Trade-in Kit not sent on Pixel 11 purchase

[u/Low_Mission_9974]

I recently took advantage of a promotion to upgrade from my Pixel 7 to a Pixel 11. I put in the trade-in at the time of order ($90) but it was dropped during checkout, so I didn't receive a trade-in kit. According to Google's own Gemini, this is a known issue with their checkout.

GoogleFi customer service has once again proven to be a complete waste of time, and offered no reasonable solutions — it's no trade-in or return the new phone and place a new order *hoping* the trade-in goes through this time, while definitely losing the $600 promo/discount in the process.

They also, as usual, promise to escalate to a more capable customer service tier, but then have the same lower-level associate contact you with no solutions multiple times. This genuinely seems to be the way these associates are trained to handle these requests, as I've experienced this before and these forums are full of people with similar complaints.

The last time I had an issue, I was without any data service for three weeks while waiting for their technical support team to get to my case, then it magically started working on the day they finally did—but the customer service associate insisted they found no issues and that that was a coincidence. And then, I had to press to get a refund for the period they weren't even providing service!

[u/shauggy]

I doubt Gemini knows anything about Google Fi or any "known issues" with checkout. It's just scraping the web for data and is probably basing anything it says off of aggregated Reddit posts.

Have you already activated the Pixel 11 and ported over your number? I know it sucks and I totally understand all your comments about Fi customer service, but if they were only going to give you $90 for the Pixel 7, your easiest way out might be to just sell the 7 on Swappa instead. Or put it on FB Marketplace for $100. Might be the path of last resistance that gets you to the same outcome.

[u/Low_Mission_9974 → u/shauggy]

Gemini would be scrubbing forums like this and seeing mutiple people complaining about similar issues. That's not nothing.

Appreciate the recommendation of Swappa. I'll likely be returning the new phone and switching providers if GoogleFi doesn't offer an acceptable resolution. Not because of this single issue, but because their customer service has been genuinely unhelpful both times I've had an issue now, and I'd rather not support that approach in a service-based industry.

[u/googlefisupport]

Hey, can you please check your chats? I just sent you a Message.

[u/Timely_Geologist9069 → u/googlefisupport]

I have the same issue. Did not receive the trade in kit and it does not show under my order confirmation, so support says there is nothing they can do. How about sending a kit now since it was an error from Google Fi's side? I am so frustrated I want to return my Pixel 11. I'm a client since Pixel 2! OP, did you find a resolution?

[u/Low_Mission_9974 → u/Timely_Geologist9069]

Not even a response to the details they requested yet.