My family has had a terrible experience with Google Fi the last couple weeks. First, there was a glitch when we tried to activate our new phone. The customer support did help us get it figured out, but it took 5 days, and in the meantime two of our five lines were messed up and not functional. It ended up that we could have had it fixed the first day, but they gave us incorrect information saying we needed to have a new SIM card sent to fix the issue, but in the end ended up we did not actually need to have one sent we could have went pick one up from any Circuit City.Secondly, we thought that we had processed a trade in for old phone, when after about a week and a half we still have not received the trade-in kit for the old phone we called in and they told us that they didn't have any record of us requesting a trade-in kit, and that since we didn't request one when we bought the new phone that we could not send for a trade in kit. We have been quoted a $125 trade and value for our old phone, and this was a major factor in us buying the new phone.Thirdly, after going 5 days without our phones functioning properly, and then being told that we are not receiving a trade-in kit for our old phone, then we were told that the $300 rebate we were supposed to be getting on the new phone was being invalidated because their system was showing that the new phone had switched phone numbers. One of the criteria was at the phone had to stay on the same phone number for 120 days straight after receiving the new phone. The reason why it was showing a switch of phones was because of the error while trying to activate the phone.This is a $425 difference in what we expected to pay for this new phone, and what we are now having to pay. As long time customers of Google Fi we do not feel that they cared about us as customers and were going to use any excuse to invalidate our trade in and our rebate, and that we were being held responsible for glitches and errors and their automatic system.
