Skip to content

Instantly share code, notes, and snippets.

@ckelner

ckelner/google-fi-support-pixel5a-logic-board-dead.md

Last active June 23, 2022 18:02
Show Gist options
  • Star 0 You must be signed in to star a gist
  • Fork 0 You must be signed in to fork a gist
  • Save ckelner/04bba4ca29606ce8099edfb09621fd3d to your computer and use it in GitHub Desktop.
Save ckelner/04bba4ca29606ce8099edfb09621fd3d to your computer and use it in GitHub Desktop.
Download ZIP
My Pixel 5a from Google Fi subscription had a logic board failure 9mo after I received it, the device was under warranty and device protection through Google Fi. It was a nightmare trying to resolve my issue as I was on a business trip covering 1,500 miles and got zero sympathy from Google Support.
Raw
google-fi-support-pixel5a-logic-board-dead.md

Noteworthy

  1. I have device protection through Google Fi and a phone which is under warranty.
  2. The Pixel 5a I have is from a subscription through Google Fi.
  3. The phone is only 9 months old.
  4. The phone has repeatedly turned off on its own (crash) since the first few weeks, but the hassle of getting a new one prevented me from doing anything about it. I guess I should be less lazy. It has always turned back on.
  5. The phone was slow and acted buggy at times. Reboots sometimes fixed it, but sometimes not. I chalked this up to the Android Operating System being bad, but looking back I now realize it was probably hardware.
  6. I have been using Google software for 20+ years, Google, Gmail, Maps, Chrome, Drive, Photos, Google+, Youtube, etc. a. I pay for youtube premium and google one.
  7. I have been a Nexus and now Pixel exclusive smartphone owner since 2010 when the Nexus One was first released.

Problem in detail & Support interaction

I was on a business trip driving from San Diego to Seattle, 1,500 miles, over the course of 6 days. I was staying somewhere different every night. I needed my phone to A. conduct business, B. act as a GPS, C. pull up my hotel reservations, D. emails, phone calls, texting, and everyday life tasks.

My phone turned off (crashed) on its own when I arrived in San Diego, this was not the first time it had ever happened (20+ of times before over the 9mo I've had it) and I turned it back on, then two hours later it turned off on its own again, and I was not able to turn back on after that. I followed https://support.google.com/pixelphone/answer/7167687 and many other articles to no avail.

I needed my phone fixed quickly (or a new phone sent to me), so I went to https://store.google.com/repair and it directed me to a store: uBreakiFix located at 1501 India St Suite 101, San Diego, CA 92101. They tried both a new screen and new battery, but they were unable to bring the phone back to life. They believe it is a logic board issue and they do not have it in stock. They saw no evidence of damage caused from drops or liquids and showed me the internals of the phone while there. I assume since it is an authorized Google Fi repair shop that they can somehow access uBreakiFix's records of service. If not then I'm sure Google Fi support can call them to find out.

So I went back to Google Fi support and told them it was unable to be fixed, they stated:

Having said that, I'd also like to mention that if UBreakIFix was not able to repair the device, we can definitely help you with a replacement unit. Once the replacement order is confirmed by you, the replacement unit will be shipped with expedited shipping to your prescribed address. While confirming the replacement order, you'll also be able to change the delivery address as per your travel plan.

I then had to explain that I was travelling (again, this was the third time) and I wouldn't be in one place more than 24 hours. They made no attempt to expedite shipping or delievery or solve my issue (example of great customer service would have been: "Hey Chris, go to a store and buy a phone and we'll cancel your remaining Pixel 5a subscription" or "Hey Chris, sure we'll get a phone to you within 24 hours at your next hotel stop"). Instead they stated:

I would like to inform you that the estimated delivery date may depend upon the availability of the stock, device model, service address. Depending upon the availability, the device might get delivered within 1-2 business days or it might take some more time. Hence, I kindly request you to confirm the shipping address, so that we can go ahead and process the request for the same.

I explained to them I cannot be without a phone on my 1,500 miles business trip and that I was going to have to purchase one (I thought really hard about moving to an iPhone at this point, and cancelling Google Fi). I saw that to cancel my subscription of my Pixel 5a it would cost me $295 to do so. So I asked "Can we waive that fee? The phone is dead. I need a phone now" - they refused and offered no support in this matter.

I then asked to speak with someone in a supervisory position and I was sent some run of the mill runbook about "providing feedback" through fi.google.com (which I am doing). This pissed me off so I wrote back saying that was really unhelpful and asked again to speak to management. Then 3 days went by with no response and I sent a reminder.

I then got another canned run book response, seems almost literally copy and pasted. The brutal inhumane way in which Google Fi does support is infuriating.

Thank you for contacting Google Fi support. I am one of the supervisors on the Google Fi floor. Upon reading the interaction, I see that you are unable to turn on the Pixel 5a (5G) device.

At the outset, please accept our sincere gratitude for the time taken and effort made by you, in sharing your concerns and sincerely apologize for the inconvenience experienced by you.

Upon further review of the device details, I see that the device is under warranty and has device protection. Once we process the replacement, you'll get the estimated delivery date while placing the replacement order at the checkout page and usually, it might be delivered within 1- 2 business days. Unfortunately, we don't have an option to deliver the device within the specific time.

Google loves to receive feedback from our users as you are the driving force in improving Google Fi.

To submit your feedback on your phone, open the Google Fi app, scroll down, and tap Send feedback. To submit your feedback on your desktop, on your browser, sign in to fi.google.com and click the circled question mark. Scroll down on the menu and click Send feedback. We appreciate all the suggestions that we receive and will certainly take yours into consideration.

Which was LITERALLY something that had been sent to me a several days prior save for the first and second paragraphs that are just placating and insulting.

At this point I was bit upset, so I sent the following:

I think there is some nuance being overlooked here however. I had to purchase a new phone as I was on a business trip spanning 1500 miles from San Diego to Seattle. I could not conduct this trip nor my work without my phone. I already have a new device, I had to given the circumstances.

I am asking that Google Fi wave the Phone Subscription cancellation "fee" of $295.56 on the broken Pixel 5a. I am happy to ship you the broken device.

I recieved another unhelpful runbook response which stated:

My suggestion would be you should claim the device protection on your device as you are eligible and get the device replaced.

At this point I admitted defeat. The Google giant had worn me down. I said "fuck it" and decided to use device protection to get a replacement phone which I will then sell after buying out my subscription for $295. What a fucking joke.

I ended my email with:

I will say I'm sorely disappointed in Google's in-ability to resolve this situation to my satisfaction. I have been a user and proponent of your software and hardware for 15+ years and thankfully never really had any big issues until this past week. My first real interaction with support is not great. I would advise that you speak with your leadership about being empowered to resolve your customer's issues rather than repeating yourself with runbook information that has already been sent to me two or three times now. That's condescending and annoying. Furthermore, not being understanding and flexible given the predicament I was in is truly sad. I am thankfully a fortunate individual who has the means to swallow a big bill, but not everyone in the world is so lucky. You should remind them of their motto: "Don't be evil"

I was then directed to do the following:

Chris, please go to https://store.google.com/us/repair and cancel the repair of the device.

Unfortunately when you go to that website there is no cancel option, I replied:

There is no option to cancel a repair claim on that page, please see this screenshot: https://a.cl.ly/4gurJOmX

If I click on the device or the continue button, it takes me through the process to make a new repair claim. There is no view which shows an existing repair claim or any way to cancel it.

Finally I was asked again:

Please confirm if there is any physical or liquid damage to the device? Which was already answered.

Then I put this document together to recap everything for the next person because apparently no one at Google can be bothered to read the support case history in their ticketing system or email or whatever they are using. I think they must be passing a sticky note around the fucking office or something.

I then got an insulting response (yet again, how many times now?) that COMPLETELY misunderstood the problem and thought my phone was still working (IT ISN'T ASSHOLES! FUCKING READ). And that's when I got livid, starting "yelling" (caps) and cursing. I am aware the NEW person (11 people now) doesn't deserve it, but I have no idea how to express my frustration any more clearly after repeat issues with Google Support.

I am so over your fucking bullshit support. Holy shit. FIX THIS SHIT GOOGLE. WOW. I hope somebody with some authority reads this god awful transaction. Read the full, unaltered, interaction here: https://gist.github.com/ckelner/04bba4ca29606ce8099edfb09621fd3d#file-raw-email-transaction-md (below).

A few days later and I was offered a replacement but I would have to pay $69. I told Google to screw off. File it as a warrenty claim not a device protection claim.

They ONCE AGAIN told me that UBreakIFix had an open repair and I NEEDED to have it cancelled. So I called the UBreakIFix and they said it was closed and I asked them to send me an email as proof for Google. I supplied this receipt to Google. Then google has the audacity to say "It's not cancelled, it's marked as complete" and basically "Sorry we can't do anything". This is NOT ON ME. I don't OWN UBreakIFix it's not my problem, that's their authorized repair shop. I still have a broken phone and ZERO compensation for 3 weeks now. I sent another nasty gram.

Support hand off

I have talked to 11 different support people with every interaction of Google Fi Support. Each of them seems to not read the conversation history and brings up something new every time Google Support replies. It is disconnected and frustrating.

I've spoken with:

  • Manna
  • Indu
  • Ashish
  • Ramya
  • Mitisha
  • Dinesh
  • Sai
  • Manansha
  • Mohina
  • Andrew
  • Zoha
Raw
raw-email-transaction.md

Hi Chris,

Thanks for contacting Google Fi support.

I hope this email reaches you at a good time and hope that you're safe and in good health.

Sorry to know that the device won't turn on despite you did some steps.

Please help me with the IMEI number of the device so we can check the options.

You can find it at fi.google.com > manage plan > select device.

You can also get the IMEI no from the sim tray.

If you have any further questions, please feel free to reply to this Email, contact us via Chat or Phone (available with a limited team). We are here 24/7 if anything else comes up.

Thanks,

Manna

Google Fi Support

Hi Manna,

Thanks, same to you.

The device IMEI is XXX (redacted).

Best, Chris

Hi Chris,

Thank you for writing back!

I appreciate for helping us with the information. Before we proceed with the replacement, I would suggest you try the below troubleshooting steps and check for the issue. (Please skip the steps that you've already performed)

If you haven’t yet tried the troubleshooting in our Help Center for a phone that won’t turn on, please let me recommend those specific steps. They target common issues. Find out how to fix a phone that won’t charge or turn on.

Those steps walk you through how to:

Reboot with the physical Power button. Check your cable, charger, outlet, and case. Spot-check your battery charge. Confirm whether your whole phone is off, or only the screen is off. Troubleshoot with advanced steps. For example, connect to a computer via a cable, or use your phone’s physical buttons to diagnose the issue. If you’ve already tried all the steps detailed in the article, and your phone still won’t charge or turn on, reach out to us again and help us with the below information:

Let us know if there are any physical/liquid damages to the device? Please help us with your complete shipping address? If you have any further questions, please feel free to respond to this email or you can also contact us via chat. We are available 24/7.

Thanks,

Indu Google Fi Support

Hi Indu,

I tried all of those steps and unfortunately nothing worked.

I actually ended up going through https://store.google.com/repair as I am on the road for the next week and needed to get something done about it fast. So I took it to an authorized repair shop. I'll know later if they can fix it or not.

If not I will follow up with your information.

Thanks, Chris

Hi Google support team,

ufixibreak at 1501 India St Suite 101, San Diego, CA 92101 tried both a new screen and new battery, but they were unable to bring the phone back to life. They believe it is a logic board issue and they do not have it in stock.

I am on the road the next 7 days, is there any chance you can overnight the phone? I will be in Los Angeles tomorrow at 6173 Platt Ave, Woodland Hills, CA 91367.

Would it be possible to have it delivered there by 5pm tomorrow? If not I can give you the next place I will be on Saturday, but it will be a hotel which will make it a bit weird to get delivered I think.

Thank you, Chris Kelner

Hi again Google support team,

If you can fulfill the request, I was also wondering if I can upgrade my Fi contract to move to the Pixel 6 Pro? Honestly I had a lot of trouble with the Pixel 5a, it crashed quite a bit, was slow/laggy at times, and more.

Thanks, Chris

Hi Chris,

Thanks for contacting Google Fi Support. Hope you're doing well!

I've thoroughly checked the case details, and understanding the situation, I'd like to clarify that upgrading the device to Pixel 6 Pro under replacement request is not possible. If you're willing to upgrade your Fi phone, you can definitely purchase a new Pixel 6 Pro device, and trade-in your existing Pixel 5a 5G device against it. For more information about the Google Fi trade-in program, please check this help article once.

Having said that, I'd also like to mention that if UBreakIFix was not able to repair the device, we can definitely help you with a replacement unit. Once the replacement order is confirmed by you, the replacement unit will be shipped with expedited shipping to your prescribed address. While confirming the replacement order, you'll also be able to change the delivery address as per your travel plan.

To initiate the device replacement process, please read the following information and reply to this email with your confirmation to that.

I can help you file a claim to find out if you can get a replacement through our device protection plan. If your claim is approved and your damaged device is replaced:

You’ll be charged a nonrefundable deductible on your next Google Fi monthly bill. View deductibles by device here. You must return your damaged device to us within 14 calendar days from when we shipped the replacement. We’ll provide a prepaid shipping label. Important: If the device isn’t returned within 21 calendar days, you’ll be charged for the replacement.

If the device isn't returned in time, has a different IMEI, or has a different type or cause of damage than your description, you may be charged an unrecovered equipment fee for the value of the replacement device. You can only have 2 replacements for accidental damage in a 12-month period. Please note that there is no other charge for the replacement than the deductible. However, you may see an authorization hold on your account/card, equivalent to the original cost of the device. This authorization hold is temporary and it'll be removed as soon as we'll receive the defective device at our warehouse.

Please reply to acknowledge you agree with these terms. Once I hear back from you, we can continue to file your claim.

Also, please mention the following information in your reply to this email:

Please help us with your complete shipping address, where you'd like the replacement unit to be delivered. Please help us with some more information about when & how the damage occurred, an approximate date. Waiting for your response!

Thanks, Ashish Google Fi Support

Hello,

Yeah whatever gets me the phone fastest I don't really care.

Please help us with your complete shipping address, where you'd like the replacement unit to be delivered.

If you can have the phone here in 15 hours I would like it shipped to 6173 Platt Ave, Woodland Hills, CA 91367 which is a residential address of a friend I am visiting. If you cannot do that, but you can have it at this address in 24 hours, then please send it to 4949 Great America Pkwy, Santa Clara, CA 95054 which is a hotel Hilton Santa Clara. If you cannot do that then please send it to 1501 NW 56th St, Seattle, WA 98107 which is my home address, but I will not be there in 6 days it will be pretty difficult for me to operate without a phone for 6 days.

Please help us with some more information about when & how the damage occurred, an approximate date.

Uh, Well, it turned off on its own and I turned it back on, then two hours it turned off on its own, and was not able to turn back on after that. Then I took it to your authorized repair shop and they could not fix it.

Thanks, Chris

Hi Chris Kelner,

Thanks for contacting Google Fi support.

I would like to inform you that the estimated delivery date may depend upon the availability of the stock, device model, service address. Depending upon the availability, the device might get delivered within 1-2 business days or it might take some more time. Hence, I kindly request you to confirm the shipping address, so that we can go ahead and process the request for the same.

Please reach us back via chat/ call for faster resolution. We are here to help you 24/7.

Thanks,

Ramya Google Fi Support

Hi Google support,

I'm having a tough time travelling without a phone. I am on the road from San Diego to Seattle, 1500 miles, over the next 6 days in a different city every night.

I am going to have to go to a store and purchase a phone. My phone is my GPS, map, calendar, hotspot, etc and I have business to conduct while on the road. I simply can't be without it. I am sure you can understand the reliance we have on our devices today in the modern world.

I see I can cancel my phone subscription for $295.56 -- given the device has died after only having it 9 months and I had damage protection, is there any chance we could waive this fee?

It might not mean much but I've been a loyal pixel and nexus owner since the original Nexus One, and I have been a Google Fi subscriber as soon as I was able to join.

Happy to ship the phone back to you all if we can waive the subscription payoff, it isn't doing me any good and has no value.

Thanks, Chris

Hi Chris,

Thanks for writing in!

We understand that you'd like to cancel your Pixel 5a subscription as you're looking forward to purchasing a new device.

I'd like to inform you that if the subscription is cancelled, you would be charged will the remaining amount for the device and the discount would also be removed from the purchase.

For more information you can also visit this article: Device subscription.

We would recommend you to replace your device instead in order to ensure you're not charged. If you still wish to cancel the device subscription, please let us know.

Awaiting your response.

If you have any more questions please feel free to reply to this email or contact us via chat.

We're here 24/7 if anything comes up.

Thanks,

Mitisha Google Fi Support

Hi,

That seems unreasonable to me given the phone is dead and I had device protection.

Is there something we can do? Someone I can speak to that can help? A manager or customer support specialist?

Thanks, Chris

Hi Chris,

Thanks for writing in. I’d like to apologize for the delayed response due to the high volume of emails in the queue.

Google loves to receive feedback from its users, and you are the driving force in improving Google Fi. You can use the following steps to provide feedback here:

In the Google Fi app on your phone, scroll to the bottom and tap Send feedback. Or on the web, log in to fi.google.com and click the gray circled question mark. Scroll down the menu and click Send feedback or at the bottom left, click on feedback.

I've also submitted this as a feature request internally. The team reviews these submissions frequently to help make changes or improvements. We appreciate all the suggestions that we receive and will certainly take yours into consideration.

Thanks,

Dinesh Google Fi Support

Hi,

No worries about the delay. However that doesn't actually solve the problem.

I'm not sure I can articulate the issue any differently than before, but I'll try to be more succinct.

I am on a business trip from San Diego to Seattle by car. Upon arrival in San Diego my phone shut off, it would not turn back on. I followed several troubleshooting steps. After not being able to resurrect the phone I took it to an authorized shop you all recommended. They were unable to fix it and found no damage to the phone. They determined it was a logic board failure but did not have the part to fix it. As I am traveling it is imperative for me to have my phone for many reasons: conducting business, GPS, communication, emergencies, access to my hotel reservations, etc. Google was unable to guarantee any kind of delivery of a new phone with any kind of urgency as I am in a different city every night on my trip. Therefore I had no choice but to go to a store and buy a new phone which cost me $920 USD.

The idea that I would pay $295 to cancel my phone subscription for a broken phone with device protection is outrageous. I really love your service but I will take my business elsewhere if this can't be resolved.

Please raise this issue to a supervisor or manager. This is an unacceptable way to treat your lifetime customers.

Thank you for your help, Best, Chris Kelner

Hi Google Fi Support,

Just bumping my last message as I got no response in 3 days.

Thanks, Best, Kelner

Hi Chris,

Thank you for contacting Google Fi support.

I am one of the supervisors on the Google Fi floor. Upon reading the interaction, I see that you are unable to turn on the Pixel 5a (5G) device.

At the outset, please accept our sincere gratitude for the time taken and effort made by you, in sharing your concerns and sincerely apologize for the inconvenience experienced by you.

Upon further review of the device details, I see that the device is under warranty and has device protection. Once we process the replacement, you'll get the estimated delivery date while placing the replacement order at the checkout page and usually, it might be delivered within 1- 2 business days. Unfortunately, we don't have an option to deliver the device within the specific time.

Google loves to receive feedback from our users as you are the driving force in improving Google Fi.

To submit your feedback on your phone, open the Google Fi app, scroll down, and tap Send feedback. To submit your feedback on your desktop, on your browser, sign in to fi.google.com and click the circled question mark. Scroll down on the menu and click Send feedback. We appreciate all the suggestions that we receive and will certainly take yours into consideration.

Thanks,

Sai Google Fi Support

Hi Sai,

Thanks for your reply.

I think there is some nuance being overlooked here however. I had to purchase a new phone as I was on a business trip spanning 1500 miles from San Diego to Seattle. I could not conduct this trip nor my work without my phone. I already have a new device, I had to given the circumstances.

I am asking that Google Fi wave the Phone Subscription cancellation "fee" of $295.56 on the broken Pixel 5a. I am happy to ship you the broken device.

Thanks for your help, I hope this is more clear as to what I am asking for here.

All the best, Kelner

Hi Chris,

Thanks for contacting Google Fi!

I'm one of the Supervisors here in Google Fi. Sorry for the inconvenience caused.

As I carefully reviewed this case and understand that you would like us to waive off the charges of the phone subscription cancellation for the broken device.

I'd like to inform you that you can cancel the subscription anytime you want. However, you will be charged for the remaining amount in the upcoming bill. To cancel subscription:

Open the Google Fi website (cancellation isn't yet available in app). Select Account. Under "Devices," select the subscription phone. Select Cancel subscription. To complete cancellation and get an estimate of what you’ll be charged, follow the cancellation steps. I'm afraid we cannot waive the Phone Subscription cancellation fee. My suggestion would be you should claim the device protection on your device as you are eligible and get the device replaced.

Please reply to this email if you are looking to file a claim for your device Pixel 5a (5G) under device protection claim.

Google loves to receive feedback from our users as you are the driving force in improving Google Fi.

To submit your feedback on your phone, open the Google Fi app, scroll down, and tap Send feedback. To submit your feedback on your desktop, on your browser, sign in to fi.google.com and click the circled question mark. Scroll down on the menu and click Send feedback. The team reviews these submissions frequently to help make changes or improvements.

We appreciate all the suggestions that we receive and will certainly take yours into consideration.

If you have any further concerns and questions, please reply to this email or contact us over Chat or phone (1-844-Talk2Fi) available with a limited team. We're here to support you 24/7.

We're here if anything else comes up!

Thanks,

Manansha Google Fi Support

Hi Manansha,

Sure, I'll cave, I guess nothing to be done about the giant that is Google.

Please send a replacement pixel 5a to my home address on file, despite the fact that I've told everyone in this chain of support several times that I had to buy a new phone while on a 1500 mile road trip for business.

In case for some reason you can't pull my address on file, I'll put it here to avoid any further back and forth:

Chris Kelner 1501 NW 56th St Apt 607 Seattle, WA 98107

I will say I'm sorely disappointed in Google's in-ability to resolve this situation to my satisfaction. I have been a user and proponent of your software and hardware for 15+ years and thankfully never really had any big issues until this past week. My first real interaction with support is not great. I would advise that you speak with your leadership about being empowered to resolve your customer's issues rather than repeating yourself with runbook information that has already been sent to me two or three times now. That's condescending and annoying. Furthermore, not being understanding and flexible given the predicament I was in is truly sad. I am thankfully a fortunate individual who has the means to swallow a big bill, but not everyone in the world is so lucky. You should remind them of their motto: "Don't be evil"

Best, Chris Kelner

Hi Chris Kelner,

Thank you for contacting Google Fi support.

Chris, please go to https://store.google.com/us/repair and cancel the repair of the device.

Once that is done, we will be able to process the replacement of the device.

Please get back to us after cancelling the repair claim.

If you have any further questions, contact us via Chat, call back or you can reach us @1-844-TALK2FI.

Thanks,

Mohina Google Fi Support

Hi Mohina & everyone else,

There is no option to cancel a repair claim on that page, please see this screenshot: https://a.cl.ly/4gurJOmX

If I click on the device or the continue button, it takes me through the process to make a new repair claim. There is no view which shows an existing repair claim or any way to cancel it.

Thanks, Chris

Hi Chris,

Thank you for contacting Google Fi support!

Hope you're doing well!

I see that you have an issue with the device. I apologize for the hassle caused to you and would request you to get to us with the required information as the device is covered under warranty where you will not be charged anything,

Please confirm if there is any physical or liquid damage to the device?

Thanks,

Andrew Google Fi Support

Hi,

Thank you for contacting Google Support.

We hope we were able to resolve your problem to your satisfaction. Please take a minute to answer a quick survey below about your experience with us so we can improve our service.

Take Survey

Thank you

Hi team (I assume I'll get a new person),

As previously discussed in this long support chain:

is any physical or liquid damage to the device?

No, and this was confirmed by a professional at an authorized repair center: uBreakiFix located at 1501 India St Suite 101, San Diego, CA 92101.

I've recapped this entire painful support process here: https://gist.github.com/ckelner/04bba4ca29606ce8099edfb09621fd3d

Thanks, Chris

Hi Chris,

Thanks for contacting Google Fi chat support. Greetings of the day!

I see that the device is not turning on and the phone turn off after every 2 hours.

I am sorry to hear about it. I will surely check the details and help you in the best possible way.

You are requested to follow the below troubleshooting steps in order to fix the issue.

Let's make sure your phone is up to date.

Installing the latest version of Android helps prevent issues and ensure your phone is secure. To check for system updates:

Open your phone's Settings app. Tap System and then Advanced > System update. Tap Check for update.

Kindly confirm have you rooted or modified Android OS on your device?

Would you like to reset your phone now?

If so, I can guide you through the settings to get you started.

If you agree to perform the steps then you need to follow the below steps :

Tap System and then Advanced and then Reset options and then Erase all data (factory reset) and then Reset phone and then Erase everything.

If still the issue will not fix kindly share the IMEI number of the device so that we can check the further details.

Please feel free to reply to this Email, contact us via Chat.

Thanks,

Zoha Google Fi Support

Hi Team,

WOW. I am really about to resort to giving up (but I am a real stubborn asshole) or cursing some undeserved person out. I'm really sorry, but your customer support process is BEYOND FRUSTRATING.

I'm SUPER TIRED of A. REPEATING myself, and B. constantly receiving COPY AND PASTE RUNBOOKS from you all, C. getting a NEW person every time I send an EMAIL. There is ZERO consistency and somehow everyone FAILS TO READ THE CASE HISTORY AND COMPREHEND IT.

I see that the device is not turning on and the phone turn off after every 2 hours.

NO, that is completely wrong. It is 1000 percent DEAD. It does not turn on at all. As previously stated MULTIPLE TIMES I took it to an AUTHORIZED dealer uBreakiFix located at 1501 India St Suite 101, San Diego, CA 92101. They replaced both the battery and the screen and verified there is NO DAMAGE to the device. The logic board is D-E-A-D. PRIOR to that I performed hours of troubleshooting and efforts to get the device to turn on.

Let's make sure your phone is up to date.

IT WAS UP TO DATE BEFORE IT FUCKING DIED.

Kindly confirm have you rooted or modified Android OS on your device?

FUCKING NO, DAMNIT.

If still the issue will not fix kindly share the IMEI number of the device so that we can check the further details.

HOLY SHIT. THE IMEI NUMBER IS IN THIS SUPPORT CASE. FUCKING SCROLL BACK.

I AM DONE. ESCALATE THIS SHIT TO ONE SINGLE PERSON WHO CAN SOLVE THIS AND SEND ME A NEW DEVICE. I AM OVER IT.

READ THE WHOLE THING HERE: https://gist.github.com/ckelner/04bba4ca29606ce8099edfb09621fd3d BEFORE YOU RESPOND TO ME AGAIN. I ESPECIALLY ENCOURAGE WHOEVER RESPONDS TO READ THE ENTIRE EMAIL CHAIN OR REVIEW THE SUPPORT CASE. YOU CAN READ IT IN CHRONOLOGICAL ORDER HERE: https://gist.github.com/ckelner/04bba4ca29606ce8099edfb09621fd3d#file-raw-email-transaction-md THAT I SO GRACIOUSLY PUT TOGETHER BUT IS OBVIOUSLY IGNORED AND YOUR TICKETING SYSTEM MUST KICK ROCKS.

This transaction will go into the documented case.

Please, please, please, please for the love of all that is holy in the universe, DO NOT SEND ME ANOTHER SCRIPTED RUNBOOK ANSWER AND ACTUALLY TAKE THE TIME TO READ THE WHOLE THING.

I'm very sorry, but this should have been solved TWO WEEKS AGO. This is the WORST CUSTOMER SERVICE I HAVE EVER HAD. PERIOD.

Have a great day, Best, Chris Kelner

Hi Chris,

Thanks for writing in.

I'd also like to mention that if UBreakIFix was not able to repair the device, we can definitely help you with a replacement unit. Once the replacement order is confirmed by you, the replacement unit will be shipped with expedited shipping to your prescribed address. While confirming the replacement order, you'll also be able to change the delivery address as per your travel plan.

To initiate the device replacement process, please read the following information and reply to this email with your confirmation to that.

I can help you file a claim to find out if you can get a replacement through our device protection plan. If your claim is approved and your damaged device is replaced:

You’ll be charged a nonrefundable deductible on your next Google Fi monthly bill. View deductibles by device here. You must return your damaged device to us within 14 calendar days from when we shipped the replacement. We’ll provide a prepaid shipping label. Important: If the device isn’t returned within 21 calendar days, you’ll be charged for the replacement.

If the device isn't returned in time, has a different IMEI, or has a different type or cause of damage than your description, you may be charged an unrecovered equipment fee for the value of the replacement device. You can only have 2 replacements for accidental damage in a 12-month period. Please note that there is no other charge for the replacement than the deductible. However, you may see an authorization hold on your account/card, equivalent to the original cost of the device. This authorization hold is temporary and it'll be removed as soon as we'll receive the defective device at our warehouse.

Please reply to acknowledge you agree with these terms. Once I hear back from you, we can continue to file your claim.

If you have any further questions, feel free to reply or contact us over chat or phone (1-844-Talk2Fi) available with a limited team. We're here to support 24/7.

Thanks,

Pradeep Google Fi Support

Hi Team,

As pissed off as I am about this awful support process, a faulty product, etc, and how desperately I want to be done with this, I really hate to express my opinion that paying $69 deductible for a 9mo old phone with a bad logic board which is no fault of my own is fucking rediculous.

Let's file this under https://support.google.com/product-documentation/troubleshooter/3070579?visit_id=637913492889888932-2085042094&rd=1#ts=11052496 yeah? The phone is under warranty. I did nothing to damage the phone, it died of its own accord due to a manufacturing defect or whatever causes a logic board to just fail. I refuse to pay MORE MONEY for something I did nothing to break. I've already had to pay $920 out of pocket for a new phone. So your $69 can screw off.

Find someone to fix this.

Once again, I highly, highly, highly encourage someone to please read the entire case history before they respond. Find it all here in chronological order: https://gist.github.com/ckelner/04bba4ca29606ce8099edfb09621fd3d#file-raw-email-transaction-md

Thanks, Chris

Hi Chris,

Thank you for writing back.

I understand that you have a concern related to the replacement of the defective device.

I'm Vishnu, one of the available supervisors from Google Fi. Please accept my sincere apologies for the inconvenience.

I have checked the details and see that you did request for the repair of the defective device through UBreakIFix. I have tried cancelling the request for you, we are getting a message that the device has already been received at the repair center, hence we can no longer cancel the repair.

I would request you to get in touch with the UBreakIFix team and cancel the repair request and get back to us so that we can check for the replacement options.

If you have any further questions, feel free to reply or contact us over Chat or Phone (1-844-Talk2Fi) available with a limited team. We're here to support 24/7!

Thanks,

Vishnu Google Fi Support

Hello,

I called them and they said the work order has been closed since June 10. I asked for something in writing. They've sent me an email. Find it attached please. (Or here: https://a.cl.ly/6quz8E90 + https://a.cl.ly/NQulwxOD + https://a.cl.ly/Z4uAo1eK + https://a.cl.ly/mXuxpJRJ)

Thanks, Chris

Hi Google Fi Support,

I didn’t hear back from you since 3 days ago, checking in on this.

As before I highly, highly, encourage someone to please read the entire case history before they respond. Find it all here in chronological order: https://gist.github.com/ckelner/04bba4ca29606ce8099edfb09621fd3d#file-raw-email-transaction-md

Thank you, Chris Kelner

Hi Chris,

Thanks for contacting Google FI support.

I am Nikita, one of the supervisors on the Google Fi floor. Upon reading the interaction, I see that you are unable to turn on the Pixel 5a (5G) device.

At the outset, please accept our sincere gratitude for the time taken and effort made by you, in sharing your concerns and sincerely apologize for the inconvenience experienced by you.

In order to process the replacement, we will need to cancel the repair request.

As per the screenshot, it shows that the repair is not cancelled and it shows completed.

That is the reason we will not have an option to cancel the repair request.

If you have any further queries, feel free to reply or contact us over chat or phone (available with a limited team). We’re here for you 24/7!

Thanks,

Nikita Google Fi Support

Hi Google Fi Support,

Ok let's clarify some things (AGAIN) -- I will be as succinct as possible, for all the details please see this record of my support transaction: I have a device via Google Fi Phone subscription and device protection through Google Fi, and a phone which is under warranty (9 months old) My Pixel 5a suddenly stopped working and would not turn back on I tried several hours of troubleshooting, starting with https://support.google.com/pixelphone/answer/7167687 and various other steps found online; I charged the phone for hours and it would not power on. I was on a 1500 mile business trip by car from San Diego to Seattle and needed a working phone to A. conduct business, B. travel (GPS, Hotel reservations, Uber, etc), C. business and personal communications, D. Emergencies, and everyday life stuff Because I was on this trip and needed a phone fast I took the device into an authorized repair shop, uBreakiFix located at 1501 India St Suite 101, San Diego, CA 92101, as recommended by https://store.google.com/repair uBreakiFix replaced the screen and battery and confirmed there was no physical or liquid damage to the phone and declared that the LOGIC BOARD HAD FAILED - they did not have a new logic board to fix the phone Google Fi was willing to replace the phone (BUT NOW IT SEEMS THAT I AM IN SOME 9TH CIRCLE of HELL), but could not guarantee overnight delivery and I was traveling 100s of miles each day and in a new city every night, and I needed a phone RIGHT NOW, so I went and purchased one for $920 USD. Google Fi was unable to satisfy me as a customer as they refused to compensate the $295 phone subscription cancellation fee for A DEAD 9 MONTH OLD DEVICE WITH A DEFECTIVE LOGIC BOARD THAT IS UNDER WARRANTY AND HAS DEVICE PROTECTION WITH NO PHYSICAL OR LIQUID DAMAGE. By this time I was beaten down by the shitty support process I had been through for 2 weeks so I just admitted defeat and asked Google to replace the phone which is FUCKING USELESS TO ME SINCE I HAD TO BUY A NEW PHONE ALREADY but this seems to be the only avenue of compensation that google is willing to do. AND NOW I AM BEING TOLD THAT BECAUSE AN AUTHORIZED REPAIR SHOP THAT I HAVE NO CONTROL OVER MARKED THEIR JOB AS "COMPLETE" VERSUS "CANCELLED" THAT I CAN'T BE COMPENSATED. THAT IS 100% BULLSHIT.

Look -- I really do no give a fuck how you get it done, but MY PHONE IS BROKEN THROUGH NO FAULT OF MY OWN, THE BATTERY AND SCREEN WERE REPLACED BY AN AUTHORIZED REPAIR SHOP AND THE LOGIC BOARD WAS DETERMINED TO BE FAULTY. THIS SHOULD BE CLEAR AS FUCKING DAY AND IS VERY BLACK AND WHITE. MAKE THIS RIGHT GOOGLE.

As before I highly, highly, encourage someone to please read the entire case history before they respond. Find it all here in chronological order: https://gist.github.com/ckelner/04bba4ca29606ce8099edfb09621fd3d#file-raw-email-transaction-md

Thank you, Chris Kelner

Sign up for free to join this conversation on GitHub. Already have an account? Sign in to comment