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]

I can see this running and running. Even I can see the difference with my defective eyes. I sincerely hope the issue is fixed when you get the phone back but I have a really bad feeling that the phone is going to show some form of damage even if the lens has been replaced.

[viridis]

Part 2 will show my pre-emptive hi resolution images showing the "immaculate" phone I sent to be repaired.
I have covered my bases.

[Toby]

Thanks for posting this @viridis and do keep sharing the info! It provides a really thorough account that we can learn from and improve. I'll also assist you should the need arise.

Also, well done on using the new Product Mention feature for your Sony Xperia Z5 Premium 

[viridis]

Thanks @Toby , I shall continue to keep you informed with each status update as I have been. And thank you for collating all this info should escalation be required.
latest is : on its way back to store

[Curr946]

Oh mate, you shouldn't have this much bother with a new phone.

[Cleoriff]

I also can see this being a long running saga @viridis. It's a real fiasco in my opinion. Many of us know of your love of Sony products. We have been delighted at the quality of photographs you provide in your forum guides. I know you love photography and the camera has to be excellent to suit you. Why not? You buy premium products to get what you want. Personally I feel more sick at the thought that you traded in your S6 Edge (by your own comment.. the best phone ever) and ended up with this.:smileysad:

[Cleoriff]

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@viridis wrote:

latest is : on its way back to store

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So we soon will have the verdict then? Wasn't that a bit quick to fix a defective camera module?....

[viridis]

Well, yeah.
tbh tho.. the camera on my first z5 was slightly better than the s6 in all aspects excluding low light....
speaking of which...

this is what the mis-aligned lens does to night shots...

Too blue. ...

[Cleoriff]

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@viridis wrote:
Well, yeah.
tbh tho.. the camera on my first z5 was slightly better than the s6 in all aspects excluding low light....
speaking of which...

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Yes I realise this part about the camera on the first Z5......but commiserating re your issues with the second one.