LG offering full refunds to Nexus 5X owners affected by a particular hardware malfunction

LG offering full refunds to Nexus 5X owners affected by a particular hardware malfunction
According to several reports on Reddit, LG is issuing full refunds to Google Nexus 5X owners who are affected by a particular hardware flaw.

Usually, when customers send in a smartphone for in-warranty service, they will either wait for the manufacturer to fix the problem or receive a refurbished/new unit in return. Apparently, that's not the case for LG Nexus 5X owners affected by a hardware malfunction that causes handsets to enter a boot loop. Those users are now receiving full refunds instead of a new or refurbished device.

Apparently, to fix this particular malfunction, the service would require a part that is out of stock and no longer available. Google stopped selling the Nexus 5X when it launched the new Pixel and Pixel XL and while some third-party retailers continue to have the Nexus 5X on offer, it looks like LG has stopped manufacturing the device.

Here's a snippet from a customer service email received by a Nexus 5X owner, reposted from Reddit:

According to those affected by the issue, LG offers to repay the full retail price of the handset. Obviously, there's a lengthy verification process in store, but we're sure that most customers won't mind getting a full refund on a smartphone that they've already used for a few good months. Provided they still have the receipt, that is.

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1. trojan_horse

Posts: 5868; Member since: May 06, 2016

The notorious bootloop which plaged LG's phones of 2015! Anyways, It's laudible for them admitting the flaw and owning up to the issue, and not putting the blame on the consumers. LG's own up to it's fault, and deserves credits for that.

2. kiko007

Posts: 7497; Member since: Feb 17, 2016

It owned up to it's faults alright......... a full year later. Admirable indeed.

7. NarutoKage14

Posts: 1327; Member since: Aug 31, 2016

At least they have the courage to admit the defects.

11. Finalflash

Posts: 4063; Member since: Jul 23, 2013

That's right, Apple still hasn't done it for bendgate or touch disease.

6. NarutoKage14

Posts: 1327; Member since: Aug 31, 2016

Any chance that Apple will copy this feature?

17. pitbosskev

Posts: 1; Member since: Nov 25, 2016

No, but Samsung will.

20. WPX00

Posts: 511; Member since: Aug 15, 2015

Like everything they do it will cost you extra.

3. yyuu1000

Posts: 260; Member since: Jul 26, 2012

What about my lg G4?

9. notamotorolafan

Posts: 4; Member since: Oct 27, 2016

I had my lg g4 replaced at Verizon since that's where I bought it. Even though everything I understood and read suggests that the issue was a motherboard one affecting all g4s sold within the first month of production, the man told me it was about a bad software update and im pretty sure he knew little about the problem.They ended up sending us a Galaxy s5, which is a total downgrade. Not going to buy another lg phone soon if I knew it was just going to end up in me getting a year old Galaxy model.

5. Quicksword_Phantom

Posts: 180; Member since: Jun 15, 2015

I've had the 1st Stylo and the V10. Never had a bootloop problem. I'm assuming only certain LG models had this problem?

8. notamotorolafan

Posts: 4; Member since: Oct 27, 2016

Lg's terrible hardware quality strikes again.

10. gdawilson

Posts: 299; Member since: Jul 21, 2014

It's a shame that Google has discontinued their Nexus phones. I just bought my Nexus 5x about 3 months ago from the Nexus 4 (3 year old phone). My Nexus 5x was a fantastic phone until I updated it to Marshmallow. It works, but I feel like the performance was better and apps ran more smoothly on Lollipop. I have experienced this boot loop issue, but I'm still waiting for the Nougat update. A little confused that the unlocked HTC 10 is getting that update tomorrow. I thought Nexus's got them first...

12. jeroome86

Posts: 2314; Member since: Apr 12, 2012

LG should learn from Samsung how to handle issues. A tech xp can give you the facts and stats to prove it.

14. tomskytot

Posts: 37; Member since: May 10, 2014

so how about G4? there are lots of units that got boot looped.

15. Rob1993

Posts: 1; Member since: Nov 25, 2016

I hope LG will also consider the refund of LG G4. I experienced the bootloop 2 months after I bought my phone and I think it will happen again as my phone is overheating constantly even with minimal use.

16. shady86

Posts: 2; Member since: Nov 25, 2016

LG G4 owners never get same treatment. Will never buy LG phone anymore!

18. MercyRichard

Posts: 1; Member since: Nov 27, 2016

Is this applicable to LG Stores in Hyderabad, India too? I got my 5x in Jan 2015, and the Nougat update in September caused bootloops all the time. Had to get it repaired at least twice at the store wherein I was asked NOT to update it to Nougat. So I'm forced to run it on Marshmallow now. Which is sad since i've got a taste of Nougat and can't use it.

19. JustAndras

Posts: 1; Member since: Nov 29, 2016

I have asked LG Hungary about this problem, and they said that they not even heard of this problem, and they aren't out of parts. They only saw "bootloop" when the power button was failing. This is kind of interesting.

* Some comments have been hidden, because they don't meet the discussions rules.

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