My HUAWEI foldable phone makes a sound when it is folded or the screen is pressed

Applicable products： HUAWEI P50 Pocket(dual sim card  8gb+256gb（bali-l29c）)，HUAWEI Mate Xs 2(huawei mate xs2 dual card 8gb+512gb)，HUAWEI P50 Pocket Premium Edition(huawei p50 pocket dual sim card  premium edition 12gb+512gb（bali-l49c）)，HUAWEI Mate Xs，HUAWEI Mate X3
Applicable system: Unrelated to OS version, HarmonyOS 3.0
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My HUAWEI foldable phone makes a sound when it is folded or the screen is pressed

Check whether a protective film is attached to the rear cover of the foldable phone. Applying a protective film on the rear cover may result in insufficient clearance between the mid-frame and the rear cover, as well as between the hinge components. This can lead to hinge damage. Additionally, it may cause the internal adhesive/materials near the mid-frame to curl, resulting in abnormal noise.

Problem 1:

  1. The foldable phone makes a sound when it is folded or unfolded.
  2. The foldable phone makes a sound not ever heard before after it has been used for a period of time.
  3. The phone makes a sound, whereas other foldable phones do not.
  4. The phone makes a louder sound than other foldable phones.
  5. The foldable phone makes a sound when being folded or unfolded for the first time, but no longer does so after being folded and unfolded several times.

Reply 1:

The foldable phone has a hinge that contains delicate components. Therefore, the phone may make a sound when being folded or unfolded. In addition, the phone uses the ultra-cold cross-axis graphene heat dissipation system design, and the graphene may make a sound when being bent. These are normal and will not affect the screen's functions. HUAWEI phones have undergone strict performance tests before delivery to ensure durability. Please rest assured.

Problem 2:

A sound is made when the screen is pressed.

Solution 2:

The inner display screen of a foldable phone is a flexible screen. A certain gap must be reserved between the screen and the hinge to ensure that they can slide smoothly when the phone is unfolded or folded. Therefore, when you press or swipe the screen, there will be a sound. This is normal and will not affect the screen's functions. HUAWEI phones have undergone strict performance tests before delivery to ensure durability. Please rest assured.

If the issue persists, back up your data and take your device and proof of purchase to an authorized Huawei Customer Service Center for assistance. To save your time, you can make a reservation before going to a service center, by opening the My HUAWEI app and going to Support > Repair appointment/Service centers.

Reply according to the corresponding communication script. You are advised to suggest the user to go to a service center for check. Pacify the user twice. If the user still does not accept the solution, escalate the complaint.

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