Google updated its controversial repair policy; will now “work with you” instead of keeping your device

The previous repair policy for Pixel devices stated that Pixel devices with unauthorized parts should not be sent to Google for repair. If someone does so, he/she won’t get the device back. So ignoring the repair policy could be a big mistake for users. The policy had been there since mid-2023.

The previous repair policy mentioned:

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.

Recently, this repair policy (which states that Google may not return a device with non-Google authorized parts) has come to light thanks to right-to-repair activist Louis Rossman. Google responded in a statement to Android Authority that they will update the repair policy.

Now Google has updated its repair policy stating that if Google decides not to return the device (with unauthorized parts) due to health and safety reasons, it will at least contact the user and take steps to resolve the matter.

The updated policy for unauthorized parts 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.

The updated repair policy states that the service provider may or may not repair the device. This means that Google may in deed repair a device and return it (a shift from the previous policy) if they consider the use of the unauthorized part safe. If the device is considered unsafe to repair or use, they “will work with You on next steps.”

As you can see, the updated policy is kept open-ended and it can still take some time for Google to work with you to be able to return the device without risking your health and safety. You will either get it back fixed, or just as it was, or work with Google on the next steps.