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I requested a callback from support on the Google Fi app as I did before. Google’s Own Support Call Went Straight to Voicemail The more comical and incredibly frustrated thing happened next. Not even a lightweight, simple app that doesn’t have streaming content. I restarted the phone, turned off WiFi, and tried using mobile data. When I was notified that the number transfer was complete, I was excited to get started using the Fi service. Once the number port-in was finally under way, I thought the ordeal would come to an end. Support Agents Exhibited Classic “Script-Based” Behavior No tooltip or specific wording in the label nor were we warned that some carriers may put a lock that can be unlocked by this type of PIN.Ī simple change in UX writing and UX design could have helped avoid this situation and save customers valuable time.įor me, it was 12 hours of waiting, numerous attempts and emotional stress. Nowhere in the text label did it explain that this is the PIN that we were supposed to enter. Little did I know that Google meant the transfer PIN that I had obtained from my carrier for this purpose. My current carrier has a regular security PIN for my account, which I entered as directed on Google Fi’s app. The mystery was finally resolved when I made the 5th call to technical support - an agent was able to figure out that I had been entering the PIN all wrong. I tried the process again in 6 hours, but was never able to see the transfer PIN field. The email also specifically said that now I will have an option to enter the PIN myself when I try again.īut that didn’t happen. The call dropped half way, but the agent emailed me back with instructions to try again in 6 hours. I now have the PIN, and waited 6 hours, what more do they want? My request was yet again canceled, which means another 6 hours is waiting for me. When I proceeded to try the port-in again after 6 hours the next day, the same error message appeared. Upon calling my carrier, I was able to obtain an unlock PIN, which I was eager to provide to Google. Apparently, there was a lock on my number even though my phone had been paid off and unlocked earlier. They had to cancel my request because it was unsuccessful.Īdditionally, I was also advised to call my current carrier and ask them to “unfreeze” my port out request. I was advised to wait 6 hours to try again. Given that I had entered all information correctly and double checked, I decided to call technical support. One Word In the Google Fi App Threw Off The Entire ProcessĪs soon as I started attempting to port in my current number via the Google Fi app, the hiccup began. In this article, I will recount my experience as a customer as well as analyze what had gone wrong in their user experience design (UX) and customer experience design (CX) as a design professional. I thought the worst case scenario would be that the data sometimes slows down while I’m overseas or I’ll get periodic service interruptions depending on local carriers, but boy, was I wrong. The interface design of the Google Fi app looked amazingly clean and glitch-free, compared to those from other traditional carriers - what a vote of confidence. It uses the T-Mobile network for iPhone users and offers 24/7 support via phone and chat. The fact that it has built-in VPN, reasonable all-inclusive unlimited data while roaming overseas, compatibility with iPhone, albeit at lower mobile data speed, and seemingly good reviews from users sold me on it. From my research, I found that Google Fi is recommended for trips of this nature. Recently, I was doing research for my upcoming 6-month long international trip. UX and CX Design Lessons From A Disastrous Google Fi Signup ExperienceĪ couple of days ago, I left my current mobile carrier and tried to sign up for Google Fi.