Ask the Repair Bench: 8 Questions We Get Every Day

Short answers from the people who test and repair every device we sell: battery health matters more than cosmetic grade, a good refurbished phone is as reliable as new, and our bench pick for most people is the iPhone 13 or Galaxy S24.

1. Is a refurbished phone as reliable as a new one?

A properly refurbished one, yes. Phones have very few moving parts. What fails is the battery, the screen, the port and the buttons, and those are exactly what we test and replace. A phone that passes our checks and comes with a 1-year warranty is a safe buy.

A random used phone from a marketplace is a different story. Nobody tested it.

2. What should I care about more: grade or battery?

Battery. Grade is looks only: every grade works like new. A Good-grade phone with a healthy battery beats an Excellent-grade phone with a tired one. Our phones with low battery health get a new battery before they're sold, and Premium grade always comes with a brand-new one.

Grades explained in new vs used vs refurbished.

3. Are aftermarket screens bad?

Not all of them, but quality varies a lot. Cheap screens can be dimmer, less colour accurate, and use more battery. On iPhone XS and newer, any non-Apple screen shows an "unknown part" notice. That's a label, not a fault.

4. How long should a phone last?

Four to six years is realistic now, with one battery replacement along the way. Software support is the real deadline. Samsung and Google flagships now get 7 years. More in our news piece on updates.

5. What's the #1 thing that kills phones?

Drops, then water. A $20 case and a screen protector prevent most of what crosses our bench. Second place: cheap, uncertified chargers and cables. See fast charging explained.

6. Should I fix my phone or replace it?

Fix it if it still gets software updates and the repair is under about a third of what a refurbished replacement costs. Replace it if it's out of updates, or if it needs two repairs at once (say, screen and battery).

7. How do you check a phone isn't stolen?

We check the IMEI and serial number. Blacklisted, stolen or account-locked devices get rejected. If you're buying used anywhere, make sure the seller does the same and the phone isn't locked to someone's Apple or Google account.

8. What does the warranty actually cover?

Defects and failures from normal use for a full year: battery, screen, buttons, cameras, charging, signal. Drops and water damage aren't covered, same as with a new phone. Plus you get 30 days to return it for any reason.

Got a question for the bench?

Send it through our contact page or ask in store. We'll answer the best ones in the next round.