Repair Tech
[phone repair] Face ID not working after screen swap — fix or refund?
I recently did a screen swap on an iPhone X, and now the Face ID isn't working at all. I've checked the connections and everything seems secure, but I can't get it to recognize any faces. I'm wondering if I should attempt to fix this issue myself or just offer a refund to the customer. Has anyone dealt with this situation before? What are the best practices for handling Face ID issues post-repair? I'm worried about the implications of a refund on my business reputation. I used a third-party screen, and I know that sometimes these parts can cause compatibility problems with the Face ID system. I'm also considering whether to contact my parts supplier to see if they have any suggestions, or if anyone here has had success with specific vendors that provide better quality screens. Any advice would be much appreciated!
2 Answers
I’ve run into this issue after screen swaps a few times. First, I’d recommend checking the flex cable for the Face ID components; it’s easy to damage during a screen replacement. If the cable looks intact, you might need to run a software diagnostic. I use a tool called Tenorshare ReiBoot, which helps with fixing software glitches that can affect Face ID. Regarding the refund vs fix dilemma, I’d suggest trying to fix it first since it could save you money and keep the customer happy. If you can resolve the issue, great! If not, then offer a refund, but be transparent about the difficulties with third-party parts. This honesty can help maintain your reputation.
I’ve seen Face ID fail after using non-original screens, too. One thing you can try is recalibrating the TrueDepth camera system through the settings. If that doesn't work, consider reaching out to your parts vendor to see if they have a better-quality screen option. As for refunds, I think it's worth trying to fix it first, but if your customer is persistent, offering a refund might be the best route to preserve your reputation. Communication is key, so keep them in the loop about what you’re doing to address the issue.