While Google has a formal replacement warranty for devices that malfunction or arrive damaged, there seems to be an informal warranty allowing customers who contact Google representatives through Google Play.
The new warranty is a kind of exceptions the Google representatives are allowed to make for users whose Nexus 5 devices have been accidentally broken. There are certain criteria under consideration like the device should have been purchased within one year and also customers can only get a replacement once.
In order to get a new device, the user must have purchased it on Google Play. Those who bought their Nexus 5 from retailers, other online stores, etc will not be able to get a replacement.
Users can try approaching Google through Google Play to check if they are eligible for a replacement and if eligible, a new Nexus 5 will be shipped to the user. However, Google is replacing the broken devices only with refurbished Nexus 5 devices through the new warranty. Currently, some of the customers based in the US have been able to get a replacement.
A Google spokesperson has confirmed the new “exception,” warranty and also reaffirmed that it is “available in the U.S. only at this time.” As of now, there is no information about when users outside the US will be eligible for the provision.
