Who to contact about faulty Nexus 5

[klimaxo]

Do I contact LG or Google? My touchscreen keyboard doesn't work and when I try to navigate the slidebar for playing music it acts like nothing has been pressed. So obviously I want replacement, it's been around 8 months or so since I bought the phone.

 

[BynoUK]

Tried a factory reset? As that's what they'll suggest before replacing it.

You'll contact Google by the way.

I'd advise trying to get to the bottom of the issue first, software issues are usually fixable easily enough.

 

[Rxpert83]

I know we just had a thread about it, but for the life of me I cant find it .

https://support.google.com/nexus/#topic=3415518

Click "contact us" at the top right.


Edit: Ah, its here:
http://androidforums.com/nexus-5/855209-warranty.html

 

[tsaunders]

You say the touchscreen keyboard doesn't work, does this also mean the lower portion of your screen doesn't work?

This sounds more like a software issue than something wrong with the screen. As someone else suggested do a factory reset (which they will make you do before they say something is wrong with it) and see if that fixes the issue.

 

[klimaxo]

Factory reset did nothing

 

[ScoobyWRX]

Depends where you got it, if you bought direct from The Play Store then it's Google, if from a phone shop as part of your tarrif then it's LG, at least that's what I had to do 😃

 

[SiempreTuna]

I just had a very similar problem with the screen on my Nexus 4: the bottom of the screen - with the home etc buttons - stopped working entirely and I had to rotate the screen to use it. Total PITA.

As I got my phone from the Play Store, I contacted Google. Even though I'd already tried a factory reset and told them that, just as the other posters said above, the first thing they did was tell me to backup then do a factory reset followed by a reset in recovery mode (links also cover the Nexus 5).

Needless to say, the second factory reset etc didn't help.

I was then given a link to buy a refurbished phone. This was sent along with a pre-paid bag to return my existing phone. The returned phone will be examined and if Google deem it to be a genuine warranty repair, the cost of the replacement phone will be refunded.

The good news is this means I had zero time without a phone. The not-so-good news is that I may have just paid $300 for a second hand, two year old phone when I could have bought something like the brand new, just released Moto E for under $150.

 

[mogelijk]

I just had a very similar problem with the screen on my Nexus 4: the bottom of the screen - with the home etc buttons - stopped working entirely and I had to rotate the screen to use it. Total PITA.

As I got my phone from the Play Store, I contacted Google. Even though I'd already tried a factory reset and told them that, just as the other posters said above, the first thing they did was tell me to backup then do a factory reset followed by a reset in recovery mode (links also cover the Nexus 5).

Needless to say, the second factory reset etc didn't help.

I was then given a link to buy a refurbished phone. This was sent along with a pre-paid bag to return my existing phone. The returned phone will be examined and if Google deem it to be a genuine warranty repair, the cost of the replacement phone will be refunded.

The good news is this means I had zero time without a phone. The not-so-good news is that I may have just paid $300 for a second hand, two year old phone when I could have bought something like the brand new, just released Moto E for under $150.

In my case, with a recent problem with my Nexus 5, Google removed the hold on my card as soon as UPS accepted my phone return. They didn't even wait for LG to receive, much less examine, my Nexus 5.

 

[exninja]

In my case, with a recent problem with my Nexus 5, Google removed the hold on my card as soon as UPS accepted my phone return. They didn't even wait for LG to receive, much less examine, my Nexus 5.

Same here. Just shipped back the old phone yesterday and the charge on the CC is gone.

The good news is this means I had zero time without a phone. The not-so-good news is that I may have just paid $300 for a second hand, two year old phone when I could have bought something like the brand new, just released Moto E for under $150.

Worst case is you may have received a 9-month old second hand phone. We bought our phones in December so we figured the refurb probably isn't any worse off than the one we sent back, AND the refurb doesn't have the problem that the old one had. However, like you said, you're rolling the dice with Google's return method but they don't leave you without a phone. Considering the only real "wear" item is the battery, I have to assume that they don't replace the battery in the refurbs but maybe I'm wrong???

 

[SiempreTuna]

In my case, with a recent problem with my Nexus 5, Google removed the hold on my card as soon as UPS accepted my phone return. They didn't even wait for LG to receive, much less examine, my Nexus 5.

Same here. Just shipped back the old phone yesterday and the charge on the CC is gone

Thanks for the feedback: sounds good! I haven't actually checked my credit card (I wouldn't know how): I thought something would come through via e-mail or on my Play Store account.

Worst case is you may have received a 9-month old second hand phone

Actually, I have a Nexus 4 so my replacement could actually be up to two years old - but you're right: at least it works

Considering the only real "wear" item is the battery, I have to assume that they don't replace the battery in the refurbs but maybe I'm wrong???

Exactly what I was wondering. On the one hand, I'm returning a phone with a 2 year old battery: I can't expect a new one in return. On the other hand, my battery wasn't abused: I have no idea what a battery from someone else's phone has been through

 

[exninja]

Thanks for the feedback: sounds good! I haven't actually checked my credit card (I wouldn't know how): I thought something would come through via e-mail or on my Play Store account.

I got an emailz from Googlez saying that the transaction thru Play Store was canceled, so I went to check the CC and sure enough, it was gone.

Actually, I have a Nexus 4 so my replacement could actually be up to two years old - but you're right: at least it works



Exactly what I was wondering. On the one hand, I'm returning a phone with a 2 year old battery: I can't expect a new one in return. On the other hand, my battery wasn't abused: I have no idea what a battery from someone else's phone has been through

If it's a Nexus 4, then how long is the warranty? Just curious. I could go look, but laziness.

 

[mogelijk]

I got an emailz from Googlez saying that the transaction thru Play Store was canceled, so I went to check the CC and sure enough, it was gone.



If it's a Nexus 4, then how long is the warranty? Just curious. I could go look, but laziness.

I'm 99% sure the Nexus 4 had a one year warranty. It seems like a lot of people bought the Nexus 4 in August/September of last year after the price dropped to $200.

 

[JBentleyR]

Originally Posted by exninja
Considering the only real "wear" item is the battery, I have to assume that they don't replace the battery in the refurbs but maybe I'm wrong???

Exactly what I was wondering. On the one hand, I'm returning a phone with a 2 year old battery: I can't expect a new one in return. On the other hand, my battery wasn't abused: I have no idea what a battery from someone else's phone has been through

Would they replace the battery (if supplying a refurbished phone) if requested - at extra charge, of course?