Key Points:
- Google will now return Pixel devices with unauthorized parts unless safety issues prevent it.
- Repairs on such devices are not guaranteed; decisions are based on specific circumstances.
- If a device cannot be returned due to safety, Google will collaborate with the owner on further steps.
Following recent criticism, Google has revised its policy regarding Pixel devices submitted for repair with unauthorized parts. Initially, Google’s policy was unequivocal: devices with non-Google-authorized components would neither be repaired nor returned to their owners. This stringent rule, effective since mid-2023, drew significant backlash.
As of today, Google’s updated policy provides a more nuanced approach. It now states that if a device contains unauthorized parts, the repair service might still proceed, depending on the situation, particularly safety concerns. If the device cannot be repaired due to these issues, it will be returned to the owner, except when health or safety regulations prevent this. In cases where the device is deemed too unsafe to be sent back, Google promises to work with the owner to determine the next steps.
Previously, the policy strictly prohibited the return of any device with unauthorized parts. The recent change, noted by Android Authority, adds some flexibility but leaves certain aspects ambiguous. Google may repair devices with unauthorized parts, return them without repair, or, in extreme cases, engage with the owner to find a resolution if the device cannot be safely returned.
This revised policy offers a somewhat clearer picture of the process for devices with unauthorized parts, though it remains open-ended. Owners might receive their devices fixed, unfixed, or require further assistance from Google if safety issues prevent the device’s return.
