I had almost the exact same experience. Google Fi has the worst customer service of any online company I have ever interacted with. It's a strong statement, which I've reflected on here for a moment, but I believe it's accurate.

I ordered a new Pixel 3 as part of the Cyber Monday promotion, which was $600 for the phone with $200 in Fi credits. When ordering the phone, I accidentally used the pre-filled shipping address on Google's order form. This my mistake, but I noticed it quickly when I got the order confirmation email. The default shipping address went to my office address. My company had moved officers the month prior. The office was empty and unoccupied. I couldn't receive the phone there.

Before calling Google Fi, I called FedEx. FedEx quickly answered my call and pulled up my order. Typically, FedEx is able to re-route a package that is still in shipment. However, Google Fi has placed restrictions on the shipment which prevent recipients from changing the address. Only Google can update the address.

I called Google Fi and waited on hold for over two hours. This was around the holiday season, and Fi is a newish service, so I wasn't particularly annoyed by this. When I finally got ahold of someone and explained my mistake, they said they'd open a case with their shipping team, who would be in touch with me.

Two days later, no one had contacted me, so I used Google Fi's online chat feature. After waiting in line for an hour and a half, I was connected to someone. I explained the problem again, asked if there was any ETA. They said the problem was already escalated, nothing to do but wait.

Another two days later, no contact was made. I contacted Google again. I got the same answer. The ticket has been escalated to their shipping specialists, they will be contacting me.

At this point, FedEx attempted delivery of the package, which was rejected, since no company exists at the address. I contacted Google again. They said the shipping specialists would be getting in touch with me.

One week after this, FedEx noted a delivery exception, and that the package would be returned the sender. I contacted Google again. Now that the package is being returned to Google, could they cross-ship me a replacement phone to the correct address? No - I would need to contact their shipping specialists, who would be contacting me.

Several days later, I finally received email contact from the shipping specialists. This team immediately cancelled my order, without ever talking to me. They noted that the shipper had been unable to deliver the package, so they would refund me the cost of the phone.

Unfortunately, at this point, the Cyber Monday promotion had ended. The phone now cost $200 more, and the Google Fi credits had been reduced to $100. I asked Google if they would honor their previous pricing, since I had been trying to change the shipping address for several weeks. My message:

> Thanks for getting back to me. When I purchased the phone on Cyber Monday, there was a promotion, with the phone costing $599 and $200 in Google Fi Credits. Today, the price of the phone on the Fi shopping site is $799 with $100 in Fi Credits.

> The package with the phone waited in XXXXXXXXXX at FedEx's facility for a week, and I contacted Fi support several times to try and get the shipping address updated. Each time, I was told that the issue had been escalated to the Shipping Specialist team, but a week later, the package was returned by FedEx. If the address had been updated when I first contacted Fi support, then FedEx would have simply delivered the package the next day.

> Will Google Fi still honor the original price I paid for the phone?

Google's Response:

> Thank you for the response. If you happen to process another order, please let me know. I can escalate your case to my higher level of Support for approval for the promotion. I cannot guarantee that the request will be approved, but I will explain the why you did not receive the initial order in full detail. Please let me know if you have further questions.

So I did that. Ten days later, and fully one month after I ordered the phone, I finally heard back from Google:

> My name is Lee and I'm a higher level Specialist here with Google Fi. I'm working directly with our Promotions Team to determine your eligibility for our "Pixel 3 / 3 XL $400 Back" promotion that was ongoing from November 22nd @ 11:00 PM PT - November 27th @ 11:59 PM PT.

> After thoroughly reviewing your account, we have determined you are ineligible for an exception to this promotion.

> Per the promotion terms: "Limited time offer available from 11/22/18 11:00 PM PT through 11/27/18 11:59 PM PT, or while supplies last"

> Since your original order GS.XXXX-XXXX-XXXX was returned to shipper due to an incorrect shipping address, we are unable to provide an exception.

> We apologize for any inconvenience. If you have any questions, you can always reach us by replying directly to this email.

Every interaction with Google Fi took hours of time. None of them ever resulted in a positive experience. Google Fi was never able to do anything to help the situation. They could not update the address. They couldn't cancel the order and ship a new phone. They couldn't honor the original pricing. There was literally nothing there were ever able to do to help me recover from my mistake using an incorrect shipping address defaulted on the order phone.