How To: Google Will Replace Your Damaged Nexus 5 for Free

Google Will Replace Your Damaged Nexus 5 for Free

If you purchased your Nexus 5 from Google Play in the United States, we've got great news for you. In an unprecedented move, Google has started offering customers the chance to exchange their broken or water-damaged Nexus 5 for a new or refurbished unit—free of charge.

Not many restrictions apply here, either. As long as your N5 is still within its 1-year warranty period, you're eligible for a one-time replacement. So if you've been suffering through a cracked screen or water damage, relief has arrived.

Requesting a Replacement Nexus 5

The process of getting a replacement unit shipped takes about 15 minutes. I'll outline the steps for you below.

Step 1: Call Google Play Customer Service

The number is (855) 836-3987. Give them a call and tell them that you heard about their new Nexus 5 replacement program, then inform the customer service rep of the damage to your phone.

Step 2: Provide Email Address and IMEI

They'll need the email account that you used to purchase your Nexus 5 from Google Play, and they'll also need your phone's IMEI number. You can find this number on the box that came with your Nexus 5. The label on the side depicts the IMEI at the upper right-hand corner.

If you don't have the label handy, and your device will turns on, head to Settings -> About phone -> Status, or you can simply dial *#06#* in the dialer app.

As a last resort, pull out your SIM card tray and your IMEI will be printed on the underside, but you may want to reach for a magnifying glass.

Step 3: Follow Instructions in Confirmation Email

Once your claim has been accepted, Google Play will email you a confirmation with a link that expires within 24 hours. Use this link to complete your request by simply following the instructions provided, then a replacement unit will be sent to your address.

Step 4: Return Your Damaged Phone

A $350 hold will be placed on the credit card attached to your Google Play account. When the replacement unit arrives, simply use the provided packaging and shipping label to return your damaged phone. When the phone has been received by Google, the $350 hold on your credit card will be removed within 21 business days.

It should be noted that this service does not apply to a Nexus 5 purchased from any vendor other than Google Play. If you bought your phone through your carrier, you are not eligible for this exchange program.

Nonetheless, this is yet another great reason to buy a Nexus device. With what essentially amounts to an all-encompassing hardware warranty, there's hardly a better deal to be found.

7 Comments

I'd like to point out to those that bought there's outside of Google like I did, you can also send it to LG and they'll repair or replace your phone. I bought mine 3 months ago and the screen randomly conked out. I went to LG's website, opened a ticket, shipped it and got it back a week later repaired. The only downside is they have to wipe your device for some reason.

hope that bring this to Australia too as Google do sell and shipped directly to Australia consumers.

So will google still replace my phone if it's rooted?

My Nexus 5 has been given for servicing and it is within the warranty period. They will return my phone only when I present the invoice with the IMEI number of my phone, which is unavailable in the provided invoice. If not, they will charge me for their services.How can I get this invoice without having to wait for 24 hours?

This doesn't work. I got my Nexus 5 wet in a sprinkler by accident on the weekend, and I called Google to replace it. They said they don't do that, and water damaged phones may be irreplaceable. In addition, there are no official articles about this warranty by Google themselves. Got my hopes up for nothing. :(

Sorry about that. I think Google discontinued this program when they stopped making the Nexus 5 earlier this year.

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