[Nexus 6 Q&A, Help & Troubleshooting] digitaloutsider:
Long story short: Bought my N6 day one. I had to be in the very first group of orders. I was one of the habitual F5'rs just trying to get an order in.

About a week ago, my N6 (in a Ringke Max case) slides off my lap getting out of the car, hits the pavement and the screen cracks. I had read multiple stories on these very forums where people had their GPS-purchased Nexuses replaced as a courtesy. No luck. Google said in no uncertain terms I was SOL and at the will of Motorola. I hung up and called back and got the same runaround. They weren't going to do it, even after I showed them that other people had it done. They told me I was at Motorola's mercy. I was told there was "lots of incorrect information on the Internet."

Called Motorola, they agreed to send me an Advanced Exchange Nexus 6 out for $175 for the screen, plus a $500 deposit. Fine. Whatever. I need a phone and I don't have a choice. Multiple issues with Moto: One, it took me well over a half-hour to order the replacement because the representative simply couldn't understand anything I said. I used to be a call center rep, I know how to enunciate and speak, the guy just couldn't understand me. They finally get the phone ordered, and I received it last Monday. I was running out the door to the airport when the FedEx guy arrived, so I took the phone, swapped my SIM in, but didn't send the phone back until Wednesday when I got back. Every day Motorola sent me 3-4 messages telling me they hadn't received my phone. Finally on Friday they get it, and the emails continue, culminating into a "final notice" email I got at lunchtime today. Called Moto and straighten it out... But that leads me to my second issue. The replacement phone I received has a defective camera. When it goes to focus, you can literally hear the camera focus servos clacking and clicking and the picture jumps all around the screen. In addition, the earpiece buzzes heavily.

I call Motorola about the emails and the defective phone. Takes 10 minutes on hold to reach a rep. Explain everything to him, and he puts me on long holds repeatedly. Finally, he says he can't do anything, so he transfers me to technical support and I've been on hold with Tech Support waiting for a rep for over 15 minutes. I've typed this entire post during that time.

I'm upset because I bought the phone from GPS for the explicit reason that Google always "has the customer's back" and all of the ridiculous things I've heard people on XDA say over the years. I don't think Google should give me a free phone when I was negligent and cracked mine, but you have to be consistent. If you do it for some people, you NEED to do it for everyone. I could have bought a $99 on contract DROID Turbo and got the screen assurance... why am I shafted when I buy a premium product? I paid the same amount as the other people who had theirs replaced for free. I sat through the same shipping/launch fiasco. I've seen people who buy on-contract subsidized iPhone 6's get their cracked screens replaced for free at the Apple Store... Is the Nexus 6 not an equally premium product?

I'm pissed because I didn't WANT to deal with Motorola. Their customer support is undeniably horrid. I went through HOURS of time on the phone with them over my Moto X when I first got it. My first Moto X couldn't hang onto an LTE signal, but I went through hell and high water to get a replacement because I had rooted the phone (Developer Edition) and every Moto rep I spoke to said that it voided the warranty. Then there was a whole shipping fiasco once they actually agreed to replace it... Look I love Motorola's products but their support is undeniably horrible.

Anyway, I'm mostly venting. Just a heads up to prospective Play Store buyers that Google seems to not be doing any screen assurance replacements at this time, confirmed by two separate Google reps.

20+ minutes and I'm still on hold with Motorola...