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]

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@Toby wrote:

Hi @viridis,

Because our team has changed the normal process to try and rectify this in the best way possible (in that you'll be getting a brand new device), this package was returned as if it was not an actual repair job. We are still going ahead as how I described to you via PM. This was simply an (admittedly confusing) offshoot of that. You should be getting a call in a few days! We'll also see if we can potentially add some accessories for you.

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If this is the case @Toby then all good...Even though, as you admitted yourself, it was a little confusing.

[gmarkj]

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@Cleoriff wrote:

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@Toby wrote:

Hi @viridis,

Because our team has changed the normal process to try and rectify this in the best way possible (in that you'll be getting a brand new device), this package was returned as if it was not an actual repair job. We are still going ahead as how I described to you via PM. This was simply an (admittedly confusing) offshoot of that. You should be getting a call in a few days! We'll also see if we can potentially add some accessories for you.

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If this is the case @Toby then all good...Even though, as you admitted yourself, it was a little confusing.

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and even more confusing if the customer wasn't aware of the change in process and/or what to expect...

[MI5]

So you'll have 2 phones after all this shakes out.....?

[jonsie]

You'll get a call in a few day....they like dragging things out and upping your stress levels for sure.

[viridis]

Yeah I'm getting used to waiting...

[Cleoriff]

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@viridis wrote:
Yeah I'm getting used to waiting...

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Ah bless......Tick Tock....:smileywink:

[Toby]

I appreciate that it is confusing guys and I shall keep on the issue to its resolution. I'll PM you asap when I know more @viridis.

Has anyone else here used the repair service lately?

[viridis]

Cheers Toby,
Note 4 just arrived btw.

[jonsie]

Too many horror stories about Anovo @Toby to even consider sending any device to them. 

[gmarkj]

been lucky enough to never need a repair... (fate sealed now really isn't it!!)