`unable to determine if your iphone camera is genuine???!!!

[PaulEE1970]

Has anyone any idea why my new iphone 13 pro max would suddenly do this, only had it a month, no drops, straight into a rhinoshield protective case and tempered glass cover etcetc.

Really hacked off about this!!!! 

[PaulEE1970]

Hi Chris, yep, restarted a few times, updated today to latest ios, restarted several times and flipped between front and back cameras etc 😞

I cant see how there can be a non apple part in the phone, i ordered direct from EE at the end of november and recieved it just before christmas, I've literally not had it a month 😞 

[mikeliuk]

Hi @PaulEE1970 ,

You've made some astute observations.

It's almost as if you are describing a faulty device. 😉

I recommend not to talk yourself out of the possiblity of a replacement if the fault cannot be fixed after professional investigation.

[Leanne_T]

Morning @PaulEE1970

Thanks for coming back to us. 

In this case, please give us a call on 150 and our Tech Gurus will run through some troubleshooting with you and help you further. 

Let me know how you get on 🙂

Leanne. 

[PaulEE1970]

As an update I've rung 150 (after I did a factory reset and restore from backup) and the cameras still acting up and ee have run diagnostics and come to same conclusion and now I have to go to an apple store which is 20 miles away and not for another 3 days as thats the first appointment. 

[mikeliuk]

Hi @PaulEE1970 ,

To avoid a wasted trip, I would recommend that either EE arranges for you to have an appointment with that Apple store or that you phone that particular Apple store to check that EE's recommendation falls in line with their accepted processes so that they will perform diagnostics on the device when you arrive.

It's possible the Apple store might advise that you just return the faulty device to a closer EE store for replacement if that is their current process which can change from time to time.

[PaulEE1970]

They've already set up the appointment so even though its 20 miles away I'll have a nice lunch out while there as it's my wifes birthday.

[Leanne_T]

Hi @PaulEE1970 

Thanks for coming back and letting us know 🙂

I hope this is sorted for you and you have a lovely lunch. 

Leanne. 

[PaulEE1970]

Well went to apple who confirmed that there is an issue with the sensor for the ultra wide lens which is the root of the problems. Now sat in an ee  store for the last 20 plus minutes with a letter of the fault from apple themselves recommending it’s replaced but feels like I’m getting the runaround here now.  

[mikeliuk]

Hi @PaulEE1970 ,

I've only been an EE customer for around 8 months but from what I read on the forums, the modus operandi is to attempt to offload legal responsibilities of the retailer onto the manufacturer.

You have been supplied with a faulty device by a retailer and the law requires the retailer to replace the faulty device. Even the manufacturer of the device agrees and you have hardcopy evidence. I highly recommend that you stick to the wording provided by the below links to request that the retailer acts according to the legal requirements in this matter.

https://www.gov.uk/consumer-protection-rights

https://www.which.co.uk/consumer-rights/shopping/faulty-goods

https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy

https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/return-faulty-goods...

https://www.citizensadvice.org.uk/consumer/template-letters/letters/consumer-template-letters/letter...

https://www.citizensadvice.org.uk/law-and-courts/legal-system/small-claims/Problems-with-goods---let...

[Leanne_T]

Hi @PaulEE1970

Thanks for coming back to us. 

Did you get this sorted? 

Thanks 🙂

Leanne.