Sending back to LG for repair/replacement?

ScoobyWRX · Jul 13, 2014

I've been having GPS issues where it's taking sometimes 4 minutes to find satellites, then regularly loses them, very annoying when using it for hiking. I've compared this with the wifes S3 and my Nexus 10, and they lock on in seconds.

There's lots on the net about the issue and some vids on a fix.
While searching found early Nexus 5's (S/N no. starting 310) are/were being replaced due to other issues, rattly buttons, iffy speaker sound, which to a degree I have too?

I went to my 3UK shop, and was given the LG number as the phone's still in warranty, though when I rang them the guy had never heard of any problems or the earlier batch of phones being replaced.

Just wondered if anyone had sent their Nexus 5's back direct to LG, and how they got on?

Thanks Paul

BynoUK · Jul 13, 2014

As far as I'm aware it'd be google you send the phone back to, always been under the impression that's the case anyway and I'm sure I've read it somewhere.

Then again saying that if you never bought the phone direct from Google you would ask the retailer first.

In short this post isn't helpful in the slightest, sorry!

ScoobyWRX · Jul 13, 2014

Thanks anyway

Hook · Jul 13, 2014

If you bought it from Google, at least in the US, they would set up the RMA for you, including a PDF of the shipping label to LG, and send you a new unit. You would ship your old unit to LG. There would be a pending charge until LG verifies they have received the old unit and then it disappears. I haven't done this with my N5 but thats how it worked for a warranty replacement for my N4. Never had to actually interact with LG at all.

Don't know if you buy elsewhere.

ScoobyWRX · Jul 13, 2014

I was a little surprised the guy in the 3 store just gave me their number :thinking:

and a bit more surprised the LG tech support guy knew nothing about the problems

.
LG are sending a jiffy bag to send it to them, just a little unsure whether I should bother, considering the response LG gave me :thinking:

tsaunders · Jul 14, 2014

I am having GPS issues as well and thinking about sending it back to Google before the one year warranty is up on the device.

I ran GPS Status tool and it had a lock of 20/22 satellites and still couldn't find my location.

Rxpert83 · Jul 14, 2014

I sent mine to Google last week due to a blue spot developing on the upper right portion of the screen.

Had the new phone within a few days (they give you free 1 day shipping) and had 7 days to test the new phone before shipping the old one back.

Easy process. Love Googles nexus support.

ScoobyWRX · Jul 14, 2014

Rxpert83 said:
I sent mine to Google last week due to a blue spot developing on the upper right portion of the screen.

Had the new phone within a few days (they give you free 1 day shipping) and had 7 days to test the new phone before shipping the old one back.

Easy process. Love Googles nexus support.

Don't suppose you could point me in the right direction of which dept. you contacted?

JBentleyR · Jul 14, 2014

Rxpert83 said:
I sent mine to Google last week due to a blue spot developing on the upper right portion of the screen.

Had the new phone within a few days (they give you free 1 day shipping) and had 7 days to test the new phone before shipping the old one back.

Easy process. Love Googles nexus support.

That sounds like exemplary customer support. I wonder whether Google in the UK are as efficient and accommodating, not that I have any problems at the moment - touch wood.

Hook · Jul 14, 2014

ScoobyWRX said:
Don't suppose you could point me in the right direction of which dept. you contacted?

Post 3 and 4 of this thread, at least for the US. Not sure for over there.

http://androidforums.com/nexus-5/855209-warranty.html

ScoobyWRX · Jul 14, 2014

Managed to find it.

Had a Google "chat," As I didn't purchase through The Play Store the warranty lies with 3UK, why did they send me away with LG's number! :thinking:

Thanks for your help

Paul

jhawkkw · Jul 14, 2014

ScoobyWRX said:
Managed to find it.

Had a Google "chat," As I didn't purchase through The Play Store the warranty lies with 3UK, why did they send me away with LG's number!

Thanks for your help

Paul

Even though you purchased it through 3UK, you can still choose to claim the warranty directly though LG if you wanted. This is generally not the usual or preferred way to do it though.

JBentleyR · Jul 14, 2014

jhawkkw said:
Even though you purchased it through 3UK, you can still choose to claim the warranty directly though LG if you wanted. This is generally not the usual or preferred way to do it though.

I agree. In the UK, resposibility lies with the retailer and not the manufacturer. Perhaps you could point this out to Three.

Having said that, personally I found Three to be very supportive when I had problems with their app (I bought the phone direct from Google).

ScoobyWRX · Jul 19, 2014

Went into the 3UK store again yesterday, and they don't deal with faults/repairs/replacements in store anymore, you have to speak to 3 technical on the phone.
If any problems can't be worked out over the phone they put in in contact with LG directly to book in for repair. So it's booked in with them.
Back to 3 today to see how I'm supposed to get on without a phone for 7-10 days! :mad:

scythefwd · Jul 19, 2014

This is only remotely related so bear with me.I know with the nexus10, you call and work directly with Samsung. I just went through this. I'd assume Google would have a similar setup with lg

tsaunders · Jul 22, 2014

I just sent mine back for GPS issues as well.

Just to let you know though, they will put a charge on your account for the new phone and will not remove the charge until they get your old phone back.

I returned mine the next day to them (prepaid UPS label). The new phone GPS works great.

scythefwd · Jul 22, 2014

tsaunders said:
I just sent mine back for GPS issues as well.

Just to let you know though, they will put a charge on your account for the new phone and will not remove the charge until they get your old phone back.

I returned mine the next day to them (prepaid UPS label). The new phone GPS works great.

Thats a pretty standard practice. I had the same thing happen with a car stereo. Happens any time they send a device out before you send in the broken one.. keeps folks from getting the new device and disappearing.

tsaunders · Jul 22, 2014

scythefwd said:
Thats a pretty standard practice. I had the same thing happen with a car stereo. Happens any time they send a device out before you send in the broken one.. keeps folks from getting the new device and disappearing.

Yeah I know, just sucks to have to shell out 400+ for a replacement. Though I did 1 day shipping since they said I could. I had it the next day.

JBentleyR · Jul 22, 2014

I think that's perfectly acceptable. In fact, I'm surprised they are willing to send a replacement before the faulty item is returned. Many appliance retailers or manufacturers wouldn't and, in fact, offer to take faulty items in for repair rather than replacement.
I think that says a lot for Google/LG.

tsaunders · Jul 22, 2014

JBentleyR said:
I think that's perfectly acceptable. In fact, I'm surprised they are willing to send a replacement before the faulty item is returned. Many appliance retailers or manufacturers wouldn't and, in fact, offer to take faulty items in for repair rather than replacement.
I think that says a lot for Google/LG.

Yeah I am glad they send a new device before I have to return my old one.

Hook · Jul 22, 2014

At least in my case (mentioned in post #4) they placed a hold for the amount on the card, but they never finalized the transaction. When LG received the unit, the pending charge was cancelled. They, in essence, temporarily lowered the amount available on my card, but they never actually took my money. Plus they supplied the box with prepaid shipping label. Very nice service indeed.

tsaunders · Jul 22, 2014

Hook said:
At least in my case (mentioned in post #4) they placed a hold for the amount on the card, but they never finalized the transaction. When LG received the unit, the pending charge was cancelled. They, in essence, temporarily lowered the amount available on my card, but they never actually took my money. Plus they supplied the box with prepaid shipping label. Very nice service indeed.

Same here but it was the Google Play store. They put a hold and it was pending but it already was removed even though they have not received the unit yet.

ScoobyWRX · Jul 22, 2014

There was no mention by LG of sending a replacement before they'd seen my phone.
Anyway, sent it off today, wrapped it in a few more bubble bags than the thin poxy one they sent!! :mad:

wish me luck

Hook · Jul 22, 2014

tsaunders said:
Same here but it was the Google Play store. They put a hold and it was pending but it already was removed even though they have not received the unit yet.

Sorry, wasn't clear. Yes, transaction was entirely through Google. I'm not even sure if there was a true interaction from LG-- more likely, scanning the shipping label provided by Google by LG triggered the charge being removed.

ScoobyWRX · Jul 31, 2014

Ok, got my Nexus back today

Quick turn around as LG only received it last Thursday. They've put a new back on, so they are assuming it is to do with the GPS contacts?

Will report back when I've given it a good test.

I've been using my old HTC Desire while it's been away, nice using the 3x4 keyboard again

Sending back to LG for repair/replacement?

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