Foldable screen support

Use this page to support foldable screen devices.

What's included

Devices with folding screens include a pre-installed screen protector. When a foldable screen appears to be damaged or cracked, it may only be the screen protector that is damaged.

  • Device manufacturers support these foldable screens.
  • Replacement and repair of foldable screen protectors are not covered by T-Mobile warranty exchanges or device protection. Find support options below.
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Damage

 

Folding screen support is for damage from any cause. Customers cannot easily see if the damage is to the screen protector or the actual screen beneath it, and they may describe conditions such as:

  • Scratches
  • Bubbles
  • Lifting or peeling at the edges of the screen
  • Lines, creases, cracking, or lifting near the device hinge
  • Missing pre-installed screen protector

Do not remove the pre-installed screen protector. Removing it may further damage the device and impact eligibility.

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  • Samsung Z Flip or Z Fold customers:
    • Receive a one-time free screen protector replacement for the foldable screen within 12 months from purchase.
    • Receive one discounted screen repair for their foldable screen. A fee applies.
    • Additional screen protector replacements or screen repairs are available for a fee.
  • A Samsung authorized repair location inspects the device to determine if the damage is on the foldable screen protector or foldable device screen.
  • If the repair location finds accidental damage to the screen and the customer has device protection, the customer may choose to file a claim with Assurant instead of using Samsung repairs.
  • Samsung offers discounted service:
    • One-time free foldable screen protector replacement
    • One-time discounted foldable screen repair:
      • Z Fold: $250 + tax
      • Z Flip: $200 + tax
  • After customers receive their discounted service above, any additional service costs:
    • Additional screen protectors: $19.99 + tax
    • Additional screen repairs: Full price, depending on device model

Samsung escalations

  • Customers can escalate their complaints about Samsung service to Samsung directly at 1-800-SAMSUNG to discuss their issue.
  • Foldable screen protectors do not come with a warranty.
  • If the foldable screen protector develops an issue after service, customers can schedule another service directly with Samsung.

 

  • Motorola razr, razr+, and razr ultra customers can receive a free one-time screen protector replacement for the foldable screen within 12 months from purchase for any of the following:
    • Screen protector dents
    • Screen protector bubbling
    • Screen protector peeling
  • Customers can create a service appointment at www.ubreakifix.com to get a free same-day screen protector replacement or contact Motorola directly to schedule an appointment.
  • Additional screen protector replacements can be done through www.ubreakifix.com for $59.99 + tax.
  • Screen protector replacements may also be done through the Motorola mail-in repair channel for $79 + tax.
  • If the screen protector fails a second time during the warranty period, customers should contact Motorola to determine if an additional replacement can be provided.
  • Customers with device protection may choose to file a claim with Assurant for accidental damage or repairs outside of those listed above.

  • Google 10 Pro Fold customers free one-time screen protector replacement for the foldable screen within 12 months from purchase for any of the following:
    • Screen protector dents
    • Screen protector bubbling
    • Screen protector peeling
  • Customers can create a service appointment at www.ubreakifix.com to get a free same-day screen protector replacement or contact Google directly to schedule an appointment.
  • Additional screen protector replacements can be done through www.ubreakifix.com for $59.99 + tax.
  • Screen protector replacements may also be done through the Google mail-in repair channel for $79 + tax.
  • If the screen protector fails a second time during the warranty period, customers should contact Google to determine if an additional replacement can be provided.
  • Customers with device protection may choose to file a claim with Assurant for accidental damage or repairs outside of those listed above.

How to reach Google customer support 

Device

Steps

Pixel 10, Pixel 10 Pro, Pixel 10 Pro XL, Pixel 10 Pro Fold

  1. Tap Settings.
  2. Tap Device health & support.
  3. Tap Tips & support.
  4. Tap Contact us.
  5. Follow any additional prompts.

Pixel 9 or older

  1. Tap Settings.
  2. Tap Device health & support.
  3. Tap Tips & support.
  4. Tap Contact us.
  5. Enter info about your issue, then tap Next.
  6. Choose the best description of the issue, then tap Next.
  7. Confirm which device you need help with, then tap Next step.
  8. Review the resources provided, then tap Next step if you still need help.
  9. Tap Get a call or Chat.
  10. Follow any additional prompts.

 

Any phone, tablet, or computer
  1. Open the Pixel Phone Help Center.
  2. At the bottom of any page, under "Need more help," select Contact us.
  3. Enter info about your issue, then select Next.
  4. Choose the best description of the issue, then select Next.
  5. Confirm which device you need help with, then select Next step.
  6. Review the resources provided. Select Next step if you still need help.
  7. Tap Get a call or Chat.
  8. Follow any additional prompts.
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Exclusions & other conditions

  • Do not file warranty exchanges or device protection claims for the folding screen conditions listed above.
    • Folding screen support is not part of T-Mobile warranty program.
    • Folding screen support is not part of device protection program, unless the device has accidental damage, in which case customers can choose to file a claim for accidental damage.
    • Issues with the screen protector are not covered under those programs.
    • If the device has warranty issues, guide customers to address folding screen issues through this process first. Warranty exchange guidelines apply, including device condition checks, and therefore, warranty should only be offered after all other options have been exhausted.
  • If there is damage only to the screen protector, the customer may still use the device for a trade-in or JUMP! upgrade. Screen protector replacement is not required before trade-in.
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Eligibility

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Foldable screen protector replacement discounts require

  • An eligible device model:
    • Samsung Z Fold or Z Flip
    • Motorola razr, razr+, and razr
    • Google 10 Pro Fold
  • Customer must have purchased the device less than 1 year ago. (Includes previously purchased devices.)
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Foldable screen is damaged

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Replacement process

Explain how to receive replacements. Customers must contact the device manufacturer. Offer the following options:

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Samsung walk-in service or appointment

 

Repair is conducted at an Authorized Samsung Repair location.

  1. Provide customers with the Samsung Service Locator link: https://www.samsung.com/us/support/service/locations 
  2. Customers must search for the closest location.
  3. Customers can use the website to create an appointment.
    • Recommend customer create the appointment to ensure necessary repair parts are available.
    • Customers can visit the location for walk-in service, but availability of parts is not guaranteed.

Customer advisements

Inform customers of the following:

  • You can read the full terms and conditions of Samsung's screen protector replacement program at: https://www.samsung.com/us/support/service/z-screen-protector-promo.
  • When you visit a Samsung Authorized Repair location for service, you will check in at the help desk. They will inform you of length of time to repair, which may range from 30 minutes to EOD, based on their backlog.
  • You will pay for the repair at the time of service, with any major credit card.
  • If the Samsung Authorized Repair location finds accidental damage to the screen and you have device protection, you may choose to file a claim with Assurant instead of using Samsung repairs.
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No Samsung authorized service center nearby

 

Customers can call 1-800-SAMSUNG to schedule mail-in service.

Customer advisements

Inform customers of the following:

  • You can read the full terms and conditions of Samsung's screen protector replacement program at: https://www.samsung.com/us/support/service/z-screen-protector-promo.
  • Samsung processes the mail-in option, not T-Mobile.
  • The process takes 5 to 7 business days from when it's initiated. You will mail in your device, and you must change your T-Mobile service to a backup device. (T-Mobile and Samsung do not provide loaner phones for this.)
  • Samsung will send an email confirmation with the steps to mail in the device and a printable 2-day air shipping label.
  • Samsung repairs the folding screen and mails back the device.
  • If the device has accidental damage to the screen and you have device protection, you may choose to file a claim with Assurant instead of using Samsung repairs.
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