Apple has made some recent changes to its service repair policy regarding the issue with the iPhone X’s Face ID.
Recently, Apple has sent out a new support document to its retail stores and Authorized Service Providers with an updated outline process on how to resolve the issue with the iPhone X’s Face ID.
The problem seems to be when the rear camera fails, Face ID also seems to fail. Apple sent out the document to advise employees at the Apple Store and Apple Authorized Service Providers to first run a diagnostics test to see if the customer’s Face ID issues can be resolved by repairing the rear camera, if the rear camera is not the problem, the next step is to perform a whole unit replacement instead of a same-unit display repair.
Apple stated in the document that the replacement process is “in order to provide the best customer experience.” Customers that are affected by this issue can book an appointment with their local Apple Store, an Apple Authorized Service Provider, or by contacting Apple by phone or email.