Nexus 5 warranty may cover broken screens & water damage

Rxpert83 · Sep 3, 2014

Just like the title says... It looks like there may be an unofficial policy for users with a shattered screen or water damage a one time warranty coverage resulting in a new phone.

Must be a nexus 5, purchased from the play store, and possibly only in the US

http://www.androidpolice.com/2014/0...-free-under-a-new-unofficial-warranty-policy/

As the article mentions, this is still unclear, and very unofficial. It may not work, but if your phone has taken a swim its worth a try.

BynoUK · Sep 4, 2014

Heard about this yesterday and I too fear it's US only (great for you guys, not so great if i ever need it!)

Be interested to see the final details on this

Kappy79 · Sep 6, 2014

I just cracked my screen three days ago and was trying to figure out what I wanted to do to fix it and I found out about this policy.

I called Google yesterday around noon and told them "I dropped my phone and it isn't working right. I heard there was a replacement policy" he asked me if I got it. On the play store, if I lived in the US when I bought it and if I was still in the US. He said great, when I answered affirmative, and said he had to check with his supervisor, but the wanted to thank people for supporting their program and I should quality for it. He put me on hold for about 5-8 min, then said it was approved and they were also giving me 10 dollars play store credit, high really surprised me.

He took my email address I used for the purchase, after a misspelling he found it, said we every thing was good to go, and I would receive some emails telling me what to do next. He asked zero questions about if the phone was rooted or what was wrong with it. And he asked me to take take a survey after was done talking with him. Really pleasant experience.

Only downside is that as of 8 am the following day, I have received zero emails about anything from the call. Is this normal from Google? I planned on waiting til Monday, especially since the moto 360 was launched yesterday.

Anyone else done this? Is a delayed response from Google normal for their customer service or this situation? Any info would be helpful, thanks in advance!

JBentleyR · Sep 7, 2014

Rxpert83 said:
Must be a nexus 5, purchased from the play store, and possibly only in the US

Oi, what about us Limeys?!

(It's Ok. Mine's covered on my home insurance.)

Kappy79 · Sep 7, 2014

Yeah only US purchased. And they asked me if I was living in the US at the time i made the purchase and call.

zipred · Sep 8, 2014

Kappy79 said:
I just cracked my screen three days ago and was trying to figure out what I wanted to do to fix it and I found out about this policy.

I called Google yesterday around noon and told them "I dropped my phone and it isn't working right. I heard there was a replacement policy" he asked me if I got it. On the play store, if I lived in the US when I bought it and if I was still in the US. He said great, when I answered affirmative, and said he had to check with his supervisor, but the wanted to thank people for supporting their program and I should quality for it. He put me on hold for about 5-8 min, then said it was approved and they were also giving me 10 dollars play store credit, high really surprised me.

He took my email address I used for the purchase, after a misspelling he found it, said we every thing was good to go, and I would receive some emails telling me what to do next. He asked zero questions about if the phone was rooted or what was wrong with it. And he asked me to take take a survey after was done talking with him. Really pleasant experience.

Only downside is that as of 8 am the following day, I have received zero emails about anything from the call. Is this normal from Google? I planned on waiting til Monday, especially since the moto 360 was launched yesterday.

Anyone else done this? Is a delayed response from Google normal for their customer service or this situation? Any info would be helpful, thanks in advance!

I've enjoyed stellar customer service from Google. What you've experienced is perfectly normal.

They're not very fast when it comes to sending out emails, but they're lightning fast within the company doing what they promised. I've always received my order or replacement product within a day or two at the most.

In my book they're the most improved company. Where once their support was marginal, now it's incredibly fast, friendly, accurate and reliable. I'm sure you'll be very impressed.

Kappy79 · Sep 8, 2014

zipred said:
I've enjoyed stellar customer service from Google. What you've experienced is perfectly normal.

They're not very fast when it comes to sending out emails, but they're lightning fast within the company doing what they promised. I've always received my order or replacement product within a day or two at the most.

In my book they're the most improved company. Where once their support was marginal, now it's incredibly fast, friendly, accurate and reliable. I'm sure you'll be very impressed.

48 hours had passed by today, so I decided to give them a follow up call. It turned out that there was a system error and the email never got sent out. I got the email while I was on the phone with them, so my replacement phone is on the way! yay!

I did not yet receive an email about the google play credit, but I didn't expect that in the first place, so I didn't press my luck. Just happy I can get my phone restored.

zipred · Sep 9, 2014

Kappy79 said:
48 hours had passed by today, so I decided to give them a follow up call. It turned out that there was a system error and the email never got sent out. I got the email while I was on the phone with them, so my replacement phone is on the way! yay!

I did not yet receive an email about the google play credit, but I didn't expect that in the first place, so I didn't press my luck. Just happy I can get my phone restored.

Watch your Google Play Account, that's where my credit appeared prior to the actual email. It's funny, genuinely, that I've enjoyed great uptime, speed and convenience from Gmail except when coming from Google

noahj1102 · Oct 14, 2014

Holy cow!

Just saw this post this morning.

I bought a Nexus 5 the day of release last year. I dropped and cracked the screen a couple months ago. I Iove the Nexus 5 so much I instantly purchased another and put the cracked one in my dresser.

I see this thread, call Google, and now have a free replacement phone on the way!!!

What customer support, just awesome! No questions asked, just explained the screen was cracked and bam, new phone coming.

Wohoo!

Rxpert83 · Oct 14, 2014

noahj1102 said:
Holy cow!

Just saw this post this morning.

I bought a Nexus 5 the day of release last year. I dropped and cracked the screen a couple months ago. I Iove the Nexus 5 so much I instantly purchased another and put the cracked one in my dresser.

I see this thread, call Google, and now have a free replacement phone on the way!!!

What customer support, just awesome! No questions asked, just explained the screen was cracked and bam, new phone coming.

Wohoo!

Awesome!

zipred · Oct 14, 2014

noahj1102 said:
Holy cow!

Just saw this post this morning.

I bought a Nexus 5 the day of release last year. I dropped and cracked the screen a couple months ago. I Iove the Nexus 5 so much I instantly purchased another and put the cracked one in my dresser.

I see this thread, call Google, and now have a free replacement phone on the way!!!

What customer support, just awesome! No questions asked, just explained the screen was cracked and bam, new phone coming.

Wohoo!

Do they ask for your credit card to secure the replacement even though it's free?

What are the specifics of the replacement process?

mk_ultra19 · Oct 14, 2014

zipred said:
Do they ask for your credit card to secure the replacement even though it's free?

What are the specifics of the replacement process?

Yes they will put a " hold " on your credit card for the amount of the device which you originally purchased through the play store. They do NOT take the money off of your card. This is just a hold to ensure you send back the defective unit and if you don't, this is when Google would decide to actually take the money off of your card for a phone that was not returned. They are just covering themselves.

My Nexus 5 randomly shut off and then wouldn't power past the Google splash screen. I went through all available options myself to fix it, but to no avail.

I called Google spoke to a rep and since my phone was not a year old, I was able to get a refurbished 32 gig to replace my old one. I got the phone in 1 business day! That's service!

1) You call a rep, explain to them your issue with your phone. Have your IMEI number handy as you will need this. 2) They will then send you an RMA form via email acknowledging that the process of returning your phone has taken place. 3) They will ship you a new device, put a hold on your credit card for the price of the phone. 4) You will receive shipping labels to print out via email. One is an RMA form you put in the box to return with the old phone. Then you print off return shipping label, attach to the box, put in old phone, seal it up and take it to UPS or a UPS DROP BOX which I did.

Couldn't be easier

zipred · Oct 14, 2014

mk_ultra19 said:
Yes they will put a " hold " on your credit card for the amount of the device which you originally purchased through the play store. They do NOT take the money off of your card. This is just a hold to ensure you send back the defective unit and if you don't, this is when Google would decide to actually take the money off of your card for a phone that was not returned. They are just covering themselves.

My Nexus 5 randomly shut off and then wouldn't power past the Google splash screen. I went through all available options myself to fix it, but to no avail.

I called Google spoke to a rep and since my phone was not a year old, I was able to get a refurbished 32 gig to replace my old one. I got the phone in 1 business day! That's service!

You call a rep, explain to them your issue with your phone. Have your IMEI number handy as you will need this. They will then send you an RMA form via email acknowledging that the process of returning your phone has taken place. They will ship you a new device, put a hold on your credit card for the price of the old one. You will receive shipping labels to print out via email. One is an RMA form you put in the box to return with the old phone. Then you print off return shipping label, attach to the box, put in old phone, seal it up and take it to UPS or a UPS DROP BOX which I did.

Couldn't be easier

That's just the procedure I expected. Thank you for the detailed timely response. I've enjoyed terrific customer service and support from Google in the past, they've come a long ways from the early days.

In fact they do such a good job I see it as one of their best assets. If other companies were as courteous diligent and timely they'd be better off.

mk_ultra19 · Oct 14, 2014

zipred said:
That's just the procedure I expected. Thank you for the detailed timely response. I've enjoyed terrific customer service and support from Google in the past, they've come a long ways from the early days.

In fact they do such a good job I see it as one of their best assets. If other companies were as courteous diligent and timely they'd be better off.

Yes... this is outstanding that Google is doing this. After all if it wasn't for their customers in any aspect, where would they be? So they are doing the right thing.

I also heard Samsung will be covering their devices for two years from any defect, screens breaking or water damage, BUT if you dig deeper...you have to pay for additional coverage. With Google and the Nexus 5 you don't.

I don't know if they had a surplus of Nexus 5's on hand and with the Nexus 6 looming, but hey... I am not complaining.

Oh and they just received my old Nexus 5 today and the HOLD has been removed from my credit card in the same day. Just an F.Y.I.

scary alien · Oct 14, 2014

Holy moley!

Wish I had seen this thread a few months back when my daughter's N5 had to be replaced due to water in her raincoat pocket during a rainstorm. We replaced it with a new one and was able to resurrect the water damaged one (I installed Android L on it for testing and consider it a backup device now) [you can see the screen's not 100% perfect, but the device seems pretty good for basically becoming immersed in water for bit].

Interesting thread...thanks for posting, Rxpert83 :thumbup:

.

darkside · Oct 18, 2014

I cracked my screen on my nexus 5 pretty bad to where a chunk of the screen was missing. Called google and they sent me one out overnight shipping and gave me a $10 play store gift card on top of it.

LaFlavor · Oct 20, 2014

I just had one replaced last week using this. My dog knocked the phone out of my hands while he was *****ing out one evening, and cracked the screen. Called the next day, and had the replacement the day after at no cost. I've been telling everyone how impressed I am with that level of customer service.

Nexus 5 warranty *may* cover broken screens & water damage

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Nexus 5 warranty may cover broken screens & water damage