Google no longer plans to retain Pixel devices received for repair with “unauthorized parts”

Google’s Pixel device repair policy was criticized when it was noted that the company would not return a device to its owner if it used “unauthorized parts.” The company is now removing this restriction from its policy.

YouTube creator, repair shop owner and rights to repair activist Louis Rossman this week drew attention to Google’s policy on repairing Pixel devices. Since at least last year, a support page explaining Google’s repair policy has clearly stated that if a device is sent for repair and unauthorized replacement parts are found on it, the device will not be returned to the owner.

As a reminder, Samsung recently faced criticism for a similar approach. The Korean company demanded that contracts be signed under which it was assumed that workshops would destroy devices found to have used non-original spare parts. Recently, iFixit ended its partnership with Samsung for Galaxy devices.

Google’s policy only applies to in-house repairs of Pixel devices, but similarly states that a device that uses aftermarket replacement parts “will not be returned to you.” This policy is effective from July 19, 2023.

However, in a statement to Android Authority, Google said it would change its stance. In the future, Google will “not retain” a device if it contains non-genuine parts, but will return the device to a customer if they cannot repair it due to “security issues.”

«In this case, we will send it back to the customer or discuss further steps with him. Customers can also freely search for the best repair options for themselves,” Google promises.

The company’s Terms of Use will be updated to “clarify” this issue. However, these promises have not yet been reflected in the TOS update.

source: 9to5google