Ryan Whitwam / Android Authority

A Pixel 9 Pro Fold user recently recounted a frustrating experience with Google customer support while trying to get their phone fixed. About a month ago, a blob suddenly started appearing on their Fold’s inner display. Upon reaching out, Pixel support initially told them the phone would be fixed for free because it shows no signs of physical damage. That’s probably because Google covers the Pixel 9 Pro series’ display issues, whether they originate from manufacturing defects or screen lines popping up after updates, under the Extended Repair Program it announced last year.

However, when they sent the device in for an inspection, the repair bills were jacked up straight from the previous $0 to $660. After refusing to pay because the phone had no physical damage, the phone was returned to the owner. They escalated the issue to a manager, who assured them a resolution within the next 48 hours and even agreed that there seemed to be no physical damage.

Despite the assurance, there have been no updates in the last 15 days, according to the user, who says they have been trying to raise the issue with support nearly every day. They get the same AI-generated response that the update is being worked on.

During this period, they haven’t been able to use the phone because the patch on the screen seems to trigger the touch, and basically makes the phone nearly impossible to interact with.

The user rightly feels “heartbroken” and says the trust they’ve accumulated for Google over the years “is gone.” What’s worse is that this was their third replacement, as the previous two units they received had other issues that prompted Google to swap the phone for free. They also mention working at Google, though, as we know, the company is no longer what it started out to be.

In the replies to the Reddit thread, we see several other Pixel owners complaining of similar mistreatment from Google. One hobobindleguy recounts a similar experience getting their Pixel 10 Pro Fold’s screen fixed under warranty and now plans to switch to an iPhone because of the poor Google support experience. Another user, jorgejjvr, says they had to tussle with the support constantly for four weeks to get their Pixel 10 Pro fixed under warranty. Yet another one, jopy666, says they were “outrightly refused” a repair for their $1,900 Pixel Fold, even after escalating it repeatedly, all while paying $15 a month for Pixel Care+ on top of that.

The thread also includes some positive comments, with a few users reporting they received replacement units — and in some cases, free upgrades to a newer generation — with little hassle. That still doesn’t undermine the problem the owner in question is going through.

Even though Google now allows self-repairs, it wouldn’t be any cheaper to go with a reputable alternative, such as iFixit. But even if we were to ignore the financial burden it places on the owner, the emotional torment is still something Google should be held responsible for, especially when its agents agree the phone shows no signs of damage, which means it should qualify for a free repair, if not a replacement.