Repair Tech
Face ID not working after screen swap — fix or refund?
I recently completed a screen swap on an iPhone 12, and now the Face ID isn't functioning at all. I've double-checked the connections and even reassembled everything, but no luck. I've read that sometimes the Face ID components can get damaged or misaligned during a screen change. Should I try to fix it further, or would it be better to offer a refund to the customer? I'm worried about the implications of a poor repair, but I also want to keep my business reputation intact.
2 Answers
It's a tough situation, but I recommend you try to fix it before considering a refund. First, ensure that the TrueDepth camera connectors are seated properly. Sometimes, they can look fine but aren't making a solid connection. If that doesn't work, you might look into a replacement for the Face ID components. They can be pricey, typically around $50-$80 depending on your supplier. I source my parts from iFixit or Mobile Defenders; they've been reliable for me. Also, make sure you're using the right software tools to calibrate after the repair. If you need to refund, have a discussion with the customer explaining the issue upfront. Transparency goes a long way in building trust.
In my experience, if Face ID isn't working after a screen install, it's often a misalignment issue with the front camera or the ambient light sensor. Before offering a refund, you might want to check if your repair software has diagnostic tools that can help identify the specific problem. If you don't have those tools, maybe consider investing in them, as they can save you time in the long run. If you do go the refund route, ensure you document everything. Good luck!