Accidentally Selected Wrong Promotion
A little over a month ago, I upgraded my wife's phone to a new Pixel 10 Pro. At the same time, I also added a new line for my son. Without realizing, I selected the new phone at checkout to apply to the new line instead of my wife's existing line. I was unaware of this mistake until I received an email from Fi notifying me that I was about to miss out on the new phone promotion due to not activating it on the new line within 30 days.
I reached out to support and created a ticket. It took multiple attempts to speak with someone who understood my actual issue, that even attempted to escalate the ticket. Thankfully, the last support representative I spoke with did escalate the ticket. I just heard back and am being told they will not correct the mistake. And, I get it, I made the mistake, not them. However, any time I have had a similar issue with other products from other companies, they are understanding and resolve the issue by updating the selection post-purchase, because they want to keep customers. It's extremely disappointing to know that, in the past when I've had issues on my account, Fi support was actually helpful. However, this is leaving a bad taste in my mouth and it seems, as I can see from so many other recent complaints, that Fi support is becoming less about keeping customers satisfied (actions speak louder than words). I get it, we're small potatoes to Google, but I would think you would want to keep my business that I've been giving you for the past 7 yrs, and just added a new line. If this is what I can expect from now on, that honest mistakes will not be understood and no options for resolution will even be considered, then I'm done with Fi. All I'm asking is that the promotion be updated to the standard promotion on new phone purchases on an existing line. The fact that that's being refused is...odd.