1. mvng's Avatar
    Hey all. I recently purchased a Nexus 5 from eBay, as an upgrade over my Nexus 4. Device was brand new and no issues at all with it (admittedly I haven't used it a huge amount yet), sealed, basically straight from Google, and the seller was excellent. It arrived on Friday but today is the first day I've actually properly used the phone. I was messing earlier with some settings and my homescreens and I noticed a small white(?) line on my screen. I removed the temporary screen protector thinking it was that, but it stayed.

    I've tested it on a few colours and it seems worse on anything lighter, with grey making it most visible. I've attached some photos, that aren't the best but should hopefully give you an idea of what it looks like. I'm hoping someone will be able to identify what it actually is and if there are any fixes? While I'd rather not have to go through the fuss of getting a replacement (hopefully I can still do that with Google despite buying through eBay?), I will if necessary.

    I've also noticed that a second area has appeared but this time it's black rather than white. I'm going to guess they're dead pixels and that the only solution is a replacement? If that's the case can someone perhaps inform me on whether I can still go through Google and if so how is the best way to do it. Really love this device but don't want to have to live with specks on my screen.

    What can I do to fix it? If I can't do anything how do I go about getting a replacement from Google? I know it's only a minor thing but it'll irritate me more time passes. I can provide more information if anyone needs it.

    EDIT: Apologies for the photos/attachments!
    Attached Thumbnails Screen/Pixel issues...-img_20131026_125648_0000_img_20131110_174404.jpg.jpg   Screen/Pixel issues...-img_20131026_125648_0001_img_20131110_193803.jpg.jpg   Screen/Pixel issues...-img_20131026_125648_0002_img_20131110_193823.jpg.jpg   Screen/Pixel issues...-img_20131026_125648_0003_k.jpg.jpg   Screen/Pixel issues...-img_20131026_125648_0004_img_20131110_174316.jpg.jpg  

    11-10-2013 03:01 PM
  2. Jonneh's Avatar
    You're right in that those are dead/stuck pixels. there are sometimes apps in the market that claim to help refresh/recalibrate the screen, and you can try those, but I don't think they'll work. You bought it from ebay, but you still have access to its IMEI number and all that...I'd try calling Google customer support up and explaining the situation. If they need the original buyer's order number, I'm sure the seller on ebay would give you it to give to Google, since you said you had a great experience with them. But perhaps you won't even need it and Google will just take care of you. I've had great experiences with Google customer support when needing to replace my Samsung Galaxy Nexus.

    Note: I haven't personally installed and tried any of these, just did a quick search.

    https://play.google.com/store/apps/d...otdetect&hl=en

    https://play.google.com/store/apps/d...lchecker&hl=en

    https://play.google.com/store/apps/d...elrepair&hl=en

    https://play.google.com/store/apps/d...eadpixel&hl=en
    mvng likes this.
    11-10-2013 05:38 PM
  3. mvng's Avatar
    You're right in that those are dead/stuck pixels. there are sometimes apps in the market that claim to help refresh/recalibrate the screen, and you can try those, but I don't think they'll work. You bought it from ebay, but you still have access to its IMEI number and all that...I'd try calling Google customer support up and explaining the situation. If they need the original buyer's order number, I'm sure the seller on ebay would give you it to give to Google, since you said you had a great experience with them. But perhaps you won't even need it and Google will just take care of you. I've had great experiences with Google customer support when needing to replace my Samsung Galaxy Nexus.

    Note: I haven't personally installed and tried any of these, just did a quick search.

    https://play.google.com/store/apps/d...otdetect&hl=en

    https://play.google.com/store/apps/d...lchecker&hl=en

    https://play.google.com/store/apps/d...elrepair&hl=en

    https://play.google.com/store/apps/d...eadpixel&hl=en
    Thanks for the reply! I did try one of those apps but it hasn't done much anything sadly. I've contacted the seller and they've said they're happy enough to try get a replacement or refund me.

    From your experience do you feel Google will offer a replacement to the seller? I feel like I'm being overly fussy and the dead pixels are really small and something that won't be worth of a replacement.
    11-10-2013 06:14 PM
  4. Jonneh's Avatar
    It really depends on how much it bothers you. It's a brand new device from Google; you just bought it from someone who had just recently bought it from them. If the seller were keeping it, they could easily get it replaced by Google. The only difference is you bought it from the seller already. Since you said the seller is happy to do whatever they may need to do to help you get the replacement, I'd contact Google and explain the situation, letting them know you are both on board for the replacement. The seller may not even need to be involved in the process since it is now your own device.

    Personally, I had a great experience with customer support, and you paid full price for the brand new phone sealed and all. I'd be making the phone call to Google support. I'm not sure what kind of information they'll require, because I replace my phone a couple years back, but I remember they were happy to help and even seamlessly set me up in contact with Samsung to finish the replacement. I then had to send my device to Samsung. Google will probably do the same for you; happy to help, start the process, then transfer your phone call to LG people, who then finish the process and ship your new one to you, afterwards you ship yours to them. Google makes it all a seamless process; you're talking to Google at one moment, and during the same phone call, you're then talking to the manufacturer.
    11-10-2013 06:27 PM

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