LG refunding some owners over Nexus 5X bootloop issue


Just prior to the launch of the new Google Pixel and Pixel XL smartphones, the Nexus 5X was dropped from the Google Store. The phone was part of the Android developer preview program and has received the Android 7 Nougat update. Unfortunately, that update is causing some Nexus 5X bootloop issues on a small number of devices. According to Google, this is a hardware issue and users are being advised by a Nexus Community Manager to send their phones in for warranty or repair.

Hey Everyone,

We understand that a very small number of users are experiencing a bootloop issue on the Nexus 5X. We are continuing to investigate the situation, but can confirm that this is strictly a hardware related issue. For those of you that are currently experiencing this, please contact your place of purchase for warranty or repair options.

We’re sorry for the inconvenience and appreciate your continued patience.

A thread has popped up on Reddit that indicates that instead of repairing the Nexus 5X devices affected by this bootloop issue, they are instead offering a full refund for the devices. One poster, ericcwu, posted the email response he received from LG:

“Thank you for choosing LG Electronics for your mobile device! We recognize that you have numerous options when selecting a mobile device and it is our priority to provide you with the highest quality products and service.

We’re sorry to hear that you’ve experienced a problem with your LGH790 and appreciate you giving us the opportunity to provide a warranty repair. We have received your device at our repair facility but currently a part to complete the repair is out of stock and is no longer available.

To rectify this issue, we would like to offer you a refund for the full amount of your device. That amount will be determined by your sales receipt. Your refund can take approximately 4 weeks to receive due to the holiday.

Please reply to this email should you have any questions or concerns.”

As LG mentions, they are out of stock on parts for the necessary repairs, and as the phone is no longer being sold by Google — and presumably carriers are just clearing out whatever stock they may have left — it would be unlikely that more parts are on the way. To be honest, a full refund for a phone that you’ve had for awhile is a pretty sweet deal.

Have you experienced the Nexus 5X bootloop issue? Have you contacted LG for repairs? Let us know in the comments below or on Google+, Twitter, or Facebook.

[button link=”https://productforums.google.com/forum/#!topic/nexus/kaMOvuf093Q” icon=”fa-external-link” side=”left” target=”blank” color=”285b5e” textcolor=”ffffff”]Source: Google Product Forums[/button][button link=”https://www.reddit.com/r/nexus5x/comments/5ejr2y/fyi_lg_mobile_repair_is_out_of_stock_on_parts/” icon=”fa-external-link” side=”left” target=”blank” color=”285b5e” textcolor=”ffffff”]Source: Reddit[/button]

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