Highlights

• Google’s new policy allows for return of devices with unapproved parts.
• Revised policy focuses on safety concerns for refusing repairs.
• Previous strict policy faced backlash; new approach is more consumer-friendly.
• Google now emphasizes working with users for device repair solutions.

Google is in trouble for a policy that many find to be a bit too extreme with its maintenance policy over Pixel smartphones. 

The original policy mentioned that if a Pixel device was turned in for repair, with parts that are illegal from Google, then Google wouldn’t repair or even release the item to the owner. Yikes!

The attitude was in place since mid-2023, and Google was quick to be called out for being too strict.

Credit to them, though, they accepted the concern and said they would revise the policy, which they have now done

Google Policy Change

Google’s policy for repair of Pixels with unapproved parts has been officially updated as of this morning. 

The new policy is a bit more lenient, with a new passage that reads “If You send a Device containing non-Google-authorized parts for repair, in certain situations (e.g., safety), Service Provider may be unable to repair Your Device\” 

This service provider will return Your Device unless health or safety regulations prevent us from doing so.

If the service provider is unable to return your device, Google will work with you to determine the next steps.”

So, basically, Google is no longer explicitly saying it won’t repair or return devices with unapproved parts inside.

It’s just given itself some wiggle room in the case of safety concerns, which is understandable.

If fixing the equipment is judged as dangerous due to said unauthorized parts inside, they reserve the right not to proceed.

Google Repair Policy Being Relaxed

The key difference being that they will attempt to return your item if it can’t be fixed, rather than just holding on to it.

If returning it is too dangerous-say if there’s a bloated battery-Google says they would  “work with you on next steps” rather than holding your device hostage.

That’s a softer stance from the previous language, which said bluntly: “You will not send in a device containing non-Google-authorized parts; if you do, your device will not be returned to you.”

In any case, this goes to show you the change in tone at Google.

While the new policy still leaves a few things to be answered regarding what would happen in some instances, it does lay down clearer expectations.

If returning the device is not possible, you may receive the repaired device, an unrepaired device, or any other resolution.

However, Google will no longer take your property just because it contains unapproved parts.

Overall, this is just making the policy clearer and should be a benefit to those who believe consumers have the right to repair. 

Google understands that device owners are inclined to use third-party components, and they are determined to work with consumers instead of simply dishing out the penalties.

It’s a good step for those who believe in right-to-repair.

FAQs

What was Google’s original repair policy for Pixel devices?

Google’s original policy stated that Pixel devices with unauthorized parts would not be repaired or returned to their owners.

What changes have been made to Google’s repair policy?

The updated policy now states that devices with unauthorized parts will be returned unless health or safety concerns prevent it, in which case Google will work with the user to determine next steps.

Why did Google change its repair policy?

The policy was revised after receiving backlash for being too strict and not consumer-friendly, particularly concerning the right to repair movement.

How does the new policy handle safety concerns?

If a device is deemed unsafe to repair due to unauthorized parts, Google may not repair it but will attempt to return it to the owner or work on alternative solutions.

What is Google’s stance on third-party components in Pixel devices now?

Google’s revised policy is more lenient, acknowledging the use of third-party components and aiming to work with consumers rather than penalize them.

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