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Apple to replace some iPhone X units with Face ID problems


Apple has responded to reported problems with Face ID in some iPhone X units by updating its service policy to allow Apple Stores and Apple Authorized Service Providers to replace entire devices, rather than just the display, MacRumors reports.

An internal document seen by MacRumors directs service personnel to run diagnostics on the rear camera.

“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,” the document reads. “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 has not issued a public comment, or launched an official repair or recall program. The number of affected units is unknown at this time.

In a recent Teardown report, ABI Research suggested that Apple may integrate an in-display fingerprint sensor in future iPhones. The three new iPhone models scheduled for 2018 release will all feature Face ID, according to reports.

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