Updated May 16: Samsung is reportedly strengthening the Galaxy Fold's display by moving the screen's protective shield inside the phone rather than an overlay that can be easily removed. The company is testing the Galaxy Fold on Korean networks and is reportedly planning to release the phone in June. The $1,980 Galaxy Fold is being positioned as a revolutionary product eight years in the making, but it’s already facing a huge issue just eight days before it hits store shelves. Several Galaxy Fold units given to reviewers have exhibited severe screen problems. In some cases, the Fold screens have broken and in others they have flickered and/or faded to black. This is the worst possible start for heralding the next big thing in phones. “On a scale of 1 to 10, this is an 11,” said Ramon Llamas, an analyst for IDC. “Samsung has invested plenty in the development and marketing of the Fold and for negative reports like this to come out so soon do not help its cause. And it’ll make potential customers think twice about getting it now.” Avi Greengart, lead analyst at Techsponential, agrees that this is a very bad look for the company. “The failure of several Galaxy Fold review units is extremely disconcerting – it certainly puts a damper on the launch of an exciting new product category,” said Greengart. MORE: Samsung Responds to Galaxy Fold Fails as Shares Fall Samsung has issued a statement saying that it will inspect the broken or damaged Galaxy Fold units. And it’s not all Samsung’s fault. Sort of. Some reviewers mistakenly removed a layer of protective coating for the main 7.3-inch display, believing that it was just a piece of film that many phones ship with out of the box. In its statement, Samsung says that “Removing the protective layer or adding adhesives to the main display may cause damage. We will ensure this information is clearly delivered to our customers.” “The failure of several Galaxy Fold review units is extremely disconcerting – it certainly puts a damper on the launch of an exciting new product category.”— Avi Greengart, lead analyst at Techsponential That’s great, but the fact that this can happen at all speaks to mediocre product design. Users should not be able to easily remove something that can instantly turn your phone of the future into a $2,000 paperweight. “Samsung should have anticipated this before distributing review units, but this issue is not fatal,” said Greengart. “It can be corrected with warnings in the box and at retail.” I don’t think it's fatal for the Galaxy Fold, either, but think of it this way. The vast majority of people had never heard of the Galaxy Fold until yesterday, and it was only because the units were breaking or malfunctioning in reviewers’ hands. This is not the first impression a company wants early adopters to have before a product goes on sale and before a single commercial has aired. “The optics are bad, and the implied failure rate is astoundingly bad – but only if it translates to actual production units,” said Greengart. “Do the production Folds have these issues at the same rate? What caused the failures? Nobody knows yet.” Samsung is no stranger to quality control issues, for those who recall the Galaxy Note 7 exploding and catching fire. This is clearly not as bad a problem for the company as that troubled launch, as no one’s life is in danger, but it doesn’t paint a good picture overall. “At least with the Fold, it hasn’t been launched yet and Samsung can go back and examine what has happened,” said Ramas. The sad part is that Samsung was willing to take a risk and strived to be first to market, and it backfired. And all of the innovation in the Galaxy Fold is going to be overlooked--at least for now. MORE: 7 Most Surprising Things About the Galaxy Fold (Good and Bad) “Pushing the bounds of what is currently available certainly seems to be a focus for Samsung,” said Stephen Baker, an analyst with NPD. “Whether it was pushing the battery in the Note 7 or building this product I think they are willing to take some risks that other brands are not. We should applaud them for that.” “But it doesn’t speak well to their preparation nor their appreciation of how the tech press was going to view this problem. I view that as a big failing on their part.” With other foldable phones on the way, including the Huawei Mate X and a foldable Razr phone from Motorola, the Galaxy Fold fiasco could dampen consumers’ enthusiasm for the entire category before it gets off the ground. So that means companies will have to learn from Samsung’s failings--and quickly. “For those companies, be prepared for the same kind of scrutiny,” said Ramas. “All companies – Samsung included – would do well to reexamine their quality control standards to see if any other bugs like these or others come to the surface.” Credit: Tom's Guide<doc-sep>Just a couple of days after journalists, including us here at Android Central, got their hands on the Galaxy Fold for the very first time, multiple reports surfaced that initial review devices are having out-and-out screen failures. At least four different devices have major screen issues that have required fully replacing the device, which may not seem like a lot until you realize that at this point there are perhaps only a few dozen Galaxy Folds in the hands of people outside of Samsung employees. From looking at all of the information available, and using a Galaxy Fold myself, there are clearly two distinct issues at play here: one that's fixable, and one that should very much be a concern for Samsung as the Fold gets into consumers' hands. VPN Deals: Lifetime license for $16, monthly plans at $1 & more Problem 1: The screen's plastic covering looks removable This is the "fixable" problem of the two. The Galaxy Fold, as every other foldable phone, has a plastic layer on top of the OLED display panel itself that allows the entire assembly to flex. We don't yet have flexible glass, so this is just how things are going to have to be for the foreseeable future. But the problem with that top layer on the Galaxy Fold is that it looks exactly like a pre-installed screen protector we've seen on phone after phone — including the Galaxy S10 — that you have the option of removing. On the Fold, though, the layer is not designed to be removed. It's not just inadvisable to do so, it's not meant to be removable. If you remove that top layer, you've effectively done the same as removing the cover glass from your Galaxy S10 — and, at that point, the display panel itself is going to fail in very short order. The phone comes with this protective layer/film. Samsung says you are not supposed to remove it. I removed it, not knowing you’re not supposed to (consumers won’t know either). It appeared removable in the left corner, so I took it off. I believe this contributed to the problem. pic.twitter.com/fU646D2zpY — Mark Gurman (@markgurman) April 17, 2019 PSA: There's a layer that appears to be a screen protector on the Galaxy Fold's display. It's NOT a screen protector. Do NOT remove it. I got this far peeling it off before the display spazzed and blacked out. Started over with a replacement. pic.twitter.com/ZhEG2Bqulr — Marques Brownlee (@MKBHD) April 17, 2019 Samsung's messaging to early reviewers explicitly reminded us that the top layer of the screen was not removable and that it would compromise the integrity of the display. But even still, the urge to remove that top layer has been ingrained in all of us for over a decade — plastic doesn't feel right on a phone, and it looks like it's removable because it doesn't reach the very edges of the bezel. Even some of the most egregious offenders of pre-installed screen protectors in the past would still technically allow you to remove the protector and have the phone work properly afterward. This just isn't the same case, even though it feels the same at first. Samsung must make it clear to consumers that the plastic should not be tampered with. So this part of the problem is fixable, but we don't know if Samsung plans to address it more seriously with the retail launch. Let's remember that the Galaxy Fold is already up for pre-order, and will be shipping to regular consumers (albeit not in large numbers) with no hand-holding or extra information. They'll just get a phone in a box, and when you pair that up with the intense desire to want to peel plastic from new phones, you're set up for a bad news cycle of broken Galaxy Fold screens. Thankfully, proper retail Fold units will have a small warning on the protective film covering the entire phone out of the box. Unfortunately we've all been conditioned to quickly rip off this plastic and get to using our shiny new phones, and that warning will be discarded quickly. Given the severity of the situation, it would behoove Samsung to make changes to its packaging and software to make it explicit as possible that the plastic should not be removed like any other phone — a single warning on the piece of plastic that people hastily rip off of every phone really isn't enough when the consequences are this serious. Problem 2: The screen is just fragile, period This is the bigger issue that Samsung inherently can't "fix" without years more development of the display technology that enables these phones to fold over and over again. So you shouldn't remove the top layer of the Galaxy Fold's display. We know this now. But the fact that you can remove it (if you're persistent) and simply doing that is enough to completely render the display useless and quickly broken is a bad sign. At least two of the reports of failed displays came while the Galaxy Fold's top layer was kept in place and undamaged, which points to the larger discussion of just how fragile the display technology is even if you take care of it or just use it like any other phone. https://twitter.com/backlon/status/1118573836226658304 https://twitter.com/stevekovach/status/1118571414934753280?s=20 https://twitter.com/backlon/status/1118573836226658304 https://twitter.com/stevekovach/status/1118571414934753280?s=20 If, as we've seen, all that's keeping the display running is a thin piece of flexible plastic, it doesn't bode well for its prospects of longterm durability. With very strong Gorilla Glass screen coverings, we've gotten used to being pretty rough on phones — and the Fold just isn't going to be able to take that much abuse. Despite lots of engineering being put into keeping the folding portion of the display operational with thousands of folds, that doesn't necessarily mean it can handle impacts and damage elsewhere. Neither of the Galaxy Folds that Android Central has have developed screen issues, though it's very easy to see how such issues could arise.<doc-sep>For Samsung, a tech company that stakes its reputation on shipping flashy new smartphones with eye-catching features, it was a nightmare come true. One of its latest phones, the Galaxy Fold, generated lots of attention this year for an exciting new feature: It could be folded and unfolded like a book to decrease or increase the screen size. The nearly $2,000 cost was also eye-catching. The device made its way into the hands of a small number of gadget reviewers this week, just ahead of its public release. And then things went awry. First, one reviewer said one side of the device’s screen had died on Day 1. The next day, another critic said his device had become unusable. Then another reviewer reported different problems with the screen.<doc-sep>The screen at the heart of Samsung’s new Galaxy Fold phone, which literally folds in half, has been failing in testers’ hands within days, prompting concerns about the durability of the £1,800 device. The company distributed the device to publications across the US on Monday before its release to the public on 26 April. But within two days testers were reporting that the all-important central flexible screen started to break under normal use. Unlike traditional smartphones, which have screens covered in rigid protective glass, the Galaxy Fold has a flexible plastic layer, which can be replaced by Samsung to repair a screen scratch without having to replace the whole display. Some of the devices failed because journalists testing them peeled off that crucial top layer leaving sensitive components of the new multilayer screen exposed – but other devices appear to have failed through normal use. CNBC’s Todd Haselton, who did not peel off the film, found half the Galaxy Fold’s screen failed. My colleague opened the Galaxy Fold and it started doing this. So, long answer to your question @WilfredFrost, the hinge doesn’t seem very rugged after all. After two days: pic.twitter.com/Z1F8iwjURa — Todd Haselton (@robotodd) April 17, 2019 After one day of use... pic.twitter.com/VjDlJI45C9 — Steve Kovach (@stevekovach) April 17, 2019 The device used by the Verge’s Dieter Bohn failed after a lump formed between the display and the hinge behind it, which is designed to support the articulation of the two halves of the phone. SUPER YIKES: something happened to my Galaxy Fold screen and caused a bulge. I don’t know how it happened, and I’m waiting to hear back from Samsung. It’s broken. https://t.co/p1014uB01D pic.twitter.com/3FZJkWtSKr — Dieter Bohn (@backlon) April 17, 2019 In a statement, Samsung said: “A limited number of early Galaxy Fold samples were provided to media for review. We have received a few reports regarding the main display on the samples provided. We will thoroughly inspect these units in person to determine the cause of the matter.” Samsung said the phone was durability tested to withstand being unfolded at least 200,000 times, or about 100 times a day for five years. Other device testers have not reported the screens failing on their Galaxy Folds, but it is unclear how many of the phones have been distributed and therefore the failure rate of the devices. The Galaxy Fold is about the thickness of two traditional smartphones stacked on top of each other when closed. Photograph: Samuel Gibbs/The Guardian The Galaxy Fold sold out of preorders in the US within days of going on sale, but will not ship or reach stores until 26 April. The phone, which will also come in a 5G variant, is planned to go on sale in the UK and other parts of Europe on 3 May, with preorders starting on 26 April. Whether the devices shipped to customers will have the same issues as the preproduction versions given to testers remains to be seen. Samsung expects to produce 1m Galaxy Folds. Sold as an ultra-premium device – $1,980 in the US, £1,800 in the UK and €2,000 in Europe – the Galaxy Fold comes with various accessories in the box, including a protective aramid case and Samsung’s Galaxy Buds truly wireless earphones. But it also comes with an insurance scheme called Samsung Care+, which covers repairs of the device for screen breakages or water damage. Unlike most other top-end smartphones, the Fold is not water-resistant. Samsung’s last high-profile failure was the Galaxy Note 7, which had battery problems in 2016, causing the phone to explode and leading to two recalls and eventual shelving. The South Korean multinational, which is the world’s largest smartphone manufacturer, will be anxious to avoid another extremely costly disaster. Other companies, including China’s Huawei, are snapping at Samsung’s heels in pursuit of the new category of folding phones, with the Mate X expected to go on sale in the next 6 months.<doc-sep>
Screen failure affected several Samsung Galaxy Fold devices sent to reporters for review. According to three different reports, Samsung's $2,000 foldable phone, called the Galaxy Fold, stopped working after a few days. The devices were sent to reporters for review. The Galaxy Fold has two touchscreens: a smaller one that's activated when folded, and a larger tablet-sized one that turns on when the device is opened up. On Wednesday, reporters at the Verge, Bloomberg, and CNBC said the larger screens on their Galaxy Fold review units failed in various ways. A Samsung spokesperson said in an emailed statement on Wednesday night, “We will thoroughly inspect these units in person to determine the cause of the matter.” The spokesperson also addressed the removal of the device’s protective layer, which at least one reviewer reported doing: “The main display on the Galaxy Fold features a top protective layer, which is part of the display structure designed to protect the screen from unintended scratches. Removing the protective layer or adding adhesives to the main display may cause damage. We will ensure this information is clearly delivered to our customers.” Dieter Bohn of the Verge detailed a " small bulge on the crease " of the device. SUPER YIKES: something happened to my Galaxy Fold screen and caused a bulge. I don’t know how it happened, and I’m waiting to hear back from Samsung. It’s broken. https://t.co/p1014uB01D The bulge pierced through the screen and eventually broke it, according to Bohn. Samsung promptly sent a replacement. On Twitter, Mark Gurman of Bloomberg posted photos of a screen that no longer functioned on his review device. The screen on my Galaxy Fold review unit is completely broken and unusable just two days in. Hard to know if this is widespread or not. Half of the display seemed to be inactive. According to Gurman's tweet, the phone comes with a protective film that he had removed. Samsung told Gurman that the layer is not intended to be removed. He also said there is a tear at the top part of the hinge; when he poked at it, the screen got worse. YouTube producer Marques Brownlee tweeted that, after peeling off a part of the phone's protective film, the display "spazzed and blacked out." CNBC's Steve Kovach uploaded a video of the left half of the Fold's larger display flickering. After one day of use... Kovach tweeted that he did not remove the film, but the screen still broke. Not what you'd expect out of a device that costs nearly $2,000! The foldable phone, one of the first of its kind, was announced on Feb. 20. In anticipation of the Fold’s launch, Google announced in November that Android, the operating system for Samsung devices, would support foldable, multi-display devices. The device is slated to be available to the public on April 26 through AT&T and T-Mobile. The issue may only affect a limited number of devices. Another reporter, Geoffrey Fowler of the Washington Post, noted that after folding and unfolding the phone over 100 times, the screen was still functional on his device. Lots of reports emerging about problems with the Samsung Galaxy Fold screen. I tried folding and unfolding it 100 times in a single sprint, but did not spot any problems. https://t.co/nasXGSob9k In 2016, Samsung was forced to cease production of its Galaxy Note 7 phone after reports that the device's battery were catching fire. The company recalled millions of phones due to the hardware failure. This story is developing... Disclosure: The Samsung Galaxy Fold has a development partnership with Tasty, which is part of the same company as BuzzFeed News.