I purchased two new phones under promotion. The promotion required porting the phone numbers over from a previous carrier, which we were planning to do anyway.Upon attempting to port the numbers over, one of the phones froze up completely and had to be factory reset. The other just said "waiting to activate". We waited 24 hours without any activity from the porting process.I called customer support and they suggested we cancel that port process, restart the phones, and try again. So we did that. They suggested it may take up to 24 hours, maybe longer, for those numbers to move over. So now we are on day three of trying to activate these phone and, 48 hours later, STILL NOTHING.Contacted support again, and after talking for almost an hour, they found out that the area code for my state was 'locked out' of their system, I guess because my state had literally ran out of #'s in that area code, and they opened up a new area code. Ok, that doesn't explain why the #'s that I currently have didn't port over, but I asked the support agent what we should do and they said "We can issue them new Google Fi numbers as the port process for this other area code is not working in our system". My kids are young and changing a number wasn't that big of a deal, so I said "hey, if that can get us WORKING phones faster, then let's do it". At NO POINT did they mention that if I do not port a number over to Google that they will not honor the promotion. At NO POINT did the call agent even check this or mention it.So they issued the new numbers, and all is fine for about two weeks until I get notification that the promotion is still pending. I check the details and it says that the numbers have to be ported over, not just 'new' numbers issued from Google.So I contact support, again, for like the fifth time, and I fully explained the situation with the porting issue, and how WE TRIED TO DO IT, it DIDN'T WORK, and Google Support said we should just go with new numbers.They didn't care. Not ONE bit. I got flippant , passive-aggressive messages like "I'm sorry you feel that way", or "I'm sorry that you didn't fulfill the requirements of the promotion and are therefore denied". I asked for a review of the situation as the porting problems were on THEIR end, not mine. There was nothing I could have done to fix that issue! NOTHING!They adamantly refused. No supervisor, no review. Just said that I did not live up to my end of the deal.That was the last straw. I contacted T-Mobile, got their best plan (which has more perks and was barely more expensive than Google), got three new phones on the way, and they were WONDERFUL to deal with. AND THEY WERE U.S. BASED. No more difficult to understand agents in India or elsewhere.I barely had time in my 15 day return period to begin the RMA process to get a full refund on these phones. And I got better phones through T-Mobile and they were FREE!!! (under promotion, of course, like always).Google Fi is an absolute NIGHTMARE to deal with, and I had been a customer for over 15 years. I bet I bought twenty phones through them over the years. NO MORE.STAY FAR AWAY - they will SCREW YOU OVER AND NOT CARE ONE BIT!
