I had a 1 1/2 yr old Nexus 6P with the battery draining issue. I contacted Fi and they offered a replacement to a Pixel XL for $99. Sure, no problem. I received the replacement just after Thanksgiving 2017, and I paid the $99 device replacement fee on the next bill as agreed.
Just after Christmas, the new Pixel XL suddenly stopped working. It was only a month old and well within warranty, and Fi shipped me a new one and I returned the replacement.
All was fine until the February bill came, for a surprising $170.06. This included a $99 device replacement fee, apparently for the second Pixel XL. I contacted Fi on 2/6. They escalated it to a specialist. On 2/7 they tried to charge my card on file for the full amount, but my bill wasn't even due until 2/13. Luckily for me, the card had expired and they couldn't pull the funds. I got repeated notices that my service would be terminated on 2/10 if I didn't pay, which is surprising since my bill wasn't even due until 2/13.
I again contacted Fi and they extended the deadline for payment until 2/17. The $99 was refunded to the defunct card on 2/7, which they didn't tell me and I didn't find out about until later. On 2/14 I requested an update and was told the card had been refunded, and to please update my card info so they could pull the full amount of $170.06. Now the card issue isn't their fault and I'm not complaining about that. I begrudgingly updated the card info to the new card on 2/16, so they could pull the $170.06.
I was even more surprised when they took $269.06. It appears they added yet another $99 device fee, and had already taken the money out of my account.
It goes without saying that I am FURIOUS.
I objected to the payment on 2/17. This all started on 2/6. It's now 2/23 and I don't have my $99 back yet. So far I've been told: "We have limited capabilities regarding refund methods", "There isn't a way for us to expedite this process.", "I'm currently waiting on our Highest tier of support for a response", and "The escalation process is a bit strict, so I apologize for the wait time", and my favorite: “just trust us”. A few minutes ago they said “However, in this case, we're experiencing some difficulty. We've tried refunding the charge multiple times and due to some backend errors, it has been unsuccessful.”
Ridiculous. They're trying to tell me that a company as large as Google doesn't have the ability to quickly refund $99 that is a result of their own error? They also included a link so I can cancel my service. Well thanks Google, I see how much my business means to you.
I was very happy with Project Fi until this disaster. I could have dealt with the billing errors, but the appalling lack of customer service is too much. I'm now shopping for a new carrier with my brand new Pixel XL. I won't be recommending Fi anymore.
Just after Christmas, the new Pixel XL suddenly stopped working. It was only a month old and well within warranty, and Fi shipped me a new one and I returned the replacement.
All was fine until the February bill came, for a surprising $170.06. This included a $99 device replacement fee, apparently for the second Pixel XL. I contacted Fi on 2/6. They escalated it to a specialist. On 2/7 they tried to charge my card on file for the full amount, but my bill wasn't even due until 2/13. Luckily for me, the card had expired and they couldn't pull the funds. I got repeated notices that my service would be terminated on 2/10 if I didn't pay, which is surprising since my bill wasn't even due until 2/13.
I again contacted Fi and they extended the deadline for payment until 2/17. The $99 was refunded to the defunct card on 2/7, which they didn't tell me and I didn't find out about until later. On 2/14 I requested an update and was told the card had been refunded, and to please update my card info so they could pull the full amount of $170.06. Now the card issue isn't their fault and I'm not complaining about that. I begrudgingly updated the card info to the new card on 2/16, so they could pull the $170.06.
I was even more surprised when they took $269.06. It appears they added yet another $99 device fee, and had already taken the money out of my account.
It goes without saying that I am FURIOUS.
I objected to the payment on 2/17. This all started on 2/6. It's now 2/23 and I don't have my $99 back yet. So far I've been told: "We have limited capabilities regarding refund methods", "There isn't a way for us to expedite this process.", "I'm currently waiting on our Highest tier of support for a response", and "The escalation process is a bit strict, so I apologize for the wait time", and my favorite: “just trust us”. A few minutes ago they said “However, in this case, we're experiencing some difficulty. We've tried refunding the charge multiple times and due to some backend errors, it has been unsuccessful.”
Ridiculous. They're trying to tell me that a company as large as Google doesn't have the ability to quickly refund $99 that is a result of their own error? They also included a link so I can cancel my service. Well thanks Google, I see how much my business means to you.
I was very happy with Project Fi until this disaster. I could have dealt with the billing errors, but the appalling lack of customer service is too much. I'm now shopping for a new carrier with my brand new Pixel XL. I won't be recommending Fi anymore.
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