1. The Donkey's Avatar
    Hey all. Hope you all are well. I have an issue with Google Fi and Pixel 5 antenna and wondering if anyone has dealt with Google FIs customer service.

    So I had an issue with my Pixel 5. Went through all the resets and we came to the conclusion that it's a hardware issue. No problem. That's what warranties are for. Not mad. I'm cool with it.

    They told me I have to pay full price for a refurbished phone and then they will refund the money when they received my broken phone. I can't afford to pay for to loss or work hours because of covid-19.

    I sent my broken phone in and they received it. Confirmed by their CS members that they have possession of it.

    They won't send the replacement out because I have to buy the replacement and then they will refund my account within a few days.

    Over 3 hours with Google Fi going in circles and nothing came of it besides they have my phone and they are bullying me to buy a replacement which they will refund in a few days.

    This doesn't make sense. Does anyone had similar issues with Google Fi? How did you get your phone back or replacement?

    Please don't flame me. I really am poor right now and can't afford to hold 800.00 plus tax for a few days up to a week.
    01-30-2021 11:33 AM
  2. Rukbat's Avatar
    The choice is 1. You pay for the replacement and it's shipped out immediately. You get a refund when they get your pld phone.
    or
    2. You send in your old phone, they check it and, if the problem is covered under the warranty, they send you a replacement.

    Someone there didn't understand something. Contact them again (they call back pretty quickly) and ask to speak to a supervisor. (What's happened so far is in their computer records for your problem - you won';t have to explain the whole thing from the start. Just ask the first person to pull up the record and read it, then you'll talk to them. Be polite and pleasant. You get a lot more from Google that way than if you demand things.)
    J Dubbs likes this.
    01-30-2021 12:14 PM
  3. kjjb0204's Avatar
    I would definitely escalate at Google CS. That doesn't make any sense that they won't send you the replacement unless you pay them something.
    J Dubbs likes this.
    01-30-2021 12:19 PM
  4. The Donkey's Avatar
    Thank you for your responses. I truly appreciate it.

    Google Store CS doesn't care cause I purchased the Pixel 5 through Fi. Fi keeps giving me RA#s when they already have my phone. Since they have my phone already, the exchange should happen without money. It's 100% phone failure not a network issue.
    01-30-2021 02:51 PM
  5. racedog's Avatar
    Thank you for your responses. I truly appreciate it.

    Google Store CS doesn't care cause I purchased the Pixel 5 through Fi. Fi keeps giving me RA#s when they already have my phone. Since they have my phone already, the exchange should happen without money. It's 100% phone failure not a network issue.
    Did you send your phone back without an RMA# given to you by Google and marked clearly on the return box?

    If so, you may have created a major issue because they have your phone but they have no idea why. An RMA# associates the return with a customer issue, without one it's just some item sent to them with no idea why.
    01-31-2021 05:13 PM
  6. The Donkey's Avatar
    Yes. On the box and the packing slip. Google has it. They know they have it. I have emails and "chat" screen shots with them saying they have it. They are bullying saying I have to buy it then they will refund me in a few days. Right now, financially, is not a good time. Like many many people, my wallet is thinner. So I'm stuck. I was hoping someone had something similar happen to them.
    J Dubbs likes this.
    01-31-2021 09:48 PM
  7. Rukbat's Avatar
    Just call them and ask to speak to a supervisor. If s/he can't help you (which probably won't happen), ask to have it escalated to level 2.
    02-01-2021 05:55 PM

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