Help Google Nexus 5: Play Store offer refurb for defective unit

BigBug · Aug 5, 2014

I have posted elsewhere on the board about problems I have with my Google Nexus 5. In short it has crashed sporadically a few times a day or so since I got it in March. I tried everything suggested to me -- safe mode, cache erase, factory reset, etc -- and the problem persists. Seems likely defective memory.

Anyway in the end of June (26 June) I got in touch with Google since I bought it at the Play Store. After going through their list of what to do, I started the RMA process. In early July (7 July) they offered to send me a new unit as a replacement. I foolishly suggested I keep trying to see if I could solve the problem. I told them to follow-up with me, but they dropped the ball and did not.

At the end of the month (31 July) I threw in the towel and requested a replacement again. Now I am told that I am going to get a refurbished model because Google changed their policy on 18 July to send out refurbs rather than new units. I tried talking to a supervisor but had no luck (all done via email btw).

I am obviously quite displeased by this. Even if there was a change in policy I clearly got this started under the old regime (and they did not send me a follow-up email that I had requested which would have been before the policy change).

Has anyone had a similar experience with Google and perhaps have some suggestions on how to appeal this?

SiempreTuna · Aug 6, 2014

I'm gobsmacked Google ever sent out new units for warranty claims :eek:

My guess is that, even if you did raise your initial call with the previous system, Google will argue that you closed that call when you decided to hang on to your old phone

On the upside, I just got a refurb as a warranty replacement for my Nexus 4 and if I hadn't known it was a refurb, I could easily have mistaken it for new.

Rxpert83 · Aug 6, 2014

I've had mine replaced twice in the past and gotten brand new. Last time was July 5th.

I'm not surprised they're starting to use refurbs. The next nexus will be out in a few months and they have to start slowing production down. Now it's a balance between having enough for new customers and not having a bunch of new nexus 5s laying around when the new one comes out.

If I were you I'd just take the refurb.

iwoloschin · Aug 6, 2014

Most "factory refurbished" units are basically new. They're not going to ship you something scratched and destroyed, and it's even possible that they've replaced the battery if it was not in "reasonable used condition" or better. Typically, most refurb units that go back out are restocked items that someone decided they didn't really want, so it got a couple of days of use before someone shipped it back, so I wouldn't worry too much about it.

BigBug · Aug 7, 2014

OK thanks all for the comments and feedback!

I am still trying to see if I can get a new unit (plenty in stock, but yes it seems LG has stopped production). Honestly this has been a very unpleasant experience, between having a phone that reboots in the middle of the call and the issues with customer service. I guess caveat emptor when dealing with Google.

SiempreTuna · Aug 7, 2014

That is a serious bummer - I can see why you're ticked off.

Would be good if Google did give you a new set - good luck!

BigBug · Aug 7, 2014

Thanks Siempre!

I will try and give an update when I hear more from Google, though at this point my expectations are quite low.

Rxpert83 · Aug 7, 2014

BigBug said:
I guess caveat emptor when dealing with Google.

I've had nothing but positive experiences when dealing with their nexus customer support. :thinking:

Its honestly the best support from a phone manufacturer/or carrier I've dealt with.

I really hope they get it squared away for you, but keep in mind a factory refurb is still way better than a phone that doesn't work properly.

If nothing else, we've all learned a thing or two here. Get issues fixed as soon as possible.

BigBug said:
I will try and give an update when I hear more from Google

Hoping for the best!

BigBug · Aug 8, 2014

Update: Called Play Store two days ago and was told a specialist would be back in touch. I sent a follow-up email today this morning since I did not hear back. No email response to my follow-up. I just tried calling though of course a few minutes into my call my Nexus rebooted itself.

Honestly either I have very bad luck or really Google is a mess.

BigBug · Aug 8, 2014

Google finally got back in touch. Despite being told a "senior specialist" will look at my case. I received the exact same email (verbatim) to replace my defective Nexus with a refurbished one.

I am curious if the defenders of Google support have any thoughts on this. It is pretty obvious at this point that Google is not following through on even the promise to look into my case.

BigBug · Aug 9, 2014

After further conversations with Google it looks like I am now being sent a new Google Nexus 5 unit after all! So perhaps persistence is the key here.

ScoobyWRX · Aug 10, 2014

That's good news for you, persistence paid off :smokingsomb:

zipred · Aug 10, 2014

By virtue of the fact I've purchased about fifty new smartphones in the last eight years, I've got lots of experience with warranty claims, policies both the manufacturers and CA state warranty law.

When it comes to my personal experiences, they've largely been with Apple, Samsung, HTC, and Google. Currently I have six Nexus 5 models. One is my primary Smartphone, the others I've setup and are being used by immediate family members.

Some basics, your device and all communications are your responsibility, even if they promise to call you back, Google and others are huge companies. Within the first 30 days after purchase Google's provided me two new phones as replacements, after which like others refurbs are the norm.

In general I've received the same world class service from Google, as Apple. It's all about working together and approaching them courteously with a positive attitude.

BigBug · Aug 11, 2014

Thanks guys and yes I think the lesson is to have persistence. Welll I have my fingers crossed that I get a new replacement and that this one one works without any hitches!

Rxpert83 · Aug 11, 2014

Good to hear you got a new one. :thumbup:

I think there's a different lesson to take away though - if there's an issue get it replaced right away!

BigBug · Aug 20, 2014

Did in fact get new Nexus 5. So far no crashes: I have my fingers crossed.

g01851 · Aug 20, 2014

I'd prefer to get a refurb over a new phone... it would have gone through a quality control process TWICE, at least. New devices only go through this process ONCE.

Just something to consider next time you get offered a refurb.

zipred · Aug 20, 2014

BigBug said:
Did in fact get new Nexus 5. So far no crashes: I have my fingers crossed.

Congratulations!

Relax your fingers, until it hiccups, hangs or crashes we won't know that it's a genuine Nexus. Not one of those perfect working fakes they sell for just $50. Ha...Ha...Ha...

Enjoy!

andrews317 · Aug 20, 2014

I had no idea. I am in a possible RMA process (check my thread) and now I know I will get a refurbished device.

But I really don't mind because I've had my new phone for more than 7 months. I believe this wouldn't be fair if you have a problem in the first 4-6 months, in that case you should get a new one. But in case of longer periods, a refurbished should be Ok as long as the warranty is kept for the rest of the year.

MartinS · Aug 21, 2014

I doubt you could have seen the difference with a refurb though, it would have been in 100% condition.

Count yourself lucky Google offer this kind of service, if you go through a carrier or somewhere like CPW of P4U then your phone gets sent off and you do without for days / weeks.

I had a couple of original N7s sent back and thought Google's RMA service was excellent - even if it did sometimes take over 24hrs for email reply.

BigBug · Aug 21, 2014

andrews317:
Sorry to hear about your experience. If you have any questions about the RMA process let me know and I will try to answer. I will say that once the process starts it is very smooth and easy!

zipred · Aug 21, 2014

Here in the USA it's customary for all carriers, even if you buy an iPhone from Apple, to have it replaced with a refurb no matter how long it's been. The good news is they are every bit as good as new. I've seen quite a few and if I wasn't told I wouldn't know it wasn't new.

Help Google Nexus 5: Play Store offer refurb for defective unit

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