Think those warranty parts are new? Think again
Having spent time working behind the Genius Bar, as a technician at an Apple Authorized Service Provider, and now as the owner of my own repair shop in Denver... I know the history of the replacement parts and where they come from. If you have been involved with Apple repairs, you will probably know what I'm reluctant to tell you. If you are merely a consumer, prepare to be disappointed.
The vast majority of parts that Apple ships to repair centers are what they consider "re-manufactured." As a Genius, I was coached to explain that process when we were asked where the parts came from. Customers would always respond with, "Wait, so you're giving me a refurbished iPhone?"
I was told to say no, and to follow it by saying, "re-manufactured parts or products are different than refurbished. Someone may have used your device before you if it's a refurbished product... but in the re-manufacturing process, Apple uses known-good parts and builds new units out of them." So, they added a fake, nonsensical name to pretend that their parts or products weren't refurbished.
What does this mean? The iPhone that you just received looks new on the outside because it has new glass, a new case, new battery... but the rest of the device is fair game for refurbished parts. The logic board, audio assembly, LCD, pretty much anything else on the inside that isn't visible from the exterior could be from another person's iPhone. I'm not saying that every part is used, every time... they'll use new parts if that's what they have in stock. But if they have working used parts, they won't hesitate to put them in your replacement iPhone. There is usually one scenario that will allot for a new replacement: if you purchased your device less than 14 days ago. In that case, they have the ability to do a POS (Point of Sale) swap instead of a repair. Any swap outside of 14 days needs a very good explanation and a manager's approval.
This doesn't just apply to iPhones and iPods; it actually applies to any part they put into your Apple product. The logic board they put into your MacBook Pro: refurbished. The optical drive they put into your iMac: refurbished. The DC-In Board they put into your PowerBook G4: refurbished. There are many, many parts out there that Apple will happily replace for you, but beware -- it's probably not new. Re-manufactured is no different than refurbished.
If you look at it from the environmental aspect, I have to give Apple some respect for repairing broken parts instead of just tossing them in the dump. Still, that doesn't mean that I -- as a consumer -- want someone's "fixed" two-year-old logic board going into my computer. At this point, though, I don't have much of a choice.
Reader Comments (Page 1 of 6)
mcg said 2:06PM on 11-01-2009
Meh. When my computer needs service, I want it returned to a reliably functioning state. If they can do that with remanufactured parts, so be it.
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timbo said 3:47PM on 11-01-2009
You say that, but I've experienced the opposite. I learnt abut this practice 5 days ago. In the last two weeks I have been through 7 replacement iPhones. Each one has been faulty and failed. I am still in the process of getting a retail box ordered from China (due to my circumstances qualifying me), but Apple UK are stalling.
I wrote about it here: http://forums.macrumors.com/showthread.php?t=808791
Bobnease said 6:30PM on 11-01-2009
My feelings exactly!
Andrew Timson said 10:18PM on 11-01-2009
I want it returned to a reliably-functioning state too. I don't believe they can do that with used parts.
Dane said 11:33AM on 11-02-2009
i have had the same problem.... every replacement phone i get if faulty....
think i am ready to give up on the iphone!!
LD said 2:09PM on 11-01-2009
Is this even news? That's normal practice in all industries. Why should you get a new part as a replacement in your used equipment? You shouldn't generally speaking.
TUAW stories have been complete crap lately.
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FNG said 2:28PM on 11-01-2009
what you do expect? they are written by apple "Geniuses"
puhsitch said 2:59PM on 11-01-2009
You might be surprised then to see how many people don't know this (or accept it). Lots of customers coming through the Apple Store feel very comfortably entitled to "new" replacements due to their investment into AppleCare.
punkassjim said 2:30AM on 11-02-2009
Not only is it not news, but he's opening himself up to some serious legal liability. Apple's "genii" are required to sign documents which are legally binding, in which there is an agreement not to divulge such information. I mean, not to play hall monitor or anything, but it's starting to bother me that no one seems to honor their word anymore.
Josh Carr said 2:34AM on 11-02-2009
@Jim
Obviously I'm not a Genius anymore... I haven't been one for quite some time. My experience outside of Apple is my experience. I'm not saying anything here that the average consumer couldn't find out for themselves. As many commenters have pointed out - the warranty agreement even says that Apple has the option to use refurbished parts.
A blogger bringing that to the attention of the masses and throwing his opinions on top of that info isn't exactly grounds for legal recourse. ;)
LD said 12:15PM on 11-02-2009
@Jason Carr
And it still makes for an entirely lame article about a standard practice in most industries. Just because you were perhaps too ignorant or entitled to understand this doesn't make it blog-worthy.
Josh Carr said 12:22PM on 11-02-2009
@LD
I don't see anyone here named Jason. Anyone else?
If you don't think it's blog worthy, don't read it. Other people here were happy to learn of this. You're obviously ahead of the curve knowing that what they use are refurbished parts. Most average consumers wouldn't know that. Then again, most TUAW readers aren't necessarily average consumers.
As for being entitled... I use the parts every day. I fix my personal machines with them. I don't think a desire for good working parts (used or new) makes me entitled. However, you seem to think that you're entitled to criticize me. It's okay, I can take it. ;)
LD said 12:34PM on 11-02-2009
Whew, boy, you got me! I don't know your name!
It's a ridiculous post and the entire logic of it is based on entitlement. You have a used product, a part fails, you should be compensated with an equivalent part while under service contract. Since it's a used product that means a used part. That's how it works in every industry.
Your little rant of a blog post was self-serving and provided little value to TUAW. You are approaching Steve Sande quality.
Josh Carr said 12:42PM on 11-02-2009
I would love to be Steve Sande. He's a great guy, really nice in person. People are bound to disagree with his viewpoints... as well as mine.
We're all "entitled" to express our opinions as well as report news. That's why TUAW exists. We could just regurgitate all the news you'll find elsewhere but we'd prefer to give our readers something of value -- not everyone will find value in it, but even some other commenters on this article were unaware of the used part policy.
If you don't find value in my articles... read Mike's or Victor's or any of the other bloggers. Badgering us isn't going to change our viewpoints. Constructive criticism will definitely help. We're here to do what's best for the TUAW crowd as a whole. Not just Josh Carr or LD.
Thanks for your input. I'll keep it in mind with my next opinion piece. I'll try to appear less entitled ;)
snugs said 2:10PM on 11-01-2009
"that doesn't mean that I -- as a consumer -- want someone's "fixed" two-year-old logic board"
As long as it works, I'm ok with it. The present consumer mindset is the reason our planet's getting trashed. I'm not proseletyzing, as I'm guilty of it too, I'm just saying…
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aph3x said 2:13PM on 11-01-2009
I think I'd have a bigger issue if I knew that Apple (or any manufacturer) was throwing defective parts in the trash rather than finding a use for it.
I'm with others here - as long as it works. The only thing that would bother me is if its replaced with something that LOOKS worse than what you had before. For instance, if they replace your lid it should look as good or better than before, not dented, scratched or messed up
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Michael H. said 2:13PM on 11-01-2009
Of course, every company does this. Especially with older products that still are covered under warranty. Anyone who things otherwise is just lying to themselves.
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jimmy said 2:27PM on 11-01-2009
slow sunday, Mr. Carr? It's common practice in the computer (and auto, and home electronics, and appliance, and just about every other) industry to do repairs with re-furb or re-manufactured parts.
As a former tech myself, I think it's even better. New parts come off the line and go into a product. Re-manufactures come off the line, go through a series of reliability and operational tests, then go into a product. They are actually MORE reliable than new parts!
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Josh Carr said 2:27PM on 11-01-2009
Really? More reliable? I'd love to see data to back that claim up ;)
I get 1 or 2 DOA replacement parts a week. Granted, that's out of a total of 30+. But that's right of the box, not working.
If I were to keep tabs of how many replacement parts failed within the first 6 months, I'd imagine that I would see somewhere around 40% or more.
Think back to the days of the iMac G5 (I still use one daily). The power supplies and the logic boards were in need of constant replacement. Capacitors would always blow and the part would need replaced. Even now, I find myself doing repeat repairs on these power supplies all too often.
Yes, it's good for the environment to recycle parts and make them work -- if they work properly. I just find it silly to say that these parts are better than new. I'd have to disagree strongly.
Brian said 2:42PM on 11-01-2009
@josh
"If I were to keep tabs of how many replacement parts failed within the first 6 months, I'd imagine that I would see somewhere around 40% or more. "
so how's your business going? haha