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Google Play Now Offers A One-Time Free Replacement if You Damage Your Nexus 5 (Updated)

Nexus 5

If you like to live dangerously (i.e., without a smartphone cover or insurance), breaking your handset’s screen can sometimes be a terrible disaster. Getting a low-cost replacement can prove challenging depending on the company and carrier, but Google’s apparently sympathetic to the travails of careless owners. According to reports, Nexus 5 owners who ordered their devices from the Play Store are now eligible to receive one replacement free of charge, should their device accrue damage of any kind.

Slightly more flexible than Motorola’s replacement program, the new policy appears to be without exemption, meaning whether your Nexus 5 ended up at the bottom of stairs or in a lake, you’re covered.

Looking to take advantage? You need only call Google Play customer service and arrange to ship back your damaged device. Google will place a hold on one of the payment methods associated with your account, but it will be removed after the damaged Nexus 5 is received.

The addition of Google makes three companies – Motorola, HTC, and Google – that now offer free replacements for damaged smartphones. We can only hope this is a trend that continues down the road.

Update: Readers are reporting varying levels of success initiating the replacement process. We have reached out to Google PR for the exact details of the reported program.

Via: +Joshua D.
  • SLC

    is this true or Scam ? I was suppose to get my phone today and it convenienetly got stolen/lost after the UPS guy decided to deliver it earlier than the window they gave me. I have a $~400 dollar hold on my account from google till the investigation is performed about the missing package. So moral of the story I never received a phone !!!

  • Shaggy723

    I know this post is about a month old at this point, but just letting folks know that Google just agreed to replace my Nexus 5 with it’s recently cracked screen. The extremely nice support person who was in the US had to get authorization from her manager, but she went ahead with the process (which is basically in line with what many have said here). Google rocks!

  • Hey Guys, i broke my nexus 5 screen this morning as it slipped from my hand while getting down from car, phone goes blank while incoming or outgoing call and have to restart, can I expect any help from google….

  • marrieta

    my Nexus 5 cracked, please, could you tell were i can call. i will be at NY, but no one answer this phone Phone: +1 212-565-0000. thank you a lot.

  • Jay

    I contacted google play 5 days ago, last night they finally approved my RMA. They want me to pay 369.99 w/tax for a refurb?!?!?! Even if they cover the problem it can take up to 21 days to be taken off of my CC. Only problem with my N5 is the microphone has gone bad. Sounds like I’m trying to talk to you through a wall.
    Has anyone had issues with being charged the full amount? How long have they held their payment for you?

  • Mark

    This is way old but i figured i’d give it a try for my crack near the sim tray and screen scratches. No go, wear and tear not covered. No big deal though, i did drop this phone a few times.

  • TooYellow

    My N5 screen broke from sitting on it. Google is replacing it for me. They said it was a one time thing. The support agent also said there was no change in policy and that not everyone was eligible. Pretty vague but I was one of the lucky ones.

  • Omar

    So my Nexus 5 went through the washer for 3 hours… And then it dropped and was smashed several times (Basically unfixable). I have done the RMA and it shud come today, they have a 400 bucks hold on my account. Will they really accept my smashed up Nexus 5 and release the hold???

  • Carlton Crasher

    I had actually replaced the screen in my phone, but it must have been a knock off…light bleedthrough everywhere, little did i know somehow none of the microphones worked in the phone…so ordered the lower board part replaced and still nothing….meanwhile i’ve had a note 3. i just now realized i actually bought the phone from the play store. so, with a screen protector i smashed the phone, took the screen protector off and the phone looks perfect (until you turn the screen on hehehe), called and they said they would be getting me my replacement.

  • Alwad

    Not in Europe. Shame.

  • Stephen James Hanson

    only nexus 5 i’ve got a nexus 7 that needs to be repaired 🙁 a bit of the corner has come off

  • Cary Zuber

    Here is the email.

    Hello Cary,

    Thank you for contacting Google. It was a pleasure speaking with you today, and I’m glad we can begin to find a solution for you.

    Good news: the Nexus 5 is now in your name. We can now begin going over any warranty options we may have for you.

    I understand you have a cracked screen. Now, normally, this would fall outside our warranty policy and we’d transfer you over to the manufacturer for their repair options. Damaged devices are normally directed to the manufacturer, which may cost money to repair. But I have some great news for you! Because we value you so much as a customer, I’ve asked for authorization and been approved to give you a one-time courtesy device replacement.

    What I would be issuing is an advanced replacement, and it goes as follows:

    1. I’ll send you an email with two attachments and a link. You will need to print out the two attachments and click on the link within 24 hours. Fill out all the information the link requires and we’ll send you a refurbished device. There will be an authorized hold on your account.

    2. 3-5 business days later, once you receive the replacement, pack your broken device in the box we have sent. Please include the RMA label on the inside, and place the shipping label on the outside. Ship that on over within 7 days.

    3. Once we receive the device, the authorized hold will be dropped from your account within 14 business days.

    If this sounds good to you, go ahead and let me know and I will begin the replacement process for you. If you have any additional questions, please do not hesitate to let me know and I will be happy to further assist you.

    Thanks and have a great day,

    Kaytee

  • Cary Zuber

    My screen cracked on my nexus 5 yesterday. I called google support they first had to transfer the phone to my name,(I bought it on swappa) about 10 min later i received an email from google saying they would be sending me a replacement refurbished nexus 5 free of charge. About 5 min ago i got an email informing me the phone had shipped. I was blown away by how smooth the process went. The phone should be in my hands Monday.

  • markp99

    I just called Google and got a replacement for my cracked Nexus 5.

    The perky person I spoke with was not aware of any such replacement program, but went away to “talk to her supervisor”, then came back and announced she was able to “pull some strings” (hehe) and got me a replacement authorization. Nice.

    I was going to replace the screen, or just buy a new device. This replacement gives me a little more time to review my options and decide.

  • GAGAN

    that’s fake news, they said nothing changed.

  • GAGAN

    that’s fake news, they said nothing changed.

  • Eddie

    Just wanted to chime in here, in case other people are in a similar situation. Just over this long weekend I drove over my N5, totally smashing everything. Called Google yesterday to see if I could qualify. The support person said he’d get back to me, and just a half day later he called to tell me that they’ll get the replacement process started. It looks like if I can qualify with these circumstances, everyone else should give it a shot.

    Oh forgot to mention that I’m in the US and of course purchased the device from the Google Play Store about three months ago.

  • KT

    Thank you for this! Just went through the process…Google Play order does show “refurbished”. Hopefully all goes well!

  • mrjayviper

    Which country?

  • Disqus_n00b

    Good luck getting anyone on the phone at Samsung, let alone someone in your time zone who understands English.

  • Thomas

    I think this is a way of getting rid of extra inventory before they start to introduce the new Nexus phone.

  • Visual360

    Wooohoo! Didn’t expect to be able to get this, but I’m getting a replacement. It was quick and easy! I wish they have this program for the N4 also. lol.

  • Adlv

    Worked for me thanks i had cracked my screen on July 4th although not a bad crack cant beat a free replacement

  • Brad

    35 minutes on hold, 10 minutes with the rep and then told this doesn’t apply to Australia.

    • cc

      Its only eligible for people who bought it in the usa play store

  • cc

    Dont believe everything you read google will only replace it if its under the 1 year warranty bought through the play store you have to have purchased it in the usa and not every issue with the phone means they will exchange the device! Spread the word I work for tech support

    • CHRIS42060

      Umm no one has a Nexus 5 over a year old so that’s not an issue and they are replacing my phone that has liquid damage. I’d say that they’ll replace devices for most reasons.

  • I have one crack across my screen that was so annoying. Called google at 8 AM. Have a nexus 5 being shipped to me tomorrow. LOve you google

  • Michel Carvalho Icart

    It worked with me. Thanks for the tip!!!

  • billy

    Ha, I always assumed that there already was some sort of warranty replacement program for the Nexus 5. That’s probably in part because my wife had a great experience with Motorola when the screen on her Motomaker Moto X cracked. We didn’t really know what the repair policy was, but she was able to submit a claim and configure a new phone on Motomaker simultaneously through the Moto website. Moto FedExed her a new phone within a day or two w/ a pre-paid mailer to return her busted phone.

    Anyway, glad to know I’m covered!

  • Troublesome4u

    I had to try twice as well but it worked. I just had a small crack in my screen. Thanks

  • Crisbee

    Yikes, part of me want this to be true, but the part of me that just paid LG $153 and expects FedEx to deliver my new-screen’d-Nexus5 tomorrow does not.

  • LewisSD

    Had to try twice but they replaced my Nexus 5 that I broke last month!

  • Chuck Gallagher

    I called 2 weeks ago because I dropped and broke my phone….they could not do anything. Called today and refurb is on its way. Thanks Keller, Droid-Life, and Google Play.

  • Patrick Smithopolis

    I purchased my Nexus 5 when it launched. I feel like my screen is about to get cracked. Can I get a replacement if that happens?

  • br_hermon

    Has anyone tried / done this with a phone that they already tore apart and serviced? Assuming one has all the original parts, could you put it all back together, ship it to Google and they’d never know?

    Also, what kind of quality can we expect from refurbished N5’s?

    • Tadahee

      Exactly why companies would rather not have such programs.

  • Nanagn

    Anyone know if this is US only or should I just try give the Australian support line a call?

    • yaeneth

      I heard it’s only US.

  • needa

    grats nexus 5 owners.

  • ThePanduuh

    How do we get in contact? a phone number please?

  • Robert McKee

    Mine just started rebooting every second. Google shipped me a new one. But the shocking the thing. The SHOCKING thing I tell you is, I called their help line at 11:30pm and a PERSON, in the US, answered my call. Within 5 minutes they had finished the processes of getting my new phone shipped. You should do an article about their customer service.

    • jscofi

      Ditto. I called same time, No wait time. Shout out to maverick at the las Vegas call center !!!

      I also called 930pm the other night and had no wait time for the Google wallet CS. Slight accent ,but very helpful !!!

    • velocipedes

      You mean they don’t spend their money on customer service reps who make it their job to waste as many man hours and resources as possible in not actually helping you or providing you any assistance?

      To the guillotine!

  • goatodoom

    Just called…when I said I had a nexus 5 with a cracked screen, the lady laughed and said “It seems like a lot of people have that today”. Asked a few easy questions, and that was it. They’re sending me an email to start the replacement process now.

    • eBi

      Hi, You got replace nexus5 screen.Pls give me email address of Replacement team

      • goatodoom

        what?

  • realfoxm

    Eh, I’ve already paid about 150 for a screen replacement in February. WHERE WERE YOU THEN, DAMNIT.

  • LewisSD

    Cracked my screen two weeks ago on my Bday. Calling now to confirm if this is true. So car the lady is saying she is getting a lot of calls like this and that she is unaware of the policy. She is checking with a supervisor on the policy now and sounds like she wants to help.

    Total BS! Her “manager” said if i purchased the phone within 6 months they would have replaced. I got it on day one though… Ill try a different call center lol.

  • Joshua D.

    Wow its not Everyday You get mentioned as a source lol. Thanks Droid Life for recognizing.

    • jscofi

      Thanks Joshua! You saved me $100+ , I broke my screen last week !!!

  • Joshua D.

    Wow its not Everyday You get mentioned as a source lol. Thanks Droid Life for recognizing. Its insane I posted this on Google + and it exploded with +1s people commenting confirming its legitimacy and people re-sharing and all I did was call google to see what they could do about my cracked screen.

    Keep in mind this is a brand New Policy so if a rep tells you no try calling again because some reps seem unaware but the Lady I talked to said they literally just started doing this. Good Luck to all hopefully you qualify.

  • Jim

    Just got my cracked nexus 5 phone swapped out by google under warranty. They are awesome! probably also clearing out the old stock before the new nexus comes out, but either way happy customer.

    • Jim

      recieved the relacement one this mroning and called them last night at 5/6 pm. that was very fast and free. the phone is refurbed but everything is good.

  • Good_Ole_Pinocchio

    Just as a heads up….Once I call Google and get my Nexus 5 replaced, i’ll probably be selling my OnePlus. Let me know if you’re interested. Otherwise I’ll just be tossing it up on Swappa

    • needa

      i might be. i am kinda thinking that i will be getting an invite soon though. they supposedly stopped at 100k. i have 982 peeps in front of me now. let me know when you are ready to sell it. imajuicejunky – and i only use google. +1 so i can edit out my addy.

  • Droid Ronin

    Does this cover phones that have been smashed for a chance to win a OnePlus one? 🙂

    • Justin W

      IIRC that wasn’t supposed to be a chance to win one… That should have been a golden ticket right there.

  • iceberrrg

    Refurbished or new ?

  • Spasillium

    Damn that sucks. I bought mines full price from Best Buy (after a bit of persistence, in which they tried to tell me some BS about having to sign up for service, which I already have, until I got a manager to step in.)

  • Travillion

    Whew, it worked! The rep said that they haven’t made any changes to their policies, but he got approval from his supervisor to make a one-time exception to allow me to RMA my phone.

  • Simon Belmont

    Interesting. Is my launch N5 covered?

    I’ve had it literally since they first began shipping. Almost a year.

  • Shawn John

    Ive had my replacement since the second week of the launch, my brand new N5 was dropped only two days old by my GF, I called google back then and they sent a replacement after sometime on the phone. I’ve had my replacement unopened in the shipping box waiting for the day that my dropped N5 would stop working. Having a brand new replacement phone on standby, helps prevent grief down the road.

    • br_hermon

      So you broke the phone. Got a replacement. Didn’t have to ship back the original. Now you have 2 phones?? I can’t believe this is standard protocol. If this is true sounds like you got lucky.

  • Jim

    what is the number to call? Unfortunately the site is blocked at work.

  • Travillion

    Trying this right now…. went swimming with mine earlier in the summer. Crossing my fingers….

    • Droon

      Let me know if it works. I went swimming with mine a few weeks ago and would love a replacement.

      • Travillion

        It worked! Told me that there wasn’t any new policy, but he had received approval from a supervisor to allow me a one-time only exception. I thanked him profusely.

        • Droon

          Did you tell them it was water damage?

          I just want to make sure I somehow don’t get screwed over. I will make sure I tell them it was water damage.

          • Travillion

            I did, I was totally forthcoming (don’t know if that was good or bad). Said I loved it so much I accidentally went swimming with it 🙂 He put me on hold for several minutes, so I feared the worst. Came back and said that my warranty excluded water damage, but he got the authorization to make the exception, etc.

          • Droon

            Awesome! Thank you so much for following up.

            I am going to try this later today and will make sure I post the result.

            Any time frame on when the replacement will arrive?

          • Travillion

            No problem! I don’t have a time frame yet. I am still waiting for the email with RMA instructions. People on other forums said it would take about 1 hour to get the email.

  • TheWenger

    Busted my first one I got subsidized from Sprint. Bought a new one from the play store. Wonder if I can get the busted one fixed of if they check serial numbers?

    • Nicolas Finn

      Chance are VERY good that they check the serial numbers, but then they might still let it go… Either way it’s worth trying.

      • Cory S

        Not really worth it. If they check it when they get the old one back they are going to charge you for it.

        • Nicolas Finn

          Not quite, they check the IMEI before you can go through the entire process. So if you run through the whole deal and they verify the IMEI before they send the replacement, then you’re safe…

          • Cory S

            The paper RMA paper you put in the box with the old phone has the IMEI number on it, which means someone in receiving may check that number on the returned item. it is printed on the back of the phones rear cover.

          • Nicolas Finn

            Alright, I don’t think you’re grasping this quite the way I’m trying to put it… So, I’ll give a hypothetical example:

            I call Google Support and ask them to replace my broken device (the T-Mobile device). I don’t tell them that I bought it from T-Mo, and I give them the CORRECT IMEI. So, at this point, I haven’t lied at all, I’m simply seeing whether or not the process works even though I didn’t purchase the device through Google.

            Now, the tech checks his system to see whether or not the phone is replaceable. After a few minutes of typing on his keyboard, he’s going to come back with one of two responses.

            1) “I’m sorry but our record doesn’t show you purchasing that phone through Google. In fact, that device was sold through T-Mobile, etc”

            or

            2) “Alright! We can set up a replacement, let’s make sure your address and information is correct, etc”

            See? I’m not suggesting that anyone do anything patently dishonest, I’m simply saying that it’s worth the 5-10 minutes on the phone to see whether or not their system will recognize that the phone wasn’t purchased through them… Especially since Sprint’s devices all still ran through Google at some point.

            I will say this though: I RMA’d my wife’s Nexus 5 through Google recently, and they did check the IMEI against my email address (the one through which I purchased the phones), so the chances are pretty high that it won’t work, but I would still make the call, just to try…

          • Cory S

            Ah gotcha

        • br_hermon

          Would they also charge you for a phone that they discovered had been opened by the owner?

  • Sean ➫

    just called customer support, Purchased mine from google play and the rep said they never heard of this.

    • Joshua D.

      Try again Its brand new. I worked in a call center once some reps are just lazy and clueless.

  • Brian

    Yes!!!! I broke my nexus 5 two weeks ago and was very bummed out. Now that I know about this I’m definitely calling

  • DRAF_Werd

    How does Google honor this if for instance you did drop yours to the bottom of a lake and it is unrecoverable?

    • Droon

      They send you SCUBA gear with the replacement and you have to go get it.

  • Hunter

    ATTENTION MOTO X USERS: I broke my Moto X a few days ago and they are not replacing it for free. I’ve been on the phone with them for the last few days trying to resolve this but it seems as though I’ve gotta pay the $175 for a replacement.

    • Carlton Crasher

      This isn’t for a moto x

      • mjmedstarved

        He’s just giving a disclaimer, as it’s been talked about in this article’s comments already.

    • Ajmobileguru

      The same for me although after much bargain, the Supervisor agreed to toss in a Air Jacket Grip case and screen protector for free.

    • billy

      Huh, weird. My wife’s screen cracked a couple of months ago through the Motorola website (no call center BS), and they let her create a new phone on Motomaker for free at the same time that she submitted the claim. I do think they specifically excluded water damage, however.

  • DanielMena9

    soooooo ebay resales just went up?

  • just tried, no go, they said i had to contact LG and that accidental damage is not covered

    • Droon

      Did you purchase through the Google Play store?

      A Google Play rep (or at least someone claiming to be) commented on Joshua D’s Google+ thread saying that it is for US customer’s only that ordered from Google Play store.

      • yep, def bought through Play store, but i asked via chat… so i tried again saying i heard about this specifically that there’s now a swap for broken Nexus 5’s so they told me to specifically to call in since they can’t do it via chat, so will try again later when at home

    • Carlton Crasher

      I bought mine from Best Buy, screwed myself. imho shouldn’t have to buy from the play store though.

  • brkshr

    I could have used this 2 months ago. Going through LG was a nightmare for me. It took about 6 weeks.

  • John Smith

    does Apple offer this with iPhone? or do they charge? first time? second time?

  • NexusMan

    Better late than never. Moto X owners have been enjoying this perk for over a year.

    • Ajmobileguru

      I dont think so. Talking from personal experience. Nowhere on the website is it stated and thats exactly what the service reps tell you when you call them. I had to pay $195 including taxes to get a replacement for my wife’s broken Moto X

      • NexusMan

        You’re bad luck. They did it for me 2 weeks ago.

      • billy

        Was this for water damage? I think they make exceptions for certain types of damage, and water damage is specifically excluded, but they replaced my wife’s Moto X for free (cracked screen). Just submitted a ticket via the Moto website.

        • Anthony

          How do you submit a ticket online. When it ask if phone has physical damage and you marked yes, it automatically takes you to the $175 replacement option. I already tried via chat and phone and no go, always saying $175 for physical damage. This used to work easily according to people on forums, but not so easily anymore. Any help appreciated

  • Pete Arado

    Are you serious. Where was this 3 weeks ago when my phone went swimming and I had to buy a new one?!

    Dammit.

    • Pootis Man

      That sucks.

    • joey

      Ditto, would have been great 2 months ago

    • emoney

      you should put a gate around your pool so the nexus doesn’t sneak out and go for a dip

  • mcdonsco

    That’s pretty damn nice for resale value. Replace it before selling it, sell it as new.

    • BobbyG

      unless you get a refurb back

  • inklenotrump

    this sounds like it needs a YMMV tag.

  • Godzilla

    Impressive

  • goatodoom

    Well that is awesome…I just cracked my screen last week.

  • icantremember

    Moto doesn’t do this anymore.

    • NexusMan

      Yes they do. I just did it 2 weeks ago.

      • Charlie

        How did you do it? I tried last week and they said it’d be $175. I ordered it new through Moto Maker less than a year ago.

        • NexusMan

          My issue was a cracked screen, don’t know if that was your issue too. I just called, asked my options and they told me the policy and sent me one for free. Unlike Google Play, they didn’t even charge or authorize my card. And they don’t require you to send your old device back 1st. The only charge they do is if you are replacing a wood back with another wood back. Then they just charge you the $25 for the wood back and when you send in the old phone, they refund you that $25.

          • Anthony

            I also tried a moto x about 2 days ago. My wife dropped her phone and now screen is cracked. I purchased it through MotoMaker at full price, the unlocked gsm one and was told $175 and there is no way around it. Then I called and the same thing, then chatted again, same thing again. I explained it’s been done for free to many people online. Again, they come up that previously they could do it as an exception but it cant be done anymore. I gave up and my wife will have to keep using her cracked moto x until I get a cheap screen replacement.

        • Jeff Mowbray

          They told me the same thing. $175

        • Dimitre Guenov

          I did mine recently as well. There’s a great tutorial on Reddit somewhere. Just Google “Moto X cracked screen replacement”.

          What I know is that it CANNOT be a carrier model. Unlocked, unsubsidized only and has to be MotoMaker customized, purchased through the site.

          • billy

            Aha! That makes sense. Did this for my wife’s phone a couple of months back for a cracked screen, it was a piece of cake… but it was for a Motomaker unsubsidized version purchased through Motorola’s site. We submitted the claim online through Moto’s website, no dealing with carriers or customer service call centers.

        • NexusMan

          Wow. I wonder if it has something to do with the type of device you have. Carrier or unlocked. Or maybe it has something to do with the New Moto X dropping tomorrow? Because like I said, 2 weeks ago, not only did I get it, but they actually offered it to me.

      • Hunter

        2 weeks ago? they ended the program july 17th. I literally spent hours on the phone talking to them about this. Please respond and tell me what they said.

        • NexusMan

          What was your issue? Mine was a cracked screen. Funny thing is I didnt even know about the program until I herard about it online. I called, told them my problem and asked what my options were and they told me about the program and said I’d get it for free.

          • Hunter

            Yeah it was a cracked screen and I actually just called them and they said that I can’t get a free replacement. Did you do or say anything special?

      • Jeff Mowbray

        Please give the details as I just damaged my Moto X screen

        • NexusMan

          See my post below. I just called and asked what my options were and they offered it to me. They said it’s 1 free replacement within the 1st year.

  • Carlos Lopez

    oops i threw mine at the wall just because i can now

    • Miguel

      Hahaha, mine is actually broken so I’m calling right now, I’ll edit this post as soon as I get an answer from them.

  • Did you have to purchase it from the Google Play store?

    • veRdiKt

      Yes you have to. Can’t be from T-Mo.

  • Good_Ole_Pinocchio

    Wait…..So my Nexus 5 with a cracked screen that I’ve owned since launch….I can just call Google and they’ll send me a replacement? . . . There isn’t any other stipulation? Like “if you bought device From today forward”?

    • MistaButters

      You do get a refurb back.

      • how do you know it’s a refurb?

        • MistaButters

          Because I recently did a warranty exchange, The rep said they no longer do new phones. If you don’t want a refurb, you can try to contact LG and deal with them.

      • James

        That’s not necessarily a bad thing. Went through several Galaxy Nexus phones a while back, and a refurb was the one I ended up keeping. Worked perfectly. I’ve had good luck with other refurb devices too.

        Regardless, cheers for the information – it’s good to know.

        • MistaButters

          The Nexus 5 I got back seems to be doing well. But historically, I have had super back experiences with refurbs.

          • James

            I imagine it matters who is actually refurbishing the device. In other words, is the refurb certification completed by the OEM, by Google directly, etc. Different OEMs may have different standards, leading to different quality on the refurbed devices.

      • jmc

        So I purchased a nexus 5 back when it launched last october and a few months after it wouldn’t turn back on. It is literally in mint condition other than the fact it won’t power. I believe its because one night the back case partially popped open and water must have crept in and shorted something (it was raining the night it stopped working), but because you void the warranty once the back case is fully popped opened, I decided to store it and wait for the opportunity to have it fixed. There are images, texts, videos, etc. that I want, and if I send it back to Google they won’t fix whatever the issue is with my damaged nexus and send it back to me, but instead they’ll simply replace me with a new one.

        My question: Does Google refurbish their products? a.k.a. can they fix my broken nexus and give it back to me, retaining all its information (granted the hdd isn’t damaged)?

        Another option: IF all is lost, would you suggest I just send back the damaged phone, get a brand new one and sell it? at least I’ll get something out of my damaged near-mint conditioned phone.

        • niuguy

          I was having the Nexus 5 GPS issue. Had it since launch. I went through the support process and they swapped out my phone. They sent me what seemed to be a brand new phone (if it wasn’t I couldnt tell) and I basically took the box that the new phone was in, plopped in my old phone, and mailed it back for free. It was great.

    • veRdiKt

      Yes it works!!!!! Broke mine in April, used the G2 and now the G3! I called them and they said its a one time exception.

      • J2886M

        You did this with a G2??

    • John Smith

      call now and try it and post back and let us know how it worked. we are waiting!

    • Weber

      Let me know if you do this and how you went about it. My N5 took a hard dive onto some concrete the other day, and I didn’t want to have to buy a new phone.

      • Good_Ole_Pinocchio

        I’ll do it when I get home…. if it can I’ll most likely end up selling my OnePlus

  • compwagon

    From the linked Moto site:
    “What type of damages are not covered by my warranty?

    Damage and/or performance issues that result from contact with any liquid, water, rain or extreme humidity are excluded from warranty coverage.
    Motorola will not repair or replace liquid-damaged products. They will be returned unrepaired.”

    Did I miss something?

    • Kyle Wiggers

      From what I’m hearing now, Moto seems to be a little inconsistent when it comes to replacements. I’ve changed the wording of the article to reflect that.

      • Justin W

        Why don’t you have a staff tag yet?

  • Mike Aurin

    Google: “Oh shits” are now covered 🙂

  • markgbe

    cool, i have some pretty decent scratches on my screen that i don’t like very much…

  • Mike Aurin

    It’s amazing how companies are doing this. I don’t exactly agree with the practice but good on them!

    • NexusPhan

      Screen *glass* replacement costs next to nothing with the right tools and knowledge. LCD replacement is more expensive but much much less common. This is good business practice. Helps retain customers.

      • Mike Aurin

        And how easy is it to replace the entire housing of a device since the screen is rarely the only damaged part of the phone?

        • NexusPhan

          Pretty easy for the nexus 5. Did a few myself. $85 retail. I feel like they could still just replace the broken glass and call it a day. Cosmetic damage is not that big of a deal.

        • Cory S

          Nexus 5 is really easy to repair. Comes apart almost like a mini laptop. Compared to a iPhone 4s screen I replaced once it’s the difference between neural surgery and big block legos..

      • Higher_Ground

        customer rentention has to be the reason – I admit I’d be way more likely to buy from a manufacturer that gave me a free replacement. I wonder at what point in a phone’s lifecycle they start the replacement? Seems like they would want to wait until after the initial demand died down and they had lots of extra inventory.

    • NexusMan

      Why would you not agree with a practice that benefits the consumer?

  • Jason Purp

    I’ll never get over the fact that Verizon never got the Nexus 5. What a beautiful phone.

    • Mike Aurin

      This. I really just want a stock android phone again. So bad. I loved my GNex

      • Mike Aurin

        I mean I hated it MOST of the time…but I loved it.

        • Pedro

          Loved it when it was plugged in?

          • Simon Belmont

            I loved mine all of the time (still do). But that’s because I had (actually still have) the GSM version.

            Not the battery destroying CDMA/LTE version. Too bad that version and Verizon’s slow updates gave all G’Nex a bad rap by association.

          • Pedro

            Gotcha. It really was a great phone once you loaded a ROM on it.
            With a few tricks, and a custom kernel, a full day’s use wasn’t out of the question. But a full day was often a challenge. I learned more about Tasker shutting things down based on (something) that I never thought I’d have to learn. Served me well since. Learning is good. And the VZW GNex was, if nothing else, a platform for learning.

    • JSo

      After they skipped the Nexus 4, you should have seen it coming.

      • JSo

        Also, that’s why I left Verizon to go to T-Mobile. I got my Nexus 5. 🙂

        • DonSerrot

          I left Verizon with the Nexus 4 and never looked back. I wish my area could do T-Mobile, but Straight Talk is probably the next best thing for me.

    • shecalledmejay

      I felt the same way but the Moto X has filled that verizon void.

    • Shane Hastings

      Because Google don’t want to deal with crappy carriers. Its unlocked and that’s how it should be.

    • Nooberrific

      True bit at least you can get the new moto x on Verizon

  • Finire

    So… do they pay for the divers to retrieve it from the bottom of a lake?

    • Mike Aurin

      Assuming you wanted your free replacement so you snorkeled it out of the lake yourself…