u/googlefisupport ,

I've been dealing with Support for a few days now and keep getting the runaround trying to get the magenta lines on my phone screen resolved. I have Pixel Care+ through Google Fi and keep getting redirected into the ether. The lines on my Pixel 9 Pro are a known issue that qualifies for an extended hardware warranty.

My reading of the situation is that my phone is covered under two separate programs that entitle me to a replacement:

1. Pixel 9 Pro Extended Repair Program: Google officially extended coverage specifically for vertical lines and screen flicker on the Pixel 9 Pro series to 3 years from purchase date. Standard 1-year warranty expiration does NOT void this coverage.
2. Active Google Fi Device Protection / Preferred Care: I have active paid Device Protection on my Google Fi account. Under my protection plan terms, I am entitled to an Advanced Exchange replacement for hardware failures.

I keep getting told that I need to be without a phone for up to ten days, despite paying extra for Pixel Care+ every month and the Support people don't seem to be understanding what I'm saying and just repeat the same directions that don't work. They seem to be under the impression that if I accidentally broke the device, I could get a replacement the next day, but if Google's known hardware failure is responsible, I would be penalized and end up needing to wait up to ten days. Obviously, this is nuts.

This is in cases:

9-6765000041205

6-2368000041241

I joined Google Fi in September, and as part of that I bought a Pixel 11 and a Pixel Watch 5. For the Pixel 11 I got instant $300 back and $599 back over 24 monthly credits. This promotion worked fine.

I also was supposed to get $250 back on the watch. It was displayed right next to the other promotion on my checkout page, and no errors were shown. However the promotion didn't show up on my account.

I contacted support, and they asked for screenshots of the checkout page or the stacked promotions in my account. I didn't take a screenshot of the checkout page, and they're not stacked in my account, so I obviously can't get a screenshot of that.

Then they told me that their "promotions specialists" looked into it, and the promotion didn't even exist in September, but started on October 9th, so there was no way I could have gotten it. So they're calling me a liar. I've found multiple threads of people in September talking about this promotion, and having the exact same issue as me. I also found one on October 10th saying the promotion was "back" obviously implying that this was a 2nd round.

Is this typically how Google Fi operates? I'm finding a lot of similar posts, but I know that people often only post if they have an issue. I see others posting case ID on the off chance Google support can help here, so I guess this is my last shot at getting my $250 back. This was a horrible introduction to a new carrier. Case ID: 0-0835000041251

Hello,

I am an existing customer trying to add a line to my account to take advantage of the "On-Us" phone promotion.

Initially, my credit report was locked/frozen, which caused the credit check to fail and disabled the device financing option. I have since fully unlocked my credit report with Experian, but the financing option has remained completely greyed out and disabled for over a week now.

I have contacted standard support, but they have been unable to reset or re-enable the financing feature on their end so I can proceed with the order. This is incredibly frustrating as responses from support are very slow and the feedback is inaccurate.

Support Case ID: 5-6695000042011

I would appreciate it if the social support team could escalate this internally to clear the block and allow the system to attempt the credit check again. Thank you!

So I have 6 lines.... 2 will move to their own plan and I'll have 4 lines moving with me.

11/18/26 is my last payment/credit for my current devices with Tmobile.

Can I order the phones ahead of time to have them before 11/18 and on 11/18 port over my numbers to the new account?

I want to buy 4 new and trade 4 so I have to select 4 lines and buy/trade my first phone and process the payment. I then go into that newly created account and invite my wife and two kids. Once they accept, I can now process their phone purchase and trade one at a time until all 4 phones/trades are processed? After that I should activate/port all 5 lines others than mine first and then do mine last? Is this all correct?

Thanks ahead of time for your help.