In a new support document sent to retail stores and Authorized Service Providers — and obtained by 9to5Mac — Apple has outlined an updated repair process for cases where users are experiencing issues with Face ID on the iPhone X.
The document explains that employees should first run a diagnostics test to see if the customer’s Face ID issues could be resolved with a rear camera repair. If that doesn’t turn out to be the case, the employee should simply perform a whole unit replacement, giving the customer a new phone.
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