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Leaving Google Fi

jasonatwood.io

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Re: Leaving Google Fi

#161

Post by pishpash »

jseliger wrote: post #25
paxys wrote: post #16

Sounds like a very standard Google experience. To anyone stuck in a similar hell in the future - once the company has demonstrated that they aren't willing to help, there is no point continuing down that road. Escalate it to your credit card provider (with documentation) and they will clear it up pretty quick.

It seems that anything that has any sort of customer service component is not Google's forte.

Google is shit in meatspace. It has been demonstrated too many times. They'd better hope the day that they'll only need to interface with bots arrives soon.

Re: Leaving Google Fi

#162

Post by tlogan »

TheAceOfHearts wrote: post #104
jaggederest wrote: post #84

Earlier quoted context omitted.

There is only one customer at Google, and it is the people buying ads. Astonishingly enough, even at moderate ad volumes there's still no customer service. You have to start spending truly astronomical amounts of money before an actual rep will attempt to help you with essentially any problem. So to Google, "actual customer" means "someone spending six figures per month on advertising on our platform". As far as I am…

I have lots of criticisms of Google, but let's not spread misinformation. GCP does offer paid support options, depending on your business requirements. If it's critical for your business then you can afford to pay a few extra hundred dollars a month

GCP support is not really good. If you need somebody to repeat support notes - they yes. Otherwise, it your business is down they will not help you with reasonable troubleshooting options or anything in that sort. I'm sorry but it is just not good.

Re: Leaving Google Fi

#163

Post by rjf72 »

AaronFriel wrote: post #9

Google Fi support went down the drain when they expanded. I had a recent experience with my mother's phone being stolen while she was at a hospital, here's the summary after it was confirmed missing and police contacted, with a lot of redundant messages removed. 1st chat with agent Me Hi, my mother's phone was stolen, I'm tracking it on find my phone. Them: Sorry to hear that, we can black list the phone but you must…

I wonder who came up with the idea of calling their response flowchart a "specialist."

Re: Leaving Google Fi

#164

Post by pishpash »

smeggysmeg wrote: post #156

I'm a long-time Google Fi customer and moderate another community about Google Fi. Some of the criticism about Google not being as customer focused is valid, but the two biggest problems with Google Fi are: * The dependence on rigid processes. Customer support reps are cogs in a machine with no ability to override automated actions or to circumvent when processes go awry. * Google does absolutely zero of the inventor…

Not an excuse at all. It is Google that chooses their own logistics partners and support team. Why do they choose shitty ones?

Re: Leaving Google Fi

#165

Post by [deleted] »

CamperBob2 wrote: post #69
dontbenebby wrote: post #45

Earlier quoted context omitted.

" We're banning you for demanding a refund for items not delivered " seems like a great way to attract regulatory scrutiny: > By law, a seller should ship your order within the time stated in its ads or over the phone. If the seller doesn’t promise a time, you can expect it to ship your order within 30 days... If the seller is unable to ship within the promised time, it must notify you, give a revised shipping date a…

[flagged]

[deleted]

Re: Leaving Google Fi

#166

Post by Sebguer »

I've come very close to canceling Fi due to awful customer support experiences, but each time they've just narrowly, barely salvaged things before I hit the point and wanted to deal with the headache of transitioning to another phone provider.

Re: Leaving Google Fi

#167

Post by sbr464 »

hueving wrote: post #157
ikeboy wrote: post #55

Earlier quoted context omitted.

Having been through several Jeff escalations on the seller side of things, the reality is very different from the romanticized version in the public mind. Maybe it worked that way a decade ago when the volume was lower. Now sending a Jeff message just goes to a specialized team that's only slightly more competent than whoever would otherwise handle the issue. Have had several times where no resolution was given at al…

The seller is not the customer.

Typically i’d agree, but aren’t they a customer if they are purchasing fulfillment services from Amazon (and paying platform fees)?

I think the digital/sharing/on demand/fulfillment economy needs new definitions for these concepts.

Re: Leaving Google Fi

#168

Post by beckler »

pishpash wrote: post #161
jseliger wrote: post #25

Earlier quoted context omitted.

It seems that anything that has any sort of customer service component is not Google's forte.

Google is shit in meatspace. It has been demonstrated too many times. They'd better hope the day that they'll only need to interface with bots arrives soon.

Ironic that a company that specializes in solving hard problems can't tackle an already solved problem.

Re: Leaving Google Fi

#169

Post by HillaryBriss »

mabbo wrote: post #48

This is the difference between Google and Amazon. People have lots of criticism of Amazon, some I even agree with, but working here[0] one of my favorite little cultural things is that customers can and do email Jeff when stupid things happen. And Jeff reads them. Every now and then he'll forward one of them to a senior VP with a simple "?" added to it.[1] That question mark indicates two things: that you have 24 hou…

my takeaways from this story:

1. emailing "Jeff" amounts to emailing a central triage team, which doesn't necessarily sound better than emailing, say, a well-organized, decentralized support team where the customer knows more immediately who is capable of addressing their particular problem.

2. everyone who works at Amazon is deeply scared of Jeff. fear is a motivator, but maybe it's not the best motivator.

3. sending someone in an organization a "?" is not actually very helpful. there's very little information there.

4. it sounds like people within Amazon are fighting fires and the guy at the top is the one with the torch. and that seems to work ok. but, that would seem likely to create a haphazard organization and products that are not insanely great. strong, insanely great design is not prioritized.

Re: Leaving Google Fi

#170

Post by purrpit »

vageli wrote: post #133
Aeolun wrote: post #54

Earlier quoted context omitted.

Amazon support has never been anything less than stellar for me. Edit: Someone downvotes my experience? Wut?

> Amazon support has never been anything less than stellar for me. > Edit: Someone downvotes my experience? Wut? This conversation is about Google. That's like saying, "Costco has great customer support though," in a conversation about travel agents.

Read OP's comment.
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