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Another Project Fi support experience

12 points · submitted Sep 2017 by u/ieatkittens

This morning I was using my 5x when it turned off suddenly, and I learned what is meant by 'boot-loop'. I am travelling at the moment, so I think it's probably the most inconvenient time for this to happen.

My first surprise was that Google refused to ship me a replacement device in Canada, even if I offered to pay for shipping. This puts me in an awkward spot because I'm here for an extended period.

I accepted that and moved on, and a rep sent me an email for an RMA. When I clicked on the link I got an error (Error Code: PBIS). Reached out to chat support, they recreated the RMA and the new link gives me the same error.

My case has now been escalated and I should hear something within 48h...but if I don't hear anything within 48h I should get in touch again. The second half of that isn't exactly confidence expiring.

16 comments · 81% upvoted · other discussions

comments

call_me_stephen 5 points · Sep 2017

I have been in a similar situation, this is day 6, I think day 3 since escalation. When I contact them they tell me it is still under review but will not give me any additional information.

I think the problem has to do with not having phones to replace our devices.

It is frustrating. My device is usable at least, you are in a much worse position!

ieatkittens [OP] 1 points · Sep 2017

I've tried everything to get it into a workable condition too. I think the worst part of it is that I'm travelling with my son and my wife isn't with us, so I can't send her photos or keep her updated, which is driving her nuts!

call_me_stephen 1 points · Sep 2017

My wife's 5x boot looped a while back, there didn't seem to be anything to get it working again.

I would buy a cheap digital camera just to have something for now. Send them from a computer at the end of the day.

Brewtide 1 points · Sep 2017

Put it in the freezer for a bit?

ieatkittens [OP] 1 points · Sep 2017

I'll give that a go! Thanks!

Brewtide 1 points · Sep 2017

Maybe in a bag. I only worry about it setting off the moisture dots on you. But there is a good chance it may bring it back to temp life.

Life, always a gamble

Oscar_Relentos 3 points · Sep 2017

Best advice I can give you is to get somebody on the phone if they don't get back to you within 48 hours, which I hate to say but I am confident they will not. I'm not trying to trash Project Fi as a whole because I've really enjoyed the service overall but this whole bootloop issue has been a big mess. Took three weeks before I realized I can just call them, then on my second call after many issues (I've commented about this too many times I don't want to elaborate any further but it was three weeks of constant contact through their text chat), they eventually offered a refund for my 5X and I am happy to say they were very quick about it once my phone was in so I'll compliment them on that. I just bought an unlocked iPhone SE and I intend to port out to a different carrier, which I hope will not be as painful as I have heard from some. It sucks cause I know Fi is great for international travel I was in the PI and Canada both within this year, and it worked in both spots pretty damn well especially in Canada. Hope you can get a resolution quick

ieatkittens [OP] 2 points · Sep 2017

Thanks! I'd probably take a refund over a new device at this point since it seems like best case scenario I'm going to be without a phone for a few weeks (since they'll only ship it to the US and I am travelling for a while), so at least a refund would allow me to buy a new phone locally so I'm not up a creek!

Definitely agree on the point about travelling, though. It's been great for me everywhere I've travelled!

janky85 3 points · Sep 2017

Same thing happened to me when I was on my honeymoon in Italy. After recreating the rma and getting the same error you did about 6 times, a support agent finally connected the dots...

"Oh you're out of the country? The RMA links only work with US IP addresses." And sure enough, the second I landed back in the States the link magically worked as promised.

Your best bet is to have a friend back home complete the RMA, tell Google to ship the phone to your friend's address, and then have your friend ship the phone to you in Canada.

ieatkittens [OP] 3 points · Sep 2017

I could kiss you. I won't, but I could! I fired up a US VPN and low and behold, the link works fine. I talked to three separate people who were all aware I was in Canada, none of them thought to let me know that I couldn't access the link from a Canadian IP!

jihiggs 1 points · Sep 2017 · Nexus 6P

i cant figure out why in this day being on the other side of an imaginary line makes such a difference.

ieatkittens [OP] 1 points · Sep 2017

Especially if I acknowledge that there's an additional cost involved and offer to pay it

SurfinPirate 1 points · Sep 2017

Don't hold your breath on that 48 hour thing. Every issue I've had that got escalated I was given the 48 hour promise. I've ALWAYS had to call them back.

ieatkittens [OP] 2 points · Sep 2017

The fact that they said "and if you don't hear back in 48h, call us" makes me feel like there's no chance I'm going to hear back without having to reach out. It feels more like a 'please call back when I'm not working'!

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[deleted] -1 points · Sep 2017

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ieatkittens [OP] 1 points · Sep 2017

Pretty sure you need a working FI device to check out the Travel Trolley. Double sad whammy!