Google Can Keep Your Phone If You Send It In For Repair With Non-OEM Parts [UPDATE: Changing Policy]

UPDATE 6/4/2024: Google has changed its repair policy in response to the controversial clause that was brought to light. Google says it will not keep phones sent in for repair and that it's changing the wording of its ToS agreement to reflect this. Here's a statement from a Google spokesperson: "If a customer sends their Pixel to Google for repair, we would not keep it regardless of whether it has non-OEM parts or not. In certain situations, we won't be able to complete a repair if there are safety concerns. In that case, we will either send it back to the customer or work with them to determine next steps. Customers are also free to seek the repair options that work best for them. We are updating our Terms and Conditions to clarify this." An anonymous reader quotes a report from Android Authority: Like many other phone makers, Google has a self-repair program for servicing your damaged or malfunctioning Pixel device. As its support site explains, there are options to get repair tools, manuals, and certified parts so you can fix up your Pixel like new. Owners can also choose to simply send their device in to have it repaired professionally. As replacement parts can be expensive, some DIYers choose to use parts from third-party suppliers. But if you go down this route, you may want to avoid sending your device to Google if there's a problem you don't have the skills to fix on your own. As YouTuber Louis Rossmann discovered, Google's service and repair terms and conditions contain a concerning stipulation. The document states that Google will keep your device if a non-OEM part is found. Apparently, this rule has been in effect since July 19, 2023, as marked on the page. Last week, iFixit said they are parting ways with Samsung because the company "does not seem interested in enabling repair at scale." A separate report from 404 Media found that Samsung requires independent repair shops to give them the name, contact information, phone identifier, and customer complaint details of everyone who gets their phone repaired at these shops. "Stunningly, it also requires these nominally independent shops to 'immediately disassemble' any phones that customers have brought them that have been previously repaired with aftermarket or third-party parts and to 'immediately notify' Samsung that the customer has used third-party parts," reports 404 Media.

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