12 September 2024, New Mexico, Steven Zimmerman – Time to discuss Google and Google Fi.

What is Google Fi? Google Fi Wireless, formerly Project Fi and Google Fi, is an American MVNO telecommunications service by Google that provides telephone calls, SMS, and mobile broadband using cellular networks and Wi-Fi. Google Fi uses the T-Mobile network.

Why are we writing about Google Fi? It all started, in part, with the following:

“I am writing because you can solve problems,” wrote Rabbi Greenbaum. “I am having problems with getting my cellphone fixed, and Google does nothing because they don’t understand me or the problem.”

The email from the Rabbi was the first in what has become a flood of complaints about Google Fi and Google’s Customer Support teams.

“Nu, I call and call and nothing comes from this,” says Taila Benowitz. “Nothing will get done for fixing my phone because they want me to go to someplace that is hours away, and go on Shabbos!”

“I need a smartphone, not exactly a kosher phone,” wrote Moshe Specter. “I’m Orthodox, but need internet for the trading work I do. I go to have the screen repaired and Google says I must pay the full price because I have tape over the cameras.”  

In the last week, we have received over 300 emails and phone calls about Google Fi and their customer service. I decided to reach out to Google Fi as I also use one of their phones and cell phone service. There are a couple of scratches on my phone and I thought I would attempt to have it fixed under the device protection plan I pay for.

My first contact followed almost word-for-word what customer service told Mr. David Bomberg.

I would need to be without my phone for five to ten days, as I had to send it to Google Fi, to determine if the scratches were covered under my protection plan. I was then told that if my accidental scratches were not covered, I would be provided a new phone and I would see the cost of the phone on my next monthly bill.

When I pointed out that my plan covers accidental scratches and other damage, I was told that was not true.

Google Fi provides the following as part of the protection plan for my Pixil 8a: “Google Fi device protection covers your phone for up to 2 incidents of accidental damage in any rolling 12-month period from the date of the first repair or replacement. Accidental damage includes problems like drops, spills, and cracked screens.”

I decided to end my call there and wait a couple of days to see if I could get someone a bit more proficient in English, as well as someone who knew more about the protection plan.

Yisrael Laufman also tried to call, for almost two weeks, to have the same problem fixed on his phone.

“This was nothing for me but being wasteful with my time and money,” says Mr. Laufman. “When I came to the end of a second week of wanting my phone fixed, and Google not wanting to honor the service plan, I made the move to Verizon.”

When I next called Google Fi back, full of hope that I would be able to start a repair on my phone, I discovered that Google support has erected an insurmountable wall when it comes to making claims.

“You will need to post the device to us, and when we receive it we will dispatch a reconditioned phone to you,” wrote the support rep in Google Support Chat.

Again, I was told that I would have to be without my phone for ten to twenty days, and no credit for service.

Dr. Muhammad Abd Al-Shahid has a similar problem.

“My phone, I tap the screen repeatedly until it responds,” says Muhammad. “When I call them I am told I must send my phone in for evaluation. I won’t have my phone fixed or returned until they make this evaluation to see if it is my fault it does not work.”

Dr. Abd Al-Shahid said he would not have a phone for upwards of thirty days.

“I have people I must care for, I paid for this plan to fix my phone, but it is all a joke and nothing was done.”

Also, in this chat, I was told that my screen simply couldn’t be repaired as there was a problem with my camera. I never said there was a problem with my camera.

Hannah Eichberg had a similar problem with Google Fi Support.

“For my phone to be serviced,” wrote Hannah Eichberg, “I was to have it replaced because they said I told them my phone wasn’t charging. They wanted to put a credit hold of $1,500 on my credit card! I can’t afford that!”

One of the support representatives I spoke with told me the same thing.

“There are three ways to have your phone fixed,” said a support rep I could barely hear or understand. “You can mail your device to us, and we’ll send you a new one. We can send you a repaired device but will need to place a hold of $1,000 to $1,200 on your credit or debit card until we receive the broken device back. Or, you can drive to the nearest service center.”

I was informed that the nearest service center was two counties and one state over, and having my phone repaired was not guaranteed.

Tariq Aziz was told he needed to drive nine hours away to have his phone’s screen repaired.

“It’s not worth this,” says Mr. Aziz. “I decided the time was ripe to switch providers. To make matters worse, I couldn’t port my number, nor was there anyone with higher authority to help me.”

“I asked if there was someone I could appeal to,” says Rabbi Greenbaum. “I was told there was not and the person I was talking to was the highest authority.”

Hannah Eichberg also asked for a supervisor. “I was told they do not have supervisors or managers.”

Google Fi has two problems. The first is where one is where I was to go for service. For example, the service center I was being sent to required me to drop my device off on a Saturday. These Saturday requirements seem to be a common theme among those who contacted us.

Shabbos is from sundown Friday to sundown Saturday. An observant Jew will not drive, work, carry money, or many other things on Shabbos. It’s as if Google is culturally blind to a segment of its customer base.

Connected to the above is the misunderstanding of what “walk-in” means. To walk in means just that, walk-in without an appointment. So, why the Saturday requirement?

The second problem is they misrepresent the protection plan when you speak with them.

“I spoke to them about the plan before I did buy the phone,” says Shira Specter. “I was told should anything happen to my phone, it could be serviced in my neighborhood.”

Like me, Ms. Specter must travel out of state to have her phone serviced. My drive would be two hours one way. Ms. Specter’s drive would be almost five hours one way.

Google should do a better job.

While we reached out to Google for comment, they decided not to respond. Therefore, we must take the accusations made by readers as fact and that Google does not offer usable support to members of the Orthodox Jewish faith.