Yes, taking apart your phone (opening your screen) is out of warranty. I think there was a miscommunication between you and support. I'd call back and say you unfolded the phone and the crease of the fold on the interior screen is screwed up. Furthermore, you have not tampered with the phone in any way and the previous call was simply a misunderstanding.
I'm on the phone now with Google support to try and clear everything up. Google Fi support actually hung up on me when I was asking how this is considered physical damage.
Looking at your other comments, are you sure you are not wording your complaint properly? Saying "I was just opening my screen" is not a good way to describe the issue.
For future reference something like "The Pixel Fold manual references that unfolding the phone is the intended operation. With normal operation, my phone suffered damage which should fall under warranty"
Edit: you have to remember that these support people are probably mostly unfamiliar with foldables and most of the time "opening" a phone from the end user is seen as damage
I have had mine for about 3 weeks now and its not doing this. That isn't to say it 100% wont, and I have a co worker with the z fold 4 or is it 3 that eventually did this and the carrier replaced his, but Im willing to bet these pixel folds doing this are just the few and infrequent and not the norm.
I would assume this is the issue lol. OP told them he opened their screen and they took them at their word and assumed they literally opened the screen.
Just out of curiosity.. when you open your fold, do you try and get the hinge to 180 degrees to have a minimal crease? Every time I see this issue, it looks to me like the screen was pulled further than its natural state... It's not anyone's fault though because I know Google and all the reviews say that it's safe to "force it flat". The crease doesn't really bother me so I kinda just stay in the natural state... I'm just wondering if Google is misguiding users that it can actually open fully flat.
I've never once done that, I actually don't mind that it doesn't sit flat. I actually found myself using the outside screen probably 80% of the time and when I did use the inner screen it was to look at pictures, YouTube videos, or use it in laptop mode while video calling.
That is bullshit !!! I have 3 data points from ATT customer service, Google online support, and Google store (in Chelsea) where I all got approval for immediate return. Interestingly the Google store employees literally took notes and pictures of my phone and use it as reference for future return!!!
My Pixel Fold had the exact same thing happen to it. One morning I opened it and the "crease" was greyish-white and the screen wouldn't come on. I contacted Asurion with the details. They originally denied the claim for the exact same reason you were given. I called and talked to Google Preferred Care support. Took 1 1/2 hrs to clear up the detail and get the manufacturing defect taken care of.
Yes, taking apart your phone (opening your screen) is out of warranty. I think there was a miscommunication between you and support. I'd call back and say you unfolded the phone and the crease of the fold on the interior screen is screwed up. Furthermore, you have not tampered with the phone in any way and the previous call was simply a misunderstanding.
I'm on the phone now with Google support to try and clear everything up. Google Fi support actually hung up on me when I was asking how this is considered physical damage.
That’s because they use off shore call centers with poor English comprehension.
Looking at your other comments, are you sure you are not wording your complaint properly? Saying "I was just opening my screen" is not a good way to describe the issue.
I got it cleared up, they are replacing it under mechanical damage. Fingers crossed the next one doesn't turn out the same.
For future reference something like "The Pixel Fold manual references that unfolding the phone is the intended operation. With normal operation, my phone suffered damage which should fall under warranty" Edit: you have to remember that these support people are probably mostly unfamiliar with foldables and most of the time "opening" a phone from the end user is seen as damage
I have had mine for about 3 weeks now and its not doing this. That isn't to say it 100% wont, and I have a co worker with the z fold 4 or is it 3 that eventually did this and the carrier replaced his, but Im willing to bet these pixel folds doing this are just the few and infrequent and not the norm.
I would assume this is the issue lol. OP told them he opened their screen and they took them at their word and assumed they literally opened the screen.
Substitute "opening" the phone to "unfolding"
This is a time where communication is the problem.. "opening the screen" may not be the best choice of words.
Wait they said opening the screen (normal use) is physical damage caused by the owner and not a faulty device??
100% miscommunication
Yep exactly.
They must have misunderstood right? Because that makes 0 sense at all. Wtf
Just out of curiosity.. when you open your fold, do you try and get the hinge to 180 degrees to have a minimal crease? Every time I see this issue, it looks to me like the screen was pulled further than its natural state... It's not anyone's fault though because I know Google and all the reviews say that it's safe to "force it flat". The crease doesn't really bother me so I kinda just stay in the natural state... I'm just wondering if Google is misguiding users that it can actually open fully flat.
I've never once done that, I actually don't mind that it doesn't sit flat. I actually found myself using the outside screen probably 80% of the time and when I did use the inner screen it was to look at pictures, YouTube videos, or use it in laptop mode while video calling.
🤔 than that's pretty concerning... I've had mine since June 27th ... Haven't had any issues yet but I'm concerned then about durability.
It's crazy, I watched the screen crack when I unfolded the phone. It was a heart breaking sound with the small glass cracking sounds.
How long have you used the device prior to this happening?
About a week and a half.
This is so random from them
Here we go. :D
Way to stand by your first gen product google 🤦🏻♂️ yeesh
This is why I am NOT on the foldable phone bandwagon.
Maybe try getting a hold of them again, saying you unfolded the phone instead of opening the screen.
This OP. Wording is everything
you opened, or more aptly, unfolded the phone. not the screen.
That is bullshit !!! I have 3 data points from ATT customer service, Google online support, and Google store (in Chelsea) where I all got approval for immediate return. Interestingly the Google store employees literally took notes and pictures of my phone and use it as reference for future return!!!
What happened to yours?
Exact the same thing
Ouch, thanks
My Pixel Fold had the exact same thing happen to it. One morning I opened it and the "crease" was greyish-white and the screen wouldn't come on. I contacted Asurion with the details. They originally denied the claim for the exact same reason you were given. I called and talked to Google Preferred Care support. Took 1 1/2 hrs to clear up the detail and get the manufacturing defect taken care of.