"Poor record" is actually not my experience. Customer service with Fi and Google Store is pretty excellent. A lot of people in my network also have the same good experience.

I've been on Fi for 4 years, and it has been a very flexible, positive experience vs. the alternatives at that time. Even if they were to sunset it, I don't particularly see the risk; I would just change to another service.

Fi customer service is actually excellent. First level support is actually knowledgeable and trying to help you, as opposed to just being a wall trying to prevent you from reaching second level support. Also the wait times have never been more than 2-3 minutes for me.

Like the other comments noted, in my experience Fi support has been quite helpful and significantly better than standard Google support.