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]

Compensation doesn't exist in the o2 vocabulary. Ask and you will probably receive a goodwill gesture. There is no hard set rule, it will depend who you speak to in honesty. Don't  even attempt it from live chat....

[Anonymous]

I've just used the web contact and O2 are sending me a Samsung Galaxy S7 to use as a replacement handset to use till I get my Note 7 replaced.

Which by the way they are saying will take "A few weeks" 

The temporary phone they're sending has been sent Free of Charge and with returns packaging so I dont have to pay postage to send it back.

[Anonymous]

Hi

I just wanted to share my experiance with Carphone Warehouse.

I bought my phone on a contract with 3-days pre-release and received as planned.

When all this issue was discovered, just as everyone else I did not get any info from CW or O2 (my carrier). My only source of reliable information was from this forum (Thank you guys).

I went for a few weeks holiday with my Note 7. I didn't have any other phone available. I that period I started receiving messages from Samsung and CW about the issue, that I should return the phone and also a firmware update which split my batter capacity in half (that caused my a lot of problems).

I returned yesterday to UK and returned my phone to CW and to my surprise I was told that they have replacement in stock! I was adviced to come today afternoon and I collected new phone as planned.

I didn't read anyone commenting CW service and I'm not sure if its just my blind luck or their service, but I've got my phone within 1 day.

Hope that helps (somehow)

Cheers

Pawel

[Glory1]

@Anonymous I can't comment on CW service as I've never dealt with them. However, clearly they are providing a better service than o2. I don't think it was blind luck but better organisation on the part of CW.

Good luck with your new phone. Can't wait to get my hands on mine.

Oh and by the way, had the email from o2 about my next bill. As I am not screaming nor breaking things you can guess they have not increased my tariff to cover the Note7. At least they got something right! 🤗

[Jgrieff]

Hey Guys first time poster, i just got off live chat and the guy said that mine was going to be dispatched on monday now they have em back in stock. i took a screenshot incase they screw me around but asked if its defo going to be dispatched monday and he said yes. so fingers crossed

[Anonymous]

@Jgrieff 

Hey good to to have you on board fingers crossed the adviser was telling the truth, unfortunately in this thread when livechat have stated people's replacements were ordered and on way it's turned out to be a complete lie and an email within 24hrs comes back saying they can't honour the replacement.

you should get an o2 order email with tracking if it's been done correctly.

hopefully you're one of the lucky ones!

[Gsdworld21]

Hi everyone. If you get told on chat something that doesn't materialise chase it up with a call to 202 because all chat conversations are saved on your account. I know chat agents are a nightmare but it can benefit you sometimes

[Anonymous]

Hi guys, i was just wondering how many of you are still waiting to get your device replaced? this forum has gone a bit quiet and im guessing the might be because a lot of you are now sorted?. I ask this as i am one of the ones who pre ordered my note but never received it and im hoping they might start fufilling pre orders soon. I can only live in hope

[Glassbeard]

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@Anonymous wrote:

Hi guys, i was just wondering how many of you are still waiting to get your device replaced? this forum has gone a bit quiet and im guessing the might be because a lot of you are now sorted?. I ask this as i am one of the ones who pre ordered my note but never received it and im hoping they might start fufilling pre orders soon. I can only live in hope

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I'm still waiting for a phone call about a replacement.....

[Anonymous]

Apparently Samsung have pushed another message,

"Your device is one of the last remaining Galaxy Note7 devices in circulation. 

Please exchange immediately by calling O2 Customer Service"

@Chris_K @Toby are customer services now accepting calls from customers to order the replacement or are customers still having to wait for a call from the outbound team? 

Thank you