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Google Play is offering a free replacement for broken Nexus 4 or 5 devices purchashed thru the Play Store!!!

Mike_Hawk 5,493 1,657 September 3, 2014 at 11:13 AM in Tech & Electronics (4)
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Last Edited by Mike_Hawk September 3, 2014 at 08:27 PM
This needs it's own thread!!! woot

Stipulations:
1) Has to be a Google Play purchased device, ie NOT thru a carrier such as T-Mobile. You don't have to be the original owner (YMMV on this one). Google will verify the IMEI against their records. IMEI stands for 'International Mobile Equipment Identity' which is a unique 15-digit number assigned to all cellular devices.
2) Has to be within 1 year of purchase.
3) Currently only applicable to purchases within USA

Call 1-855-836-3987. Option 4. Option 2.

They'll do a one time exception in which they will send you a temporary 24 hour email with which you must re-"purchase" the same device. They'll 1 day business ship the refurbished device. You then have 21 days to return your old broken device to them at which time they'll reverse the hold on your CC.

More info: https://plus.google.com/u/0/11238...QfjgaZmFAb

Email sent to me after my CSR call
Quote :
googleplay-support@google.com

1:00 PM (8 hours ago)

to me
Hi Mike,

Thank you for contacting Google! It was a pleasure speaking with you today.

Your replacement device will be refurbished and has been reconditioned to strict factory standards and like-new condition. The device will operate to its original factory specifications.

Click the link below to order your replacement at no charge. If you don't have a Google Wallet account, you'll be asked to sign up. You won't be charged for the replacement or shipping, but your card may be temporarily authorized up to the full price of the item and shipping. The attached shipping label has your return tracking number. Once you drop off your package, you can follow the tracking number to see when it's been received at our warehouse. After the item is received at our warehouse, the authorization will be removed within 21 business days.

Important: Keep your charger, as your refurbished replacement won't come with any accessories.

Just follow the instructions below to order your replacement and return your item:

Step 1: Order Your Replacement [Time-Sensitive]

Please click through the link below within 24 hours of receiving this email to order your replacement item:
https://checkout.google.com/LOTSo...SandSTUFF!

About ordering your replacement:

The replacement link above expires in 24 hours.
Select your preferred complimentary shipping method.
You will receive an email with a tracking number for your replacement shortly.
Please ensure that you’re signed in with the same email account you used to originally purchase your item. If you don't have a Google Wallet account, you'll be asked to sign up.
You will need to order the replacement from your computer (it won’t work from a mobile phone or tablet).

Step 2: Pack the return item

Print out the attached return form (RMA) and pre-paid shipping label.
Put all of the original item’s packaging along with the printed RMA form into a shipping box.
If applicable, make sure that you reset your device to factory settings to protect your privacy.
Reset phones and tablets to factory settings
Reset Chromecast to factory settings
If applicable, make sure that you keep the SIM card for your device. Any SIM cards that are returned with the device will be destroyed.
You can reuse the shipping box your item came in or the shipping box from your replacement item. Make sure everything fits snug, the materials inside don’t move, and remove or cover any old shipping labels on the box.
Seal the shipping box and affix the shipping label onto the outside.

Step 3: Ship the return item

Drop off your package at any UPS or UPS-authorized shipping outlet near you.

Important notes:

After receiving your replacement, please return your item using the attached RMA within 7 days.
Once your return is received and inspected by our warehouse, the authorization on your credit card will be removed, if applicable.
Your item and all applicable accessories must be returned in like-new condition.
You must take reasonable care when returning the item.
Applicable fees may be charged for damages or missing components.
Google reserves the right to reduce return value by the promotional credit amount, if applicable.

UNDERSTAND YOUR WARRANTY COVERAGE

Additional charges up to the full price of your item may be incurred if our service center determines that the issue with your returned device isn’t covered under warranty. Prior to ordering your replacement and sending your item for inspection, please refer to the warranty card in the packaging or the manufacturer's website for details on the limited warranty.

If you have any questions, feel free to reply directly to this email, and I'll get back to you as soon as possible. You can also contact us anytime at 855-83-NEXUS.
Cheers,

Hayley
The Google Support Team
One of many guides to return your Nexus 5 back to stock http://forum.xda-developers.com/g...e-t2513701 in case you modded it, but you already know all this, right? Smilie
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Community Wiki

Last Edited by wbs3333 October 1, 2014 at 06:54 PM
FAQ:

1. Do I have to be the original owner?

Several people have confirmed that no, you don't have to be the original owner, as long as the IMEI number shows that it was bought from google and that it still under waranty the promotion applies. Just be honest when they ask you about it.

2. Is there a way to know if the phone was bought from Google?

Yes

Quote from wbs3333 View Post :
I think I found a way to find out if your phone was bought from google. Go and download LG_CSMG_Tool_v1.0.23_Release.zip from xda:

http://forum.xda-developers.com/s...?t=2683691

Unzip and run the tool. You will see 3 tabs, on the first tab input the phone's IMEI and click submit query. It should give you the model of the phone and MSN. After that change to the 3rd tab, it should be already populated, just click submit query again and it will give you some more info about the phone including the buyer, ie. Google.

All my devices that were bought from google and ebay blutek said google in the buyer part.

Can someone with a Tmobile or sprint nexus 5 phone check what comes out as a buyer in that tool?
Quote from rkpkv View Post :
Good find
I have a t-mobile nexus . it shows buyer as T-MOBILE
Quote from ShinBone View Post :
Another way to check carrier for the phone:

1)go to the imei.info website. https://www.google.com/#q=imei.info
2)type in IMEI & click "Check"
3)click green "Check LG Phone Details" near botton right
4)it may as you to log in. you can register or use Google or Facebook authentication to log in.




3. What do I need before I call?

The phone for troubleshooting, the IMEI number, your google account information, your address. If the RMA is approved you will need a google wallet account, just go to http://wallet.google.com to set it up.

4. How do I get my IMEI if the phone is broken?

There are several ways. Here are two options.

A. If the phone was linked to your google account go to this site and under Android Devices you will find your phone listed along with the IMEI:

https://www.google.com/dashboard/

B. Follow the instructions found on this post on XDA, read them carefuly as there are some risks when doing this:
http://forum.xda-developers.com/g...g-t2713833

After finishing, from the log file located in the LOG folder where the DLL and TOT file are search for "imei" text in the log file.


Other Notes:
If you bought your Nexus 5 through the SD a few months ago and the Ebay seller was 'bluetek' the phones were purchased through Google Play in the US and you will need to email a screen shot of your Ebay receipt as proof of purchase for the return.

This post can be edited by most users to provide up-to-date information about developments of this thread based on user responses, and user findings. Feel free to add, change or remove information shown here as it becomes available. This includes new coupons, rebates, ideas, thread summary, and similar items.

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441 Comments

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#3
This is a hot deal. In for one broken Nexus 5. Oh wait....
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#4
Saved me $150+ so yeah, hot deal Smilie
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#5
Why is this a thing? Isn't the Nexus 5 less than 1 year old, and therefore still under warranty? So why would it be impressive that they would replace your broken, under warranty device?
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#6
lol looks like they have alot of refurb in stock
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#7
Quote from C-Dog View Post :
Why is this a thing? Isn't the Nexus 5 less than 1 year old, and therefore still under warranty? So why would it be impressive that they would replace your broken, under warranty device?
usually a swim in a toilet or fall onto concrete isn't covered under warranty.
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#8
Just did it. Took me 10 minutes. Thanks!
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#9
Wow, what a fantastic company.
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#10
Very poignant, since the N5 was considered broken from the start. Snag the Sony Xperia and you'll quickly see what I mean...real camera, mSD, killer screen, fast, nnn.
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#11
Any news on Nexus 4 replacements? =P

Tofu Vic
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#12
Quote from C-Dog View Post :
Why is this a thing? Isn't the Nexus 5 less than 1 year old, and therefore still under warranty? So why would it be impressive that they would replace your broken, under warranty device?
When I called Google inquiring about a warranty replacement last week they said user mishandling / abuse isn't covered. Google then transferred me to LG who would gladly offer me a shipping label for the N5 to be sent in to be fixed on my dime. Gee thanks. However the rep wouldn't tell me the charge. However Googling (YSWIDT?) XDA and other places it looked like the standard fee to replace a cracked screen was ~$150 thru LG. Plus I'd be w/o a phone for a few days. Google (shut-up and take my money!!!) is now cross shipping me a refurb with 1 day shipping, for free.

Long live the Googles!!!
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#13
Quote from TofuVic View Post :
Any news on Nexus 4 replacements? =P

Tofu Vic
Interested as well. My N4 is still rocking with no damage, but it'd be nice to know I would be covered should anything happen to it.
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#14
Quote from jimichunga View Post :
Interested as well. My N4 is still rocking with no damage, but it'd be nice to know I would be covered should anything happen to it.
Yours is "still rocking," whereas one of the Nexus 4 I purchased hit a rock. It's still fully functional, but there is a crack on the side.

Tofu Vic
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#15
I have to say this is good on Google part. It is very hard to replace the glass on Nexus 5. Lots of work or lots of money. Anyways, I just did mine. Screen cracked for absolutely no reason. Glad I dont have to pay a dime to fix it.
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