Key Points:
- Google has revised its Pixel repair policy concerning devices with unauthorized parts.
- The new policy offers a possibility of return or repair but remains ambiguous.
- The update aims to address safety concerns and improve transparency.
In response to criticism over its stringent repair policy, Google has recently updated its guidelines for handling Pixel devices with unauthorized parts. The previous policy, which had been in effect since mid-2023, stated that Google would neither repair nor return devices containing non-Google-authorized parts. This caused a significant backlash when it came to light.
As of today, Google’s revised policy introduces more flexibility and clarity. It now reads:
“Unauthorized Parts: If you send a device containing non-Google-authorized parts for repair, in certain situations (e.g., safety), the service provider may not be able to repair your device. The service provider will return your device except when health or safety requirements prevent us from doing so. If the service provider can’t return your device, Google will work with you on the next steps.”
Previously, the policy explicitly prohibited the return of devices with unauthorized parts. The revised version, while still not fully transparent, indicates a willingness to either repair or return the device unless it poses safety risks. If a device cannot be safely returned, Google commits to collaborating with the owner to determine subsequent actions.
This change suggests that while Google might repair some devices with unauthorized parts, there remains a significant level of discretion. Owners of Pixel devices can expect either a repair, a return, or further consultation from Google if safety concerns arise, offering a somewhat improved outlook for those affected by unauthorized parts.
