Google Reviews 455

Horrible customer service.

Let me be clear, I love my phone, and I love my phone service. However, the overseas call center agents are only reading scripts. I can tell you exactly what they're going to say, you will be on hold for 3 to 5 minutes, and then they will read you whatever the most recent email Google sent to you said. They are not empowered to do anything.

I know this because I got my boyfriend to sign up. His phone was shipped out July 17th. July 21st, the UPS driver made it to the house, left us a "we missed you" notice, and then entered into the tracking system that he needed to update the address. That must have been when he stole the phone. The package was not scanned in again after July 21. It is now August 3rd, UPS has already paid out the claim to Google, and they refused to send out a new phone until their secret mysterious investigations department concludes that I can't pick up a lost package from my local UPS store.

That's the advice I've been given so far, just go get it. It's pure idiocy.

It's so subpar for an information company that I am absolutely disgusted with Google at this point in time. All this to save a buck.

This is what happens when big corporates try to save some money they send these jobs to call centers in India and have the custimer pay the big price. Since i opened an account i had nothing but terrible and extremely stressful situation with their representative overseas. They will never resolve your issue no matter what they don’t care don’t hang up on you. Some of them are rude and they don’t even follow up after they hang up on you so moral of the story all these companies should move the customer service centers back to the US provide jobs Americans but also make the customers happy because honestly I freaking hate Google Fi from these encounters that I’ve been having with their customer service experience, it’s just terrible bad I don’t know how to explain that in words, it’s just so bad nothing gets done. They waste your time days and days back-and-forth so many emails and no nobody is able to resolve your issue because they’re not trained well. They have language barrier is just terrible. I had to go back-and-forth about a billing issue after they blocked my billing profile four days and no one was able to resolve it and I am still going back-and-forth with them. Their customer service and emails makes no sense Google do better I’m finding the way you’re treating us the customers. Disgusting!

Very Bad Customer Service! Gaslighting Customer, And Very Bad Support Team. Can’t solve the technical problem. I had network issues. They asked me wait for almost one month to get the service back because they told me my area is repairing the network, which obviously not ! Because the other members of the same area still have the service .

Lots of areas you can’t receive any signals .

And They even not willing to give back the refund of the last month , which I didn’t have the phone service because of their malfunction of their network.

The consensus is clear: Google Fi has the worst customer experience ever. Bought a Bestbuy prepaid SIM but they accredited the amount only AFTER they issued the first bill, hence forcing me to keep it as credits to be used later on. I needed to cancel the service after less than a month, and despite TWO customer chat sessions having told me that they would refund the credits, after another two months they told me that credits are non-refundable. One more thing: when I used the SIM card I bought, they sent me another SIM card, just like a new purchase made entirely online.

The gist: the team does not know how prepaids are supposed to work, nor is willing to take responsibility for whatever it promised the customer. And did I mention that when I expressed this issue, the agent issued only a couple of canned responses and rudely exited the chat?

Horrible experience.
My son's new Google phone broke 3 months before fully paid in 2 year plan.
They asked to be sent to them ti be fixed. He did exactly what they asked, using their label to send it to them at the beginning of June.
After more than a month and a half he doesn't have the phone back, no service and hundreds of phone calls and emails with no results. Nobody gives him an answer, they can't find the phone and he is paying for a service and phone that are not provided. It seems they stole the phone and we can't do anything because the only answer we get: the issue is escalated to the engineering team but no response from them.
Stay away from them!

To be fair, with my Claro chip in Colombia my phone seems to working with Google Fi. Yesterday I got calls and didn't know it. I'm going to try and text my neighbor later.

Google Fi is supposed to be a "global" SIM. It isn't. Took a long winded, convoluted session with customer support to discover the maximum time out of the USA allowed was 90 days.

Furthermore, even the coverage in the USA was very poor. Many places have no reception. They believe their "coverage maps". The reality is very different!

I have Google Fi for longer than most people have and I have to agree with everyone.. terrible service and terrible customer service, everything about it is bad. I had 3 lines in my household and since my Google pay account was compromised with a fraud charge Google is not allowing me to make payments to my phone service. I tried making payments directly from my bank, but is not help from Google customer service. Basically none! Don't bother

Negative service they couldn't possibly make a 1 star company without a major overhaul. Worst experience of my life. When customer service doesn't have an answer for you they just hang up. Not sure why they ask for a good call back number no one ever calls back. Felt very robotic no one can think outside the box and actually give any real help if it's not in there wheel house they don't even offer a solution or another department.

Google Fi is an absolute nightmare of a mobile service provider. Their claim of seamless connectivity and transparency is nothing but a facade hiding their true colors. Let me share my harrowing experience, which involved bad service, hidden fees, slow connection, poor interface with popular phone brands, and a despicable act of canceling my service prematurely, effectively robbing me of my hard-earned money.

First and foremost, the service provided by Google Fi is abysmal. Call drops, poor signal strength, and constant disruptions are a regular occurrence. The frustration of trying to hold a simple conversation without losing connection is infuriating, to say the least. It's as if they intentionally sabotage the user experience.

To add insult to injury, Google Fi has a knack for slapping customers with hidden fees. Suddenly, you'll find yourself burdened with unexpected charges on your bill, without any explanation or prior notice. They are masters of deception, luring unsuspecting users with seemingly affordable plans only to squeeze every penny out of them through deceptive billing practices. While my monthly bill was supposed to be $65, I ended up paying $80 with the difference being attributed to various taxes and other hidden fees. That's a total of $15 per month that you spend with no warning or justification.

And let's not forget about the excruciatingly slow connection speed. Internet browsing becomes an agonizing ordeal as web pages take an eternity to load. Streaming videos? Forget about it. It's a constant battle with buffering and stutters, making the supposed "high-speed" data a laughable concept.

Furthermore, Google Fi's interface with Samsung is an absolute disaster. Compatibility issues, software glitches, and lack of support make it nearly impossible to enjoy a seamless smartphone experience. They claim to cater to all devices, but their performance with anything other than their preferred models is an utter disappointment.

The final straw that broke the camel's back was when Google Fi canceled my service weeks before my billing cycle was over, all because I decided to switch to a different carrier. They callously robbed me of the money I had already paid for that month's bill, leaving me infuriated and betrayed.

All to say, Google Fi is a wolf in sheep's clothing, deceiving customers with false promises and then subjecting them to horrendous service, hidden fees, sluggish connections, and compatibility nightmares. They even have the audacity to steal my money by prematurely canceling my service. Save yourself the heartache and avoid Google Fi at all costs.

Google FI wireless is inflexible in the application of their policies to the detriment of their customers, and the shopping experience. Their plans are not ultimately cheaper or better than the competition. Their device policies are designed that if you have problems you are locked into the device model and payments for said device.
Specific issue: Brand new Samsung s23 ultra (Premium phone, premium price) was defective in 30 days. I asked for a return and that I was interested in purchasing a different new device. Google compelted the return and stated they would replace but would not be flexible on changing the device model.
Customer service completed the RMA authorization but did not cover this despite me clear and early request to change models.
Customer service by email was not empathetic and repeatedly returned the same form answer that they could not help me. The same for when I called support and requested a call back that I never received.
While Google Fi believes they fulfilled the TOS around the device they are incapable of any actions out side of those terms no matter what. They are not empowered to take actions to be helpful.
Additional details I cannot cancel my account until I have kept the new phone for 90 days so that I am not charged a promotional fee (discount I got off the phone lease) even though the phone was defective. My ONLY option is to accept the replacement which will not even be a new phone. To replace the defective phone I will receive a refurbished unit. I will still be responsible for the remaining value of the lease on the phone once I am able to cancel my service.
Yes, google replaced a defective phone in short order, and I am no less well off then when I had gotten the phone new. However they still somehow managed to make the experience awful.

The worst experience ever with a phone Company.
They charged me for the international "unlimited" plan a lot; I moved to Argentina to help a convalescent friend and for the first three weeks I had no internet connection or data in the street. Spent weeks and talked to seven different people that provided several different answers. After three weeks I was able to finally solve it and to my disbelief, the bill came with tht einternational charges retroactively tot the beginning of the plan!! Not only I never received any credit but was overcharged!
Then, a few weeks later, I received another email saying that in 30 days I would be taken off the "unlimited data" benefit because my plan was supposed to be used mainly in the USA... what!!!
I called and all I got was the silly "I am sorry sir..."
AND IF I WANT TO CHANGE THE PLAN, IT TAKES EFFECT UNTIL THE FOLLOWING BILLING CYCLE. SO, WHEN I CHANGE TO THE MORE EXPENSIVE PLAN, THEY CHARGE ME RETROACTIVELY, BUT, WHEN CHANGING BACK TO THE LESS EXPENSIVE PLAN, I HAVE TO WAIT UNTIL THE NEXT BILLING CYCLE TO TAKE THE COST DOWN... THAT IS EQUIVALENT TO UNFAIR BUSINESS PRACTICE
They are after your money, not your service.
Try to avoid them at all, if possible.

The international data plan is not what it is advertised. If you use it for more than a month or so, you get threatened that your service will be cut off, because they want it to be used "predominantly in the United States", but no one will tell you what that means, or what is going to happen. A terrible experience, and I am currently looking to switch to other carriers.

I’m being nice with this 1 star rating.
1. I received the SIM card 7/24 and a week later was the first bill.
2. The VPN constantly drops even when connected to wi-fi
3. You have a 3 day grace period to pay the bill. Called asked for an extension for an additional day they said no.
4. Asked to speak with a manager- you have to schedule an appointment for them to callback 24-48hr

I expected that being backed by a technology company like Google, that the Google FI wireless phone plans would be a no-brainer and backed by great customer service! I couldn’t have been more incorrect as I received the worst service I believe I’ve received from any organization in recent memory (10 years or more). I had multiple service issues and spent about 2 1/2 hours trying to resolve them and I also was out of service on my wireless device for seven days while technicians were trying to troubleshoot the problem! I ended up having to switch back to my previous mobile provider which provided outstanding service and I never should’ve left! What really irritated me is after spending probably about three hours of my time and then porting my number back to my previous wireless provider, they never provided any type of credit for the days I was without service which I found completely unbelievable! Furthermore my account has been closed for over two months and there is a credit balance on the account Due to the prorated charges Given I canceled we’re not automatically applied to my credit card and after two billing cycles I am still waiting on that prorated credit! I feel violated by what I thought would be one of the best wireless providers in the industry and I couldn’t be more disgusted with Google! They don’t allow their employees to be empowered and the technical divisions of the company who do troubleshooting seem to lack basic knowledge that’s needed to do their jobs and they basically will just tell you that they are sorry they cannot help you! I guess I should be satisfied as that’s the honest truth, it would have been wonderful if I had read reviews prior to signing up!

Their coverage map is filled with lies, and when i called them on it, they kept asking me to contact them from the email address that was having trouble (my wife's, who is currently staying in a rural area where she supposedly has 5G, but doesn't even have emergency service). So that's clearly impossible when she has to drive a mile away to get a choppy voice connection and 10 miles away get a horrible data connection. When i asked the "customer service" rep if i he thought i was stupid, he told me i was using offensive language and he disconnected the chat. I'll be paying off the pixel 7s we just bought and moving to Verizon as soon as my wife returns from her trip.

Crappy customer service. Reminds me of the decade old CDMA networks store where you get scammed by the staff. I bought two terrible 6a's. Returned them. Then they rise the replacement phone prices on me when I am logged in!! Note to Google: if this isn't resolved in 48 hours then I am pulling my business ad budget and moving it over to bing where ads are cheaper anyway. FI may be the reason I transition off of googles platform

They wanted me to make a payment by the 26th even though I was fully caught up on the 9th with a threat to discontinue service by the 26th if I didn't pay. All the while having to play mental gymnastics trying to explain this to customer service with reasoning being convoluted at every angle.

My phone has not been able to connect to Google fi for 6 days. I have called every day. Every day I get the same answer. We will send you an email. How does that help? I need a working phone now. No one will help me. I am beyond frustrated. The only thing I know to do is to give a review so that other customers can be aware of this service. And I will do that on every outlet possible.

If Google Fi wanted to follow the path of T-Mobile, they failed gloriously. DOA, for sure!

If you are spending extensive time abroad, this is not it. Choppy connectivity is common. Suspension of service abroad is my pet peeve. When asking the Customer Service agent how long it takes to lift an international roaming suspension the answer was "until we see that the service is primarily used in the US" ... Short version: "We" = 'The system'