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)

[Cleoriff]

Feeling of deja vu @viridis?

Anyway can I just ask the purpose of THIS return. Are Anova checking the damage Anova did to the phone when it was returned to Anova for repair??. If this is the case, isn't this slightly illegal? (or immoral...or strange)

Like me being diagnosed wrongly by one GP and complaining and then being sent back to the same GP for re-assessment...

[jonsie]

All a bit suss innit....

[viridis]

I'll admit, that part did make me very despondent.

[Cleoriff]

---

@viridis wrote:
I'll admit, that part did make me very despondent.

---

And I can understand why.

I expect you are waiting for a report which will infer they are blameless ...and you have caused the damage?

(You don't need to answer this...I am just thinking out loud...whilst recalling how many times this has been said to other members)

Good job you have taken so many pictures @viridis....

[viridis]

I'm just sick of having to wait and being put through hoops for resolution on something that is in no way my responsibility.
I've told them I want a brand new replacement, failing that a refund on the device plan. But no I have to send it back to the little repair shop of horrors even though I've provided undeniable proof that the repair failed at the minimum.
I don't want that phone back after its been treated with that much disregard.
Feeling so low about this all now and it shouldn't be this way.
End of.

[Toby]

HI @viridis,

I'll do all I can to get an update asap. I'm grateful for your patience up until this point and I hope we can sort this out quickly.

[gindygoo]

Just caught up on this fiasco... What an epic fail.

Just adding my sympathies, I'll keep an eye on this thread as I'm interested to see if O2 do the right thing and give a brand new device, or refund u in full (with some sort of goodwill gesture for the aggro).

😞

[jonsie]

Monday is another week,  let's hope this is the week is supported! 

[viridis]

It was collected Friday morning and currently says:
In progress.

[jonsie]

---

@viridis wrote:
It was collected Friday morning and currently says:
In progress.

---

Bated breath, on a wing and a prayer....