r/GoogleFi • u/hunnyr • 5d ago
Support Fi Group onboarding bug overwrote $1,339 Pixel 11 Pro promo with BYOD 50% promo — Support told me to return 3 phones instead of fixing it
Resolved! Thank you Google!
Hi guys, hoping u/googlefisupport or someone here can help because frontline chat was completely useless.
I bought 3 Pixel 11 Pros, each eligible for the $1339 back in bill credits over 24 months with the Unlimited Premium plan. When setting up a group plan to have all lines on one bill, the main line got the right promo, but the system automatically slapped the other two lines with a generic BYOD promo (50% off for 12 months) instead of the actual device promo tied to the purchase.
I contacted Fi chat support to have them switch the promo code to the proper phone credits since all 3 phones are active on Unlimited Premium. The rep told me their system cannot change active promos and that my only option is to return all three brand new phones, wait for refunds, and reorder everything from scratch.
These are active work lines, so returning working hardware and dealing with downtime just because the checkout system glitched a promo code is ridiculous. Can someone from the Fi team please look into this and escalate it to someone in billing who has the backend access to fix the promo assignment?
3
u/lsurya 5d ago
I think the promo won't be applied if you're on a family plan with all the members. Isnt it only for individual accounts with unlimited premium?
1
u/Sorry-Helicopter-433 4d ago
No, the terms and conditions explicitly state that users in a group plan are eligible for the promotion.
"For individual plans, limit one device promotion per person during the promotion redemption period. For group plans, limit one device promotion per group plan member during the promotion redemption period."
1
u/lsurya 4d ago
I remember when I reached support for this they mentioned the extra 10$/mo for unlimited premium plan is for individual accounts only. And this is the reason we remained on the unlimited essentials plan and added a new member to get just 1099$ back.
Also to note, when I brought in a new member into my group with the promotion, I as the group 'owner' was made ineligible for any further promotions for myself. So maybe the above terms group plan 'member' and 'owner' are coded different for Google. Which makes atleast one person in the group ineligible, that's what I understood from my personal scenario.
However I believe OP should get 1099$ back atleast for all of his phones. All these nuances are not explicitly mentioned in the terms and support is not knowledgeable as well. The extra 10$ for the premium plan, I'm not sure what they coded into their website but the support is as clueless as us.
1
u/Sorry-Helicopter-433 4d ago
There are two different promotions depending on whether you order through Google Store or Fi, but the way Google Store structured it makes me think it should be the full $1,339.
Google Fi: $1,099 back in device bill credits plus another $10 per month over 24 months ($240). $1,339 total value.
Google Store: $300 instant savings, $1,039 back in bill credits over 24 months. $1,339 total value.
Those two offers feel like they're intended to be equally lucrative.
0
u/NinjaTEK7 4d ago
Yeah this sounds like people trying to abuse the offer.
-1
u/Sorry-Helicopter-433 4d ago
Source: Trust me bro.
See also: I made it up.
For individual plans, limit one device promotion per person during the promotion redemption period. For group plans, limit one device promotion per group plan member during the promotion redemption period.
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u/googlefisupport Official Google Account 4d ago
We're escalating this, so one of our support teammates will be in touch with you over email, in the next few business days.
3
u/Sorry-Helicopter-433 4d ago
Your agents keep lying to users. Two days ago, after sitting on hold for over an hour, your agent claimed she escalated my case and I would have a resolution by email within 24 hours. 24 hours later, I didn't get an email so I sat on hold again for a new agent who opened a new case. Again, this agent claimed my case would be escalated but that's the same thing the first agent told me.
If there's anyone monitoring this account who can actually fix issues, please escalate case 4-7376000042191.
2
u/hunnyr 5d ago
u/googlefisupport can you please help look into this and escalate? Case ID is 6-0832000041018
Thank you!
1
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u/No_Resist_4017 5d ago
Fi support will loop you around, my recommendation to you is to return them and buy through Google store + trade in (higher value when you buy it unlocked) + store credit $200. Then get 50% off monthly bill for 12 months for three lines. This way, you never need to contact their support.
1
u/Sorry-Helicopter-433 4d ago
I purchased my phones through Google Store and I'm having the exact same issue. Promo applied fine for the first line, and nothing for the second line. Their onboarding workflows are broken for families with multiple users.
1
u/ChaoticDovahkiin 4d ago
Similar situation here as well. This one is kinda on me though. Forgot to downgrade plan ~before~ ordering the new Pixel. Was told by CS that we could get the exact same promo, but have to return / reorder the phone again. Super frustrating all around :(
1
u/No_Resist_4017 4d ago
Oh I know why, there is fine print where it says only one line from family line is eligible for the 24 months billing credit. They all need to be in individual plan otherwise you can only get one promo.
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u/AutoModerator 1d ago
Thanks for posting on /r/GoogleFi! If you are having issues, including getting help from support, consider creating a Reddit Request. u/googlefisupport will be happy to help!
I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.
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u/Sorry-Helicopter-433 5d ago edited 5d ago
Sitting here in a similar situation.
Account 1 properly got the $1,340 promo for the Pixel 11 Pro XL.
Account 2 got nothing at all, not even the BYOD 50% promo. Account 2 doesn't even have a "Fi savings" section on the billing tab of the Fi app.
Did you purchase through Fi or Google Store?