O2 repairs diary (aka: not practicing what you preach)

[viridis]

Now, many of you are aware that 28 data after having my Sony Xperia Z5 Premium I had a serious issue that needed a replacement sending out. For transparency here it is.

 

Now I know what you're thinking, it's scratched to hell. ... but it's not, see..

 

What it is, is the uv lens film coming away from the surface of the lens..in other words... not good as I can't take shots like this anymore..

Now look at those pics, edge to edge clarity and great detail definition...

O2 replaced the device under the New 30 day rule. I breathed a sigh of huge relief..... if only prematurely. 

Roll on the following working day and my shiny new Z5 premium arrives. I set it up using my backup from the previous day and proceed to check things over.. I get to the camera...

I immediately feel a gut wrenching reality come over me, this phone has the (very well known) left blur issue (or to name it correctly, mis-aligned lens).

I immediately get on the phone to o2, within an hour of the New phone being delivered I was on hold to returns and repairs... got cut off. Tried again....no answer.

as an emergency means, I got on live chat...

After a soul crushing chat in which the operator asked for my imei for unlocking purposes, the end advice was "you want a replacement, use your insurance" to which I was understandably furious beyond comprehension. (@Toby will verify) yada yada next day I get a call thanks to @Toby from customer care who explain although the law States "30 days from date of supply" o2's stance and translation means "30 days from date of original sale" now I'm not gonna go into the ins and ours of legal definition, but tbh this made me not a happy customer. My only realistic option was o2 repairs or Sony repairs.

Now, I'll be honest, the temptation to drop it and pay the £60 excess was very tempting but why should I? I'd already been hit with a very unfair charge of £30 for the screen protectors that needed replacing with the replacement phone, they sent a new set of panzer glass, then charged me full whack for them.

(Now btw I have to get ANOTHER set of glass at full price too btw, £60 on protectors due to faulty goods...)

As said, my only options were o2 repair, or Sony. Unfortunately Sony now use SBE Ltd, who seem to by one of very few repairers with as equal a reputation as o2 repair centre Anovo.

The lesser of 2 evils was o2 (still insured and less hassle with o2 services) 

Now, what is a mis-aligned lens (left side blur)..

It's when the centre and right of you pictures look like this

but the left looks like this..

Centre

Left

Centre

Left

Centre

Left

Now, I'm no Pulitzer prize winning photographer, but even I can see that's a screwed lens.

To be continued... (on my lunch break)

[jonsie]

Just.....shocking....!!!

[viridis]

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@jonsie wrote:

Just.....shocking....!!!

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You could say that.

So for the "public" update.

The phone was definitely, 100% opened and worked on.

I know this because of this hair under the lens glass..

 

I also know it's been opened because the left side is no longer blurry. Instead, it's the right side that has the exact same problem that the left did previously.... And I mean the EXACT same issue. Same amount, same ghosting, same blurry mess. It's almost like the lens coil assembly was just rotated.......

That's the left now...

Now look at the right, what a mess.

Left...

Right...

Left..

Right.....

It's like it just flipped 180....

Oh, and just one last thing...

Now I did toy with not writing this on here as I'm waiting for assistance but I feel it's only fair to put everything on here as it is a diary...

The chassis cover on the right hand side has been damaged.

By the camera button the top side is dented in and has very small scratches along the dent edges, similar to slipping out a clamp or vice.

I have adjusted the image to show that due to the dent, the frame is slightly bulging on the rear, running your finger down the back you can feel the raised area.

That's all I want to say on the subject for now as I intend to escalate this as I just don't trust anovo to repair it.

I'm hoping @Toby will assist me where he can as obviously this is now a failed repair and I know I can legally get the device refunded. But all I wanted is what is advertised and what I know exists as I've already owned one with a good lens.

I'll update the thread with any updates to the escalation, but obviously as one of the regulars on here I feel that all the warnings to go to manufacturers are justified.it's a real shame tbh as all the o2 staff that i have spoken to or seen regarding this have been nothing but helpful. The problem arose when the word anovo comes into play.

Very, very let down is an understatement.

[Cleoriff]

Shocking @viridis absolutely bloody shocking. I can't believe it has been returned in a far worse state than when you sent it in.  I suspect you are wishing now that you had left it alone and put up with the photography defects.

Though having said that ...why the hell should you have to live with any poor quality issues in a brand new flagship phone? Shoddy beyond belief.....:smileysad:

[Curr946]

Im speechless

[viridis]

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@Cleoriff wrote:

Shocking @viridis absolutely bloody shocking. I can't believe it has been returned in a far worse state than when you sent it in.  I suspect you are wishing now that you had left it alone and put up with the photography defects.

Though having said that ...why the hell should you have to live with any poor quality issues in a brand new flagship phone? Shoddy beyond belief.....:smileysad:

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The worst but is that gutting feeling when your paranoia becomes reality.

Not a clue what I can do

[Curr946]

Demand a brand new replacement

[jonsie]

I had a really bad feeling about this all along. This company is disgraceful and I would never trust them or let them even look at a flagship phone. What sort of quality control do they have? I know what kind of technicians they have and I use that term very loosely. Absolutely disgraceful how they have sabotaged a precision piece of engineering and returned it like a bodged airfix kit.

[jonsie]

Let's hope @Toby has some influence and get you the brand new replacement you are entitled to. Mind you, it will probably mean Anovo will have to up their fictitious water damage claims as they should be held accountable for their botched work.

[viridis]

Wonder if it's even still waterproof...

[viridis]

Yaknow I'm not sure it is...
Pressure test drops straight back down.