Google Fi or Google Pixel 2 Refurb Possible Security Vulnerability

I have generally liked Google Fi until now, but their support has to be the worst I have seen. They ONLY provide chat support, no phone support. Their chat support people have no access to your account to actually figure things out. They have no procedures for escalating security issues. You can read my conversation below, it’s painful.
The issue: I sent a colleague a text in English and the colleague received a Chinese text. It appears to me that somewhere in the chain (my phone – my phone service -> recipient phone service -> recipient phone) there is some sort of malware.
Google Support
Priyanka
3:56 PM
Thanks for contacting Google Support. My name is Priyanka.
Priyanka
3:57 PM
Hi Joel!
Priyanka
3:57 PM
In case you need to refer to this chat interaction in the future, please take note of the following ID XXXXXXX.
Joel Gross
3:57 PM
hi
Priyanka
3:57 PM
I see that you are contacting us with regards to the text that you sent.
Joel Gross
3:57 PM
yes
Priyanka
3:58 PM
Not to worry, I will help you.
Priyanka
3:58 PM
Allow me 2-3 minutes while I look into this for you.
Priyanka
3:59 PM
I appreciate your time and patience.
Joel Gross
3:59 PM
ok
Priyanka
4:00 PM
Let’s try a few troubleshooting steps to fix this issue.
Priyanka
4:00 PM
Please clear the cache:

Go to device settings > apps and notifications > See all apps > Message app > Tap on storage > Tap on clear storage and clear caches.

Joel Gross
4:00 PM
i am a programmer
Joel Gross
4:00 PM
you are on the wrong track
Joel Gross
4:01 PM
either my phone has been hacked, google fi has been hacked, the recipient’s phone has been hacked or the recipient’s service has been hacked
Joel Gross
4:01 PM
i want to know what you see as the text Google fi received in that phone conversation
Joel Gross
4:01 PM
it was with phone number 1-XXX-XXX-XXXX
Joel Gross
4:01 PM
please look at the actual recent texts there
Joel Gross
4:02 PM
does your screen show them all in English or was one of the recent texts sent by me in Chinese?
Joel Gross
4:02 PM
the recipient sent the chinese version back
Priyanka
4:02 PM
Joel, we will not be able to look at the texts.
Joel Gross
4:02 PM
also important to note is i have a google pixel 2 phone that is newly received from google.
Joel Gross
4:03 PM
its a remanufactured phone since my last one’s display quit
Priyanka
4:03 PM
Not at all. It seems everything good from our end phone is not hacked. As Google Fi tied up with multiple networks, it just might be a network glitch.
Joel Gross
4:03 PM
please request higher level tech support
Joel Gross
4:03 PM
an actul developer
Joel Gross
4:03 PM
that’s not right either
Joel Gross
4:03 PM
please get me a developer with higher level permissions to work with
Joel Gross
4:03 PM
there is a security problem here
Priyanka
4:04 PM
Let me check this for you.
Joel Gross
4:04 PM
i use my phone to conduct business, i cannot have a phone that has been hacked
Joel Gross
4:04 PM
i need a high level tech to work with me to figure out where the hack happened
Joel Gross
4:04 PM
i think google’s 3rd party remanufacturer may be sending out compromised phones
Priyanka
4:05 PM
Joel, it is not possible to escalate to a developer.
Joel Gross
4:06 PM
escalate higher than you then please
Joel Gross
4:06 PM
someone who can see texts
Priyanka
4:07 PM
We all share the same resources.
Joel Gross
4:07 PM
I need someone who can see actual texts.
Joel Gross
4:07 PM
who can do that?
Priyanka
4:08 PM
If you wish I can transfer the case to my supervisor however, you will receive the same information as we all share the same resources.
Joel Gross
4:08 PM
ok add them
Joel Gross
4:08 PM
the 3 of us can work together
Priyanka
4:09 PM
I will assign the case and you should be receiving the email in anytime now.
Joel Gross
4:09 PM
i would like you to call me now
Priyanka
4:10 PM
As we are chat support, it isn’t possible to call.
Joel Gross
4:10 PM
Please get someone to call me now
Priyanka
4:10 PM
from*
Joel Gross
4:10 PM
preferably a supervisor
Priyanka
4:11 PM
Our supervisor will reach you through email.
Priyanka
4:12 PM
Do you have any other questions for me?
Joel Gross
4:12 PM
Yes
Joel Gross
4:12 PM
Get me someone to call me
Priyanka
4:12 PM
As of now, call support is not available, Joel.

Please understand.

Published by

Joel Gross

Joel Gross is the CEO of Coalition Technologies.

2 thoughts on “Google Fi or Google Pixel 2 Refurb Possible Security Vulnerability”

  1. No offense but you come across as incredibly arrogant and condescending. There are hundreds of other explanations other than hacking or malware that could lead to this. If I were on the support side of this, I wouldn’t want to help you out either.

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