The earlier repair policy for Pixel devices indicated that devices with non-authorized parts should not be sent to Google for repair. If someone ignored this policy, they risked not getting their device back. This policy had been effective since mid-2023.
Unauthorized Parts Clause
The previous policy explicitly stated:
Unauthorized Parts: You will not send in a Device containing non-Google-authorized parts – if You do, Your Device will not be returned to you.
This policy recently gained attention thanks to right-to-repair advocate Louis Rossman. In response, Google informed Android Authority that they would be updating the policy.
Google's Response and Policy Update
Google has now revised its repair policy. The new policy states that if Google decides not to return a device with unauthorized parts due to health and safety concerns, they will at least contact the user and work towards a solution.
The updated clause 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. 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.
Implications of the Updated Policy
The revised policy now leaves room for the service provider to decide whether to repair the device. This means Google could potentially repair and return devices if they consider the unauthorized parts safe. If the device is deemed unsafe, they will collaborate with the user on the next steps.
As illustrated, the new policy remains somewhat open-ended. It may still take some time for Google to coordinate with users to return devices without compromising health and safety. Your device will either be returned fixed, as is, or through further steps worked out with Google.
