Re: Found a dead pixel on a brand new Nexus 5. Awesome.
This only applies if you bought your phone directly from Google Play.
Originally Posted by bscvetkova
I went through this process on Sunday...I thought my phone was broken. Google is very helpful and they would have let me exchange it if I'd wanted. Turned out that after I did a factory reset (a required part of the process) my problem resolved itself.
You'll need to have them call you back (you can't call directly):
They will run you through some troubleshooting. If it does not resolve your issue (and it won't, but they have to do it anyway), they will email you instructions on a factory reset. Once you do the factory reset, if you still have the problem, you can call them back (number is in the email) and they will let you return it.
They will put a hold on your credit card for the cost of the new phone, but you will not be charged. They will send you the new phone immediately (you don't have to send back your old one first). When you get your new phone, it will have a shipping label to send back the old one. You have a week (7 days) to return the defective phone after you receive the new one. They will look it over...if it is determined that the unit is defective, you just keep the new phone and thats it. The hold on your credit card is released, and you keep the new phone. If they determine that it is not defective, you will have to send back the new phone and take the old one back.
The rep I spoke with told me this almost never happens though. That it is rare that they will contest your claims on defectiveness. The whole process was very customer-friendly when I did it. I wish all companies handled returns like this.