Billing
Yes or No: Do customers receive a copy of their billing statement on the email addresses associated to their Fi Account?
Yes
x2 What are acceptable payment methods for Fi and the brands we accept?
Credit or Debit cards under Visa, MasterCard, American Express and Discover
How much will the customer pay if they have exceeded their bill protection amount?
$0 or they no longer pay for extra data.
Can users utilize Data alerts at .5GB increments?
Yes.
What is an authorization hold?
An amount within your form of payment that will be frozen until the Google warehouse has received the defective device, and the AH will be released on their FOP.
When will the billing cycle start if they have activated their service on January 28th?
February 2.
True or False: Customers can use Paypal to pay monthly Google Fi billing statements?
False.
How much is the bill cap of individual plan users?
6GB
Situational: A user with a Delinquent account state called in to request to return to full speed of data, and they are unable to do so. How would you assist the user?
Educate the customer that they can only return to full-speed data after the pending payment is processed.
what is another term for extended protection plan?
Device protection plan
When does a customer get auto charged?
10 days after the billing start date / billing statement has been sent.
Can customers update their payment method right before the end of a specific billing cycle?
Yes.
True or False: A user can disable the capped data speeds once they have enabled it.
False.
Situational: User called in complaining that their data speed is slow even though they haven't reached their speed limits yet. You checked their Fi Button and you noticed that it has been only 27 hours since they activated their Flexible plan. How would you resolve this issue to the customer?
If the customer has just activated their service within 48 hours, educate the customer that they must wait for at least 48 hours to pass as their activated account is pretty new.
How long is the standard warranty for a newly bought device on the Fi store?
1 year
What is proration?
Proration is paying for the services used on specific days.
Situational: Customer called in because their payment did not go through. Do to careful investigation, you noticed that they have a Visa Prepaid card, what resolution can you provide to the customer?
Educate the customer that Prepaid cards are not a valid form of payment and inform the customer about the valid forms of payment.
How can you assist the customer if they cannot find the option to resume full data speed?
Escalate the issue to Tier 2 Billing/Other issues.
Situational: A user called in due to a $20 charge on their account when their Fi Bill credit has covered their first bill. How would you provide a resolution to the customer?
This charge is applied to their next bill and serves as a credit to cover future usage, like full data speeds or service charges.
Situational: A user called requesting for RMA on multiple devices as all 3 of their device arrived damaged. Customer is requesting a bulk RMA for these 3 devices. How would we provide a resolution for this?
Educate the customer htat we can only process the RMA one device at a time. We wait until the first RMA status is marked as received before issuing the other 2 devices.
Situational x2: A user contacts support because they were unable to pay off their bill yesterday, as they got hit by a truck and they're currently in a hospital. What account state do you think they are in right now, and how are you going to provide a resolution to the customer.
Educate the user that we can delay partial suspension for 7 days.
How would you assist the customer to remove their payment method if they already closed their account?
Chat consult Tier 2 - Billing/Other issues to take over the case and file a bug.
Is the Bill protection program available for all Google Fi plans?
NO.
Where can users view their data usage on the Fi app?
Home tab >> View Details
Before providing a replacement for the customer, what should we do?
Exhaust troubleshooting steps before issuing an RMa to the customer.