6 ms·

“Google is now the seller of record of this phone,” And who is the servicer of broken phones? Is there a warranty? Can I get a customer service agent on a re

“Google is now the seller of record of this phone,” And who is the servicer of broken phones? Is there a warranty? Can I get a customer service agent on a real voice line? Given Google's track record of hardware they could have answers for all of this and I still wouldn't own one.

alexbaker 10y ago
I've bought a Nexus phone every year since the Nexus One (and a few tablets as well) and throughout those years have received a few warranty replacements. One was even a free replacement of a replacement more than a year after the initial purchase. I always get a human in a chat or phone call without any effort, and I always get free next day shipping. I bought Nexus protect on my current phone, and although it is through a third party, when I damaged my phone the replacement process was basically the same (except I had to pay $79). I personally think their hardware support is awesome.
- poopsintub 10y ago
  I called and talked about a rep about an issue with my Nexus for months and Google did nothing because of a software and/or hardware issue their engineers couldn't figure out. They kept saying they will look into it and sending instructions to do this or that. Month after month... Finally 4-5 months in, the phone stopped working all together and they sent me a replacement. Nevermind their 14-day return policy, any other company would have sent me a replacement. Now they have lost me as a Project Fi customer, and I surely won't take a chance on another Nexus phone.
wstrange 10y ago
I have used Google's hardware support before for Nexus - and they have been excellent. Very responsive, and yes, a real customer service agent picked up the phone.
mmanfrin 10y ago
And who is the servicer of broken phones? Is there a warranty? Can I get a customer service agent on a real voice line? This was one of the things they announced; Fire-phone-like support tools and access.
Certhas 10y ago
I'll add my voice to those who've had only excellent experience with Google Nexus customer service. Real person on the line, went out of their way to fix a problem that was entirely my fault.
fizzbatter 10y ago
I wanted to confirm a change of address for a phone order when i was moving, and got a real person on the line very quickly. American (probably) too, which is appreciated. Not knocking foreign support, but when i call Comcast, there is definitely a bit of a language barrier.
fma 10y ago
I had an issue with my Chromecast and felt it was defective...yes, that little $25 device. I called up the support line, got an American (at least, someone with an American accent) and went through a few steps. I didn't have to twist their arm to send me a replacement or anything. It was resolved within 10 minutes (though I recall there was a wait). I would hope they have the same support, or better, for their more expensive hardware.
shostack 10y ago
Did you watch the announcement? There is a built in support function that lets you call or chat with support AND share your screen with them to troubleshoot.

alexbaker 10y ago

I've bought a Nexus phone every year since the Nexus One (and a few tablets as well) and throughout those years have received a few warranty replacements. One was even a free replacement of a replacement more than a year after the initial purchase. I always get a human in a chat or phone call without any effort, and I always get free next day shipping. I bought Nexus protect on my current phone, and although it is through a third party, when I damaged my phone the replacement process was basically the same (except I had to pay $79). I personally think their hardware support is awesome.

poopsintub 10y ago
I called and talked about a rep about an issue with my Nexus for months and Google did nothing because of a software and/or hardware issue their engineers couldn't figure out. They kept saying they will look into it and sending instructions to do this or that. Month after month... Finally 4-5 months in, the phone stopped working all together and they sent me a replacement. Nevermind their 14-day return policy, any other company would have sent me a replacement. Now they have lost me as a Project Fi customer, and I surely won't take a chance on another Nexus phone.

wstrange 10y ago

I have used Google's hardware support before for Nexus - and they have been excellent. Very responsive, and yes, a real customer service agent picked up the phone.

mmanfrin 10y ago

And who is the servicer of broken phones? Is there a warranty? Can I get a customer service agent on a real voice line? This was one of the things they announced; Fire-phone-like support tools and access.

Certhas 10y ago

I'll add my voice to those who've had only excellent experience with Google Nexus customer service. Real person on the line, went out of their way to fix a problem that was entirely my fault.

fizzbatter 10y ago

I wanted to confirm a change of address for a phone order when i was moving, and got a real person on the line very quickly. American (probably) too, which is appreciated. Not knocking foreign support, but when i call Comcast, there is definitely a bit of a language barrier.

fma 10y ago

I had an issue with my Chromecast and felt it was defective...yes, that little $25 device. I called up the support line, got an American (at least, someone with an American accent) and went through a few steps. I didn't have to twist their arm to send me a replacement or anything. It was resolved within 10 minutes (though I recall there was a wait). I would hope they have the same support, or better, for their more expensive hardware.

shostack 10y ago

Did you watch the announcement? There is a built in support function that lets you call or chat with support AND share your screen with them to troubleshoot.