Customer must accept the following:
- There will be increased visits to the store and an increased turnaround time.
- They are welcome to attempt the previously mentioned steps and this option may only be available if they are able to arrive in-store early enough in the day where time will not be an issue.
- Under no circumstances will be able to take their device until calibration has been completed.
- If this method fails their display may be in worse condition than it is currently due to removal.
Process
We start the repair and contact them when finished. If no alternate number, then quote the standard turnaround time of two (2) hours. After they arrive to disable FMIP they
must be back within 1 to 1.5 hours. Failure to arrive back before then will result in us marking it Unrepairable and redirecting to Asurion. Once FMIP is fully disabled, there will be an
additional 1-2 hour wait for the actual screen replacement and calibration. Customer does not need to be present for this, and is welcome to pick their device up whenever is convenient for them.
Do NOT offer when:
- The day is already high volume.
- The Face ID sensor itself may be damaged.
- There could be a “time crunch” which may prevent the repair from being completed same day.
- The customer’s attitude indicates that this inconvenience will cause an escalation / negative feedback.
- Your manager tells you not to.