I've bought a Nexus phone every year since the Nexus One (and a few tablets as well) and throughout those years have received a few warranty replacements. One was even a free replacement of a replacement more than a year after the initial purchase. I always get a human in a chat or phone call without any effort, and I always get free next day shipping. I bought Nexus protect on my current phone, and although it is through a third party, when I damaged my phone the replacement process was basically the same (except I had to pay $79). I personally think their hardware support is awesome.