Down the list is their relatively cheap service for undemanding users (people who use less than a couple GB of data per month). I'm pretty sure I could just go get a better unlimited plan for slightly more (with more phone choices) tomorrow. But I wouldn't really use the extra service and so I'm happy to get the extra $100/yr or whatever I'm saving.
That being said, I've had extremely mixed support from Fi. The support is responsive, human and polite. But for issues almost exactly like this one, Fi's support staff is entirely unable to cope. In our case, Fedex had even taken a photo of the delivery (which was the wrong house). Fedex needed some kind of shipping code from google to release the photo so we could prove it's not the same house (or at least figure out who had our new phone).
Not a single person at Fi could provide the code to Fedex.
We escalated 3 times and it took about a month to resolve, but in the meanwhile we were charged for a phone we didn't receive, and the clue as to where it went was readily available.
Fi did eventually send us a new phone and everybody was terribly polite, but anybody else would have just noticed the phone hadn't been activated, and sent a new phone immediately (and if the phone were to be activated contact local PD).
It took dozens of chats, emails, calls and so on, and each time the support person on the other end would lose the script and try to resolve our issue with some non-sequitur that wasn't solving the problem.
It's not the worst customer service experience we ever had, but it was down there. The only reason we didn't pull the plug was we were about to travel outside of the U.S. and having service that just "works" was a big part of our planning.