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Hello magenta1319513 !
I just want to clarify, your phone would not start up after you performed a factory reset 3 times? Or its not even showing the startup screen and remaining black?
HTGHTG
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Hey, magenta1319513. I totally hear your concern under these circumstances; your wife's medical condition is no small matter. The loaner phone program is frankly specifically for these circumstances - customers who have no alternative working device or an excessive backorder wait for a replacement - so you would be a perfect candidate. I do know that devices in the loaner program are limited, though, so there are some eligibility requirements, and not all locations may have loaners to offer (basically, we should never guarantee them - so if we made an availability promise when you called, we totally did drop the ball). Had our store simply sent out all of its available loaner inventory, or was it not a store that participates? Were we/you able to reach out to any nearby locations and check about loaner availability for you, or is this the only reasonable location option (I know in some areas that's the case)?
I know it's been a few days since your post, and my hope is that you've got a working replacement for your Nexus 5 by now - but I'd love to gather your feedback, if you don't mind filling in the gaps. I'm sorry that we disappointed you here, and appreciate the time you've taken to let us know.
- Marissa
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No I was unable to get a loaner. It was a very tough 2 days. Then when I
finally got my new comparable phone, it wasn't comparable. My original
32gb phone was replaced by a "comparable " 8gb phone. The store rep who
was doing my swap said she would call and then she just walked away. I
ended up finally calling myself and after 3-4 days I finally got someone
who helped and my comparable new phone will be delivered today
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Ouch - goodness. From no loaner to inadequate replacement? I'm so sorry. Can I ask what we shipped to replace your Nexus initially and what we're sending now? It's totally understandable that you'd want a device with similar storage capacity. I'm glad that this time you had something to use in the interim, I'm sure that was a less stressful feeling; although I'm sorry that you went through it at all.
I can assure you that I'm happy to pass along the feedback requesting an expansion of the loaner program so that these devices are available in all locations when any customer is in this type of position.- Marissa
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Samsung On5 was originally shipped, new one IS a LG K20 I believe
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Phew! OK, definitely an improvement when it comes to memory. 32 GB ROM (although it may be a little less that's available to the user depending on SW size) and can support up to 1 TB in additional memory. You can take a look at more of the Tech specs: LG K20 Plus here.
I sincerely hope you find this device an improvement over the last one! Please let us know if you have any questions, and thanks again for taking the time to let us know how this played out.- Marissa
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The guy on the phone said 2TB SD card?
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Good call out - that was my typo. You're correct, the tech specs for the phone show:
- Supports up to 2 TB MicroSD card
Sorry about that! Didn't mean to give you any cause for concern.
- Marissa
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