2016-01-09 07:55 PM
In Sweden the service centre has been informed by Sony to not repair or replace because of poor image quality and blur so I wouldn't hope too much to get it back with the issue fixed.
I can't believe I'm reading that! If there is ANY truth in that, then basically Fony Mobile is saying that their customers should put up with substandard customer service and substandard photographs?
Have you ANY evidence yo back that up with?
I was talking to them on the phone so no, I can't prove they actually said that.
I called them in order to discuss the issue and, hopefully, hear them say that this is well known and that they have a fix for it. Sending my business phone in for a week causes a lot of problems for me so I didn't want to send it away without knowing for sure that they understood what I was talking about.
They told me that a lot of customers are reporting blur and the service center were mainly talking about corner blur. I told them that my issue is more than just corner blur and they understood that and said that they will most likely do nothing about it since they had been in contact with Sony and gotten the instructions to do nothing about this. I remember they saing that "this is how it should be" (to be honest, I'm not sure if they were talking about corner blur or the more severe blur). They also said that I could send it in to them to look at but I don't really see why after hearing what they told me.
I can understand that Sony can't fix all corner bluryness since that's hard to avaoid but the amount of blur (over the left half of the picture) that we are experiencing is not ok. I also understand that sh*t can happen during the manufactoring process or assembly and I'm fine with that, problems and issues happens all the time but the important thing here is how the company deals with their own misstakes and the way Sony is handling it is not ok.
It's obvious that Sony is just trying to ignore this storm and are just waiting for their Z6 release that probably also will have "the best camera available". I will never dare to by another Sony phone considering how they handled this situation and that's really sad.
My plan now is to buy a new phone, unfortunately there is no phone that I really like. I hate bloat ware and plastic builds, don't want a phone larger that 5.5" and picture quality is one of the most important aspects for me. Might be a Samsung Galaxy S7 with a material design theme but only if the horrible memory management is fixed, otherwise that's a big no-no. LG G5 might also be an alternative if they can get their design of the software to look less ugly. When I get my new phone I will send it in for repair three times, by then I should (hopefully) be able to get my money back but I can't know for sure.
I really cannot believe this is the stance that Fony are taking in your country. For ANY company, let alone Fony Mobile, to act like this in ANY country is absolutely appalling! I feel for you Lunkobelix, I really do. I hope they actually see sense and sort something out for you.
I can't believe Sony instructed the repair company not to fix any of the camera faults in your country, this is outrageous and unacceptable behaviour.
This kind of dismissive blind eye move from Sony is a law suit ready to happen.
No customer should ever have to deal with such a response, they cannot turn their back on customers who paid a hefty sum of money for a broken device.
Consumer rights come first especially in a situation like this. This seriously needs media attention, I feel sorry for you that you have to deal with this.
Sony have yet to make such a ban here in the UK regarding not fixing z5 with camera faults. Mine is currently undergoing repair with them.
I don't know what to suggest, maybe hold out for the s7 hopefully they remove the hideous touch wiz bloatware.
Razorig2, despite my mobile company agreeing to exchange my handset to something else, on the basis that yet another replacement/repair by Fony fails to address this issue, then I am highly unlikely to take them up on their offer. I am 99.9% going to take Fony to a Small Claims Court and possibly look at a class action under the Consumer Rights Act 2015. Failing a class action, then it will be just a single action against them, but ideally I would like a class action due to their being strength in numbers.
I think it is wrong and unacceptable that ANYONE should wait for, or even look at, an alternative handset from another manufacturer. People paid good money for their Fony Xperia Z5 and no doubt had their numerous reasons for buying it, such as waterproofing, camera etc. Fony must be brought to task on this and unfortunately, some of the press I've had contact with have been reluctant to highlight the story. I know of one online blog, Xperia Blog, that have contacted Fony directly and have NEVER received a reply regarding this issue. I have other media contacts I could try and communicate with, but again there is no guarantee they will highlight the issue and until they do, then I'm afraid that Fony will be getting away with providing substandard customer service along with a substandard product.
I'm even tempted to email Kaz Hirai, the President and CEO of Fony Corporation. Whilst he may not be involved with Fony Mobile directly, it is still under his remit. This issue needs highlighting, it needs attention and Fony Mobile needs to address this issue without any further delay, not just for people in the UK, but also for people in other territories.
2016-01-09 08:17 PM
2016-01-09 11:37 PM - edited 2016-01-10 12:24 AM
Well people, you're really going to love this.
I have just received a response from Fony Mobile's UK Customer service Director and here are the results from Fony Mobile's "SPECIALIST TEAM". Some details from the email ahve been edited for obvious reasons.
RE: Sony Xperia Contact Center, Service Request
G*** A**** 22:15
I would like to thank you for your patience and co-operation allowing us to carry out testing on your original handset.
As advised we forwarded the device to our specialist test team who undertook a series of tests on the camera related to the fault you reported.
The results we have received back confirms our original diagnosis that the camera performs in line with our expected performance parameters. We appreciate that you have encountered issues with some images becoming blurred, however we believe these to be a result of a combination of the conditions, subject matter and settings rather than an issue with the camera itself.
Sony Mobile Communications
Legal action will now commence. I am now pondering my next move. To get an independent specialist to look at this is going to cost me an arm and a leg. I may be left with no chance but to send my replacement handset back for repair and take up my providers offer of another handset from a different manufacturer.
2016-01-10 03:06 PM
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2016-01-10 05:13 PM
No that response can only be described as a severe disappointment from Sony.
As a long term fan of sony products that disgusts me.
In my own case, the blur on my second handset was immediately obvious and in comparison to my first unit was poor. I saw your pics from the replacement and I believe I commented that "no need to open fully to see the blur" or words to that effect.
Now by looking at the response you have received, Sony seem ok with those images and are a good representation of the quality expected from the Z5 camera.
Well they had better stop telling people it's the best, as it's not by any stretch of the words.
True in every word there.
I am currently considering my options.
I have issued a response which was as follows:
Dear Mr A****,Thank you for your latest reply, especially at this time of evening.First of all I am shocked and extremely disappointed at the response I have received. I have a few further questions which I would like to submit if I may? If there were no issues with the camera itself, then why is it that people have perfectly fine and blur free images, which are crystal clear and why do some people suffer from images with blur, which is really quite noticeable?
It makes no sense at all. If the camera is fine, then why does the blur show only on the left hand side of people's photographs? Also, are the specialist team saying that every single person that is posting about the same issue is wrong ? This isn't a settings issue with the camera, it's a fault. I have had 2 professional photographers look at my issues and they agree that the camera and/or camera sensor is at fault. There is absolutely no way ANY mobile handset with a camera, which is apparently the world's best camera on a smartphone, should be taking images as poor as this. The Samsung Galaxy S6 & S6 Edge do not suffer from these same issues and neither does the LG G4 or the Apple iPhone. It seems only the Sony Xperia Z5. I am now pondering my next move and it seems very likely that I will be launching legal action in a Small Claims Court against yourselves in order to resolve this issue. I may also have to employ the services of an independent mobile specialist to look at the issues, which result in a big cost to myself, but a cost which I will happily claim back against you if and when this proceeds to court.I expected better from Sony Mobile, this is not the way you should be treating your customers. I have already issued a Letter Before Action to yourselves which will expire on the 21st January 2016. Is this your and Sony Mobiles final position regarding this matter or is there a separate response in respect of Letter Before Action? I have been discussing this with my mobile network, Three UK and they agree that the camera performance is poor and have agreed to allow me to exchange my handset to that of another manufacturer on the condition that I return my replacement handset for repair. However, due to numerous reasons i have bought my Sony Xperia Z5 (Waterproofing, Playstation Remote Play, Camera**, Simple UI) I feel it is unfair that I should suffer obtaining a handset from another manufacturer that is less adequate than the specifications that I bought my Xperia Z5 for.I look forward to your reply.Yours sincerely.Mr CerberusSco
2016-01-10 06:10 PM
2016-01-10 06:58 PM
2016-01-10 07:45 PM
2016-01-10 07:49 PM
I don't get why none of the major tech sites are discussing this issue? Has anyone contacted them?
I know Sony is a small player but issues with other brands are causing articles and gets attention on all the sites.
It's funny you mention that, because that has been the subject I have been pondering about all day today. I'm sure if I contact the likes of TechRadar, GSMArena, Phone Arena or other various sites, then hopefully at least one of them may take the story on board and this may put some pressure on Fony (I refuse to call this company by their correct name) to address the issue. I'm also thinking of creating a YouTube video to highlight the issue as well. Would people mind if I used their images which have been posted on here? I will happily include the username of the poster in my video.
I cannot for the life of me think which website did a review of the Z5 camera, giving it much praise, yet the images they published all had blur on them! I'm sure it was one of the sites linked to above.
I am NOT ending this here and intend to stand up for my rights as a consumer. Whilst the laws concerning consumers in other countries may be different to those in the UK, I will also try my best to stand up for yourself too. This is NOT acceptable and the quality of the images taken with a camera which has been heralded by Fony as "The World's Best Camera in a Smartphone." are far from acceptable.
2016-01-10 08:10 PM
I have contacted these sites (above) and Future Publishing which also run the following sites: T3.com, Gizmodo.co.uk and Lifehacker.co.uk
If anybody can think of any more sites to contact, then please feel free to suggest them.