According to a new support document sent by Apple to retail stores and Authorized Service Providers, the company has mentioned an updated fix process for cases where an iPhone X Face ID has issues, 9to5Mac reports.
This new service document from Apple into the service centers has been obtained from the people at 9to5mac, which clarifies that the workers should run a identification to assess whether the client's Face ID issues may be solved with a back camera restoration. When they try to tap the button, they find they can't convert the call to a speaker call, forcing them to use the earpiece. This prevents customers from being heard on phone calls and face time video chats. So, the company is said to provide a warranty exception through Apple Authorised Service Providers for the affected units that are no longer covered under warranty. The problem could only be resolved permanently by sending the iPhone to authorised service centres.
As per the internal document, if a person approaches an Apple Store or Apple Authorized Service Provider with a Face ID issue on their iPhone X, the shop must first try to resolve the problem by initiating a rear camera fix. If the fix doesn't work, then a full-device replacement is advised.
Even though Apple addressed the problem internally, there's no public acknowledgment to the issue that has lurked around for months.
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Apple isn't explaining what the specific fault is, but it looks to have been triggered by the upgrade to iOS 11.3. Few iPhones that had their display repaired from third-parties and running on iOS 11.3 faced an issue where the touch functionality stopped working.
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 fix.
One can also contact Apple through email or Phone. It implies that Apple does not have any patch for rectifying this error even with its next iOS update. Users reported that their iPhone's battery is draining rapidly, not charging properly and also there were reports of excessive heat build up. After discreetly addressing the microphone problem in iPhone 7 and iPhone 7 Plus, Apple is now doing the same for another serious problem in the iPhone X, which was labeled the world's best-selling smartphone in Q1 2018.