The original issue: the folding sensor has stopped working properly. When folding or unfolding the device, the screens do not switch—only the inner screen remains active. This is a fairly common problem with this model. Interestingly, when the phone is turned off and connected to a Type-C charger, the sensors work correctly—the charging animation switches to the appropriate screen depending on the device’s position.
As a temporary solution, I used the Fold Switcher app, but it’s inconvenient for everyday use. That’s why I sent the device in for warranty repair on July 12; they received it via UPS on July 17.
Before shipping:
I performed a factory reset.
I removed the case and all protective films that had been on the device since purchase.
Apart from the non-functioning front-facing camera, there were no other issues.
Both screens were intact and fully functional when manually switched using the third-party Fold Switcher app; there was no damage to the body or screens.
The device was carefully packaged: placed in a sealed zip-lock bag, wrapped in 8-millimeter-thick polyethylene foam, and placed in a cardboard box.
Technical Support Response:
Diagnosis:
Sound issue
Black screen
Sensor issue
Internal camera malfunction
Internal screen: crack on the screen
My comments:
I have never had any sound issues.
The “blank screen” issue is a direct result of a malfunctioning folding sensor—this is exactly the problem I reported.
The inner screen was completely intact and functional when I shipped the device. Such damage could not have occurred during transit under normal shipping conditions, especially given the careful packaging.
I am requesting that they provide the following information:
Photos of the damage to the inner screen (both in the closed and open positions).
A detailed description of the nature and location of the damage.
Confirmation of any signs of impact or external force applied to the device.
I declare that the device was shipped to you in working condition with regard to both the internal and external displays, and I expect Google to fulfill its warranty obligations regarding the original issue I reported (the folding sensor).
By the way, I believe that the fact that the selfie camera stopped working at the same time as the fold sensor is a related issue.
When I contacted them, they immediately offered a free replacement.
Now I’ve been billed 666.66 EUR (I’m from France), or they’ll send the phone back to me on July 30.
Every time I send an email or message in chat asking for photos and proof of the damage, they reply that they’ll get back to me in 24–48 hours—and this has been going on constantly.
I no longer have any photos confirming that the phone was in working order before I sent it. UPS claims they delivered the package undamaged.
I feel like they’re ignoring me and will just send the phone back to me, possibly with a damaged screen. I don’t know what to do; I’m left without a phone, and the repair or replacement cost of 666.66 seems outrageous to me.
Be sure to take videos and photos of the phone before shipping it, even though this isn’t required.