We're in Germany, and have tried for 4 months to get my sister's Nexus 5X repaire d or replaced. The damage was caused by a third party, who is willing to pay for repair or replace.
So far, so simple.
It's been 4 months of calls, emails, faxes, and sending the device back and forth between Google, LG, the insurance, and the repair facility.
Google says they're not responsible for Nexus devices, so we should talk to LG. LG says they're not responsible, we should talk to Google. We got someone at LG to discuss this, and they told us to send it to their official repair facility. They just sent it back because of a typo on the form, or because the insurance didn't say fast enough that they'd fund it, or because "dunno".
We've now taken the device to Media Markt to get it repaired, and it took 2 days.
Never ever are we going to buy a device from Google again.
Odd, it took me a single phone call to get my 5X replaced when it started bootlooping. I called Google, and they replaced it well out of warranty after a 20 minute phonecall.
(disclosure I work at google but this was before I started)
That may be fine if you get a warranty replacement, but even if you want to pay, getting a repair is basically horror.
This is now the second time we’ve had this odyssey with Google (the Nexus 7 2012 being the first case), and by now it’s obvious it’s not a problem with the OEM, but Google.
Google are reasonably responsive on hardware issues, the problem is software ones. Google have significant issues closing or limiting accounts with no support or recourse to find out what the problems are and resolve them (if they're even real). Given the reliance ChromeOS has on Google accounts that's a huge problem. Eminently fixable from Google's end, but a problem today.
So far, so simple.
It's been 4 months of calls, emails, faxes, and sending the device back and forth between Google, LG, the insurance, and the repair facility.
Google says they're not responsible for Nexus devices, so we should talk to LG. LG says they're not responsible, we should talk to Google. We got someone at LG to discuss this, and they told us to send it to their official repair facility. They just sent it back because of a typo on the form, or because the insurance didn't say fast enough that they'd fund it, or because "dunno".
We've now taken the device to Media Markt to get it repaired, and it took 2 days.
Never ever are we going to buy a device from Google again.