Database Users

Samsung can be a pain to deal with...

I just wanted to get this out there because I'm curious how common this is. Having previously owned a Nexus One, HTC support was excellent and replaced the phone twice under warranty, no questions asked. Unfortunately, I've had a hard time dealing with Samsung.
I bought my Nexus S on the day of release in December 2010, and had no major problems with it until May of this year. It's the best phone I've ever owned. In May, the screen started becoming unresponsive so I called Samsung and they said I could ship the phone in for repair and they would pay UPS ground shipping each way. I live near San Francisco, so this would be 5 days each way to Plano, TX where the repair facility is located. No problem, I figured, as long as I get my screen fixed. For the meantime I purchased a new Nexus One on Amazon since I would be without a phone for at least a couple weeks. So I sent in the Nexus S, it took them a week to repair the phone after receiving it, so I was without my Nexus S for three weeks.
So I get the phone back and... bam... screen still doesn't work right. it's nearly completely unusable. Turns out they updated the software, tested it as working, then sent it back. I called Samsung again and after escalating to level three and being on the phone for an hour, they agree to do two day shipping each way and replace the screen components. This is fine with me, as long as the phone gets fixed. I sent the phone in again, and while they two day shipping helped, it was still two weeks that I didn't have my phone.
I get the phone back, and of course, the screen STILL didn't work right. It was so bad I couldn't even type out a text. So I call Samsung again, escalate to level three, and pressure to get the phone switched out. The support rep agrees, and says he has to put in an appeal to get the phone switched out. He said he'd call me back within the next few hours with the result of the appeal, which he did, and my request was approved. So I send the phone in again, two day shipping, and it takes about 5 days to be processed and for a refurbished phone to be sent back to me. Unfortunately, then sent it back ground, so it was 5 business days before I got the refurbished phone.
Once I got the refurbished phone, it did have a few nicks and dings, but it worked perfectly, just as my previous Nexus S had prior to May. The funny thing was the refurb was sent to me already running Cyanogen, which leads me to believe they don't QC their refurb phones very thoroughly, but it was okay since everything seemed to be working as it should. But then a couple days later I tried to use the headphone jack and it didn't work at all. It was completely dead. Go. F'in. Figure.
So I called Samsung again, the level one rep agreed to send the phone in for repair, but he couldn't do anything faster than ground shipping and I didn't feel like wasting more time on the phone. The repair facility received the phone yesterday, so we'll see how it goes. I assume a headphone jack will be easier to repair than the screen was.
I guess what irks me the most was I paid $570 (after taxes) to buy the phone outright, and here I really haven't had it since June when I first started to send it in for repair. I've had to waste my time and their time for a problem that should have been fixed on the first occurrence. Thank god I bought a new Nexus One for the meantime. I would also like to mention Best Buy was no help during any of this either. When the problem first started, they kept saying all they could do was work with Samsung to send it in to the repair center, except I would have to pay half of the shipping. That's just crazy to me, but not surprising.
One last thing I can say is everyone I have talked to at Samsung has been friendly. Level 1 and 2 are obviously offshore, while three are within the United States, but it didn't matter, all were equally friendly and seemed to do their best to help me. They just don't seem to have the power to do much other than send a shipping label for repair.
Sorry about the long rant, but I am obviously a bit frustrated by the whole situation. Fingers crossed when I get the phone back in 10 or so days (my estimate) it will be fixed and functioning properly.

I live in Brazil and here the Samsung support are even worse. But what can i do if they have the best phones?
I hope you get your phone back and fixed without any other delay.
Thx for sharing.
Sent from my GT-I9100 using Tapatalk

yes samsung support is horrible i dealt with them very often, and they will not replace / fix the phone for you if it was already fixed once

I live in america and we don't deal with samsung. if my phone breaks (which is has twice) we go to the Sprint store and both times my phone was exchanged in store. No problems here.

p-slim said:
I live in america and we don't deal with samsung. if my phone breaks (which is has twice) we go to the Sprint store and both times my phone was exchanged in store. No problems here.
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I live in the United States too, but when you buy your phone in full, you don't get supported by a carrier. I would have thought Best Buy would assume the role of carrier in this situation, but that wasn't the case.

desertflyer said:
I live in America too, but when you buy your phone in full, you don't get supported by a carrier. I would have thought Best Buy would assume the role of carrier in this situation, but that wasn't the case.
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That means you must have tmobile. If it's a sprint phone you can take it to the sprint service center
Sent from my Nexus S 4G using Tapatalk

T-Mobile actually has excellent customer support, but they do not sell the Nexus S. Regardless, I just use T-Mobile's network. Simple Mobile is my service provider.

I live in India, My phone had a motherboard issue and they had to replace it. They told it would take 7 days. But i was without my phone for three weeks. If i had paid money for the new motherboard instead of claiming warranty i would have got it in 3 days.
Samsung service sucks.

desertflyer said:
I live in the United States too, but when you buy your phone in full, you don't get supported by a carrier. I would have thought Best Buy would assume the role of carrier in this situation, but that wasn't the case.
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Sprint will repair a phone for free if you have insurance or for 35 dollars if you don't. Doesn't matter if its on or off contract. Screw dealing with the manufacturer.
Sent from my PC36100 using XDA Premium App

In the uk you should be covered under warranty for at least the first year and it is the place of purchase that has to deal with your returns, dont you have this support in the US?

thecoogster said:
In the uk you should be covered under warranty for at least the first year and it is the place of purchase that has to deal with your returns, dont you have this support in the US?
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It depends on the state, but most don't have rules on warranties. Samsung offers 1 year parts + labor, but Best Buy (who sold me the phone) only have a 30 day policy. So basically I have to live with Samsung's support.
Sent from my Nexus One using XDA App

thecoogster said:
In the uk you should be covered under warranty for at least the first year and it is the place of purchase that has to deal with your returns, dont you have this support in the US?
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This. I would never go through what you're going through if I can avoid it. Seven bucks a month is so worth it.
Sprint has been kick ass in this regard too. I once brought in my EVO to a repair center to get a hot spot screen replaced and they did it no questions. Another time I went in and asked for a replacement battery door and they just gave me one with no issues. I love Sprint man.
Sent from my Nexus S 4G using Tapatalk

Samsung have "finished" repairing my phone as of today. Here is what they updated the support ticket with:
Original Problem:
TECHNICAL INQUIRY - AUDIO/SPEAKER/SOUND/VIBRATION - DEVICE SOUNDS INAUDIBLE
Problem found:
RINGERTONE INAUDIBLE/NO ADJUST
Solution:
S/W UPDATED - REPLACED COMPONENT
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Keep in mind the problem was a non-working 3.5mm jack. Needless to say, I have zero confidence the problem is fixed.

desertflyer said:
Samsung have "finished" repairing my phone as of today. Here is what they updated the support ticket with:
Keep in mind the problem was a non-working 3.5mm jack. Needless to say, I have zero confidence the problem is fixed.
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Wow. That sucks.
Sent from my PC36100 using XDA Premium App

I got my Nexus S back Monday and it's fixed! I'm running MIUI on it now. Now that everything is working, I'm remembering why I love this phone. Thanks for letting me vent.
Sent from my Google Nexus S using XDA App

FYI..recent RMA repair service experience

I unlocked the bootloader and had a custom ROM installed.
My headphone jack only played sound out of 1 ear.
Seems like they have received my device at no cost and it says its in state of repair. It's been 5 days and they are still repairing..it's only a headphone jack that needs re inserting...
I'll update but still waiting.

thrutheeyes said:
I unlocked the bootloader and had a custom ROM installed.
My headphone jack only played sound out of 1 ear.
Seems like they have received my device at no cost and it says its in state of repair. It's been 5 days and they are still repairing..it's only a headphone jack that needs re inserting...
I'll update but still waiting.
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Well... From my experience they will send you a quotation for repairs (new mainboard+case+headphone jack(probably)). Check your spam folder 'cause it's possible that this quotation is somewhere there and they've to wait for you to accept it.
If you won't accept their quotation, they will send you broken tablet back, but you will have to pay for expertise. I recommend reading Terms of Use.
Why the mainboard you ask? Well, I had to RMA about month ago and got my tablet back a week ago. They say that if bootloader is unlocked they just HAVE TO exchange it for the new one and YOU have to pay for it. That's the rules. Or so they say.
At least, that's what they're doing in my country.

Agred said:
Well... From my experience they will send you a quotation for repairs (new mainboard+case+headphone jack(probably)). Check your spam folder 'cause it's possible that this quotation is somewhere there and they've to wait for you to accept it.
If you won't accept their quotation, they will send you broken tablet back, but you will have to pay for expertise. I recommend reading Terms of Use.
Why the mainboard you ask? Well, I had to RMA about month ago and got my tablet back a week ago. They say that if bootloader is unlocked they just HAVE TO exchange it for the new one and YOU have to pay for it. That's the rules. Or so they say.
At least, that's what they're doing in my country.
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Been like 10 days since they have had my tablet. I haven't had any contact which the RMA status says.
Checked my mail box.
Been on chat support and they keep saying the next day or later today but nothing.
If they want me to pay for a new motherboard then they can go EFF themselves. It is a **** tablet, its a quad core cpu and the stock is laggy as ****. I shouldn't have to hack it to death to make it somewhat usable. Rather put it towards a gaming laptop.
how much did new mobo cost you? do you have breakdown of your total?

Good experience
I had a problem with the bootloader, it doesn't boot anymore. So I sent my 16 Gb tablet, and after 6 weeks, I recived a refurbished 32 Gb model, so no complaints. It's working very well indeed.

hcoling said:
I had a problem with the bootloader, it doesn't boot anymore. So I sent my 16 Gb tablet, and after 6 weeks, I recived a refurbished 32 Gb model, so no complaints. It's working very well indeed.
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Warranty?

thrutheeyes said:
Warranty?
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Supposed not, but no charge.

hcoling said:
Supposed not, but no charge.
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I have been on Asus chat every day. People on there can barely speak English.
They have had my tablet for about 2 weeks and not been contacted about it.
I've been told for the 2nd time it will be set as high priority and that it's taking time because it's gone to head office :-S
'They are reviewing it and will be contacting the servicing center.' My tablet still at the center, just my case gone to Head Office.

thrutheeyes said:
I have been on Asus chat every day. People on there can barely speak English.
They have had my tablet for about 2 weeks and not been contacted about it.
I've been told for the 2nd time it will be set as high priority and that it's taking time because it's gone to head office :-S
'They are reviewing it and will be contacting the servicing center.' My tablet still at the center, just my case gone to Head Office.
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I had to send mine in four times to get the screen fixed. The fourth RMA, I went on Facebook and told my story about their sorry service. Then I filled out a complaint with the Better Business Bureau. The next day I got a message on FB from a manager that said to send it California so he could look at it and he would send me a new one. And he did send me a new one.

Mine was unlocked and was running blue ROM, and just stopped powering on. I talked to them, sent it in, they wiped it clean, reinstalled jelly bean, and sent it back working fine. No issues at all.
Sent from my SGH-I747M using Tapatalk 4 Beta

Good experience
I was running unlocked bootloader with CWM10.1 and had issues with rebooting during video playback. Filled in the RMA request, delivery guys picked it up from my door and returned it to me a week later with locked bootloader and stock JB installed and the reboot issue fixed. No charge whatsoever.
Pretty fast considering I live in Finland and it wen't to Czech Republic for RMA service.

Not so good with warranty...
Well you guys are lucky. I sent in my tablet because the tablet did not always recognize the dock and the mousepad did not work anymore. So i thought it would be an easy fix, probably the dock connector. Now i have recieved an billing for a new motherboard, no warranty because i have unlocked the device.
This is now the case in the Netherlands, seems like asus has a different ways of working in each country

So day 15, they are telling me they sent be a payment email a couple days ago. I haven't received it. I asked to send me it again but it's something the people on chat can't do and it seems resending an email takes forever.
Dammit, someone finally tells me. ''I'm seeing that the warranty was voided as the bootloader was unlocked"
I'm waiting for this billing email now. I can get a refurbished one for 245 dollars.
I'm gonna pawn this tablet, stupid Asus.
How much did people pay for a new motherboard?

Seeing as I don't live in USA, I'm visiting here. I am going to get my tablet back unrepaired, then go home to the UK and send it off again and see if they will oversee the locked bootloader!

In my case the new motherboard costs €175... Getting it back unrepaired will cost money as well, so think it over well before deciding too quickly

hellboy123 said:
In my case the new motherboard costs €175... Getting it back unrepaired will cost money as well, so think it over well before deciding too quickly
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Yeah **** that, I bought mine with a dock on black friday for 240 quid. I can get a refurbished one in USA for 240 dollars.

So they received my tablet may 30th.
Got email with bill June 20th.
> Parts - $147.00 (Motherboard)
> Labor - $65.00
> Tax**- $
To replace the headphone jack cos sound only was coming out of 1 ear. Unlocked bootloader so I have to pay.
Getting it sent back.

thrutheeyes said:
So they received my tablet may 30th.
Got email with bill June 20th.
> Parts - $147.00 (Motherboard)
> Labor - $65.00
> Tax**- $
To replace the headphone jack cos sound only was coming out of 1 ear. Unlocked bootloader so I have to pay.
Getting it sent back.
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That's bullcrap. They shouldn't have charged you because the headphone jack is hardware. What a crock!
Sent from my C525c using Xparent SkyBlue Tapatalk 2

sadly thats normal. my a700 and tf300t had to be repaired. both were custom rom'd.
i had to pay for both repairs since during boot the unlocked bootloader was visible. (both had screen issues with ghost touches)
best way imho to get warranty is to make sure the bloody thing is not booting anymore whatsoever so they can't check the bootloader.
cheers

Buster99 said:
sadly thats normal. my a700 and tf300t had to be repaired. both were custom rom'd.
i had to pay for both repairs since during boot the unlocked bootloader was visible. (both had screen issues with ghost touches)
best way imho to get warranty is to make sure the bloody thing is not booting anymore whatsoever so they can't check the bootloader.
cheers
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Interesting point

Buster99 said:
sadly thats normal. my a700 and tf300t had to be repaired. both were custom rom'd.
i had to pay for both repairs since during boot the unlocked bootloader was visible. (both had screen issues with ghost touches)
best way imho to get warranty is to make sure the bloody thing is not booting anymore whatsoever so they can't check the bootloader.
cheers
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Agreed.
Here's the funny thing though. I know several people who've had hardware failure and have had the bootloader unlocked. Asus fixed their tablets and didn't charge them a thing.
LOL... how can a headphone jack have been affected by unlocking the BL?? I don't blame him. I'd be 1 pissed off dude. Makes no sense why they fix one and not the other when it comes to hardware.

2day i got my way with Tmobile

today is 2 months since i got my s7 edge well the mike stop working last night when making phone calls. only way for people to hear was either on speaker phone or blue tooth call tech support they verified it is bad and said they will send me another phone. i ask i hope it is a new one because i only had this phone 2 moths today and haven't paid $100.00 yet been monthly is like $24.00 then she said possible refurbish i told her for the money i still owe you give me a refurbish i will cancel my 4 line service right there on the spot and go with at&t or verizon. then after 2 minute on hold she assure me it will be a brand new phone.phone be here on the 19

Like I and others told you in the other forum, most likely then not you'll get a refurbished unit.
Sent from my SM-G935T using Tapatalk

Weird lol
Every replacement I've had for my phones through tmobile jump I've gotten new phones.

guaneet said:
Weird lol
Every replacement I've had for my phones through tmobile jump I've gotten new phones.
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I think his is a warranty replacement and not a Assurant (jump) replacement.
Sent from my SM-G935T using Tapatalk

There's nothing wrong with refurbished phones. They are not all scratched up or gross. They are tested even more vigorously than new phones.
Samsung Galaxy S7 Edge

PDXMatt said:
There's nothing wrong with refurbished phones. They are not all scratched up or gross. They are tested even more vigorously than new phones.
Samsung Galaxy S7 Edge
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Tested my ass, I've gotten a refurb that was not up to participate with a new or better phone

yes no assurant they are shipping the phone to my tmobile store they have to inspect mine for physical damage and my out of pocket damage is $5.00 plus what ever a new screen protector cost been i can't re use the one on mine
shook187 said:
I think his is a warranty replacement and not a Assurant (jump) replacement.
Sent from my SM-G935T using Tapatalk
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ok been i don't get the phone until tomorrow here is the info my soon to be gone. tomorrow ill post pic of new one whether is original or refurbish you guy got me worried now about been refurbish and that the lady is pully my chain my leg.LOL on my 3 cup of coffee:fingers-crossed:

This happened to me. Pay attention before submitting a loss claim. I lost my phone on vacation. My main phone is a nexus 6p and most time carry my sim inside this phone. Took my gs7s in vacation so my girl could use it since it was unlock and we get a local sim. While in the trip the gs7s got lost one night while we were partying. When i came back i submitted the claim and was denied because according to them, what us cover is not the phone but the phone you have the SIM in. I told them the situation but they didn't want to hear them. A tmobile rep was with me in 3 way, so shw said she will speak to a mananger and see what can be done. She told me that tmobile will take care of this claim (this time). They will bill me for $175 claim fee. They shipped a brand new phone in box.
So if is coming from assurance most likely refurb. If is coming from tmobile probably new

i was clearly told my out of pocket fee is $5.00 for paper work nothing else
eduardmc said:
This happened to me. Pay attention before submitting a loss claim. I lost my phone on vacation. My main phone is a nexus 6p and most time carry my sim inside this phone. Took my gs7s in vacation so my girl could use it since it was unlock and we get a local sim. While in the trip the gs7s got lost one night while we were partying. When i came back i submitted the claim and was denied because according to them, what us cover is not the phone but the phone you have the SIM in. I told them the situation but they didn't want to hear them. A tmobile rep was with me in 3 way, so shw said she will speak to a mananger and see what can be done. She told me that tmobile will take care of this claim (this time). They will bill me for $175 claim fee. They shipped a brand new phone in box.
So if is coming from assurance most likely refurb. If is coming from tmobile probably new
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1iwilly said:
i was clearly told my out of pocket fee is $5.00 for paper work nothing else
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That a replacement fee $5, but u have to return ur old device. For loss or water/broken (physical damage). U have to pay $175

You guys are confusing a warranty exchange with an insurance replacement. His phone is being replaced under warranty ($5 processing fee) and will most likely be refurbished. If you damage your phone, it's covered under insurance (Assurant & $175 deductible). Insurance replacements are now also refurbished whenever possible, but you may get a brand new one if the phone hasn't been out very long.
Sent from my SM-G935T using Tapatalk

well you know how some people have luck and others don't well i have what they call the murphy"s law.
well when he took the chatter prove case off . i can't for the life of me believe it dam phone has a crack on the back case and camera lens. look at pic .well so much for that **** call samsung explain about mic issue they said
they have gotten complains after software updates the mic is either intermittent or very low volume
so i have to send the phone to samsung for them to fix.

I really tried to understand that but I'm at a complete loss

ph00ky said:
I really tried to understand that but I'm at a complete loss
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Don't really know what he said either.. but looking at the physical damage, I don't think he's entitled to any warranty fix or replacement.
Sent from my SM-G935T using Tapatalk

here is an update samsung fix the mic and wifi problem under warranty the only thing i'm paying for is $70.00 for a new back cover that became crack unbe known to me
until the case was taken off so i'm happy with that. compare to $175.00 for a refurbish phone thru assurrant and they said i still have 10 months of warranty left from them
should have phone by next tues.

6P return time: better off with using huawei or google?

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

Bootloop, LG and Farewell

Well, it's happened on Monday. Was using my phone and bloop....screen goes off and that's the last time it worked. Gradually got to the stage where it wouldnt even loop but my 5x is dead. RIP.
So, being out of warranty and all I sent an email to LG to see how much it would cost to repair. Reply came back with a series of questions but no "reply to" address. That's one way of hiding from the problem I suppose. For a company to try and avoid their responsibilities for a screamingly obvious hardware flaw is way out of order. At least Samsung had the guts to put their hands up.
Sharing this as part of the grieveing process in a way for the old Nexus devices. Had a 4, a 7 and then a 5x. The Pixels came out but when I saw their price tags and the setups it just reeked of apple (excuse the bad swearing language). Very sad really for someone who rarely went a whole week without the simple process of changing rom or setup or kernel but that was the beauty of the Nexus ethos.
Since Monday evening I have been the owner of a Moto G5 Plus. Only charged it three times since getting it. Ads are part blocked in stock, it's nippy and am moving on with my life post nexus. Trouble is it's still on 7.0 but not a big issue for me.
Anyway, thanks guys and gals for the good times. LEarnt a lot about android, poor customer service and build quality from LG and made some good friends (and enemies) on here.
Keep happy

My 5X also died from last Sunday.... I sent my phone to authorized service (Procordia in Greece). I'm waiting now when the phone will be fixed (changing motherboard).

So I know you already moved on to the G5 plus, but you should see about getting it repaired. Then you could always keep on hand as a .spare device. Mine bootlooped (a second time) well out of warranty but I filled out the RMA request on LG's website (didn't talk to anyone, just like I did the first time) and they fixed it a second time for free. I don't recall how long they did it for, but they extended the warranty
edit: should point out I'm in the US and it might not go as well in other countries

My nexus died on me yesterday, still have 3 days left in warranty. Filed 2 reports to LG to request a repair and have had no email or anything, its as if my request has vanished. This is utterly ridicolous as I need a phone and I'm currently without one and can't afford anything worth buying. Will have to resort to using my Nokia 1600. Shame on LG for being like this

You should try contacting LG via phone and that might work better. The 5X warranty has been extended to 18 months on a case by case basis since this is a hardware problem. If they won't fix it, all you did was spend time on the call, but if you are eligible to have it fixed, you'd have a spare phone.

These bootloops are getting more and more common as our phone ages. Mine froze and shut down randomly and bricked while using it a few months back. Thankfully I bought mine here in the UK from Carphone Warehouse where I sent it for repairs, got the motherboard replaced, and fixed in one week, for free with the 2-year warranty. It sucks that LG aren't willing to help you guys though.

Mine died on me earlier this year. Luckily I had some backup phones. Using my old 2013 Nexus 5 currently. I can get life from my phone here and then but it freezes and shuts down during the boot animation. I bought mine from someone off craigslist so I doubt I'd have any luck getting it fixed by Google or LG. Too bad parts are hard to come by or I would try and buy a new motherboard and replace it myself. I really do miss using the 5X though. Just got to hold off until the end of the year for the next Pixel.

My Nexus 5X also bootlooped itself to death yesterday. I purchased it January 2016 when my Nexus 5 decided to kill itself. Unfortunately I also bought a 5X for my girlfriend at the same time which I'm expecting to go anytime now. I'm currently using my Samsung Galaxy S II that I bought at launch and is still alive 6 years later. Sucks because the only new phone that looks good to me right now is the LG G6, but I don't trust LG anymore so I don't know what to replace it with. Galaxy S 8 is purdy but I don't want to deal with burn in (like on my GS2). Essential also looks nice but doesn't have a headphone jack so that's out. Might have to go Sony with it's gigantic bezels. :-\
Update: Getting a refurbished replacement from Google. Hopefully by the time this one dies there will be some more appealing replacement options.

My second 5X died few days ago. Good phone bad quality

Mine died today. Warranty expired last October but they are sending me a refurb replacement. I've had it since November 2015 and even Bought it off swappa so I feel fortunate in one way but a phone should last a lot longer than that.

Tulsadiver said:
Mine died today. Warranty expired last October but they are sending me a refurb replacement. I've had it since November 2015 and even Bought it off swappa so I feel fortunate in one way but a phone should last a lot longer than that.
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Who did you go through? Google or LG? I bought mine from someone off Craigslist but haven't tried asking for a replacement since I've never had any type of warranty. Did you have to show any kind of receipt of buying it or anything or did they just simply say "Ok" and send you a refurbished one? Also, did you call them or email them?

jsgraphicart said:
Who did you go through? Google or LG? I bought mine from someone off Craigslist but haven't tried asking for a replacement since I've never had any type of warranty. Did you have to show any kind of receipt of buying it or anything or did they just simply say "Ok" and send you a refurbished one? Also, did you call them or email them?
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I went through Google. All they did was ask for and run the lME number. I did not expect anything to come of it but I thought it was worth a try. I chatted online.

Tulsadiver said:
I went through Google. All they did was ask for and run the lME number. I did not expect anything to come of it but I thought it was worth a try. I chatted online.
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Well I just might do the same. If you bought it from a third party and it died yesterday and your already getting a refurbished one, I think I may have a shot. Good to know. Thanks

Well. Some progress here too.
Decided to give LG a go but as I bought it over ebay they wouldnt entertain any warranty work but gave me their out of warranty people called SBE here in the UK.
Contacted SBE and without any commitment on their behalf the fella said that they would look at it and if its not showing signs of damage and water etc then it should be covered as they have permission to replace faulty motherboards with only postage costs.
So am packing the phone off to them and see what happens. Anybody else experienced this route? Would be worth getting it fixed just to sell the damn thing afterwards.

jsgraphicart said:
Well I just might do the same. If you bought it from a third party and it died yesterday and your already getting a refurbished one, I think I may have a shot. Good to know. Thanks
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Sure,
the verbage is a bit intimidating saying that they are putting full price for refurbished on hold on your account to see if it is covered by warranty but what they want to do is make sure you didn't run over it or drop it from a ten story building.

Tulsadiver said:
Sure,
the verbage is a bit intimidating saying that they are putting full price for refurbished on hold on your account to see if it is covered by warranty but what they want to do is make sure you didn't run over it or drop it from a ten story building.
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So you have to send the broken phone to them I assume?

jsgraphicart said:
So you have to send the broken phone to them I assume?
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Yes, and then when they receive it and see it's not physically damaged (water, smashed screen) they refund you back the price of the phone. I didn't have to pay shipping either way.

oprah winfrey said:
Yes, and then when they receive it and see it's not physically damaged (water, smashed screen) they refund you back the price of the phone. I didn't have to pay shipping either way.
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It's kind of funny they would even hold onto the price of the phone seeing as the device isn't under warranty and it would be no loss to them. I mean, what would be the scenario where they would actually charge you the amount of the phone?

jsgraphicart said:
It's kind of funny they would even hold onto the price of the phone seeing as the device isn't under warranty and it would be no loss to them. I mean, what would be the scenario where they would actually charge you the amount of the phone?
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They send you the phone right away and give you 21 days to get the bad phone back to them. The hold is to make sure they get an undamaged phone returned to them.

Tulsadiver said:
They send you the phone right away and give you 21 days to get the bad phone back to them. The hold is to make sure they get an undamaged phone returned to them.
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Ah, ok. Well that makes sense then. I thought they would send it to you after they analyzed the damaged one.