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)

[Curr946]

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@Cleoriff wrote:

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@viridis wrote:
They also got it in a retail box with all the accessories and in box documents.
which now has a great chuffing uk mail sticker covering it.

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Even that part is damn annoying if ever you chose to sell it on...loses value without the original box intact and unmarked?

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not as much as being bodged up

[viridis]

Dear Lord Viridis

You'll be pleased to know your phone is has now been received at our repair facility and will be repaired shortly. You can track its progress by following this link: www.o2.co.uk/o2repairs Here are the details, please keep hold of them as you might need them.

Repair no.                  Xxx

Phone Type               Xperia Z5 Premium

IMEI                            3543xxxxx

Collection details:  ......

Why is that phone being repaired?

[Cleoriff]

God only knows @viridis.

I thought it was going in so they could check the damage they caused (from the previous NON repair)...and then you would hopefully be sent a brand new phone?

[viridis]

That's what I asked for yes @Cleoriff

[Cleoriff]

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@viridis wrote:
That's what I asked for yes @Cleoriff

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Yes I was sure that was the case. I tell you what I would find totally frustrating ...is being unable to speak to someone in authority at the point of repair....or a senior manager responsible for replacement.

It appears there is a massive breakdown in communication. You know the full story....you know what has been done and what hasn't and what you think should happen...

Someone in authority needs to realise that this phone should not have gone in for another repair. It went in for assessment of shoddy work and the damage Anova did to your month old phone

[viridis]

I can't speak on phone anyway, too ill.
Don't need this crap tbh

[jonsie]

I truly feel your pain @viridis. It seems you are really going to have to fight and jump through hoops to get a new phone out of them. Looks like O2 are determined to let these cowboys put right their shoddy work.

[Curr946]

CEO complaint?

[viridis]

@Toby
Can you find out if it is the case that o2 are looking at replacing this with a new (not a refurb) handset, when they have finished investigating?
I have requested so.

[viridis]

Just very concerned by this "being repaired" nonsense I stated I did not want.