Google updates its Pixel repair policy to fix a bizarre clause

These are turbulent days in the smartphone repair segment. In a recent development, Google has updated its Pixel repair policy regarding devices with unauthorized parts. The previous version of the policy said that the company could keep your smartphone if they detected unofficial parts.

Negative news has recently emerged regarding device repairability. These have mainly affected Samsung, with the termination of its partnership with iFixit. Also with the shutdown of its ASP program on Best Buy service centers. Now, it is Google who is the protagonist, since it has been forced to clarify a thorny clause in its repair policies.

Pixel repair policy no longer suggests that Google could steal your phone

Recently, some noticed that Pixel devices’ repair policies indicated that the company would not return your phone if they found unauthorized parts. More specifically, it said this: “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.”

Interpreting the clause literally, you can conclude that the company reserves the right to steal your smartphone if it finds non-OEM parts. Of course, this created quite a stir among users of Pixel products. That said, a Google spokesperson contacted Android Authority to give a statement to calm the waters. The company spokesperson clarified that Google will not keep your smartphone in any way. He also stated that they would soon update the repair policy to make things clearer.

That update finally took place. Now, the repair policy section says that “If You send a Device containing non-Google-authorized parts for repair, in certain situations (e.g., safety), 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 Service Provider can’t return Your Device, Google will work with You on next steps.”

Google may (or may not) repair your phone if it detects non-OEM parts

So, instead of keeping your phone, Google reserves the right not to repair it. Even so, it leaves the possibility open to fix it and send it to you. Google adds that the only way it could retain your device is for health or safety requirements. However, in those specific cases, the company will contact you to try to find a solution.

The way in which the Pixel repair policy regarding unauthorized parts was written in the previous version is still striking. It would be interesting to know if there is any case where the company has ever made it effective to the letter. Hopefully, there is no one out there who has been left without their phone after sending it for repair to an official service center.

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