Key Points:
- Google will now return Pixel devices with unauthorized parts after repair attempts.
- Previously, Google’s policy stated that such devices would not be returned.
- The revised policy aims to address customer concerns and improve repairability.
Google has revised its repair policy for Pixel devices, addressing a significant concern for many users. Previously, if a Pixel device was sent in for repair and found to contain unauthorized parts, Google’s policy was to not return the device to its owner. This policy was recently highlighted by Louis Rossman, a right-to-repair advocate, and sparked considerable backlash.
The controversy arose in the wake of similar issues faced by Samsung, where devices with aftermarket parts were being destroyed rather than returned to customers. Google’s stance, initially similar, has now been revised to better align with customer expectations and repair rights.
In a statement to Android Authority, Google confirmed that while they will not complete repairs on devices with non-OEM parts if safety concerns are present, they will return these devices to their owners. This marks a significant shift from their previous policy and demonstrates a commitment to accommodating user needs. Google’s updated Terms and Conditions will reflect this change soon.
Google’s recent comments on the “Made by Google” podcast indicate a broader commitment to making future Pixel devices more repair-friendly, aiming for designs that do not require special tools. Additionally, Google has partnered with iFixit to support DIY repairs, committed to providing parts for at least seven years for the Pixel 8 and Pixel 8 Pro, and introduced “Repair Mode” to protect user data during repairs.
This move represents Google’s ongoing effort to balance repairability and user convenience, enhancing the overall customer experience.
