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nexus 5x warranty issue

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hello guys looking some advice. i sent a nexus 5x away for repair because it melted charging. LG have collected the phone approx 12 days ago and had an engineer look at it. They claim never to have ha… Read More
billysablo Avatar
3m, 4w agoPosted 3 months, 4 weeks ago
hello guys looking some advice. i sent a nexus 5x away for repair because it melted charging. LG have collected the phone approx 12 days ago and had an engineer look at it. They claim never to have had the issue before but a quick google refutes that. Basically i put the phone on to charge for approx 25 minutes before walking the dogs. When i went to pick it up i noticed it wasnt charged at all and was extrememly hot. I checked and it was starting to melt around where the charger plugs into the phone. Now it still worked but obviously i was concerned so sent it away. I never got any return call as promised last wednesday so rang on saturday and was told to call back yesterday. They were busy and promised a call back which never happened. I called them again today and they told me the phone wouldnt be replaced due to water ingression :( Now i know they have tests for stuff like this but im 100% sure it wasnt dropped in water or even had any water leak over it as i am the only person that uses the phone. Here are some links to others with the exact same issue.

https://productforums.google.com/forum/#!topic/project-fi/u4VXvQ4ZA94;context-place=topicsearchin/project-fi/category$3Astart-a-discussion

https://forum.xda-developers.com/nexus-5x/general/nexus-5x-melted-usb-port-using-charger-t3265816

Others have described the exact same issue as i have experienced yet LG claim it has never been an issue they have faced before.

some questions

1. are they just trying to fob me off ?
2. is it worth me asking for an engineer report ? do they have to supply it ? and is it worth me getting an independent engineer to do a report ?
3. has anyone had any similar issues like this before ?

any advice in general would be greatly appreciated :)

The phone was purchased from mobilephonesdirect and is still under warranty. I also repeat i am adamant that there was no water damage to the phone. It was charged using the cable supplied with it as in the mains as i dont have a pc with usb-c connectivity. The fault happened the first time i charged it after doing the latest android update as well if that makes any difference.

Thanks in advance guys :)
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billysablo Avatar
3m, 4w agoPosted 3 months, 4 weeks ago
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#1
Unless you get someone at LG to sort the return out while your on the phone they will never ring you back. I've had 2 phones returned around 6 times in the last few months. I've not had any rejected but they come back with no defect found yet using the phone a few minutes its obviously faulty.

Keep ringing until you get someone willing to make level 2 call you back, they will actually call back and then explain whats going on.
#2
Never dealt with LG support, but from your writing they sound like pretty much everyone else. I know some technicians who work for a big phone manufacturers and if moisture stickers are pink/red, then that's it, they don't even have to check any further. https://www.youtube.com/watch?v=vK2VgEL--xM
You could also contact google, as it is google branded phone. And as far as I'm aware, google is very good with customer service.
#3
LiGhTfasT
Unless you get someone at LG to sort the return out while your on the phone they will never ring you back. I've had 2 phones returned around 6 times in the last few months. I've not had any rejected but they come back with no defect found yet using the phone a few minutes its obviously faulty.
Keep ringing until you get someone willing to make level 2 call you back, they will actually call back and then explain whats going on.

they say a level 2 agent will ring me within 72hrs so thats a start :) thanks for the reply mate :)
#4
BigDiscovery
Never dealt with LG support, but from your writing they sound like pretty much everyone else. I know some technicians who work for a big phone manufacturers and if moisture stickers are pink/red, then that's it, they don't even have to check any further. https://www.youtube.com/watch?v=vK2VgEL--xM
You could also contact google, as it is google branded phone. And as far as I'm aware, google is very good with customer service.

yeah will probably try google if not luck with LG but id prefer they just sorted the issue. i realise they do tests and that but could the phone melting have effected the stickers ? it was that warm it charred my kitchen workbench :( unless a ghost got it , it was definietly not touched by water. not even a few splashes of rain or anything. its more the test showing water damage is worrying me i will have nothing to go on at all even though i know i didnt do anything to it.
#5
billysablo
BigDiscovery
Never dealt with LG support, but from your writing they sound like pretty much everyone else. I know some technicians who work for a big phone manufacturers and if moisture stickers are pink/red, then that's it, they don't even have to check any further. https://www.youtube.com/watch?v=vK2VgEL--xM
You could also contact google, as it is google branded phone. And as far as I'm aware, google is very good with customer service.
yeah will probably try google if not luck with LG but id prefer they just sorted the issue. i realise they do tests and that but could the phone melting have effected the stickers ? it was that warm it charred my kitchen workbench :( unless a ghost got it , it was definietly not touched by water. not even a few splashes of rain or anything. its more the test showing water damage is worrying me i will have nothing to go on at all even though i know i didnt do anything to it.
Stickers can get red without actual water - for example sweating in a gym and having phone in the pocket, leaving phone overnight in a car (temperatures drop over nigh, which generates moisture), etc, however red sticker does not necessarily mean water damage, but if they are red, then that is what they will try to blame on without a proper inspection (This is well known practice across all major brands).
Just stay persistent and they will have to investigate it properly and hopefully you will get a new or a replacement phone.
Good luck!
#6
BigDiscovery
billysablo
BigDiscovery
Never dealt with LG support, but from your writing they sound like pretty much everyone else. I know some technicians who work for a big phone manufacturers and if moisture stickers are pink/red, then that's it, they don't even have to check any further. https://www.youtube.com/watch?v=vK2VgEL--xM
You could also contact google, as it is google branded phone. And as far as I'm aware, google is very good with customer service.
yeah will probably try google if not luck with LG but id prefer they just sorted the issue. i realise they do tests and that but could the phone melting have effected the stickers ? it was that warm it charred my kitchen workbench :( unless a ghost got it , it was definietly not touched by water. not even a few splashes of rain or anything. its more the test showing water damage is worrying me i will have nothing to go on at all even though i know i didnt do anything to it.
Stickers can get red without actual water - for example sweating in a gym and having phone in the pocket, leaving phone overnight in a car (temperatures drop over nigh, which generates moisture), etc, however red sticker does not necessarily mean water damage, but if they are red, then that is what they will try to blame on without a proper inspection (This is well known practice across all major brands).
Just stay persistent and they will have to investigate it properly and hopefully you will get a new or a replacement phone.
Good luck!

cheers mate :) good to know
#7
had the same issue with my LG G4 will post what they sent to me later on
#8
Shotzz96
had the same issue with my LG G4 will post what they sent to me later on

cheers mate , appreciated :)
#9
Mine was sent back Monday due to a boot loop issue, got an email today saying its been sent to a technician and will hear from them shortly.....
#10
Here you go mate:

I am writing to you today to confirm the
result of the inspection carried out on your handset by our engineers. Your handset was received on the 23/01, on initial inspection we found evidence of liquid ingress on 3 separate internal sections of the handset and therefore we have rejected you claim for a free of charge repair and returned the handset to you un-repaired.
I will not speculate on how this damage occurred as it is very difficult to determine this from our inspection, however I can confirm that any exposure to liquid or moisture voids the warranty on a mobile device such as your LG G4, regardless of the severity or circumstances that lead to the liquid/moisture damage.

Although it is difficult to determine whether or not the liquid/moisture damage was directly responsible for the hardware fault you have reported, damage of this nature can cause severe issues with electronic equipment such as mobile phones and often the damage can take time to become evident to an end user. It is also important to remember that any negative effects on the performance of the handset will worsen over time.

I have included a copy of the warranty terms and condition, I would specifically refer you to section 2 point 2: “Defects or damages from abnormal use, abnormal conditions, improper storage, exposure to moisture or dampness, unauthorised modifications, unauthorised connections, unauthorised repair, neglect, abuse, accident, alteration, improper installation, or other acts which are not the fault of LG, including damage caused by, shipping, blown fuses, or spills of food or liquid”.

I understand that this is not the outcome that you were hoping for and would once again like to offer my most sincere apologies for any inconvenience or distress that this situation has caused. If you have any further questions please do not hesitate to contact me by replying to this email or calling the number below.


Kind regards

Richard Ellerbeck
Team leader
LG Resolutions Team
LG Electronics UK Helpdesk
LG Staff I.D A161
Tel: 01332 527 386
Email: [email protected]
Mon-Fri 9am to 6pm
Sat 9am to 6pm
#11
like someone else said it get get red just being outside in the heat, seams bs to me i have same thing when companies try put the blame on the user takes the ****, when there is no middle guy
#12
well that sucks :( not holding out much hope now after reading this lol. isnt it quite possible in my case though that the water ingression could easily be caused from the heat generated when the phone was melting ? im not an engineer but im pretty sure extreme heat can cause moisture.

out of interest , were you aware of any time your phone maybe got wet or anything ?
#13
posted twice sorry :P

Edited By: billysablo on Jan 26, 2017 15:35
#14
more or less the same as they sent shotzz96 :( gutted as i dont care what they say it wasnt wet until it got melted. guess its no more lg for me :(

Thank you for the recent contact on the 27h January regarding your LG Nexus 5X Handset.

I regret to inform you that your LG Nexus 5X handset has been deemed out of warranty during an inspection that was completed on the 13th January 2017. During the external inspection it reveals evidence of heat damage around IO connector port. Charge/data lead reveals evidence of foreign contaminant ingress. Internal inspection reveals evidence of foreign contaminant ingress and oxidation in the IO connector port, also traces of liquid ingress to rear of camera module. A short caused by foreign contaminant ingress in the IO connector port is found to be the root cause of the heating whilst been recharged'

Unfortunately as the engineers did find traces of liquid residue this has deemed your phone as out of warranty therefore the phone will be returned to you in the same condition it was received in.

The phone will be delivered back to you via our third party courier service DPD within the next few days.

I have attached the engineers full inspection report and the photos taken to support the findings – if you do have any further questions then please do not hesitate to contact myself directly on 0344 847 5454.

Kind Regards,
#15
billysablo
more or less the same as they sent shotzz96 :( gutted as i dont care what they say it wasnt wet until it got melted. guess its no more lg for me :(
Thank you for the recent contact on the 27h January regarding your LG Nexus 5X Handset.
I regret to inform you that your LG Nexus 5X handset has been deemed out of warranty during an inspection that was completed on the 13th January 2017. During the external inspection it reveals evidence of heat damage around IO connector port. Charge/data lead reveals evidence of foreign contaminant ingress. Internal inspection reveals evidence of foreign contaminant ingress and oxidation in the IO connector port, also traces of liquid ingress to rear of camera module. A short caused by foreign contaminant ingress in the IO connector port is found to be the root cause of the heating whilst been recharged'
Unfortunately as the engineers did find traces of liquid residue this has deemed your phone as out of warranty therefore the phone will be returned to you in the same condition it was received in.
The phone will be delivered back to you via our third party courier service DPD within the next few days.
I have attached the engineers full inspection report and the photos taken to support the findings – if you do have any further questions then please do not hesitate to contact myself directly on 0344 847 5454.
Kind Regards,
Thanks crap :( everyone goes on about buying Chinese phones no warranty etc, we trust these big brand names, bbut if we actually Need to use the warranty they just let us down

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