My Pixel Fold Didn't Make it a Year... You NEED to Get Insurance! 

Let's not do the "Google is the only one who does this" nonsense. Get insurance on your foldables asap and never rely on the warranty. They'll all do it to you. Samsung and OnePlus too! Don't risk it! ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-eHruNV8UhlA.html Also, please no one else send donations! It's okay!

Call my opinion unpopular, but if a device isn't worth getting without a warranty for fear of breaking due to normal use...it probably isnt worth buying. I really hope foldables keep improving in the next 5 years or so.

"We'll call you back" is the biggest, "I just want to hang up on you", strategy in customer service. Never believe anyone that use's that excuse.

The way these companies treat customers paying $2000 for their phone is ridiculous. None of them are exempt from it. One plus taking two months to repair opens, Samsung looking for any tiny scratch on the phone to deny someone’s warranty, google in this case. It’s ridiculous. Honestly I hate iPhones, but Ive been waiting for them to drop a fold because at least they are normally pretty good with their customer service if you have AppleCare in my experience. Being able to walk into an Apple Store rather than sending the phone off would be huge.

Thanks for the updated. Incredibly bad PR from Google. I'm sorry about your experience. Brutal!

It's a shame the surface duo line got discontinued, it had a screen gap but it was still the more robust design. Although the exposed hinges weren't great.

Okay, so this is EXACTLY what happened to me. What's really wild is that my crack was on the exact same side (on the left side of the screen) and what's even more wild is that this exactly reflects the same experience. Like almost step by step!

Sorry to hear that, bud. Seriously, its messed up how they're doing someone who's praised Google so much. I've been fortunate to get a day one Z Fold 3, use it for a year until the ZF4 dropped, which also gave me a problem-free year until my day the very ZF5 I'm typing this on (going strong for ~10mo). ...and I'm not saying that to play teams at all. When one foldable of any OEM has a screen crack, the next thousand of us who have no issues have to fight off the serial extrapolators. ...y'know the folks... those people looking past all available data to drop a "see now this is why" style statement implying that the overwhelming majority of foldables experience screen issues. Without reading any comments I can likely safely assume they're either already here (if not then on the way). If you do find some more fight in you and take them on again, I hope Google comes correct. You'd think after all the short term pink screens, button detachment fiascos, frame separation controversies and whatnot, they'd be more inclined to take care of their people before a story has a chance to get big.

This is why boring slab phones are still the most popular format. One of the reasons I'm not ready for folding screen phones is because of the fragility. The Duo got it right from the beginning imo.

Thank you for sharing this story. I was planning to get a pixel fold, now I’ll look somewhere else.

That is worrying. Given that the cracks are under the surface, I don't understand how Google can blame you for them and refuse a repair. My only guess is that they just don't have enough inventory of spare parts to facilitate a repair. I know someone locally who had an issue with his Surface Duo about a year in and was offered money instead of a repair as they didn't have the parts or facility to do it anymore.

The crazy part about this for me is I recently just bought the Pixel fold because I was watching this man's videos😅😅😅. Now I'm terrified 😅

I have kept my Duo2 for this very reason. I just don't feel that the foldable tech is robust enough. I suspect that the customer service departments are both struggling to cope with the volume of returns and aren't confident that the repairs will last. Replacement is expensive for them and will result in the same issue at some point. So the outcome is "send it back denying the issue".

What a bummer man! I have the insurance but I decided to just sell it. I’ll end up with the pixel fold 2 possibly. This camera was not as good as I’d like and the weight was just too damn heavy. Love the content!

Wow, that really sucks, sorry to hear it. I´ve been looking forward to the Fold 2 if they should sell it were I live, but maybe I should take a step back for a while...

In the UK and Europe as a whole; they're forced to honour warranty for 1 year.

Hope this video gets a million views to help offset your losses my friend. Thanks for being awesome. Keep on keeping on brother ✌️❤️🍻

Had a very similar experience with my Z Fold 4 so it's definitely not just Google :( In my case I did have the Samsung Care+ coverage but my defect occurred right before my 1year was up so I sent it in, they sent it back with "no fault found" and by the time I got it back I was past my 1 year so they told me I could pay to go through insurance and I fought with them saying I had sent it in *before* the 1year but I got nowhere. Insurance or not, it's definitely a frustrating experience being told that you need to pay for something which should've been covered.

Wow, I had the same problem with a replacement device that they sent me and I got another replacement approved almost immediately. I hate that everyone else always has issues with Google support. I never have an issue, thankfully....

I don't think you should leave this alone. This is what they are hoping for. You should chase your rights.

My biggest problem with pixel ownership. I can just about deal with some of the handset/software issues but when I have actually needed support for an in warranty phone repair it has been terrible service and endless complaints over weeks and months. Insurance is essential.

I'm really sorry you had that experience. That's stressful, especially when a device costs that much. Thank you for reminding me, need to get device care for my Tab S9 today. I purchase off Amazon and the Asurion rates are high, so just like my S24 Plus, I go directly to Samsung. (Note to others) Have to take pictures of the device, and they approve or decline coverage, and you have a deadline to do it.

Thanks, was going to buy one, not bothering now

Thats really unfortunate :( im glad I have insurance. NEVER skimp out on insurance for phones!!

Very similar experience with me and my Galaxy Fold 4 and Samsung's support. I fought and fought and finally they fixed it free of charge under warranty. Sold it immediately and back to non flips .......at least for now.

That is a bummer, ive been working on a long term update of my Pixel Fold. Luckily ive had no such issue and I do not baby mine. I have dropped it twice with no case and still no damage. Lets hope it stays that way.

Been watching your videos for a while and I want to say as a guy that's had an Apple phone for quite some time now you've done a great job promoting these Android devices for free..so much so that I've even considered switching back a few times. Love your videos, very unbiased and informative. I hope Google can see that and make this situation right!

Your customer service experience is why I also switched to an iPhone. I do miss my pixel, but this with other issues made me just switch.

What also sucks about this is even if you did want to continue to support them now you're stuck with a device that won't qualify for as robust of a trade-in assuming the fold 2 or whatever it winds up being called gets released.

Im on the same page with you. Fantastic function, form factor, camera, etc.... but after it cracked being used in the same conditions and environment my OG Surface Duo was used in, then needing to file a insurance claim to replace it, I am now too nervous to daily drive this thing. I am back to my OG Duo for daily driving...

This is the exact type of thing happening is the main reason I've avoided ALL folding phones.

Oh dang that's tough! I got the Pixel 8 Pro and opted for the basic Google warranty instead of the extra warranty so hopefully I never have to deal with their customer support.

My heart sank when I saw this happened to your pixel fold. I am truly sorry.

Thank you for sharing.. Also, did you have a chance to put GrapheneOS on it?

Imo i like the concept of foldable phones but feel like they just not durable enough it's bad enough having a glass and metal sandwich without worrying about a extremely fragile screen and gunk getting into the hinge

If you're in the states try contacting your state attorney general. Theres usaully a website for each specific state and its fairly easy to fill out. Also try contacting google or any company only through email or chat that way you have receipts for everything they say. But yeah by law a company has to honor there warrenty. Whether it be repairing the device, sending a new comparable device or refunding you. It could take a while but doing it this way usaually guarantees an outcome and theres really nothing more required of you after you fill out the forms forms for the attorney general. That is until google contacts you about it. This is the route I've taken in the past when companies are difficult to work with and has always yeilded results.

Hi Thanks for your video Shane. I will really say you have been unlucky. Ive bought it used from a Danish site. It came from germany.a month in the screen cracked alot like yours. Ive send it back to Germany with warranty. They fixed it and it came back within two weeks. And have worked fine since. I really hope its just you that have been unlucky. I dont know if its worse with Google in USA than Europe but the service was fine here.

Quality assurance isn't the priority. It's number of units sold.

I had a fold for two weeks (eBay), but decided to sell it as £750 was a lot of cash and I didn't feel that it would stand the test of time. Went back to a Surface Duo 2, of all things (as my media device). Sorry to hear this.

I had a horrific experience trying to get replacement earbuds from Google. It took almost 3 months for Google to send me my replacement earbuds. They kept telling me that they couldn't give me new earbuds but they would never tell me the reason. I went back and forth on the chat with so many different representatives. I was finally able to actually speak to someone at Google and that person was the one person that did what they were supposed to do and then I finally got my replacement earbuds. But I decided from that point forward I would never buy any product from the Google store.

Devices aren't Google's core business, it is adds and people's data. Anything outside of that, they don't seem to care much about.

Im really sorry to see you get treated this way, Shane. Do you think that its best to store it unfolded? This sucks, but atleast you'll have more time for the Open!

I had issues straight out of the box with my Fold (Outer display not responding to touch many times). Fold was a couple of weeks old and the issue started from day 1. At first they refused to fix/replace it but they finally did it but It cost me a lot of effort while I was completely in my right. Happy they replaced it and apologized but the experience was horrible. Couldn't believe a company like Google would act like that.

I hate these stories. They need stellar customer service for foldables. They just aren't worth the risk (saying this in front of a zfold and pixelfold). I bet you get a phone call after posting this video Shane....

For a device at this price point and it being so different, i would definitely get the warranty. For a regular phone like the s24 and so on, maybe its not needed. The repair pricing isnt even bad for the screen, back or battery.

I've yet to have to use it but if you check with your credit card, often phone insurance is included as long as you are paying your phone bills with that card.

Shane ,hello from Kazakhstan. Well, your story is crazy as hell. That's why i dont buy fold phones. They have a big place for improvement. I hope you and your device will be good ! Stay strong !

Sorry you went through all that with Google. My gripe is I believe none of these foldable phones have a outer box style tuff case for them. I want a foldable phone.

Wow, quite a journey your fold has been as of recent lol I'm sorry you have/had to go thru all this. I expect something like this from a company like Gazelle where they heavily reduce the quoted trade-in value of a 10/10 device after receiving it and stating "extensive wear and tear and device is carrier UNLOCKED - so, we can offer $125" lol

You are right, its a hit and miss with all of them. However, if Google wants to increase their pixel sales (foldables and clamshell), they need to be better than the rest of the pack. Excellency in customer service is a must-have, especially in that price range.

Maybe it’s just not easy to tell from the video, but from what it looks like at 8:37, if the digitizer is intact and the touchscreen is functional then I think you would say the screen is scratched, not cracked. If the service center looked at it and felt the same way that is why they would say there was nothing wrong. Companies won’t replace screens for scratches.

Thanks. I almost bought a Pixel Fold. Video came just in time.

Thats what happened to mine within 6 mins of getting it. Google did replace it. I was the one who posted it on reddit.

Oh wow! It cracked on my birthday!

This is why I continue to use Apple. Say what you want about pricing, but my phone can be repaired that day/ next day and I'm back in business. If this was your primary device imagine trying to work or whatever from it. As someone who NEEDS their phone for their job this is ridiculous.

Had my pixel fold for just over 2 months and from the start it's has a weird static bar flicker on the front screen at random times and places on the screen, most of the time it's pinkish in colour. Did the same as you with pixel support online here in the UK and am sending it in for repair. I have a feeling they will do the same as you and say can't find a fault etc. Especially as the static flicker is random but ever time I use the device it does it.

My device randomly developed a bump and black spot on the inner screen which eventually turned into a bright white/green line coming off of that spot. I received the phone as a gift from a late family member so Google will not honor their manufacturer's warranty without emailing support from the original purchasers email. After being with Google Pixel since the Pixel 2 XL, this is definitely making me want to stray away from Google's products

I’m currently having a similar issue. The inner screen of my fold got damage something from the middle of the screen where crease is, created a small bump that damaged the screen from the inside. My fold is 4 months old. Currently I currently dealing with the resolution center. They want to charge me 700. This is crazy. So frustrated.

Still have my Surface Duo 2 and it still works well. Only complaint is the software and hardware of the camera. Unfortunately Microsoft gave up too soon on it.

I had just gotten the OnePlus open when part one of this video came out. I was like 😬 then i dropped it. I had just put on a new case. I was like it broke. Opened it up and still no damage 😳 🤞

so sad Google... They will probably now discontinue making any more of these...

Have you seen the scrolling issue on the 8 and 8 pros, apparently it's fine the the pixel fold (reddit and play store). People on reddit ran inspect gpu rendering tests and saw a lot of extra processing time.

I’ve heard other stories similar to this one that Google has extremely bad warranty and customer service. Was going to get a pixel 8a but this has persuaded me not to get a pixel phone or any other pixel device.

It is important to determine the root cause of the cracking issue. Is the battery expanding and causing internal damage, despite the absence of external signs? It is crucial to monitor for overheating as expanding batteries can cause significant damage. Based on my experience working for Apple, I have witnessed numerous instances of cracked screens resulting from pocket pressure. Therefore, I strongly recommend using a protective pouch to safeguard the device.

I've been using the Samsung Folds since the 2 first came out (2, 4 and now 5). I had the inner screen crack twice on my 2, second time was after the warranty expired, they replaced it for free both times with almost no hassle. When the inner screen cracked on my 4, right before the 5 came out, they didn't have the part to fix it so they gave me a full refund. Just my experience.

Screw then.. Not buying the pixel ever.. Thx for sharing bro

You can get premium Chinese foldables at 2/3 of a price you'd pay here, most have good UI too and support 5g bands, at least in Europe. For the longest time my contention was "but what if something happens and I need to use warranty"... Well your case and many similar render the point moot. I think I'll just go with a Vivo or Xiaomi once I'm finally ready to try a foldable.

Mine had the folding screen go dark and Google honored my warranty and sent me to a local shop to get it fixed, the shop didn't have the parts but they ordered them and everything went well

Google did this same crap to me back when I had a Nexus 6 and a Nexus 6p. Not a good company to buy anything from in my opinion

thats very unlucky but kinda expected by such thin layer of flexible glass. glass is glass and still breaks, the thinner the glass layer the easier they tend to crack since its always under tension. sometimes it help to have a little note sticked to the device what the issue actually is & where to find the damage. (had kinda similiar experience but the shop called me in that case & asked whats the problem was cuz they dont see it on their software /interface.) dont expect them pull up the id from the website where the problem is & especially if it only says "broken screen or glass" (if its even stated there) they gonna open it & see a normal phone screen, wont need any further inspection. especially if u see the cracks only on an angle or light source shining on it.

I have my warranty through assurance from AT&t. Hopefully they'll be better if anything happens to mine.

Just looking at my pixel fold now and it looks like the screen isnt stretched tight enough over the inside. Its almost baggy in places especially when looked at under light. My z fold 2 screen never looked warped and baggy. Perhaps thats why they are cracking

I have been greatly anticpating the Pixel Fold 2...will you consider daily driving one, or did that ship sail just saill? (Sincere question...not trying to stir the pot.) THANKS!

I wonder if this is one reason why neither Google nor One+ have released their foldables here in Australia - although we're always told it's market size - but our consumer laws would mean you have an excellent case to have the phone repaired or replaced free of charge. I find it worrisome that you've given up because of the exceptionally poor customer service and have had to accept the crack in your phone's screen. If it gets worse and does stop working you'll be in an even worse position. For an expensive device like this to not even last 12 months is insane.

You have to get a case which covers the hinge, or else it WILL get damaged or the effects would be seen on the inner screen.

I just purchased a OnePlus open and I didn't get insurance I purchased it on Amazon is there a third party company I should use to ensure the phone? Or can I still add the insurance from Amazon at this point

Really want a foldable but I live in Albania so the repairs are too expensive. Hope these devices get more durable in the future.

If you used your MasterCard to purchase the phone, you might be able to get it replaced based on your warranty. I've used my MasterCard warranty a few times when a company has dropped the ball or if the company warranty expired within the year.

This is why I take out insurance and buy my phones thru Best Buy… or apple. I was never once denied a claim on a phone when I was using iPhone, and going to the Apple Store with insurance. I now use a Samsung 24 ultra and I hope if I ever need it fixed I don’t have the same problems you’re having with google.

You handled this a lot better than I would have. I would have been sideways! I'm not an Apple fanboy by any stretch, I've had several but mostly use Samsung and OnePlus. Where they are better than every other manufacturer is that they have brick and mortar stores and generally excellent customer service.

Shane, so sorry for this mess. I have one and am now very concerned that due to design problems, the inside screen is scratched with hardly any pressure, perhaps the edge of my finernail. I left the Apple ecosystsem as I used to be an Anroid person, flashing ROMs, etc. back in the day. I thought I'd see the latest Android experience. I had my hiccups with the move from Apple, but now I could be stuck with a danaged unit. Google wants to sell teh Pixel Fold 2? I'm sure it will be nice, but never again will I pay almost twice what I normally would for a cell phone. Gah!

Sheesh! What a horror story! I'll be sticking with my Duo 2, which is in excellent condition and no issues.

I should be fine because I always purchase the preferred care right?? Looks like a monthly charge I believe

It appears that Pixel device has a built-in (OEM applied) screen protector like the ZFold's do. Any chance the crack is in that screen protector and not the screen itself? I took a Samsung ZFold 4 device to a UBreak store once with a chip on the outer screen. The tech told me the screen was not damaged, it was the OEM Samsung applied screen protector. After I peeled that screen protector off the outer screen, it was indeed just a chip in the screen protector. The glass screen itself was perfectly fine. The tech also showed me that the Samsung OEM protector I removed happened to be multiple layers of material, which can lead one to think the screen underneath is damaged when in fact it is only the protector.

The phone, for me, is not having any issues, and I have support with my phone service. T-mobile has never been an issue with phone issues. Maybe see if your carrier has options.

This very reason (as well as having limited funds hehe) is why I went with a duo. These folding single screens will break down and MY FEAR is it will happen on a very important day.

I have a pixel fold and I'm hoping mine doesnt break, but I use it in a rotation and not as a daily driver

I had the same issue with Motorola for my razr ultra. I ended up skipping the phone support after the 2nd time and used their repair portal.

Actually, despite their flaws the Surface Duos were more durable with their traditionnal glass screens ! Also I don't think your pixel's screen will just suddenly die, it's just the ultra-thin glass thing cracking, shouldn't affect the actual oled beneath

This is why I buy the insurance on the phones I buy.

I suspect they do not have replacement displays - as you mentioned, no repair shop has functioning pieces... Again, this is the problem of "experimental" lines of products produced by companies that are not primarily hardware ones - MS Surface Duo? 😊

The main reason why I'm never buying a foldable. I have a Flip 5 that I got for free and I had to do a warranty replacement on that one. I'm just letting it sit until I trade it in. I daily drive my Pixel 7. I wanted a Pixel Fold but these things are too risky.

I tapped out of the foldables. Loved my fold but was too stressful to own 😂 love my more sturdy pixel 8 pro and although I take care of it, but it's not like carrng round a new born.

could the crack be caused by battery expansion ? If that can be proved, its on google to fix/replace it right?

Honestly this kinda scares me. I've had no issues with my Fold 4 for the 7 months I had it (secondhand), and while I do like it a lot I was wondering if it was really worth it to have it instead of an S24 Ultra - I was thinking about trading in around Black Friday. But the fact that you had NO issues with it until suddenly you did, and this happened to the one singular RU-vidr I watch at all who uses a fold daily...I don't feel like I can confidently say "it won't happen to me" anymore. And if it DOES suddenly crack, I lose $200 of trade in credit. It'd be $680 to upgrade right now because of a promotion going on. Strongly considering just doing it. Only holdouts are that I was gonna get a Watch 7 bundled with it if I waited for Black Friday - that combined with what would certainly be a bigger sale makes it tempting to wait 6 more months. It'd be a gamble though.

I don't know about where you live but over here there are third party local repair shop who replace the top layer which is cracked without replacing the whole screen you should try doing that.

Its best to buy an aftermarket warranty, preferably with accidental protection, i replaced my fold 4 with the best buy protection, my inner screen cracked due to the hinge being warped, from being pretty brutal on my device it fell at least 20 times. In my opinion they are pretty solid devices. Conrete and asphalt drops not carpet 😂

For the price that these flexible oleds cost, I'd live with the cracks... I was thinking about repairing Z flip devices, as the screen always fails and they end up being very cheap on the used market, but for the price of an original screen you can buy a whole phone ! Sometimes even a better model, you can get a used Xiaomi 13 for the price of a z flip 4 display But when the device is covered by warranty, it's a different story. Device doing self-harm should be covered ! I wonder if Huawei Honor Xiaomi and Vivo have better support on their foldables

Did the whole acreen cracked or is it "just" the screen protector that snapped?

Repair horror stories like this are exactly why I enrolled into insurance when I bought my z fold 4. I'm buying a premium device, I need to have some sort of assurance that it will get replaced or repaired for an affordable price.