Galaxy Nexus Warranty from Google Play

[Checkka]

How does the Galaxy Nexus warranty process work? The Google Play website and Samsung website are very unclear about how coverage works.

Google's page (Galaxy Nexus limited warranty - Google Play Help) says its 12 months under Samnsung, but when you follow that page it turns out it only lasts 14 days!

Samsung

The link in '2.2. Post Fourteen (14 Day) Limited Warranty Process' goes to the same page

 

[Petrah]

Don't quote me on this (because the text is so tiny it's difficult to read for me), but I think the information is a bit different within the little booklet that comes with the phone. The warranty information starts on page 47... I cannot see anything that says less than 12 months for the phone. Not saying it's not there, just that I cannot find it if it is.

Be sure to check the booklet, or you could even call their support line (if you can find it) to ask for clarification.

 

[tonytouch311]

14 day replacement from google. 12 month repair warranty from samsung i believe. Just had to get my power button replaced, took samsung nearly two weeks to fix.

 

[DragonSlayer95]

14 day replacement from google. 12 month repair warranty from samsung i believe. Just had to get my power button replaced, took samsung nearly two weeks to fix.

Meh, I think I'd rather pay a deductible through carrier to have phone replaced than go without a phone for 2 weeks for us that doesn't have a spare phone laying around to use in the mean time.

Sent From My HTC Evo 3D Using TapaTalk 2

 

[SlyFerret]

Looks like I get to play this Samsung warranty game. The volume up button on my Google Play Gnex stopped working yesterday.

Hopefully this isn't too big of a hassle!

-SF

 

[sdill42]

If you discover a problem in the first 14 days, you can return it to Google and get your money back or a new phone. If not, you're stuck with Samsung by mail, no stores to bring it into for instant repair/replacement, and horrible tech support service from both companies (who bounce you back and forth between them, and tell you to do things like put your phone into airplane mode while you're talking to them on it -- which disconnects the phone of course!).

I was sold a dud phone from Google Play with broken wifi, but I didn't fully debug the problem in the first 14 days, so I'm stuck with Samsung's slow service by mail. Google has made it clear that they will not support me, even though I bought a faulty product from them. I've now been a month and a half without the phone while I've sent it back to Samsung twice for repairs -- it came back in even worse condition after the first repair. I strongly recommend that you do NOT buy directly from Google Play, as they're an internet company and don't have a clue how to support real products. While I like my new Android's features better than my old iPhone, I miss the days when I could just walk into the Apple store and they FIX the problem.

 

[mogelijk]

If you discover a problem in the first 14 days, you can return it to Google and get your money back or a new phone. If not, you're stuck with Samsung by mail, no stores to bring it into for instant repair/replacement, and horrible tech support service from both companies (who bounce you back and forth between them, and tell you to do things like put your phone into airplane mode while you're talking to them on it -- which disconnects the phone of course!).

I was sold a dud phone from Google Play with broken wifi, but I didn't fully debug the problem in the first 14 days, so I'm stuck with Samsung's slow service by mail. Google has made it clear that they will not support me, even though I bought a faulty product from them. I've now been a month and a half without the phone while I've sent it back to Samsung twice for repairs -- it came back in even worse condition after the first repair. I strongly recommend that you do NOT buy directly from Google Play, as they're an internet company and don't have a clue how to support real products. While I like my new Android's features better than my old iPhone, I miss the days when I could just walk into the Apple store and they FIX the problem.

I don't think you are being fair to Google Play here, though I agree they could improve their customer service.

In most ways, this is little different than if you bought the phone from Amazon -- Amazon has a return policy that is not that much different from Google Play's, just that it is typically 30 days instead of 14. After that time, Amazon would also send you to Samsung to repair the device. Your problem is with Samsung, not Google, since it is Samsung's device and warranty -- especially if Samsung keeps trying to pass the buck (and not have to pay for warranty repairs) by sending you back to Google. This is no different from a PC company trying to get out of warranty repairs by claiming it is a Windows problem, and telling you to contact Microsoft.

Though it does sound like buying insurance may not be a bad idea for Google Nexus owners, given how Samsung is not providing quality warranty service.

 

[SlyFerret]

I'm well past the 14 days, so I contacted Samsung. They created an RMA ticket for my phone and send me a UPS shipping label to send my handset in for repair. So far, the process has been very smooth. We'll see how it turns out when I get the phone back.

Since I'm a Straight Talk user on one of their Bring Your Own Phone plans, I picked up a $20 Samsung a157 AT&T Go-Phone and popped in my SIM. It has been rough to go back to a flip-phone again, but at least now I've a cheap backup phone to use.

-SF