Very disappointing service
I rarely leave reviews, but this experience with Google Fi has been frustrating enough that I feel it’s worth sharing.
I’ve now received multiple replacement devices, all of which arrived defective (issues included a non-working flashlight and display problems). What’s more concerning is the support process.
I initially requested help within the 15-day return window, but was told to wait until my original device was received before moving forward. At the same time, I kept getting notifications that my return hadn’t been received—which turned out to be a system issue that only one support rep eventually resolved after multiple calls.
Since then, my case has been closed more than once without resolution, despite repeated follow-ups and clear documentation that the current device is defective. I’ve had to call multiple times just to keep the issue alive, and ultimately had to request a supervisor.
The final response I received was that I’m outside the 15-day window and can only receive the same model again—even after multiple defective replacements.
At this point, the issue isn’t just a faulty device—it’s a breakdown in process, communication, and accountability.
I’m still hoping for a fair resolution, but in the meantime, I’d strongly encourage others to be aware of how replacement issues are handled if something goes wrong.