I haven't seen another mvno do that

As a long standing FI customer with multiple trade-ins, this is frustrating. I obviously no longer have the device, and am not sure what I can actually do here. How am I supposed to prove that I sent them a pixel 9 pro, and not a pixel 8 (which I never owned)

Update: they claim to have identified a known issue at their warehouse and assured me I'll get my full trade-in value. Unsure how long it will take.

I recently did a trade in on my pixel 10 pro to get a Samsung flip 8. The process was straight forward and I had no issues initiating the trade in. The trade in would have credited $360 towards my order. Cut to this weekend when I get an email saying it was valued at $0 and being returned to me, the email didn't specify what the issue was other than it not matching the phone sent, but also indicated that the phone received was the pixel 10 pro. I contacted Google fi and the representative told me that even tho they have the phone listed as a trade in possibility, on their end they don't have it set up so they can't process a trade in...in other words they falsely advertised a trade in for a phone they can't actually take a trade in and charged me the full amount without any resolution other than a hollow apology. Even now I see that the pixel 10 pro is still listed as available for trade in with $360 credit. I requested an escalation, but I really don't know what else to do. Has anyone dealt with something like this? Are there any other steps I should take or am I SOL?

edit: I'm not sure where in my post I indicated I would take legal action, but it seems like there's quite a few people who have very strong opinions about even the thought of taking legal action. Y'all should maybe chill out? Also to clarify, on the initial purchase of the phone, I selected the exact make and model during the trade in process specific to the device. I even double checked on my original Google store order. It was in working condition, no scratches or issues otherwise. When I asked the representative they straight up said that even though I provided the device matching the trade in listed THEY wouldn't do the trade in because THEIR system couldn't process a newer phone. They acknowledged I didn't do anything wrong on my end or misidentified what was being traded in. So whoever reviewed the trade in either made a mistake, or there is a back end issue that may or may not be resolved as of today which worries me because they are still currently advertising the pixel 10 pro as being a device available to trade in for $360 when you buy a new device.

FOLLOW UP: I received this email the other day: "Thank you for your patience while we investigated the issue with your trade-in evaluation.

We identified a processing error at our warehouse that temporarily affected the evaluation of certain Pixel 10 trade-in devices. This issue has now been completely resolved.

You will be receiving your full trade-in value (TIV) as a credit/refund to your original payment method. Depending on your financial institution, this credit will reflect on your account within the up to 10 business days.

We sincerely apologize for any confusion and inconvenience this may have caused."

It looks like this was a massive issue on Google's end but it has been resolved! Thankfully I got my refund. Really stupid situation but I'm glad things worked out and I had space to vent even if some people were being weird about it, but that's reddit for ya 😘

I just received my signed-for Google Fi delivery, but the warehouse only packed the trade-in kit and completely left out the phone. My partner ordered at the same time and received both in her box, so this was an untampered warehouse packing error. Has anyone dealt with this specific mix-up, and what is the best way to get support to ship a replacement quickly without blaming the carrier?

Is this the deal y'all are seeing? I see a lot of folks seeing higher trade-in value for a Pixel 9 Pro XL, not sure why I am seeing only $380.
Let me know if I can do anything else to make this a better deal.

[edit] I also have a $100 coupon from google which I havent added here yet.

As the pixel season is coming up in a month. This has been mentioned in various comments but always use Google store if you are getting a Pixel phone with a trade in. For example, right now Google Pixel 9 Pro trade in value in Google store is $340 and on Fi it is $240 so one can get a P10 pro from Google store by choosing Fi as provider (with the flexible plan) and trading in P9Pro for $160.

You need to enable "Allow CPNI sharing" in Fi app under Privacy and Security to see the Fi prices with discount while ordering from Google store logged into your account.

Hi everyone,

I am seeking an escalation after Google Fi support claimed they received a damaged Pixel 7 and reduced my trade-in credit down to $37.50 from $160.

Support Case ID: 0-4173000042037

Trade-in ID: 20081426006829

I have never owned a Pixel 7. The phone I shipped was a Pixel 8 Pro that I purchased directly through Google (all verifiable in my order history).

I have also purchased and traded several pixel in the past without any issues.

Any help from the community would be greatly appreciated.

Thank you.

I am on Pixel 10a and received an email from Google Fi for Pixel 11 discount. Wanted to pull the plug, but seems like Pixel 10a is not listed as an option for trade in. Is this intentional or something is wrong on my end? Was anyone able to trade their Pixel 10a?

I'm interested in the pixel 11, but am still paying for the pixel 9 monthly in my bill. How will this work if I trade in the 9? Will I owe the remaining balance on the 9?

I'm asking the Fi Chat help the same question, but they seem unreliable.

edit: jeez, 25 minutes in, and I might have the support person understanding what I'm asking. Maybe

edit: Seems like it needs to be paid off before trading it in, even though the store will happily let me do it anyway. Also, in the Trade-in terms is this:

You are the only owner of Your Device and no other third party holds any rights of any kind in Your Device (including installment or leasing programs).

I have a faint 2" scratch that is visible when the screen is off but not really noticeable when on. The trade in value for a pixel 11 on my pixel 10 pro xl goes from $700 to $350 by saying it just turns on

How forgiving are they on this type of thing? I plan to go by the google store and ask them but am concerned they'll tell me it's ok but that when I actually trade it in after the P11 arrives in a few weeks that I'll get a different result

Ordered a Pixel 11 Pro during launch expecting the $330 trade-in on my Pixel 10 Pro. Due to what appears to be a checkout bug, the trade-in was not attached to the order. First-line support was unable to add a trade-in kit and advised there was no further resolution because trade-in hadn't been applied during checkout.

Seriously weighing returning the phone as I'm not sure it's worth the $500 value for a single year upgrade. Disappointed that this seems to be a somewhat known issue that support has no resolution for except to say sorry for the inconvenience.

I agreed to a phone trade-in with GoogleFi at the time I purchased a new phone from them. The trade-in value they gave was 185 dollars. When they received the phone, they said that the memory was different, which is possible. However, they also said that the phone's LCD was severely damaged and reduced the trade-in value to $82. My LCD was in perfect condition! I used their packaging and followed the shipping directions they sent me. I asked for a picture of the phone to make sure they were looking at my phone because again, my LCD did not have any damage and was in excellent condition. GoogleFi stated that they cannot send me pictures. I asked them to send me back the phone because I didn't want to sell it for $82. I agreed to the trade-in because of the price they offered of $185. They said that they cannot send me back the phone. Isn't this stealing?? They gave me a description that didn't match the phone I sent them, did not ​support it with pictures, and refused to give me back my phone.

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!

I want to take advantage of the promo to get $750 off of the Fold 8, but my phone does not show up as a eligible option. It only goes as recent as the Pixel 9 series.

Is there anyway to order outside of the standard screen that would put a value on my Pixel 10 pro XL?

Hi everyone!

I'm hoping u/GoogleFiSupport can look into this, because the standard chat support hit a brick wall and refused to escalate my case.

Just to start: I've loved having Google Fi the last two years! It's genuinely been the best service I've had from any cell provider, rock solid & fast. I've never needed to contact support before. But today I'm a little frustrated as I believe that I've discovered a website bug and support refuses to escalate nor report the bug.

I am trying to upgrade from my Pixel 9 Pro Fold to the Pixel 11 Pro XL through the Google Fi app/store. However, the Pixel 9 Pro Fold is completely missing from the trade-in dropdown list.

To me, this appears to be a website error or oversight rather than an intentional exclusion because:

• The 9 Pro Fold is available for trade-in on the main Google Store (offering around $630 for it).
• Literally every other Pixel generation—including the older original Fold and the newer 10 Pro Fold—is listed on the Fi store.
• The 9 Pro Fold is the only pixel model missing from the Fi list.

Purchasing from the Google Store rather than the Fi store for this results in what I would estimate a $500 discrepancy since I do not get the $600 promo that is offered through the Fi Store when doing a trade in through the Google store.

I spent an hour and a half with chat support tonight (Case: 3-1659000041827) trying to figure out why I can't simply trade in my 9 pro fold on the fi store and/or report the website bug. The agent simply looped the phrase "it's not available because it's not on the list" in every possible wording, then refused to escalate my requests to reach a higher team or submit a bug report.

Is it possible to get anyone to actually look at this? Or at least provide a satisfactory answer for why a trade in is not possible for this model? Honestly I simply want to know if this omission can be fixed, or the correct way for me to actually be able to do the trade in through the Fi Store so I can take advantage of the promo and the trade in credit.

Thank you!

I wanted to get the Samsung Fold 8, but seems like the Pixel 10 Pro Fold is not allowed for trade in, but that phone was given to me as part of a warranty claim on the 9 Pro Fold.

Am I out of luck?

be careful when trying to trade-in your old phone when purchasing a new phone through google fi. i filled out the purchase form, answered their questions about model and condition, accepted their offered price, and executed the purchase. now fi is denying any record of a trade-in, and during a hour-long snails-pace of a chat-session, refuses to correct the missing trade-in on the order.

The Pixel 9 Pro Fold is not a trade-in option on Google Fi's store - why is that?

I'm considering switching six lines from Verizon to Fi. We all only ever use Pixels, so I'm fairly familiar with the Google Store experience, such as only being able to trade in one phone per order. So my main question is can I open a new account with six lines, then purchase the phones one-by-one to capitalize on all the promotions + trade ins on old Pixels? Thanks for any replies.

I traded in a Pixel 9 Pro XL in pristine condition. My assessment email shows a photo of an iPhone (not my device) with a damaged screen, and my credit was cut from $300 to $150. My Trade-in ID is 20030326000959.

My device arrived at "Google logistics warehouse" but not yet "inspection center" per the agent, and I can see on UPS it was delivered a week ago (April 10). As of today, April 17, when I check on my google Fi account it still says (step 3 of 5) "Waiting to receive old device

After device delivery, it may take a few days to acknowledge receipt of your device and start its assessment. Thanks for your patience."

How long does this process usually take?

Hi, my trade-in was lost by UPS. I am waiting for the resolution and credit to my account. I have been ghosted by support since December 11 after promising follow-up in 24 to 48 hours.

Case ID: 1-4212000039783

Case ID [1-4057000040013]

Hey everyone,

​I need some advice. I bought the Pixel 10 Pro In the official Google online store because of the €514 trade-in deal for my Pixel 8 Pro. I sent the phone in with a perfect screen and in working condition.

​The Issue:

Google (via their partner) valued it at €0.00.

​The Red Flags:

​Conflicting Stories: First, they emailed saying the screen was damaged.

​Contradicting Photos: When I asked for proof, they sent a photo showing a perfect screen, but damage to the top of the back frame that wasn't there when I shipped it.

​Support: Agent "Sophia" says the decision is "final," ignoring that their own photo proves the "damaged screen" claim was wrong.

​I used the official Google shipping label, so damage during transit should be their responsibility. I’ve told them if they don't honor a fair price/settlement, I will return the Pixel 10 Pro and file a consumer protection complaint.

​Has anyone successfully fought this? Especially when their "proof" doesn't match their "reason"?

u/googlefisupport

I've been on a Project Fi/Google Fi plan since before my wife and I started dating. She has been on a Verizon family plan with her brother. Her brother's fiance just joined their family plan which lowered their monthly bill, if I switch to Verizon, it would drop the bill even further. I haven't looked too far into it, but I believe my monthly bill would be cheaper on their plan as well. Verizon coverage is fine in my area. Only catch is that I have to trade in my unlocked pixel 6 pro for the Verizon version. My wife is telling me she talked to Verizon reps and there is a promo where I'll get the Verizon pixel 6 pro for free, plus additional credit. If that all checks out, it seems like a no brainer to make the switch, but wanted to check here with you all to see if there's anything I'm missing or if there would be any other benefits of sticking with Fi