Solved: O2 repairs diary (aka: not practicing what you pre... - Page 21

viridis · ‎20-01-2016

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)

MI5 · ‎03-02-2016

You couldn't make it up !

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

viridis · ‎03-02-2016

MI5 · ‎03-02-2016

Incompetent beyond words......

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Toby · ‎03-02-2016

Talking to the team now @viridis

Fancy writing a great device review or O2 forum guide? Send me a message!

Get involved:
• New to the community? This is how you get help.
• Want to know who we are? Come and say hi to us.
• Want to have a chat? Drop me a direct message.

viridis · ‎03-02-2016

Oh, and they're lying.
they opened it up and put camera back how it was. No hair, lens rotated back. Still dented on the side tho.
nice attempt at getting out of the liability to o2 I guess...

gmarkj · ‎03-02-2016

just... i mean... really?!?!?

firstly, they should be well aware of the issue - if not by communication with the customer, then just by googling it.

but that label. wow. overkill much? why not get some plastic seal-able bags to put it in?

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).

Link to our guide on how to contact them can be found here

Toby · ‎03-02-2016

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.

Fancy writing a great device review or O2 forum guide? Send me a message!

Get involved:
• New to the community? This is how you get help.
• Want to know who we are? Come and say hi to us.
• Want to have a chat? Drop me a direct message.

viridis · ‎03-02-2016

Ok, any idea on timespan?

viridis · ‎03-02-2016

Oh and that note 4 still hasn't arrived @Toby, sent parcelforce?

viridis · ‎03-02-2016

Tbh I'm just confused as to why it even went back to anovo where, they clearly have rectified some of their screw ups and then just sent it back saying they couldn't find anything wrong. The "between the lines" emphasis being that they never caused the damage or did the bodged repair, putting the liability back on me or o2.
Leaves a sour taste tbh

O2

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