Update (June 5, 4:57 a.m. ET): Google addressed the controversial clause in its terms of service and repair that allowed it to carry devices with non-OEM parts.
What you need to know
- It appears that Google’s repair policy allows it to keep Pixel devices that contain unauthorized parts.
- Similar practices by Samsung suggest a potential industry trend that limits independent repair options.
- Google’s policy also rejects accessories shipped with Pixels for repair.
A recent leak by a YouTuber highlights Google’s secret repair policy that aims to confiscate your Pixel if it has parts the company didn’t approve.
A recent revelation by YouTuber Louis Rossmann, reported by Android Authority, revealed a potential point of contention within Google’s service policy. The policy, in effect since July 19 last year, gives Google the right to keep Pixel devices sent for repair if unauthorized components are discovered. This raises questions about consumer choice and repairability within the technology industry.
The specific clause, as found on Google’s website, states: “You will not ship a Device that contains parts not authorized by Google – if you do, your Device will not be returned to you.”
A key warning within Google’s repair policy concerns the use of unauthorized components. Individuals who choose to use aftermarket parts for Pixel repairs should be aware that Google reserves the right to retain the device if it is sent in for aftermarket repairs containing such parts.
This policy creates a conflict between your right to fix your stuff and Google’s desire to keep things under their control.
The latest revelation of Google’s anti-consumer repair policy echoes a similar controversy that surfaced about two weeks ago. Leaked Samsung service contracts revealed a protocol that forces repair technicians to immediately disassemble and report devices containing non-OEM parts.
This recurring trend suggests a potential industry-wide practice, raising concerns about consumer choice and limitations on independent repair options within the mobile technology sector.
But that’s not all. The document allegedly spilled the tea on a practice that could be a privacy nightmare. Apparently, Samsung wanted repair shops to hand over a ton of customer data in exchange for genuine parts. We’re talking names, phone numbers, IMEI details and all the juicy details of why the phone needed fixing in the first place.
Google’s repair policy extends beyond component review. Any accessories, like your favorite Pixel 8 cases, that adorn your Pixel during its repair journey will likely be moved to the lost and found bin, assuming your phone even passes the ” authorized parts”.
This casts some shadow over Google’s repair practices. The company wasn’t exactly known for sunshine and rainbows before when it came to fixing Pixels, and now this policy adds another layer of frustration.
Update
After concerns were raised about its anti-consumer repair policy, Google revised its service policy. The company says it won’t hold phones for repair due to non-OEM parts.
“If a customer sends their Pixel to Google for repair, we won’t hold it regardless of whether the phone has non-OEM parts or not,” a Google spokesperson told Android Central. “In certain situations, we will not be able to complete a repair such as if there are security concerns. In this case, we will either return the phone to the customer or work with them to determine the next steps Customers are also free to search for the repair options that work best for them.
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