u/Cogswold

EDIT: Solved. Google provided a refund before receiving the devices FedEx had. This freed up the value in the previous check which allowed ordering without another credit check. Note that without escalating and getting the immediate refund I would have had to wait 5-10 business days.

Hi u/googlefisupport — hoping you can help escalate this since I've hit a wall in chat support.

I ordered 2x Pixel 11 Pro phones on my Google Fi account (financed, required a credit check to purchase — one phone for me, one for my wife, both on the same plan). Tracking shows the package was damaged in transit and is being returned to sender by UPS. I never received the devices.

I contacted support today (Case ID 7-2497000042135). After being routed from the Google Store team to Google Fi, I was told:

• The order is marked "Return to Sender."
• I have to wait until UPS delivers it back to Google's warehouse and it's scanned in.
• Only then will I get a refund.
• I would then need to place a brand new order..

I pushed back because:

1. This wasn't a return I initiated — the phones were damaged by the carrier and never reached me. This is a failed delivery, not a buyer return, so I don't think the standard "refund after warehouse scan" return policy should apply here.
2. I already went through a hard credit check to finance these devices. Being forced to cancel and place a brand new order risks triggering another credit inquiry/new financing application, which I want to avoid entirely.
3. Google Fi's own Device Protection program ships replacement devices next-business-day before the damaged unit is returned — I'm asking for the same treatment here, especially since this was carrier/fulfillment error, not anything on my end.
4. EDITED ADDITION: It is just inconvenient and frustrating to wait to reorder and be without phones for a couple of days. Not the service level I was hoping for.

The agent was polite and tried to help, checked with a supervisor, but said the system automatically ties the refund/cancellation to the original order and can't be overridden at his level. He said a supervisor would follow up by email in 24-48 hours.

What I'm asking for: a reshipment of the 2 Pixel 11 Pro devices under my existing order/financing agreement, without waiting for the damaged package's return transit, and confirmation that this won't cancel or reset my financing/credit agreement.

Happy to DM my order and tracking details to a verified support rep if needed. Any help getting this escalated properly would be appreciated.