1. ninja_monkey's Avatar
    I just got my first Android phone after deciding on a Nexus 5. However after a couple of days I noticed a bit of light leakage from the top right corner and noticed that the rear casing had a bit of a gap. I tried forcing it in but could not get it to fit. So I then tried to see if it could be replaced via Google's 15 day return policy. after a back and forth, an RMA has been issued, but this doesn't sound Luke the same process I've read about. With others it sounds like a replacement unit is ordered and the old returned with no fuss, meaning a minimum delay.

    I've got to wait for packaging, send mine back, wait for an amount to be credited, and then just order a new phone, so it sounds like I'll be waiting till mid January for a new phone, and I'd be better of just ordering a new one now and get my refund.

    On the other hand, it seems that I can purchase a replaceother options are that I can purchase a rear cover online and fit it myself. Of course this only works if the side of the casing isn't damaged. Another option is that I just get a case and live with it.

    UK RMA procedure:

    Step 1: Pack it

    Print out the attached RMA form.
    You'll receive a return shipping label and shipping package in the mail within 5 days.
    Make sure that you keep the SIM card for your device, if applicable. Any SIM cards that are returned with the device will be destroyed.
    Please do not try to ship your device back to us before receiving your replacement; wait for the prepaid shipping materials.
    When you receive the prepaid shipping materials, put all of the original itemís packaging and accessories along with the printed RMA form into the shipping package.
    Step 2: Ship it

    Drop your package off at your local post office.

    Step 3: Get your refund

    Please return your device using the attached RMA within 7 days of receiving this email. Once your return is received and inspected by our warehouse, youíll be refunded for the device within 14 business days.
    Important notes:

    Your device and all accessories must be returned in like-new condition.
    You must take reasonable care when returning the device.
    Applicable fees may be charged for damages or missing components.
    Google reserves the right to reduce return value by the promotional credit amount, if applicable.
    12-28-2013 12:06 PM
  2. Ice_Cold_Q's Avatar
    Yeah this is a refund not a replacement order, i got the replacement order and the device came to me with the shipping requirements for me to return the current device so I was never without a nexus 5 really

    Posted via Android Central App
    12-28-2013 01:03 PM
  3. patruns's Avatar
    So I then tried to see if it could be replaced via Google's 15 day return policy.
    As the other poster stated, that is a refund request. The 15 days applies to refunds only.

    Perhaps different in the UK. For an exchange in North America, they will charge a 2nd phone to your credit card (basically a hold on the funds) and ship you out a new one. You timely send back the old one in the supplied package and as long as they get it in good condition that's it. The credit card hold just goes away. If you do not return the old phone they will complete the credit card transaction resulting in you paying for 2 phones.
    12-28-2013 02:20 PM
  4. ninja_monkey's Avatar
    Thanks Guys. Have emailed back to see if an exchange is possible.

    Sent from my Nexus 5 using Tapatalk
    12-28-2013 02:40 PM
  5. ninja_monkey's Avatar
    fwiw, here's a picture of the corner:

    Sent from my Nexus 5 using Tapatalk
    12-28-2013 03:10 PM
  6. mrsmumbles's Avatar
    You can't get it to snap back in?

    Sent from my Nexus 5 using Tapatalk 2
    12-28-2013 03:14 PM
  7. ninja_monkey's Avatar
    Unfortunately not. I put a bit of pressure on it but it won't budge. Don't want to push too hard in case I cause any further damage.

    Sent from my Nexus 5 using Tapatalk
    mrsmumbles likes this.
    12-28-2013 03:29 PM
  8. ninja_monkey's Avatar
    I've received a response from Google stating that a replacement is possible

    Thanks for your response and continued patience. *You can indeed order a replacement in lieu of a refund for your Nexus 5. *Below please find the necessary information for the exchange process.

    Step 1: Order Your Replacement Device [Time-Sensitive]

    Please click through the link below within 24 hours of receiving this email to order your replacement device:

    <link>

    About ordering your replacement:

    The replacement link above expires in*24 hours.You will not be charged for the replacement, but your card will be authorized up to the full price of the device.Please ensure that youíre signed in with the same*email account you used to originally purchase your device.*You will need to order the replacement from your computer (it wonít work from a mobile phone or tablet).

    Step 2: Pack it

    Print out the attached RMA form.You'll receive a return shipping label and shipping package in the mail within 5 days.Make sure that you*keep the SIM card*for your device, if applicable. Any SIM cards that are returned with the device will be destroyed.Please do not try to ship your device back to us before receiving your replacement; wait for the prepaid shipping materials.When you receive the prepaid shipping materials, put all of the original itemís packaging and accessories*along with the printed RMA form into the shipping package.

    Step 3: Ship it

    Drop your package off at your local post office.

    Important notes:

    Please return your device using the attached RMA within 5 days after*receiving your replacement.*Once your return is received and inspected by our warehouse, the authorization on your credit card will be removed.Your device and all applicable accessories must be returned in like-new condition.

    You must take reasonable care when returning the device.Applicable fees may be charged for damages or missing components.Google reserves the right to reduce return value by the promotional credit amount, if applicable.

    UNDERSTAND YOUR WARRANTY COVERAGE

    Additional charges up to the full price of your device may be incurred if our service center determines that the damage to your original device isnít covered under warranty. Prior to ordering your replacement and sending your device for inspection, please refer to the warranty card in the Nexus 5 packaging or visit*www.lg.com*for details on the LG limited warranty.




    Sent from my Nexus 5 using Tapatalk
    12-28-2013 03:32 PM
  9. mrsmumbles's Avatar
    Well that's good. Wishing you good luck with the replacement.

    Sent from my Nexus 5 using Tapatalk 2
    12-28-2013 03:36 PM

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