Is Bad Customer Service The Reason to Avoid Foldables? | Is My Pixel Fold Coverage Done? 

Speaking with Google right now, they have reiterated that they unequivocally do not help if your screen breaks, even if there's no evidence of any use error. He even tried to tell me that Samsung has the same policy. I know both of these statements to be lies. EDIT: After another hour or so on the phone, I'm sending it back again. Wish me luck..

This is my biggest fear with foldables. You can baby them all you want, then all of a sudden this happens, and the OEMs want nothing to do with it. It’s really disappointing and really discourages customers from purchasing these devices. Samsung, Google et al have a long way to go to convince us that these are worth it. It doesn’t matter how much of a “productivity beast”, or “entertainment powerhouse” these are; if people are too scared to purchase them in the first place then it will be the death of foldables. I only hope companies keep iterating on their devices and the reliability and service improves.

21:20 Shane, you are correct. I can't say my warranty experiences have all been great, but compared to OEM warranties, third party insurance (I use Best buy) has always been the best option for me. I now purchase unlocked phones from Best buy and file all claims directly through them. There's just something about me physically holding my phone in front of another human and showing them what is wrong that allows the repair/replacement process to go much more smoothly. If a retail option is not available for others then I highly recommend getting third-party insurance, BUT I also recommend reading the fine print to ensure that the coverage one is getting allows for accidental damage because in most cases you're probably going to be blamed for whatever is broken even if it is an OEM issue. Sad truth. I also have the pixel fold and would much rather pay a $200 deductible to simply get it replaced then go through the hassle of Google customer service because they are absolutely dreadful.

This may be the longest Shane video I've seen! Nice topic and coverage.

I've had to get my Fold 4 main screen replaced. Samsung In Northern Irelad are fantastic. The guy on the phone set up a repair I had it collected and repaired within 2 days. I asked him about the scratches on the hinge and folding screen he said that doesn't void a warranty. Samsung replaced it no questions asked.

I have owned 5 different foldables. I have been lucky that none have had issues. I have read reddit horror stories on repair challenges with foldables (from every manufacturer). Shane, you do a good job at pointing out negative confirmation bias. People having great experiences with repairs are not posting on social media. The fact foldables have moving parts means they will inherently have a higher chance of issue vs a slab phone with zero moving parts. Therefore manufacturers should have stellar programs to support these more delicate devices (or don't sell them at all).

I'm sorry to hear Google basically gave you the runaround. But you're absolutely right. You can't trust these OEMs with warranties or repairs. Always get insurance through a reputable third party or even through a carrier. That's why I have insurance on my Pixel Fold through Best Buy. I didn't want to trust Google alone if anything bad happens to it. Still keep the fight going tho! These OEMs need to be held accountable!

Google has to have one of the worst customer support. These are some of the reasons I'm afraid to buy a foldable.

Sorry to hear that mate , you have probably seen my comments before saying i would not buy a foldable due to the likely hood of them failing due to their delicate design ( i am old fashioned that way ) . This lack of customer service and also lack of good will to give customers the benefit of the doubt in these sorts of issues will not help their getting more foldable customers , and it could even be a turn off for their whole brand range of products . If you look at car makers in the old days , certain parts of cars like auto transmission where not as bullet proof as they are today , and they often wore out very quickly or just failed ( i`m talking 60`s and 70`s here .... yes i`m old ) , and in a lot of the big brands , if you had issues with your auto , they would have a bunch of them fully reconditioned sitting in the dealer workshop ready to go , you could bring your car in and have an auto fitted in about 4 ish hours , that was called a change over , it was generally quick and painless for the customer . Having worked in the car repair industry , it has always occurred to me how lack lustre electronic devices such as phones are catered for in the warranty and repairs . I`m sorry to see you get the rough end of the stick mate .

I can't comment on having a broken foldable phone cause I have been fortunate enough not to have one break...yet!!! This video is so awesome to watch because in my opinion, this particular issue is why I feel will be the demise of foldable phones to all the oems. We the customer spend enormous amount of money to buy these products just to be slapped in the face and blamed for manufacture defects. These screens are not perfected yet to withstand the everyday use of opening and closing the phone constantly. The majority of the cracks are down the middle of the inner screen and whether or not it's the hinge that's causes the cracks, the simple fact is they know it's on them and they would be losing millions and millions of dollars to fix or replace. To the OEMS it's just plausible denial on their part to accept fault and simply replace or fix the device but instead blame the consumer and not fix or replace the broken device. That is why in my opinion, this topic will become the end of foldable phones until either they accept responsibility and do whats right.

Shane, so sorry to hear about your repair debacle! Have you considered contacting a local TV station that has a consumer assistance department? It's amazing to see the number of problems that are resolved once a TV station initiates contact. Since you're so supportive of the Pixel Fold and Google phones in general, along with your RU-vid videos using and mentioning the Pixel Fold, it's worth the time to see if a TV station can get the ball rolling on a repair or replacement. I still love my Pixel Fold (and no problems to date). Your videos were a strong reason for my purchase of the Fold. All the best to you and good luck!

I had the same happen with my Pixel Fold. Screen cracked by itself as I opened it. The repair process was a nightmare. They were trying to charge me £86 to replace the screen protector as this isnt covered. They confirmed that the screen protector had to be changed to repair the screen so it would be impossible to not charge me. Long story short I paid the fee but after much complaining they refunded it. They then said they couldn't find the parts to repair and were not sure what could be done. No updates on the site. After another week or complaining on the phone and by email they agreed to replace the phone. All in all I was without a phone for a month. Worst customer service ever and it's put me off buying from them again. They were only helpful after I constantly complained publicly on twitter/x

I had the extra insurance through Samsung when my Z-Fold 4 Wi-Fi stopped working. The hassle I had to go through with their insurance for an obvious defect was ridiculous. At first it was the song and dance that I should send it in, and it will take 2-4 weeks turnaround. After several arguments and finally talking to management they relented and sent me a refurbished overnight. Left a really bad impression of customer service or lack thereof.

I LOVE the idea of a foldable but seeing this really sours me on them. I was already a bit iffy with them seemingly just getting larger when the point of a foldable is compact device that converts to a large device, but it was something I was willing to accept. The cost of these devices should cover screen issues that are obviously not damage related (how hard is it to see that impact point where the crack resonates from).

They really need to get their act together. I know a lot of people who are interested in switching from iPhone to Pixel, Galaxy, etc. but have heard bad experiences with customer care. Apple has a leg up on these manufacturers because of their stores doing repairs and their customer service being pretty stellar.

I get full accidental coverage on my OnePlus open. So if I drop it in stuff or whatever it is covered. But its only a year. What are some good 3rd party insurance for mobile devices?

Thanks for the video. What a horrible outcome you experienced. Please follow through. Knock on wood. My Pixel Fold has been solid since the day I got it when it was forced released.

Sipping my tea, as I watch this video on my DUO2. It's ALL THE OEMs when it comes to warranties. Buy insurance on your phones everybody. Some car companies don't even cover their cars under warranty

With these particular companies I can conform that this isn't just limited to their foldables. 💀 Edit: I also remember seeing a Louis Rossman video where a Samsung technician purposefully sabotaged a TV he was supposed to be repairing in order to jack up the price. I imagine their philosophy is no different for their other products.

Not sure what state you're in, but here in Kentucky I had an issue with a non-smartphone product (not going to say what as I finally got a resolution) but I was in a similar situation as you. The company refused to stand behind their product even though it wasn't my fault. I finally got to the point where I sent them one more email and told them if I didn't get a repair/replacement I'd sue them in small claims court. Their tune changed real quick and within I think 2 days I had a replacement. I'm sure it would have cost them more to send someone out to fight it even if they won, so it was cheaper for them to give me what I wanted and move on.

I'm sorry to hear about your troubles. I have had my OnePlus Open since release and have had no problems. I have insurance through OnePlus and hope I never have a problem then. 🤞🤞 This sure sounds like a nightmare. Good luck with your problem and hope you do get it resolved.

How is this even possible?! I really feel for you Shane, this sounds horrible! I'm unfamiliar with US law, but shouldn't you be able to go forward with legal actions if they (apparently) aren't holding up to their own warranty statements? I mean, when buying the device you go into contract with the seller, and if the seller promises warranty and later on refuses to keep their part of the agreement, they are in violation of the contract.

Unfortunate to hear. I've been considering a foldable but as a 16-year iPhone user I've been hesitant precisely because of both reliability problems and warranty headaches. In my experience Apple definitely stands behind their products and most reasonable warranty claims are honored and dealt with quickly. Too bad their foldable isn't expected for two more years. I do think that drop you mentioned when your Pixel Fold bounced off of your bed could have contributed to the cracking even if it wasn't visible then. The following months of using it could have added up to the crack finally emerging. In any case the lesson seems to be: don't ever drop your foldable and don't buy one if you are prone to dropping your devices, furthermore be aware that your warranty may not mean anything if something happens to it. I wouldn't call this video negative either. I found it to be one of your most helpful videos because it addressed a very real concern for many people. If Google isn't responsive I would absolutely go the route of "I have a RU-vid channel with a sizable following and I'm always honest and open with my viewers and I just can't recommend your phone anymore".

Since we have the DOJ on the other line burning apples overcooked biscuits right now!!! This is getting crazy !!! I love ALL THINGS ANDROID but their needs to be regulation with this across the board especially for $1500 and up devices.there was always something stopping me from buying Oppo-Oneplus /samsung/google foldable and this video lays this out perfectly why. These foldables are cutting edge and unique but the overpricing and the handling of defect/cracked screens is just awful. @Shane Craig Great video and i hope this reaches a bigger audience !!!

Thank you shane for this video, actually I had same experience with openplus few days ago My OnePlus open suddenly show a black spot in the inner screen with a small white line across the screen as well I contacted OnePlus and same story they told me we don't cover any display issues even if it's a factory malfunction and case closed 🤬🤬🤬 I am really very sorry that I think these devices can have a chance and deserve customer trust .

First n I like this guys reviews❤

Shane, thanks for posting. I had a TERRIBLE experience with OnePlus customer service back in December. I never received my OnePlus Fold that I bought. DHL kept saying it was stuck in a warehouse, and never updated beyond that so it was basically stolen somewhere. I must have had over 30 emails with OnePlus over a 2 month period with OnePlus and I got the complete runaround. They kept asking for screenshots of the DHL status, I would send and then follow up and the next customer service rep would start over at the beginning, telling me the same steps to follow. I kept PDFing the email threads and resending ....and nothing. I finally got some action when I started using X to complain publicly. That seemed to get their attention a bit more, and after 2 months, they finally refunded me. It was so frustrating. They should have a reserve fund that covers lost shipments --and replace the lost devices within a few weeks, not months.

I prefer that there is a buffer between myself and the manufacturer. Although I was rather alarmed when I went to Best Buy yesterday to pick up my S24 Ultra and told them the Pixel was acting up. They then told me that the turnaround time for a Pixel was 4 days. My immediate thought was I could not be without a phone for 4 days and not sure many can. Now that I have the S24 Ultra they can take all the time they need as the Pixel is just going to be a backup phone.

I hate that for you shane. Being in the computer related biz. I hear alot of my customers raving on third party insurance providers. And many of them actually have flat out had devices replaced with brand new ones. Only having to pay a rather small deductible to get back up and going.

I have AT&T premium protection covers free battery replacement and also my internal screen too. It gives me a new one the same day for my Pixel Fold only 14.00 dollars a month. I had my Z Fold 3 for 4 years no problem never broken my phone. But I keep all my phones in good cases ... I'm sorry to hear that Shane they should be better at servicing your device.

I had the same back and forth with Google on my original pixel fold. When the oneplus open launched I noticed how bad my PF sounded. Found out the speakers were blown. Sent it in to them and took 3 weeks as they claimed it had physical damage 1st. After having the phone sent back and returned to me. I resent it only to have the same issue. After going back and forth again for 2 weeks I discovered the original agent noted the screen was damaged, luckily I took photos and a video of me packing and shipping the unit and they caved and replace under warranty. Keep in mind I still had preferred care so I was fine either way. It was the principal of forcing consumers into pricey repairs without having a choice. Protect your Tech people, these OEMs do not care.

Shame on google end user support!

I also have a Google Pixel Fold and although it has not cracked, I have noticed that the spot where yours initially cracked there is a slight crease in that area on both sides of the hinge so I suspect there's some extra tension in that area. I've been babying this phone in a drawer so I can trade it in this summer on something better, however I'm currently using a slab phone and I'm not sure I want to go back to a foldable for a daily driver. That's not because of any major issues, but I just don't find them all that useful.

I had both my SD1's break at the low end hinge because the plastic cover there is so thin, a year of use and drops had weakend the plastic protection which also doubled as a connection to the phone body. When it snapped, it exposed the interior wires and also the hinge was left unusable as it had nothing to collapse back on to. The first time it happend was probably 2022, my warranty had run out so I bought a secondone off Amazon for a cut rate price. Second SD1 broke in the exact same place a year later. Ended up ordering a SD2 off Ebay finally but BOTH times my SD1 broke, it crapped the screens and i was unable to fold the phone without messing with the single screen i had working. Luckily, I had my older slab phone to use while I was waiting for replacements but it was so inconvenient.

WOW. You are maintaining remarkable calm in the face of a gaslight pole. I have had my Pixel Fold for almost two weeks and now I am wondering if I should just consider it a FAT SLAB and only dare open it on holidays and birthdays ...

Man, this is unbelievable. I was just about to order my dbrand skin. But, now I'm debating it. I do have insurance through Verizon, but I may go to the pixel 8 pro or even the s24 ultra. This story is crazy!

Just finding out, that I can't renew my preferred care with Gaggle bc I cancelled it a few months ago. I don't want to go through what happened to you. Absolutely horrible.

Bought 3 One Plus Opens, 2 screens broke. Nightmare repair service. All on eBay

I loved my pixel fold ended up getting scared and sent it back. Watching your videos I knew I made a mistake sending it back. Now I don’t know what to feel

I have a fold 3 since release. No screen issues at all. Changed screen protector 3 times. I switched to iphone 15 pro max until fold 6 releases just because fold 3 battery does not hold like it used to. Got a flip 4 for my dad on release and it has major screen issues now 😢 its out of warranty and the screen repair costs 70% of flip 5 price

I don't know anything working as a customer service agent but these people act like their salary gets deducted everytime they repair or refurbish a customer's phone. Or like the company is paying them to not handle the repairs. I have experienced wonderful service so I know how it should be like. They take a look at my broken device, see it's a fixable problem then fix it, no further questions asked.

The screens on my Duo 1 are mint along with the rest of the device. Wish we could still get dual screen devices without the foldable screen.

damn, just got a kid and i really love tech. Saving for next gen foldable (rocking 12PM), I can buy a slab phone if it dies, but really saving up for a foldable. this makes me wonder, its not gonna be a nice experience knowing i could use an iphone 4-5 years.

This channel is a major reason why I picked up the OnePlus Open. If my phone break, I'm blaming you. (I also bought 3rd party insurance, lol.)

Take Google to the small claims court

Sounds to me like you have grounds to start a Class Action Lawsuit. There are tons of law firms that LOVE this kind of situation. You would have the resources to get the ball rolling. Go for it!

UBreakiFix franchisees in Knoxville don't like to repair foldables. When I had my Z Fold 3 with its screen protector peeling every 6 months or so, I learned the uBreakiFix in Turkey Creek doesn't touch foldables, the Bearden location apparently fixes foldables when they're in the mood -- they replaced my screen protector (with a defective protector) once, then, six months later, refused to replace the protector because "the phone doesn't fold flat," and only that Powell location from your video would consistently service the phone. Dreading any issues with my Pixel Fold...

Sorry about your and other's situation. I have the Z Fold 5, having purchased it through Samsung and believe I have their warranty program but in reading it I'm not sure they would fix it and if they did how long would it take? I have had zero issues. But wonder now if I should go back to a slab phone while it's in great working condition and not chance having a similar issue come up and while trade-in value is still good? I depend heavily on my phone for work and would basically have to get another phone immediately. And to possibly be relegated to paying $800 to fix it is ludicrous not to mention the time factor.

Bad customer service as a complete reason to stop doing business with any company. Customer service these days It’s absolutely a abysmal. All you get are rude. Unhelpful idiots on the phone or somebody in a country that isn’t even close to where we’re at, and doesn’t even barely speak English.

They need to bring Apple-level customer service to these premium fold phones. When things happen, especially under warranty, they should be easy to replace (even with a refurbished unit) just by stopping by service center.

I've been away from your channel. (Your Google device affinity clashes with my opinion. )... I enjoy and respect your videos today for the stat explanation and the pixel failure. Truly sorry for your bad time. It was what I expected from a manufacturer who isn't fully committed to making phone devices long-term / 100% all in. ....one thought is my mantra " never buy first... generation " as problems arise unique to the new hardware that the second generation addresses. ...Good to see you again and sorry for those tribulations. Good luck. And i have the fold 3 and fold 5. The boring style , the narrow front screen may be a blessing because of lengthy experience on spanning a screen and folding it /ibhg unto itself underpressure.

After seeing a video of someone from samsung's customer service scratch 3000$ tv on purpose to void warranty when visiting a customer AT HOME, my faith really went down and I wouldn't be surprised if in fold's story they also "found" some issues similar way. While it always seemed the safest way to purchase electronics to be through brand's retail shop, in my country (Czech Republic) I am actually grateful to have huge online shops with in-person customer service and actually reasonable experiences. Especially for brands that are not that popular here. I recently bought OnePlus Open and had a chance to purchase an "immediate device exchange" in case of any issues, but I gave up on it since it costed extra ~10% of the phone's price, I guess this is one way to deal with it. But so far everything is great. On a side note, what a gorgeous wallpaper on your OP Open, do you mind recommending the source of it or where do you grab your HQ images from in general? Also did you ever try to set up other live wallpapers (with the open-close animations, from Oppo Find N for example) on it with any success? Regarding your story I hope everything ends up okay and in any case we get more vocal with bad experiences hoping it gets better in the future. Cheers!

So this is anecdotal but I've always bought mine from their website not thru Telco deals n I've always received good service even when stuff hit the wall. It shouldn't but does how u purchase affect ur service? Best thing to do is have a credit card with purchase protection.

I discovered, that my less than 2 1/2 year old duo 2 is non-repairable, my battery is not lasting like it did, so tried opening a service & repair at Microsoft, and they no longer service the phone!, so I called them and they say they only replace phones, that they are non serviceable! and that they don't have units anymore! and I ask her so if I wanted a battery replacement how much would have cost me, and the lady says since its out of warranty the same as a new phone, but again we don't have stock. WHAT IS GOING ON WITH THIS COMPANY! so much e-waste and such a loss, ($1700 !) a perfectly working phone, to the trash because they designed this device to not be repairable, you cant even find batteries anywhere!. Please bring this up to the attention of people!

I have preferred care on mine. I have heard of people having really good luck with Allstate device insurance

This is the reason why so far there is no foldable iPhone I think. I was thinking of getting Pixel Fold as my second phone but the issues with the screen stopped me buying it and also Google Customer Service. I would consider Microsoft Duo type of screen if available. Best thing at the moment is combination of a phone and iPad mini.

Asurion with Samsung was DS. My OnePlus screen failed. I think it was because it overheated while I was on Android auto. Like it was burning in my hand. The front screen was fine. But a day later. The main screen had white on top and bottom was working (Have pictures of it. They requested it). I had $99 repair deductible because I bought that when I got it. That was a very good thing because it was hassle free to get it repaired. However it took 3 weeks to get it back and it was a new unit. I had to reset all my information

I'm pretty sure that some of the high cost of these devices is to cover a greater rate of breakages. Very poor that Google behaved like this. I hope they come through for you.

I have Google Preferred Care on my Pixel Fold, which costs me $10/month. But when the screen protector started to separate from the inner screen at the bottom of the hinge, they overnighted me a replacement phone and had me send the original back in the same box. Couldn't have been easier. I wonder if the folks having trouble are relying on "free" warranty service?

I had the Samsung fold 4 before I got the OnePlus open, the fold 4s internal screen failed after a year but that was due to me dropping the phone at least 20 times in that year, luckily I had accidental protection from best buy and they will replace the phone up to 2x in the two years of that protection. I dropped my OnePlus once onto concrete, the hinge dented a bit but it still works flawless, I think the foldables are really sturdy well made devices in my opinion. I also got the protection for the one plus and will probably replace it in a year too 😂 i much prefer the oneplus open as after a months use my fold 4 had micro scratches on the hinge, micro scratches on the internal glossy plastic border, the oneplus went with a non glossy hinge and matte borders on the inside, way better for not showing microscratches

There truly isn't a positive when it comes to foldable phones and getting them serviced. Very expensive and customer service is terrible.

Thats why i was scared of trying out the one plus open ive heard terrible stuff about their customer service

Fold 4 - same deal, inner screen is oeeling away from the crease. My thoughts are the devices are not designed to be long term, just buy another one every 2 years...

I bought 3rd party insurance at the same time as my pixel fold, and after watching this, I'm glad i did. Now don't get me wrong, we all know insurance companies will try their hardest to wriggle out of paying on occasions, but at least i won't have to go through Google and their terrible customer service!

18:04. Google hired some legally blind technicians 😂

From what I’m aware the issue with Google is they don’t have a dedicated repair and warranty service within Google. It’s all outsourced. For example with Apple you can walk into any Apple Store and walk out with a replacement the same day. To my understanding Samsung operates the same way as Google and One plus is Chinese so good luck even getting anywhere with that. Also these claims and proof of not standing behind a product is why I don’t use a foldable. Not everyone has a back up device or even the extra funds to justify repairing or replacing a 2k phone.

bad customer service is a big contributing reason to avoid any product imo. not just foldables. google's pixel support is really bad. they sent me 2 defective replacement pixel folds for warranty inner screen issue. finally they sent me a 3rd replacement that's brand new, not a refurb unit and that's what i'm using now. not to mention the whole ordeal took over a month to resolve. if this is your primary phone you're basically screwed.

Mine done the same thing the next day after release. The exact same crack in the same place and and a smaller one coming up from the bottom. luckily Google replaced it bc it was a new release then the replacement unit had a popping hinge and they replaced it the same day as well and the 3rd one so far is fine.

Is this something anyone sees getting better with the next generation (or two) of foldables? I sure hope the prices of fixing the device and overall device reliability increase. I'm sure this is the number one reason people shy away from spending $1500+ on a folding phone.

Interesting. You know who is not failing? Huawei. I had the screen protector come up on my Mate X5. Even though I don't live in one of their markets, because I had purchased a new device from one of their outlets everything was covered under warranty. Yes, it was just a screen protector, but the point is, their customer service was top notch. They were prompt and responsive and made things right. That is all I can ask.

Google customer service is the worst. Evil tech company.

Makes me angry just hearing it. I've only dealt with Google customer service one time on a phone case that they charged me for and did not send. Let's just say horrible experience. So I get it. My experience was all over what was a $29 product. Unacceptable. Good luck man

Shane, How are you making out with Google? I got the pixel fold because of you. It's a shame what they are doing. Any outcome as of yet??

This is one reason i really like buying from best buy and getting insurance from them.

first fold from Google..I guess I'm lucky. i imported a vivo x fold from China to Australia. 2 years with no issues, there was no overseas warranty. First fold from vivo. i guess the standards or components are better??... btw..vivo x fold was wayyyyyyy cheaper than the pixil fold.

I learned the hard way with a Z Fold 4. Next time i will get a refurb from Ebay soon next time...

I watched this video after complaining about my experiences with Apple support. I have been holding off buying a foldable phone and it looks like I will hold off a lot longer now. Shame on all these companies for their horrible technical support.

Shane, has it put you off foldables in general or are you keeping the faith?

This leaves foldables in a really awkward place.

I believe you can file a claim with your state or some Federal consumer protrection agency.

I had really bad customer service with apple and Samsung. Pixel was good but I also had some funny things with them. So all have the same customer service to my experience. And I never break any phone it's always software and with Samsung was battery problems. I had bad luck with them phones and watches and they don't cover or even fix it for me

For manufacturers to turn round and say 'Oh, no, broken screens aren't covered under our warranty' is utterly ridiculous. They were the ones who invested millions into developing products using folding glass and they need to follow through with the usual warranties and support. If only so that the customer won't dismiss the brand when choosing the next device, whether folding or not. Now, I love my current (PR loan) Google Pixel Fold. The size and aspect ratio are perfect, the mechanism apparently solid, the performance and cameras excellent, and so forth. However... Owning a folding phone is, I contend, like playing Russian Roulette 20 times a day. With a one in ten thousand chance every single time that the folding glass will crack. So do you feel lucky, punk? Well do you? Folding phones (at least, the 'book style' ones, where a traditional phone form factor opens out into a mini-tablet) have always been niche. A geek niche. Where said geeks have disposable income and can afford to be screwed around by manufacturers when it comes time to repair broken folding glass. Folding phones like this will never be mainstream. Like the bumble bee, they go against the laws of physics and common sense. And breaking those laws has a cost, both in purchase and in repairs. OK, so the bumble bee flies, and the Pixel Folds and Galaxy Folds of this world do work, and sometimes quite well. But they're not exactly elegant from a display resources and mechanics standpoint. I predict that we’ll look back in a decade, in 2034, and consider the early 2020s to have been a quirky time in technology when manufacturers tried phones and tablets that could fold. And will be viewed in the same perhaps-rose-tinted light as keyboarded phones from the Nokia and Blackberry era are today.

If push comes to shove, Swappa has phones cheaper then the offered $800 repair.

Had Fold 4 for less than a year and the inside screen has mark, Samsung said and issue with them, they didn't have the screen in stock, referred me to one of their service centers, they didn't have it either, after 4 Mo's of waiting no one ever got it in. Even though it was a mechanical problem per Samsung, and I had the phone insured, I ended up having to pay 200.00 for them to update it to the Fold 5. Samsung Customer service sucks I promise you.

Most entertaining video lol. Sorry came at expense of of 1700

To me its because of the meh cameras vs cost of device.

Durability is the reason to avoid it. Foldables should come with at least 3 inner screen replacements for free.

Even though I prefer the form factors of the Pixel Fold and OnePlus Open, I do not trust their customer service enough to go with them. Samsung at least has more experience (with high market share) and offers Samsung Care Plus for 3 years and storefronts for issues.

Should have kept using the microsoft duo 2 , unless you drop it down a grate

First i want to point out, these centers for receiving return devices are third party. Their contacts contain 'incentives' like the lowest number of replacements, fastest turnaround times, etc. it benefits the these centers to charge you if they can. You understand the % of broken screens is probably a low % of all repairs and a low % of all the phones sold. To the OEM, this is a low priority. The argument of customer satisfaction comes in a distant second when considering profit margin. This is reality. If you have ever seen the way these 3rd party centers run themselves, you'd be shocked. I consider it the steriotypical used car sales lot pulling bait and switches. There is no place you can request a re-review.

Ive been attacked over and over again by fanboys talking about the terrible customer service you get from these companies releasing these folding phones. They will find any tiny scratch or scuff thsy can to screw you out of your warranty when their shotty design and product breaks that you spent $2000 for. The loyalty these people show to a company who has done nothing but try to take their money is absolutely pathetic. I hate apple but until they make a folding phone and you are able to just walk into an apple store with apple care, this is how its going to be if you want to own one of these cool phones. Sending your phone off for weeks and weeks to get repaired then fighting them to honor their warranty is a normal occurrence unfortunately. All you have to do is google it and you will find countless stories of it happening. Not to mention when you do finally get it back, theres no promise its not going to just break again from their shotty repair job.

Negative bias confirmation be damned, if the mainstream perception becomes that foldables are unreliable, it could mark the death of these products. I am fully committed to these devices, owning both a Motorola Razr+ and a OnePlus Open. No problems to date, but I'm more than a little nervous about it after watching this video.

Sounds like why I left Samsung when my Galaxy Fold 4 screen separating started happening. I was even paying extra for the extended coverage. The local Samsung affiliated repair shop pointed at a small scratch in an unrelated section of the phones casing and said they could not perform warranty work unless I paid the deductible. Complaining to Samsung got me the option to ship it in to them with a 2 to 3 week turn around time. So that's me without a phone that I need for work for 2 to 3 weeks. I traded the phone in for a Pixel 7 Pro after that and swore off Samsung.

Why don't Americans just insist on proper consumer protection laws, such as folk elsewhere enjoy?

I think American's need to take better care of their phones lol