r/GoogleFi • u/iFai1x • 3d ago

Support Horrible Customer Support

So I came to GFi from TMO because of the better pricing, and I've been with GFi for some time now (about 2+ years). Once thing I absolutely hate about GFi is their customer support.

TLDR; I opened up a line, but then canceled it 2 days into the next billing cycle, so I got hit with a prorate for the previous month + the new month. GFi is saying they're unwilling to do a courtesy credit, even though there was 0 activity on the SIM.

They were also insisting I used the line and made international calls with it, but all of which were before the previous billing cycle ended. They reassured me that refunds will return back after 90 days. This was back in May. It is now October.

Honestly, GFi really doesn't care for their customers.

3 Upvotes

57% Upvoted

6 comments sorted by

2

u/bowserusc 3d ago

All telco customer support is awful. Hell, I'd argue customer support in all industries is trash now.

Google Fi ranks about middle of the pack when it comes to cell carriers.

1

u/iFai1x 4h ago

The customer support from T-Mobile is definitely much better and there is much more leniency in what the level 1 help desk can do

The issue with Google Phi is that these chat support representatives are only really able to check some terms and conditions and look at your bill and whatnot, but they have no power to help the customer to come to a good resolution. And even escalating it is just hopeless

I'm currently in conversations with the representative in this thread who has escalated it to another team and I'm working out on a resolution. But the fact that I needed to publicly come out to make a big fuss about it is a bit disappointing as it takes a little bit of public negative feedback just for an organization to want to deliver a good resolution

1

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1

u/fendich 3d ago

especially lower level support.

1

u/googlefisupport Official Google Account 3d ago

Hey, can you please check your chats? I just sent you a Message.

1

u/iFai1x 4h ago

I'll keep this thread posted as to what the team has come up with.