PSA: Google is offering a one time replacement on a cracked screen/water damage. - Nexus 5 General

YMMV, but it appears as though Hammerhead devices you've purchased from Google Play Store that are cracked or ones that have suffered water damage are able to be replaced completely free. They'll put a hold on your debit/credit card, mail you a replacement and you send the old/broken/damaged one back.
Note: This is one time replacement is only available for folks who purchased their phones in the US and from the Google Play Store!
http://www.reddit.com/r/Nexus5/comments/2fbo2p/new_nexus_5_repair_policy/
http://www.androidcentral.com/google-creates-new-free-replacement-program-damaged-nexus-5-phones
http://www.androidpolice.com/2014/0...-free-under-a-new-unofficial-warranty-policy/

If only they had implemented this earlier!!!!
Sent from my Nexus 5 using XDA Free mobile app

It seems Google doesn't have any more brand new devices and are getting rid of all the refurbished ones too before the next release. Lol.
@simms22 maybe you should give Google a call and see if they'll actually replace it
ふかつどう

too bad it's only for US :/

only to US customers and only to people who bought from the PlayStore.
I will be getting one because I was working out and accidentally set a weight down on my phone inside the towel and I damaged the digitizer and smeared the color.

I am thoroughly impressed, the entire process took about seven minutes! My "new" (refurbished) phone shall be at my doorstep tomorrow! Not bad El Goog, not bad at all!
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took 1 day for my phone to come in from Texas (I'm in NJ) ...everything is looking good for my replacement

Judging buy other Google services only around 2 years till we might see this in Canada then lol

I received my refurbished n5 within 12 hours of calling. Funny how she told me 7 to 14 days. Totally free, one time etc. Thank you Google!

so i got nowhere in the chat.
Conor D 6:13 PM
Hi Alex! Thanks for getting in touch with Google. My name is Conor.
me 6:13 PM
hi conor how are you today
Conor D 6:14 PM
I understand that you heard a rumor, and want to replace your Nexus 5 correct?
I'm doing well thank you, how are you today?
me 6:14 PM
im great i did if that was possible
Conor D 6:14 PM
I'd be happy to look into this for you. May I ask what is wrong with the Nexus 5?
me 6:15 PM
cracked screen, i heard that google may be replacing these at no charge. i thought it may be to good to be true but i needed to ask...lol
Conor D 6:15 PM
Ah I see.
Unfortunately, I'm unable to issue you a warranty replacement for your device because the damage was caused by situations not covered by our warranty policy.​
any suggestions

meatwad0222 said:
so i got nowhere in the chat... any suggestions?
Click to expand...
Click to collapse
Call (855) 836-3987, if you aren't successful hang up and try again. Good luck, YMMV!

Yesterday my N5 went for a swim in the pool with me, forgot it was in my pocket. This morning I saw the postings on Google+. Called Google after I got off work. New phone is on its way. :highfive:
At it gave me a chance to update my N4.

@rootSU
This thread is a good candidate for your sticky roll up thread.

Had a crack around my Sim card slot area and I've been having battery issues so I called in for an RMA. Refurb is now on it's way! I'm just hoping for one is good condition
Sent from my Nexus 5

madquack said:
YMMV, but it appears as though Hammerhead devices you've purchased from Google Play Store that are cracked or ones that have suffered water damage are able to be replaced completely free. They'll put a hold on your debit/credit card, mail you a replacement and you send the old/broken/damaged one back.
http://www.reddit.com/r/Nexus5/comments/2fbo2p/new_nexus_5_repair_policy/
https://plus.google.com/app/basic/stream/z13me5i5hvajzhrib04cdp3blsvoinmwqxs0k
Click to expand...
Click to collapse
Please can you add the below to the OP?
mistahseller said:
only to US customers and only to people who bought from the PlayStore.
Click to expand...
Click to collapse
Ill add this thread to sticky roll-up a bit later today
Sent from my Nexus 5 using Tapatalk

rootSU said:
Please can you add the below to the OP?
Ill add this thread to sticky roll-up a bit later today
Click to expand...
Click to collapse
Yeah, I could have sworn I added it yesterday to my original post, maybe the tapatalk app was messing up, either way I should have clarified that! Thanks brotha!

I just called and got this deal. Any thoughts on whether or not I should concern myself with removing root before retuning my old phone with a cracked screen?

jaytee20 said:
I just called and got this deal. Any thoughts on whether or not I should concern myself with removing root before retuning my old phone with a cracked screen?
Click to expand...
Click to collapse
i'd recommend removing root before sending it back in.

jaytee20 said:
I just called and got this deal. Any thoughts on whether or not I should concern myself with removing root before retuning my old phone with a cracked screen?
Click to expand...
Click to collapse
It's not necessary. Google does not discriminate against rooted devices and it does not void Google's warranty.

Too bad doesn't work on T-Mobile bought Nexus 5s, ugh LoL

Related

Picked up some new accessories today

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i dont have the two bottom ones, but readly pick them up
If you are open to sale it - may i request the black one (out of the two) from your second pic. listings?
louis vuitton... lmao.
not going to lie, that looks LEGIT
Does NFC work with the special edition back cover?
leyvatron said:
Does NFC work with the special edition back cover?
Click to expand...
Click to collapse
the battery cover does not include the NFC sensor, you will need to add one to it, to use the function.
I kind of like the android ones...pretty damn cool
God bless the chinese
Sent from my Nexus S using XDA App
back to china today, hopefully i'll find some white cover, ppl who has contacted me last week will get the cases if i do fine some, will not be taking new orders.
at the 14th pic.. these are the limited ones, but is that a case or the battery backdoor itself?
soryy i've overread the answer a few post ago
where do you buy such things?
Borky_16 said:
at the 14th pic.. these are the limited ones, but is that a case or the battery backdoor itself?
soryy i've overread the answer a few post ago
where do you buy such things?
Click to expand...
Click to collapse
it's a battery cover, not a case.
http://forum.xda-developers.com/showthread.php?t=1034556
back from china.
my supplier says the white cases, are not available yet in china, and will contact me when they arrive, I have ordered 35 pieces, also I did notice today that china in shenzhen, they just got delivery of over 100 black nexus s, all the shops were testing the units before they start to sell them, they were all wrapped in bubble wrap, and all are to be sold without boxes, the shipment was from europe or the us, without the boxes, they skip paying tax, that what i've been told.
So where to buy the cover 'cause at the ebay thing at the other post is postet that the list is ended so i cannot buy it i think, I'm right?
Borky_16 said:
So where to buy the cover 'cause at the ebay thing at the other post is postet that the list is ended so i cannot buy it i think, I'm right?
Click to expand...
Click to collapse
since a few minutes ago, i had one, if i dont get a reply in 2 days time, I can sell it to you.
where i got it from china, i got the last 2, i havent seen anymore yet, they have the normal one at a slightly cheaper price.
If you can sell me one by any chance, please let me know. I know I am late so don't expect it but I'm eager in trying one out and reviewing it.
Thank you in advance!
Ploone said:
If you can sell me one by any chance, please let me know. I know I am late so don't expect it but I'm eager in trying one out and reviewing it.
Thank you in advance!
Click to expand...
Click to collapse
sorry, someone just bought it, i'll check if i can get some more, it will be on 8th May, when i'll be going back to china.
Thanks!
Sent from my Nexus S using XDA App
kms108 said:
sorry, someone just bought it, i'll check if i can get some more, it will be on 8th May, when i'll be going back to china.
Click to expand...
Click to collapse
Thanks Man
Sent from my Nexus S using XDA Premium App
i know the normal one is available, seen a few shops have them in.
just got another android edition cover.
Could you find a loudspeaker for Nexus S?? Let me know. Thanks

google cancelled my dec. 6 order wtf? no reasons why...

no reasons were stated, they just cancelled my order without my knowing or asking...wtf is this. i was waiting badly for this phone since i sold my other nexus 4. it was supposed to comes 6-7 weeks which is basically this week or next week and they cancel it? GG, never shopping with them again.
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Ring them maybe and ask? This is XDA not Google Play customer services.
chrisgtl said:
Ring them maybe and ask? This is XDA not Google Play customer services.
Click to expand...
Click to collapse
ofc i will....this post was just to inform others of google's shady shopping and customer service routines.
they did the same thing to me. no explanation. no info given on who cancelled it. nothing. of course I did receive the notice of cancelation right as one of their employees emailed me to let me know he was looking into my order issues. I'm assuming he did it, but no proof. call in and ask to speak with a level 2 person. the supervisor I tried didn't even know how the play store works
Let us know. Maybe they ran out
Sent from my Nexus 7 using xda app-developers app
There may be a time limit on how long Google can hold your credit card.
jinjin12 said:
no reasons were stated, they just cancelled my order without my knowing or asking...wtf is this. i was waiting badly for this phone since i sold my other nexus 4. it was supposed to comes 6-7 weeks which is basically this week or next week and they cancel it? GG, never shopping with them again.
Click to expand...
Click to collapse
How bizarre. Out of interest, had you received the updated payment email yesterday and get the charge held over in your bank account?
jinjin12 said:
no reasons were stated, they just cancelled my order without my knowing or asking...wtf is this. i was waiting badly for this phone since i sold my other nexus 4. it was supposed to comes 6-7 weeks which is basically this week or next week and they cancel it? GG, never shopping with them again.
Click to expand...
Click to collapse
Could be they went to charge your account again before they shipped it and you had insufficient funds in your account to cover the transaction. They re-charged my account 3 days before they shipped it in November after being backordered for 2 weeks.
Censura_Umbra said:
Let us know. Maybe they ran out
Sent from my Nexus 7 using xda app-developers app
Click to expand...
Click to collapse
lmao they've been out of supplies weeks though. but i thought they would put my order as a backorder until they get more supplies, not cancel it. i just called google and dude says he don't know what happened and why. i'ma call again and try to talk to someone else, and then a supervisor. this is BS. this means that google playstore must really not have any supplies coming soon.
kzoodroid said:
Could be they went to charge your account again before they shipped it and you had insufficient funds in your account to cover the transaction. They re-charged my account 3 days before they shipped it in November after being backordered for 2 weeks.
Click to expand...
Click to collapse
what are you talking about? they only charge your account when they are about to send it out. first of all, they charged the account for my first order in november and when my credit card refused, google play send me a message stating the issue and i called my credit card and fixed it. but that was the first order. this second order i didn't use credit card and the payment option i chose has more than enough funds in it. and also, if there was a problem, they should have informed me, not just cancel it.
jinosong said:
There may be a time limit on how long Google can hold your credit card.
Click to expand...
Click to collapse
i didn't use credit card. my other payment option has more than enough funds in it
I read a post where some guy had similar problem. He called play store and they sent him a unique link to re order. Contact Play support.
Sent from LG Google Nexus 4 using XDA Premium
I unstuck the "No Shipping/Ordering" thread thinking we were done with these.
Please use the existing order thread or, more appropriately, take your issue up with Google.
Closed

Do not purchase this device!

Let me start off by mentioning that I am an avid smart phone user.
Over the past year I have switched between the iphone 4, the s2 , the s3, the bold 990 and finally the nexus 4.
Out of all the devices I have purchased the one I have regretted the most is the nexus 4 from LG.
It broke after dropping off my desk during the first week.
The screen was shattered, while the glass sticker that comes from the manufacturer was still enact.
After speaking to countless reps in Canada, apparently the phone could only be fixed in the US headquarters in California.
So I sent the phone via fed ex.
Over the next 40 days I called, emailed, live chatted almost every other day to get updates on my phone repair.
On Feb 6th, 40 days after sending in the phone to be repaired, the rep assured me that the screen was fixed and was sent out for delivery .
Today is Feb 18th. I just received the phone.
And guess what, the phone was not repaired.
After calling GOOGLE and LG countless times today, the best they could offer me is to send back the phone and wait another 40 days and hopefully it can be fixed.
I am still on hold with them to speak to a manager so I dont know what will happen.
All I know is every review online on the NEXUS 4 that said you could not argue with a phone with these features at this price are incredibly wrong.
The quality and after sale service is garbage. That's why the price tag is so low.
I have now switched back to my iphone 4 and bold 9900 that I have had for over 13 months, and still without a single scratch.
LG is the biggest rip off of a company ever, and shame on google for dealing with them.
Oh, and I forgot to mention, when I spoke to google about the problem with my nexus 4, she transferred me to ASUS.
and then emailed me the contact number for Samsung, so I can fix my LG phone.
Whats wrong with these companies?
You dropped your phone and claimed warranty from Google? Why would you call LG again when you have been dealing with Google?
Are they replacing it free of charge?
Sounds like you've had more trouble with the companies rather than the "Device"
You just had bad luck.
Sent from my Nexus 4 using xda premium
u deserve it for using an iphone and blackberry ))
You had a bad experience while thousands of others have had a wonderful experience. It happens. Life sucks. Get over yourself.
INB4 Locked.
You dropped your phone and it broke. I'm surprised that they are even fixing it for you. Your title seemed to suggest that your post would contain some complaints about the device itself, other than it obeys the laws of physics and the companies that manufacture and distribute it don't really care about you.
Sent from my Nexus 4 using Tapatalk 2
theguitarman94 said:
Sounds like you've had more trouble with the companies rather than the "Device"
Click to expand...
Click to collapse
/thread.
It's no news flash Google customer service sucks. The new Google b&m stores coming will be interesting. I'm expecting an automated touch screen kiosk vending machine and a return slot.
Sent from my Nexus 7 using XDA Premium HD app
I believe the term used for your situation is called - trolled.
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ashtonts said:
Click to expand...
Click to collapse
hahahhahahahhahahahhha
Take better care of your phone next time instead of blaming the device.
Phone dropped from your desk.
Phone glass shattered.
So, by the op's logic, if I drop a coffee mug off my desk and it breaks, it's not my own stupidity, it's actually a faulty cup?
Oh yeah... IB4L
Sent from my Nexus 4 using Tapatalk 2
No everyone listen to the OP return your device right now. His one experience is going to be ours.
Take my experience also, I have a nexus 7; it had screen lift I called Google they actually sent me a advance replacement and had the nerve to leave me a shipping sticker inside the box so I could just put it on the box and ship it right back. Wtf
Also take my technician experience, it was our technician policy to annoy a customer in which the way they annoy us with constant calls before the item even gets there and calls when it just gets to us, to just sit on their repair.
Just saying
Sent from my Nexus 7 using Tapatalk 2
BrianDigital said:
No everyone listen to the OP return your device right now. His one experience is going to be ours.
Take my experience also, I have a nexus 7; it had screen lift I called Google they actually sent me a advance replacement and had the nerve to leave me a shipping sticker inside the box so I could just put it on the box and ship it right back. Wtf
Also take my technician experience, it was our technician policy to annoy a customer in which the way they annoy us with constant calls before the item even gets there and calls when it just gets to us, to just sit on their repair.
Just saying
Sent from my Nexus 7 using Tapatalk 2
Click to expand...
Click to collapse
richteralan said:
Click to expand...
Click to collapse
estallings15 said:
Click to expand...
Click to collapse
richteralan said:
Click to expand...
Click to collapse
You really don't understand memes... Do you?
richteralan said:
Click to expand...
Click to collapse
---------- Post added at 05:35 PM ---------- Previous post was at 05:34 PM ----------
AshtonTS said:
You really don't understand memes... Do you?
Click to expand...
Click to collapse
That's the joke, bro. He purposely does it poorly.

Proper procedures?

Some may know I recently purchased a Note 3 N900A from a trusted seller via Ebay. Upon arrival, it worked for a total of 4 days. I received a message from the seller "I'll buy back the device for $100. 1/4 of what I had actually paid for it! Through me off a little bit. Next morning, tried to make a phone call. "This device has been blocked from network use."
Now I'm pretty sure you can put two and two together. First receive a buy back message, ignored it. Next, find your device "blocked."
Consulted with the seller. He has no intentions of unblocking it because I refused to sell it back to him for 1/4 of what I had paid. Claims he tried to unblock it but we all know. "It's blocked under an At&t account. Only the blocker can unblock it."
Now I have receipt, everything. Prove it was an actual legitimate sale. Talk to Ebay and I just bounced around, "transfer here, transfer there." I know the seller doesn't have an At&t account but where he got the phone from. She had an At&t account. Upon time of purchase it was not activated on an account. Yes I've done my IMEI background check before purchase.
What would be the correct procedures handling this case?
Probably best answered from ones who had ran into the same issue.
The police might be able to help you. Especially if you have all this proof
RErick said:
The police might be able to help you. Especially if you have all this proof
Click to expand...
Click to collapse
What I'm thinking but resolution I'm hoping for is. Device gets unblocked because with ordering a refund. Having to wait for it to credit back to my account. Another royal headache! Anyone familiar with disputes on PayPal?
I have from the actual Ebay listing sale to text messages claiming he's not interested in unblocking it.
PatienceWithin said:
What I'm thinking but resolution I'm hoping for is. Device gets unblocked because with ordering a refund. Having to wait for it to credit back to my account. Another royal headache! Anyone familiar with disputes on PayPal?
I have from the actual Ebay listing sale to text messages claiming he's not interested in unblocking it.
Click to expand...
Click to collapse
Paypal and eBay are usually pretty quick with disputes. A few weeks usually
Sent from my SM-N900A using Tapatalk 2
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RErick said:
Paypal and eBay are usually pretty quick with disputes. A few weeks usually
Click to expand...
Click to collapse
and with this being a recent purchase "last week." PayPal may be the only bail out. Ebay isn't help. I keep getting "Please hold and that hold will last 30 minutes, sometimes 45." I do know at point of sale. IMEI was clean but once it's ran again. They'll see its not. Which will lead to questioning the seller.
Mentioning the police in your previous reply RErick. Thinking if I called the local police department where the seller is located. Would give him boost on the ass "Hey, you need to fix this or refund" thought?
PatienceWithin said:
and with this being a recent purchase "last week." PayPal may be the only bail out. Ebay isn't help. I keep getting "Please hold and that hold will last 30 minutes, sometimes 45." I do know at point of sale. IMEI was clean but once it's ran again. They'll see its not. Which will lead to questioning the seller.
Mentioning the police in your previous reply RErick. Thinking if I called the local police department where the seller is located. Would give him boost on the ass "Hey, you need to fix this or refund" thought?
Click to expand...
Click to collapse
Yeah the police could help. But with eBay you gotta file a dispute online. Click on your purchase and you should be able to file one. I would personally go with all 3 routes
Sent from my SM-N900A using Xparent Tapatalk 2
RErick said:
Yeah the police could help. But with eBay you gotta file a dispute online. Click on your purchase and you should be able to file one. I would personally go with all 3 routes
Sent from my SM-N900A using Xparent Tapatalk 2
Click to expand...
Click to collapse
That dispute status sitting on my Ebay account has been in the state of "in progress" since mid-last week. /:
I'll check out PayPal and do some digging with his local police department. Since At&t was no help! I know I can get it unblocked from the original owner if I had her name/number. Simple if she knew what he was actually doing. 9/10 it would be unblocked.

Google Play sent me a damaged Nexus 6 and refuse to let me exchange it. HELP!

Bought brand new N6 from Google Play, open it and see scratches, a minor indentation and what looks like bubbling in the back cover of the phone. Called Google and spoke with a CSR and a manager, both say Google does not cover cosmetic damage they will only take the phone back and give a new one if there is something wrong with the functionality of the phone. Has anyone else been in this situation? What did you do?
I just spent $750 on what is suppose to be a premium device. Receiving it brand new from the factory with many significant cosmetic defects is unacceptable. How can Google not stand behind their product?
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And here's my play store screen shot since people don't believe I actually have the device
I would argue until they give it to you. They can't send you a beaten up device like that and refuse to replace it... keep trying man.
People hate on apple, but it's times like this it's nice to walk in to a physical store and get it swapped.
How long did u wait from time of delivery till calling them?
Sent from my Nexus 6 using Tapatalk
Yeah, you couldn't have had it for more than 14 days yet. You should be able to return it.
You should also get purchase protection from your credit card company if all fails....
litrekid said:
How long did u wait from time of delivery till calling them?
Sent from my Nexus 6 using Tapatalk
Click to expand...
Click to collapse
Called them the day of delivery.
dan h said:
You should also get purchase protection from your credit card company if all fails....
Click to expand...
Click to collapse
Yeah, I just shouldn't have to go that route. A company should stand behind their product, especially an expensive one like this.
Got a pic?
G3
Pics?
Sent from my NEXUS 6
I would try Motorola as well. I mean, it is their rep on the line as the manufacturer.
Why don't you just return it? also why no pics?
iil said:
Why don't you just return it? also why no pics?
Click to expand...
Click to collapse
Returning it would mean having to wait for stock again, which is stupid. And I'll post pics later.
Just brick it then tell them it won't turn on.
Use social media to Tweeter and Facebook and you will see how quickly they will replace it for you.also, file complaint with BBB.
Ian B
Call them back and tell them you are going to dispute the transaction with your credit card issuer. Also mention that you have already posted a warning online on places like XDA etc and tell them you are going to make a YouTube video that outlines the cosmetic flaws and your experience with the Google Play Store.
I just recently did this with something car related I bought that turned out to be in my opinion defective. I called customer support and recorded the call which is legal in most states and they were pretty much douches about my issue.
I told them if they didn't make it right I would post a review of their product and customer support on YouTube and do a charge back. The girl I spoke with basically told me to do what I had to do so I did. I called my card issuer and did a charge back under there customer satisfaction policy for internet purchases. I made a YouTube video outlining the product, the defect as I saw it and then gave a detailed accounting of my customer service experience WITH the call attached. I posted it on YouTube, put the link on several car forums and emailed the company the YouTube link and forum links. With 4 business days I received an email asking me to call a direct number which turned out to be a manager at the company who apologized and made it right with me. I left the video up but did update it to say they finally took care of me.
Side note, I got my money back from the card issuer the day I called AND the company sent me a new one and didn't even ask me to return the old one. They also never disputed my charge back oddly enough. It was a $1110.00 dollar electronic item for my Mitsubishi Lancer EVO.
It works 99% of the time.
Dispute the charges. They'll either replace it or you'll get your money back.
bobbarker2 said:
Bought brand new N6 from Google Play, open it and see scratches, a minor indentation and what looks like bubbling in the back cover of the phone. Called Google and spoke with a CSR and a manager, both say Google does not cover cosmetic damage they will only take the phone back and give a new one if there is something wrong with the functionality of the phone. Has anyone else been in this situation? What did you do?
I just spent $750 on what is suppose to be a premium device. Receiving it brand new from the factory with many significant cosmetic defects is unacceptable. How can Google not stand behind their product?
Click to expand...
Click to collapse
Have you tried telling them you got it and it just won't turn on?
If they approve the claim and send you a replacement, hard brick the phone and send it to them.
I'm waiting to see pics...
I would return that's not really accetable to get a messed up device and them not offer you an exchange. I thought play store had such great customer service?

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