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]

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@Glassbeard wrote:

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

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Now that is what customer service is all about! 

[Anonymous]

@Anonymous - they have said the same to me - however they still haven't picked my phone up from me so won't refund the upfront fee until they do.. the line rental costs are being credited to our 02 bills - not an actual refund!

[jonsie]

You can ask them to return the credit to your account but they don't rush and you may have to ask more than once. 

[Anonymous]

Wait a minute O2 told me I would not be getting a refund for line rental, are you all getting one?  @Toby could you confirm what is happening with this please?

[Anonymous]

I was told I would get £32 line rental, which is already in the process of being added to my bill - which will be deducted when I get a new phone with o2. I asked for this to be changed to a refund to my debit card and was told 'we can't do that' so meh at that one.

Then was told they would refund the £40 I paid upfront when they receive the phone back from me, which could then take 14 days from receipt of the phone. Still had 0 contact about them picking the phone up!

[Anonymous]

@Anonymous - who knows, it seems we are all being told different things so don't take what we have said as gospel!

[jonsie]

As I said before I think they will be treating everyone on an individual basis and as always it will be up to the customer to chase things. Maybe the only advantage of being an iPhone customer and treated like royalty! 

[Anonymous]

@Anonymous are you cancelling your contract or are you upgrading for example? I changed mine to a sim only as O2 phone selection currently was poor.

[Anonymous]

Just received this email from o2

Dear Amy,

This is in regards to the return of your Samsung Note 7.

As you have received the Jiffy bag, you need to post it for any nearest
post office. It is a prepaid bag and you'll not be charged to send the
handset.

Once we receive the handset, the refund will be initiated.

Regards,
O2 customer service

Seriously? SERIOUSLY????

[Cleoriff]

What a total breakdown in communications @Anonymous !! The POST OFFICE??? You couldn't make it up in all honesty