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.

[jonsie]

I have to wonder just how many o2 sold? Must be thousands you would have to think. 

[adamtemp64]

no uk mail are a seperate company that has just been accuired by DHL

[Anonymous]

Why do we have to wait for UKMail to decide to call us but can't return it to a store, meanwhile paying for the SIM?

As soon as my new contract phone arrives I will file a chargeback and you can explain it to my bank and sort your incompetence out thank you.

[Anonymous]

Might have already been asked - so apologies if it has, does anyone know how o2 are calculating the refund upon receipt of the phone?

I paid £40 to upgrade early, plus 2 months of line rental at £32 each... for a phone I can't use! Wondering if they would be refunding all?

[jonsie]

Knowing O2 they will look at it on an individual basis. They can tell if a phone has been used and the IMEI of the phone on all relevant days.

[Cleoriff]

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@jonsie wrote:

Knowing O2 they will look at it on an individual basis. They can tell if a phone has been used and the IMEI of the phone on all relevant days.

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Lets hope they do and in a timely fashion. I understand some suppliers have already paid out to their customers

[jonsie]

To my mind, all charges should be refunded from the date of getting the phone until they have collected it.

[Anonymous]

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@Anonymous wrote:

Might have already been asked - so apologies if it has, does anyone know how o2 are calculating the refund upon receipt of the phone?

I paid £40 to upgrade early, plus 2 months of line rental at £32 each... for a phone I can't use! Wondering if they would be refunding all?

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I contacted CS last week and was "assured" I would be getting my upfront fee and line rental back in 7 to 10 business days... If I've not heard anything by Thursday I'll be back on to them to find out where it is...

[Glassbeard]

So the sage continues...  I finally got a phone call from UKMail (thanks @Toby for your pestering of the team, I have no doubt that's the only reason anyone has been in touch...) but I was busy so couldn't answer.  Googled the number, it was UKMail.  Brilliant I thought..  So i tried phoneing back.  No answer.

I then assumed that I would get called again...  It's monday afternoon now and clearly not.  They couldn't even be bothered to leave a message for me to contact them.  Rediculous.

I look forward to the fight for my money back too.  By my calculations I'm owed more than £100 in up fornt fees and extra line rental from o2 at the moment.  Wondering if I'll ever see any of that (the answer is yes as I'm quite happy to take them to the small claims court for everything I believe they owe me...)

Compare this to Amazon and Oculus who have both offered to refund me for goods/software that was note 7 specific without even quibbling.....

[Glassbeard]

And in other news the Pixel XL is a superb phone, although having used Touchwiz for 3 years now it's a learning curve again!.!