Last September, Apple has unveiled the iPhone X, which had come with a revolutionary design and a new secured Face ID authentication. Apple has claimed that this new Face ID should replace the conventional Touch ID that was introduced with the iPhone 5s. Despite the advanced tech involved, there were reports stating the issues users facing with this new authentication. It appears that Apple has finally acknowledged the issue; a new report suggests that the company has sent a support document to retail stores and authorised service providers, which stated the process of dealing with the consumers who are experiencing issues with the Face ID.
This new support document from Apple to the service centres has been acquired by the folks at 9to5mac, which explains that the employees should first run a diagnosis to check whether the customer’s Face ID issues could be resolved with a rear camera repair. Further, if it fails in this test, the employee has to eventually replace the whole unit with a new device for the consumer.
Earlier after the launch of the iPhone X, a Reddit user who has brought the phone has experienced this issue. He has stated in his Reddit post explaining the problem, apparently, his iPhone X’s both the rear camera and Face ID had stopped working properly. And also, the user experienced few specific problems that include “Pano, slow-mo, and time-lapse work for the rear camera but everything else does not. The front-facing camera works perfectly. But when I try to setup Face ID it says, “Face ID is not available try again later,” user posted on his Reddit account.
In due course, the user had got his unit replaced with the new device by an Apple Store. While in the process of replacement, the employee has explained the issue and stated that the Face ID’s True Depth camera and the telephoto camera lens at the rear are connected: “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,” the Reddit user explained.
Henceforth, Apple appears to be addressing the problem with issuing the support document to the employees at the service centres, which ultimately explains the formal process of running diagnosis of the rear cameras and attempting repairs, before replacing with the new product. Apple claims this support document is issued “in order to provide best customer experience.”
Disclaimer: The above report is completely based on online rumours and leaks from the respective sources.