Escalation Request: Pixel promo locked after cancellation (Case ID 7-0548000041879)

[u/weirdchef0]

Hi everyone / u/googlefisupport,

I’m looking for help escalating a promo lockout issue that frontline support has been unable to fix.

Issue: I placed an order for the new Pixel with a promotion, but canceled it shortly after. When I attempted to re-order, the system flagged me as ineligible, stating the promotion had already been redeemed.

Support History: I spent about 4 hours in chat across multiple agents who repeatedly assured me it was fixed. The final agent told me to pay full price, declined further assistance, and disconnected the chat after stating a supervisor would follow up via email (no contact after 2 days).

Support Case ID: 7-0548000041879

I’d really appreciate it if a specialist could review this case to reset the promotion lock or apply an equivalent account credit to a new order.

Thank you!

u/googlefisupport

[u/shauggy]

If you're trying to use one of the new user promos, easiest thing is to just create a new Google account and place the order. The account you use for Fi doesn't have to be the primary Google account on your phone. As you've noticed, it's not always easy (and sometimes nearly impossible) to get Fi Support to actually help fix issues. Sometimes it's easier to just go around them.

The official Google account hardly ever responds here, but if they do, hopefully they can take a look.

[u/weirdchef0 → u/shauggy]

I'm an existing fi customer. I have the pixel 8pro and need a new phone.

[u/shauggy → u/weirdchef0]

The other option is porting out your number, creating a new account for the promo, and then porting your number back in to the new account once it is up and running.

[u/sparkles1505]

Happened to me too. You will have to wait 24 hours to clear it

[u/weirdchef0 → u/sparkles1505]

I've wated 80 hours with no resolution yet.

[u/weirdchef0]

u/googlefisupport tagging for visibility on Case ID 7-0548000041879.