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Do we live on a different planet? Google Fi is well known to be one of the worst customer services. I used it for a couple of months and most obvious queries ar

Do we live on a different planet? Google Fi is well known to be one of the worst customer services. I used it for a couple of months and most obvious queries are automated. Anything that requires an human barely gets any attention. The subreddit for Google Fi is very telling.

bronco21016 6y ago
I think the parent is referring to when it initially rolled out. I was among the first customers when it came out and the customer service was indeed excellent. I was always able to quickly get through to talk to a native English speaker in the US. The support staff were always very knowledgeable and friendly as well. I didn't last long on the service though. I just couldn't live without my iPhone in those early days of the service. No idea how things are now. EDIT: My bad, I see parent is referring to present day. Experience from the early days still stands though.
OkGoDoIt 6y ago
I can’t speak to their email or chat support, but I had to call them a few weeks ago and got through to a human nearly immediately with no frustrating phone tree or hold or any issues. Perhaps their support is inconsistent, but I’ve never heard anything but praise about Google Fi customer support. Especially compared to literally any of their competitors.
- murgindrag 6y ago
  There were threads on the internet about thousands of people permanently losing their phone numbers to Google Fi, and having no way to get them back, ever. Google didn't do a thing. Automated systems and disempowered minimum wage drones all the way down. Basic outline was that Google Pay would mark something as suspicious, and refuse to take payments. Payments would stop to Google Fi, resulting in the number / service being frozen. At that point, the whole thing would grind to a halt: * No way to pay Google * Overdue payments and accumulating problems * No way to port number out with overdue account All based on Google's automated systems falsely triggering suspicious activity detection. It didn't happen to me, but I would never, ever, ever even consider Google Fi. I have T-Mobile. Not very competent, but I talk to a human being every time, and if there are problems, they escalate to people empowered to fix them.
esrauch 6y ago
I use Fi and the customer service is just OK, but the baseline comparison is Verizon where the customer service was easily reached but worse than terrible. More than once after talking to them I had seemingly compelling arbitrary fees added or removed, and once the caller ID entirely stop functioning on all phones on our family plan based on actions from CSRs.
jdm2212 6y ago
The one time I needed Fi customer service, I only got my issue (which had left my phone unable to make calls) fixed after months by abusing my Google employee privileges and complaining directly to Fi engineers. EDIT: I absolutely love Fi. I've had no issues except that one time, and it was years ago. I show up in any random foreign country and every just works. My phone bill for me and my wife both is less than $50 a month these days, which I'm pretty sure is less than a lot of people pay for just one line. But I have this nagging fear that one day my account will stop working and I'll have to call up friends who are still Google and see if they can intercede.

bronco21016 6y ago

I think the parent is referring to when it initially rolled out. I was among the first customers when it came out and the customer service was indeed excellent. I was always able to quickly get through to talk to a native English speaker in the US. The support staff were always very knowledgeable and friendly as well. I didn't last long on the service though. I just couldn't live without my iPhone in those early days of the service. No idea how things are now. EDIT: My bad, I see parent is referring to present day. Experience from the early days still stands though.

OkGoDoIt 6y ago

I can’t speak to their email or chat support, but I had to call them a few weeks ago and got through to a human nearly immediately with no frustrating phone tree or hold or any issues. Perhaps their support is inconsistent, but I’ve never heard anything but praise about Google Fi customer support. Especially compared to literally any of their competitors.

murgindrag 6y ago
There were threads on the internet about thousands of people permanently losing their phone numbers to Google Fi, and having no way to get them back, ever. Google didn't do a thing. Automated systems and disempowered minimum wage drones all the way down. Basic outline was that Google Pay would mark something as suspicious, and refuse to take payments. Payments would stop to Google Fi, resulting in the number / service being frozen. At that point, the whole thing would grind to a halt: * No way to pay Google * Overdue payments and accumulating problems * No way to port number out with overdue account All based on Google's automated systems falsely triggering suspicious activity detection. It didn't happen to me, but I would never, ever, ever even consider Google Fi. I have T-Mobile. Not very competent, but I talk to a human being every time, and if there are problems, they escalate to people empowered to fix them.

esrauch 6y ago

I use Fi and the customer service is just OK, but the baseline comparison is Verizon where the customer service was easily reached but worse than terrible. More than once after talking to them I had seemingly compelling arbitrary fees added or removed, and once the caller ID entirely stop functioning on all phones on our family plan based on actions from CSRs.

jdm2212 6y ago

The one time I needed Fi customer service, I only got my issue (which had left my phone unable to make calls) fixed after months by abusing my Google employee privileges and complaining directly to Fi engineers. EDIT: I absolutely love Fi. I've had no issues except that one time, and it was years ago. I show up in any random foreign country and every just works. My phone bill for me and my wife both is less than $50 a month these days, which I'm pretty sure is less than a lot of people pay for just one line. But I have this nagging fear that one day my account will stop working and I'll have to call up friends who are still Google and see if they can intercede.