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Rating 2/10

Zero stars would be too good.

I purchased a Nexus 5X Oct 2015 and earlier in April 2017 had a fault. I contact Google Store as it was within the 2 year warranty period. Apparently they have no record of my IMEI on their database. I spent around 3 hours on "live chat" as well as emailing trying to progress this. It is has been with their escalation department for 20 days so far and they have failed to respond with an update about the phone. In the interim I contacted LG to understand how they would not have my IMEI and whether it was valid. Not only did LG respond straight away, they organised a courier to pick the phone up, they fixed it and they have couriered it back to me. Until Google Store get an escalation team that can deal with issues then they deserve to lose business. I won't be purchasing from them again. The unbelievable thing was that this was the 4th phone I had purchased from them, so obviously not a valued customer.

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