IOS Device Qualification Training Module 2

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iOS Device Qualification Training Module 2

Introduction & Course Map
This review will prepare technicians to take and pass the timed, open-resource iOS device Qualification Exam.
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.
The exam is an open resource exam which means you will need to use both the course content, including the Additional Resources section, and all
the linked resources such as GSX and Apple Service Articles to find the answers to the questions and so pass the test.
Course Modules
The course is divided into four consecutive modules which must be taken in order but need not be taken all at once. The total training time for all
four modules is three hours.
Module 1: iOS Device Foundations

This module describes Apple's iOS devices in terms of iPod, iPad and iPhone model differences and each device's features, functions and basic
operations including backup, sync and restore. Also included is Apple's Warranty terms and conditions for your reference. The sections are:
Introduction
Learning Overview
iPad Models at a Glance
iPhone Models at a Glance
iPod Models at a Glance
iPhone Setup
Restore
Backup
Syncing
Warranty Coverage
Module 2: Evaluate the Issue

This module begins the troubleshooting process with an introduction to the WARMTH customer communication model. WARMTH teaches you how
best to engage the customer in order to identify and agree on the issue to be resolved. The Evaluate module continues by following the triage
workflow and discovery process from probing questions to diagnostics and Visual/Mechanical Inspection. VMI details the types of issues and
modifications that are covered in warranty, out of warranty and not covered at all. Included are video examples of how to get the best information
from customers and how to position unwelcome news. The sections are:
WARMTH Customer Service Model
Workflow Overview
Begin Troubleshooting, Evaluate, Isolate and Resolve
Attain Warranty Status
http://service.info.apple.com/service_training/en/ios/ios_qual_2/printer.html
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Evaluate
iOS Diagnostics
VMI iPad
VMI iPhone
VMI iPod touch
Unauthorized Modifications iPad
Unauthorized Modifications iPhone
Unauthorized Modifications iPod touch
Positioning a Refusal of Service
Module 3: Isolate the Issue

This module takes a deep dive into finding the root cause of the issue using the integrated troubleshooting circle model. It teaches you to focus on
the cause by asking if the issue is device-related or not. Then, if the issue is with the device, is it hardware or software? If it's a hardware issue is it...?
- and so on, until you have isolated the issue and know how to resolve it.
Also included is a list of frequent iOS device issues and their symptoms.
The sections are:
Isolate
Frequent Issues: iPad, iPod touch and iPhone
Module 4: Resolve the Issue

This module details the Replace/Return/Repair process including documentation requirements, and provides a series of iOS device resolutions. It
includes known quick fixes, technician safety information, and video of repairs being performed.
Additionally there is video of customer interactions that help you position a repair and avoid conflict.
The course ends with video of a Fond Farewell that creates customer loyalty and underlines the business advantage of excellent customer service. The
sections are:
Resolve
Replace/Return/Repair
iPad Quick Fixes
iPod touch Quick Fixes
iPhone Quick Fixes
Safety & ESD (electrostatic discharge) Prevention
iPhone 5 Repairs
iPhone 4/4S Repairs
iPhone 3G/3GS Repairs
Documenting the Issue and Its Resolution
Fond Farewell
Additional Resources
WARMTH Customer Service Model

The Customer Experience Skills introduced in this course are part of the WARMTH model of customer service. An overview is shown below, and to
see the complete WARMTH 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.
RECOMMEND 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.
THANK the customer for choosing your store and offer continued support
Build good customer relations and loyalty with a positive wrap-up/invitation to return.
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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 Overview
iOS Device Triage Workflow
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Begin Troubleshooting: Evaluate, Isolate and Resolve
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
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3. Resolve
Subsequent sections cover each of these stages in greater detail.
Create a functional benchmark

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.
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.
Attain Warranty Status
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).
About Screen
Tap Settings > General > About to view your serial number, IMEI/MEID, and
ICCID. The screen shown is from an iPhone, but the information is also
available on iPad and iPod touch.
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.
iPhone 5
The IMEI is engraved on the back case, near the bottom. The MEID number uses the first 14 digits, disregarding the last digit.
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iPad and iPod 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).
iPhone 3G, iPhone 3GS, iPhone 4 (GSM model), and iPhone 4S

Remove the SIM tray. The serial number and IMEI will be printed on the SIM
tray as shown here.
When an iPhone 4S is activated on a CDMA carrier, the SIM tray displays both
the MEID and the IMEI number as 15 digits. The MEID number uses the first
14 digits, disregarding the last digit, and the IMEI number uses all 15 digits.
Original iPhone
The original iPhone serial number and IMEI are engraved on the back metal
case as shown at left.
Getting the information from the device packaging

The serial number and IMEI/MEID are also printed on the barcode label on the device's original packing.
Setting Expectations
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 that you have the serial number, check that the iOS device is eligible for warranty service:
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.
Evaluate
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?
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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.
Video Tutorial: Open and Closed Questions

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.
Open Closed
Video Tutorial: Checking For Understanding By Using Reflecting 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
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what Im hearing is.

sounds like
did I get that right?
Here are video examples of poor, then good reflecting skills:
Reflecting Skills
Device and Non-Device Related Issues

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 VMI guide follows this page and shows the circumstances under which service is:
Covered
Covered only as a paid service
Not covered under any circumstances.
Diagnostics and Other Troubleshooting Techniques

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.
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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.
Other techniques to use in the Evaluation stage

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 Diagnostics
Understanding Diagnostics
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.
Benefits for the Technician
The iOS device can now send you a full report of the operations of the device
via GSX. In addition, the information returned will provides 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.
Initiating the Diagnostics
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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:
Email: When the customer's email address has been entered, a link is sent to the customer to begin the diagnostic request process.
Manual: 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.
Send an Email Diagnostic Request

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.
Send a Manual Diagnostic Request

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 device and type diags://nnnnn, where 'nnnnn' represents the ticket number shown in GSX. For
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example, diags://40216
Have Customer Send Diagnostic Data
Retrieve iOS Diagnostics Results in GSX

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 Diagnostic Test Details
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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 Diagnostic Test Details
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.
Serial Number Mismatch
If you receive a serial number mismatch error, double check the serial number of the device.
VMI "iPad"
VMI: Covered Service

Click on each thumbnail to see examples of damage which would qualify for Covered Service:
Single Fracture to Front Glass with no sign of exterior damage
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Two-Legged Cracks to Front Glass with no sign of exterior damage
Newton Rings / Battery Swelling
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Battery Swelling
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Battery Swelling
Battery Swelling
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Bright or Dead Pixels. Upon user claim only. Refer to article:HT4044HT4044
Debris Under Display Glass
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Display Bezel Detached From Glass

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: Paid Service

Click on each thumbnail to see examples of damage which would qualify for out-of-warranty Paid Service:
Dent(s)
Failure caused by accidental damage is not covered.
Multiple Fractures to Front Glass
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Any LCD Display Fractures

Under the glass cover.
Fractures to Front Glass
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Pieces of Front Glass Missing
SIM Tray Jammed
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Manually Cut SIM.

Will likely jam inside iPad.
Cracked Antenna
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Extreme Abrasion, Button Damage from Drop or Puncture Holes
Bent Enclosures
Including minor separation of the enclosure or damage to the 30-pin dock connector housing or Lightning connector.
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Damage to Audio Port
Corner Dent
Failure caused by accidental damage is not covered.
Warranty exceptions may apply for customers with AppleCare+ (where available) for iPad.
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Liquid Contact Indicator (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 "iPhone"
VMI: Covered Service
Eligible For Warranty Service:

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 Fracture to Front Glass or Back Glass
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Band Split/Offset
Scratched Camera Lens

Replace back cover only, even if liquid damaged.
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Debris Under Display Glass or Pixel Anomaly

Upon user claim only.
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Eligible For Out-Of-Warranty Service:

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.
Liquid Damage Confirmed by User

LCI internal iPhone 5
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LCI external iPhone 5
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LCI internal iPhone 5
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Extreme Abrasion, Button Damage / Missing from Drop or Puncture Holes
Extreme Abrasion, Button Damage / Missing from Drop or Puncture Holes
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Clear Evidence of Corrosion or Internal LCI Triggered
Damaged Lightning Connector

Bent pins, broken plastic or bent bezel.
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Damaged Dock Connector

Bent pins, broken plastic or bent bezel.
Bent/Split Enclosures
Including a severe separation of the enclosure, bent bezel or bending of unit.
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Audio Jack / Speaker Grill Damage with Foreign Material that Cannot Be Removed
Including broken headphones and other accessories.
Ineligible for Service:

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.
Disassembled Unit or Missing Parts

Must be assembled and a complete unit to receive service.
Catastrophic Damage
Including units that are destroyed or forcibly separated into multiple pieces.
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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.
Enclosure Wear Characteristics:

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.
Edge brightening
Chips
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Scratches
Housing Dents
Gouges
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Scratching
VMI "iPod touch"
Visual Mechanical Inspection

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.
Liquid Contact Indicators (LCI)

An iPod that has failed due to accidental or liquid damage is eligible for Outof-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.
Debris or Corrosion in Ports
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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.
Guidelines for Classification
Minor
Covered Service: 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 Display Fracture
Slight Surface dents & Single Surface dent

Multiple surface dents, depth less than 0.33mm, Single dent less then 1mm.
Debris Under Display Glass & Bright or Dead Pixel

Upon customer claim only.
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Repairable
Paid Service: If the damage for which the customer is seeking service is described below, the repair is classified as Paid Service.
Liquid Damage Confirmed by Customer
Clear Evidence of Corrosion or Liquid Damage
Multiple Covered Glass Fractures
Damaged Lightning Connector

Bent pins, broken plastic, or bent bezel.
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Damaged Dock Connector

Bent pins, broken plastic, or bent bezel.
Audio Jack with Foreign Material that Cannot be Removed

Including broken headphones and other accessories.
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Not Repairable
Catastrophic Damage: 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.
Disassembled Unit or Missing Parts. iPod touch must be assembled and a complete unit to receive Paid Service.
Catastrophic Damage. Including units that are destroyed or inoperable due to unauthorized modification.
Counterfeit or Non-OEM Parts. Including aftermarket displays, back housings or other non-Apple installed parts.
Unauthorized Modifications "iPad"

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 THE IPAD SOFTWARE HAS
BEEN MODIFIED, THE IPAD MAY BE INOPERABLE OR BECOME INOPERABLE WHEN THE SOFTWARE IS UPDATED.
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 Power Symptom
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.
Before testing
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.
Verify the serial number on the rear 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.
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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 Service
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.
Disassembled Unit or Missing Parts

Must be assembled and a complete unit submitted to receive Paid Service.
Non-OEM Parts, Products, or Rear Housing

Refer to the following article about modified devices.
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Authentic Etching
Check the etching on the rear housing.
Forged Etching
on the rear housing.
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Unit Pried Open
Unit Pried Open
Catastrophic Damage or Unauthorized Modifications

Including units that are destroyed or forcibly separated into multiple pieces or inoperability caused by unauthorized modifications.
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Tap Test
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
Modified iPads may contain substituted weights of metallic or other material to give the impression of a complete iPad.
Calibrated Weight Test

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)
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)
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A variance of +0.4 ounces (10g) is outside of specification and therefore a fail.
Handling Unauthorized Modifications with the Customer
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.
Unauthorized Modifications "iPhone"

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 THE iPHONE SOFTWARE HAS
BEEN MODIFIED, THE iPHONE MAY BE INOPERABLE OR BECOME INOPERABLE WHEN THE SOFTWARE IS UPDATED.
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.
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.
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Examples of Unauthorized Modifications

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 service claims that are denied due to unauthorized modification must be clearly recorded in the service history.
Third-Party Displays
Original Apple Display
Original Apple Display
Third-Party Displays with incorrect proximity style
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 device is returned with its original components. The following images are examples of color changes
not eligible for service.
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Misaligned/Incorrect Speaker Mesh
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.
Camera Check
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 device is returned with its original components.
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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
Unauthorized Modifications "iPod 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 THE iPOD TOUCH
SOFTWARE HAS BEEN MODIFIED, THE iPOD TOUCH MAY BE INOPERABLE OR BECOME INOPERABLE WHEN THE SOFTWARE IS UPDATED.
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.
Visual Mechanical Inspection

Catastrophic Damage: If the damage for which the customer is seeking service is described below and is caused by abuse, the repair is Catastrophic
Damage.
Disassembled Unit or Missing Parts. iPod touch must be assembled and a complete unit to receive Paid Service.
Catastrophic Damage. Includes units that are destroyed or inoperable due to unauthorized modification.
Counterfeit or Non-OEM Parts. Including aftermarket displays, back housings or other non-Apple installed parts.
products covered by AppleCare+, for more information.
Positioning a Refusal of Service

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.
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Video Tutorial: Positioning a Refusal of Service

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.
Positioning a Refusal
Begin Module 3
Click the Link below to begin Module 3

Click to begin Module 3
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IOS Device Qualification Training Module 2

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iOS Device Qualification Training Module 2

Module 1: iOS Device Foundations

Module 2: Evaluate the Issue

Module 3: Isolate the Issue

Module 4: Resolve the Issue

WARMTH Customer Service Model

ASK good questions to discover and confirm needs and issues

RECOMMEND an appropriate solution

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

Begin Troubleshooting: Evaluate, Isolate and Resolve

Create a functional benchmark

Attain Warranty Status

iPad and iPod touch

iPhone 3G, iPhone 3GS, iPhone 4 (GSM model), and iPhone 4S

Getting the information from the device packaging

Video Tutorial: Open and Closed Questions

Video Tutorial: Checking For Understanding By Using Reflecting Skills

what Im hearing is.

Device and Non-Device Related Issues

Diagnostics and Other Troubleshooting Techniques

Click Request Diagnostics.

Other techniques to use in the Evaluation stage

iOS Diagnostics is a fully integrated tool used to retrieve diagnostic

Initiating the Diagnostics

Send an Email Diagnostic Request

Send a Manual Diagnostic Request

Have Customer Send Diagnostic Data

Retrieve iOS Diagnostics Results in GSX

iOS Diagnostic Test Details

Serial Number Mismatch

VMI: Covered Service

Single Fracture to Front Glass with no sign of exterior damage

Two-Legged Cracks to Front Glass with no sign of exterior damage

Newton Rings / Battery Swelling

Newton Rings / Battery Swelling

Newton Rings / Battery Swelling

Bright or Dead Pixels. Upon user claim only. Refer to article:HT4044HT4044

Debris Under Display Glass

Display Bezel Detached From Glass

VMI: Paid Service

Multiple Fractures to Front Glass

Any LCD Display Fractures

Fractures to Front Glass

Pieces of Front Glass Missing

SIM Tray Jammed

Manually Cut SIM.

Extreme Abrasion, Button Damage from Drop or Puncture Holes

Damage to Audio Port

Liquid Contact Indicator (LCI)

VMI: Covered Service

Eligible For Warranty Service:

Single Fracture to Front Glass or Back Glass

Single Fracture to Front Glass or Back Glass

Scratched Camera Lens

Debris Under Display Glass or Pixel Anomaly

Single Fracture to Front Glass or Back Glass

Eligible For Out-Of-Warranty Service:

Liquid Damage Confirmed by User

Liquid Damage Confirmed by User

Liquid Damage Confirmed by User

Extreme Abrasion, Button Damage / Missing from Drop or Puncture Holes

Extreme Abrasion, Button Damage / Missing from Drop or Puncture Holes

Clear Evidence of Corrosion or Internal LCI Triggered