Issue with the camera of preloved phone

Fizz_Luis

I noticed since a week ago, which seems to have started with the latest update, that the Iphone 13 Pro preloved phone that I purchased on last December is having an issue with the camera.

Pretty much it occurs when filming, the camera shakes, not a lot but for a couple of frames makes the image super blurry and then goes back to normal, so every few seconds occurs this, and it's more noticeable when there are changes of lights in the background. It's PRETTY annoying and once you see it it's impossible to unseen it and breaks totally the purpose of having a phone with a good camera.

I tried pretty much all things that can be done to an user level (restarting, putting all things at default, software update again, etc.) but nothing fixes it. After reading the warranty procedure and knowing that by the end of this week is over (June 1st) I wanted to act fast and I contacted support. There is absolutely no choice for my issue specifically and I was told to choose (if anything) "Physical damage covered by the warranty (example: defective buttons, speaker or microphone)".

First funny thing is that I would be over a week and a half without phone (and my iCloud backup was over a couple of weeks ago so I might be losing some data that has not been backed up. But of course the most important thing is that if AFTER sending the phone it's considered my issue is not covered I would be paying $75 for it. Of course this is close to stupid since I don't even see a choice for camera in the process and I have to trust that the technician has a good day to test the camera under the conditions and/or can check any example video I send (which I don't even know if it's possible to do so). Of course I want a) Get the issue fixed b) avoid paying $75 that I don't have at the moment for a issue that is not at my fault and c) if possible not losing any data in the process… and I don't even have a phone meanwhile.

Of course I tried to show example videos to support via chat but they refuse to see cause "don't have the necessary training", even though you can see that pretty much in any video taken the camera shakes for a couple of frames making the image blurry once in a while.

I'd love that someone from @Whizz could give me a proper answer here rather than me sending a phone and most likely having to pay $75 for an issue not at my fault, specially after all the problems I had when purchased my phone back in December. I'd gladly provide some video examples in order not to lose time/money of both parties or would jump into a private conversation in a place other than Messenger since I was told there that nothing can be done, but I wanted to give some proof of communication here in the forum for others could see and knowing my warranty is over in less than a week.

Thanks in advance.

Mark123_2024

I see that your question is for Whizz so I let you deal with them in this case. Hope you will find an acceptable solution.

Contact the customer service department for a faster solution.

Fizz_Luis

Thanks for the reply @Mark123_2024 . Yeah the reason tagging Whizz is because it was the one replying to other questions I had in the past.

I did contact Chat Support in Facebook Messenger but they refused to help other than me sending the device and trusting blindly that whatever my device has is part of the warranty.

Thanks again!

Whizz

Hello Fizz_Luis 

We are sorry to hear about the situation encountered with your phone purchased from Fizz. 

In order to receive assistance regarding this subject, please contact our customer service agents, using the Live Chat option from here: https://fizz.ca/en/support  

This way, you will receive the answers in real time and the agent will be able to help you since for this situation, private information from the Fizz account is required. 

Have a wonderful day. 
-Lavinia, Community Moderator