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Support Warranty Question

Discussion in 'Android Devices' started by nukchebi0, Jan 23, 2014.

  1. nukchebi0

    nukchebi0 Newbie
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    My Nexus 5 arrived and while its a great phone for the price tag, I received a defective model with an extremely loose power button (my friend's barely makes noise, mine makes a lot of noise with a minor tap). While the phone still works technically, it's extremely irritating to hear the rattling when I type and make calls. I first noticed it a mere two days after getting the phone, and it's gotten increasingly loose over the past four weeks, so I finally decided to contact Google to get it replaced. However, when I talked with Google support on the phone today, the representative insisted that it was not a replaceable issue because it doesn't render the device inoperable (he did not accept the reasoning that the rattling impedes usage of the phone as, well, a phone) and because it stems from "slight variations in design and manufacturing". Is this the case or does the warranty cover obvious manufacturing defects like a loose power button? My cursory reading suggested it did, but I would like to make sure before I email Google.
     

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  2. Rukbat

    Rukbat Android Expert
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    If the button is loose enough that it makes the power switch open or close without your pressing it it's a defect. If it's loose enough that it falls out it it's a defect. If it just makes noise it's not a defect. (There's no spec for how loud it can be.) Don't you just love it when the lawyers get involved?
     
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  3. jj14x

    jj14x Android Expert
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    @op - you do have the option of returning it (within the first 14 days) and buying another one (hope that the new one doesn't have the same issue)

    I'm not sure I'd agree with the "doesn't make device inoperable". What if there were scratches on the screen? Or if there were larger than usual gaps around the screen?

    I got the Nexus 5 with the rattling power button (I ordered it the day it became available) - and it doesn't bother me enough to return it. But it is an issue that some may not be willing to accept in a brand new device.
     
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  4. Rxpert83

    Rxpert83 Dr. Feelgood
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    I'd just call again and try to get someone else.
     
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  5. ritchea

    ritchea Well-Known Member
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  6. zipred

    zipred Android Expert
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    I strongly agree.

    Due to my terrific ordering and customer service experience with Google, plus the excellent trouble free Nexus 5 I'm enjoying, I bought four additional phones for my family.

    On the few occasions I've called Google they've been exceptionally friendly, professional and helpful.

    One phone had a small cosmetic defect out of the box, the Google rep was eager to replace it. He even sent it immediately, asking me to use the defective phone until the replacement arrived, a very impressive courtesy.

    Quite frankly, Google's made great strides in it's customer service and ordering experiences. I could not be happier.
     
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  7. nukchebi0

    nukchebi0 Newbie
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    Thanks for the input; I thought the representative was being unreasonable, but I didn't want to assume I was right. I'll try again tomorrow and update appropriately.
     
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