Apple has updated its service policy as it relates to a limited number of iPhone X units that may have issues with the Face ID feature.
MacRumors obtained an internal Apple document that instructs Apple Stores and Apple Authorized Service Providers that they are now authorized to simply replace the entire iPhone X device instead of performing a display repair on affected devices.
The document in full reads:
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.
Apple hasn’t commented on the matter, or publicly announced any official repair program over the issue.
If you’re having issues with the Face ID feature on your iPhone X device, you can book an appointment with your Apple Store or an Apple Authorized Service Provider on the Contact Apple Support page by going to: “iPhone” -> “Repairs & Physical Damage” -> “The Topic is Not Listed” -> “Bring In For Repair.”
