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]

Any more news on this @viridis I take it nothing is resolved as yet.....?

[viridis]

Dunno if you can tell but I'm pretty annoyed.
But I know my rights now.
I reject this repair that shouldn't have even happened but was forced on me.
And I fully expect my right to a replacement or refund be honored by O2
(Refund will be pointless as It would just wipe out device plan and id still upgrade to a premium)

[viridis]

Not one word @Cleoriff
Aside from Toby helping and chasing up btw

[viridis]

Just venting....
#dontmindme

[Cleoriff]

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@viridis wrote:
Not one word @Cleoriff
Aside from Toby helping and chasing up btw

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I know you are more than annoyed and so you should be @viridis.  I am sickened that they are hoping 'you will just go away'.....(I know you wont)

[Cleoriff]

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@viridis wrote:
Just venting....
#dontmindme

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Vent away...you have every reason to be as mad/annoyed/upset/angry/depressed about this whole fiasco....

[viridis]

Why would I, I've got a £650 phone in it's box at home that I won't touch until I get this sorted.

[jonsie]

Who have you contacted so far @viridis

CEO?

[viridis]

Not yet @jonsie
I believe it has been escalated internally to be investigated.

[jonsie]

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@viridis wrote:
Not yet @jonsie
I believe it has been escalated internally to be investigated.

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This needs to addressed urgently and I would have hoped you had already got the call.....