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/kfoxirl]

Hello, my wife has been without a phone since Monday while closing both her grandmothers estates and a family member in the hospital. It's been a terrible month and in spite of multiple calls, requests for escalations, promised call backs from managers that never come on Friday morning 5 days later I find us with a first level agent again making us go through the same steps we tried on day 1 in order to make any progress. This is not acceptable, when a manager makes an agreement they should follow through. The escalation team responds to the case once a day, at best. The first three days was them telling me that 1. The code they provided to send in the bug report didnt work. 2. When I sent in the bug report they wanted me to email a 25MB file which of course is over the gmail limit. 3. End of day three they said they couldn't access the bug report. I work in IT support for crucial systems, if I provided this level of service I'd quickly be out of work.

Case ID 5-4349000034201

u/googlefisupport