I’m pissed off. I have been a fan of yours for a really long time now. I’ve been an early adopter of all your products (even the ones that are gone now). Whenever someone talks about their love for Apple I make fun of them and tell them how the Goog has been doing better tech for way longer. I’m always on your side.
So of course when I saw that Google Fi was available I signed up as fast as I could and I dropped $600 on a new handset as you required. Every time someone asks me about the phone or what service I have, I’ve gone into a 5 minute ad for the service. Because for the most part it’s been pretty awesome. But this morning that’s all changed. I hate Fi and if I could get my money back I would. But I’ve been told that’s not possible. So I’m going to just complain publicly and hopefully dissuade people from switching over to you. Hell, I’m even considering moving to an iPhone!
So what happened?
It wasn’t until about the middle of the day last Sunday that I finally realized that there was something seriously wrong with SMS messaging for me. Up until that point, everything was working perfectly for me. But all of a sudden nobody was receiving SMS messages from me. I could see theirs, and from my perspective I was sending them to them. But they weren’t getting them. That is, unless they were on T-mobile.
I tried from hangouts on my computer. Same thing. I later figured out that MMS worked fine however so the problem was that SMS messages were not being delivered once they made it to Fi. Mind you, it looks on my phone that the text is sent. There is no error message or anything.
So I chatted up your support crew on Sunday.
After a bunch of back and forth I was told that there was an outage on your side of things and that it would be fixed between 24-72 hours. I was initially upset because if you knew there was an outage, I should have been notified. This is pretty common practice for service oriented companies. But I wasn’t. And I still haven’t been notified about what was/is going on.
So I waited 72 hours which was last night and guess what? Still no ability for me to text. I’m sure you can imagine how much of an inconvenience this is. I mean, our whole society is based on text messages these days and to not be able to send one from your phone (or your computer) is just debilitating.
I contacted support again and spent a very long time with them. Here is a summary of what occurred (though I’d love for you to find a transcript of the chat so you can see for yourself).
- There was no acknowledgement of an outage this time.
- The rep was convinced it was an issue with my phone. Even though I was clear that the issue would happen on hangouts on my computer even with the phone off
- The rep made me remove all the non primary google accounts I had linked on my phone
- The rep made me remove hangouts from my phone
- The rep made me sign out of hangouts on my computer .. all of this so that we can get a message to come up on Messenger (the approved google SMS app on my phone)
- Once I had followed all of the reps steps I still could not get a text to work and so he then decided I needed a new SIM.
So here I sit, with a google phone on a google service that cannot deliver a simple SMS text message. And now I wait for a SIM card that I know won’t fix the issue. And then what?
I have always had faith that you knew what you were doing but after the experience I had yesterday I’m not so sure. This is clearly an issue on your end of things but your rep wouldn’t acknowledge it. I asked for a refund of the phone and was flat out told that that wasn’t going to happen. I was told that Fi was ‘basically a beta service’ and that the risk was all on me for signing up. Really? Ok, well if that’s the case then don’t bill me for this month since I can’t use your service. Treat me, one of your best advertisers just a little bit better. Make me feel like trusting your company was the right move. Don’t say to me : Well you made the mistake of going all in with us. Sorry.
Ugh. I’m super pissed still.
When the SIM comes in a few (textless) days from now I’m sure I’ll be writing again. Until then, know that I will never recommend Fi to anyone again.