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)

[gmarkj]

isn't the problem a little more broad than that - if the same issue is on a number of handsets (same batch?) then each NEW phone would also be faulty.

if fault develops after manufacturing process, then component problem - still could affect all new handsets.

so even if owed a new handset under CRA/SOGA then would see same problem.

not checked myself, but is the fault raised elsewhere (xda forum, sony website, A.N.Other)?

[viridis]

Yes it's a known fault.
But is not on every device as my first z5 premium did NOT have the issue.(as proven in post 1)
Considering the camera is the sole advertising focus of the Z5 range as a whole, an issue with the camera is a major one.
I'd say it's more a batch issue with sensors and approx 75-100+ people on forums have the issue.
As said, if I get the quality of my first z5 I'll be happy.

[gmarkj]

apologies, didn't read all of the thread before posting (read the first bit last night and not slept well)...

so the first issue was the uv filter and the second was a narked camera (causing blur). both of which could be manufacturing and/or batch problem.

I realise that the staff in store are not all up to scratch, but they should be able to see the issue when taking a photo.

have you noted which batches your phones have been from (just to check against new one), and has anyone done that elsewhere (listed good/bad numbers)?

[viridis]

Impossible to tell batch numbers of camera modules without opening.
Although my first z5 was 15w43 and the one with narked module was 15w49.
To clarify tho, the uv film is not attached to the cam module, it is on the rear panel lens glass cover.
So separate entities completely...

[gmarkj]

wouldn't that (in theory) be an easy fix then? remove old/damaged filter and replace with new?

would need correct "parts" but no more difficult than replacing a screen?

(as you can tell, I'm both a novice at phone repairs and a little naive when considering Anovo's reputation!!)

[viridis]

Replacing the back panel would be an easy repair for a repair centre.
But was offered an exchange and I took it.

[gmarkj]

not surprised - new phone, no issue!

maybe that's what they've done again - swapped for new phone (not refurb) - knowing that sony has an issue with a batch...

[viridis]

I've had it confirmed it's a "repair" and not replaced.
Only problem being... no details at all of what they have done.

[gmarkj]

based on the timeline you posted earlier, not much if anything!

[jonsie]

Hopefully we will soon find out. ...