[Google Pixel Questions & Answers] cshehan:
Synchrony and Google need to get their stuff together when it comes to the financing aspect of the Google Store. I purchased my first Pixel through the Google Fi page as I wanted to try out the service, that whole experience went super smoothly and even though the phone was a pre-order at that point I got it earlier than they told me. Got the phone loved it but wasn't all that impressed with the Google Fi pricing model after my wife had the phone for a week and I saw what data was actually going to cost me. So I switched over to T-Mobile, paid off the remainder of the Pixel because Google Fi financing only works if you're on the Google Fi plan and called it a day. Then I decided I was going to get two more Pixels and activate them on T-Mobile, which of course doesn't sell the Pixel, so I ordered them through the Google Store. I chose the 24 month financing, and everything seemed fine, although they were backordered, and I was given a shipping date in the not too distant future. Fast forward and I get an email in the middle of the night from Google telling me there is a problem with the order and I need to contact them. So the next morning I call and they tell me the email was a glitch in their system and several people have been calling them even though nothing is wrong with any of their orders. Satisfied I wait patiently for the two Pixels to ship, only to get another email overnight within a week of when they were supposed to ship. This time they tell me my order has been cancelled. I was shocked as I didn't cancel my order so I called in the morning to find out what had happened. Google tells me there is a problem with my Synchrony account that caused my order to be cancelled. When I asked why I wasn't contacted before they cancelled the order they couldn't come up with any kind of answer, but instead kept telling me I would have to contact Synchrony to resolve the issue. They then transferred me to Synchrony who of course tells me they can't see any problem with my account and are unsure why my order was cancelled. So I spent the morning going back and forth between the two and my issue was 'escalated' by Google and I was told to wait for them to email me. Fast forward 24 hours and I'm done with their games and call Synchrony again and make them look very carefully at my account and suddenly, oh yes we need you to verify your address, which I do and they assure me the account is in good standing. At this point I assume Google will just tell me I'm screwed and to re-order putting myself even further behind in the queue for a backordered Pixel. So I go back online and just order two more Pixels. Amazingly for this order the ship date was the same as my now cancelled order and they ended up shipping a day sooner than that. And the ultimate bit of irony was days after I place the new order I get an email from Google apologizing and telling me there was nothing they could do to reinstate my original order, I would have to place a new order. So in the end it all worked out and I didn't end up waiting any longer than I originally thought I would but the whole Synchrony/Google Store finance system is a mess. If you have a problem they'll just point fingers at each other until you get mad and start yelling at people, 'escalate' your issue and most likely in the end do little to help you.