Related
I would like to say first that I absolutely LOVE my Nexus 7 tablet. Having owned a couple of different Android tablets made by those other people (Samsung...even an iPad Mini), I can honestly say the N7 really is the best. With that being said, I would like to share my experience with them today, and I hope it helps others in being more informed about their decision to purchase in the future. Its kind of a long read, but you will be shocked at the end, so please see it through.
A week or so ago my tablet developed an issue where after waking it from standby I would have to toggle Airplane Mode on and off in order to access the internet. I was off work today so I called Google warranty about the issue. The gentleman I spoke with was very kind and, I believe, as helpful in the situation as he could be. After explaining the issue and running through some standard trouble shooting, the first technician I spoke with from Google concluded it was most likely a hardware issue and that someone from a different department (mind you, I was speaking to the warranty department already) would contact me via email in 24-48 hours.
After I hung up from him, I thought about it and something wasn't quite right. The warranty department should be able to generate a replacement or at the minimum an RMA right then, right? So I called back and asked to speak with a manager. I was transferred to a floor supervisor, explained everything that had transpired up until then, to which he promised to get to the bottom of the issue right then. He asked for my email address, which I provided, when he stated he could not find an order for a Nexus tablet. I proceeded to explain to him I purchased it from GameStop, I had the receipt with the box and date of purchase, when he abruptly cut me off to tell me he could not do anything about my warranty issue because it was bought from a third party. He explained I would have to go through the retailer or through Asus. Now, here is where my trouble with this begins. Is this not manufactured for, branded, and advertised as a GOOGLE Nexus 7 tablet...or is it brand, advertised, and sold as an Asus Nexus 7 tablet. Yes, I understand who actually manufactured it. But that is transparent. There are A LOT of products made by other manufacturers that are sold under a different brand name. In fact, there are actually quite few true "manufactures" in the world but they make and sell products daily under a different name. However, this floor supervisor was unwilling to provide me with any assistance at all. He did offer to connect me to Asus customer support.
Another hold later, and 20 something minutes into the call, I was connected to another very nice customer service rep from Asus. I again (third time) explained the issue and the steps already performed to remedy the situation. After speaking with him for a while, he agreed to issue an RMA so that one of there technicians could diagnose the problem and do a repair or replace. I asked at his point how long this process takes...TWO WEEKS. Mind you, I have only owned the tablet a total of exactly 7 weeks and 2 days. I told him that this was completely unacceptable. He then offered to upgrade my case to priority service. Again I asked for a time frame and was told this time...1-1/2 WEEKS, or 3 days faster. At this point I am furious. I asked if I could have a replacement sent out...NO. I asked if I could have one sent out with a hold on my credit card until my defective unit was received...NO. I asked if I could have a refund arranged...NO. I asked if he would be kind enough to contact GameStop to request an exchange be made...NO. MY ONLY OPTION ON A 7 WEEK OLD TABLET...A GOOGLE TABLET MIND YOU...WAS TO BE WITHOUT FOR 2 WEEKS! You have go to be kidding me! I sincerely thought Google was better than this.
I used the following analogy...you buy a brand new car. It has a warranty issue that needs fixed so you take it to the dealership at which point they say, "sorry but we cant fix it for 2 weeks" and leave you with no car. I honestly can not believe the customer service between these two companies is this poor. As well, I have had cell phones replaced by AT&T under warranty that CERTAINLY were not made by AT&T, yet Google does not share the same mindset although the tablet was clearly a Google product.
So, I write this as a warning for any of you that have purchased your tablet from GameStop, Best Buy, Staples, ect. what challenges you face should you ever need warranty service. And to those who did purchase off the Play Store exactly how Google is treating their customers. I love Google (a lot less now) but I will NEVER buy another Nexus/Google branded product again...not so much as rent a movie or buy a song from the play store. And I will take to any forum I can access to share my experience in an attempt to convince Google/Asus to improve their customer service. They have lost a customer and I implore you to share my experience with as many people as you can that may be considering a Google product or service in the future.
Here's another analogy: You buy an Apple phone from Best Buy and it develops a fault, where do you take it back to?
Buy a Google product direct from Google next time and learn about Consumer rights.
Apple is the exception in that example. Buy a Samsung, Motorola, LG, Blackberry, ect. and who handles warranty replacement? AT&T, right? ALTHOUGH it is clearly stated the MANUFACTURER warrants the product against defect. And yes...I am very aware we are not talking about AT&T, simply using it as an example.
Furthermore, I never once stated my consumer rights were violated, in fact I clearly said they offered a solution. However, from a consumer stand point, and in this case especially with the INTENDED transparency between Google and Asus, the issue was not handled with the consumer (me) in their best interest.
Feel free to flame me if you'd like, but I would put nickles to dimes that if it was you, you would feel the same way.
Sent from my HTC One using XDA Premium HD app
/waaa?
You are completely right tho. The should have a shop on hand for when you call. Just for you. Only you. You. Did I mention you?
Yeah i'm talking to you.
sigaiser said:
Apple is the exception in that example. Buy a Samsung, Motorola, LG, Blackberry, ect. and who handles warranty replacement? AT&T, right? ALTHOUGH it is clearly stated the MANUFACTURER warrants the product against defect. And yes...I am very aware we are not talking about AT&T, simply using it as an example.
Furthermore, I never once stated my consumer rights were violated, in fact I clearly said they offered a solution. However, from a consumer stand point, and in this case especially with the INTENDED transparency between Google and Asus, the issue was not handled with the consumer (me) in their best interest.
Feel free to flame me if you'd like, but I would put nickles to dimes that if it was you, you would feel the same way.
Sent from my HTC One using XDA Premium HD app
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Click to collapse
For more reports of mishandling and cruddy CS, go here:
https://productforums.google.com/forum/#!topic/nexus/mG4JXaT-SHs[1-25-false]
Feel free to add your experience....
danvee said:
For more reports of mishandling and cruddy CS, go here:
https://productforums.google.com/forum/#!topic/nexus/mG4JXaT-SHs[1-25-false]
Feel free to add your experience....
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Click to collapse
Thanks for the link...I posted there as well. It is cruddy. I would
D have expected more from Google in a situation like this.
Sent from my Nexus 7 using XDA Premium 4 mobile app
tweaked said:
/waaa?
You are completely right tho. The should have a shop on hand for when you call. Just for you. Only you. You. Did I mention you?
Yeah i'm talking to you.
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Click to collapse
I'm not going to reply, much, to your sarcasm other than to say that if you think I expect more from Google than anyone else, then you're sorely mistaken but entitled to your opinion. If you read any of the post, and you comprehend written text, you could easily deduce that I was stating their current policy (unwritten mind you) on buying from third party retailers.
With that being said, how about being constructive vs. Being a smart ass. Thanks for reading.
Sent from my Nexus 7 using XDA Premium 4 mobile app
djsubterrain said:
Here's another analogy: You buy an Apple phone from Best Buy and it develops a fault, where do you take it back to?
Buy a Google product direct from Google next time and learn about Consumer rights.
Click to expand...
Click to collapse
Buying direct from Google won't help. When I had to have my Nexus phone replaced, under warranty, I called Google since I bought it on the play store. They gave me a number to Samsung(It was a Galaxy Nexus) and Samsung did exactly the same thing. I had to go to Wal-mart and buy a cheap flip phone to use for 2 weeks while Samsung replaced my 2 month old phone which I had bought from the Google Play Store.
It is definitely nice to go to an apple store and have a replacement in 10 minutes if you have a bad phone... I had an issue with my galaxy s4 and at&t didnt have any in stock to replace it with.... Bad experience.
I actually feel nothing is wrong with the warranty service options the OP mentioned.
It would be above average for the industry.
If I bought a premium car like Lexus then I would expect a nice loaner if my car needs works.
But if I paid for a Toyota, then it's up to the dealer ... a shuttle ride is nice enough.
I even bought my 2012N7 over ebay, haha. Worst case, I just call Asus.
Unless Google promises something and doesn't deliver ... otherwise, it's up to them (that's why I normally
talk nicely to the customer-service people).
sigaiser said:
I'm not going to reply, much, to your sarcasm other than to say that if you think I expect more from Google than anyone else, then you're sorely mistaken but entitled to your opinion. If you read any of the post, and you comprehend written text, you could easily deduce that I was stating their current policy (unwritten mind you) on buying from third party retailers.
With that being said, how about being constructive vs. Being a smart ass. Thanks for reading.
Sent from my Nexus 7 using XDA Premium 4 mobile app
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Click to collapse
But, I'm only good at smartass comments.
i had my nexus 4 RMA due to faulty screen and i had the most wonderful experience, the lady i spoke to gave me no trouble what so ever promptly sent me an email with the order replacement link, put the hold on my card and 2 days later brand new N4 at my door, i would actually prefer to order directly from them after that experience
Also had a good experience with the nexus 4, screen was super dim, Google sent me a new one and have me a shipping label to send my old one in the same box
Sent from my Nexus 4 using xda app-developers app
One of the reasons why I always buy from companies with excellent customer service.
Few examples..
Bought a Galaxy Nexus from Amazon and after 6months+ it developed a fault.. cant remember what it was. So me being me... its been 6months+ I contact Samsung because its been so long. They told me they can get it fixed within a week. I get it back and its worse then when i sent it. I tried again.. sent it, came back and still as bad. I contact samsung again and explain to them. They said they will contact me within a few days.
While waiting i thought what the heck... Contacted Amazon and explained Samsung has wasted my time and if possible would like a refund. They said ok right away and got my money back! Samsung contact me and I vented out to the manager/supervisor on the line and all he could say was thats great that you got a refund....
Bought a Nexus 4 direct from Google.. Again after 6months+ it starts over heating. Contact google and they said we can replace it for you no problem. They sent out a new one while i still had the faulty one.
I would pay more for a product just to have great customer service then to get it a little cheaper and have next to no customer service.
So uh, you're mad because you have to ship your tablet back to the manufacturer to replace it?
Yeah man, that's total BS! Having to send it back to the manufacturers so they can fix it, it isn't like you do that with any other product you own right?
N7 2012 woes
@ sigaiser
I understand your frustration. I have an old Nexus 7, which I bought in the UK from PC World. It developed a fault where it would not charge. PC World referred me to ASUS, who ran through various ideas to fix it (most of which I had tried after internet forum searches), gave me a code and an RMA, and told me 7 to 10 days. It was picked up by the courier for next day delivery to Triage Services, who do ASUS repairs in the UK. After 4 weeks, it came back and still had exactly the same fault. (Later, I found that Triage had replaced the motherboard.) SO after another couple of days of trying to sort it out again, I rang again and got another RMA and an email telling me to book it in. I was also told that I should have been told "up to 30 days" not 7 to 10. The courier web site this time told me I'd have to pay for the return (different courier first time) though subsequently ASUS complaints told me that that was a courier error. Away it went again, and came back with the battery re-seated. It did not charge up, so off it went again. After another couple of weeks, making a total of 8 1/2 weeks, it came back with a new wall charger - supposedly that was no longer charging (even though when it left, it happily charged my Nexus 4). I HAD told them it was not that, as 3 different chargers would not charge The Nexus 7. It lasted that day, then refused to charge fully overnight, and charging to a lower % each night. All ASUS would offer was another RMA. :crying:
In the end, I threw myself on the mercy of the team at PC World, and asked if there was anything they could do - perhaps a discount on a different tablet. They had a chat, and gave me a new Nexus 7, this time with their "Whatever Happens" replacement insurance. Result. In future I think I will be getting my stuff from them with that guarantee.:laugh:
The current Nexus 7 charges up MUCH faster than the first one ever did, so either something had been changed, or the first was always faulty.
ASUS had been helpful, but they required THREE parts of the tablet replaced before they'd replace the whole thing. I had only had one so even though I'd lost it for more than 2 months out of the 12 month guarantee they would not consider either a replacement, or even extending the warranty for the 2 months I had been without.
Triage services, on the other hand, who supposedly did the repairs, I have no time for. First time round, they booked the tablet in to their workshop 5 days after they got it (thus showing ASUS that they were working on it faster than the truth). Then clearly they never actually tried it any of the three times before returning it.
joshyc5 said:
So uh, you're mad because you have to ship your tablet back to the manufacturer to replace it?
Yeah man, that's total BS! Having to send it back to the manufacturers so they can fix it, it isn't like you do that with any other product you own right?
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Click to collapse
No, I'm not mad I have to send it back to the manufacturer. I'm mad because that is the ONLY option to send it back. Google told me on the phone if I bought it direct from them, they would send out a replacement right then and there. So what's the difference? GameStop is an authorized retailer. It's not like it was a black market knock off from Amazon. And as far as Asus goes (who is the manufacturer yet not a reseller), they offer no way to have a replacement sent, even with a credit card hold. So the ONLY option is to go without and wait 2 weeks, or whatever the turnaround time ends up being, without the product you paid for. That's what makes me mad.
And maybe I'm missing something, but what I can't get over is the fact that it's made for Google and sold by Google, yet Google is not supporting products sold by third party retailers although it carries their name.
Sent from my HTC One using XDA Premium 4 mobile app
I really don't see a 1-1.5 week wait as being that big of a deal, sure it would be nice to get it replaced with a new one but they do not have to offer that to you. The warranty doesn't say that they offer replacements at the first sign of an issue. Since you bought it from a 3rd party retailer I wouldn't expect Google to take care of it since it is an ASUS tablet. If you'd purchased it from the Play Store and they wouldn't help then that would be a problem.
They just couldn't move as fast as you *commanded* them too? F off.
aiiee said:
They just couldn't move as fast as you *commanded* them too? F off.
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Lol, whatever. Easy to hide behind a screen name. You wouldn't say it to my face so why say it online?
Either way, moderators, just close this thread. Obviously no one has the intelligence to understand the point I was attempting to make so it does no one any good for it to remain open as its only going to turn ugly.
Sent from my Nexus 7 using XDA Premium 4 mobile app
I got my Nexus 7 for Christmas. Immediately after using it I started having random reboot issues, as well as touch screen response problems. I requested an RMA and paid to have it shipped to ASUS. I received my device a little over two weeks later. I couldn't tell you if the reboot issue is fixed or not, because I haven't used the device at all. After pulling it out of the box I noticed that the bezel was cracked and missing a piece on the bottom left side of my device.
What kind of horrible Quality Control process does ASUS have when they repair a device?! Obviously they broke it while opening it up to replace whatever they replaced internally (motherboard maybe?). I sent an email to ASUS immediately after noticing the problem and said I wanted them to repair it ASAP and that I would not be paying for shipping again. I have not received a response, but received an automated message providing me with a new RMA number. No email from a customer service representative apologizing or offering to cover my shipping costs.
I'm pretty annoyed with Google/ASUS and don't think i'll ever buy an ASUS product again.
Just though I'd share to warn anyone else who may be on the fence.
Why was it not taken to the establishment that sold the device? Google or Asus should be your last step not the first, it's like you people are just looking for reading to cry about now
Sent from my Nexus 7 using Tapatalk
z0phi3l said:
Why was it not taken to the establishment that sold the device? Google or Asus should be your last step not the first, it's like you people are just looking for reading to cry about now
Sent from my Nexus 7 using Tapatalk
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Click to collapse
Because I bought the device online through an ebay retailer. Therefore Asus was my first step.
z0phi3l said:
Why was it not taken to the establishment that sold the device? Google or Asus should be your last step not the first, it's like you people are just looking for reading to cry about now
Sent from my Nexus 7 using Tapatalk
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You know they knew it was broken and they prolly wont help him.
joelcripes said:
Because I bought the device online through an ebay retailer. Therefore Asus was my first step.
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The seller is still the first step, could have had a new replacement and not a refurbished replacement
Sent from my Nexus 7 using Tapatalk
z0phi3l said:
The seller is still the first step, could have had a new replacement and not a refurbished replacement
Sent from my Nexus 7 using Tapatalk
Click to expand...
Click to collapse
Thanks for taking the time to participate in my thread. You've been a huge help!
joelcripes said:
Thanks for taking the time to participate in my thread. You've been a huge help!
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Click to collapse
He's right though. If you are within 30 days (or whatever the return window is), always exchange it for a new device. RMA should be a last resort. I just went through this with Dell with my Venue 8 Pro. I called Dell for tech support and they wanted me to send it in. I told them there was no way in hell I was sending a brand new tablet in for repair and I am just going to exchange it through Amazon. What amused me is that they insisted I don't do that and send it in to Dell. I told them to suck it.
With the situation you are in, I would keep calling Asus until you get ahold of someone who is actually helpful. I've never dealt with them before so I don't know how hard a task that may or may not be. Where was the tablet purchased from? If it was from Google, you might want to call them and explain the situation, they have seriously awesome customer service.
z0phi3l said:
Why was it not taken to the establishment that sold the device? Google or Asus should be your last step not the first, it's like you people are just looking for reading to cry about now
Sent from my Nexus 7 using Tapatalk
Click to expand...
Click to collapse
While I agree in principle, taking it back to the dealer first doesn't always work. Best Buy for example, has a 14 day limit. I bought my Transformer Prime from a company that simply refused to do replacements or returns (on the Prime specifically, for the record.. they must have heard in advance of the problems with that device...). It's even worse with Google because although it's a Google device - made for Google and sold on their website as their product - if you buy it ANYWHERE but from Play, they won't touch it.
I hate to make the obvious comparison but... consider iPad owners. Regardless from whom they buy the tablet - they can take it to any Apple Store or have it returned to Apple for repair. For them, Apple is the FIRST place you go unless you're returning it for a refund. And in general, Apple actually fixes the defective device (if it's within warranty period or if you have AppleCare) without giving the customer a hassle.
The guy's complaint is basically 'why can't ASUS be that good' - your response seems to be 'because they aren't.' More to the point, consider what you're actually suggesting: that ASUS is such a poor company to deal with that you shouldn't deal with them until you're out of options. Worse, you're suggesting that this is OK and that the guy is at fault for expecting the company that makes his tablet to be responsive and helpful.
That's kind of.. bizarre.
z0phi3l said:
Why was it not taken to the establishment that sold the device? Google or Asus should be your last step not the first, it's like you people are just looking for reading to cry about now
Sent from my Nexus 7 using Tapatalk
Click to expand...
Click to collapse
Yeah, its his fault that someone else damaged his tablet, right?
XDA users are so rude these days...
Swiss asus repair is pretty good. Got 2 tablet with defects and they fixed it in 2 and 3 weeks.
It depends where you send it for repair.
Asus repair issues? First I've heard of that...
Being in the computer retail and service industry, I sell MANY asus monitors, and I've had great success with them not having issues. Only twice have I had to deal with customer service, and in both instances they sent me replacement monitors and a shipping label to return the defective units.
That's a real shame you've had a bad experience with them, and as someone suggested, call customer service and request a higher level tech support/customer service agent until you are satisfied.
For future reference, do that for every customer service line you ever have to call, EVER.
While browsing, I found this report about a user's abysmal experience with the Asus customer support for a RMA'd N7 2013:
https://productforums.google.com/forum/#!topic/nexus/rlSedvctvIg
I have been following all the heart ack involved with 6p turning off and boot looping. i was lucky i purchased my 129 gig from a friend who purchased new on play store 11/16. june, 2016 i got a free replacement from google has i had a series of issues that could be fixed.
i have called both huawei and google--both will process return
huawei with a 5 day turn around time ie i have no use of a 6p for 5+ days. i have an old back-up which i don't like, but can survive if necessary
-i have read on this board that huawei replaces a mother board and provides a new battery
google will send me a 128 gig 6p, and i have a week to return my troubled 6p a no=brainer or maybe not??????????
-there have been postings here that memebers have received malfunctions replacement phones from google
-read postinga that 128gig phones did not sell well and frequenrly new 6p's are sent
-if google not repairing the mother board, is that a great reason to return through huawei???
any thoughts. i realize that many intelligent people have different opinions as to whether the issues are hard ware or software based?
bob in miami who loves his 6p when it works well. there really is not another phone out there i prefer. i am with verizon because of the coverage. otherwise i hate V with a passion. i do not want to be locked to verizon
Hey Bob in Miami; I went with Huawei. I spoke to them on a Sat., they required pictures of all 6 sides of the phone. Then I called them, they checked the pics and told me within 24 hours they will send me via email a return postage label. That came on Monday morning. I formatted my phone, didn't want the slim possibility of anyone getting my data, wrapped it up and dropped it off at UPS on a Tuesday. Of course I got a receipt. My service center was in Texas. I got a notice they got it on Wednesday and received an email Monday telling me they are going to replace it. You have to be home to sign for it, UPS came Wednesday. Like I said elsewhere, mine was a 10/10 and this was about a 9/10. I did get back a 128gb instead of the 32gb I sent them. Time will tell the condition of the new/old phone, but I was OK with the process from Huawei.
Good luck.
Go with huawei, they used UPS overnight shipping for both outgoing and incoming service.
Gang i am most concerned about the quality of the repair or replacement device.
H--do they replace the motherboard?
G--seems to be shipping some quality replacements and some non-quality replacements.
-------------
shipping: google is far superior for me. they send me the replacemnt and i have a full week to return my old phone.
this means i am never without a nexus 6p. google pays all shipping expense
I spent the extra 80 on the replacement plan after three months I had to use it I did my claim and they sent me one before I had to send one. Looked brand new even had to do all the updates
Sent from my Nexus 6P using Tapatalk
Google seemed faster. Huawei wanted me to ship for repair then send back..... I think.
Google just sends you one and requires your old to be returned in the mail
Looking to return my device as it is having the battery issue and the screen is separating from bottom of the chassis. I have Nexus Protect, what do you guys think would be the best route? Also, have any of you had a hold put on their bank account while the return process is active?
Does Hauwei actually replace the motherboard or just send a refurb like google?
to the poster above: save your $79 and let google send you a refurb at no cost. battery issues permit out of warrantee replacement with zero cost.
bob52r said:
Does Hauwei actually replace the motherboard or just send a refurb like google?
to the poster above: save your $79 and let google send you a refurb at no cost. battery issues permit out of warrantee replacement with zero cost.
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Huawei replaced with my motherboard, and with 128GB one instead of 64GB I got originally.
did they replace the mother board or give you a different phone? how do you know?
yangqi said:
Huawei replaced with my motherboard, and with 128GB one instead of 64GB I got originally.
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Same here. And they did it in 1 week.
kenhicg said:
Same here. And they did it in 1 week.
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They gave you the 128?
galaxys said:
They gave you the 128?
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Yes
Sent from my Nexus 6P using Tapatalk
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.
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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.
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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.
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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.
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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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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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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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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.
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
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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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Click to collapse
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