[smeggysmeg]

I'm a long-time Google Fi customer and moderate another community about Google Fi. Some of the criticism about Google not being as customer focused is valid, but the two biggest problems with Google Fi are:

* The dependence on rigid processes. Customer support reps are cogs in a machine with no ability to override automated actions or to circumvent when processes go awry.

* Google does absolutely zero of the inventory or shipping. It's contracted out to Ingram Micro. Anyone in the IT world who has dealt with them knows they screw up a lot. Not terribly, but unless you have a direct line to them, you're hosed.

Combine these two factors and then add some typical call center metrics focus and nobody is empowered or interested in going to bat for you when the process falls apart.

[pishpash]

Not an excuse at all. It is Google that chooses their own logistics partners and support team. Why do they choose shitty ones?

[falsedan]

I remember when Amazon fucked up and signed a contract with the worst local courier company in the UK; they were locked in and couldn't back out. So the advised people who'd previously had poor service from those couriers to put "please deliver with royal mail" in the delivery notes and would ship it out-of-contract & ate the fees.