Nexus 5 glass defect.

  • Question
  • Updated 2 years ago
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Wanted to warn everyone in the Koodo world that the Nexus 5 has a major defect with the glass quality. Many folks are experiencing cracking screens without dropping. I have had this in the first three days of owning the phone. Battling Koodo to try to get a warranty, exchange or something but they have been very difficult to deal with.

I would avoid this phone and be aware that Koodo will not be providing much support with phone problems.
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Scott Thumlert

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Posted 2 years ago

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Jonathan I, Mobile Master

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Several of our Mobile Masters have the Nexus 5 and haven't had this issue.
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Jorden, Mobile Master

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While I'm not denying the possibility of the break being a defect (it happened with the S 3 and S 4). Unless LG expands their warranty coverage to cover cracked screens early on (as I've heard Samsung as done) there isn't much Koodo can do except eat the cost of your repair, which while great for customer service, doesn't provide many benefits for Koodo.

You may be better off contacting Google/LG directly and see what they say about repairing the glass. Good luck regardless!
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Xavier

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Has Samsung? where did you read that? :O
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Jorden, Mobile Master

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Heard it at a Telus store, dunno how wide spread it is or anything (don't own those phones) but they covered my friends S3 that had a single crack in the first 30 days. Claimed samsung extended the warranty for that for 30 days.
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Xavier

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It hasn't been listed as an ongoing issue. Gorilla Glass is present on almost all smartphones screens. I could have been an impact on the phone. You sat on the phone or something?
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Chris Petersens

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The only thing one could find on google is when people actually drop the device. You are right the screen is weaker than other phones, but I supposed it still requires physical damage to crack it.

https://www.youtube.com/watch?v=7qAtdF...
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Scott Thumlert

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No impacts. The glass just cracked from one side to the other.

Read this forum specifically on cracked glass in the Nexus 5:
http://productforums.google.com/forum...
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David, Mobile Master

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omg Sophia I remember this one a bit too much! I literally grew hair in weird places upon reading her story, I was speechless... I don't even take my devices out of their boxes before screen protectors + cases arrive from eBay, and some people casually throw their devices in the general direction of a random bedroom piece of furniture hoping it will just "land and stay there"...
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Ivan, Mobile Master

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I've always carried my phones in my side pocket and have yet to crack one (including my N5).
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RedMageX

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My Samsung GS2X either goes in a sweater pocket, front pants pocket, or the breast pocket in my jacket. I never put my phone anywhere that I could accidentally sit on it or break it. I have one of those Silicone/Plastic soft cases, and a screen protector and it's been in good shape for the year I've had it.
Been dropped accidentally a couple times, and is a HELL of a lot more durable than my old iPod Touch 4thGen.

But otherwise, I keep good care of my phone...Even got my wife to buy an Otterbox case for her S4...Best $40 you will ever spend.
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Moonmack

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I think my Nexus S has gotten some small cracks in the screen from carrying it in my pocket without a proper case. It's the only thing in that side pocket as I was concerned my keys would scratch the glass ... Think I could get it fixed under warranty ? : ) oh, the battery is wearing down, it really needs some trim support to speed up the file system, and it's old ... Is old covered by warranty? (Just to prevent random hair growth I am kidding, other than the small cracks)
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Moto G

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They put old stock Nexus S screens through screen stretcher and used in Nexus 5.
Posted by me on my Moto G
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Scott Thumlert

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My new Nikon camera is shock proof and waterproof to 15m. It costed about the same as this Nexus 5. There is absolutely no excuse for building a phone in this day and age that is "delicate". It must be able to be placed in and out of a pocket. If it cannot handle this type of normal use then a very clear disclaimer must be stated.

If I dropped the phone and it cracked and wasn't functional I would be disappointed that it didn't survive the drop better, but I wouldn't be asking for an exchange. The fact that it did not suffer any impacts and is unusable is unacceptable.
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Sophia, Mobile Master

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Well stop complaining to Koodo about that, but go the the responsible party: Google, or LG, in this case.
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Humberto Giambrone

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It's a tiny computer, as such, there is a level of sensitivity. For the most part, they handle day-to-day impacts pretty well, but every once in a while, these things happen. Unless the phone claims to be waterproof (like some Sony phones) or shock proof, you have to just accept that these things can happen as much as it sucks, and certainly it does suck, I'm sorry for you because I understand phones aren't cheap. It's still rare that these things happen, but the truth is that it does happen from time to time.

There is a reason they sell cases for phones, including shock absorbing cases. In the future I suggest buying a good one if you are going to subject your phone to any sort of impacts or stress.
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Ivan, Mobile Master

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Scott, there are a few phones on the market that will rival your waterproof Nikon. The N5 obviously isn't one, nor is it marketed as such.

And if that Nikon cost you $350 without an HD screen, latest SoC, 16 GB of internal memory, a GSM radio, BT 4.0, etc, imagine how much the Nexus would cost if it was made to be shockproof and waterproof.
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Moto G

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Scott, there is no reason why I should get ice on my windshield, AFTER 125 years of manufacturing designs, there is no excuse for it.
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Scott Thumlert

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Sophia, the company that I pay the money to in exchange for the good (phone in this case) is responsible for defects with that good. You don't go to the company that made the screw that broke in your Toyota for help, you go to Toyota when its under warranty.

I will be posting negative reviews on all consumer reviews about Koodo and the Nexus 5 until I see some resolution to this. I honestly feel scammed by Koodo and Nexus / Google. It is very disheartening because so far I have really enjoyed my experience with Koodo and Google. I was really stoked on the Android system and my last phone was great (I even dropped that one and it cracked and I still used it for about a year).

It is absolutely amazing to me that a company would treat a long term customer like this. I spend $500 on a phone, it breaks within 4 days without impact, and I'm told its my fault and its tough luck. Also, the negative impacts on my business of not having communications for a week now. The solution here is for Koodo to see the value in my long term business, warranty the phone, send me a new one ASAP and I am a happy customer paying regular bills for the next 40 to 50 years.

The mentality shown by koodo so far is mind blowing.
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Humberto Giambrone

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Again, this isn't a defect with the phone. That's the pillar in your argument and, as such, that's where the whole argument breaks down.
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Scott Thumlert

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It IS a defect. The glass is defective. IT BROKE WITHOUT SUSTAINING AN IMPACT. The phone broke in my POCKET. How is one suppose to use a cell phone if you can't put it in your pocket?
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Timo Tuokkola, Mobile Master

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Your Toyota argument is invalid. Toyota BUILT the car using the hypothetical defective screw. Koodo does not build the nexus 5.
It's all well and good to claim you'll be a happy, loyal customer for the next 50 years if Koodo does this one thing for you, but next time your phone breaks, wears out or is simply due for an upgrade, just like everyone else you'll be threatening to switch to the competition if Koodo doesn't offer you a better deal.
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RedMageX

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@Scott Thumlert By your Toyota analagy you're defeating your own points. Toyota car broke, go to Toyota to get it fixed.
Your LG phone broke, contact LG.

If you buy a Toyota car from GM, will you go to GM for a recall on a Toyota car? I think not. If you want to post negative reviews, do so only for the phone, not Koodo, as they have nothing to do with the manufacturing of the device, just the service they provide to you.
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Bob Smith

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Yeah I don't see a problem with the nexus or kodoo here. Been using the nexus 5 since it launched and it's a fantastic phone and since I'm careful with my phone no cracked screen. Going to chalk this one up to user error from what I've read.
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Paul Deschamps, Mobile Master

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Also you make it sound like you were just sitting around and the phone broke in your pocket by its self and you can 100% say it wasn't anything you did but your in Avalanche control and your extremely active person, your a mountain biker, skier, hiker, and you climb rock walls on the mountain s where your hanging by a rope off a 100 foot cliff but you are sooooo sure it's nothing you did it was just sitting in your pocket ya Ok bud.
Next time do some research and get a phone that suits your lifestyle, they're is ruggadized devices out there for a reason go buy one not a device designed for developers that sit in an office all day. Know what your buying and you won't be disappointed when it doesn't do what you magically wished it did.
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Scott Thumlert

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This post is really quite creepy
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David, Mobile Master

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Paul Deschamps, Mobile Master

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David gets the Koodie for funniest post ever in the Community, OMG I love this so damn much. :-D
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Moto G

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Hilarious David, perfect for Phone Insurers that don't cover cracked screens!!!
Posted by me on my Moto G.
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Zaphod Beeblebrox

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I wonder how long it will be before this thread and the other one he made will be removed?

http://community.koodomobile.com/kood...
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Ivan, Mobile Master

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Scott, it's not entirely impossible for a glass to crack on its own, but it is highly unlikely. That's why you won't really find much support. And you're fighting the wrong battle.

Fighting with Koodo is absolutely useless. They won't submit your claim for warranty repair because they know it'll be rejected by LG due to physical damage. If you want to fight on this, that is your right, but you're fighting with the wrong party.

This is very similar to when people take their frustrations with a company's policy on a store clerk, as if though they had any power over corporate affairs.
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Myke

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If he agrees to pay for the repair, then it can be sent away for repair.
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Ivan, Mobile Master

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Well yes, I was referring to in-warranty repairs. If he's gonna pay for the repair, he may as well do it locally if available.
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Moto G

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Scott you should have purchased the Moto G like me.
Posted by me and my Moto G