Re: [PLUG] Off topic but not sure who to ask

[Chuck Hast]

Well I am almost most thankful it is almost over, will
not be totally happy until I have the new device in my
hands and the old one has been confirmed as received
by Google.

I have done such things with CSR's in the past, one day
while I lived in Tampa, I was talking to the cable CSR
about and issue, she started out with the usual windows
centric script, I told her, STOP there! I am running Linux,
she gets quiet than a big happy sigh... And says now I
can talk to someone who knows what this is about. And
she started asking me to run some of the common linux
tools, after a run of MTR she said, "yep... it is the same
old router they keep hot potatoing around the Tampa
bay area... Who knows where it will pop up next, let me
get it reported and out of your signal path".

This issue with Google was not about the tech side of it
it was about supposed location, i.e. lat/long 35.61152165176741,
-97.52505764752804 Our home location vs the place my
wife is at while dealing with her dad's estate:
lat/long 9.92406585859945, -84.0454868356128. I think
that the thing that finally got them was I sent a reference
to her purchases through Google Store showing all of them
being sent to the same address and also referenced the
home address for her Google Fi account. I think that the
people initially were not reading the whole emails being
sent just that part that she was in Costa Rica taking care
of family issues.

As executor she cannot leave the country, she would
have to give up the position and after large issues with
her elder sister, the elder sister has realized that Iliana is
doing a better job than she and is now trying to help get
things sorted out. But if Iliana leaves the judge will appoint
a non-family person to be the executor, none of them
want that. So she is kind of stuck down there.

At least it appears that things are going to be taken care
of regarding her phone that will make a big difference.

Again a big THANK YOU  to each one of you for your
comments and observations. Much of which help temper
the last email that was sent to Google prior to them
recognizing that she really DOES live in Oklahoma but
is away taking care of not very fun stuff.

Costa Rica is a bureaucratic nightmare, that is enough.
I did not want her to have to deal with this too, she did
but I was able to deal with most of it, only when they
absolutely needed to talk to her. I did find it interesting
that Google Fi does not have Spanish speaking support.
Seemed strange for them.

On Thu, Sep 22, 2022 at 10:38 AM Paul Heinlein  wrote:

> On Thu, 22 Sep 2022, Michael Ewan wrote:
>
> > I had to call Comcast once about a connection problem.  They started with
> > the script, I interrupted and said I was a Senior Systems Programmer at
> > Intel Corporation, please just tell me what you want me to test and I
> will
> > do that.  The response was great, "thank goodness, someone intelligent,
> > lets start with a trace route."
>
> I've sometimes had similar, human-scale responses when I let the
> support tech know my experience level.
>
> On those occasions when that's not the case, I usually say -- for the
> benefit of anyone listening to a recorded version of the call --
> something like, "It's clear to me that you are not able to solve my
> problem. Please escalate my call to someone who can." The tech (in
> sane firms) will get a pass because the escalation occurs specifically
> at the customer's request.
>
> --
> Paul Heinlein
> heinl...@madboa.com
> 45°22'48" N, 122°35'36" W
>


-- 

Chuck Hast  -- KP4DJT --
I can do all things through Christ which strengtheneth me.
Ph 4:13 KJV
Todo lo puedo en Cristo que me fortalece.
Fil 4:13 RVR1960

Re: [PLUG] Off topic but not sure who to ask

[Paul Heinlein]

On Thu, 22 Sep 2022, Michael Ewan wrote:


I had to call Comcast once about a connection problem.  They started with
the script, I interrupted and said I was a Senior Systems Programmer at
Intel Corporation, please just tell me what you want me to test and I will
do that.  The response was great, "thank goodness, someone intelligent,
lets start with a trace route."


I've sometimes had similar, human-scale responses when I let the 
support tech know my experience level.


On those occasions when that's not the case, I usually say -- for the 
benefit of anyone listening to a recorded version of the call -- 
something like, "It's clear to me that you are not able to solve my 
problem. Please escalate my call to someone who can." The tech (in 
sane firms) will get a pass because the escalation occurs specifically 
at the customer's request.


--
Paul Heinlein
heinl...@madboa.com
45°22'48" N, 122°35'36" W

Re: [PLUG] Off topic but not sure who to ask

[Michael Ewan]

I had to call Comcast once about a connection problem.  They started with
the script, I interrupted and said I was a Senior Systems Programmer at
Intel Corporation, please just tell me what you want me to test and I will
do that.  The response was great, "thank goodness, someone intelligent,
lets start with a trace route."


On Wed, Sep 21, 2022 at 9:22 PM Ben Koenig 
wrote:

> Scripted tech support strikes again.
>
> https://xkcd.com/806/
>
> -Ben
> Sent from ProtonMail mobile
>
>  Original Message 
> On Sep 21, 2022, 5:35 PM, Chuck Hast wrote:
>
> > UPDATE. Google finally relented and told my wife that they were going to
> send the device to her home address. Now we are just awaiting the RMA info
> page to answer any other questions they may have. I guess someone finally
> READ the data and realized that her address was in the USA. Again thank you
> for all of the recommendations. On Wed, Sep 21, 2022 at 9:53 AM Chuck Hast
> wrote: > I want to thank all of you for your information, each was a >
> nugget to be mined... One thing that I had not thought about > was the FCC.
> A good friend of mine had an issue quite similar > to this with another
> carrier, they were giving him the same > run around. He got fed up, being a
> lawyer he looked at the > options saw that a call to the FCC might take
> care of it, sure > enough he made his call gave this information, next day
> he > got a call from someone very high up in the carriers org asking > how
> that the issue could be resolved, he told the fellow what > he was trying
> to get done and it was taken care of in minutes. > So that maybe the route
> I will take. > > Daniel, regarding having to use guile to deal with these
> people > remember my wife has been paying her Fi account every month > she
> has been paying her monthly bill for the phone purchase > every month, and
> she has been paying phone insurance every > month. For them to say they
> cannot send the phone to her > USA address because it is out of the country
> is not only outrageous > but denying her the legal and proper use of the
> service she is > paying for. That is I believe in some circles called theft
> or theft > of services. Under that situation, you do what you have to
> withing > the bounds of decency to recover your lost property. > > I do not
> like to lie but I do not like to have things stolen from > me. > > -- Chuck
> Hast -- KP4DJT -- I can do all things through Christ which strengtheneth
> me. Ph 4:13 KJV Todo lo puedo en Cristo que me fortalece. Fil 4:13 RVR1960

Re: [PLUG] Off topic but not sure who to ask

[Ben Koenig]

Scripted tech support strikes again.

https://xkcd.com/806/

-Ben
Sent from ProtonMail mobile

 Original Message 
On Sep 21, 2022, 5:35 PM, Chuck Hast wrote:

> UPDATE. Google finally relented and told my wife that they were going to send 
> the device to her home address. Now we are just awaiting the RMA info page to 
> answer any other questions they may have. I guess someone finally READ the 
> data and realized that her address was in the USA. Again thank you for all of 
> the recommendations. On Wed, Sep 21, 2022 at 9:53 AM Chuck Hast  wrote: > I 
> want to thank all of you for your information, each was a > nugget to be 
> mined... One thing that I had not thought about > was the FCC. A good friend 
> of mine had an issue quite similar > to this with another carrier, they were 
> giving him the same > run around. He got fed up, being a lawyer he looked at 
> the > options saw that a call to the FCC might take care of it, sure > enough 
> he made his call gave this information, next day he > got a call from someone 
> very high up in the carriers org asking > how that the issue could be 
> resolved, he told the fellow what > he was trying to get done and it was 
> taken care of in minutes. > So that maybe the route I will take. > > Daniel, 
> regarding having to use guile to deal with these people > remember my wife 
> has been paying her Fi account every month > she has been paying her monthly 
> bill for the phone purchase > every month, and she has been paying phone 
> insurance every > month. For them to say they cannot send the phone to her > 
> USA address because it is out of the country is not only outrageous > but 
> denying her the legal and proper use of the service she is > paying for. That 
> is I believe in some circles called theft or theft > of services. Under that 
> situation, you do what you have to withing > the bounds of decency to recover 
> your lost property. > > I do not like to lie but I do not like to have things 
> stolen from > me. > > -- Chuck Hast -- KP4DJT -- I can do all things through 
> Christ which strengtheneth me. Ph 4:13 KJV Todo lo puedo en Cristo que me 
> fortalece. Fil 4:13 RVR1960

Re: [PLUG] Off topic but not sure who to ask

[Chuck Hast]

UPDATE.
Google finally relented and told my wife that they were
going to send the device to her home address. Now we
are just awaiting the RMA info page to answer any other
questions they may have. I guess someone finally READ
the data and realized that her address was in the USA.

Again thank you for all of the recommendations.

On Wed, Sep 21, 2022 at 9:53 AM Chuck Hast  wrote:

> I want to thank all of you for your information, each was a
> nugget to be mined... One thing that I had not thought about
> was the FCC. A good friend of mine had an issue quite similar
> to this with another carrier, they were giving him the same
> run around. He got fed up, being a lawyer he looked at the
> options saw that a call to the FCC might take care of it, sure
> enough he made his call gave this information, next day he
> got a call from someone very high up in the carriers org asking
> how that the issue could be resolved, he told the fellow what
> he was trying to get done and it was taken care of in minutes.
> So that maybe the route I will take.
>
> Daniel, regarding having to use guile to deal with these people
> remember my wife has been paying her Fi account every month
> she has been paying her monthly bill for the phone purchase
> every month, and she has been paying phone insurance every
> month. For them to say they cannot send the phone to her
> USA address because it is out of the country is not only outrageous
> but denying her the legal and proper use of the service she is
> paying for. That is I believe in some circles called theft or theft
> of services. Under that situation, you do what you have to withing
> the bounds of decency to recover your lost property.
>
> I do not like to lie but I do not like to have things stolen from
> me.
>
>

-- 

Chuck Hast  -- KP4DJT --
I can do all things through Christ which strengtheneth me.
Ph 4:13 KJV
Todo lo puedo en Cristo que me fortalece.
Fil 4:13 RVR1960

Re: [PLUG] Off topic but not sure who to ask

[Daniel Ortiz]

Sir,
You don't have to read my email, but if you do know that I am a young man,
less experienced with life than the others. However please consider what I
say without being offended. I have no experience to what you or your wife
have experienced if not still currently experiencing or know of anyone
close that has. Lying may seem like a good answer when there appears to not
be any valid actions to take, but is it really? Should lying be done when
valid actions don't appear to be there or because people don't treat us the
right way? Some people think the answer is yes. My opinion is that it would
no as far as reasonably possible (and sometimes maybe unreasonably though
that's a conflict between the ideal and practice). Of course, an person not
involved in the situation can say that easily because they don't have to
put it into practice. In the future, I may encounter such situations, and
that will show whether I believe this or not. It would be easier if I gave
you a solution that will resolve your situation, but I don't have any
currently. Here is what I can suggest. The first suggestion assumes you are
a Christian. If not, you can skip it. Also, you may have already done
these. You can pray about and ask for God's intervention, power, and wisdom
as well as for the people in this situation to be more understanding and
helpful as well as for them in general all according to God's will as far
as possible. Another thing is to if already explained to explain again
everything they need to understand. The last suggestion is to see if
something illegal has been done and use that to your advantage.
From, Daniel Ortiz

On Wed, Sep 21, 2022 at 2:18 AM Tomas Kuchta 
wrote:

> On Wed, Sep 21, 2022, 02:04 wes  wrote:
>
> > they don't care in the slightest. they're just following a script.
> >
> > if it was me, I would troll them a little. "I had to break the law to get
> > my phone fixed because you wouldn't help me." but that's probably farther
> > than most would want to go.
> > .
>
>
> Bureaucratic monsters do not care. They all just follow the script or loose
> job for disturbing thought-less existence of said monster.
>
> I have a feeling that everyone at the G corp. wants to be invisible right
> now.
>
> If you tell them that you got $3k flight ticket or cycled all the way from
> CR to be able to call them from the state side - they will probably
> recognize each other for sticking to their procedures. After all, they made
> you to follow their rules, despite all the difficulty.
>
>  Don't get me started about corporate IT .
>
> >
>

Re: [PLUG] Off topic but not sure who to ask

[Tomas Kuchta]

On Wed, Sep 21, 2022, 02:04 wes  wrote:

> they don't care in the slightest. they're just following a script.
>
> if it was me, I would troll them a little. "I had to break the law to get
> my phone fixed because you wouldn't help me." but that's probably farther
> than most would want to go.
> .


Bureaucratic monsters do not care. They all just follow the script or loose
job for disturbing thought-less existence of said monster.

I have a feeling that everyone at the G corp. wants to be invisible right
now.

If you tell them that you got $3k flight ticket or cycled all the way from
CR to be able to call them from the state side - they will probably
recognize each other for sticking to their procedures. After all, they made
you to follow their rules, despite all the difficulty.

 Don't get me started about corporate IT .

>

Re: [PLUG] Off topic but not sure who to ask

[wes]

they don't care in the slightest. they're just following a script.

if it was me, I would troll them a little. "I had to break the law to get
my phone fixed because you wouldn't help me." but that's probably farther
than most would want to go.

-wes

On Tue, Sep 20, 2022 at 7:31 PM Chuck Hast  wrote:

> I wonder how much of this they keep. She has already
> tried to explain that as executor she cannot leave the
> country until the job is done. I had thought about doing
> that but wonder if someone would then challenge based
> on her previous statements.
>
>
> On Tue, Sep 20, 2022 at 8:57 PM wes  wrote:
>
> > On Tue, Sep 20, 2022 at 6:27 PM Chuck Hast  wrote:
> >
> > > Folks,
> > > This does not have anything to do with Linux but I figure
> > > that if there are folks who may know how to deal with
> > > this one it will be here.
> > > Both my wife and I have Google Fi as our cell service.
> > > It has worked well for us up until now.
> > > She is presently in Costa Rica as the executor of her
> > > dad's estate. He passed on in January this year.
> > > She cannot leave the country until the job of the
> > > executorship has been taken care of, the judge has
> > > even ordered her imigration data to see if she has
> > > left the country for any amount of time.
> > >
> > >
> > > She has a Pixel 5a 5g. The mother board died on it
> > > she shipped it back to me so I could get it taken care
> > > of. I called Google as it is under warranty and she
> > > has also been paying insurance for it.
> > >
> > > After much ado about confirming who she is we finally
> > > got all of that straight last Saturday. The CSR got all
> > > of the information and told her that they were going to
> > > email her a RMA form to fill out. She never got it.
> > > On investigating we got the following email from them.
> > >
> > > Hi Iliana,
> > >
> > > Thank you for contacting Google Fi support!
> > >
> > > I see that you are looking for an email with RMA details for the
> > > replacement device. I have checked the details with the device IMEI:
> > > **0980 and see that the replacement has not been processed yet.
> > As
> > > you are outside the US, even though we process the RMA, you will not be
> > > able to order the replacement device. Hence, we request you to contact
> us
> > > again once you are back in the US, we will help you with the
> replacement.
> > >
> > > If you have any further questions, feel free to reply to this email or
> > > contact us over Chat
> > > <
> > >
> >
> https://support.google.com/fi/contact/chat_fi_tech_support?hl=en=escalationflow.chat=1_id=63794134029407-4011495741=1
> > > >
> > > (click
> > > on this link, enter your details and click on submit to initiate a chat
> > > request) or Phone (1-844-Talk2Fi) available with a limited team.
> > >
> > > We're here to support 24/7!
> > > She sent an email explaining that she was there dealing
> > > with the death of her father and that she was not able to
> > > leave the country until the executorship had been taken
> > > care of.
> > >
> > > She got about the same reply on that they were sorry about
> > > her loss.
> > >
> > > She has pointed them to her purchase history on Google
> > > Store and the fact that her home address is still here in
> > > the USA and it is the same address that the used to ship
> > > the phones and other items too.
> > >
> > > I am trying to sort this out, I have tried to find other ways
> > > to contact someone above these call centers in the Philippines
> > > and India, but to no avail. They cannot seem to understand
> > > that they are not sending the device out of the country
> > > just to her home address.
> > >
> > > Sorry to make this so long but a lot of you have to deal with
> > > some of these big tech folks and hope someone can give
> > > me somewhere to aim.
> > >
> > >
> > I do this sort of thing all the time. I do not think there will be an
> > honest way to resolve this. I would just start a chat with them and say
> "my
> > name is Iliana and I'm back at home now, please send the RMA." they'll
> send
> > it to you, you'll ship the phone, they'll ship it back to you, you'll
> ship
> > it back to costa rica. problem solved.
> >
> > or, Iliana can start the chat herself and make the same claim.
> >
> > if neither of you is willing to go this route, the next thing to try
> would
> > be to call in, and just ask for a supervisor. tell them there's a dispute
> > about the RMA situation or something, but don't give specifics, as they
> > will just insist on giving you the same answer. this is not likely to
> work
> > but is your best bet.
> >
> > -wes
> >
>
>
> --
>
> Chuck Hast  -- KP4DJT --
> I can do all things through Christ which strengtheneth me.
> Ph 4:13 KJV
> Todo lo puedo en Cristo que me fortalece.
> Fil 4:13 RVR1960
>

Re: [PLUG] Off topic but not sure who to ask

[Chuck Hast]

I just discussed this also with a friend who does CSR for AWS. He told
me the same thing as Wes, so we are going to go that route.

Hecha la ley, hecha la trampa...


On Tue, Sep 20, 2022 at 9:40 PM Bill Barry  wrote:

> On Tue, Sep 20, 2022 at 9:31 PM Chuck Hast  wrote:
>
> > I wonder how much of this they keep. She has already
> > tried to explain that as executor she cannot leave the
> > country until the job is done. I had thought about doing
> > that but wonder if someone would then challenge based
> > on her previous statements.
> >
> >
> > On Tue, Sep 20, 2022 at 8:57 PM wes  wrote:
> >
> > > On Tue, Sep 20, 2022 at 6:27 PM Chuck Hast  wrote:
> > >
> > > > Folks,
> > > > This does not have anything to do with Linux but I figure
> > > > that if there are folks who may know how to deal with
> > > > this one it will be here.
> > > > Both my wife and I have Google Fi as our cell service.
> > > > It has worked well for us up until now.
> > > > She is presently in Costa Rica as the executor of her
> > > > dad's estate. He passed on in January this year.
> > > > She cannot leave the country until the job of the
> > > > executorship has been taken care of, the judge has
> > > > even ordered her imigration data to see if she has
> > > > left the country for any amount of time.
> > > >
> > > >
> > > > She has a Pixel 5a 5g. The mother board died on it
> > > > she shipped it back to me so I could get it taken care
> > > > of. I called Google as it is under warranty and she
> > > > has also been paying insurance for it.
> > > >
> > > > After much ado about confirming who she is we finally
> > > > got all of that straight last Saturday. The CSR got all
> > > > of the information and told her that they were going to
> > > > email her a RMA form to fill out. She never got it.
> > > > On investigating we got the following email from them.
> > > >
> > > > Hi Iliana,
> > > >
> > > > Thank you for contacting Google Fi support!
> > > >
> > > > I see that you are looking for an email with RMA details for the
> > > > replacement device. I have checked the details with the device IMEI:
> > > > **0980 and see that the replacement has not been processed
> yet.
> > > As
> > > > you are outside the US, even though we process the RMA, you will not
> be
> > > > able to order the replacement device. Hence, we request you to
> contact
> > us
> > > > again once you are back in the US, we will help you with the
> > replacement.
> > > >
> > > > If you have any further questions, feel free to reply to this email
> or
> > > > contact us over Chat
> > > > <
> > > >
> > >
> >
> https://support.google.com/fi/contact/chat_fi_tech_support?hl=en=escalationflow.chat=1_id=63794134029407-4011495741=1
> > > > >
> > > > (click
> > > > on this link, enter your details and click on submit to initiate a
> chat
> > > > request) or Phone (1-844-Talk2Fi) available with a limited team.
> > > >
> > > > We're here to support 24/7!
> > > > She sent an email explaining that she was there dealing
> > > > with the death of her father and that she was not able to
> > > > leave the country until the executorship had been taken
> > > > care of.
> > > >
> > > > She got about the same reply on that they were sorry about
> > > > her loss.
> > > >
> > > > She has pointed them to her purchase history on Google
> > > > Store and the fact that her home address is still here in
> > > > the USA and it is the same address that the used to ship
> > > > the phones and other items too.
> > > >
> > > > I am trying to sort this out, I have tried to find other ways
> > > > to contact someone above these call centers in the Philippines
> > > > and India, but to no avail. They cannot seem to understand
> > > > that they are not sending the device out of the country
> > > > just to her home address.
> > > >
> > > > Sorry to make this so long but a lot of you have to deal with
> > > > some of these big tech folks and hope someone can give
> > > > me somewhere to aim.
> > > >
> > > >
> > > I do this sort of thing all the time. I do not think there will be an
> > > honest way to resolve this. I would just start a chat with them and say
> > "my
> > > name is Iliana and I'm back at home now, please send the RMA." they'll
> > send
> > > it to you, you'll ship the phone, they'll ship it back to you, you'll
> > ship
> > > it back to costa rica. problem solved.
> > >
> > > or, Iliana can start the chat herself and make the same claim.
> > >
> > > if neither of you is willing to go this route, the next thing to try
> > would
> > > be to call in, and just ask for a supervisor. tell them there's a
> dispute
> > > about the RMA situation or something, but don't give specifics, as they
> > > will just insist on giving you the same answer. this is not likely to
> > work
> > > but is your best bet.
> > >
> > > -wes
> > >
> >
> >
> > --
> >
> > Chuck Hast  -- KP4DJT --
> > I can do all things through Christ which strengtheneth me.
> > Ph 4:13 KJV
> > Todo lo puedo en Cristo que me 

Re: [PLUG] Off topic but not sure who to ask

[Bill Barry]

On Tue, Sep 20, 2022 at 9:31 PM Chuck Hast  wrote:

> I wonder how much of this they keep. She has already
> tried to explain that as executor she cannot leave the
> country until the job is done. I had thought about doing
> that but wonder if someone would then challenge based
> on her previous statements.
>
>
> On Tue, Sep 20, 2022 at 8:57 PM wes  wrote:
>
> > On Tue, Sep 20, 2022 at 6:27 PM Chuck Hast  wrote:
> >
> > > Folks,
> > > This does not have anything to do with Linux but I figure
> > > that if there are folks who may know how to deal with
> > > this one it will be here.
> > > Both my wife and I have Google Fi as our cell service.
> > > It has worked well for us up until now.
> > > She is presently in Costa Rica as the executor of her
> > > dad's estate. He passed on in January this year.
> > > She cannot leave the country until the job of the
> > > executorship has been taken care of, the judge has
> > > even ordered her imigration data to see if she has
> > > left the country for any amount of time.
> > >
> > >
> > > She has a Pixel 5a 5g. The mother board died on it
> > > she shipped it back to me so I could get it taken care
> > > of. I called Google as it is under warranty and she
> > > has also been paying insurance for it.
> > >
> > > After much ado about confirming who she is we finally
> > > got all of that straight last Saturday. The CSR got all
> > > of the information and told her that they were going to
> > > email her a RMA form to fill out. She never got it.
> > > On investigating we got the following email from them.
> > >
> > > Hi Iliana,
> > >
> > > Thank you for contacting Google Fi support!
> > >
> > > I see that you are looking for an email with RMA details for the
> > > replacement device. I have checked the details with the device IMEI:
> > > **0980 and see that the replacement has not been processed yet.
> > As
> > > you are outside the US, even though we process the RMA, you will not be
> > > able to order the replacement device. Hence, we request you to contact
> us
> > > again once you are back in the US, we will help you with the
> replacement.
> > >
> > > If you have any further questions, feel free to reply to this email or
> > > contact us over Chat
> > > <
> > >
> >
> https://support.google.com/fi/contact/chat_fi_tech_support?hl=en=escalationflow.chat=1_id=63794134029407-4011495741=1
> > > >
> > > (click
> > > on this link, enter your details and click on submit to initiate a chat
> > > request) or Phone (1-844-Talk2Fi) available with a limited team.
> > >
> > > We're here to support 24/7!
> > > She sent an email explaining that she was there dealing
> > > with the death of her father and that she was not able to
> > > leave the country until the executorship had been taken
> > > care of.
> > >
> > > She got about the same reply on that they were sorry about
> > > her loss.
> > >
> > > She has pointed them to her purchase history on Google
> > > Store and the fact that her home address is still here in
> > > the USA and it is the same address that the used to ship
> > > the phones and other items too.
> > >
> > > I am trying to sort this out, I have tried to find other ways
> > > to contact someone above these call centers in the Philippines
> > > and India, but to no avail. They cannot seem to understand
> > > that they are not sending the device out of the country
> > > just to her home address.
> > >
> > > Sorry to make this so long but a lot of you have to deal with
> > > some of these big tech folks and hope someone can give
> > > me somewhere to aim.
> > >
> > >
> > I do this sort of thing all the time. I do not think there will be an
> > honest way to resolve this. I would just start a chat with them and say
> "my
> > name is Iliana and I'm back at home now, please send the RMA." they'll
> send
> > it to you, you'll ship the phone, they'll ship it back to you, you'll
> ship
> > it back to costa rica. problem solved.
> >
> > or, Iliana can start the chat herself and make the same claim.
> >
> > if neither of you is willing to go this route, the next thing to try
> would
> > be to call in, and just ask for a supervisor. tell them there's a dispute
> > about the RMA situation or something, but don't give specifics, as they
> > will just insist on giving you the same answer. this is not likely to
> work
> > but is your best bet.
> >
> > -wes
> >
>
>
> --
>
> Chuck Hast  -- KP4DJT --
> I can do all things through Christ which strengtheneth me.
> Ph 4:13 KJV
> Todo lo puedo en Cristo que me fortalece.
> Fil 4:13 RVR1960
>

Or just send her some cheap replacement phone and resolve everything when
she gets back. There are plenty of cheap phones that work with Fi and it is
easy to set one up.

Bill

Re: [PLUG] Off topic but not sure who to ask

[Chuck Hast]

I wonder how much of this they keep. She has already
tried to explain that as executor she cannot leave the
country until the job is done. I had thought about doing
that but wonder if someone would then challenge based
on her previous statements.


On Tue, Sep 20, 2022 at 8:57 PM wes  wrote:

> On Tue, Sep 20, 2022 at 6:27 PM Chuck Hast  wrote:
>
> > Folks,
> > This does not have anything to do with Linux but I figure
> > that if there are folks who may know how to deal with
> > this one it will be here.
> > Both my wife and I have Google Fi as our cell service.
> > It has worked well for us up until now.
> > She is presently in Costa Rica as the executor of her
> > dad's estate. He passed on in January this year.
> > She cannot leave the country until the job of the
> > executorship has been taken care of, the judge has
> > even ordered her imigration data to see if she has
> > left the country for any amount of time.
> >
> >
> > She has a Pixel 5a 5g. The mother board died on it
> > she shipped it back to me so I could get it taken care
> > of. I called Google as it is under warranty and she
> > has also been paying insurance for it.
> >
> > After much ado about confirming who she is we finally
> > got all of that straight last Saturday. The CSR got all
> > of the information and told her that they were going to
> > email her a RMA form to fill out. She never got it.
> > On investigating we got the following email from them.
> >
> > Hi Iliana,
> >
> > Thank you for contacting Google Fi support!
> >
> > I see that you are looking for an email with RMA details for the
> > replacement device. I have checked the details with the device IMEI:
> > **0980 and see that the replacement has not been processed yet.
> As
> > you are outside the US, even though we process the RMA, you will not be
> > able to order the replacement device. Hence, we request you to contact us
> > again once you are back in the US, we will help you with the replacement.
> >
> > If you have any further questions, feel free to reply to this email or
> > contact us over Chat
> > <
> >
> https://support.google.com/fi/contact/chat_fi_tech_support?hl=en=escalationflow.chat=1_id=63794134029407-4011495741=1
> > >
> > (click
> > on this link, enter your details and click on submit to initiate a chat
> > request) or Phone (1-844-Talk2Fi) available with a limited team.
> >
> > We're here to support 24/7!
> > She sent an email explaining that she was there dealing
> > with the death of her father and that she was not able to
> > leave the country until the executorship had been taken
> > care of.
> >
> > She got about the same reply on that they were sorry about
> > her loss.
> >
> > She has pointed them to her purchase history on Google
> > Store and the fact that her home address is still here in
> > the USA and it is the same address that the used to ship
> > the phones and other items too.
> >
> > I am trying to sort this out, I have tried to find other ways
> > to contact someone above these call centers in the Philippines
> > and India, but to no avail. They cannot seem to understand
> > that they are not sending the device out of the country
> > just to her home address.
> >
> > Sorry to make this so long but a lot of you have to deal with
> > some of these big tech folks and hope someone can give
> > me somewhere to aim.
> >
> >
> I do this sort of thing all the time. I do not think there will be an
> honest way to resolve this. I would just start a chat with them and say "my
> name is Iliana and I'm back at home now, please send the RMA." they'll send
> it to you, you'll ship the phone, they'll ship it back to you, you'll ship
> it back to costa rica. problem solved.
>
> or, Iliana can start the chat herself and make the same claim.
>
> if neither of you is willing to go this route, the next thing to try would
> be to call in, and just ask for a supervisor. tell them there's a dispute
> about the RMA situation or something, but don't give specifics, as they
> will just insist on giving you the same answer. this is not likely to work
> but is your best bet.
>
> -wes
>


-- 

Chuck Hast  -- KP4DJT --
I can do all things through Christ which strengtheneth me.
Ph 4:13 KJV
Todo lo puedo en Cristo que me fortalece.
Fil 4:13 RVR1960

Re: [PLUG] Off topic but not sure who to ask

[TomasK]

I understand that you are caring and sharing - but, why are you telling them all
that. Focus on the phone - tell them what they want to hear and get it done.

Take my advice, my country men invented bureaucracy, read Kafka and comply.
just my 2c, Tomas

On Tue, 2022-09-20 at 20:27 -0500, Chuck Hast wrote:
> Folks,
> This does not have anything to do with Linux but I figure
> that if there are folks who may know how to deal with
> this one it will be here.
> Both my wife and I have Google Fi as our cell service.
> It has worked well for us up until now.
> She is presently in Costa Rica as the executor of her
> dad's estate. He passed on in January this year.
> She cannot leave the country until the job of the
> executorship has been taken care of, the judge has
> even ordered her imigration data to see if she has
> left the country for any amount of time.
> 
> 
> She has a Pixel 5a 5g. The mother board died on it
> she shipped it back to me so I could get it taken care
> of. I called Google as it is under warranty and she
> has also been paying insurance for it.
> 
> After much ado about confirming who she is we finally
> got all of that straight last Saturday. The CSR got all
> of the information and told her that they were going to
> email her a RMA form to fill out. She never got it.
> On investigating we got the following email from them.
> 
> Hi Iliana,
> 
> Thank you for contacting Google Fi support!
> 
> I see that you are looking for an email with RMA details for the
> replacement device. I have checked the details with the device IMEI:
> **0980 and see that the replacement has not been processed yet. As
> you are outside the US, even though we process the RMA, you will not be
> able to order the replacement device. Hence, we request you to contact us
> again once you are back in the US, we will help you with the replacement.
> 
> If you have any further questions, feel free to reply to this email or
> contact us over Chat
>  tionflow.chat=1_id=63794134029407-4011495741=1>
> (click
> on this link, enter your details and click on submit to initiate a chat
> request) or Phone (1-844-Talk2Fi) available with a limited team.
> 
> We're here to support 24/7!
> She sent an email explaining that she was there dealing
> with the death of her father and that she was not able to
> leave the country until the executorship had been taken
> care of.
> 
> She got about the same reply on that they were sorry about
> her loss.
> 
> She has pointed them to her purchase history on Google
> Store and the fact that her home address is still here in
> the USA and it is the same address that the used to ship
> the phones and other items too.
> 
> I am trying to sort this out, I have tried to find other ways
> to contact someone above these call centers in the Philippines
> and India, but to no avail. They cannot seem to understand
> that they are not sending the device out of the country
> just to her home address.
> 
> Sorry to make this so long but a lot of you have to deal with
> some of these big tech folks and hope someone can give
> me somewhere to aim.
> 
> 
> 

Re: [PLUG] Off topic but not sure who to ask

[wes]

On Tue, Sep 20, 2022 at 6:27 PM Chuck Hast  wrote:

> Folks,
> This does not have anything to do with Linux but I figure
> that if there are folks who may know how to deal with
> this one it will be here.
> Both my wife and I have Google Fi as our cell service.
> It has worked well for us up until now.
> She is presently in Costa Rica as the executor of her
> dad's estate. He passed on in January this year.
> She cannot leave the country until the job of the
> executorship has been taken care of, the judge has
> even ordered her imigration data to see if she has
> left the country for any amount of time.
>
>
> She has a Pixel 5a 5g. The mother board died on it
> she shipped it back to me so I could get it taken care
> of. I called Google as it is under warranty and she
> has also been paying insurance for it.
>
> After much ado about confirming who she is we finally
> got all of that straight last Saturday. The CSR got all
> of the information and told her that they were going to
> email her a RMA form to fill out. She never got it.
> On investigating we got the following email from them.
>
> Hi Iliana,
>
> Thank you for contacting Google Fi support!
>
> I see that you are looking for an email with RMA details for the
> replacement device. I have checked the details with the device IMEI:
> **0980 and see that the replacement has not been processed yet. As
> you are outside the US, even though we process the RMA, you will not be
> able to order the replacement device. Hence, we request you to contact us
> again once you are back in the US, we will help you with the replacement.
>
> If you have any further questions, feel free to reply to this email or
> contact us over Chat
> <
> https://support.google.com/fi/contact/chat_fi_tech_support?hl=en=escalationflow.chat=1_id=63794134029407-4011495741=1
> >
> (click
> on this link, enter your details and click on submit to initiate a chat
> request) or Phone (1-844-Talk2Fi) available with a limited team.
>
> We're here to support 24/7!
> She sent an email explaining that she was there dealing
> with the death of her father and that she was not able to
> leave the country until the executorship had been taken
> care of.
>
> She got about the same reply on that they were sorry about
> her loss.
>
> She has pointed them to her purchase history on Google
> Store and the fact that her home address is still here in
> the USA and it is the same address that the used to ship
> the phones and other items too.
>
> I am trying to sort this out, I have tried to find other ways
> to contact someone above these call centers in the Philippines
> and India, but to no avail. They cannot seem to understand
> that they are not sending the device out of the country
> just to her home address.
>
> Sorry to make this so long but a lot of you have to deal with
> some of these big tech folks and hope someone can give
> me somewhere to aim.
>
>
I do this sort of thing all the time. I do not think there will be an
honest way to resolve this. I would just start a chat with them and say "my
name is Iliana and I'm back at home now, please send the RMA." they'll send
it to you, you'll ship the phone, they'll ship it back to you, you'll ship
it back to costa rica. problem solved.

or, Iliana can start the chat herself and make the same claim.

if neither of you is willing to go this route, the next thing to try would
be to call in, and just ask for a supervisor. tell them there's a dispute
about the RMA situation or something, but don't give specifics, as they
will just insist on giving you the same answer. this is not likely to work
but is your best bet.

-wes

Re: [PLUG] Off topic but not sure who to ask

[Jason Barnett]

Just have her contact them via email and say "OK, I'm back in the US,
please send me my replacement phone at my registered address.". She should
not say anything about not being in the US.

On Tue, Sep 20, 2022 at 6:27 PM Chuck Hast  wrote:

> Folks,
> This does not have anything to do with Linux but I figure
> that if there are folks who may know how to deal with
> this one it will be here.
> Both my wife and I have Google Fi as our cell service.
> It has worked well for us up until now.
> She is presently in Costa Rica as the executor of her
> dad's estate. He passed on in January this year.
> She cannot leave the country until the job of the
> executorship has been taken care of, the judge has
> even ordered her imigration data to see if she has
> left the country for any amount of time.
>
>
> She has a Pixel 5a 5g. The mother board died on it
> she shipped it back to me so I could get it taken care
> of. I called Google as it is under warranty and she
> has also been paying insurance for it.
>
> After much ado about confirming who she is we finally
> got all of that straight last Saturday. The CSR got all
> of the information and told her that they were going to
> email her a RMA form to fill out. She never got it.
> On investigating we got the following email from them.
>
> Hi Iliana,
>
> Thank you for contacting Google Fi support!
>
> I see that you are looking for an email with RMA details for the
> replacement device. I have checked the details with the device IMEI:
> **0980 and see that the replacement has not been processed yet. As
> you are outside the US, even though we process the RMA, you will not be
> able to order the replacement device. Hence, we request you to contact us
> again once you are back in the US, we will help you with the replacement.
>
> If you have any further questions, feel free to reply to this email or
> contact us over Chat
> <
> https://support.google.com/fi/contact/chat_fi_tech_support?hl=en=escalationflow.chat=1_id=63794134029407-4011495741=1
> >
> (click
> on this link, enter your details and click on submit to initiate a chat
> request) or Phone (1-844-Talk2Fi) available with a limited team.
>
> We're here to support 24/7!
> She sent an email explaining that she was there dealing
> with the death of her father and that she was not able to
> leave the country until the executorship had been taken
> care of.
>
> She got about the same reply on that they were sorry about
> her loss.
>
> She has pointed them to her purchase history on Google
> Store and the fact that her home address is still here in
> the USA and it is the same address that the used to ship
> the phones and other items too.
>
> I am trying to sort this out, I have tried to find other ways
> to contact someone above these call centers in the Philippines
> and India, but to no avail. They cannot seem to understand
> that they are not sending the device out of the country
> just to her home address.
>
> Sorry to make this so long but a lot of you have to deal with
> some of these big tech folks and hope someone can give
> me somewhere to aim.
>
>
>
> --
>
> Chuck Hast  -- KP4DJT --
> I can do all things through Christ which strengtheneth me.
> Ph 4:13 KJV
> Todo lo puedo en Cristo que me fortalece.
> Fil 4:13 RVR1960
>

[PLUG] Off topic but not sure who to ask

[Chuck Hast]

Folks,
This does not have anything to do with Linux but I figure
that if there are folks who may know how to deal with
this one it will be here.
Both my wife and I have Google Fi as our cell service.
It has worked well for us up until now.
She is presently in Costa Rica as the executor of her
dad's estate. He passed on in January this year.
She cannot leave the country until the job of the
executorship has been taken care of, the judge has
even ordered her imigration data to see if she has
left the country for any amount of time.


She has a Pixel 5a 5g. The mother board died on it
she shipped it back to me so I could get it taken care
of. I called Google as it is under warranty and she
has also been paying insurance for it.

After much ado about confirming who she is we finally
got all of that straight last Saturday. The CSR got all
of the information and told her that they were going to
email her a RMA form to fill out. She never got it.
On investigating we got the following email from them.

Hi Iliana,

Thank you for contacting Google Fi support!

I see that you are looking for an email with RMA details for the
replacement device. I have checked the details with the device IMEI:
**0980 and see that the replacement has not been processed yet. As
you are outside the US, even though we process the RMA, you will not be
able to order the replacement device. Hence, we request you to contact us
again once you are back in the US, we will help you with the replacement.

If you have any further questions, feel free to reply to this email or
contact us over Chat

(click
on this link, enter your details and click on submit to initiate a chat
request) or Phone (1-844-Talk2Fi) available with a limited team.

We're here to support 24/7!
She sent an email explaining that she was there dealing
with the death of her father and that she was not able to
leave the country until the executorship had been taken
care of.

She got about the same reply on that they were sorry about
her loss.

She has pointed them to her purchase history on Google
Store and the fact that her home address is still here in
the USA and it is the same address that the used to ship
the phones and other items too.

I am trying to sort this out, I have tried to find other ways
to contact someone above these call centers in the Philippines
and India, but to no avail. They cannot seem to understand
that they are not sending the device out of the country
just to her home address.

Sorry to make this so long but a lot of you have to deal with
some of these big tech folks and hope someone can give
me somewhere to aim.



-- 

Chuck Hast  -- KP4DJT --
I can do all things through Christ which strengtheneth me.
Ph 4:13 KJV
Todo lo puedo en Cristo que me fortalece.
Fil 4:13 RVR1960