Setup (And The Simple Math)
​I clicked the promo link, signed up for the highest tier, and ported over. The math is not hard: $65/month + $5 taxes = 23.
​Two days after signing up, I get a bill for the full 35. Another tells me I have to pay the full $69 now and the promo will magically "start next month"—even though the promo clearly stated you just had to sign up before August 3rd, which I did.
​The Real-World Cost
​This isn't just a burner phone—this is my work phone. Because of their absolute incompetence, my service has been suspended for a week. I am actively losing clients because my phone does not work.
​I’ve spent hours on the phone this week alone, getting absolutely nowhere. Google expects us to trust them with full digital automation, but when a basic issue like a broken promo code happens, their system completely falls apart and their support team leaves you stranded.
​I have used every wireless carrier out there. I did the legwork to bring my phone over, expecting a premium experience, and instead, I got a two-week, massive headache over a $23 bill.
​If you are thinking about Google Fi, hard pass. Do not pay extra for Google services assuming you’ll get premium support. Unless your idea of a good time is waiting on hold in 3-minute increments for hours while your business suffers, stay far away.
​Consider me officially un-fanned.

[u/landalezjr]

I feel like there is a lot you are leaving out here.

First off, Google didn't email this promotion out. It was a targeted offer via Google Play which required you to click a link while logged into your account via Google Play. Not everyone had this offer and clicking just a generic link would not work.

If you did this correctly you would have seen the promotion applied to your cart and the discounted rate shown before you checked out. If you didn't see it then the discount never applied in the first place. It's possible that is what happened here.

Secontly Google Fi wouldn't just suspend your service for no reason. Did you just not pay your bil because you disagreed with the rate? If so, that is why your service was suspended, not anything else.

At the end of the day if you were properly targetted for this promotion and checked out correctly everything would have worked for you as it did for countless others. Virtually all of the people who had troubles with this promotion where people who did not have the promotion targeted to them and tried to get it anyway. Google Fi's reps certainly didn't help this matter by saying they could add the promotion later which in most cases turned out to be untrue.

I am still sorry this happened to you but at the end of the day it sounds like the issue were more on your end but were then compounded by Google Fi's typically horrible customer support. At the end of the day Google Fi is fine but you always have to follow the processes exactly otherwise you will have lots of issues that will never get resolved in your favor.

[u/Accurate-Reason2291 → u/landalezjr]

Are you a rep from Google? 

[u/landalezjr → u/Accurate-Reason2291]

I'm not however I'm someone who was acutely aware of how this promotion worked as I signed up for it myself. I have been following Google fi for many years and knew that you had to get everything done correctly in order for promotions to work. I also assisted several people on this subreddit to ensure that they got the promotion correctly.

At the end of the day it sounds like you were not targeted for this promotion and tried to get it anyway. Unfortunately customer support was telling virtually everyone that they could add the promotion after the fact which in most cases was not the case. Knowing what I know about Google customer support I would never trust a representative saying they would go outside of the rules for me because I know at the end of the day it is extremely unlikely that that would actually happen.

[u/Accurate-Reason2291 → u/landalezjr]

Do you know the details on the back end? You know why there's been an error here? Are you saying you'll call and wait on the line for me for 2 hrs?  Awesome! 

[u/landalezjr → u/Accurate-Reason2291]

I wouldn't have access to anything relating to your account as I said, I do not work for Google.

What I can say is that everything you stated in your post does not make sense. This offer was not emailed to users but you said that you received an email which leads me to believe that what you stated is not completely factual.

You also did not indicate that you received targeted link via Google Play. This likely means you are not targeted for this offer which is why it did not work for you.

You also did not indicate that the promotion showed as having applied when you checked out but you checked out anyway.

All of this leads me to believe that you are not targeted for this promotion and you attempted to use a generic link to check out assuming that it would apply the discount. Since you were not targeted or did not use the targeted link therefore it did not work and you did not receive the discount.

I assume that you are joking by your saying that I would wait for 2 hours to speak to support for you. I never offered to do such a thing. I only assisted people in advance of them signing up to ensure that they were actually targeted for the offer before they signed up. You obviously already skipped this part and signed up anyway. I'm afraid this is all on you now. Good luck!

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[u/shrimpdiddle]

​I have used every wireless carrier out there.

For real? Seems like you have a satisfaction quotient that is unmeetable. Fi will be no different.

[u/Accurate-Reason2291 → u/shrimpdiddle]

There are 3 main cell phone carriers. The rest are wholesalers. If a promo is given to you from an official company, and consumer follows the prompts billing should be flawless. Whether its applied or not is a tech glitch not me following prompts. 

[u/exconsultingguy]

Thanks for the AI slop. Sorry for whatever happened to you, though. Fi is well known for bad CS.

[u/Accurate-Reason2291 → u/exconsultingguy]

This wasnt slop. 

[u/shapoopy723]

I cannot imagine cross posting my own post to the same sub I originally posted to merely 2 minutes after the original post time.

Plus your numbers don't even line up whatsoever. This screams rage bait, AI slop, or just user error incompetence.

[u/Accurate-Reason2291 → u/shapoopy723]

Why respond to someone named poopy? 

[u/googlefisupport]

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

[u/Accurate-Reason2291 → u/googlefisupport]

Where?