Hello this is my very recent and VERY abysmal experience with PROJECT FI customer service and accounts management.
I'll start with saying that the people i've spoken with at Proj fi are usually pretty good, and try hard to help with any issue. I have had experiences where a Rep. passed bad outdated information to me in error (my 1st conversation with them no less...not an auspicious start!), I've also had them struggle to figure out what the problem is or was and pass me around to other departments that necessitated a complete review of the issues and background so far, only to be passed to another group/rep. to do it all over again ! This does not provide much confidence that a going-on-70-minute phone call is likely producing results..
THAT being said, for the most part their CS people are not the problem.
PROJECT FI/ GOOGLE not having its **** together properly to manage their business smoothly and effectively when problems within their own system are flagged IS a huge issue.
I ordered a pixl 2XL in mid Feb. thru my company, they offered a payment plan, got the phone, set it up, (for what ever reason NOT simple and required at least 90 min of CS time over 2-3 diff calls..but FINALLY... hey $1000 phone FFS!...life was good.. It IS a nice device.
6 weeks later we receive an email that next billing cycle the bill will be for 949.00!?! ...WTF!? says the boss!
I call them...spend over an hour literally getting no where.. they're even confused as to where the phone was purch. & for some reason tell me i purch thru the google store..right?.. I went to the Proj fi site but maybe the phone ordering is handled thru the google store on the Fi site ???... HOW DO I KNOW?... total waste of an hour plus, they cant give me any info because i'm not the reg. owner, i say, but i am, i'm just not responsible for PAYING for it etc... we go in circles...nowhere.
Cpl days later i try the chat feature to get answers and or get some explanation WHAT WAS HAPPENING? another hour wasted as the rep on chat was unable to provide any detail or basic explanation WHY the phone we ordered and set up a payment plan for that they have our credit card safely on file for .... was suddenly being charged off in full whithin 48 hours.
Next day, my boss, who's paying for the phone on record and I call Proj Fi to get some answers...
The phone was purch. by the company for me to use, we gave them a company CCard to cover ALL costs.
As I am the user of the phone, the phone was set up with my gmail account etc. while the payments on the phone was set up under my boss's gmail account. ...... 6 weeks after this was done,.. Google/Project Fi has a problem with this setup, and INSTEAD of contacting us and telling us there was a problem with the set up of this phones accounts, and we need to address it to get the payments set up properly OR ... you have to pay in full for the phone,..like Now....... they send my boss the notice of a $950 charge " for the month" with ABSOLUTELY NO EXPLANATION WHAT SO EVER, WHY, what , how.....
After 3 different days and more than 6 hours of time spent, on literally a 3 hour call with proj Fi support the problem was discovered... and a resolution was created and presented that would make it all work again. or so we were told...
To be clear, we had no problem paying for the phone in full in the first place... but we were OFFERED the oppty to spread the payments out over time so we took advantage of their offer, and spent the time to set up a payment plan when we ordered the phone etc......and got NO explanation why that plan was suddenly no longer in place, with their " courtesy notice" of the impending nearly $1k bill.
in the end after 3 days of calls and literally HOURS of time on the phone with Project Fi CS staff, we had no option but to pay in full.. but the steps taken by the Proj fi team to fuix the issue left me with a partially functional phone that is unusable for its intended purpose.
I have a $1000 phone that NOW, due to some "network problem Project fi is experiencing" !?) does not work the problem is not allowing them to finish the porting of my business phone number BACK onto this WIFI device with a great camera... its now 18 hours since my phone was supposed to be functioning properly again,...they got ALL the money and we literally have no options but to wait for Project Fi to get its **** togehter & FIX their issues.
This whole ordeal began as an experiment to try the service and the phones in hopes of finding a comprehensive unified solution, software/service/hardware for our small company and our technicians in the field... I planned to order 10+ Proj. Fi compatible google phones to outfit ALL our guys with them and get EVERY one onto Project fi network moving forward...
As for the service itself.. It is good. Coverage is better, the network hopping ability helped me get reception in areas of LA no one gets good reception on ATT, Tmobile, Verizon etc.. Pricing is right in line with any other good MVNO like Mint, Ting ETC....so while its cheaper than the big carriers plans its not the only deal in town. They do offer some neat options like a separate data sim for a tablet etc to share the data from your plan with more than 1 device.. 1 more solid reason why this would be a good solution for our small enterprise!
Fat Chance Now.
at some point today im supposed to get a call back from the last ProjectFI rep i spoke with updating me on the number porting situation....
Yesterday my 1st call to Proj Fi of the day was met with a service that promised me a return call in less than 5 minutes... i received that call exactly 5h:40 minutes after requesting it.... while i was on with Prooject Fi reps again for the 3rd time that day...
Not holding my breath.
Good Luck.
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