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]

How can I put this? We always express sympathy to others when they come here and complain about Anova.

Personally I have never used them so I can only go on what I read about this shoddy firm. This diary has changed things for me. We have had a full detailed explanation on every single aspect of all these major issues. A great diary ....giving an in depth tale of true mediocrity at it's very worse. Appalling

[jonsie]

I don't think they can ever dream of achieving even mediocrity....

[Curr946]

The thing is, generally people post here about the repairs because they are unhappy. There will be a lot of satisfied customers out there.... Im sure.... Honest..... No really..... Come on guys, there will be..... There has to be.... My wife's s6 was swapped, does this count as a successful repair.... No.... Ok....

[Toby]

Hi @viridis, thanks for the ongoing updates. I'll get to your PMs this morning when I can and we'll investigate this for you as you have been trying with this now for some time.

[viridis]

Just been sent a survey asking about my repair experience. ...

[Curr946]

Hmmmm Zeros all round

[jonsie]

That will make very interesting reading.....

[Cleoriff]

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@viridis wrote:
Just been sent a survey asking about my repair experience. ...

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How nice of them...keyboard at the ready then.....:smileysad:

[jonsie]

I think I could quote most of the comments on there.....

[viridis]

(6)If the consumer requests or agrees to the repair or replacement of goods, the period mentioned in subsection (3)or (4) stops running for the length of the waiting period.

(7)If goods supplied by the trader in response to that request or agreement do not conform to the contract, the time limit for exercising the short-term right to reject is then either—

(a)7 days after the waiting period ends, or

(b)if later, the original time limit for exercising that right, extended by the waiting period.

In other words when I contacted o2 about the fault on the replacement, and was told I cannot have a second replacement.

My 7 day right to reject the faulty replacement was denied to me.