The service is tremendous, the support is terrible. My experience signing up definitely gave me pause about the service, but I have no complaints since.
When I signed up for Fi on Black Friday, taking advantage of a great deal with $200 off the Pixel 3, and $200 in Google Fi credits, I mistakenly used a pre-populated shipping address to my work address in my order. That address was no longer valid, as my company had recently moved.
When I got a shipping notification, I realized my mistake. I contacted FedEx to change the shipping address, but Google Fi had placed a restriction on their shipments that didn't allow recipients to change the shipping address.
So I contacted Google Fi support. After waiting on hold for nearly two hours, I was told that since the product had already shipped, the issue would need to be escalated to their Shipping Specialists, who would contact me. Great.
Two days later, the package arrived in my city, and FedEx noted a delivery exception, since the address was not occupied. I called Google Fi support again, and after waiting on hold for an hour, was told the issue had already been escalated.
Several days later, after no progress, I chatted with Google Fi support again. No update, no ETA, they simply said the Shipping Specialists would get to it when they can. I contacted them again two days later. Same drill. No update, no ETA, no information, no ability to do anything except tell me to wait.
About ten days after I first contacted them, and seven days after the package arrived in my city, FedEx returned the package to the sender. I contacted Google Fi again, and asked if they could send a replacement, now that the original was being returned. No dice. I'd have to wait for the Shipping Specialists.
A few days later, the Shipping Specialists cancelled my order and refunded my payment, without ever talking to me. They advised me that I could place a new order. I replied asking if Google Fi would honor their promotional pricing, since the phone was now $200 more expensive, and the Google Fi credits had dropped from $200 to $100. They said they might, and they would escalate it to a manager if I purchased a new phone, and sent them the order details.
So I did. Here was their reply about a week later:
> Hi XXXXX,
> My name is XXXXX and I'm a higher level Specialist here with Google Fi. I'm working directly with our Promotions Team to determine your eligibility for our "Pixel 3 / 3 XL $400 Back" promotion that was ongoing from November 22nd @ 11:00 PM PT - November 27th @ 11:59 PM PT.
> After thoroughly reviewing your account, we have determined you are ineligible for an exception to this promotion.
> Per the promotion terms: "Limited time offer available from 11/22/18 11:00 PM PT through 11/27/18 11:59 PM PT, or while supplies last"
> Since your original order GS.XXXXXXXX was returned to shipper due to an incorrect shipping address, we are unable to provide an exception.
Pretty amazing. I called Google Fi support five times over a 10 day period to try and get the shipping address changed. The original mistake was mine, but no one at Google Fi support was able to do anything about the problem until the phone was returned, and then they made no effort to rectify the situation.
With that said, I'm quite happy with the phone and service - just not the support.