LG is offering owners full refunds for a Nexus 5X hardware malfunction

By Williams Pelegrin November 25, 2016

LG Nexus 5X — Jessica Lee Star/Digital Trends

When something that was out of your control goes wrong with your phone, the typical process involves making sure your warranty is still active and either getting it repaired or having a replacement sent to you. Certain Reddit users, however, have been offered a full refund instead.

For these Reddit users, the problem they all faced with their Nexus 5X phones was a hardware malfunction that caused them to enter a boot loop. In other words, the devices never fully boot up and enter a loop of starting up over and over again. The Nexus 5X devices were still under warranty, so their owners sent them to LG to either get them fixed or have a refurbished, maybe even new, unit sent back.

Instead, Reddit users have reported that LG offered them full refunds. According to the response they received from the company, the part needed to solve the boot loop issue is no longer being made and is out of stock. Presumably, this is because Google has moved on to the Pixel and Pixel XL, and LG stopped manufacturing the Nexus 5X.

“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,” reads the customer service email. “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.”

Regardless of the reason for the lack of supply, LG reportedly offered to refund the full retail price of the Nexus 5X. The affected owners can expect to wait around four weeks to receive their refunds, which they will receive so long as they go through the verification process and have the appropriate paperwork to make sure their devices are still under warranty.

If your Nexus 5X is still under warranty and has experienced boot loop issues, it might be best to go through LG’s customer service in order to try and get the full refund. Keep in mind that it is LG that is offering full refunds, not the Google Store or whatever retailer you bought the Nexus 5X through.

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Williams Pelegrin

Former Digital Trends Contributor

Williams is an avid New York Yankees fan, speaks Spanish, resides in Colorado, and has an affinity for Frosted Flakes. Send…

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