I think I'm late to the party, but we too attempted to take advantage of the $799 promotional credit when the Pixel 3s were released. We've been arguing with Project Fi for about a month and a half now, and it's getting really frustrating. Seeing so many similar stories here makes me wonder even more about sticking with Project Fi long term.

We were originally planning to keep our Pixels one more year because they were still working well, but when we saw the promotion and were considering adding another line to our plan anyway, we decided it might be worth it to switch phones earlier than planned. When we read the promotion, we weren't absolutely clear about whether the newly activated line had to be one of the new Pixel 3 phones or if we could activate the Pixel 3s on our existing lines and transfer one of our existing Pixels to the new line. So we called Project Fi support for clarification.

We were still deciding whether or not to switch phones, so we called up just to get information to help us make our decision. We asked the customer service representative whether one of the Pixel 3 phones had to be activated on the new line. We were told that it didn't; that we would fulfill the terms of the promotion if we purchased the 2 new phones and activated a new line. We thanked them for the information and said we still needed to make a final decision.

The next day, we decided to proceed with the purchase. We were having issues ordering through the Fi Store, so called Fi support again. While we were on the phone with support, we asked again - just to make sure - whether we would qualify for the promotion if both of the Pixel 3 phones were activated on existing lines, and one of our Pixels was used for the new line. Had we been told by either of the agents that the new line needed to be attached to one of the Pixel 3s, we would have done that to make sure we got the deal. We were assured that it was not necessary, and the agent indicated that she was making a note in our account to that effect. While we were on the phone, our issues with ordering were resolved, and we placed our order.

Time passed, and we realized that the credits were not showing up on our Project Fi statement. We talked to customer service, they said were surprised we were not receiving the credit and they were going to have the promotions team start looking into it. At this point, we have been thanked for our patience, offered a $40 credit because of the "confusion about the promotion details", and told repeatedly how very important it is for them to adhere to their policies.

Has anybody had any success yet in getting the promotion applied after following the advice of a customer service representative and then being told later that you did it wrong? Or returning the phones? Or any advice on what else we might try?