Google's Response to Pixel Repair Policy Backlash: What You Need to Know

Yesterday, we discussed Google's Pixel repair policy in the US, which states that if a user sends a Pixel device with third-party parts to Google for repair, Google will confiscate the phone and not return it to the user.

For example, if a user or an unauthorized repair shop replaces the Pixel's battery with a third-party battery, the device cannot be sent to Google for repair, regardless of whether the issue is related to the battery or not.

This policy is outlined in their service agreement, but it’s likely that most users wouldn’t read these details carefully. Landian.News also speculated that Google might not actually enforce this policy.

Today, Google responded to the issue, confirming that if a customer sends a Pixel device to Google for repair, Google will not retain the device, regardless of whether it contains non-OEM parts. However, in some cases where there are safety concerns, Google might be unable to complete the repair. In such cases, Google will contact the customer to return the device or negotiate the next steps. Customers are also free to seek repair services that best suit their needs. Google is updating its terms and agreements to clarify this point.

In yesterday's article, many readers speculated that Google's policy might be aimed at preventing fraudsters from replacing parts and then seeking repairs from Google to swap them for genuine parts, potentially causing Google financial losses. Apple has experienced similar issues.

There have been numerous incidents where fraud rings purchased iPhones, swapped out parts, and then sought repairs from Apple. Often, Apple would replace the device under warranty, allowing the fraudsters to obtain a new iPhone and keep the original parts. This led Apple to tighten its repair policies to prevent exploitation by such fraud rings.

However, Google's policy clearly conflicts with the right to repair movement, as a phone consists of multiple components, and replacing one part shouldn't automatically void the entire warranty and repair rights. Therefore, Google is now planning to remove this clause, but it’s likely that Google will add other provisions to prevent fraudsters from exploiting their repair policies.