yashsingh1/xdaforums huggingface dataset:
[Nexus 5 General] Pretoriano80:
I had to do with the RMA myself and i must say i'm satisfied (maybe not totally but way above the experience i had with other companies).

I've bought a second hand N5 and noticed two issues, a stuck pixel at the center of the screen which was only visible with certain background colors and some light bleeding (the latter it wasn't noticeable with normal use) so i proceded with an RMA request (i also had to switch the ownership from the old customer to me and only required 10 minutes).

I have received my new device in 3 working days and they didn't put a hold on my credit card.The replacement device was brand new and everything was perfect (screen,buttons,etc),the only issue is that the vibrator sometimes stop working but shaking the device briefly always fix it.Nonetheless i decided to keep the device even Google support said they could RMA again if i want.

I don't want to defend Google but their support was excellent.This doesn't mean i don't understand your point,you are right to be upset after 3 defective devices,that certainly makes you loose some faith in this product.

Well,this was my experience and i wish you good luck on this quest.
[Nexus 5 General] justibasa:
I'm not getting a new device. I'm getting a refurbished device. These phones are junk and I'm selling it as soon as I get it and purchasing a g3. I'm done with these cheap nexus phones.
[Nexus 5 General] Haul:
Google and the Nexus line aren't to blame for poor manufacturing. Blame the manufacturer. The same company that manufactured the Nexus 5 that you're so unhappy with is the same company that manufactures the G3.
[Nexus 5 General] RTNDO128:
Got my second RMA today. It's definitely in way better shape than the first one they send me. It appears to be in mint condition, and it had that factory plastic wrap on all sides. I'm happy with everything other than the fact that the screen has a yellow tint to it. My original screen has very crisp whites in comparison.

Edit: Well, the second refurb is going back. I discovered a bizarre issue today while issue my phone with my sunglasses on. The bottom third of the screen has 3 thick, dark "streaks" that curve towards the bottom of the screen. These streaks are only visible with sunglasses on, very strange. As I use my phone outside quite often, this is another deal breaker for me. I've also been having issues with data that I never had before. Oh well, time to give RMA 3 a shot.
[Nexus 5 General] dbman190:
If you have polarized sunglasses, artifacts may appear no matter what kind of screen. Some screens if you rotate turn black, others might shimmer a bit.
[Nexus 5 General] RTNDO128:
Ya, my original N5 would turn black if the screen was horizontal. No complaints there. This other issue is when the screen is vertical, and not something I've seen on any phone before, including my original N5.

If I look at the screen dead on (without sunglasses) it looks fine. As I begin to tip the phone down at an angle, you can see where those dark streaks are on the screen. It's tough to explain, but it's almost like the backlighting is different where those streaks are.

Edit: I was able to take a picture of the screen through my sunglasses. It didn't come out great, but you can get the idea. The 3 "streaks" look worse in person.
[Nexus 5 General] kevev:
You have display damage. Probably from too much pressure applied.

Sent from my Nexus 5
[Nexus 5 General] entropism:
Update: My GPS is all screwed up. I'll use maps for my navigation, and while I'm stopped at a light, it'll run through about 90 seconds worth of repeating directions, or the screen will keep moving like I was still driving. Once they receive the first defective device, I'll be RMAing again. I was offered a refund, but I've had the phone since release and I got it off craigslist from someone who purchased like 10 of them. They said they could work something out for me, but who knows? If I do get a refund, I'll probably go Moto X+1 or something.
[Nexus 5 General] RTNDO128:
Who knows how that happened. It's going back either way.
[Nexus 5 General] RussianBear:
Mine started having signal issues as well. How long did this process take?
[Nexus 5 General] RTNDO128:
Once you talk to a rep, they email you a couple BS troubleshooting emails. Once you tell them nothing you tried works, they send you an email with a checkout link for refurb N5. That gets overnighted, which is great, then you just ship the defective unit back. Between the BS emails, it's taken me a few days to get a response from a rep who sends the checkout link for the refurb unit.
[Nexus 5 General] RyuzakiTA:
Hi, What happens if i send it to them with a samsung cable? I lost the one that came with it..
[Nexus 5 General] Pretoriano80:
If you RMA with Goggle you could wait until the replacement arrive, then use the cable from that package when sending back the faulty device.

It is clearly indicated by Google that you have to send back the original accessories, so a 3rd party cable it's not good.
[Nexus 5 General] mkz14:
Hey guys I got a question, I got a Nexus5 from first release, 32Gb black. At the bottom of the screen there is like a light bar in the screen, where screen colors look different, like if light was not behind the screen but in a middle place, don't know how to explain it better, you can see the issue when certain background colors, is like light was very noticeable, instead of normal colors like the rest of the screen, also sound holes (of speaker) are thinner, (like 100% of first shipments). Could this be replaced to get a better or newer one?
[Nexus 5 General] Pretoriano80:
You should call Google support and explain your issue,I'm sure you will get a better answer from them.
[Nexus 5 General] markdapimp:
My sleep/wake button is stuck halfway in, Each small movement will trigger the sleep/wake button..

Device was through T-Mobile so no Google RMA, However LG is an option, I sent it to their 'Repair Center' in Texas...

Anyone know the turnaround time?
[Nexus 5 General] bblzd:
2-3 weeks from what I hear. It seems you can expedite the process by repeatedly calling them otherwise they take their sweet time.
[Nexus 5 General] markdapimp:
Ah, Hopefully what the lady said over the phone is true, 3 Days turnaround time/ excluding shipping
[Nexus 5 General] icy56:
Any one else see this? https://plus.google.com/112388905911207219927/posts/aQfjgaZmFAb

It seems really interesting. I wonder if it's true cause if it is, I'm definitely sending mine in.

Sent from my Nexus 5
[Nexus 5 General] jtwlbz:
Wow...
[Nexus 5 General] markdapimp:
Seems like they're getting rid of the leftover Nexus 5 stock, to prepare for Nexus 6
[Nexus 5 General] mrjeff2:
Yes and they must have a high amount of refurbished devices from everyone getting replacements while looking for the perfect device.
[Nexus 5 General] xXghostXx313:
Its true. I'm getting my replacement sent already :D
[Nexus 5 General] entropism:
Simply not true. They expect only the phone back, no accessories. I can't tell you how many cables/chargers/SIM eject tools I have laying around from RMAing and getting new devices in return.

---------- Post added at 11:41 AM ---------- Previous post was at 11:38 AM ----------

By the way, I'm now on my 4th RMA... 1st was back in october, then recently because of the cracking around the housing, the 3rd device was the one that came completely busted up, the 4th had the GPS issues. They promised last time I'd get a new device instead of an refurb, but of course the one that came in was refurbished. Seems to be working ok, but we'll see.
[Nexus 5 General] Pretoriano80:
Oh,so just because you didn't followed the procedure means that what i've said it's not true?

Well,i really recommend you to do some research before pointing the finger because Google it's very clear about what have to be included in the return package and what not.

SOURCE --> https://support.google.com/googleplay/answer/2411741?hl=en

I only used Google RMA once,i was told they will put a hold on my card but they didn't and they sent me a brand new device.As you can see people experience with RMA may differ.
[Nexus 5 General] entropism:
And you're quoting for RETURNS, not RMAs. But hey, thanks for trying to be smug about it. How about we quote the actual email you get when you do an RMA:

Oh, hey... about that...
[Nexus 5 General] Pretoriano80:
Here's the second step from my RMA mail,it's in italian but google translate should be able to give a decent translation. And this was not a Return.

Metti in un pacco tutti i materiali di imballaggio e gli accessori dell'articolo originario, insieme al modulo RMA stampato -- > This basically says you have to put in the return package the original item and the original accessories together with the printed RMA form.
[Nexus 5 General] cee-ach:
Did you guys actually mention that it was not a manufacturer defect and they still sent you a replacement? my N5 is seriously messed to the point where it is not really usable anymore and it is kind of obvious it is from physical damage, would they still replace it in that case?
[Nexus 5 General] cee-ach:
What exactly did you say to them when you called? Which country are you calling from? All they did was make me go call LG to deal with it... ugh
[Nexus 5 General] CLTNex4:
Yes. Just ask very nicely. And try again if at first you don't succeed.
[Nexus 5 General] PaisanNYC:
United States only.
[Nexus 5 General] miky1989:
Hello guys, i'm writing from Italy !

Bought a Nexus 5 32GB at Dayone ... but i'm thinking to change it . Reason?

1) The GPS it is plain that it is not working as well as it should.

2) Bottons movement.. (one of the famouse problems that have this Nexus 5)

In the italian PlayStore, they finished to sell "Black Nexus 5 32gb" (maybe it's a signal thet soon we'll see new Nexus in the store) .

- If i wait more time , they don't change my device ? Only repair it ?

- If i wait until relase of "New Nexus Device (Nexus 6)" , there is a possibility to change Nexus 5 to a Nexus 6 without add money or other?

Because if they always change their devices from playstore, allowing buy a new one from their store , what's appened if they'll finish it ?

Sorry for bad english, hope u understand :)
[Nexus 5 General] skylineGTR_34:
Same 32gb black. They are doing some kind of lottery I think.
[Nexus 5 General] beaver2233:
Do you live in Australia?
[Nexus 5 General] skylineGTR_34:
I think that is the point :) I live in US.
[Nexus 5 General] beaver2233:
;) haha
[Nexus 5 General] incredulous:
I would say that as you're on a Spanish? (correct me if I'm wrong lol) page or you Google translated it, it seems that formatting is wrong on the second date but I could be wrong especially if they've said 4 - 5 weeks.
[Nexus 5 General] jaggyjags:
Yes, but it is still weird they know the exact date it's going to ship with more than a month remaining.

I phoned them and they told me those margins are usually not correct but to be safe and that my replacement will be sent in 4-5 working days. Let's hope...
[Nexus 5 General] Flakie:
UK

Random Reboots when in sleep mode.

Nexus 5 (32GB, White)

RMA: Nov 07 10:30am

Leaves warehouse by 12 November 2013

07-11-2013	14:05	London North West Depot	Collected from customer

07-11-2013	23:47	National Hub	Parcel placed into secure container

08-11-2013	04:53	Bristol North Depot	Parcel removed from secure container

08-11-2013	05:39	Bristol North Depot	Loaded to vehicle for delivery

Replacement delivered Nov 08 at 15:08

Not even 29 hours so assume replacement stocks are good in UK.
[Nexus 5 General] Huey85:
In Australia, had a dead pixel on my first N5. Requested replacement the same day I got the faulty one. Initial timeframe for shipping was 4-5 weeks but it shipped the following day after I ordered the replacement. Picked it up from my local FedEx today. Google seem to be pitying replacements at the head of the ordering queue.
[Nexus 5 General] ctowne:
In the US here. I had to RMA my Nexus 5 because of dust under the screen. I called up Google around 5pm on 11/4. They emailed me my RMA link and shipping label. I received the new Nexus 5 on 11/6. It was flawless! Thank you, Google, for such an easy RMA process (compared to last year's N4 RMA disaster).
[Nexus 5 General] tietherope:
Received the phone Nov 6.

Placed RMA order on Nov 6.

Status shows "leaves warehouse 12/3/13".

Let's hope that's not the truth as this Nexus 5 has to go back by the 27th.
[Nexus 5 General] tk1o48:
Requested an RMA yesterday and have not received a link... wondering if i should even follow through. Afraid the new device will be in worse condition than mine now. In that case, would i return the "less" functional one?

If i had requested an RMA but do not follow through with the link and further instructions, am i voided from requesting another RMA down the line once a new batch of devices have been produced?

The Google rep told me I am given 21 days AFTER receiving the replacement device which is contrary to what i have read a couple times in this thread. Anyone else told this?
[Nexus 5 General] nikeman513:
I placed an RMA on the sixth. Believing the product head been shipped on the 7th, find out my order got canceled by some bozo named Chris. I talked to him about return if replacement is bad, and he stated I have 15 days from shipped. Now I have email saying RMA canceled. Called Google, and a good guy named Justin tried his best to fix it, but couldn't. He sent me a new link, and now I don't know what will be happening. He did clarify he will take this situation up the ladder and make my RMA a priority. He and his supervisor are very mad at Chris and they apologized profusely... What a nightmare!
[Nexus 5 General] Confused_Cheese:
Well, google have 10 minutes to honour their RMA shipping estimate. I won't be putting money on it... History repeats?
[Nexus 5 General] jaggyjags:
Not shipped the 8th as they told you?
[Nexus 5 General] 7TimesCursed:
RMA'd today.. Rep told me to expect the phone within the week. He later emailed me to confirm it.
[Nexus 5 General] ihakim:
Called today to RMA. Rear camera has dust underneath the glass so every picture has a dark spot the size of a pencil eraser on it.

Called: 11pm PST 11/8/13. Will update with more info as I get it.
[Nexus 5 General] stidnam:
Yeah I've got the same problem. Only noticed it yesterday when playing with the camera. Have got an RMA request under way and was able to order the replacement device within 24 hours of contacting Google.
[Nexus 5 General] Confused_Cheese:
Yep still no shipping conf :(
[Nexus 5 General] aindow:
I spoke to Google this morning and was told 5-7 working days for my new one to arrive. I then had my RMA email which says 1-3 working days which is consistent with the order confirmation email I've just received. However, part of the confirmation email gives a timescale of 4-5 weeks.
[Nexus 5 General] om22:
You guys think i should wait till i RMA it till the next rev arrives at google shipping center? Maybe it´ll have fixed those loose button/defective vibrator/dust under screen issues.

Mine got dust under it´s screen and a strange vibrator. I heard almost everyone has dust or vibrator problems.
[Nexus 5 General] bblzd:
They will have stock piles of refurbished N5's to replace your device, if it's within 1 year of course. People who bought N4's towards the end of its product cycle are still able to replace their devices today if they're still under warranty.

There's zero chance they would replace your N5 with the next generation.
[Nexus 5 General] miky1989:
Oki, i just called Google service for the replacement.. because don't wanna have a change to have in future a refurbished Nexus 5 :D

But now 32 gb nexus 5 black is out of stock.. if i can choose another colour, what i can choose? White or black? :/
[Nexus 5 General] toby944:
Hi, my power button is acting crazy since sunday, when I press it it registers the command twice or even more time.. Example: screen is off, i press the button, screen on then screen off again or it will ask me if I want to reboot like when you keep it pressed.. This morning the phone would not turn on for a bit, only display google logo then turn off and re-do it... Sometimes the power button doesen't even work at all I noticed.. What should I do? RMA?
[Nexus 5 General] timtime:
I'm in the UK and having a terrible experience getting a new nexus 5 sent out. My power button stopped working on the 2nd September, I placed an RMA order on the 3rd for a 32gb black nexus 5, after multiple calls they decided to cancel that order on the 11th September and tell me to order it again, this second order should have been despatched on the 15th September, but still nothing. I keep calling for updates and all they can say is that they will escalate this to the shipping team to investigate and then get back to me (which they never do).

A truly terrible experience- its making me not want to get a nexus device again.
[Nexus 5 General] kevev:
Another bad RMA story. The phone is just over 30 days old. The updated camera app would always hang. Had to run the older version. Call audio is terrible also. Replacement came in yesterday and the camera is almost as bad. It freezes for 5-10 seconds every time I start it. The old camera app works fine. I wonder if it is because I have so many pictures or a garbled one. Support is useless. They will probably want to send another replacement and hold another $432 from my account.

Sent from my Nexus 5
[Nexus 5 General] Wapakalypse:
Hi, you power button stopped working? Like how? It didn't work at all or it worked like the other guy above you? I have the same problem as him

Did they make any stories about your power button on the phone?
[Nexus 5 General] Charlus97:
One more RMA for me (3/5 of my nexus 5 get a RMA :().

As always, 10mins to call google and get the RMA, a sunday, at 19:00 (France) <3

This time, the wifi & bluetooth antenna are the problem : they just don't work anymore (showing "Enabling wifi" but nothing else).
[Nexus 5 General] timtime:
No it doesn't work at all. They didn't really say much on the phone, but were very happy to RMA, didn't really ask any questions.
[Nexus 5 General] barry_:
You aren't alone in this matter (not that it helps!!). I also asked for a replacement on 2 September and was given the same runaround that you were. Speaking to a google representative has to be the most frustrating thing ever... they are clueless and all they say is 'sorry, i will escalate this' blah blah blah.

The last person I spoke to said that it was a 'supply issue' and did not have a date when this issue would be solved. That was 10 days ago!!! I've asked today (via email) for a refund or a credit note (some hope I know but apart from that I don't know what else to do).

Does anyone know about the legal issues (uk law) that can be used as leverage to help get some sort of positive response as being told 'we're sorry' just isn't good enough.
[Nexus 5 General] timtime:
I finally spoke to someone who said they would escalate it to their 3rd tier of support at the beginning of the week. The third tier support person actually bothered to get back to me- I believe her name was Sima. She told me that they were having supply issues and that I had 2 options:

1. Wait for them to have stock of the 32gb nexus 5 in black, which would be about a month.

2. Have a white or red 32gb nexus 5 instead.

I chose to just accept a white nexus 5, and it has actually been despatched today. They have also offered me £15 google play store credit to make up for their ineptitude.

As far as UK law goes you are more than within your rights to ask for a refund (good luck speaking to someone who could do that though).

I don't know if any of that is of any use to you. Good luck getting it sorted.
[Nexus 5 General] barry_:
thanks for the info.

Like you, I have had the offer of a different coloured phone and have accepted. My only decision now is whether to sell and wait for the new 'nexus' but that means going 'cold turkey' and having no smartphone for at least 6 weeks :crying::crying::crying:
[Nexus 5 General] oskimon:
I got my phone yesterday and it had a white pixel at the edge of the screen, so I contacted google. I explained my problem and they told me they would send me a new phone. I read in the mail that my old phone has to go through some evaluation from a tech guy before they decide if I get to keep the new phone free of charge. What are your experiences with this? What happens if they dont deem the problem big enough to be covered, and is that likely to happen?

Sorry for bad english.
[Nexus 5 General] raptir:
The evaluation is really to see if it's potentially caused from any physical damage (water damage or being dropped). Google always considers stuck/dead pixels to warrant a replacement.

---------- Post added at 09:42 AM ---------- Previous post was at 09:36 AM ----------

I did want to mention that I am unhappy with the quality of the refurbished replacements. I RMA'd my Nexus 5 because it had an issue with the compass (it was always off by about 35-40 degrees). They replaced it with a refurbished phone that had a very obvious dead pixel right in the middle of the screen. I RMA'd that phone and the replacement has incredibly loud power button rattle that can be heard across the room when I am just typing on my phone screen. Additionally the power button does not work half the time.

I'm thinking these refurbished units that they claim were returned because the original purchaser "changed their mind" may actually be all the units that were sent back for non-function impairing defects and they're hoping to pawn them off.
[Nexus 5 General] oskimon:
Are you sure about this? I asked her if I would be getting a new or refurbished phone, and she said it was new. My Nexus was (when I called) not even a day old, it seems weird that they would give me a used phone.
[Nexus 5 General] Pecata:
That's interesting! I also thought they are giving refurb phones for replacements...
[Nexus 5 General] oskimon:
The phone is being sent from Ireland tomorrow and should take about a week to get to Sweden, so I can't tell you for sure right now, but she told me it would be new.

What exactly is the quality of a refurbished phone? Old battery? Old screen? Scruffed up edges?
[Nexus 5 General] raptir:
Sorry, I meant that to be a separate post/thought but because of the way the forum works it got put into the same post. I came into the thread to post about my experience with the refurbs and happened to see your post that I thought I could answer. You should be receiving a new phone since you just bought yours. Mine is from last November so they replaced it with a refurb.

Either way, it's easy to tell. Refurbs do not come in the original box and do not include a charger. The new replacements come in the original box (obviously).

---------- Post added at 10:53 AM ---------- Previous post was at 10:46 AM ----------

Nah, they're like new. I guess quality wasn't the right word, more "quality control." I had the details in the rest of the post you quoted.
[Nexus 5 General] mattyboyo:
I got a referb. It was in an original box with no sleeve, but had a band saying preloved. All accessories and paperwork including charger and cable in sealed bags.
[Nexus 5 General] ConorCX:
With a refurbished device you shouldn't have to worry too much. Hopefully Google actually inspects these devices better than LG do in their quality control process. ;)
[Nexus 5 General] and313:
Is any amount of lightbleed considered as a reason for a screen replacement?
[Nexus 5 General] jtwlbz:
Why dont u call google and ask?
[Nexus 5 General] and313:
Because there is no such thing as calling google in my country and i just thought that someone might knew how they usually handle it
[Nexus 5 General] raptir:
Google will basically exchange the phone for anything that makes the customer unhappy. Backlight bleed is normal on IPS displays, though, and most phones will have some degree of bleed.
[Nexus 5 General] oskimon:
Got my phone in just three days and this one has all the pixels playing nice. It does, however, feel a bit slow och sluggish, but I'm sure it's just some app ruining it for everyone.