Face ID - Iphone needs to "warm up"

I have a brand new 11Max. It's never been dropped, wet, or mistreated. Always in a case and have had it for less than 5 months. First 4.5 months it has been the perfect phone (came off android bc of the buggy experience). However, the past 2 weeks, my phone has given me issues with my Face-ID. First it won't work, at all. and just says that I need to enter my pass code to enable it. But after doing that, it still won't work to open the phone or to open apps.

I went to set a 2nd appearance, and I got an error that my phone needs to "warm up"!!???

I spoke to support and they have never heard of this. We did a diagnostic, then restored the phone to brand new, and after a few tries it finally let me set up my face-id... but once again, the issue persists.

Has anyone out there seen this?

I know in the big scheme of things this is a 1st world problem, but I didn't almost $1500 to manually log into my "cutting edge" iphone...

I kinda of just want them to replace the phone.