Samsung Galaxy Note7 - Update from O2

[Chris_K]

27th February 2017 Update

Hi Everyone. This week we will be posting letters out to any customers who have not yet made arrangements with us to return their Samsung Note7 devices. If for any reason you misplace or do not receive it for whatever reason, here's a copy:

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We’ll soon block the Note7 from our network. It’s important that you get in touch today and we’ll get you back on track with a new device.

We’ll make switching to a different device simple, and give you £100 off the upfront cost. Or, if you prefer, we’ll cancel your Airtime Plan. Either way, we’ll cancel and refund your Device Plan.

Is your Samsung Note7 insured with us? We’ll also cancel your policy and refund your premium.

Simply back up your Note7, turn it off and call our hotline 0344 809 0202 or 202 free from an O2 mobile. Need a hand backing it up? Chat to an O2 Guru online.

For more details, visit http://o2.uk/Note7Update.

If you’ve already called us, please ignore this letter.

30th January 2017 Update

Hello everyone,

Samsung have notified us of their plans to release a new mandatory software update that will limit Note 7 devices to a 0% charge, effectively eliminating its ability to function as a mobile device. This software update is expected to be pushed out tomorrow, 31^st January, so if you are still using this device (which we don't recommend for your safety) please take any necessary steps to back up any important data while you can.

Why are you doing this?
To be transparent and clear, this is Samsung’s decision and is European-wide. This is a further step in Samsung looking to retrieve as many devices as possible so as to ensure customer safety.

I'm still using my Note 7 - what now?
Once your device downloads the mandatory update it will cease to charge. We understand the inconvenience this may cause and we want to make transitioning to another device as easy as possible. If you are affected by this, please contact us as soon as is convenient on 0344 809 0202. We will also be in touch in the coming days by email and letter with more details, including how to change to another device and return your Note 7 to us if not yet done so.

I've already returned my Note 7 - what does this mean to me?
If you've already returned your Note 7 to us, there's nothing further you need to do. If you're in this position, we anticipate you'll already have switched to an alternative device. If this isn’t the case though, we’d recommend you speak to us as soon as you’re able to on 0344 809 0202.

[Anonymous]

My latest update from CS this morning - Samsung have confirmed apparently they are out of stock to send to o2 and to expect a replacement end of October!!

[Anonymous]

Also, @Chris_K, @Toby, can we PLEASE get something from you guys? It's not fair that so many customers have clearly been left forgotten about!

We want to know if there actually is enough stock, and why we haven't been contacted 😞

EDIT: I've also just read from Samsung that this exchange program is running up to the 31st December (I know that is to 'make sure' everyone swaps - but at this rate i'm not so sure!). You never know, some of us might have our phones for the new year

[Glassbeard]

Seriously @Chris_K, @Toby I know this isn't your fault, but as O2 have determined that the only point of communication with customers on this is this thread on the forums can we please have some information.

It's clear that the outbound team are not contacting people in priority order and that some people have managed to jump the queue by calling customer service.

Are o2 now officially out of stock?  What is a realistic timescale we could be waiting for replacements, are we looking at November/December?

What is the official o2 policy regarding the fact we are all paying for devices that we can't currently use, in addition to newly inflated refresh contracts for the privilage of getting a new phone?

Also is there EVER going to be any direct communication with all the frustrated people waiting for replacements?

[Chris_K]

Nobody has been forgotten about - please see our collective updates here

To recap on some of the main points:

• We're receiving periodic deliveries from Samsung throughout September to replace existing Note7 devices. These deliveries are still ongoing but we hope to have all units replaced before the end of the month
• If you still have a Note7 from us that has not yet been replaced, please stop using this and revert to an alternative mobile. See here (14th September update) for info that may help if you don't have an alternative.
• Once we have stock to be able to replace your Note7, we'll be in touch with you directly to arrange your replacement device
• If you have not had *any* contact (SMS or call) from us regarding your Note7 (you should have received at least a text from us saying we'd be in touch) then please get in touch here
• If you have a Note7 on pre-order and have not yet received your device, we do not currently know when we'll be able to fulfil your order. This depends on when Samsung are able to send us stock to begin fulfilling back-orders. At present, ours and Samsungs priority is replacing existing Note7's first.

[Glassbeard]

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@Chris_K wrote:

Nobody has been forgotten about - please see our collective updates here

• If you have not had *any* contact (SMS or call) from us regarding your Note7 (you should have received at least a text from us saying we'd be in touch) then please get in touch here

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No contact here at all, I've phoned twice and both times I've had no useful information apart from lies about people getting in touch to get me off the phone.  Specifically being told I would be receiving a call by the outbound replacements team by the end of play last friday and still I've heard nothing.

You'll be unsuprised when I say that I don't have a great deal of faith in the CS team there.  Especially when a call takes about an hour and leads nowhere.

[Anonymous]

@Anonymous Battery capacity is displayed in Settings>About Device>Battery Info

[saraD]

I was lied to aswel via 02 chat rang up yesterday about it they gave me 10 pound credit for being miss informed rang back up today to cancel and to my surprise they found some stock its really amazing to find stock when some ones going to cancel and its real as got email and txt with all info and its showing up in my 02

[Glassbeard]

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@saraD wrote:
I was lied to aswel via 02 chat rang up yesterday about it they gave me 10 pound credit for being miss informed rang back up today to cancel and to my surprise they found some stock its really amazing to find stock when some ones going to cancel and its real as got email and txt with all info and its showing up in my 02

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And this is exactly what I am taking about.  We are told on one hand that everything is being handles in priority order and we should sit back and wait for a phone call.  Yet apparantly if some people complain enough they get special treatment and then someone who is waiting patiently has to wait even longer with no information.

[Anonymous]

@treggylll @Anonymous just checked in settings and battery is showing as 3500mah so hasn't changed on the replacement I've received.

[saraD]

Not really special treatment lol i was one of first to order ordered it soon as pre orders went live on web site but people who have ordered after me have got handsets which is wrong