Kevin McKee

Review of B&H Photo Video

Ordered a mobile phone from B&H 22 months ago - th...

Ordered a mobile phone from B&H 22 months ago - the Nexus 5x. The phone became inoperable the other day due to a very common problem called a "bootloop." I saw that the manufacturer (LG) had extended their warranty from 12 months to 30 months for that specific problem at no charge. However, I came to find that the model phone I purchased from B&H was an international version and LG would not honor warranties.

On their sales page they do state that it is an international version (if you scroll down and read everything), but they also don't explicitly state that it isn't covered by LG's warranty. It just says there is a 12 month B&H warranty. I find that highly misleading, especially considering I wanted to purchase a common US phone in good faith assuming it was like the phone everyone else was purchasing.

So to sum up, B&H did not state that LG's warranty would be invalid on this phone, so I am now in a position to have to completely buy a new phone. B&H also was not willing to match LG's warranty extension for a problem that is extremely widespread on this Nexus 5x model. To me, that's the opposite of customer service, and they will no longer receive my business.