Nexus Protect doesn't transfer ownership? now what? - Nexus 6P Q&A, Help & Troubleshooting

I was under the impression Nexus protect was supposed to transfer to another owner but am finding out that it is not the case. My wife's 6p is starting to shut down early with occasional reboots. Mine did the same, eventually going into the bootloop of death. Google replaced mine with only a phone call to their service department and I was sent a refurbished one immediately. Google refuses to do so with my wife's as it is covered under the protection program. When sent to Assurant customer service I was refused help as I was not the original owner of the device. They sent me to Huawei customer service who told me I was past warranty. If anyone has any advice I'd appreciate it and in the meantime, I'd think twice about buying a used device that's offering Nexus/Pixel protection.
edit: I take it back....you can transfer ownership but there is a process to it involving the original purchaser and the new owner.....doesn't do me a bit of good right now though but hopefully this info will help someone

damngood98 said:
I was under the impression Nexus protect was supposed to transfer to another owner but am finding out that it is not the case. My wife's 6p is starting to shut down early with occasional reboots. Mine did the same, eventually going into the bootloop of death. Google replaced mine with only a phone call to their service department and I was sent a refurbished one immediately. Google refuses to do so with my wife's as it is covered under the protection program. When sent to Assurant customer service I was refused help as I was not the original owner of the device. They sent me to Huawei customer service who told me I was past warranty. If anyone has any advice I'd appreciate it and in the meantime, I'd think twice about buying a used device that's offering Nexus/Pixel protection.
edit: I take it back....you can transfer ownership but there is a process to it involving the original purchaser and the new owner.....doesn't do me a bit of good right now though but hopefully this info will help someone
Click to expand...
Click to collapse
Same boat, except I bought mine through a "3rd party" vendor, and Google, nor the manufacturer will help

idbl_fanatic said:
Same boat, except I bought mine through a "3rd party" vendor, and Google, nor the manufacturer will help
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so first I called Google...they directed me to Assurant since it was under the protection warranty until Jan of 2018....Assurant wouldn't help because I never transferred ownership to myself (now you tell me) so they sent me to Huawei who said the manufacturers warranty was expired.
But.......! I went to Googles chat service on my PC......they are actually sending me a new 128GB Pixel XL.....when mine died I went through their chat service as well....always extra polite and very helpful...only way I'm going through Google's customer service from now on
good luck to you

Related

Atrix Repair Runaround

Alright guys, I thought I'd share my my experience with Motorola's repair department. The reasons I sent my phone in were because the screen had some areas that had backlight bleeding and the MicroSD card reader didn't work.
When I first called, I was told by AT&T and Motorola customer representatives that once the phone was received by them, it would be shipped back out in two business days. Alright I happily agreed to that and opened an RMA because I needed my phone back as soon as possible. So it was opened and I sent my phone in.
The device was then received on the 4th.
I called in on the 7th to ask if it was shipped, and they said it would actually take 15 business days to ship! I was like what?! I was told two days by the other two representatives. I was then told to call back on a weekday as the repair department was closed.
I called again on the tenth to see the status of the repair and they said it should be shipped 5-7 business days from when the device was received. But I still couldn't talk to the repair department because I had called after they had closed.
I called in the next day, and they said that it would be shipped on the twelth, which was the day after.
I then called in on the 12th to make sure it was shipped, the representative said that the device should have shipped but the online repair status just hadn't updated yet and it should be updated by tonight.
I check today to see if the status has been updated, and guess what, no change, all it says is device received. So I call to make sure the device has shipped. Now I talk to a representative that says that it will actually be shipped on the 16th and he has no idea why the other three representatives said it would be shipped on the 12th. I ask to speak to a supervisor and I get transferred. I asked her why I've been given tons of different (and seemingly wrong) information by different representatives and what is really happening. I tell them that this is getting ridiculous and I have had to reschedule two train tickets and I've lost over $90 dollars because of false information I have received. The supervisor literally is speechless, all she says is please call back Monday.
What I'm wondering is that has anyone else had this kind of experience with Motorola? Or is it just bad luck on my end. And if this continues, is there anything I can do.
Wow that sounds pretty bad. How come you didn't just take the phone in to an AT&T store? My previous Atrix had a dead spot on the touchscreen so I took it back to the AT&T store. They looked at it and called an AT&T repair center so I can pick up a new Atrix that very same day. Sorry to hear about your situation, hope it gets sorted soon.
Sent from my MB860 using XDA App
I forgot to mention I actually did go to an AT&T store. They were the ones that suggested calling AT&T and Motorola and the first ones to say that it would be shipped out two days after it was received. I had the option of going to an AT&T repair center but the closest one was an hour away so I decided to do it by sending it in.
I know AT&T used to offer warranty swaps by overnight shipment, which ususally meant getting an advanced exchange in one or two days. This was on HTC TP2s and similar phones but I think they still offer the same service if you complain about going to an exchange center.
I had the same problem with AT&T when I was on the Inspire...I pitched a big enough fit and had the retention people upgrade me to the Atrix. Best thing I can tell ya to do from my own experience would be to call the main customer care number and raise hell about the time and money you have lost...Have them.credit your account for the service and such ...it's not much but it does help a little bit.
Sent from my MB860 using XDA App
Bob Simons said:
I know AT&T used to offer warranty swaps by overnight shipment, which ususally meant getting an advanced exchange in one or two days. This was on HTC TP2s and similar phones but I think they still offer the same service if you complain about going to an exchange center.
Click to expand...
Click to collapse
Oh dam, I wish I had known about that earlier.
Diesel984 said:
I had the same problem with AT&T when I was on the Inspire...I pitched a big enough fit and had the retention people upgrade me to the Atrix. Best thing I can tell ya to do from my own experience would be to call the main customer care number and raise hell about the time and money you have lost...Have them.credit your account for the service and such ...it's not much but it does help a little bit.
Sent from my MB860 using XDA App
Click to expand...
Click to collapse
Hm... I'm gonna give that a try, thanks.
I've had devices swapped out, and all I did was call the main AT& T tech support number. This was on several Captivates and once on my wife's Inspire, although we found out after the Inspire didn't need it (unknown sources update problems).
In all cases I was offered an overnight shipping option at a small fee. I opted out, and in all cases my replacement was here within 3 days. Swap info, send old one back, done.
Sent from my MB860 using Tapatalk
I'm really sorry to hear you had such a bad experience. I actually had a similar problem with my phone regarding the screen burn image and went to the device support center. They were out of stock for a replacement Atrix but the associate placed an order for an overnight shipment. I was in possession of two phones at one time and had to agree to ship the defective one out within 14 days before facing a charge of $399. Anyway, I really appreciated the fact that I was never without a phone and the phone came in the next day and I shipped out my defective unit the day after.
They probably need to retrain the customer support reps to know the proper course of action for certain situations such as out of stock or too far of a location so that you are offered overnight shipping of a replacement.
One more question for the OP: were you expecting to get your same unit back? You said it was sent in for repair service so I'm wondering why you agreed to that instead of just swapping it out since you are still covered under the 1 year warranty.
ZyanyaMJ said:
I'm really sorry to hear you had such a bad experience. I actually had a similar problem with my phone regarding the screen burn image and went to the device support center. They were out of stock for a replacement Atrix but the associate placed an order for an overnight shipment. I was in possession of two phones at one time and had to agree to ship the defective one out within 14 days before facing a charge of $399. Anyway, I really appreciated the fact that I was never without a phone and the phone came in the next day and I shipped out my defective unit the day after.
They probably need to retrain the customer support reps to know the proper course of action for certain situations such as out of stock or too far of a location so that you are offered overnight shipping of a replacement.
One more question for the OP: were you expecting to get your same unit back? You said it was sent in for repair service so I'm wondering why you agreed to that instead of just swapping it out since you are still covered under the 1 year warranty.
Click to expand...
Click to collapse
Sending it in for repair was my only option. They told me if I went to the place an hour away I would have to drop my unit off and pick it up two days later.
EDIT: So I thought that it would be easier to just send it in instead of having to drive that far.
dreadlord369 said:
Sending it in for repair was my only option. They told me if I went to the place an hour away I would have to drop my unit off and pick it up two days later.
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Click to collapse
Wow. So even at the physical place that was an hour away, they couldn't just swap it out? That is so strange. We are talking about an official AT&T Device Support Center, right?
ZyanyaMJ said:
Wow. So even at the physical place that was an hour away, they couldn't just swap it out? That is so strange. We are talking about an official AT&T Device Support Center, right?
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Click to collapse
Yep, at least thats what the guy at the store told me.
So what are they currently doing to assist you? Are you just forced to be without a phone? I would seriously place a complaint with the BBB and with AT&T customer service. Not sure if it will help much but just to document the case at least.
ZyanyaMJ said:
So what are they currently doing to assist you? Are you just forced to be without a phone? I would seriously place a complaint with the BBB and with AT&T customer service. Not sure if it will help much but just to document the case at least.
Click to expand...
Click to collapse
That was actually something I was thinking about doing. Also I did go to the BBB site but Motorola wasn't on the list, should I put it down with AT&T?
EDIT: Oh and nothing to assist me, AT&T and Motorola said I should be able to get a temporary phone while this repair was going on but I was completely denied.
ZyanyaMJ said:
So what are they currently doing to assist you? Are you just forced to be without a phone? I would seriously place a complaint with the BBB and with AT&T customer service. Not sure if it will help much but just to document the case at least.
Click to expand...
Click to collapse
Alright I just called AT&T and they actually gave me a 65 dollar credit, which is half of my bill. THANK YOU very much for that bit of advice. Also They also said that I should call back tomorrow when the warranty center is open and they should be able to help escalate this issue further. As for the BBB complaint, if AT&T helps me out even further then I'll let it go but otherwise I'll file a complaint.
I sent my atrix to motorola also for repair got it back in 3 days unrepaired so i called them and said the water mark is still white she when on to say it could be caused by humidity i freaked and said so all the atrixs that are in texas right now are going to be void because texas has had triple digit reading for well over a month she was dumb founded and said let me escalate this higher sent me an overnight label and they have now had it for 9 days so who knows if it gets fixed this time they have the worst rating in customer service and repair...This will be my last Motorola phone
Sorry for your bad luck. Generally moto makes good hardware. All companies have lemons. What is sad is moto falls under the list of companies with general bad repair service. The only company i know of that has pretty good service overall is htc, but that might change since they're going to be more strict on warranty because of bootloaders.
I voided my warranty.
Well I got my phone back, just a heads up, like I said in the OP, they said it would be shipped on the 16th, however when I called in then, they said it would not be shipped that week at all because they had NO atrix's at all, new or refurb, and they were waiting on parts. I then filed a complaint with the BBB and informed motorola of the complaint. Guess what within an hour I got a second call saying the phone had shipped (this was at 8PM) and tomorrow morning a new phone was sitting on my doorstep. So if you guys are having major issues like me, just file a complaint with the BBB and motorola should comply.
dreadlord369 said:
Well I got my phone back, just a heads up, like I said in the OP, they said it would be shipped on the 16th, however when I called in then, they said it would not be shipped that week at all because they had NO atrix's at all, new or refurb, and they were waiting on parts. I then filed a complaint with the BBB and informed motorola of the complaint. Guess what within an hour I got a second call saying the phone had shipped (this was at 8PM) and tomorrow morning a new phone was sitting on my doorstep. So if you guys are having major issues like me, just file a complaint with the BBB and motorola should comply.
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Click to collapse
Ok thanks for the heads up if nothing happens by tomarrow thats just what i will do
Well... I just found another issue.... No computer is able to recognize the phone. I've tried three different computers and I've tried installing the proper drivers and still, all I get is the "USB Device Not Recognized" error on all three. Time to call them back...
probably is driver. reboot phone and computer.

6P Dead and Huawei Won't Help

I purchased a used Nexus 6P a couple of months ago. It died while I was using it a few days ago. It will not show any signs of life whatsoever. It will not even accept a charge.
I spoke to Huawei and explained the problem. They refuse to repair the phone even though I am willing to pay for the repair. They say that if I do not have a valid receipt (Ebay, Swappa, etc. don't count) that I am out of luck. Amusingly, I was told that they have a way of determining if the phone was ever rooted (which I do not believe) and that if it was ever rooted, this also voids their responsibility for repairs even out of warranty.
I have never had a hardware failure like this and have tinkered with perhaps 20 phones over the years. I have never run across this situation before.
Can anyone suggest an alternative or do I though this expensive device in the trash?
Man hate to hear that for you! I recently took my wifes LG G3 which would not keep the screen on and fixed it. I know it's a totally different issue probably. But the point was I was able to test my working G3 with hers and found that it was the MAIN BORAD...so I bought a $50 broken screen phone off eBay and opened it up and swapped boards. Phone works great now.
Wondering if something similar could be done for you. Maybe there are some "broken for parts" versions out there you could get for cheap. If your handy at all....it's typically just screws and small parts. You might even find a replacement video on YouTube.
Good luck! Sucks...sorry.
Thanks for the kind words. I agree that it is likely the main board, but the 6P is such a bear to work on that I am not eager to throw more money at it unless I could have some degree of confidence that I wil succeed.
Do you know where was the phone purchase originally?. Google or Huawei?
Sent from my Nexus 6P using Tapatalk
Sorry to hear!!
But actually, I do believe they can tell if the phone has been unlocked (which I believe you need to root)
The phone came from a re-seller, so it is impossible to say.
One can easily re-lock the bootloader. I don't believe that unlocking leaves a trail, so to speak.
For sure Huawei has a bad rep for customer support. A few good reports here and there, but mostly stories like yours. That is exactly why I bought mine directly from Google and purchased the Nexus Protect package. I paid a little more than getting it from Amazon, but the peace of mind is worth it to me. Perhaps you can find a local phone repair place to help you out?
I would happily send this to a third-party repair shop, but I cannot guess who would have access to the parts.
Call some of them and ask if they can get the parts.
Wow this is clearly unacceptable!! I mean the phone is not even 1 year old yet how can they refused repairing it? They want the receipt but who cares about that if the phone is not even 1 year old...
Stories like that make me dont wanna buy phones from Huawei anymore! Try again until they accept repairing it.
Sent from my Nexus 6P using Tapatalk
Talk to a local repair person and see what they will do. Parts are available (http://www.globaldirectparts.com/Huawei-Google-Nexus-6P-Parts-s/24884.htm), so the question will be if the repair person has had experience with the phone before and what kind of risk they and you are willing to take.
Does anything happen when you plug it into your computer any sound or vibration?
Sent from my Nexus 6P using XDA-Developers mobile app

Class Action Lawsuit Against LG over Bootloop Manufacturing Defect

Finally we are also covered by the lawsuit: https://arstechnica.com/tech-policy...expands-to-cover-g5-v20-and-nexus-5x-devices/
Given the absolutely horrendous treatment by both Google and LG (both claiming that it's not their problem), we got nothing out of either for my wife's bootlooping phone.
Phone was 21 days out of warranty. Uncaring and heartless bastards. Already canceled Google Fi and in the process of moving emails from gmail to outlook.com.
andTab said:
Finally we are also covered by the lawsuit: https://arstechnica.com/tech-policy...expands-to-cover-g5-v20-and-nexus-5x-devices/
Given the absolutely horrendous treatment by both Google and LG (both claiming that it's not their problem), we got nothing out of either for my wife's bootlooping phone.
Phone was 21 days out of warranty. Uncaring and heartless bastards. Already canceled Google Fi and in the process of moving emails from gmail to outlook.com.
Click to expand...
Click to collapse
You dont need to move emails and other stuff, its LG's fault not Google's... Saying this just to lower your workload xD
Sent from my Nexus 5X using Tapatalk
My nexus 5x started boot looping last week. Luckily for me, I was still under warranty at least until the end of the month. I just got my replacement from google.
andTab said:
Finally we are also covered by the lawsuit: https://arstechnica.com/tech-policy...expands-to-cover-g5-v20-and-nexus-5x-devices/
Given the absolutely horrendous treatment by both Google and LG (both claiming that it's not their problem), we got nothing out of either for my wife's bootlooping phone.
Phone was 21 days out of warranty. Uncaring and heartless bastards. Already canceled Google Fi and in the process of moving emails from gmail to outlook.com.
Click to expand...
Click to collapse
I don't know about you, but Google just replaced my phone ,out of warranty, for free. Great customer service, in my opinion.
thesamunit said:
I don't know about you, but Google just replaced my phone ,out of warranty, for free. Great customer service, in my opinion.
Click to expand...
Click to collapse
Did you root the phone or did anything else to phone before you sent it to google to replace it. I am out of warranty but was rooted , I have taken phone apart and heated the samsung chip which stop the bootloop for a week, but know it is bootlooping again.
gsxra4b6 said:
Did you root the phone or did anything else to phone before you sent it to google to replace it. I am out of warranty but was rooted , I have taken phone apart and heated the samsung chip which stop the bootloop for a week, but know it is bootlooping again.
Click to expand...
Click to collapse
Where did you buy it? If from Google, they may replace it even if it was rooted and out of warranty.
Both Google and LG have been replacing devices outside of warranty for bootloops. If you tried earlier and they denied you try again, Google is your best chance if you bought it from the Google Store or Google Fi.
gsxra4b6 said:
Did you root the phone or did anything else to phone before you sent it to google to replace it. I am out of warranty but was rooted , I have taken phone apart and heated the samsung chip which stop the bootloop for a week, but know it is bootlooping again.
Click to expand...
Click to collapse
I was rooted, but I was able to boot it into the bootloader and fastboot the stock IMG on it. I told them I was rooted and unlocked over the phone, and they didn't seem to care at all.
I bought it from Amazon but Google is saying to contact LG and LG is wanting me to send it in for 2 weeks for a repair. They won't do a replacement or loaner.
Krusej23 said:
I bought it from Amazon but Google is saying to contact LG and LG is wanting me to send it in for 2 weeks for a repair. They won't do a replacement or loaner.
Click to expand...
Click to collapse
Keep trying. I called Google yesterday and got a replacement phone. --- First time I called, the Google Rep told me that since I was out of warranty, it was LG's issue. Then, I was transferred to LG and they said they same thing and wanted me to send my phone for repair.
Frustrated, (especially after hearing of the lawsuit) I called Google again. I got another Rep, and she was so kind and helpful. She said "to be honest" a lot of other Nexus 5X owners are experiencing the same problem. She spoke to a "specialist" and said that I qualified for an extension of my warranty. I'm getting a replacement Nexus 5X in a couple days (I spent extra for priority shipping). She also mentioned that my new Nexus will have an extended warranty if I have the bootloop issue again.
I will say, I bought my phone from the Google Store. Not sure if that makes a difference.
sabst43 said:
Keep trying. I called Google yesterday and got a replacement phone. --- First time I called, the Google Rep told me that since I was out of warranty, it was LG's issue. Then, I was transferred to LG and they said they same thing and wanted me to send my phone for repair.
Frustrated, (especially after hearing of the lawsuit) I called Google again. I got another Rep, and she was so kind and helpful. She said "to be honest" a lot of other Nexus 5X owners are experiencing the same problem. She spoke to a "specialist" and said that I qualified for an extension of my warranty. I'm getting a replacement Nexus 5X in a couple days (I spent extra for priority shipping). She also mentioned that my new Nexus will have an extended warranty if I have the bootloop issue again.
I will say, I bought my phone from the Google Store. Not sure if that makes a difference.
Click to expand...
Click to collapse
Did they have you send yours in? I just shipped mine off to LG yesterday afternoon since I was told no by Google. Wondering if I could still send it in after I get it back from LG.
Krusej23 said:
Did they have you send yours in? I just shipped mine off to LG yesterday afternoon since I was told no by Google. Wondering if I could still send it in after I get it back from LG.
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Click to collapse
Yes. I am being charged for the new Nexus (as a "hold") on my account until they receive my phone with the boot loop issue. They'll confirm that the old Nexus has the issue (supposedly), and then remove the charge from my credit card.
My guess is that LG will send you a brand new phone. So you may not be able to get the replacement from Google.
sabst43 said:
Keep trying. I called Google yesterday and got a replacement phone. --- First time I called, the Google Rep told me that since I was out of warranty, it was LG's issue. Then, I was transferred to LG and they said they same thing and wanted me to send my phone for repair.
Frustrated, (especially after hearing of the lawsuit) I called Google again. I got another Rep, and she was so kind and helpful. She said "to be honest" a lot of other Nexus 5X owners are experiencing the same problem. She spoke to a "specialist" and said that I qualified for an extension of my warranty. I'm getting a replacement Nexus 5X in a couple days (I spent extra for priority shipping). She also mentioned that my new Nexus will have an extended warranty if I have the bootloop issue again.
I will say, I bought my phone from the Google Store. Not sure if that makes a difference.
Click to expand...
Click to collapse
Buying from the Google store would be the reason you're​ dealing with Google store support. Everyone else must go through LG, though LG is currently repairing devices out of warranty at least.
Sent mine into LG and they replaced the motherboard on it and it's being sent back right now. Overall, from me putting it in the mail and getting it back, it will be a week.
Krusej23 said:
Sent mine into LG and they replaced the motherboard on it and it's being sent back right now. Overall, from me putting it in the mail and getting it back, it will be a week.
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Click to collapse
Same here. Three months out of warranty, but LG replaced the mainboard, no questions asked. Only cost to me was shipping to Texas. Visit LG support website and get a return authorization number.
Sent from my Nexus 5X using Tapatalk
For you that had LG replace the motherboard, is the phone actually working ? They did this early on and it did not seem to fix the problem.
Is there anyway to sign up for the class action lawsuit?
I am currently the proud owner of a Nexus 5x brick edition...
https://forum.xda-developers.com/nexus-5x/help/5x-responding-t3593414
is any one else on here using a H791 vs a H790 (US version)?
mikeprius said:
For you that had LG replace the motherboard, is the phone actually working ? They did this early on and it did not seem to fix the problem.
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Click to collapse
So far, so good. Still on 7.1.1. Kinda afraid of upgrading, 'cause the 7.1.2 beta is what seemed to kill the last one.
Sent from my Nexus 5X using Tapatalk
Just received my Nexus back from LG warranty repair after a week and a half without it and using a Droid 4 in the meantime(which sucks). Sent in a black Nexus 5x and received a white Nexus 5x with black scuff marks on it. Right now I'm trying to get them to send me a different one but they won't. Trying to work my way up to the supervisor. The only option they have for me is to send it in again and hope they put a black back on it that isn't in used condition.
sabst43 said:
Keep trying. I called Google yesterday and got a replacement phone. --- First time I called, the Google Rep told me that since I was out of warranty, it was LG's issue. Then, I was transferred to LG and they said they same thing and wanted me to send my phone for repair.
Frustrated, (especially after hearing of the lawsuit) I called Google again. I got another Rep, and she was so kind and helpful. She said "to be honest" a lot of other Nexus 5X owners are experiencing the same problem. She spoke to a "specialist" and said that I qualified for an extension of my warranty. I'm getting a replacement Nexus 5X in a couple days (I spent extra for priority shipping). She also mentioned that my new Nexus will have an extended warranty if I have the bootloop issue again.
I will say, I bought my phone from the Google Store. Not sure if that makes a difference.
Click to expand...
Click to collapse
How long is that extended warranty good for? I got mine replaced and it's bootlooping too.

Huawei Warranty

I purchased a Nexus 6P through Best Buy (US) during May of last year and just recently have encountered a problem with the volume up button being stuck and the power button not locking the phone. These weren't caused by dropping the phone or any specific occurrence like that as far as I can remember. My screen has also been cracked for a while, but that was a separate issue. I called Huawei to check if the button issue is covered by the warranty and they said to fill out a ticket and send pictures and they would let me know. The problem is that I also have a one year warranty through Best Buy, but it would have a service charge attached and I wouldn't be getting a 6P; they would send me a gift card instead. I'd rather have the 6P repaired or replaced than have to buy a different phone through Best Buy, but if it takes too long for Huawei to assess whether or not the phone is under warranty, then the warranty for both will expire and I won't have either. Does anyone have any advice regarding this situation or experience with what Huawei will cover under their warranty?
goodandnicefriend said:
I purchased a Nexus 6P through Best Buy (US) during May of last year and just recently have encountered a problem with the volume up button being stuck and the power button not locking the phone. These weren't caused by dropping the phone or any specific occurrence like that as far as I can remember. My screen has also been cracked for a while, but that was a separate issue. I called Huawei to check if the button issue is covered by the warranty and they said to fill out a ticket and send pictures and they would let me know. The problem is that I also have a one year warranty through Best Buy, but it would have a service charge attached and I wouldn't be getting a 6P; they would send me a gift card instead. I'd rather have the 6P repaired or replaced than have to buy a different phone through Best Buy, but if it takes too long for Huawei to assess whether or not the phone is under warranty, then the warranty for both will expire and I won't have either. Does anyone have any advice regarding this situation or experience with what Huawei will cover under their warranty?
Click to expand...
Click to collapse
Personally I'd go the Best Buy route and get a different phone.
I had a bootloop of death - Google turned me down because I was out of warranty, I was transferred to Huawei, who said I was also out of warranty with them as well. They offered a "repair/replace" service for $164.00 since this has been a known and problematic issue. They told me I would have the phone in 10 business days - for which it would be repaired or, they would just send me a new one to replace it. I just got the device today; its brand news. Battery is good capacity, so far no bugs - we will see though. All and all - if you end up getting the repair/replace option and you can afford to pay the extra cash for a phone you already spent a bunch of extra cash on.... it was worth it.
goodandnicefriend said:
I purchased a Nexus 6P through Best Buy (US) during May of last year and just recently have encountered a problem with the volume up button being stuck and the power button not locking the phone. These weren't caused by dropping the phone or any specific occurrence like that as far as I can remember. My screen has also been cracked for a while, but that was a separate issue. I called Huawei to check if the button issue is covered by the warranty and they said to fill out a ticket and send pictures and they would let me know. The problem is that I also have a one year warranty through Best Buy, but it would have a service charge attached and I wouldn't be getting a 6P; they would send me a gift card instead. I'd rather have the 6P repaired or replaced than have to buy a different phone through Best Buy, but if it takes too long for Huawei to assess whether or not the phone is under warranty, then the warranty for both will expire and I won't have either. Does anyone have any advice regarding this situation or experience with what Huawei will cover under their warranty?
Click to expand...
Click to collapse
Hello,
I don't really want to read all the page, so I'll leave it to you: http://consumer.huawei.com/us/support/warranty-policy/mobile-phone/index.htm
Considering your N6P is almost one year old and all the problems surrounding​ the device at the moment:
Bootloop of death
Defective batteries
I'm not sure if it's worth it. It could last forever, but also fail next month when your warranty will be over...
If you don't loose much between the "service charge" and the Best Buy gift card, I would go that route and start looking for a new device. But that's just me...
Good luck...
mikeygeer said:
I had a bootloop of death - Google turned me down because I was out of warranty, I was transferred to Huawei, who said I was also out of warranty with them as well. They offered a "repair/replace" service for $164.00 since this has been a known and problematic issue. They told me I would have the phone in 10 business days - for which it would be repaired or, they would just send me a new one to replace it. I just got the device today; its brand news. Battery is good capacity, so far no bugs - we will see though. All and all - if you end up getting the repair/replace option and you can afford to pay the extra cash for a phone you already spent a bunch of extra cash on.... it was worth it.
Click to expand...
Click to collapse
Hello,
I would have kept trying and call Google/Huawei. A lot of people got it repaired/replaced even though their warranty ended...
Cheers...
I agree, to keep hammering them for a replacement is the right move. One thing to keep in mind is many of the recent reports about interactions with Huawai have indicated they seem to be trending towards playing hardball. Sooner than later would be my advice on working them for a replacement.
Sent from my Nexus 6P using XDA-Developers Legacy app
I did hammer google for a couple weeks to no avail - now that I have charged the new Nexus 6p from Huawei I have am pleased to report the replacement device they sent me is as good as it was when it was brand new. The device has zero battery degradation, and hasn't had a battery shutdown problem at all even though I was trying to trigger it through going on a walk in the cold this morning while suddenly using the camera. Other than the headache of losing a few pictures and spend $164 that I shouldn't have had to spend in the first place for a hardware malfunction...... I am very pleased to be rocking a solid Nexus 6p
---------- Post added at 08:17 PM ---------- Previous post was at 08:14 PM ----------
CyberpodS2 said:
I agree, to keep hammering them for a replacement is the right move. One thing to keep in mind is many of the recent reports about interactions with Huawai have indicated they seem to be trending towards playing hardball. Sooner than later would be my advice on working them for a replacement.
Sent from my Nexus 6P using XDA-Developers Legacy app
Click to expand...
Click to collapse
Huawei was nothing but quick and efficient with my order. They didn't grant me an out of warranty replacement, but they did get me a new device within a week of their shop receiving it. Also, for posterity, they sent me a Huawei brand pen. HAHAHA. That kinda added insult to injury - just the same - I wouldn't believe all the complaints about Huawei's lack of costumer service - they were quick in all my interactions with them.
mikeygeer said:
I did hammer google for a couple weeks to no avail - now that I have charged the new Nexus 6p from Huawei I have am pleased to report the replacement device they sent me is as good as it was when it was brand new. The device has zero battery degradation, and hasn't had a battery shutdown problem at all even though I was trying to trigger it through going on a walk in the cold this morning while suddenly using the camera. Other than the headache of losing a few pictures and spend $164 that I shouldn't have had to spend in the first place for a hardware malfunction...... I am very pleased to be rocking a solid Nexus 6p
---------- Post added at 08:17 PM ---------- Previous post was at 08:14 PM ----------
Huawei was nothing but quick and efficient with my order. They didn't grant me an out of warranty replacement, but they did get me a new device within a week of their shop receiving it. Also, for posterity, they sent me a Huawei brand pen. HAHAHA. That kinda added insult to injury - just the same - I wouldn't believe all the complaints about Huawei's lack of costumer service - they were quick in all my interactions with them.
Click to expand...
Click to collapse
Hey,
They were just "quick" to ask you some money and nothing else... For something you shouldn't have had to pay for. That's all I see here.
Did you get someone/something telling you it won't ever happen again? Or did they/it also said: goodbye, see you next year? Since they didn't acknowledge the issue, no one knows if they ship crappy batteries/motherboards/phones or if they manufactured new batteries/motherboards/phones which is unlikely.
And this is supposed to be a good customer service? Damn it...
May I ask you what is your build date in bootloader > barcodes? Just so you know what to expect? Also we can have an idea...
Thanks...
I had bought the Nexus 6P from a friend. No receipt or anything. Since my phone bootloop like everyone else , I decided to go into the main boot screen and chose " barcode ". in that screen , it will show seriel # , IMEI # , model # and build date of the phone, which was 03/04/2016. Knowing that the phone was produced back in march , I know that the warranty can't be expired. I decided to call Huawei. The warranty did not expired yet. I was lucky to call in and inquire about getting it repaired.
So if you bought a phone , and not sure of the warranty , go into the recovery screen , toggle through the menu ( recovery, bootloader , start , barcode )and choose barcode to see the detail of the phone and check the production date.
510jungleboy said:
I had bought the Nexus 6P from a friend. No receipt or anything. Since my phone bootloop like everyone else , I decided to go into the main boot screen and chose " barcode ". in that screen , it will show seriel # , IMEI # , model # and build date of the phone, which was 03/04/2016. Knowing that the phone was produced back in march , I know that the warranty can't be expired. I decided to call Huawei. The warranty did not expired yet. I was lucky to call in and inquire about getting it repaired.
So if you bought a phone , and not sure of the warranty , go into the recovery screen , toggle through the menu ( recovery, bootloader , start , barcode )and choose barcode to see the detail of the phone and check the production date.
Click to expand...
Click to collapse
Hello,
Actually it's the bootloader, not the recovery screen... :good:
You can also go on Huawei site and enter your IMEI. It will give you the warranty's period.
Also, you are lucky. Depending on who answer the call at Huawei, they refuse to repair/replace the phone without the receipt.
Cheers...
Sorry for hijacking the thread but I'm suffering from the early shut down and have contacted Huawei who have confirmed the phone is still in warranty until end of this year and have created an RMA.
However they've sent me the envelope to post the phone back but state you need to return with the a copy of the receipt which I don't have as I purchased it from eBay. It was originally purchased from CPW and was unlocked! Can someone please confirm if Huawei accept warranty returns without the receipt?
Note... I'm in the UK and the phone was purchased from CPW in the UK.
Sent from my Nexus 6P using Tapatalk
mchu6am4 said:
Sorry for hijacking the thread but I'm suffering from the early shut down and have contacted Huawei who have confirmed the phone is still in warranty until end of this year and have created an RMA.
However they've sent me the envelope to post the phone back but state you need to return with the a copy of the receipt which I don't have as I purchased it from eBay. It was originally purchased from CPW and was unlocked! Can someone please confirm if Huawei accept warranty returns without the receipt?
Note... I'm in the UK and the phone was purchased from CPW in the UK.
Click to expand...
Click to collapse
Hey,
It seems like it depends who you talk to at Huawei. Some have been asked for a copy of the receipt, some others haven't. Will they repair it if you send it without the receipt though they have asked for one..?
Not sure, as so much people must have sent them N6P lately due to bad batteries and bootloop... I think they are actually trying to find anything they can to refuse the repair for those who are not original owners. At least people who don't own the receipt.
Hoping I'm wrong and you'll get your phone back, up and running..!
Good luck...
My 6p shut down at approx 40% twice last week (on Dirty Unicorn) and according to Huawei, I only have 1 more month of warranty left. I just sent in the pictures, imei and s/n and now they'll send me a label. I plan on flashing the August factory image and locking the bootloader before sending it in, of course.
so...how long will I be without a phone? I don't have a backup.
i have nexus 6p bootloop and iy is in waranty how i can replace it
mikeygeer said:
I had a bootloop of death - Google turned me down because I was out of warranty, I was transferred to Huawei, who said I was also out of warranty with them as well. They offered a "repair/replace" service for $164.00 since this has been a known and problematic issue. They told me I would have the phone in 10 business days - for which it would be repaired or, they would just send me a new one to replace it. I just got the device today; its brand news. Battery is good capacity, so far no bugs - we will see though. All and all - if you end up getting the repair/replace option and you can afford to pay the extra cash for a phone you already spent a bunch of extra cash on.... it was worth it.
Click to expand...
Click to collapse
i have nexus 6p bootloop and iy is in waranty how i can replace it
mmadney said:
i have nexus 6p bootloop and iy is in waranty how i can replace it
Click to expand...
Click to collapse
Have you tried speaking to Google or Huawei about it? Thats really the first and only step. Like I said before I mine was OUT of warranty so I just paid the money for Hauwei to fix or replace the device. Call them! They will ask you questions and take you through the whole process.

Anyone have any luck getting a replacement from Huawei?

I bought my phone from Huawei directly at launch, and I have the typical shutdown randomly when taking pictures problem, even after having an OEM battery installed 3 months ago using my SquareTrade warranty.
I called Huawei and they didn't really GAF. Asked me to do a factory reset (which I had already done multiple times, with different versions of Android) and that was pretty much it. They didn't seem to really want to fix it. I *know* this is an issue, because I know Google is replacing these phones out of warranty for those who bought them from Google directly.
My question is, has anyone had any luck having this issue resolved through Huawei?
It's a shame, such an awesome phone, and although I've since replaced it with a OP5, I'd love to get it back into working order.
Did an RMA for a good friend with 6P. Contacted Huawei UK via chat. got in a return email all the details. a few days later got mail with padded envelope. Sent the device and got it fixed about 10 days later.
Battery was replaced and they even replaced charger module free of charge.
wizardwiz said:
Did an RMA for a good friend with 6P. Contacted Huawei UK via chat. got in a return email all the details. a few days later got mail with padded envelope. Sent the device and got it fixed about 10 days later.
Battery was replaced and they even replaced charger module free of charge.
Click to expand...
Click to collapse
This was out of warranty?
They turned me down at Huawei UK. So shall use house insurance to get a replacement. I need my 6p working.
Sent from my Nexus 6 using Tapatalk
Krunk_Kracker said:
This was out of warranty?
Click to expand...
Click to collapse
She had her warranty until March 2018 so didn't have much trouble to get it fix for her.
I didn't send the phone directly to huawei but a company in my country (Slovenia) that is authorized to repair huawei phones, it took almost 2 months but they sent me a new Nexus 6P. Didn't even buy the phone in my country but it still had warranty since I only had it for a year.
Krunk_Kracker said:
This was out of warranty?
Click to expand...
Click to collapse
No.. still on warranty until 3/2018
No support from Huawei. No support from Google.
Another thing Apple is doing better. iPhone is manufactured by Foxconn, just as N6P was manufactured by Huawei. But all the marketing, design, and branding is Google. If you buy an iPhone at Best Buy, Apple is still responsible for the customer service and replacement, you can still bring your device to an Apple store.
This is moronic, I don't know why Google thinks they are special. All the papers, materials and boxes that came with Nexus 6P have Google branding, not Huawei.
zymphad said:
No support from Huawei. No support from Google.
Another thing Apple is doing better. iPhone is manufactured by Foxconn, just as N6P was manufactured by Huawei. But all the marketing, design, and branding is Google. If you buy an iPhone at Best Buy, Apple is still responsible for the customer service and replacement, you can still bring your device to an Apple store.
This is moronic, I don't know why Google thinks they are special. All the papers, materials and boxes that came with Nexus 6P have Google branding, not Huawei.
Click to expand...
Click to collapse
And for this reason is why I filed a complaint with BBB. Google needs to take responsibility for their defective products

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