No Surprise As Google Backtracks On Its Controversial Repair Policy
Not too long ago, we reported on how a YouTuber found a certain line in Google’s T&Cs for its repair service that basically gave the company the opportunity to take your phone in for repair and never give it back to you, in the event that they found any non-OEM parts in it. If you’ve ever had to repair a phone on your own, you know that OEM parts cost a lot, and many times, aftermarket options work perfectly.
Well, that policy has finally been amended, which shouldn’t be a surprise to anyone considering the public outcry:
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 Service & Repair Program Terms & Conditions
Now, Google essentially says it “may not” be able to repair a device with non-authorized parts under certain conditions. They will now only confiscate your smartphone in the event that there are health or safety requirements that prevent them from doing so, and they say that in those instances, they will work with you on how to proceed. Whether that means a potential refund or compensation is anyone’s guess.
Either way, this is better than before, where the wording suggested that Google would certainly seize a smartphone with aftermarket parts. Now, you could actually end up having it repaired, and if not, Google will simply send it back to you in a few specific instances.
Samsung Hasn’t Been As Fast In Fixing Its Own Aggressive Repair Policy
Somewhat earlier, it was found that Samsung’s repair policy contained a similar clause targeting the discovery of aftermarket parts in smartphones taken in for repair. Third-party repair shops were made to sign an agreement with Samsung, part of which stated that a smartphone brought in for repair and found to have non-OEM parts was to be “disassembled”.
Somehow, that’s even more aggressive than what Google had written into its policy, but it seems like Samsung isn’t in any rush to defend itself in the public space, as there isn’t any notable change to its contracts with these third-party shops. The whole saga simply has me wondering what motivates these companies to be so anti-consumer at times.
Samsung isn’t having a great time in the repair-sphere, especially as Best Buy has cut off its Samsung repair program.
