Google Reviews 455

I have a major problem with Fi customer service. I had been a Fi customer for years and have liked Fi until recently . A few months ago my phone - bought relatively recently from Fi and very expensive - would not make calls. A search of the internet indicated it was a software problem. I called custom service. They took some info and said they would forward the problem to tech support. Some time later I got an email asking for more data (without instructions on how to get the data). After more back and forth (over a long period) I got the data and sent it along. Then, some time later, I got an email with a request something to try; but, the instructions sent were incorrect. I managed to get the correct procedure from the internet and, unfortunately, the fix did not work. I sent the result and, after the result was sent back to tech support and they replied to the rep, was told the problem was in hardware. This may or may not be true as the same problem is a common (according to the net) and the solution is usually a software fix. So, I asked to speak directly with a knowledgeable person as this back and forth thru 3d parties and email was taking months and, perhaps, we could definitively diagnose the problem. This request was refused. I then cancelled my service. Then I was contacted as to why and, after telling hearing my story, was offered a refund (though they did not say how much) so I relented and bought a new phone from Fi. Then I was told my refund (not really a refund but a credit for future service) was $20. A refund of $20 for hundreds of dollars wasted on a phone and months of paying for nonexistent service was the last straw. Goodbye Fi.

Absolutely the worst customer service I've ever dealt with. At one point the representative I was on the phone will literally stopped responding to me and I had to keep asking if they would respond to me. They would say "I understand and I need to put you on a hold" They cancelled my order for no reason then tried to blame me. Won't refund me more the expedited shipping I paid for even though the expected delivery date was already over two weeks past the original delivery date. There is no one else to speak to other than the representative you're assigned.

Was getting a new Pixel 8, and asked google how to transfer my Esim.
Google Fi was suggested , so loaded the app.
However was immediately in an apptrap, where the only way to go was forward in to some form of contract, and was unable to go "back" or delete.
Decided to uninstall the app, but this does not seem possible. It seems I am getting a common "customer experience" to hundreds of others.
Now considering returning my pixel 8.

I have used Fi for several years and have liked their service until . . . my wife lost her cell phone on travel. The phone is in her name and I pay the account. When I tried to call Google support to get the phone locked, I was told SHE had to call. Somehow the account got locked so she had to go through service phone call hell to get the account reactivated. Then tried to lock the phone, but we didn't have the IMEI number and ON and ON.

THEN to access the account you have to have your phone so they can send a verification code, but you can't GET the code because the PHONE HAS BEEN LOST.

Next step for us is to CANCEL the Fi account and go back to a brick and mortar establishment (likely T-mobile). I have never encountered such a byzantine service system.

If you are VERY tech saavy and you travel a lot, then not a bad service. But don't lose your phone and expect any kind of reasonable response to get it locked out and (possibly) replaced.

When this company first began, it was wonderful. Customer service was great - couldn't be happier.
Last year, I went on their subscription plan which promised to replace my new phone if there were any problems. I had 3 replacements - all refurbished phones that broke down within months. When I called to complain - no one could or would help.

Horrible. New phone and under warranty replacement there is no warranty. They will take my money after 1 day of phone not working.

I've been a customer for 2 years and haven't had issues for the most part. In August, all of a sudden, the hotspot feature stopped working. I was about to leave on vacation so I delayed contacting Google Fi.

Then early September I reach out... and it was *the worst* customer service I've ever received. It took 15 different calls and chats and SIX hours to get a case created and escalated. Post-escalation I received several emails asking the exact same questions I provided over those six hours.
- what device are you using?
- do you experience the same issue at different locations?
- have you tried connecting to hotspot outdoors?
After I responded to the emails, the engineering team went silent for two weeks. Then finally, after I followed up, I was told "your device isn't compatible" < verbatim. No further explanation.

I have responded to them several times since asking for clarification, asking when this changed... and then today I found the list of compatible devices on the Google Fi website and guess what, my device is very much compatible, as are devices several years older than mine.

The fact that they have dragged this on for a month... the fact that they are attempting to get rid of the case by coming up with an excuse... and the fact that I continue to be billed in full for a feature they haven't provided in 2 months... it's disappointing.

I've been subscribed to the highest plan, $65 per month which includes unlimited calls, texts and unlimited hotspot. The cheapest plan, $20 per month, also includes unlimited calls and texts. The $65 comes with features like Youtube Premium that I never activated and have no use of.
I have requested that Google Fi refund the difference since the major differentiating feature, and the only reason I enrolled in their service, hasn't been working for over 2 months now. $45 in price difference x 2 months/billing cycles.
I finally got a response, verbatim: "we will look into compensation once you replace your device and fix the issue".

Zero accountability, zero willingness to troubleshoot and resolve the issue. Absolutely horrendous service.

Chronically forgets how to connect to cell service every time I leave/enter a building or connect/disconnect my bluetooth, (and GOD FORBID I LEAVE WIFI RANGE) it's supposed to be bouncing off of other provider's cell towers for the best connection possible, but I highly doubt every single one isn't providing a good connection. I live in PHX. I have everything enabled for optimal chances of receiving the 5G cell service I'm supposedly paying for.. Unfortunately, GoogleFI only knows how to count to 1G on a good day.. I'm running the newest software update for my pixel 6 and my apps are always up to date. They're even getting rid of their pixel pass plan.. meaning I will be changing providers in 2024. I have been using Fi for about a year now with this being a persistent issue lol

Lastly, for whatever unfortunate hourly worker replies to this review, shove that survey up your- Maybe Google would do better under new ownership (i.e. Elon).. LOL

I started when the company was called Project Fi. After the initial trouble with receiving phones that didn't work, I bought my own phones and it went pretty smoothly until recently. They started billing me every 2 weeks and I got the "no service signal," so I couldn't call, accept calls or texts. Google fi is absolutely the worst cell phone carrier to go with now. I switched to Patriot Mobile and couldn't be happier. Do research before you sign up with Google fi...Google ruins everything it touches.

We recently switched from our old carrier to Google Fi. My sister and brother-in-law have had it for several years, and they have been happy with their service. My husband's Pixel 7a works fine. My phone is a hot mess. I can only text about half of my contacts, and calls sometimes need several attempts to go through. I called their customer service number, and they walked me through a series of tests, none of the texts that I sent went through, and I told them that. I was on the phone with them for over an hour. At one point, they told me to put my phone on airplane mode (but they would call me back if we were disconnected). My phone was on airplane mode for a good 30 seconds....the call was never disrupted, which was strange. At the end of the call, they told me they would escalate my problem to another technician, and they would reach out via email. That email was just a repeat of the tests I had already done with the first technician/team. Nothing has changed with respect to phone functionality. My husband and brother-in-law both have a background in computer science. Together, we tried every troubleshooting tactic they could think of. Last night, we reset my phone to factory settings and started from scratch. Now, I can text/contact even fewer of my contacts than before. I reached out to Google Fi support this afternoon, they said "we are aware of the problem, and we're working on it". They refused to offer a replacement phone, nor did they offer for someone to look at the phone physically. What I have currently is an expensive paperweight.

Edit: After almost 2-weeks of being told to repeat the same 5 trouble shooting techniques, with no improvement with phone function, we were able to cancel our service without the usual penalty. I suspect this may due to me telling them I filed a complaint with the FCC. Seriously, if Google Fi is giving you the runaround, contact the FCC!!

Had to deal with customer service one time and I never let a company I pay spit in my face but I was under contract. I should have chucked the phone into Lake Erie being honest took these losers a month to tell me my phone didn't work. I already knew that, why do you think I sent it in. Then it takes another week for them to ok sending you a replacement. They need a deposit until they received my old one. No problem 3 weeks later I still got no replacement. They received the deposit. They're out of Pixel 5a-5G and couldn't figure out what to do.
Then I say "hey, I haven't had service" for the month they had my phone.
I was told I wouldn't be getting a credit.

Have 4 fake negative reviews on aclasslimousine on GOOGLE business profile based on nothing but lies to ruin it for me! They had already decided at the time of booking to destroy, be unpleasant and attack everything that is normal events! Everything was turned against me during the whole trip as negative although it was normally calm no deviations with me.. hello welcome etc. I had not done anything to them‼️Their stabbing brought me down hard and when they noticed it only got worse
8 against 1 😣
Terrible to be exposed to at your workplace & Google doesn't care if new potential customers can't trust the reviews on google reviews about companies‼️Then the whole idea falls. Google only removes if you violate their policies = writes if Google does not protect companies that are exposed to drives⚠️Why even offer this service
when it is based on 60% dishonest reviews. For all companies
doesn't answer like I did
what actually happened

😣so so sad that it gets
go to like this. Are girls who
takes on me "guessing" because
my profile stands out blonde girl red blazer in front of a Limousine‼️

Then they will destroy hard and viciously. Here is my page if you want to read the misery search aclasslimo and my profile will come up, you won't miss the red jacket 🥊

Lie! They sell you the world but thereafter you will find that nothing is UNLIMITED as they promised. Customer service is useless. Agents lie to you. Application crushes. Terrible!

Horrible and pathetic customer service and products. I got a “new” phone over a month ago and the UI system keeps freezing and keeps the phone from working. I took it to Samsung and was told because I bought it from Google fi that it was their problem. I tried to talk to customer service and got a Bot that just read from a script, they went out of their way to not help and not listen. Google fi was proud of their defective phones and very proud of not helping customers.

Google Fi has a promotion where you get Pixel 7a for free by 24-month bill credit.
We have 4 lines for our family with the Simply Unlimited plan. The plan price is $80 for four lines plus applicable taxes and fees.
We ordered the phones on July 6th and activated them between July 12th and 20th.
Our understanding was that we were to pay $80 plus taxes and fees every month.

However, we had to pay $152.73 in July and $97.43 in August, totaling more than $250 in two months compared to the expected amount of $160 for two months.

When the July bill came in, we immediately requested help and customer service we would get the money back the next month. Next month's (August) bill came and no credit for the previous month.

Now they are saying, that since we didn't activate the phones in July, we won't get credit for the phones meaning we have to pay for the phones in July; this is completely false as we activated all phones in July.

We had to talk to 4/5 different customer service agents to understand what was going on; unfortunately, every one of them gave different answers.

I believe that this company's billing is intentionally made complicated so that normal people like us don't understand and just pay whatever they tell us to pay.

Google Fi's customer service is beyond terrible. I activated the Unlimited Plus plan, used it in US for a week before going to Paris for a 2-week trip. I was planning to use this one month to try the service out and potentially moving my family's 4 lines to Google Fi afterwards. According to Google's website, as long as you activate the service in US, it would work internationally. Well, it didn't. I contacted Google Fi support, talked / chatted / emailed with 3 different people. First of all, the call quality with customer service is terrible, with delays and repeated disconnected calls, probably due to the customer service located in India and I suspect some working from home as I heard baby crying in the background. Secondly, each one of them gave me a different story / reason. One said I didn't activate it in US, even though Google's system showed I have data and call usage in US prior to the trip. Eventually a supervisor emailed me the next day saying that the system determined my primary usage isn't in US so it blocked my international access and there's nothing they can do about it. Talking to the Customer Service team there was like talking to a wall. You can argue about your case logically and all you get from any of them are canned answers. So save yourself the trouble and stay far away from Google Fi. I currently have MetroPCS and Verizon across family members, and had to contact customer service with both. Neither of them is perfect. But comparing to Google Fi, they are like 5-star Four Season hotel experience

Summary: Terrible customer service representatives, poor cell service, known defective phones.

Avoid Google Fi phone service at all costs. Do not trust anything CS tells you and be prepared to be verbally abused by some of them. Google Fi service is the worst of any carrier we’ve had over the decades (all the usual top carriers) – it cuts out, disconnects, doesn’t ring or connect and drops or garbles calls. CS will lie and tell you anything just to get you off the phone and can be rude, and one was verbally abusive. They appear to answer to no one (and will tell you this if you ask for a supervisor).

Do NOT let them talk you into trading in good phones like we did with our Samsung Galaxy S-Series for their crappy Google Pixel phones – THERE IS NO COMARISON. First, you WILL NOT get the credit off your bill for your trade-in that is promised, even when it’s in writing. CS plays dumb and says it’s out of their hands to correct anything, and they will not let you speak to a supervisor…EVER.

Next, the Pixel phones have known battery issues that Google has refused to address, either they swell and catch on fire - we’ve had two batteries swell so far (out of four phone lines) - or the battery connectors fail…repeatedly.

In addition to the swelling batteries we've already experienced, my Pixel phone, and its refurbished replacement, have gone out for the 2nd time in 9 months months with the same battery connector problem, which renders the phone completely dead. It's a known defect in the battery connector.
Each time CS said there will be no extended warranty deductible to either repair or replace it with a refurbished phone because they actually tell you "this is a known issue". Then, to get me off the phone, I'm told to contact a uBreakiFix service center saying "they'll work out the warranty". But the service center explains you have to set up any warranty repair through Google Fi first…so it's back to CS again, and each call takes 1-2 hours because they are so poorly trained that they have to repeatedly put you on hold to ask a supervisor questions.

They’re located in the Philippines so there is also a language barrier and you’ll have to explain yourself at least a dozen times before they minimally appear to grasp the problem (they don’t listen so be prepared to repeat yourself continually). And you WILL pay your deductible in the end, even if the last replacement phone you paid a deductible on goes out with the same issue within months.

This last time, after Google-directed calls to Ubreakifix, and my second call back to Google I was told, after an hour, the issue had to be escalated to tech. After waiting on hold for 30 minutes the rep came back and said they were too busy and would email or call me. She refused to give an estimate on when this would be. It's going on two days now with no contact and I am still without the use of my phone. This is typical of Google Fi if you have to get a replacement phone, expect to be without your phone for at least two weeks. This is now the fourth time we've experienced this due to battery connectors or battery swelling.

In the past 20 years prior to having Google Fi service, we had to get a phone replaced exactly one time, which was through T-Moblie and it was replaced overnight for free.

Their phone warranty is worthless…. These battery connector problems usually cannot be repaired so they send used replacement phones that are not reconditioned and you get another old battery that will either swell up, or the slightest knock will dislodge the cheaply soldered connector that only holds up for about the first 1-2 years of the phone’s life. (It seems intentional to force you to buy an upgraded phone, similar to what Apple got busted for in court with battery drain problems.) You’ll also pay the deductible every single time… even if the battery is defective within months of receiving the warranty replacement phone. I was told if it goes out, even within a week, you will have to file a new warranty repair or replacement request with a new deductible which starts getting expensive. For this reason, my family and I are going back to T-Mobile or Verizon, both of whom now offer family plans that are competitively priced against even the best Google Fi plan.

Note that Google Fi has a one-star average review here on Trustpilot, and also anywhere that isn't a fake pay-to-play review website. Heed the warnings. Don’t believe the pay-to-play review websites or even the pay-to-play review articles, all of whom have their own agendas which are to support Google which in turn “supports” them, not the consumer.

Too bad Congress doesn't initiate an investigation, or perhaps someone will initiate a class action lawsuit.

Got plus unlimited with international roaming and did not work despite activating way more than 24 hrs required before using internationally.
Because we had an owner account and member account were sent round in circles on chat with owner (billing) acc being told contact had to be from member and vice versa in a never ending circle without resolution. Do yourself a favor do not bother

Wanted to port the number from the different service provider but it never happened. Called customer service center and was hold for 54 minutes going back and forth with no resolution.

On top of losing my promotion price for the phones I ordered because I was flat out lied to when I went to activate them and then being forced to pay over $300 on one bill for them with no help to fix the situation, the service is not worth the cost. I hardly ever have good reception, it's always mediocre at best. My phone physically gets super hot when I use it to stream music to the point an alert shows and the battery drains so fast. I've had Verizon and T-Mobile in the past and both were better, I thought this would be a better price and value in the end but it has been more expensive with worse service.