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 .

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

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

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

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

In troubleshooting. Reflecting summarizes a customer’s concerns without simply parroting them. • sounds like • did I get that right? Here are video examples of poor. it’s important to gain agreement on the issue to be resolved. then good reflecting skills: . You can check for understanding by reflecting what the customer said. Reflection is not just repeating. If we don’t check to make sure that what we heard is the same thing that was actually said. 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. 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…. 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.

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

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

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

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

If none of the articles resolve the issue. 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. refer to the article accompanied with the test for further instructions. It is important to use the information provided to troubleshoot and repair iOS devices quickly. Note : Diagnostic results will be available for a limited time. continue with standard troubleshooting. . If some of the diagnostics tests fail. Click this button to see the Test Details. 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. the Diagnostic Details button appears. proceed with the standard troubleshooting process.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.

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: .Se ria l Numb e r Misma tch If you receive a serial number mismatch error.

. 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. Up on use r cla im only.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.

Whether or not accidental or liquid damage is present. 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. 123456789101112 De nt(s) Failure caused by accidental damage is not covered. . 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. Covered Service repairs are eligible for warranty coverage.

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

the damage is eligible for warranty service.present. De b ris Und e r Disp la y G la ss or P ixe l Anoma ly . 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.

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 .

Button Da ma ge / Missing from Drop or P uncture Hole s E xtre me Ab ra sion. 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. 12 . broken plastic or bent bezel. 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. Be nt/Sp lit E nclosure s Including a severe separation of the enclosure.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. broken plastic or bent bezel. the damage is ineligible for service. 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. 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.

The following images are examples of normal wear and tear that is not normally covered under warranty. 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. including but not limited to scratches. Catastrophic damage may be covered for AppleCare+ users in certain countries.Disa sse mb le d Unit or Missing P a rts Must be assembled and a complete unit to receive service. E nclosure We a r Cha ra cte ristics: The warranty does not apply to cosmetic damage. Refer to Apple Support article OP691: Coverage eligibility for products covered by AppleCare+ for more information. Ca ta strop hic Da ma ge Including units that are destroyed or forcibly separated into multiple pieces. E d ge “b righte ning” 123456 E d ge “b righte ning” Chip s Scra tche s Housing De nts G ouge s .

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

the repair is classified as Paid Service.33mm. Single dent less then 1mm. 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. or bent bezel.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. or bent bezel. broken plastic. 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. depth less than 0. broken plastic. Da ma ge d Dock Conne ctor Bent pins. .

Apple and providers should update the software on the iPad to the latest version. Disa sse mb le d Unit or Missing P a rts. an iPad may still be eligible for warranty service if the failure is due to a defect in materials and workmanship. (923-0372 Current Check cable with Lightning connector or 922-7872 iPod Current Check cable with Dock Connector). Connect the iPad to a 10W (12W) charger for 20 minutes. for more information. 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 iPad to a PC or Mac and see if iTunes or the System Profiler show the iPad. No P owe r Symp tom Generally. 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. connecting to the USB charger. back housings or other non-Apple installed parts. IF T HE IP AD SOFT WAR E HAS BE E N MODIFIE D. As part of the service process. Counte rfe it or Non-OE M P a rts. Check all devices with a no-power symptom carefully for the indicators above and run them through the tests below. iPod touch must be assembled and a complete unit to receive Paid Service. Note : Catastrophic damage may be covered for AppleCare+ users in certain countries. Be fore te sting Confirm that the iPad has a no-power symptom before performing any of the tests below: 1. Including units that are destroyed or inoperable due to unauthorized modification. and the inability to use the iPad due to unauthorized software modifications is not covered under the iPad’s warranty.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. the repair is classified as Catastrophic Damage. Connect the correct Apple Service part. The iPad will show no sign of power when pressing the power button. 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. Refer to Apple Support article OP691: Coverage eligibility for products covered by AppleCare+. to the appropriate size power adapter and a multi-meter and observe if . or connecting to a Mac or PC. Including aftermarket displays. Ca ta strop hic Da ma ge . iPad devices with modifications or missing internal components will not power on. 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. Regardless of the presence of unauthorized software. 2.

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

P rod ucts.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. If the device has a static. or 0 amp (open circuit) measurement. Forge d E tching on the rear housing. Non-OE M P a rts. Authe ntic E tching Check the etching on the rear housing. or R e a r Housing Refer to the following article about modified devices. . 1234567 Disa sse mb le d Unit or Missing P a rts Must be assembled and a complete unit submitted to receive Paid Service. 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.

Tapping on a complete device produces a consistent dull thud.44 lb (652 g) 1.69 lb (312 g) iPad (4th gen) 1.6 lb (730 g) X iPad 2 1. 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) 0.46 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.35 lb (613 g) 1. When tapping on the enclosure of a suspect device.For a correct measurement: Power on and zero an empty scale. Verify scale accuracy using an equivalent specification iPad.34 lb (607 g) iPad (3rd gen) 1. .33 lb (601 g) 1.44 lb (652 g) 1.46 lb (662 g) 1.68 lb (308 g) 0.5 lb (680 g) 1. Wi-Fi Wi-Fi + 3G (AT&T) Wi-Fi + 3G for Verizon iPad 1. listen closely for a hollow sound.46 lb (662 g) iPad mini 0. Remove protective plastic films and cases from iPad.

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

In order for the device to be eligible for service. IF T HE iP HONE SOFT WAR E HAS BE E N MODIFIE D. Making unauthorized modifications to the software on the iPhone violates the iPhone software license agreement.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. Refer to Apple Support article OP691: Coverage eligibility for products covered by AppleCare+ . T hird -P a rty Disp la ys Original Apple Display Third-Party Displays with incorrect proximity style . 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. the user should submit the device with its original components. 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. an iPhone may still be eligible for warranty service if the failure is due to a defect in materials and workmanship. Note : Catastrophic damage may be covered for AppleCare+ users in certain countries. for more information. and the inability to use the iPhone due to unauthorized software modifications is not covered under the iPhone warranty. 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.

misaligned camera. Original Apple Display Third-Party Display with incorrect proximity style. and non-original receiver mesh. The only iPhone 4 and 4S display colors eligible for warranty are black and white. 12345 Misa ligne d /Incorre ct Sp e a ke r Me sh . 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. Third-party displays can also be identified by their color.

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

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

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

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