I thought I’d start a thread for people like myself who have had to RMA their Nexus 5 due to issues that they’ve had with the handset.

I hope this thread provides information in regard to common RMA issues and the Google RMA process, rather than just being a whinge thread.

Also this thread is for people who have purchased their Nexus 5 from Google Play. If you purchased your handset from someone else you’ll need to go back to them or your closest LG service centre.

Common RMA Issues

  • Dead pixels,
  • Dust under screen,
  • Volume or power buttons that rattle,
  • Speaker problems,
  • GPS fix problems.

I just got my Nexus 5 and I have a problem. What do I do?

  1. Contact Google using this web page Returns, refunds and replacements, login using using a Google account and request a call back. This happens instantaneously so have your phone handy.
  2. Have a chat with a Google rep, mention your issue and request a refund or replacement. They’ll ask for the handset’s IMEI so be ready with this.
  3. At this point you can also request a refund if you like, but this must be done so within 15 days of receiving your order. We’ll focus on the replacement side of things though.
  4. You’ll shortly receive an RMA email from Google containing the following:
    • A replacement order link which allows you to order your replacement Nexus 5. Your credit card will be authorised for the cost of the Nexus 5 and delivery. Its just an authorisation at this stage and will be reversed once your Nexus 5 is received by Google / LG service centre usually within 21 days,
    • A RMA authorisation form,
    • A courier booking link for your Nexus 5 to get picked up and sent to the LG service centre. From this link enter your RMA number, other details and you’ll then need to select a pickup date.
    • Once done you’ll be issued with a consignment note/label and a dangerous goods declaration to print out.

Fine I’ve done all of that, what now?

  1. Although the RMA email from Google reminds you, don’t forget to backup and factory reset of your phone prior to sending it back.
  2. Don’t forget the SIM. The RMA email from Google states these are destroyed if they are found in the phone by the LG service centre.
  3. Hopefully you’ve kept the shipping box that your Nexus 5 came in. If not grab a box and some bubble wrap, pack it all up with all the accessories safely.
  4. Google requires the device to be in ‘like new condition’ with ‘all accessories’ so take care.
  5. Place the RMA authorisation form in the box together with the phone and packaging. Seal it up.
  6. Glue/tape the consignment note/label onto the box.
  7. Wait for the courier to turn up and hand the parcel and the dangerous goods declaration to them.

Ok, so good so far. When do I get my replacement Nexus 5?

By the time you have done all of this you should have received an order confirmation email from Google after you ordered your replacement.

You’ll also receive a second email from Google advising that your Nexus 5 replacement has shipped. This happens quite quickly. Much quicker than when I originally purchased my Nexus 5. Perhaps Google have a different process for RMA replacements.

In this email you’ll have an Aramex tracking number to monitor the shipment progress of your replacement Nexus 5.

Shipping from Hong Kong to Australia is quoted by Google to be 2 – 7 business days.

My tracking page shows the following after I ordered a replacement around 4PM that day:

  • Kowloon Office, Hong Kong 4/4/2014 8:07:00 PM Departed Operations facility – In Transit
  • Hong Kong, Hong Kong 4/4/2014 4:24:00 PM Data received.
  • Hong Kong, Hong Kong 4/4/2014 4:24:00 PM Record Created

I’ll continue to update the tracking details above as info comes to hand.

No one likes to RMA their handset and although its annoying I have to say that from my experience the RMA process has been relatively painless so far.

To conclude, I hope this helps people in the same situation and I’m always open to edits of this thread.