I bought this phone for my husband, thinking we were getting a good deal of $300 off list price for the Father's Day sale, but we've had a very bad experience with Google, and we hope others can avoid what we've gone through. Pasted below is a longer version of the review placed in the Google review of the Google store in Oakbrook, Illinois that we visited. We had to condense this down to fit the 4096 character limit of the Google review. Prior to the Inner Screen self destructing, my husband was generally happy with the phone, especially the main feature of the phone of the large inner display. He did have the minor complaints others have mentioned of slower charging and less battery life than his previous midrange Motorola G100 phone. It was clear from the beginning that this phone with the fold was more fragile than others and needed to be protected, which my husband did. We had no idea though that the inner display of the phone we received was going to fail in just over a month via normal usage. Given our experience with Google, we won't buy Google products anymore, but if you are willing to deal with Google, we recommend you stay away from this phone or buy a protection plan from the beginning. However, even if you have the protection plan, there would still be the enormous hassle of going through support to get it fixed or replaced. ---------------- Appalling Experience with Defective Pixel 9 Pro Fold and Unacceptable Customer Service I am utterly appalled and deeply disappointed with my recent experience at the Google Store in Oakbrook regarding a defective Google Pixel 9 Pro Fold. I purchased this phone from Amazon on June 7, 2025, and received it on June 8, 2025. On July 16, while on a snack break at work, the inner display began to fail. It started as a thin black line precisely in the center, along the fold crease. As I opened and closed the phone a few more times, the black area expanded significantly, rendering most of the inner touchscreen unusable. Internal cracks, vertical and parallel to the crease, also developed. Unfortunately, I didn't capture a photo immediately, but I did take one later that day with my work phone, which showed less of the black area than when I brought it into the store. I showed this photo to the staff at the Google Store. My attempts to get support before visiting the store were equally frustrating. The Google support website was a labyrinth, repeatedly asking for my IMEI and leading me in circles without providing any clear path to resolution. I eventually found out about uBreakiFix, which Google uses for repairs. I called uBreakiFix on July 17, but they informed me they only handle repairs and could not assist with determining eligibility for a replacement or refund. Given the lack of online and phone support, I decided my only option was to visit a physical Google Store. As it was a longer drive for me, I waited until Saturday, July 19. It's worth noting that I couldn't call ahead because there's no phone number listed for the Oakbrook store on Google Maps or the official Google Store website. We felt fortunate to even have a Google Store within driving distance, as there are only seven in the entire United States, and the Oakbrook location is the sole one in Illinois. We arrived with my wife and 10-year-old daughter, expecting premium service. At first, it seemed promising; we were greeted at the door and directed to where we could get help. I immediately showed two staff members the phone and its clearly visible inner display defect, and as they discussed the situation with us, it genuinely felt like they were going to assist rather than accuse. After a brief examination, they asked me to remove my protective case. My wife and I struggled to get it off, and one of the staff members eventually assisted. They then examined the phone further and took it to the back, stating they wanted to show it to a repair person. After about five minutes, they returned the phone. They discussed it amongst themselves, then asked for the phone back again and huddled with another person we believe to be the manager, who later identified himself as David. David then returned the phone to me and stated unequivocally that they couldn't do anything for us. He explained that the damage "must have been something I did," suggesting I had put too much pressure on the phone or bending the hinge too far. I reiterated, as I had several times to the initial employees, that the problem arose simply from opening and closing the phone normally. I also mentioned having seen reviews online about other users experiencing issues with the inner displays of these phones. David dismissively responded that he had not seen any such reports and, bafflingly, showed me his own Pixel 9 Pro Fold, implying that his single, undamaged phone was proof that no such issues exist for the model. My wife and I were stunned and in disbelief. I repeatedly asked, "You're really not going to help us?" As they continued to refuse, both my wife and I started to lose our composure and raised our voices, repeating that we paid over $1500 for this phone and they were effectively "screwing us out of $1500." We are not the type of people who would raise a disturbance without exceptionally bad treatment, even without our 10-year-old daughter present; we lost our cool specifically because we were being falsely accused of causing damage we did not inflict. The only alternative they suggested was to try sending it back to Google by mail to see if Google would have a "different opinion." They shockingly threatened to call the police on us, despite the fact that we were clearly not threatening them and had our young daughter present. I expected better support and accountability from Google, especially for a premium device with a clear manufacturing defect occurring so soon after purchase. The complete lack of accessible online and phone support channels, combined with the Oakbrook store's refusal to acknowledge a manufacturing flaw, their decision to blame the customer, and the unprofessional threat to involve law enforcement, is utterly unacceptable and a terrible reflection on Google's customer service. We will never buy a Google product again.