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Apple Updates Repair Policy for iPhone X Units With Face ID Issues

so I guess now is not the time to buy an iPhone X. I was thinking about upgrading to it from a 7plus but I think it might be better to wait until the next version comes out.
 
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Ejkjr said:
so I guess now is not the time to buy an iPhone X. I was thinking about upgrading to it from a 7plus but I think it might be better to wait until the next version comes out.
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Same here I was about to take decision in that direction but this news has made me to hold my decision
 
I have this problem with my iphone 7+ failing to recognize my finger and when i redo the setup it wont recognize my finger and apple replace my unit so maybe a software issue?
 
Glideslope said:
Farse ID issues? Now there is a surprise. Don’t you people just love being $1,000+ Beta Testers? So typical.
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I've had my X since launch day. Not only has my FaceID never had issues, it's become quite resilient to things I would consider challenging. It's unlocked my phone while: yawning, brushing my teeth, with my polarized Maui Jim sunglasses on, with any of my glasses in fact. That coupled with the integration into keychain/pws/etc means auto-loading credentials for all sorts of sites/apps/etc is as natural as continuing to look at the phone while you do stuff.

It's fast, works exceptionally well, and I don't miss TouchID even a little.
 
eoblaed said:
I've had my X since launch day. Not only has my FaceID never had issues, it's become quite resilient to things I would consider challenging. It's unlocked my phone while: yawning, brushing my teeth, with my polarized Maui Jim sunglasses on, with any of my glasses in fact. That coupled with the integration into keychain/pws/etc means auto-loading credentials for all sorts of sites/apps/etc is as natural as continuing to look at the phone while you do stuff.

It's fast, works exceptionally well, and I don't miss TouchID even a little.
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That’s nice. Thank you for being a Beta Tester. Face ID .v2 on the way for everyone else. :apple:
 
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Glideslope said:
That’s nice. Thank you for being a Beta Tester. Face ID .v2 on the way for everyone else. :apple:
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This thing doesn’t behave like a beta. It behaves like a mature product.

And I’ll be enjoying v2 as well. Not sure anyone would think otherwise. :confused:
 
Joe Rossignol said:
Well, I'm only going off what Apple wrote in its document.

Also, an Apple Authorized Service Provider told me Face ID issues did require a display repair. I asked.
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I know, their language is just slightly misleading. I wasn’t saying your source was wrong by any means.

Not trying to pull a fast one... I work at Apple, and display replacements do nothing for FaceID unless the display is physically damaged. Unless this was the issue, the technician you spoke to is incorrect.
 
dmx said:
I’ve had FaceID problems since launch.

It works fine for a few weeks, then stops working / identifying me all together. It just rejects and prompts me for my passcode almost instantly.

Resetting/retraining Face ID doesn’t fix it, but a full reset/restore does. I’ve stopped using it altogether due to the hassle.

(Anyone else had this same issue?)

I guess I will make a appointment and see what’s happens.
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Update: walked into the Genius Bar in NYC at 11:15 PM while in town for work. Had no appointment, but they got me an appointment in about 20 minutes.

Genius replicated the issue with FaceID and another issue with proximity sensor malfunctioning and shutting off the display, but we were unable to replicate the video viewfinder bug.

Genius ran hardware checks and all came back clean. Then reset the phone, which “fixed” the FaceID and proximity sensor issues, and he informed me they couldn’t replace it since a reset fixed the issue.

I respectifully requested a manager, who was receptive to my concerns. She had the genius run a few more tests, and then the FaceID issue began to recur again which she witnessed. Even though all the hardware tests came back clean, she authorized a replacement. I hope the phone is sent to engineering to be diagnosed.


Great experience. 10/10. Walked out of the store at 12:02 AM good as new. You don’t get that experience with any other manufacturer. Thanks Apple for making this right.

PS - still having video viewfinder issues on the replacement phone. I believe it has something to do with filiming in 4K mode, as phone was set up as new.
 
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