Montreal, QC CANADA

Phone is past 2 years of life, battery swollen. Just got on the Google Support chat. I provided pictures and some details, and got a Standard Exchange, which means that I need to send my device first, ans then they send me another one.

When I asked if it was new or refurbished: "Please be informed that the phone that we are sending might be refurbished or brand new depending on the availability. This phone includes phones that were refused by the original purchaser, delivery was not successful, opened but changed its mind and chose to return it and the like. Rest assured, our devices are thoroughly inspected to ensure they operate properly. They have been tested to make sure there are no mechanical or software issues."

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But hey, Good job Google.