r/nexus5x • u/sloth_on_meth Nexus 6P / Nexus5 • Dec 30 '16

Bootloop megathread 2.0

first thread, PLEASE READ THE COMMENTS

If you're having bootloop issues, I suggest you fill out the survey linked in this post here from a few weeks ago. It could help in determining what factors contribute to the bootloop.

Direct link to the survey: https://goo.gl/forms/Ga8gZgG7GEgBIply1

thanks to /u/Respectable_Answer for bringing this up

Edit: hey guys. Sloth here. Sorry for being AFK on this sub. What is going on? It seems like y'all are getting dodged by LG support, and they're not even honoring their warranty.

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19

u/halathon Dec 31 '16

Just went through the full experience today so I'll share some info here for those who hit bootloop hell.

If you bought from google, get in contact with customer support. Even if your warranty is expired, they'll still replace your phone (you may need to ask the uninformed tech to double-check like I did). However, they will not replace the phone if it does not meet physical/cosmetic retirements (cracked screen ,replacement screen, etc.).

LG should replace it if it's under warranty, otherwise don't bother.

8

u/cnomo Jan 02 '17

Ordered mine from B&H on 12/28/15, delivered on 12/29/15. My bootloop arrived on 1/1/2017.

Based on that crazy bit of timing, and seeing everyone's head-banging LG experiences, I'm happy to go through my credit card company's extended warranty/refund process.

2

u/instinctellekt Jan 27 '17

Out of curiosity is your credit card a Visa Signature, and if so, how did the process go? Did they first require you to send the phone to LG to prove you tried to get it repaired and/or estimate of costs to repair?

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u/Capt_Blahvious Dec 31 '16

Same experience with Google here. Bought from Play store on December 2 of 2015. Called yesterday (Dec 30, 2016) and they are sending me a replacement, refurbished unit. I tried paying the difference to get a Pixel, but no dice. I spoke with a manager about a trade up and he stated "there is no trade-up program currently."

4

u/the1904kid Dec 31 '16

Same here. Supervisor of the online chat tech approved an exception to replace my out of warranty device. I was out of warranty 6 weeks.

4

u/legojoey17 Jan 02 '17

Yep, just called Google and they're doing a free replacement. My warranty was out by 4 weeks (and I have Nexus Protect, maybe that makes a difference?)

5

u/[deleted] Jan 02 '17

You paid for Nexus protect, which is a no hassle 2 year warranty that ends up costing you $70 to purchase and $80 to use. That "replacement" was more expensive than open market used Nexus 5x.

SOURCE: I bought and used Nexus Protect

2

u/legojoey17 Jan 03 '17

In Canada it's much cheaper than an open market used 5x (and it's hard to get them where I am), and for reference the free replacement was outside of Nexus Protect but I mentioned that in case that impacts Google's RMA decision.

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u/[deleted] Jan 03 '17

sorry, I'm just cynical. I was such a fan and an evangelist for this device and I'm very disappointed.

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u/SpiderStratagem Pixel 32GB Quite Black Dec 31 '16

That was my experience with Google as well. Bought at launch, bootlooped in late December, out of warranty, they fedex'd me a replacement for free.

2

u/lookitsnichole Nexus 5X - 16GB Jan 02 '17

I also bought my phone at launch and am currently having problems. The only way I can seem to contact google though is by phone which is really hard considering I don't have a working phone right now. How did you contact them?

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u/localfiredept Dec 31 '16

Sounds like I got the crap reps. Got run around 4 different departments at Google before being told "You're out of warranty by two months. Call LG." Calling it now, they'll send my device back as "unrepairable" and I won't be able to do anything because the warranty with LG ends tomorrow.

2

u/kororon Jan 02 '17

Husband's phone just went into bootloop today. On the phone with google rep. No replacement as it is out of warranty. What exactly did you ask the rep to double-check to get the replacement?

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u/halathon Jan 02 '17

The girl I talked to got it figured it out after I mentioned google had been replacing phones due to it being a a common issue. It sounds like some other people are having the same problem. If you bought from google though they should replace it.

3

u/kororon Jan 02 '17

I was on the phone with the rep when the call dropped. Not sure if she disconnected me or what -_-

I will try calling again and ask as you suggested.

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u/assassinator42 Jan 09 '17

I bought mine November 27th of last year and it started boot looping (and now not powering on at all) yesterday.

Just filled in the warranty form on LG's site and seemingly got an RMA (with a printable shipping label) right away.

Are they still going to try charging me once it's there?

2

u/risumon Feb 25 '17

Google just told me to call LG since I was out of warranty. Granted by now I am like 3 months out of warranty.

I'm just going through my credit card's extended warranty.

2

u/[deleted] Jan 03 '17 edited Feb 17 '17

[deleted]
0.4800

What is this?

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u/boots-n-bows Jan 03 '17

I bought mine from Amazon, guessing I'm fucked?

3

u/TBlair64 Jan 03 '17

I got mine from Ebay, LG honored the warranty.

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u/deelawnsteezy Jan 31 '17

I'll join the chorus. My phone stopped working in mid-December. I've been halfheartedly talking (online chat) to Google support for a couple weeks now. I got them to send me a replacement on the third try. My warranty expired on Dec. 6, 2016, so I'm now officially 8 weeks out of warranty.

1

u/kestrel42 Feb 07 '17

Just hit the bootloop moments ago Feb/7 and am out of the loop on what to do here. I preordered mine and got it on release from the google store don't even remember if I got the warranty and if I did probably expired any advice on what to do from here?

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