topic Re: Note 7 Return Question in Android

Note 7 Return Question

Anonymous — Sat, 03 Sep 2016 09:11:37 GMT

Right I've been following this for a while and had a call from O2 last night saying that Samsung are recalling them.

OK, no worries.

The issue I have (and no one seems to be able to answer) is if I decide to hold onto my potentially exploding Note 7 until replacement phones are readily avaliable, will O2 or Samsung reject the replacement later on?

I can send the phone back now and be without a phone for 2-3 weeks, job done and yes this is the sensible option, I understand that.

But alternatively can I hold onto my phone for the next few weeks and when replacement phones are in stock, etc, walk into my local O2 store and get a replacement there and then? I know I run the risk of the thing exploding but from what i've seen no cases have been reported in the UK yet.

No other phone interests me so buying something else is out of the question and I'm perfactly happy with my O2 contract, etc.

Re: Note 7 Return Question

MI5 — Sat, 03 Sep 2016 09:16:09 GMT

I would imagine it's your choice but only o2 can answer the question for you.
Is this something you can check @Toby ?

Re: Note 7 Return Question

Anonymous — Sat, 03 Sep 2016 09:19:46 GMT

Tried using online chat and didn't really get anywhere.

I tried speaking to Samsung directly on their helpline but stopped waiting after 40 mins, they are a tad busy I guess.

Re: Note 7 Return Question

Bambino — Sat, 03 Sep 2016 09:27:04 GMT

Live Chat won't be of any help. Don't waste your time. You could try speaking to customer service on 202, but they probably don't know any more than anyone else does at the current time. If you've had a call informing you of the recall, and you keep using the phone knowing the risks, you could potentially run into problems should the phone start to misbehave. They could turn around and say 'well you were told of the problem, but you kept using it', which might get them off the hook of offering you a free replacement.

Obviously this is your decision, but if it were me, I'd be using an old backup phone, or just buy a cheap and cheerful interim phone until they do the recall, and not use the Note 7 again.

Re: Note 7 Return Question

MI5 — Sat, 03 Sep 2016 09:30:48 GMT

Always call, never use chat.

Re: Note 7 Return Question

Anonymous — Sat, 03 Sep 2016 09:35:41 GMT

If I had a backup phone there wouldn't be an issue, I'd return it today.

Sadly I don't.

I understand that EE are providing customers with temp S7 edges until everything is resolved when they return their Note 7's.

I use my phone for work (BT cloud system) so if I don't have a phone, I can't take phone calls.

There is a risk of the battery exploding and I don't want to own a phone with this risk but waiting 2-3 weeks before Samsung pull their finger out and I get a replacement is going to be a royal pain in the ****.

Re: Note 7 Return Question

Cleoriff — Sat, 03 Sep 2016 09:41:37 GMT

I agree with your comments @Anonymous. If EE are offering customers replacement phones while this issue is resolved, I can't see why O2 can't do the same?

On the other hand this is a Catch 22 for you. You have had the call from O2 to return the phone. I would think holding onto it 'potentially' could cause problems and I don't mean from the battery issue.

Re: Note 7 Return Question

Anonymous — Sat, 03 Sep 2016 10:05:08 GMT

So spoke to Tom in customer support.

He checked and believes that if I held onto the phone then both O2 and Samsung would not replace the phone so I would be stuck with a potentially faulty phone for my contract period.

He's sending me a giffy bag to return the phone.

Frustrating to say the least.

He did say that if I ordered a new phone, S7 edge for example, I would also have a 14 day cooling period with that too so I could potentially order an S7 edge from store, use it whilst samsung sort their issues out and then return it under the cooling off period and get the Note 7 again.

Will see if that works.

Re: Note 7 Return Question

jonsie — Sat, 03 Sep 2016 10:08:54 GMT

Sounds like a good alternative.

Re: Note 7 Return Question

Bambino — Sat, 03 Sep 2016 10:28:08 GMT

I personally don't think that's a great idea. You'd be taking out another contract. What do you do if it takes longer than the 14 day cooling off period to replace the Note 7? That's a very real possibility.

If EE are offering their customers free replacement phones, why aren't O2 doing the same? Penny-pinching tactics. This problem is not of your making. O2 should be helping their customers, not putting up roadblocks.

Re: Note 7 Return Question

Anonymous — Sat, 03 Sep 2016 11:40:36 GMT

I've just had the phone call from O2 giving me the following options

1 Return my Note 7 and take another phone on my upgrade - not interested.

2 Return the note 7 and use another phone until Samsung can replace it.

3 Keep the Note 7 until Samsung can replace it - Not O2 recomended but my choice.

Re: Note 7 Return Question

viridis — Sat, 03 Sep 2016 11:47:09 GMT

Myself I would get that info from Samsung.
Telephone conversations are not all recorded..

Re: Note 7 Return Question

Cleoriff — Sat, 03 Sep 2016 11:56:41 GMT

Re contacting Samsung...I posted this earlier on another thread.

"In the UK some British networks were running promotional deals where pre-order customers could get devices early, and so some are already in the wild and will need to be replaced. For more information, Samsung directs UK customers to its customer service line at 0330 7261000.

http://www.androidcentral.com/has-my-galaxy-note-7-been-recalled

Re: Note 7 Return Question

Bambino — Sat, 03 Sep 2016 12:02:28 GMT

I definitely agree that Samsung should be the first port of call. Even though you bought the phone from O2, Samsung would be best placed to give a time frame for replacements.

@Anonymous I'm not sure if keeping it is a wise choice. I said this to an earlier poster, if you choose to keep the phone until a replacement is available and it explodes in the meantime, what are your options then? If Samsung or O2 say they won't replace it because you were warned, you could be out of pocket for a very expensive device. Just something to consider.

Re: Note 7 Return Question

Anonymous — Sun, 04 Sep 2016 07:36:01 GMT

Copy and pasted from the 'official' O2 thread after I had spoken to Samsung directly.

"Right, update for everyone.

Spoke to a lovely lady at Samsung on their support line who said I can get a replacement directly from them even though I upgraded through O2.

I can continue to use my phone as normal (with some common sense ie. don't leave it charging all night long) as currently there are no reported issues in the UK.

She took my details down and informed me that Samsung will be in touch with me in roughly 7 days to let me know what the situation is and how replacement devices will be issued.

Whether this means I still have to send mine back first or whether it's collected and replaced at the same time I don't know but it's a darn sight better than the O2 situation of returning my phone and not having a phone for an unknown period of time.

My advice to owners, speak to Samsung directly and get a replacement (if you want to keep the Note 7) directly from them."

I have no problem in replacing a faulty phone, what I do have an issue with is being without a phone for a considerable period of time which is what O2 can't seem to grasp.Luckily Samsung seem on the ball.

Re: Note 7 Return Question

Bambino — Sun, 04 Sep 2016 08:04:55 GMT

Glad to hear you've got a definitive answer @Anonymous. As said before, in situations like this, which are thankfully rare, it's always best to get your information and advice direct from the manufacturer. Please come back and update us when there is any progress with the issue.

Re: Note 7 Return Question

jonsie — Sun, 04 Sep 2016 08:07:43 GMT

Let us know please of any further communication with Samsung and o2. Hope all goes well for you.

Re: Note 7 Return Question

MI5 — Sun, 04 Sep 2016 08:07:54 GMT

I had every faith in Samsung to be sensible about this.

Re: Note 7 Return Question

Cleoriff — Sun, 04 Sep 2016 08:49:55 GMT

Sad though this Note 7 overheating problem is...Samsung have been open, honest and appear to be acting swiftly to help their customers. Good for them...

Re: Note 7 Return Question

jonsie — Sun, 04 Sep 2016 08:54:57 GMT

@Cleoriff wrote:

Sad though this Note 7 overheating problem is...Samsung have been open, honest and appear to be acting swiftly to help their customers. Good for them...

Yes very refreshing