My touch screen recently stopped responding altogether. I've had intermittent problems with it, sometimes seeming to be related to whether or not the charger was plugged in (as I've seen some other complaints about this), and sometimes simply inexplicably temporarily stupid. It's been unresponsive entirely for about two weeks now, though. The phone never got wet, bent, dropped, etc.
I called Google's Nexus support and talked to them about it for a while. We did a bunch of stuff over the phone that I deemed entirely unnecessary but did just to placate the customer service rep on the phone with me. I cleared cache, wiped the phone, flashed the latest OTA, basically everything I could do except take it apart while the touchscreen doesn't work. We settled (finally) on needing to RMA the phone.
After creating and setting up the RMA, I was informed that they need to place a $400 on my account while we cross-ship the device. After they checked the device out and the moisture indicator came up clean and whatnot, I'd get my money back. I'm pretty poor, especially given that I have three children, and can't really loan Google $400. I told the rep that if possible, I wanted to simply send them my phone and wait until they did whatever they needed to do, then either told me to eff off or sent me a new phone. He said he'd have to talk to his lead. He did so, and was told that no, there's absolutely no way I could send them my inoperative phone and wait until they could confirm I'd been sent a dud. I have to fork over $400, absolutely, no matter what, until they determine that I'm not a jackass trying to get over on them.
Feeling that this was completely illogical and that there was no way Google would have a ridiculous policy like this, with no exception, I decided to try again a few days later. I talked to a different rep about the situation and was fed basically the exact same verbatim line. I purchased my Nexus 5 on launch day, 6 November. My warranty runs up in a few months and I'll be heading to Afghanistan for an all-expenses paid vacation right before it does. I'm pretty furious about the whole ordeal and, basically, I want to know what kind of experiences other people have had regarding Google's warranty program?
tl;dr
I called Google's Nexus support and talked to them about it for a while. We did a bunch of stuff over the phone that I deemed entirely unnecessary but did just to placate the customer service rep on the phone with me. I cleared cache, wiped the phone, flashed the latest OTA, basically everything I could do except take it apart while the touchscreen doesn't work. We settled (finally) on needing to RMA the phone.
After creating and setting up the RMA, I was informed that they need to place a $400 on my account while we cross-ship the device. After they checked the device out and the moisture indicator came up clean and whatnot, I'd get my money back. I'm pretty poor, especially given that I have three children, and can't really loan Google $400. I told the rep that if possible, I wanted to simply send them my phone and wait until they did whatever they needed to do, then either told me to eff off or sent me a new phone. He said he'd have to talk to his lead. He did so, and was told that no, there's absolutely no way I could send them my inoperative phone and wait until they could confirm I'd been sent a dud. I have to fork over $400, absolutely, no matter what, until they determine that I'm not a jackass trying to get over on them.
Feeling that this was completely illogical and that there was no way Google would have a ridiculous policy like this, with no exception, I decided to try again a few days later. I talked to a different rep about the situation and was fed basically the exact same verbatim line. I purchased my Nexus 5 on launch day, 6 November. My warranty runs up in a few months and I'll be heading to Afghanistan for an all-expenses paid vacation right before it does. I'm pretty furious about the whole ordeal and, basically, I want to know what kind of experiences other people have had regarding Google's warranty program?
tl;dr
