Manufacturer Defects after Warranty Period

msmhw on 17/06/2017 - 02:51
Last edited 17/06/2017 - 16:53

Hi everyone,
I need some help and advice how to handle the situation I am in.
I have nexus 9 and nexus 5x
Both bought them from. Google store in the beginning of 2015. Now I am having problems with them
Nexus 9 will freeze if the battery reaches below 50% or if I use it for a long time and get overheating.
The Nexus 5x restart itself randomly and the fingerprint scanner doesn't work after I updated it.

After some research found all of these will known problems for these devices because of defects on the hardware. Contacted Google to look into it and they told me my warranty expired and there is nothing they can do.

So my question, isn't they should take responsibility for it if it's hardware problems/manufacturing defects? Even if the warranty expired?

update:
photo of the Nexus 9 problem

https://www.dropbox.com/s/t0poakxisj25v5d/IMG_7442%20%281%29…

video of the problem (warning loud noise)
https://www.dropbox.com/s/rv2sroex4rdhyxl/TRIM_20170607_1307…

Mobile

Comments

  • Nugs on 17/06/2017 - 08:04

    the answer that normally gets thrown up is ; what's a reasonable life expectancy?
    unfortunately for a 'disposable' item like a phone, 2 years is probably about it.

    I don't agree with it btw, my first two phones lasted 10 and 7 years respectively.

    • WatchNerd on 17/06/2017 - 09:41

      The cost of the item is taken into account also, so I would say it should be longer than 2 years.

      Op you can google the ACCC website for more info.

  • Diji1 on 17/06/2017 - 09:23

    It's by design.

    You can try contacting your state consumer affairs body to force them to replace it, nothing to lose.

  • dcuksuop on 17/06/2017 - 11:16

    I have the Nexus 5X and the reboot problem. It used to be rare, and become more frequent until it's basically constant. (bootloop)
    I bought it from the Google Store in the US. I contacted them and they offered to extend/waive the expired warranty and exchange my phone with a refurbished phone.

    There's a class action lawsuit going on regarding several phones with the bootloop problem. Nexus 5X was included, but was dropped recently when LG decided to extend its warranty. https://www.neowin.net/news/lg-extends-support-for-bootloopi…

    I would try contacting Google Store again (my friend and I have positive experiences, even with out of warranty phones, but that's with Google Store USA). If they don't help, try contacting LG directly.

    • msmhw on 17/06/2017 - 16:45

      if I install an old update, everything works fine but as soon as I update it everything messed up.

      I contacted LG but they told me to contact Google as they are the point of sale. This problem everywhere and no even small act from Google or LG. I am really disappointed by their acts.

  • aoeueoa on 17/06/2017 - 11:46

    2.5 years is going to be hard to push for a warranty job. It's not as long as it should last but it's way longer than what would be a simple consumer law claim.

    Has a new battery installed fixed the issue for anyone?

    • msmhw on 17/06/2017 - 16:48

      but what I understand is the problem is there on their devices but just matter of time before you get affected.

      here is a photo of my Nexus 9 when the screen freezes
      https://www.dropbox.com/s/t0poakxisj25v5d/IMG_7442%20%281%29…

      also its easy to blame Google that the destroy my phone as soon I received the update everything went wrong. and when I install an older firmware it work without problem

  • nnishant on 17/06/2017 - 12:10

    if the phones were bought using a credit card, then check if your credit card has extended warranty insurance. From memory most charge a fee to process the claim

    • msmhw on 17/06/2017 - 16:51

      sadly I bought it with a debit card before I got my credit card. But this does not change the fact that Google/LG/HTC should take responsibility for their devices if its a manufacture defects

  • scrimshaw on 17/06/2017 - 13:08
    +2

    I bought a Nexus 5x from 2015 (Dec) too and it was repaired from LG with no issues. Push them to repair it.

    • dcep on 17/06/2017 - 14:32

      under 2 years

    • msmhw on 17/06/2017 - 16:52

      I am still trying but I was looking for some laws that support my claims.

  • firstworldproblems on 29/06/2017 - 16:01

    OP, just how long do you propose?

    the standard manufacturer's warranty is typically for 12 months, not 24 months. as i understand it, it was the ACCC that enforced the mobile phone providers to cover the additional 12 months as it was deemed unreasonable that one might be locked into a phone contract for longer than the warranty period.

    • msmhw on 29/06/2017 - 16:17

      usually, I am happy with the 24 months of warranty provided by the company but regards these devices kind of different. If you google them you will see these are known problems, especially with the LG. I am not the first and I don't believe I will be the last who got the reboot issue. even there is a lawsuit in the US against LG as it's a manufacturer problem and they are doing nothing about it.

      This why I am not going to buy/support LG anymore.

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