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Having had a defect on a Nexus device before I would have said that Google already has Apple level service for hardware purchased directly from them. They shipped me a new phone and a box to return the old phone in, super easy.

I find what happened to this individual shocking - I hope this is not the future of Google's support.

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Google shipped me a replacement Nexus 5 for free after I broke the screen dropping it. I wouldn't have even called on an issue that so obviously my fault, but there had been reporting that Google was replacing phones in these instances. The rep mentioned that he knew of this reporting, clarified that this wasn't their policy, and helped me out anyway.

While that level of customer service might have been too generous, Google clearly needs to do a lot better that the support they are apparently providing for the Pixel.

I had the same experience. If I remember correctly, when the phone first launched anyone who bought it directly from the Google Store got one free replacement no questions asked. It's still the best devices I've ever owned and with the AOSP Nougat release I find myself just saying "nope" whenever I look at newer devices with the thought of upgrading.

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