Google FI wireless is inflexible in the application of their policies to the detriment of their customers, and the shopping experience. Their plans are not ultimately cheaper or better than the competition. Their device policies are designed that if you have problems you are locked into the device model and payments for said device.Specific issue: Brand new Samsung s23 ultra (Premium phone, premium price) was defective in 30 days. I asked for a return and that I was interested in purchasing a different new device. Google compelted the return and stated they would replace but would not be flexible on changing the device model.Customer service completed the RMA authorization but did not cover this despite me clear and early request to change models.Customer service by email was not empathetic and repeatedly returned the same form answer that they could not help me. The same for when I called support and requested a call back that I never received.While Google Fi believes they fulfilled the TOS around the device they are incapable of any actions out side of those terms no matter what. They are not empowered to take actions to be helpful.Additional details I cannot cancel my account until I have kept the new phone for 90 days so that I am not charged a promotional fee (discount I got off the phone lease) even though the phone was defective. My ONLY option is to accept the replacement which will not even be a new phone. To replace the defective phone I will receive a refurbished unit. I will still be responsible for the remaining value of the lease on the phone once I am able to cancel my service.Yes, google replaced a defective phone in short order, and I am no less well off then when I had gotten the phone new. However they still somehow managed to make the experience awful.
