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CrystalSC
Member
I've started experiencing this problem as of yesterday 1/1. I got my phone on 11/11 so why, not quite two months later it has started having this issue is beyond me but sadly, it's not one I can overlook.
Issue: On incoming or outgoing calls, callers cannot hear me well on my N5 handset. They say I sound "down a hole" or "muffled" with very low volume. Sound is also a bit crackly.
Notes: Speakerphone works fine for incoming or outgoing calls. While sound quality is not ideal on speakerphone (still a bit crackly) it is of suitable volume level and callers can hear me on my N5 well enough to have a smooth conversation.
Other Notes: Tried turning off and turning back on phone with no change in result. Someone in this forum thread suggested that the problem lies with the noise cancellation microphone on the top of the device. I tried covering that up with my finger and it did improve the issue a little bit. Volume was slightly louder and less "far away" however was still not well enough for day to day calling.
I'm afraid I may have to try a factory reset which I really don't want to do or I'm going to have to call Google. This is so disappointing. I've loved this phone other than the sound/audio issues. (I've had a few instances of audio problems before.) If Google can't state the problem, I'm not confident that just sending me another N5 is going to solve the issue.
$400 is A LOT of money for me so when I pay that much for a phone, I expect it to work. I'm really hoping that I don't have to jump to another type of phone. Especially since I've already changed my carrier plan, accessories, etc...
ETA: I called Google and they just gave me an RMA# and are sending me a new N5. The fact that they just immediately said, "Okay gonna send you a new one." kinda worries me that they don't know what the heck the issue is or how to easily fix it. I sure hope the new one doesn't have the same issue. If so, I will demand they give me a store credit towards another device.
Issue: On incoming or outgoing calls, callers cannot hear me well on my N5 handset. They say I sound "down a hole" or "muffled" with very low volume. Sound is also a bit crackly.
Notes: Speakerphone works fine for incoming or outgoing calls. While sound quality is not ideal on speakerphone (still a bit crackly) it is of suitable volume level and callers can hear me on my N5 well enough to have a smooth conversation.
Other Notes: Tried turning off and turning back on phone with no change in result. Someone in this forum thread suggested that the problem lies with the noise cancellation microphone on the top of the device. I tried covering that up with my finger and it did improve the issue a little bit. Volume was slightly louder and less "far away" however was still not well enough for day to day calling.
I'm afraid I may have to try a factory reset which I really don't want to do or I'm going to have to call Google. This is so disappointing. I've loved this phone other than the sound/audio issues. (I've had a few instances of audio problems before.) If Google can't state the problem, I'm not confident that just sending me another N5 is going to solve the issue.
$400 is A LOT of money for me so when I pay that much for a phone, I expect it to work. I'm really hoping that I don't have to jump to another type of phone. Especially since I've already changed my carrier plan, accessories, etc...
ETA: I called Google and they just gave me an RMA# and are sending me a new N5. The fact that they just immediately said, "Okay gonna send you a new one." kinda worries me that they don't know what the heck the issue is or how to easily fix it. I sure hope the new one doesn't have the same issue. If so, I will demand they give me a store credit towards another device.
zipred
Android Expert
Why be so suspicious...
When I experience good customer service and a fast response, I appreciate it.
Every single smartphone no matter the price or manufacturer, are mass produced. They can't all be perfect, that's why all products of substance come with warranties.
My family is up to six Nexus 5 models, all excellent and fault free. Why six when previously it was a diverse mix of models? Simply because after I bought the first one, the phone performed in an exemplary fashion. So much so that the rest of my family wanted one of their own.
We use both AT&T and T-Mobile as our carriers, calls are clear crisp and strong. As much as I still enjoy my Note 3, the Nexus 5 is an amazing Smartphone.
Perfect? No... Excellent? Absolutely !
CrystalSC
Member
Don't assume I don't appreciate good customer service. I personally have exceedingly high standards for customer service.
I'm glad your family is having a great experience with your N5s. But please don't assume that just because you haven't had any trouble with yours that other people are just 'bad lemons in the mass harvest'.
I can be a bit suspicious because many people seem to be reporting microphone & audio issues. I've read reports of the problems on a variety of different types of sites from people in many different locations. Many people saying the same thing could mean software or hardware issues. That would make me wonder a little if my replacement unit might have the same issue.
I can also be a little suspicious because I paid $400 for a phone. That is not something I have ever done before and for me, that's a lot of money.
How long has your family had your N5s?
Do Google operate the same as Apple ?. I had 4 iphone 4S's in 10 months as they kept changing them,with refurbished handsets NOT new ones.This has led me to try to fix the phone i have first these days and only replace it as a last resort.
Since the 4.4.2 update my handset has been much better except for "dropping" if thats in fact the term.
I get a call to say i've got a voicemail only to discover i had bars showing at the time of the call but it still went to voicemail.I did contact my carrier yesterday and they reset the voicemail so hopefully,that issue will be resolved.
Since the 4.4.2 update my handset has been much better except for "dropping" if thats in fact the term.
I get a call to say i've got a voicemail only to discover i had bars showing at the time of the call but it still went to voicemail.I did contact my carrier yesterday and they reset the voicemail so hopefully,that issue will be resolved.
Hook
Ever since DU... ;-)
Generally, no. If you were being directed to send your phone to LG for warranty repair, LG might send you a refurb, but when Google sends you a replacement directly from their warehouse and provides an RMA label to return yours to LG, you are getting a new unit. Google doesn't do repairs and they don't sell or warehouse refurbs.
Thats good to know.
jj14x
Android Expert
Hmm - I'd probably interpret that differently. If they are willing to send you a new one immediately, that is probably because they know what the issue is, and that they know that it can't be fixed over the phone or with a factory reset.
If they didn't know what the issue was, they'd ask you to factory reset the device, and try some troubleshooting steps before they offered to replace it.
Regardless, hopefully the replacement device works fine.
zipred
Android Expert
Respectfully... I was simply sharing my thoughts. At no time was I assuming.
If you re-read my post you'll notice I did not accuse you of anything. I NEVER said anything about lemons, nor did I make any claims relating to others Nexus 5 models.
By your own words you are doing the assuming.
I have the first Nexus 5 I ordered, after finding it so excellent I then purchased the others for my family members.
Just now I went to: settings / about phone / status / up time: on my Nexus 5 it's 432 hours.
CrystalSC
Member
So you've had it 18 days or that's just your most recent up time since a reboot? I had my phone for a month and a half before this particular problem occurred (though there were others). So a problem can arise at any time. Hopefully none will for you.
Hopefully none will for me either on my replacement.