Apple has updated its service policy for iPhone units exhibiting Face ID issues to allow for a whole unit replacement in certain cases, reports MacRumors.
If a customer's device is experiencing problems with Face ID, technicians are advised to perform a rear camera repair. If that doesn't work, a whole unit replacement is advised instead of a same-unit display repair.
Apple's internal document says:
In order to provide the best customer experience, if a customer reports that their iPhone X is having Face ID issues, you may be able to resolve the issue with a rear camera repair. Run AST 2 on the customer’s device to check the camera. If the diagnostics find issue with the camera, perform the repair to see if the issue is resolved. If the issue is not resolved, perform a whole unit replacement instead of a same-unit display repair.
If you're experiencing Face ID issues, you can book an appointment at an Apple Store or Authorized Service Provider or contact Apple Support.
Read More
If a customer's device is experiencing problems with Face ID, technicians are advised to perform a rear camera repair. If that doesn't work, a whole unit replacement is advised instead of a same-unit display repair.
Apple's internal document says:
In order to provide the best customer experience, if a customer reports that their iPhone X is having Face ID issues, you may be able to resolve the issue with a rear camera repair. Run AST 2 on the customer’s device to check the camera. If the diagnostics find issue with the camera, perform the repair to see if the issue is resolved. If the issue is not resolved, perform a whole unit replacement instead of a same-unit display repair.
If you're experiencing Face ID issues, you can book an appointment at an Apple Store or Authorized Service Provider or contact Apple Support.
Read More