Apple Stores and authorized service providers have reportedly received new guidelines when it comes to dealing with the iPhone X Face ID issue. According to an internal document obtained by MacRumors, the service providers will now be able to replace the iPhone X units with a new one, given the damaged ones are crippled with the Face ID issue.
Based on the new directions from Apple, the service providers will first need to perform diagnostics on the iPhone X rear camera in an attempt to repair the system and resolve the issue. But, if the issue persists, as a last resort they are authorized to replace it with a new unit.
According to a Reddit user, there could be some connection between the functioning of the iPhone X’s camera and front TrueDepth system, but what is it, is not clear. “I was talking to the Genius Bar guy and he said that the cameras are connected. The lenses differ on what they do. The wide angle did the ones that worked and is connected to the front facing camera. The telephoto is connected to the true depth and was not working,” a Reddit user said.
The new guidelines to check the iPhone X Face ID issue also applies to the Genius Bar inside the Apple Stores. According to Apple, the diagnostics would ensure “the best customer experience.”
It’s a good thing that Apple is replacing the whole iPhone X unit marred with the Face ID issue. But, the annoying part is replacing the hardware because of the software issue. It implies that Apple does not have any patch for rectifying this error even with its next iOS update.
There is no word if Apple would charge the users to resolve the issue if a unit is out of the warranty period. Though MacRumors says it “seems likely given the circumstances,” nothing can be said with certainty.
Customers facing the iPhone X Face ID issue can arrange an appointment with an Apple Authorized Service Provider via the Contact Apple Support page. To get an appointment go to iPhone > Repairs & Physical Damage > Unable to Hear Through Receiver or Speakers > Built-in Speaker > Bring In For Repair. Since there is no official release of any document from Apple, it’s unclear whether the Cupertino, California-based company will issue an official statement.
The latest guideline would surely boost the confidence of buyers in Apple’s flagship. Apple always had high hopes for the iPhone X even when the analysts were on the verge of dismissing the mega-sized phone for raking in a lower than expected sales number. Now it seems that the tide is turning as the most expensive phone was the world’s best-selling smartphone in the first-quarter of 2018, according to Strategy Analytics.
“We estimate the Apple iPhone X shipped 16.0 million units and captured 5% market share worldwide in Q1 2018,” said Senior Analyst at Strategy Analytics, Juha Winter.
More encouraging is the fact that the flagship was able to achieve that kind of number despite having a high price tag. The trend would more likely continue in the second-quarter as well. Winter noted that the iPhone X is the world’s most popular smartphone due to its sophisticated camera, extensive apps and widespread retail presence.
Following the iPhone X were the iPhone 8 and 8 Plus at the second and third place respectively. Unexpectedly, the iPhone 7 was in the fourth spot followed by Xiaomi Redmi 5A and the recently launched Galaxy S9. Strategy Analytics’ claim complements Apple’s statement made while announcing the latest financial results. At the time, the company said that the iPhone X was selling better than many analysts had forecast.
Apple has silenced many critics as its flagship phone garners sparkling sales numbers. Lately, many analysts have expressed concern over the fate of the iPhone X, including the trusted analyst Ming Chi Kuo of KGI Securities. Kuo recently claimed that Apple is looking to kill the iPhone X. Another analyst Neil Campling at Mirabaud Securities noted that the supplier TMSC had revised its full-year revenue target, suggesting the iPhone X would be shuttered soon. Previously, there have also been reports of Apple slashing the production of the iPhone X.
On the other hand, the recent success does not mean that the iPhone X will have a free run. It has been only a few weeks since the release of Samsung’s latest smartphones, the Galaxy S9 and S9+, and both have been off to a good start.