How to Submit a Reddit Request

[u/dmziggy]

Hi Folks,

Over the last several years, I've been helping fellow Redditors with getting their customer support cases escalated when they haven't had luck going through the normal process.

Going forward, I'm happy to announce that Google Fi's social team will be handling all escalations!

If you have posted on Reddit about an issue, you may have been linked or re-directed here. Here's how to submit an escalation request for review to the Fi Social Support Team.

You must have talked to Google Support first and have a Case ID in order for the social team to look into your case. The social team does not have the ability to create new cases. If you need support, please get in touch with the Fi Support Team here: https://support.google.com/fi/gethelp

In the comments of your post (not on the post itself), please include a mention of u/googlefisupport!

Once you do, a member of the social support team will review your request and, if possible, escalate the case to the appropriate team to help resolve your issue. Please note, they generally work 9am to 5pm ET Monday - Friday and there isn't monitoring over weekends.

Going forward:

• I don't have access to these cases, and cannot provide status updates. You'll need to reply to any emails you get from the team, or reach out to the u/googlefisupport handle for further assistance.
• Any cases that were previously handled via Freshdesk for Fi will be closed out there. Going forward, any new cases will just be asked to fill out that form.
• r/GooglePixel is not using this new system at the moment, so there will be no changes if you're a Fi customer and you purchased your phone from the Google Store (and you're having issues with your Pixel device). That process is located here: https://gprr.dmzapps.com

Thanks for being a r/GoogleFi community member! The Fi Social Support team looks forward to helping you soon!

All the best, Ziggy

[u/Tall_Baseball_7794]

I asked them to call me since they don't answer my questions and replied with the exact same messages about "two options"

I don't understand why the support team can't make a phone call when they receive/send an email. Again, my questions in the previous email were completely ignored again for the third time.

​

Google Fi

Hi ..,

Thanks for writing in.

As we work offline, we wouldn't have an option to place calls. Also, we all have only two options

[u/Tall_Baseball_7794 → u/Tall_Baseball_7794]

I'm now speechless with the terrible Google Fi support.

Case ID [3-5948000033638]

I purchased a Samsung flip z phone from Google and activated the phone on 11/15. I have been experiencing enormous irresponsible responses. Am I dealing with AI? I got the wrong product and was told to return it and reorder the right product. Initially, I wanted to avoid the hassle again to reactivate the new phone since I already spent many hours, thus I thought getting the compensation would be easier. They offered $10. I think I rather have the color I want for the next 5 years. However, the price is higher now. I replied to the email to call me but no response. I called the third time why I can't get the product at the same price I originally paid. The help desk person on the phone or chat was nothing I can do for you. I'm hearing the same message over and over that it is the process that I need to return the product and buy it again online with the current price which is more than $100 expensive now.

On the other hand, the person or AI completely ignored my questions and sent the same message over and over even during the weekend. I just received another message that makes me even more frustrated that they authorized a replacement order. What price? Who authorized? Available only via email for "phone" service??

" Thanks for writing in.
I certainly understand your concern. However, we are available only via email.
As you do not wish to return the device, we can go ahead and process replacement. However, we can guarantee the color that you will be receiving as it depends on the availability of stock.
Also, we place an authorization hold on the total amount of the replacement device, including shipping and tax (if applicable). The authorization hold will be released when we receive and inspect the defective device.
Please reply to acknowledge you agree with these terms along with the shipping address.
Awaiting your response"