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]

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@viridis wrote:
Yes thanks Toby, replied
Can happily confirm I am getting a new sealed phone..

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Really?...this is brilliant news @viridis

[viridis]

And gotta say, kudos to @Toby and his team who has really fought my corner on this.
I wouldn't have had the patience to do so myself calmly.

Now just gotta make one payment and this month is fine!

[gindygoo]

Least it's sorted. I dread to think how you'd have been treat without the voice of the forum and @Toby helping out.

No wonder ppl rant incoherently on here as it was frustrating beyond belief!

[gmarkj]

great news and well done @Toby!

[Curr946]

Fantastic mate. Bet your well chuffed and relieved. Though, still shouldn't have happened.

[Toby]

Kudos goes to the rest of team in O2, not me I think :D! . I just relayed info and they were the ones to sort this out. I shall pass on your kind words @viridis and I appreciate how patient you've been! As I said via PM, this 'story' will be used a learning often to show how we can do better.

[Cleoriff]

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@Toby wrote:

Kudos goes to the rest of team in O2, not me I think :D! . I just relayed info and they were the ones to sort this out. I shall pass on your kind words @viridis and I appreciate how patient you've been! As I said via PM, this 'story' will be used a learning often to show how we can do better.

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That's great news @Toby. It may have been a stressful experience for @viridis but if lessons have been learnt from this then hopefully things will be better in the future. At least by creating a diary it will be something for others to follow should the need arise.

[Anonymous]

Glad to see you are getting a resolution 

[jonsie]

Absolutely brilliant news and I'm so pleased for you @viridis

Well done @Toby and the team for their assistance. Hopefully O2 will learn from this but the biggest lesson for everyone is that O2 really need to brush up on the legal aspects of customer rights and to put them into practice. I'm guessing Ryan has aged 10 years these past weeks. I really do believe that customers should deal only with the manufacturers and Anovo are not fit for purpose. The main point is that a one day old phone should not have been sent for repair in the first place far less subjected to the ham fisted so called technicians that this company employs.

Hope the new phone is fault free or you may be looking at the new S7

[viridis]

Nah, I'm sticking Sony for a while... get some use out of those red/blue box goodies that I got before crimbo.