08-18-2017 07:59 AM
53 123
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  1. ROB_M's Avatar
    That sucks! It sounds like the same exact issue as mine. How do they proceed to repair yours but on the other hand, they tell someone else that it's not fixable because it's a hardware problem and give them a refund? I'm still waiting to hear back and the website just says "Repair in Progress." I agree that the customer service is a joke! When I called in and told the rep my model, the first thing she told me was to take the battery out and put it back in which is stupid because these batteries aren't removable. I'm very skeptical about the whole refund thing. Why would they offer refunds to some people, but not others? Either way, I'm done with LG. They make cheap products and they don't know how to do the right thing and own up to their mistakes.

    Rob_M
    12-19-2016 03:33 PM
  2. nemov's Avatar
    Interesting that you're getting a G4. Was your 5X within or outside the 1 year warranty period?
    Yeah, it was one week outside the 1 year warranty. That's why Google Support punted it to LG. Pretty awful customer service experience.

    That sucks! It sounds like the same exact issue as mine. How do they proceed to repair yours but on the other hand, they tell someone else that it's not fixable because it's a hardware problem and give them a refund? I'm still waiting to hear back and the website just says "Repair in Progress." I agree that the customer service is a joke! When I called in and told the rep my model, the first thing she told me was to take the battery out and put it back in which is stupid because these batteries aren't removable. I'm very skeptical about the whole refund thing. Why would they offer refunds to some people, but not others? Either way, I'm done with LG. They make cheap products and they don't know how to do the right thing and own up to their mistakes.

    Rob_M
    The G4 was authorized as a replacement on Decmeber 12th and it still hasn't shipped. It's really unbelievable how awful LG's customer support is at handling this issue. It's been well over a month now since I sent the Nexus 5X in for service.
    12-21-2016 08:37 AM
  3. ROB_M's Avatar
    Heard back from LG. They are only offering me a G4 or G5 or I can wait 2 weeks for the repair. I told them that the first LG rep told me I would be able to get a refund and I had to go to the mobile repairs site to get the process started. I asked to speak to a supervisor and she wouldn't give me a refund even though I told her that I am on Project Fi and I already purchased a phone because I couldn't wait and be without a phone for that long and also that the G4 and G5 are useless to me on Project Fi. I asked how can they offer refunds to some people and not others. All that she told me was that LG changed their policy and she refused to issue me a refund. I didn't accept it and am just waiting for the repair. I think the G5 would be a pain to try to sell. LG products are garbage!!! Do NOT buy LG!

    Rob_M
    12-22-2016 03:02 PM
  4. nemov's Avatar
    Heard back from LG. They are only offering me a G4 or G5 or I can wait 2 weeks for the repair. I told them that the first LG rep told me I would be able to get a refund and I had to go to the mobile repairs site to get the process started. I asked to speak to a supervisor and she wouldn't give me a refund even though I told her that I am on Project Fi and I already purchased a phone because I couldn't wait and be without a phone for that long and also that the G4 and G5 are useless to me on Project Fi. I asked how can they offer refunds to some people and not others. All that she told me was that LG changed their policy and she refused to issue me a refund. I didn't accept it and am just waiting for the repair. I think the G5 would be a pain to try to sell. LG products are garbage!!! Do NOT buy LG!

    Rob_M
    My replacement phone was supposed to be shipped with 7 business days. It's day 8 now and the phone still hasn't shipped.

    Every time I contact support they don't do anything except say they're going to "escalate it" which has accomplished nothing so far:

    Merwin: I am so sorry if this is taking so long. I updated your account and submit a follow up. We will be letting you know through email about the shipment of the replacement phone,

    Worst customer support I've ever seen. I'll never buy anything from LG.
    12-22-2016 03:19 PM
  5. Dajakahl's Avatar
    [I have just had 2 N5X phones die with this exact issue within a week. They both died after the update. I could not be less impressed.
    12-23-2016 07:01 AM
  6. nemov's Avatar
    [I have just had 2 N5X phones die with this exact issue within a week. They both died after the update. I could not be less impressed.
    Seems likely the 5X is a lemon if LG isn't bothering to repair them anymore. Google is fortunate it happened a year after release. So far there hasn't been any negative PR.
    12-23-2016 07:47 AM
  7. ROB_M's Avatar
    According to LG, they have a batch of motherboards on order and I have to wait 2 weeks for the fix. I am wondering if it is a new motherboard or the same exact one and if my device is just gonna bootloop soon after I receive it. I do not have much faith in LG products anymore.

    Rob_M
    12-23-2016 11:53 AM
  8. nemov's Avatar
    According to LG, they have a batch of motherboards on order and I have to wait 2 weeks for the fix. I am wondering if it is a new motherboard or the same exact one and if my device is just gonna bootloop soon after I receive it. I do not have much faith in LG products anymore.

    Rob_M
    They told me they were on backorder before telling me they were replacing the phone. That was on the 12th and they still haven't shipped the replacement. I'm starting to wonder if I'm ever getting a phone in return.
    12-24-2016 02:12 PM
  9. pwrOverload's Avatar
    According to LG, they have a batch of motherboards on order and I have to wait 2 weeks for the fix. I am wondering if it is a new motherboard or the same exact one and if my device is just gonna bootloop soon after I receive it. I do not have much faith in LG products anymore.

    Rob_M
    That's a concern of mine - so I've just paid full price and waited a month for a repair, and will this just happen again within the next year? Will LG get to profit from the repair yet again? Mine died while on vacation, but at least it was in the airport for the return flight so just had to survive a flight with no entertainment.
    01-03-2017 07:52 PM
  10. nemov's Avatar
    It's been 16 business days (December 12) since LG said they were sending the G4 to replace the Nexus 5x. There's been no update. I've contacted support numerous times and they never tell me anything new.

    It's amazing that any company is this incompetent in 2017.
    01-05-2017 09:02 AM
  11. nemov's Avatar
    It's been 16 business days (December 12) since LG said they were sending the G4 to replace the Nexus 5x. There's been no update. I've contacted support numerous times and they never tell me anything new.

    It's amazing that any company is this incompetent in 2017.
    It's now 23 business days since the replacement was authorized. Now they're saying it's going to be 5-7 business days from January 12th. It's now been two full months since I sent the phone in for service. Two months and I'm not even getting the same phone I sent in for service. What a debacle.
    01-16-2017 08:29 AM
  12. icstars989's Avatar
    I came pretty late to this conversation, but just wanted to chime in as well. My 5x stopped functioning, completely unresponsive and wouldn't display anything on the screen. I knew it was working because in a dark room, there would be the faintness of backlight glowing though, but as for any sort of picture, there was none. I sat on it for awhile because I have numerous phones around the house.

    Just sent it off for repair on Dec 26 and just yesterday got an email back saying that it was a mainboard and "other" which they fixed and it was covered under warranty. I thought I'd get a refurb back, and the turn around would be quicker, but I'm almost sure I'm receiving my actual phone back lol. It shows being delivered this Wed, so we'll see. Good luck everyone.
    01-16-2017 07:55 PM
  13. vjdj3024's Avatar
    Just to share my experience, I have Nexus5x and I upgraded it to 7.0 sometime in Dec'16 and few days later it went into a boot loop. Then I googled and found that this is common issue with Nexus 5X and it is a hardware problem. I called Google as my phone was still under warranty and I got this from Google store. The Google customer care was pathetic and after wasting a week with them I contacted LG and they directed me to their repair website. I did sent my phone for repair and got my phone back today with repair results as "Swap Board (Main/RF) : Others" and defect: "Power-Completely off". Let us see how it goes but one thing is for sure no more LG products and the Google customer care sucks so no more Google products (before this I was thinking to upgrade to Pixel, but not now).

    If someone has similar experience then please share also will it be fine now to upgrade to Android 7.1.1, suggestions/comments?
    01-17-2017 08:19 PM
  14. icstars989's Avatar
    Just to share my experience, I have Nexus5x and I upgraded it to 7.0 sometime in Dec'16 and few days later it went into a boot loop. Then I googled and found that this is common issue with Nexus 5X and it is a hardware problem. I called Google as my phone was still under warranty and I got this from Google store. The Google customer care was pathetic and after wasting a week with them I contacted LG and they directed me to their repair website. I did sent my phone for repair and got my phone back today with repair results as "Swap Board (Main/RF) : Others" and defect: "Power-Completely off". Let us see how it goes but one thing is for sure no more LG products and the Google customer care sucks so no more Google products (before this I was thinking to upgrade to Pixel, but not now).

    If someone has similar experience then please share also will it be fine now to upgrade to Android 7.1.1, suggestions/comments?
    This was exactly the same thing mine said. I'm getting it in the mail today, we'll see.
    01-18-2017 11:11 AM
  15. nemov's Avatar
    I finally received the replacement phone... they sent me a G4 that only works with AT&T. We use Verizon. So after over two months the issue isn't resolved. I contacted LG this morning and now their RA tracking system is down so again... they can't help me. This is unbelievable. I feel like I'm being trolled at this point. LG must have the worst support in the world. It's difficult to believe that any company could be this incompetent.
    01-23-2017 08:24 AM
  16. ndwarika's Avatar
    Hi. So here's my experience.
    Problem:
    - 5X suddenly rebooted during the night
    - Bootloops in the first hour I woke up
    - Freezing on animation thereafter
    - Sometimes made it to home screen, but freeze
    - Was able to invoke recovery, wiped, but no change

    Solution:
    - Spoke with a fairly rude LG operator (Google didn't reply to initial query, but maybe I did something wrong)
    - Operator says that based on IMEI, phone is in warranty for ONE more day
    - decided to FedEx the phone "Next Day" delivery
    - After phone delivered, contacted LG to confirm the Account Repair number
    - Was then told that after a second check of the IMEI, phone was out of warranty for four weeks
    - I said I was not paying and the first CSR should have said so
    - Phone repaired and delivered in five days, instead of the estimated six AT NO CHARGE!!!
    - Haven't powered it yet... it came yesterday, and I'm not home yet
    02-06-2017 02:56 PM
  17. nemov's Avatar
    Hi. So here's my experience.
    Problem:
    - 5X suddenly rebooted during the night
    - Bootloops in the first hour I woke up
    - Freezing on animation thereafter
    - Sometimes made it to home screen, but freeze
    - Was able to invoke recovery, wiped, but no change

    Solution:
    - Spoke with a fairly rude LG operator (Google didn't reply to initial query, but maybe I did something wrong)
    - Operator says that based on IMEI, phone is in warranty for ONE more day
    - decided to FedEx the phone "Next Day" delivery
    - After phone delivered, contacted LG to confirm the Account Repair number
    - Was then told that after a second check of the IMEI, phone was out of warranty for four weeks
    - I said I was not paying and the first CSR should have said so
    - Phone repaired and delivered in five days, instead of the estimated six AT NO CHARGE!!!
    - Haven't powered it yet... it came yesterday, and I'm not home yet
    I'm on the 10th business day since LG received the wrong phone they shipped me. They shill haven't shipped the correct phone. I sent the Nexus 5X to LG 86 days ago. This has to be one of the worst customer services experiences of all time.
    02-09-2017 07:33 AM
  18. secretmachines's Avatar
    this exact sequence has just happened to me... have I now got a useless phone?

    did this happen for you after installing the latest android update? it did for me, bit of a coincidence...
    02-09-2017 04:29 PM
  19. nemov's Avatar
    this exact sequence has just happened to me... have I now got a useless phone?

    did this happen for you after installing the latest android update? it did for me, bit of a coincidence...
    It's been so long now since I sent the phone to LG I can't remember what happened to the phone. It was just bricked. Google wouldn't offer support so they punted to LG.
    02-10-2017 10:53 AM
  20. secretmachines's Avatar
    It's been so long now since I sent the phone to LG I can't remember what happened to the phone. It was just bricked. Google wouldn't offer support so they punted to LG.
    fortunately i was able to take it back to the store i bought it from, under 24 month guarantee from LG. we'll see what they say!
    02-10-2017 11:29 AM
  21. secretmachines's Avatar
    fortunately i was able to take it back to the store i bought it from, under 24 month guarantee from LG. we'll see what they say!
    I've just got the 5x back from the retailer after 10 days (who presumably sent it to LG). They had to replace the motherboard.
    02-19-2017 02:32 AM
  22. nemov's Avatar
    I'm at day 97... issue still isn't resolved.

    Not surprising that when I sent back the incorrect G4 phone they were unable to send the replacement immediately. I'm now on business day 17 since they received the phone. I'm not sure what's going on at LG's repair facility, but it's a debacle.

    I probably should have just sold the AT&T phone and cut my losses.
    02-20-2017 10:17 AM
  23. nemov's Avatar
    On day 101, I finally received the G4 phone from LG. I haven't turned it on yet so I'm not out of the woods yet.
    02-24-2017 12:23 PM
  24. JumanjiJohn's Avatar
    I bought my phone last year and a few months later it had this issue. I sent it in to repair and they repaired it. Now it's having it again. Froze, rebooted, now won't turn on. I'm now a month out of warranty. Does anyone know how much LG would charge for an out of warranty motherboard replacement? Trying to decide if it's worth it, but LG says they can't tell me how much it'll cost until i send them the device.
    03-19-2017 02:43 PM
  25. Shakatu's Avatar
    I bought my phone last year and a few months later it had this issue. I sent it in to repair and they repaired it. Now it's having it again. Froze, rebooted, now won't turn on. I'm now a month out of warranty. Does anyone know how much LG would charge for an out of warranty motherboard replacement? Trying to decide if it's worth it, but LG says they can't tell me how much it'll cost until i send them the device.
    This is what's happening to me. Haven't looked into customer service yet since it's a month after warranty.
    06-01-2017 05:29 AM
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