Re: Samsung Galaxy Note7 - Update from O2 - Page 107

Chris_K · ‎02-09-2016

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:

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.

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Anonymous · ‎24-09-2016

Got the text Friday morning not had the call yet. But been sent a jiffy bag is this for my old phone or the loan phone they sent me have no idea.

Cmorebutt6969 · ‎24-09-2016

It will be the loan phone because your replacement is a door step swap.
I'm going to wipe the phone and install unlocked btu as Samsung wanted You to have the firmware without o2 keep getting there hands on it first.
Plus it always update quicker

Anonymous · ‎24-09-2016

Just wondered if the replacement was regional. For those that have received them are you all London based?

Anonymous · ‎24-09-2016

Yay. Just got a call back from 02. I get my replacement on Monday before noon. They want all the accessories back except the VR. Bummer. I'm in London.

auntyk26 · ‎24-09-2016

Excited to see some of you finally having success. I'm kind of annoyed as I can officially upgrade tomorrow but can't even pre order yet :-(.

Glory1 · ‎24-09-2016

@auntyk26 there are still quite a few still waiting for their replacement phones and then there are those of us still waiting for our pre-ordered new Note7. So you have my sympathy. Who knows when there will be stock again for people to order!

Lover of all things Samsung. Currently using Samsung Galaxy S10 Plus 128gb

Anonymous · ‎24-09-2016

Yay. Just got a call back from 02. I get my replacement on Monday before noon. They want all the accessories back except the VR. Bummer. I'm in London.

prototype89 · ‎24-09-2016

@Gsdworld21 wrote:
I don't know if anyone else has come across this but on my firebomb note7 in myo2 I went into the menu and had the unlock code sent within a few hours. Now I have this new one in myo2 it does say what phone it is or imei info hence not being able to unlock it. I wonder if it's the new firmware. I'd recommend trying to do this before you update the firmware to the green battery version

Hi,

Yeah I know what you mean. Instead I used the link below and O2 sent me an unlock code within 24 hours.

Unlock Phone Link

MI5 · ‎24-09-2016

@prototype89 wrote:

@Gsdworld21 wrote:
I don't know if anyone else has come across this but on my firebomb note7 in myo2 I went into the menu and had the unlock code sent within a few hours. Now I have this new one in myo2 it does say what phone it is or imei info hence not being able to unlock it. I wonder if it's the new firmware. I'd recommend trying to do this before you update the firmware to the green battery version

Hi,

Yeah I know what you mean. Instead I used the link below and O2 sent me an unlock code within 24 hours.

Unlock Phone Link

It takes a day or 2 for your MyO2 to update usually.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)

Anonymous · ‎24-09-2016

Hi Everyone,

So, here it is. I now have a replacement for my exploder but.... I am not happy. This is why...

After numerous calls - all of which were me to them rather than them to me - I called them just after Samsung had issued their crippling patch to stop the phone charging over 60%. My call also came after a colleague at work (who got his dodgy Note 7 after me) had been given a replacement by Carphone.

Needless to say, I was not in a good mood. I was greeted, after saying "repair" to the IVR system by a guy who claimed to be in the returns/repair department. "There is no stock" he lied. He said "I can order a replacement for you". I responded that there was no way I was "ordering" anything. This was a recall. He kept using that word anyway even though I expressed my dismay. I started to lose it on the phone basically telling him that I was going to take them to court and that when I did, he would be personally quoted as lying about the fact that they didnt have any stock when Samsung had made it very clear publicly that they did have stock and that I would force them to declare there stock position at the time of my call to the judge. I demanded and kept demanding to speak to a senior manager. Eventually he gave in (and I could hea it in his voice that he felt he had failed in some way)..... put me on hold.... then I was speaking to someone else who confirmed that they did have stock. Details were exchanged and my replacement was delivered by DPD the next day.

I am livid. I have to say that it genuinely felt to me as though they simply did not want to provide a replacement. I have been with O2 for the best part of 15 years. They have had £thousands out of me. How dare they blatently lie over and over again. This is quite simply disgusting and come the next renewal I will be leaving them on principle. Something has gone badly wrong in their organisation for them to be treating high paying customers with the level of disdain that I and others have.

Guys, trust me, the only way you will get them to sort you a replacement (if they haven't suddenly started to sort this out) is by threatening them with legal action. O2 can definitely swivel next time round.