iOS Qualification Training - Evaluate

Introd uction & Course Ma p

This lesson is written for Apple iOS technicians and will prepare you to take and pass the timed, open-resource iOS
Qualification Exam (9L0-E06). This is lesson 2 of 7.

The content maps directly to the exam and covers the communication and triage skills required to evaluate, isolate
and resolve a customer's iOS device issues.

Le sson Ove rvie w

Lesson Objectives

This lesson covers:

Customer Interaction Skills

Systematic Troubleshooting
VMI
Unauthorized Modifications
iOS Diagnostics

Specifically, after this lesson, you should be able to:

correctly differentiate between customer-centric and product-centric issues to aid in arriving at an

appropriate resolution.
properly position an upgrade or attachment so that it is made clear that the recommendation
directly helps to solve the customers issue.
identify and demonstrate examples of appropriate customer management skills.
identify and demonstrate positive body language to set the tone of the customer experience.
identify and demonstrate positive words to set the tone of the customer experience.
identify and demonstrate the traits of active listening to facilitate probing for additional information.
identify and demonstrate appropriate question styles (open/closed) to gather information.
 identify and demonstrate summarizing the customers answers through reflective responses to come
to agreement on the problem.
identify and demonstrate examples of strategies for setting realistic fix expectations.
in a simulated environment, apply a systematic troubleshooting methodology to evaluate, isolate
and resolve issues in a given scenario with Apple products.
use iOS diagnostic procedures and techniques to correctly evaluate and isolate a given iOS device
issue
complete a visual/mechanical inspection of a given Apple product to determine the repair options
and warranty coverage of that product.
using Apple standards as a reference, correctly identify unauthorized modifications made to a given
iOS device to determine the warranty coverage of that device.

Audience Prerequisites Time Required You will need...

Apple Authorized iOS Qualification 1 hour GSX Access

Service Provider Training -
Technicians Foundations

WAR MT H Custome r Se rvice Mod e l

The Customer Experience Skills introduced in this course are part of the WAR MT H model of customer service. An
overview is shown below, and to see the complete WAR MT H job aid click here.

WELCOME the customer to the store or Point of Sale (POS)

Use positive body language and words to offer a warm welcome and set the tone.

ASK good questions to discover and confirm needs and issues

Ask open questions to gather information.
Ask closed questions to check for understanding.

R ECOMMEND an appropriate solution

Position the best solution for this customer and offer a range of options if possible.

MEDIATE any customer issues fairly and calmly, and gain agreement on a good solution
Deal with emotional behavior and resolve conflict if necessary.

T HANK the customer for choosing your store and offer continued support
Build good customer relations and loyalty with a positive wrap-up/invitation to return.
Troubleshooting and issue resolution are made much easier when you partner with the customer and offer a warm
welcome. Look up, make eye contact, smile, and greet the customer warmly to make it clear that youre there to help.

A non functioning iOS Device can be worrisome for many reasons:

An iPad or iPod or iPhone may be a major purchase, so some customers may be worried about replacement costs.

Some customers store personal data on their iOS device and may be worried about losing pictures or confidential
documents.

For other customers, the iOS device is a major productivity tool.

It's important, therefore, to put the customer at ease.

Examples:

Thanks for stopping by (business name) how can I help today? or

Welcome to (business name) what can I help you with?

This is the first step to making the issue resolution process pleasant and fast.

Let the customer speak and dont interrupt. Only when hes finished should you explain that you
want to help and that the first step in the resolution process is to check the serial number.

Workflow Ove rvie w

iOS Device Triage Workflow

Be gin T roub le shooting: E va lua te , Isola te a nd R e solve
If you went to the doctor with a mild headache and without further examination you were told, It must be a brain
tumor youd probably be pretty upset. Youd want the doctor to get more information, run tests and eliminate
impossibilities and unlikely causes before reaching a conclusion.

Systematic troubleshooting is like a careful doctor's diagnosis. Rather than jumping to conclusions based on familiarity,
past experience, or too little information, systematic troubleshooting uses deductive reasoning to correctly isolate an
issue before coming to a conclusion. It examines what is possible and what is NOT possible.

There are three troubleshooting stages:

1. Evaluate
2. Isolate
3. Resolve

Subsequent sections cover each of these stages in greater detail.

Cre a te a functiona l b e nchma rk

In order to assess whether a customers concern is a device-related issue, you must first know
how iOS devices are designed to work correctly.

1. Click here to launch the iPad device simulator. Note : The simulators are iOS 6.

2. Click here to launch the iPhone simulator. (The iPhone simulator includes only specific iPhone
items not included with the iPad simulator.)

3. Wait a minute or two for the simulator to load.

4. Choose the Settings icon then explore the iOS device settings by clicking each of them.

Atta in Wa rra nty Sta tus

Explain to the customer that you would like to check the warranty status and ask for permission to handle the iOS
device.
Getting the information using the device
Listed below are some quick ways to obtain the serial number, International Mobile Equipment Identity (IMEI),
Integrated Circuit Card ID (ICCID), or Mobile Equipment Identifier (MEID).

A valid device identifier, such as the International Mobile Equipment Identifier

(IMEI) or Apple serial number, is required to provide service for iOS devices. If
the device turns on, the serial number may be obtained in Diagnostics, iTunes,
and the IMEI can be obtained by dialing *#06# on the phone keypad.

Note : Do not use the iOS Ab out scre e n to re trie ve the se ria l
numb e r.

When using iOS 6 or later, tap and hold the serial number, IMEI/MEID, or ICCID to display the option to copy. You can
use the copy and paste feature in iOS to quickly and accurately enter your information into Apple registration, Online
Self Service, or Contact Support forms on the Apple.com website.

If you are unable to access the About screen on the device, please use one of the following options to access the serial
number and IMEI.

iP hone 5

The IMEI is engraved on the back case, near the bottom. The MEID number uses the first 14 digits, disregarding the
last digit.

iP a d a nd iP od touch

iPad and iPod touch serial numbers are engraved on the back case toward the
bottom, as shown in this picture. The MEID and IMEI number (when applicable)
are also engraved on the back of the iPad (Wi-Fi + 3G), the iPad 2 (Wi-Fi +
3G), and the iPad (Wi-Fi + Cellular).
 iP hone 3 G , iP hone 3 G S, iP hone 4 (G SM mod e l), a nd iP hone 4 S

You should locate the serial number or an iPhone 3G, iPhone 3GS, iPhone 4
(GSM Model), or iPhone 4S in two places:
1. iTunes
2. Internal Serial Number

Because of the risk of unauthorized modifications, it is important to remember

ne ve r to use the serial number from the SIM tray or the Se ttings ->
G e ne ra l -> Ab out Scre e n.

Origina l iP hone

The original iPhone serial number and IMEI are engraved on the back metal
case as shown at left.

G e tting the informa tion from the d e vice p a cka ging

The serial number and IMEI/MEID are also printed on the barcode label on the device's original packing.

Se tting E xp e cta tions

Once you have verified that the iOS device is eligible for service, you should set the customers
expectations correctly. The warranty may have expired but you can still offer service.

Ill be glad to help you - and I see that the warranty has expired, so if a repair is necessary it
wont be covered by the warranty terms.

Warranty exceptions may apply for customers with AppleCare+ (where available) for iOS devices.

Now tha t you ha ve the se ria l numb e r, che ck tha t the iOS d e vice is e ligib le for wa rra nty se rvice :

Enter the serial number in GSX/GCRM

Go to expresslane.apple.com and follow the onscreen instructions to enter the serial number

Whether in or out of warranty, there are certain conditions that are not eligible for service. More
detail is provided in the VMI (Visual Mechanical Inspection) and Unauthorized Modifications
sections.

E va lua te
Keys to effective evaluation:

Ask probing questions. Using open-ended and closed questions can help you to gather accurate information from the
customer.
Open questions ask for more information; for example; "What happened next?" Or, "Can you describe what you saw
first?
Closed questions usually need a yes or no answer and can be used to confirm, for example, "Do you have Wi-Fi at
home?"or, "So you say it clicked before the light went out, did I get that right?"
As you ask questions, dont interrupt the customer when he or she is answering. Use reflective or active listening to
verify that you understand the answers to the questions.
Ask the customer to demonstrate the issue.
Use known-good equipment and systems.
Run iOS Diagnostics (iOS Diagnostics detailed later in this review).
Conduct a physical inspection (physical inspection detailed later in this review).
Use your resources.
Know what is covered and not covered under Apple's warranty.

Vid e o T utoria l: Op e n a nd Close d Que stions

When a customer presents you with an issue, its important to get as much necessary information as possible for four
principal reasons:

1. So we can match recommendations to customers needs.

2. So we can correctly diagnose problems.
3. So we can empathize with customers situations.
4. So we can educate customers if theyre mistaken or unaware.

Open questions ask the customer to speak freely and provide more details; for example, What happened next?;
Describe the sequence to me. Closed questions offer a definite either/or choice and are used to confirm; for
example, Was the light green or red?
If you do not have all the necessary information, you may misdiagnose an issue, waste both your time and the
customers, and miss a first-time-fix opportunity.

The following clips show good use of open and closed questions.
 Play

Open Closed

Vid e o T utoria l: Che cking For Und e rsta nd ing By Using R e fle cting Skills

Sometimes listening is the most important part of communication.

If we dont check to make sure that what we heard is the same thing that was actually said, the results can be
muddled and cost valuable time.

In troubleshooting, its important to gain agreement on the issue to be resolved. You can check for understanding by
reflecting what the customer said.

Reflection is not just repeating. Saying exactly what the customer said just causes frustration, as shown in the first
video below.

Reflecting summarizes a customers concerns without simply parroting them. Reflection phrases include:

so youre saying
let me see if I understand
lets make sure Ive got this right
what Im hearing is.
sounds like
did I get that right?

Here are video examples of poor, then good reflecting skills:

 Play

Reflecting Skills

De vice a nd Non-De vice R e la te d Issue s

If the issue is with the device you can troubleshoot further - however, the issue may NOT be with the device. For
example:

Customer says: My iPad wont power up. You ask for permission to verify the issue and find that the customer is
right, it wont power up! In this case there is an issue with the device.

Customer says: My iPad wont power up. You ask for permission to handle the iPad, press the power button and the
iPad powers up right away. Oh says the customer,I didnt know there was a power button. I thought I just had to
shake it awake. So the issue was not with the device, instead, this is a customer education opportunity.

Visually assess any damage using the Visual/Mechanical Inspection (VMI) as a guide.

The Visual/Mechanical Inspection section follows this page and shows the circumstances under which service is:

Covered
Covered only as a paid service
Not covered under any circumstances.

Dia gnostics a nd Othe r T roub le shooting T e chniq ue s

If you have access to GSX, you can run diagnostics to get pass/fail data about the iOS devices:

battery
display
SIM
Internet access
iOS applications
iTunes
Synchronization issues
Activation/deactivation with carrier

Following open and closed questions and VMI, ask the customers permission to run diagnostics.

After receiving permission, click the Request Diagnostic button at the top of the screen in GSX.
You will be prompted to Send a Diagnostic Request.
Click Email.
Enter the email address for the customer.
Click Request Diagnostics.
The customer should now receive an email with a link requesting the diagnostic. Have the customer click that link.
The Apple Diagnostics Results will appear in GSX.
To get further detail on the results, click Diagnostic Details.

The diagnostic process is detailed at a step-by-step and screen-by-screen level later in this course.

Othe r te chniq ue s to use in the E va lua tion sta ge

Check for a scent that would indicate there is something wrong with the equipment

Listen for abnormal sounds

It is important to have the customer reproduce the issue so that you can observe not only the issue,
but also what leads up to the issue. This will help isolate the problem space to either the user, the
environment, or the device.

In order to simplify the issue while the customer attempts to reproduce it you can:

Remove third-party products

Use known-good devices or media

As you evaluate the issue and the customer answers your questions, , document your findings early
and often using your customer interaction system. Gathering information should happen throughout
the troubleshooting process.

iOS Dia gnostics

Und e rsta nd ing Dia gnostics

 iOS Diagnostics is a fully integrated tool used to retrieve diagnostic information
from Apple iPhone, iPad, and iPod touch devices. When you send an SMS text,
email or ticket to the customer's phone, diagnostics results are sent directly to
GSX; allowing you to gain in-depth knowledge of the iOS device condition.

This means that customers can immediately communicate their iOS device
'health' status to a qualified technician.

Be ne fits for the T e chnicia n

The iOS device can now send you a full report of the operations of the device
via GSX. In addition, the information returned will provide you with valuable
insight into usage patterns and potential troubleshooting areas such as battery
functions, memory usage, and application or software issues.

You should always run diagnostics except in the following circumstances:

The unit does not start up.

The diagnostic server is under maintenance.

There is not a diagnostic server installed at the service location.

Initia ting the Dia gnostics

Note :

The iOS device must have network connectivity in order to retrieve diagnostic results.

Enter the iOS device's serial number, IMEI, or MEID into the search field in GSX. Results will show all information
related to the product, including previous service.

Click on the Request Diagnostics button at the top of the screen.

A screen appears offering two diagnostic options:
E ma il: When the customer's email address has been entered, a link is sent to the customer to begin the diagnostic
request process.
Ma nua l: Technicians can help customers manually open the diagnostics application and send results back to GSX. In
cases where no customer interaction is available, the technician may enter the information manually.

When the Send Diagnostic Request screen appears, perform the following steps:

1. Choose the Email tab and enter the customer's email address.
2. Click on the Request Diagnostics button.
Note : The iOS device's email client needs to be configured to receive emails.

Se nd a n E ma il Dia gnostic R e q ue st
Once an option for initiating the diagnostic request has been selected, the customer will need to respond to the
request on their iOS device.

Note :

Options presented may be limited depending on the service location and region. Remind
customers to respond to diagnostic requests within four (4) hours or a diagnostic request will need
to be re-initiated.

Se nd a Ma nua l Dia gnostic R e q ue st

When the Send Diagnostic Request screen appears, perform the following steps:

1. Choose the Manual tab.

2. Click on the Request Ticket button.
3. Launch the web browser on the iOS d e vice and type diags://nnnnn, where 'nnnnn' represents the ticket
number shown in GSX. For example, d ia gs://4 0 2 1 6
Ha ve Custome r Se nd Dia gnostic Da ta

R e trie ve iOS Dia gnostics R e sults in G SX

When the customer's information is sent to GSX, the Diagnostic Details button appears. Click this button to see the
Test Details.

Note : Diagnostic results will be available for a limited time. It is important to use the information provided to
troubleshoot and repair iOS devices quickly.

iOS Dia gnostic T e st De ta ils

Diagnostic results can be seen in GSX after they have been retrieved from the iOS device. It's OK to show the customer
the diagnostic detail and use it as a talking point for troubleshooting and resolutions.

Using the Dia gnostic T e st De ta ils

If all diagnostic tests pass, proceed with the standard troubleshooting process.
If some of the diagnostics tests fail, refer to the article accompanied with the test for further instructions.
If none of the articles resolve the issue, continue with standard troubleshooting.
Se ria l Numb e r Misma tch

If you receive a serial number mismatch error, double check the serial number of the device.

VMI "iP a d "

VMI: Cove re d Se rvice

Click on each thumbnail to see examples of damage which would qualify for Covered Service:
Single Fra cture to Front G la ss with no sign of exterior damage
1234567891011

Single Fra cture to Front G la ss with no sign of exterior damage

T wo-Le gge d Cra cks to Front G la ss with no sign of exterior damage

Ne wton R ings / Ba tte ry Swe lling

Ne wton R ings / Ba tte ry Swe lling

Ne wton R ings / Ba tte ry Swe lling

Ba tte ry Swe lling

Ba tte ry Swe lling

Ba tte ry Swe lling

Bright or De a d P ixe ls. Up on use r cla im only. Refer to article:HT4044HT4044

De b ris Und e r Disp la y G la ss

Disp la y Be ze l De ta che d From G la ss

Note : A clicking noise can be heard when pressing on the bezel near the Home Button.
 Whether or not accidental or liquid damage is present, Covered Service repairs are eligible for
warranty coverage.

VMI: P a id Se rvice
Click on each thumbnail to see examples of damage which would qualify for out-of-warranty Paid Service:

De nt(s)

Failure caused by accidental damage is not covered.

123456789101112
De nt(s)

Failure caused by accidental damage is not covered.

Multip le Fra cture s to Front G la ss

Any LCD Disp la y Fra cture s

Under the glass cover.

Fra cture s to Front G la ss

P ie ce s of Front G la ss Missing

SIM T ra y J a mme d

Ma nua lly Cut SIM.

Will likely jam inside iPad.

Cra cke d Ante nna

E xtre me Ab ra sion, Button Da ma ge from Drop or P uncture Hole s

Be nt E nclosure s

Including minor separation of the enclosure or damage to the 30-pin dock connector housing or Lightning connector.

Da ma ge to Aud io P ort

Corne r De nt

Failure caused by accidental damage is not covered.

Warranty exceptions may apply for customers with AppleCare+ (where available) for iPad.

Liq uid Conta ct Ind ica tor (LCI)

1. If there is clear evidence of liquid present under the screen or coming from the audio port or dock connector,
deny coverage. The device is ineligible for warranty coverage or out-of-warranty paid service.
2. If there are other signs of liquid damage such as corrosion on ports, but there is no liquid present under the
screen or coming out of the audio port or dock connector, the device may be eligible for out-of-warranty paid
service.
3. If the Liquid Contact Indicator on a customer's iPad (original model) is active, ask the customer if the product has
been in contact with liquid, and if so, did the issue with the product occur at or soon after the event.

If the customer confirms that the issue with the product occurred at or soon after the event, the product is not eligible
for warranty coverage, but may be eligible for out-of-warranty paid service.
If the customer denies that the product was in contact with liquid or denies that the issue with the product occurred at
or soon after the event, the product is eligible for warranty coverage.

VMI "iP hone "

VMI: Cove re d Se rvice

E ligib le For Wa rra nty Se rvice :

If the damage for which the user is seeking service is described below, whether or not accidental or liquid damage is
present, the damage is eligible for warranty service.

Single Fra cture to Front G la ss or Ba ck G la ss

123456

Single Fra cture to Front G la ss or Ba ck G la ss

Single Fra cture to Front G la ss or Ba ck G la ss

Ba nd Sp lit/Offse t

Scra tche d Ca me ra Le ns
Replace back cover only, even if liquid damaged.

De b ris Und e r Disp la y G la ss or P ixe l Anoma ly

Upon user claim only.

Single Fra cture to Front G la ss or Ba ck G la ss

E ligib le For Out-Of-Wa rra nty Se rvice :

If the damage (or combination of damages) for which the user is seeking service is described below, the damage is
eligible for out-of-warranty service.
Liq uid Da ma ge Confirme d b y Use r

LCI internal iPhone 5

12345678910

Liq uid Da ma ge Confirme d b y Use r

LCI internal iPhone 5

Liq uid Da ma ge Confirme d b y Use r

LCI external iPhone 5

Liq uid Da ma ge Confirme d b y Use r

LCI internal iPhone 5

E xtre me Ab ra sion, Button Da ma ge / Missing from Drop or P uncture Hole s

E xtre me Ab ra sion, Button Da ma ge / Missing from Drop or P uncture Hole s

Cle a r E vid e nce of Corrosion or Inte rna l LCI T rigge re d

Da ma ge d Lightning Conne ctor

Bent pins, broken plastic or bent bezel.

Da ma ge d Dock Conne ctor

Bent pins, broken plastic or bent bezel.

Be nt/Sp lit E nclosure s

Including a severe separation of the enclosure, bent bezel or bending of unit.

Aud io J a ck / Sp e a ke r G rill Da ma ge with Fore ign Ma te ria l tha t Ca nnot Be R e move d

Including broken headphones and other accessories.

Ine ligib le for Se rvice :

If the damage for which the user is seeking service is described below, the damage is ineligible for service. Return the
device to the user.

Disa sse mb le d Unit or Missing P a rts

Must be assembled and a complete unit to receive service.

12
Disa sse mb le d Unit or Missing P a rts

Must be assembled and a complete unit to receive service.

Ca ta strop hic Da ma ge

Including units that are destroyed or forcibly separated into multiple pieces.

Catastrophic damage may be covered for AppleCare+ users in certain countries. Refer to Apple
Support article OP691: Coverage eligibility for products covered by AppleCare+ for more
information.

E nclosure We a r Cha ra cte ristics:

The warranty does not apply to cosmetic damage, including but not limited to scratches, dents and broken plastic on
ports or to defects caused by normal wear and tear or otherwise due to the normal aging of the device.

The following images are examples of normal wear and tear that is not normally covered under warranty.

E d ge b righte ning
123456

E d ge b righte ning

Chip s

Scra tche s

Housing De nts

G ouge s
Scra tching

VMI "iP od touch"

Visua l Me cha nica l Insp e ction

A visual mechanical inspection should be performed prior to troubleshooting to protect testing hardware and identify
conditions that may affect warranty coverage of iPod touch.

Liq uid Conta ct Ind ica tors (LCI)

An iPod that has failed due to accidental or liquid damage is eligible for Out-
of-Warranty (OOW) Paid Service.

iPods are equipped with one external liquid contact indicator. A triggered LCI
indicates that the inside of the iPod has come in contact with liquid. When the
LCI comes in contact with liquid, a red or pinkish color appears across half of
the indicator in the headset jack.

De b ris or Corrosion in P orts

Normal Lint Corrosion

Inspect for lint or other contamination that may be causing functional issues by viewing the:

Headset jack
Dock connector

Inspect for corrosion, lint or other foreign materials in the dock connector and headset jack that could cause a
functional issue. Corrosion or other contamination could prevent proper connection with cables or dock connections.
Lint or other foreign debris should be removed with an anti-static brush prior to testing.

G uid e line s for Cla ssifica tion

Minor
Cove re d Se rvice : If the damage for which the customer is seeking service is described below, whether or not
accidental or liquid damage is present, the repair is classified as Covered Service.
Single Disp la y Fra cture
123

Single Disp la y Fra cture

Slight Surfa ce d e nts & Single Surfa ce d e nt

Multiple surface dents, depth less than 0.33mm, Single dent less then 1mm.

De b ris Und e r Disp la y G la ss & Bright or De a d P ixe l

Upon customer claim only.

R e p a ira b le
P a id Se rvice : If the damage for which the customer is seeking service is described below, the repair is classified as
Paid Service.

Liq uid Da ma ge Confirme d b y Custome r

123456
Liq uid Da ma ge Confirme d b y Custome r
Cle a r E vid e nce of Corrosion or Liq uid Da ma ge
Multip le Cove re d G la ss Fra cture s
Da ma ge d Lightning Conne ctor

Bent pins, broken plastic, or bent bezel.

Da ma ge d Dock Conne ctor

Bent pins, broken plastic, or bent bezel.

Aud io J a ck with Fore ign Ma te ria l tha t Ca nnot b e R e move d

Including broken headphones and other accessories.

Not R e p a ira b le
Ca ta strop hic Da ma ge : If the damage for which the customer is seeking service is described below and is caused
by abuse, the repair is classified as Catastrophic Damage.

Disa sse mb le d Unit or Missing P a rts. iPod touch must be assembled and a complete unit to receive Paid Service.
Ca ta strop hic Da ma ge . Including units that are destroyed or inoperable due to unauthorized modification.
Counte rfe it or Non-OE M P a rts. Including aftermarket displays, back housings or other non-Apple installed parts.

Una uthorize d Mod ifica tions "iP a d "

Apple has discovered that some of the unauthorized unlocking programs available on the Internet may cause
irreparable damage to the iPad software.

As part of the service process, Apple and providers should update the software on the iPad to the latest version. IF
T HE IP AD SOFT WAR E HAS BE E N MODIFIE D, T HE IP AD MAY BE INOP E R ABLE OR BE COME INOP E R ABLE
WHE N T HE SOFT WAR E IS UP DAT E D.
Making unauthorized modifications to the software on the iPad violates the iPad software license agreement, and the
inability to use the iPad due to unauthorized software modifications is not covered under the iPads warranty.
Note : Catastrophic damage may be covered for AppleCare+ users in certain countries. Refer to Apple Support
article OP691: Coverage eligibility for products covered by AppleCare+, for more information.

Regardless of the presence of unauthorized software, an iPad may still be eligible for warranty
service if the failure is due to a defect in materials and workmanship.

No P owe r Symp tom

Generally, iPad devices with modifications or missing internal components will not power on. The iPad will show no
sign of power when pressing the power button, connecting to the USB charger, or connecting to a Mac or PC. Check all
devices with a no-power symptom carefully for the indicators above and run them through the tests below.

Be fore te sting

Confirm that the iPad has a no-power symptom before performing any of the tests below:

1. Connect the iPad to a 10W (12W) charger for 20 minutes.

2. Connect the iPad to a PC or Mac and see if iTunes or the System Profiler show the iPad.

Ve rify the se ria l numb e r on the re a r housing

Check the etched information on rear housing of the iPad in case it is not present or appears to be false.

Connect the correct Apple Service part, (923-0372 Current Check cable with Lightning connector or 922-7872 iPod
Current Check cable with Dock Connector), to the appropriate size power adapter and a multi-meter and observe if
the device is receiving a current.

Observe a narrow range of fluctuating current, reducing over time. There should not be a static, or 0 amp (open
circuit) measurement. If the measurement is erratically fluctuating, confirm that the correct A socket on the multi-
meter is being used.

Perform these tests described only on devices with a confirmed no power symptom.

Do not use these tests on devices with no display or dim backlight.

No Se rvice
Click on each thumbnail to see examples of damage that is ineligible for any kind of repair. Neither warranty coverage
nor out-of-warranty paid service is available.
Disa sse mb le d Unit or Missing P a rts

Must be assembled and a complete unit submitted to receive Paid Service.

1234567

Disa sse mb le d Unit or Missing P a rts

Must be assembled and a complete unit submitted to receive Paid Service.

Non-OE M P a rts, P rod ucts, or R e a r Housing

Refer to the following article about modified devices.

Authe ntic E tching

Check the etching on the rear housing.

Forge d E tching

on the rear housing.

Unit P rie d Op e n

Unit P rie d Op e n

Ca ta strop hic Da ma ge or Una uthorize d Mod ifica tions

Including units that are destroyed or forcibly separated into multiple pieces or inoperability caused by unauthorized
modifications.

If the device has a static, or 0 amp (open circuit) measurement, test the device using a calibrated weight scale.
For a correct measurement:

Power on and zero an empty scale.

Remove protective plastic films and cases from iPad.

Verify scale accuracy using an equivalent specification iPad.

Wi-Fi Wi-Fi + 3G (AT&T) Wi-Fi + 3G for Verizon

iPad 1.5 lb (680 g) 1.6 lb (730 g) X
iPad 2 1.33 lb (601 g) 1.35 lb (613 g) 1.34 lb (607 g)
iPad (3rd gen) 1.44 lb (652 g) 1.46 lb (662 g) 1.46 lb (662 g)
iPad mini 0.68 lb (308 g) 0.69 lb (312 g) 0.69 lb (312 g)
iPad (4th gen) 1.44 lb (652 g) 1.46 lb (662 g) 1.46 lb (662 g)

T a p T e st
The sound made by tapping on the enclosure of a complete device is different from the sound made by tapping on a
modified device.

Tapping on a complete device produces a consistent dull thud. When tapping on the enclosure of a suspect device,
listen closely for a hollow sound.

Tap test

Ca lib ra te d We ight T e st

Modified iPads may contain substituted weights of metallic or other material to give the impression of a complete iPad.
 A variance of +0.4 ounces (10g) is outside of specification and therefore a fail.

Ha nd ling Una uthorize d Mod ifica tions with the Custome r

Unauthorized modifications to the iPad violates the terms of the warranty - you may not service
these devices.

Some customers may be unaware of the modifications.

For example, customer Bob bought a secondhand iPad from an online classified ads site, and brought it in to Acme
Tech because it wouldnt power up. He was told by Tech Jane that he had bought an empty iPad case which had been
weighted to feel genuine.

Bob was distraught and tempers could have run high. Positioning the news with empathy helped avoid a time-
consuming and emotional conflict.

Jane was careful to avoid stop words and phrases such as, calm down," "no," "not my job, and not my fault, which
usually escalate the conflict.

Instead she said:

Bad news, Bob. The iPad you bought turns out to be an iPad case weighted to feel like the real thing. Also, the serial
number has too few digits and is not genuine. Under the warranty terms I cant repair or replace this device. You must
go back to the seller for a repair or replacement. Im sorry youre having this trouble.

I'm sorry you're having this trouble shows empathy for Bobs situation, but is not an apology for policy or warranty
conditions. These are not negotiable.
Una uthorize d Mod ifica tions "iP hone "

Apple has discovered that some of the unauthorized unlocking programs available on the Internet may cause
irreparable damage to the iPhone software.

As part of the service process, Apple and providers should update the software on the iPhone to the latest version. IF
T HE iP HONE SOFT WAR E HAS BE E N MODIFIE D, T HE iP HONE MAY BE INOP E R ABLE OR BE COME
INOP E R ABLE WHE N T HE SOFT WAR E IS UP DAT E D.
Making unauthorized modifications to the software on the iPhone violates the iPhone software license agreement, and
the inability to use the iPhone due to unauthorized software modifications is not covered under the iPhone warranty.
Note : Catastrophic damage may be covered for AppleCare+ users in certain countries. Refer to Apple Support
article OP691: Coverage eligibility for products covered by AppleCare+ , for more information.

Regardless of the presence of unauthorized software, an iPhone may still be eligible for warranty
service if the failure is due to a defect in materials and workmanship.

E xa mp le s of Una uthorize d Mod ifica tions

Unauthorized modifications alter the devices functionality or capability and the device is ineligible for service. In order
for the device to be eligible for service, the user should submit the device with its original components.

All se rvice cla ims tha t a re d e nie d d ue to una uthorize d mod ifica tion must b e cle a rly re cord e d in the
se rvice history.

T hird -P a rty Disp la ys

Original Apple Display Third-Party Displays with incorrect proximity style

 Original Apple Display Third-Party Display with incorrect proximity style,
misaligned camera, and non-original receiver mesh.

Third-party displays can also be identified by their color. The only iPhone 4 and 4S display colors eligible for warranty
are black and white. Deny service to any other color display until the d e vice is re turne d with its origina l
comp one nts. The following images are examples of color changes not eligible for service.

12345
Misa ligne d /Incorre ct Sp e a ke r Me sh
 Apple Speaker Mesh Misaligned and Incorrect Speaker Mesh

If the speaker mesh on the base of the device is misaligned and has an incorrect mesh pattern, deny service until the
device is returned with its original components.

Ca me ra Che ck
Verify that the correct camera is installed in the device. Make sure iPhone 4S models have an iPhone 4S camera, and
iPhone 4 models have an iPhone 4 camera. If the camera installed is not correct for the particular model, deny service
until the d e vice is re turne d with its origina l comp one nts.

Apple iPhone 4 Camera Apple iPhone 4S Camera

Note : An iPhone product whose serial number label has been removed by a user is not eligible for
service. Return the device to the user.
 iPhone 4 (GSM) iPhone 4 (CDMA) iPhone 4S iPhone 5

Una uthorize d Mod ifica tions "iP od touch"

Apple has discovered that some of the unauthorized unlocking programs available on the Internet may cause
irreparable damage to the iPod touch software.

As part of the service process, Apple and providers should update the software on the iPod touch to the latest
version. IF T HE iP OD T OUCH SOFT WAR E HAS BE E N MODIFIE D, T HE iP OD T OUCH MAY BE INOP E R ABLE OR
BE COME INOP E R ABLE WHE N T HE SOFT WAR E IS UP DAT E D.
Making unauthorized modifications to the software on the iPod touch violates the iPod touch software license
agreement, and the inability to use the iPod touch due to unauthorized software modifications is not covered under
the iPod touch warranty.

Regardless of the presence of unauthorized software, an iPod touch may still be eligible for
warranty service if the failure is due to a defect in materials and workmanship.

Visua l Me cha nica l Insp e ction

Ca ta strop hic Da ma ge : If the damage for which the customer is seeking service is described below and is caused
by abuse, the repair is Catastrophic Damage.

Disa sse mb le d Unit or Missing P a rts. iPod touch must be assembled and a complete unit to receive Paid Service.
Ca ta strop hic Da ma ge . Includes units that are destroyed or inoperable due to unauthorized modification.
Counte rfe it or Non-OE M P a rts. Including aftermarket displays, back housings or other non-Apple installed parts.
Note : Catastrophic damage may be covered for AppleCare+ users in certain countries. Refer to Apple Support article
OP691: Coverage eligibility for products covered by AppleCare+, for more information.

P ositioning a R e fusa l of Se rvice

Even in the most customer service-oriented organizations, there are times when the customer's request is simply
beyond the scope of service and the answer has to be no.

Sometimes customer issues involve misperceptions, for example, Can I get an extra battery for this iPhone just in
case the first one dies? Sometimes customers are innocent victims of fraud - but the answer is still no.

Vid e o T utoria l: P ositioning a R e fusa l of Se rvice

A No can be made even more irritating to customers when backed up by a refusal to offer any kind of help. Phrases
like, Thats not my job or It doesnt work that way make a very poor impression.
When you must say no, tell the customer why and immediately offer yes options. Say what you CAN do.

Always offer some assistance or a way forward for the customer, rather than simply shutting them down.

Here are video examples of positioning a refusal of service.

Play

Positioning a Refusal

Be gin ne xt le sson

Click the Link b e low to b e gin iOS Qua lifica tion T ra ining - Isola te
iOS Qualification Training - Isolate

Copyright 2014, AppleCare