We received a question from one of our readers earlier this week that made me cringe, cower in fear, and heavily debate posting the answer. He had just been to the Genius Bar and they had replaced his under-warranty iPhone for a hardware issue. He then asked us what the quality of said iPhone would be; is it new or refurbished, and will it be a problem in the future?

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.

Editor's Note: Some comments to this post suggest that TUAW is "giving advice to pedophiles" by reminding readers that sensitive information could be read or copied by service technicians when you bring your Mac in for repair. While one assumes (present example to the contrary) that people who keep illegal content, such as child pornography or evidence of other crimes, on their computers would already be alert to the possibility of discovery, in this case we are addressing the innocent Mac users who would prefer to keep their personal, legal information private rather than inadvertently sharing it with the Geniuses.

Another commenter objected to our publishing of the accused man's name; this information was revealed in the source article in the Stamford Advocate and we repeated it. The post has been edited to clarify the source of the name.

A Fairfield, Connecticut man took his Apple G5 desktop to the Genius Bar at the Stamford Town Center store complaining about some issues with his image file thumbnails. It seemed some thumbnails were overwriting thumbnails on other images and they didn't match up.

As reported in the Stamford Advocate, according to court documents, the Genius started examining the files, and allegedly found pictures of naked juvenile girls in suggestive poses.

The tech called a policeman who was stationed at the mall, and the customer Raymond Miller was promptly arrested and charged with possession of child pornography. If convicted, Miller faces a minimum of 5 years in jail.

Police also searched Miller's home, but found nothing illegal.

Remember, when you bring your Mac into a store for service the technicians will likely see whatever is on your machine in the course of repairing it.

The tech could have ignored the alleged porn, but that could likely make him an accessory under some state laws. Apple warns people to always have a good backup of their data when they bring something in for repair. It's also a good idea to remove anything you don't want anyone else to see -- financial data or home inventories, for example.

This incident is reminiscent of 2 cases in Florida where the Best Buy Geek Squad techs found illegal porn on computers brought in for repair. The employees reported the porn, and both men were arrested.

Then in an ironic turnabout, a three-month investigation by the Consumerist blog caught Geek Squad employees taking porn off a computer and sharing it with others. It was also alleged that some employees routinely stole music, pictures and other data from computers that were in for repair by copying the data off to personal thumb drives.

Via The Stamford Advocate and thanks to Doug for the tip.

Apple's service options for iPhones have improved since 2007. Back then, long-term repairs meant traveling to an Apple Store and paying the $29US fee for a loaner. Later that month, Apple released the Apple Care Protection Plan for iPhone. Among other things, this plan extends technical support to two years from the date of iPhone purchase, and extends hardware coverage to two years from the same time period.

This week, Apple announced that a specific repair, screen replacement, can be performed at Apple Store Genius Bars while the customer waits. The service is free if your phone is under warranty, otherwise it will cost you $199. Yikes. Of course, "Under Warranty" refers to the date purchased as well as other factors like liquid damage* or jailbreaking.

Here's hoping you won't need this service (hold on tight or buy a case), and if you do, you aren't 200 miles from the nearest Apple Store like yours truly.

Speaking of repairs, we've seen iPhones and iPod touches survive some serious knocks, like a run-in with a pickup truck.

*Note that Apple will let iPhone owners swap their liquid-damaged iPhones for replacements, provided that it succumbed to an out-of-warranty encounter with liquid.This post was about screen repair specifically.

We've all had an "oh poopie" moment involving liquids: Time slows down, you watch as the glass tips over, its contents cascading (beautifully, in another context perhaps) over the rim and onto the table. The rivulets of beverage roll in a miniscule tidal wave across the surface, over the edge, and drip to the floor. All in the span of a few seconds.

The worst part is when there's a computer between the cup and the table. That's when an oops becomes a crisis.

What's the best thing to do when there's a spill on your laptop? Keep calm and carry on:

1. Don't panic.

First, know that your data is safe. Hard drives -- while not hermetically sealed -- are tightly put together. If you act quickly, you can prevent the liquid from getting to your hard disk, and damaging your valuable data. (I'll save the bad news for later.)

2. Turn off the computer.

Even before you run to get a towel, turn the computer off. If you can't shut it down normally (the keyboard won't respond for example), try pressing the power button for several seconds to force the computer to shut down. Unplug the laptop, and disconnect any cables and USB devices.

3. With the lid open, turn the computer upside down.

This prevents the liquid from getting too far into the computer. While the computer is upside down, remove the battery and set it aside.

4. Wipe up the liquid.

All joking aside: use toilet paper. Ounce for ounce, it's the most absorbent material you're likely to have handy. It's also thin, so it can reach down into crevices in and around your keyboard to soak up the liquid. This is especially important for sugary drinks like colas and juice: Sugars are sticky, and if they dry, you'll have a bigger problem.

Next: If you're prepared, you can take your computer apart to clean up any liquid inside.

With the holidays approaching, I know more than one family will be getting a new Mac. Many first time buyers whom I've guided through the purchase of their first Mac ask me, "is AppleCare worth it?"

For your new Mac, absolutely; I speak from first-hand experience. Now, I'm a pretty capable guy. I can fix application problems, recover data, and reinstall operating systems like a champ. I've replaced power supplies, installed memory, and upgraded hard disks. I thought I didn't need AppleCare. That is, until I bought my iMac G5 a few years ago.

It was a great computer, but it had some manufacturing defects that reared their ugly heads well after the standard one year warranty expired. Turns out I needed a new logic board (or motherboard, for our PC friends). Outside of the one year warranty, that was a $900 proposition.

In its hardware repair instructions and videos, Apple frequently mentions the "black stick," a plastic tool that can be used to pry things apart without damaging our precious glossy exterior finishes (or the sensitive electronics inside). The problem I've found is that nobody seems to have these, instead opting to use credit cards, pens, screwdrivers, chisels, circular saws, or whatever else is handy to crack open the case.

My beautiful girlfriend Michelle is a chemist, and she brought home a giveaway nylon lab spatula (pictured) from a trade show. I found it perfect for use as a black stick. Best of all, it was free.

Other companies sell black tools online. PowerbookMedic offers black nylon "flat probe tool spudgers" for $2.90 apiece. These, they claim, are the same style as Apple uses in its repair videos and documentation.

Stanley also offers a nylon soldering tool that works just as well, and it's less than half the price at $1.30 each.

If anyone else knows of any other ESD-safe, non damaging pry tools (especially for cheap!), feel free to share in comments.

Most people are split on the decision to buy an extended warranty on their electronic devices. Some think it's the best "accessory" that you can buy for your gear, while others think it's a total waste of money. Speaking from my personal experience with AppleCare support -- it has been a worthwhile investment.

While I have never experienced a major problem with any of my Macs, iPod, or iPhone, AppleCare has definitely been there to solve those minor glitches. Case in point: this weekend my Mighty Mouse's scroll wheel stopped working (this is the 3rd Mighty Mouse in less than one year). I simply called Apple's support and told them what was going on. "My Mighty Mouse stopped scrolling," I said. The Apple representative gave me some simple troubleshooting tips to make sure that my computer wasn't doing anything strange. I was asked to check the scroll speed and then they asked me to reset the PRAM (I don't really understand that one, but OK). After that, the representative said that my mouse was, in fact, defective (no duh), took my address and said they would have a new one out to me in "5 to 7 business days."

That was on Saturday. On Monday I got a knock on the door from a DHL delivery guy with a box in his hand -- you guessed it, Apple overnighted me a wireless Mighty Mouse! The cost to overnight the package: $70. This is just one example of AppleCare's good service.

I had to replace the hard drive in my MacBook Pro a few months ago. If you've never done it, I can tell you that after over 20 screws, a little prying and pulling and then reassembling with your fingers crossed, there's probably a moment of stomach-turning worry when you hit the power button. But some people have a knack for making things look a little less gut wrenching.

MacBook Pro owner Max Million replaced his hard drive in about 40 minutes. Working from the excellent instructions at ifixit, he put a 320 gig drive into his laptop. And while he was at it, he put together a time-lapse video of the process that's under 3 minutes long but still manages to convey the tenacity required for the undertaking. So, here's to the brave souls who have no regard for the phrase "not user serviceable". Video after the jump...

If you buy an iPhone and don't have AT&T service, it looks like Apple will be treating your iPhone as an iPod--with no 2 year service guarantee or even, for that matter, a 90-day service plan. Jake Dugard cancelled his iPhone account receiving poor AT&T reception. When his phone stopped working properly shortly after, he was told that Apple would not service his phone. Repairs depend on an active agreement.

It makes sense to me that Apple offers a much longer service time for under-contract iPhones than it does for iPods, but it doesn't make any sense that a no-contract iPhone isn't covered at least under the iPod's one complimentary support incident within the first 90 days of product ownership.

Dugard and/or his friends apparently recorded his service calls but, as an update, has now removed them for the time being from public view. If you followed the earlier link and cannot find them, that is why.

Thanks to iPhoned Home

Update: Quoting the relevant text: "iPhone comes with one year of hardware repair service coverage and up to two years of technical support during the time your wireless agreement remains active with AT&T."

Update 2: Apple 1 Year Limited AT&T warranty here. Have at it. (Thanks to Kai Cherry)

Update 3: An anonymous iPhone Product Special writes in: "During the first 90 days of ownership, iPhone customers experience unlimited support. For all active AT&T account holders, iPhone customers continue to receive unlimited support for the duration of their iPhone's 2 year service agreement. If a customer discontinues their AT&T service before the 90 days of complimentary support, they are still provided with support, and then covered by the 1 year hardware warranty, during which, if they call for support, have a pay-per-incident charge." /p>

Our pals at Engadget have turned up what appears to be the first third-party iPhone battery replacement kit. It comes from Brando, a Hong Kong company that is reasonably well known in the mobile accessories aftermarket. The kit includes the instructions, a screwdriver, a case opener, and the battery. Unfortunately, replacing the iPhone battery looks to be a considerably bigger challenge than on an iPod, as the battery is soldered to the motherboard and the iPhone is rather tougher to crack. If you want to get a sense for how difficult this will be, check out the iPhone take-apart video we posted earlier. In short, even though I've done an iPod replacement, I wouldn't even begin to think about doing an iPhone myself. Needless to say, this will violate your warranty.

The Brando replacement iPhone battery kit is available for $20.

If you've got an iPhone, but for whatever reason - you're in the military or you've got some sort of weird phobia - you need to have the camera removed, you're in luck. For just a hundred bucks, iResQ will do the job for you. The fee covers 3-way shipping (a box to you, then iPhone to iResQ and back again) and the work.

So there you go! Now you can have an iPhone, despite your career or irrational fear.

[Via Infinite Loop]

Mark at Geek Technique received a 700mhz G3 iBook with video issues. The machine would boot, but produce no image on the display or when connected to an outside source. In fact, the issue he was experiencing has been documented by Apple, and a repair program was put in place. However, the program had expired by the time Mark received his 'book. What's he to do? Set that sucker on fire, that's what.

Mark found an article that describes how the video chip becomes detached from the logic board, and how it can be re-soldered back in place. Lacking the proper tools, he tried a tea light, which didn't reach the required temperature. Finally, he burned some alcohol and White Spirit on the board, rebooted the machine and it worked! The video chip had been re-attached, and the iBook was functioning perfectly.

Well done, Mark.

Since it's a lazy summer Sunday without a lot of ground-breaking news, this story about a Dublin man's "walk of shame" may give you a chuckle. Frustrated iMac owner Karl Hayden plans to show Apple up by demonstrating that it will take him less time to walk to the nearest Apple repair center -- about 156 miles away in Cork -- than for Apple to pick up the computer for a promised replacement.

After some failed repair attempts through AppleCare, Apple apparently promised on August 14 to replace the computer. Four days later, Apple hadn't shown up to retrieve the broken iMac before shipping out the new one. Four days doesn't sound like much of a delay to me, but I guess Mr. Hayden's fuse had been burning for a while. He plans to leave Monday morning and carry his iMac with him. Want to take bets on whether he makes it to Cork before the pickup?

The 'Repair Permissions' function of Disk Utility has been under quite a bit of speculation as of late. There are those in one camp, such as John Gruber of Daring Fireball, who believe repairing (restoring, resetting, etc.) permissions is not much more than voodoo, while others in the support end of the Mac OS X community swear by it as the first line of defense. So what's a confused Mac OS X user to do when trying to draw up a formidable troubleshooting game plan?

Heading over to Dan Frakes' Repairing permissions: what you need to know article at Macworld is a great first step at trying to cut through all the confusion. Dan dissects virtually every aspect of the permissions repair process, from explaining what exactly 'permissions' are, to a few specific situations when it's a good idea to add the operation to your troubleshooting tool-belt. It's an informative read that helps demystify this much-debated aspect of Mac OS X.