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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 customer’s 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 you’re 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 don’t interrupt. Only when he’s 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 .

Note : The simulators are iOS 6. or too little information. 1. Systematic troubleshooting is like a careful doctor's diagnosis. 2. Click here to launch the iPhone simulator. Click here to launch the iPad device simulator. Choose the Settings icon then explore the iOS device settings by clicking each of them. It examines what is possible and what is NOT possible. you must first know how iOS devices are designed to work correctly. You’d want the doctor to get more information. There are three troubleshooting stages: 1. Rather than jumping to conclusions based on familiarity. Cre a te a functiona l b e nchma rk In order to assess whether a customer’s concern is a device-related issue. systematic troubleshooting uses deductive reasoning to correctly isolate an issue before coming to a conclusion. 4. Atta in Wa rra nty Sta tus . Resolve Subsequent sections cover each of these stages in greater detail. Evaluate 2.If you went to the doctor with a mild headache and without further examination you were told. Wait a minute or two for the simulator to load. (The iPhone simulator includes only specific iPhone items not included with the iPad simulator.) 3. run tests and eliminate impossibilities and unlikely causes before reaching a conclusion. past experience. Isolate 3. “It must be a brain tumor” you’d probably be pretty upset.

or Mobile Equipment Identifier (MEID). The MEID number uses the first 14 digits. . iP a d a nd iP od touch iPad and iPod touch serial numbers are engraved on the back case toward the bottom. Getting the information using the device Listed below are some quick ways to obtain the serial number. Online Self Service. When using iOS 6 or later. as shown in this picture. near the bottom. Integrated Circuit Card ID (ICCID).com website. If you are unable to access the About screen on the device. or ICCID to display the option to copy. is required to provide service for iOS devices. and the IMEI can be obtained by dialing *#06# on the phone keypad. iTunes. disregarding the last digit. The MEID and IMEI number (when applicable) are also engraved on the back of the iPad (Wi-Fi + 3G). International Mobile Equipment Identity (IMEI). or Contact Support forms on the Apple. A valid device identifier. If the device turns on. the iPad 2 (Wi-Fi + 3G).Explain to the customer that you would like to check the warranty status and ask for permission to handle the iOS device. please use one of the following options to access the serial number and IMEI. You can use the copy and paste feature in iOS to quickly and accurately enter your information into Apple registration. the serial number may be obtained in Diagnostics. tap and hold the serial number. and the iPad (Wi-Fi + Cellular). Note : Do not use the iOS “Ab out” scre e n to re trie ve the se ria l numb e r. such as the International Mobile Equipment Identifier (IMEI) or Apple serial number. IMEI/MEID. iP hone 5 The IMEI is engraved on the back case.

iPhone 4 (GSM Model).and I see that the warranty has expired. 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. iP hone 3 G S. a nd iP hone 4 S You should locate the serial number or an iPhone 3G. Internal Serial Number Because of the risk of unauthorized modifications. 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. The warranty may have expired but you can still offer service. Now tha t you ha ve the se ria l numb e r. iP hone 3 G . there are certain conditions that are not eligible for service. More detail is provided in the VMI (Visual Mechanical Inspection) and Unauthorized Modifications sections. iP hone 4 (G SM mod e l). or iPhone 4S in two places: 1.apple. so if a repair is necessary it won’t be covered by the warranty terms.” Warranty exceptions may apply for customers with AppleCare+ (where available) for iOS devices. iTunes 2.com and follow the onscreen instructions to enter the serial number Whether in or out of warranty. iPhone 3GS. you should set the customer’s expectations correctly. Se tting E xp e cta tions Once you have verified that the iOS device is eligible for service. “I’ll be glad to help you . 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. E va lua te .

Using open-ended and closed questions can help you to gather accurate information from the customer. “Was the light green or red?” If you do not have all the necessary information. you may misdiagnose an issue.” Closed questions offer a definite either/or choice and are used to confirm. 4. for example. waste both your time and the customer’s. So we can educate customers if they’re mistaken or unaware. and miss a first-time-fix opportunity.Keys to effective evaluation: Ask probing questions. Vid e o T utoria l: Op e n a nd Close d Que stions When a customer presents you with an issue. for example. "So you say it clicked before the light went out. 3. So we can correctly diagnose problems. Open questions ask for more information. . Open questions ask the customer to speak freely and provide more details. Use your resources. “ What happened next?”. Ask the customer to demonstrate the issue. Know what is covered and not covered under Apple's warranty. "Do you have Wi-Fi at home?"or. "Can you describe what you saw first? Closed questions usually need a yes or no answer and can be used to confirm. don’t interrupt the customer when he or she is answering. Conduct a physical inspection (physical inspection detailed later in this review). Run iOS Diagnostics (iOS Diagnostics detailed later in this review). did I get that right?" As you ask questions. for example. So we can match recommendations to customers’ needs. "What happened next?" Or. The following clips show good use of open and closed questions. So we can empathize with customers’ situations. 2. Use reflective or active listening to verify that you understand the answers to the questions. for example. it’s important to get as much necessary information as possible for four principal reasons: 1. “Describe the sequence to me. Use known-good equipment and systems.

In troubleshooting. • sounds like • did I get that right? Here are video examples of poor. Reflecting summarizes a customer’s concerns without simply parroting them. 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. You can check for understanding by reflecting what the customer said. Reflection phrases include: • so you’re saying • let me see if I understand • let’s make sure I’ve got this right • what I’m hearing is…. If we don’t check to make sure that what we heard is the same thing that was actually said. then good reflecting skills: . it’s important to gain agreement on the issue to be resolved. Reflection is not just repeating. as shown in the first video below. the results can be muddled and cost valuable time. Saying exactly what the customer said just causes frustration.

this is a customer education opportunity. 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 . you can run diagnostics to get pass/fail data about the iOS devices: battery display SIM Internet access iOS applications iTunes Synchronization issues . Customer says: “My iPad won’t power up. Dia gnostics a nd Othe r T roub le shooting T e chniq ue s If you have access to GSX. “Oh” says the customer. For example: Customer says: “My iPad won’t power up.“I didn’t know there was a power button.” You ask for permission to verify the issue and find that the customer is right. 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.” You ask for permission to handle the iPad. press the power button and the iPad powers up right away. it won’t power up! In this case there is an issue with the device. I thought I just had to shake it awake. Visually assess any damage using the Visual/Mechanical Inspection (VMI) as a guide. the issue may NOT be with the device.“ So the issue was not with the device. instead.however.

click “Diagnostic Details. This will help isolate the problem space to either the user. Click “Request Diagnostics.” The diagnostic process is detailed at a step-by-step and screen-by-screen level later in this course. iOS Dia gnostics Und e rsta nd ing Dia gnostics .” The customer should now receive an email with a link requesting the diagnostic. 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. the environment. After receiving permission. document your findings early and often using your customer interaction system. Gathering information should happen throughout the troubleshooting process. Have the customer click that link. Click “Email. 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.Activation/deactivation with carrier Following open and closed questions and VMI. You will be prompted to Send a Diagnostic Request.” Enter the email address for the customer. To get further detail on the results. or the device. but also what leads up to the issue. . The Apple Diagnostics Results will appear in GSX. click the “Request Diagnostic” button at the top of the screen in GSX. ask the customer’s permission to run diagnostics.

You should always run diagnostics except in the following circumstances: The unit does not start up. Initia ting the Dia gnostics Note : The iOS device must have network connectivity in order to retrieve diagnostic results. email or ticket to the customer's phone. Click on the Request Diagnostics button. allowing you to gain in-depth knowledge of the iOS device condition. In cases where no customer interaction is available. In addition. Ma nua l: Technicians can help customers manually open the diagnostics application and send results back to GSX. 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. Enter the iOS device's serial number. diagnostics results are sent directly to GSX. When the Send Diagnostic Request screen appears. iOS Diagnostics is a fully integrated tool used to retrieve diagnostic information from Apple iPhone. iPad. 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. 2. . including previous service. memory usage. perform the following steps: 1. and iPod touch devices. the information returned will provide you with valuable insight into usage patterns and potential troubleshooting areas such as battery functions. This means that customers can immediately communicate their iOS device 'health' status to a qualified technician. Results will show all information related to the product. the technician may enter the information manually. Click on the Request Diagnostics button at the top of the screen. When you send an SMS text. Choose the Email tab and enter the customer's email address. IMEI. or MEID into the search field in GSX. The diagnostic server is under maintenance. and application or software issues. There is not a diagnostic server installed at the service location.

Click on the Request Ticket button. Note : Options presented may be limited depending on the service location and region.Note : The iOS device's email client needs to be configured to receive emails. where 'nnnnn' represents the ticket number shown in GSX. Remind customers to respond to diagnostic requests within four (4) hours or a diagnostic request will need to be re-initiated. perform the following steps: 1. 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. d ia gs://4 0 2 1 6 . Se nd a Ma nua l Dia gnostic R e q ue st When the Send Diagnostic Request screen appears. Launch the web browser on the iOS d e vice and type diags://nnnnn. Choose the Manual tab. 2. 3. the customer will need to respond to the request on their iOS device. For example.

refer to the article accompanied with the test for further instructions. 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. proceed with the standard troubleshooting process. Click this button to see the Test Details. It is important to use the information provided to troubleshoot and repair iOS devices quickly. It's OK to show the customer the diagnostic detail and use it as a talking point for troubleshooting and resolutions. the Diagnostic Details button appears. . If some of the diagnostics tests fail. continue with standard troubleshooting.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. Using the Dia gnostic T e st De ta ils If all diagnostic tests pass. If none of the articles resolve the issue. Note : Diagnostic results will be available for a limited time.

Se ria l Numb e r Misma tch If you receive a serial number mismatch error. 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: . double check the serial number of the device.

.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.

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. 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. Multip le Fra cture s to Front G la ss Any LCD Disp la y Fra cture s Under the glass cover. Whether or not accidental or liquid damage is present. . Covered Service repairs are eligible for warranty coverage. 123456789101112 De nt(s) Failure caused by accidental damage is not covered.

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. Liq uid Conta ct Ind ica tor (LCI) 1. the device may be eligible for out-of-warranty paid service. did the issue with the product occur at or soon after the event. If there is clear evidence of liquid present under the screen or coming from the audio port or dock connector. 3. Da ma ge to Aud io P ort Corne r De nt Failure caused by accidental damage is not covered. the product is eligible for warranty coverage. but there is no liquid present under the screen or coming out of the audio port or dock connector. If the customer confirms that the issue with the product occurred at or soon after the event. If the Liquid Contact Indicator on a customer's iPad (original model) is active. deny coverage. whether or not accidental or liquid damage is . Warranty exceptions may apply for customers with AppleCare+ (where available) for iPad. 2. the product is not eligible for warranty coverage. Cra cke d Ante nna E xtre me Ab ra sion. If there are other signs of liquid damage such as corrosion on ports. 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. ask the customer if the product has been in contact with liquid. The device is ineligible for warranty coverage or out-of-warranty paid service.Will likely jam inside iPad. 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. and if so.

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.present. De b ris Und e r Disp la y G la ss or P ixe l Anoma ly . even if liquid damaged.

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.Upon user claim only.

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 .

12 . Be nt/Sp lit E nclosure s Including a severe separation of the enclosure. 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. 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. the damage is ineligible for service. Return the device to the user. bent bezel or bending of unit.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. Disa sse mb le d Unit or Missing P a rts Must be assembled and a complete unit to receive service. broken plastic or bent bezel. Button Da ma ge / Missing from Drop or P uncture Hole s E xtre me Ab ra sion. broken plastic or bent bezel. Ine ligib le for Se rvice : If the damage for which the user is seeking service is described below. Da ma ge d Dock Conne ctor Bent pins.

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. E nclosure We a r Cha ra cte ristics: The warranty does not apply to cosmetic damage.Disa sse mb le d Unit or Missing P a rts Must be assembled and a complete unit to receive service. E d ge “b righte ning” 123456 E d ge “b righte ning” Chip s Scra tche s Housing De nts G ouge s . The following images are examples of normal wear and tear that is not normally covered under warranty. 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. including but not limited to scratches. Ca ta strop hic Da ma ge Including units that are destroyed or forcibly separated into multiple pieces.

lint or other foreign materials in the dock connector and headset jack that could cause a functional issue. 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. Lint or other foreign debris should be removed with an anti-static brush prior to testing. whether or not accidental or liquid damage is present. A triggered LCI indicates that the inside of the iPod has come in contact with liquid. 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. . the repair is classified as Covered Service. a red or pinkish color appears across half of the indicator in the headset jack. Corrosion or other contamination could prevent proper connection with cables or dock connections. 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.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. When the LCI comes in contact with liquid.

De b ris Und e r Disp la y G la ss & Bright or De a d P ixe l Upon customer claim only.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. the repair is classified as Paid Service. or bent bezel. broken plastic. depth less than 0. 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. 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. or bent bezel. Single dent less then 1mm.33mm. Da ma ge d Dock Conne ctor Bent pins. broken plastic. .

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. Connect the iPad to a PC or Mac and see if iTunes or the System Profiler show the iPad. The iPad will show no sign of power when pressing the power button. Including units that are destroyed or inoperable due to unauthorized modification. 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. Be fore te sting Confirm that the iPad has a no-power symptom before performing any of the tests below: 1. for more information. 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. Counte rfe it or Non-OE M P a rts. 2. 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. Refer to Apple Support article OP691: Coverage eligibility for products covered by AppleCare+. Regardless of the presence of unauthorized software. No P owe r Symp tom Generally. 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. Including aftermarket displays. back housings or other non-Apple installed parts. Making unauthorized modifications to the software on the iPad violates the iPad software license agreement. iPod touch must be assembled and a complete unit to receive Paid Service. (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 . 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. Connect the iPad to a 10W (12W) charger for 20 minutes. iPad devices with modifications or missing internal components will not power on. and the inability to use the iPad due to unauthorized software modifications is not covered under the iPad’s warranty. connecting to the USB charger. Check all devices with a no-power symptom carefully for the indicators above and run them through the tests below. Note : Catastrophic damage may be covered for AppleCare+ users in certain countries. Ca ta strop hic Da ma ge . As part of the service process. the repair is classified as Catastrophic Damage. an iPad may still be eligible for warranty service if the failure is due to a defect in materials and workmanship. or connecting to a Mac or PC. Connect the correct Apple Service part. Disa sse mb le d Unit or Missing P a rts.

No Se rvice Click on each thumbnail to see examples of damage that is ineligible for any kind of repair. reducing over time. There should not be a static.the device is receiving a current. If the measurement is erratically fluctuating. Do not use these tests on devices with no display or dim backlight. Neither warranty coverage nor out-of-warranty paid service is available. confirm that the correct A socket on the multi- meter is being used. Observe a narrow range of fluctuating current. . or 0 amp (open circuit) measurement. Perform these tests described only on devices with a confirmed “no power” symptom.

or 0 amp (open circuit) measurement. Non-OE M P a rts. 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.Disa sse mb le d Unit or Missing P a rts Must be assembled and a complete unit submitted to receive Paid Service. test the device using a calibrated weight scale. 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. Forge d E tching on the rear housing. . P rod ucts. 1234567 Disa sse mb le d Unit or Missing P a rts Must be assembled and a complete unit submitted to receive Paid Service. If the device has a static.

Remove protective plastic films and cases from iPad.33 lb (601 g) 1.68 lb (308 g) 0. Verify scale accuracy using an equivalent specification iPad.5 lb (680 g) 1.For a correct measurement: Power on and zero an empty scale.6 lb (730 g) X iPad 2 1.69 lb (312 g) 0. Tapping on a complete device produces a consistent dull thud. 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.69 lb (312 g) iPad (4th gen) 1. When tapping on the enclosure of a suspect device.46 lb (662 g) 1.46 lb (662 g) iPad mini 0.46 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.34 lb (607 g) iPad (3rd gen) 1. .44 lb (652 g) 1.44 lb (652 g) 1. listen closely for a hollow sound. Wi-Fi Wi-Fi + 3G (AT&T) Wi-Fi + 3G for Verizon iPad 1.46 lb (662 g) 1.35 lb (613 g) 1.

I’m sorry you’re having this trouble. For example. and brought it in to Acme Tech because it wouldn’t power up." "not my job. The iPad you bought turns out to be an iPad case weighted to feel like the real thing. You must go back to the seller for a repair or replacement.” “I'm sorry you're having this trouble” shows empathy for Bob’s situation. Jane was careful to avoid “stop” words and phrases such as.4 ounces (10g) is outside of specification and therefore a fail. Some customers may be unaware of the modifications. Bob. customer Bob bought a secondhand iPad from an online classified ads site.you may not service these devices. . Under the warranty terms I can’t repair or replace this device. These are not negotiable. “calm down. Positioning the news with empathy helped avoid a time- consuming and emotional conflict. 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.” and “not my fault. A variance of +0. Ha nd ling Una uthorize d Mod ifica tions with the Custome r Unauthorized modifications to the iPad violates the terms of the warranty . Instead she said: “Bad news. the serial number has too few digits and is not genuine.” which usually escalate the conflict. Also. but is not an apology for policy or warranty conditions." "no.

Making unauthorized modifications to the software on the iPhone violates the iPhone software license agreement. 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. and the inability to use the iPhone due to unauthorized software modifications is not covered under the iPhone warranty. Refer to Apple Support article OP691: Coverage eligibility for products covered by AppleCare+ . E xa mp le s of Una uthorize d Mod ifica tions Unauthorized modifications alter the device’s functionality or capability and the device is ineligible for service. In order for the device to be eligible for service. for more information. T hird -P a rty Disp la ys Original Apple Display Third-Party Displays with incorrect proximity style . Note : Catastrophic damage may be covered for AppleCare+ users in certain countries.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. an iPhone may still be eligible for warranty service if the failure is due to a defect in materials and workmanship. Apple and providers should update the software on the iPhone to the latest version. the user should submit the device with its original components. IF T HE iP HONE SOFT WAR E HAS BE E N MODIFIE D. As part of the service process. Regardless of the presence of unauthorized software. 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.

Third-party displays can also be identified by their color. Deny service to any other color display until the d e vice is re turne d with its origina l comp one nts. and non-original receiver mesh. 12345 Misa ligne d /Incorre ct Sp e a ke r Me sh . Original Apple Display Third-Party Display with incorrect proximity style. misaligned camera. The only iPhone 4 and 4S display colors eligible for warranty are black and white. The following images are examples of color changes not eligible for service.

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

Refer to Apple Support article OP691: Coverage eligibility for products covered by AppleCare+. Ca ta strop hic Da ma ge . iPod touch must be assembled and a complete unit to receive Paid Service. and the inability to use the iPod touch due to unauthorized software modifications is not covered under the iPod touch warranty. 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. Includes units that are destroyed or inoperable due to unauthorized modification. Regardless of the presence of unauthorized software. Counte rfe it or Non-OE M P a rts. IF T HE iP OD T OUCH SOFT WAR E HAS BE E N MODIFIE D. an iPod touch may still be eligible for warranty service if the failure is due to a defect in materials and workmanship. the repair is Catastrophic Damage. . Including aftermarket displays. 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. P ositioning a R e fusa l of Se rvice Even in the most customer service-oriented organizations. Sometimes customer issues involve misperceptions. back housings or other non-Apple installed parts. “That’s not my job” or “It doesn’t work that way” make a very poor impression. there are times when the customer's request is simply beyond the scope of service and the answer has to be no. Apple and providers should update the software on the iPod touch to the latest version. for more information. Making unauthorized modifications to the software on the iPod touch violates the iPod touch software license agreement. 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. for example. Phrases like. 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. Disa sse mb le d Unit or Missing P a rts.but the answer is still no. As part of the service process. Note : Catastrophic damage may be covered for AppleCare+ users in certain countries. “Can I get an extra battery for this iPhone just in case the first one dies?” Sometimes customers are innocent victims of fraud .

AppleCare .Isolate © Copyright 2014.When you must say no. 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 . tell the customer why and immediately offer “yes” options. Always offer some assistance or a way forward for the customer. Here are video examples of positioning a refusal of service. rather than simply shutting them down.Isola te iOS Qualification Training . Say what you CAN do.