Service hasn’t been functioning properly and there’s virtually no support from anyone nor is the customer taken seriously about their issues. I was paying way too much for my phone bill so I switched to Google Fi as they were a carrier that used different cell towers and promised to only charged for the data that I actually used instead of a standard amount for data that went unused like other carriers. Ever since I switched, I’ve had issues with things here and there from my service not working like not being able to send SMS or MMS texts or receiving them–make phone calls or how to figure out my data usage. There has never been a way for me to ever contact any support by phone call so I’ve been stuck chatting support and they have only ever been unintelligible in their communicating skills so I’m left confused half of the time more than with an actual resolution to my issue no matter who I end up speaking to. There has only ever been one helpful tech support agent I’ve spoken to that has given me helpful insight about how my service works but other than that, it’s only ever been a struggle to understand and it’s like grinding teeth every time I speak with someone. The last time I spoke with someone, I was stuck in an argumentative loop being told right off the bat to get a new SIM card for my phone instead of going through troubleshooting steps to pinpoint where my issue actually was or see what would resolve my issue. When I requested to speak with a supervisor, I was denied my request to speak with a supervisor, being met with, “there is no supervisor,” and then checked upon as if my issue was resolved and dismissed immediately. My wife, whom I converted and referred to the same service, had the exact same issue. She was able to get in contact with someone over the phone who understood her issue and spoke proper English, troubleshooted both of our issue and was able to resolve it within the first minute of the call. She then was connected with a different agent to attempt to get me some help with another issue about crediting my account for the amount of time I’ve spent trying to get my issues fixed on my service since November. The agent kept me on hold for 15-20 minutes at a time without checking in on me, kept arguing with me about the information she saw under my account and speaking with a specialist to then ultimately tell me that it was impossible to give my account another credit even though my account has not been credited for anything else other than referrals and transfers of service. She then offered to escalate my issue and when I asked to speak with a supervisor, she told me she would have to transfer the case through email to a supervisor because supervisors did not communicate through the phone, they were none on call, they only revised the account through emails and then contacted after the matter which seems to be ludicrous to me.
