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Samsung Galaxy Note7 - Update from O2

Chris_K
O2 Social Media Team
O2 Social Media Team
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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, 31st 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.


Hi. I'm from the Social Media Team.

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TreggyIII
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On a lighter note...has anyone else noticed the irony of the 'powered by Lithium' graphic at the bottom of this forum!

 

I mean - this thread certainly exploded!

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Cleoriff
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@Lidenbrock wrote:

Have managed to order a new phone to replace Note7 via O2 (So I have now paid for 2 phones) - however still due to have Note7 collected, and therefore refunded (full whack as I paid up front). Presumeably this won't happen until O2 receive my phone back - now here's the problem. Told that UK Mail will contact me re uplift - not heard a word from them (order raised Tuesday this week). So go onto the UK Mail website to see attached:

 

Welcome to UK Mail

    
    

Service Update: Whilst Samsung work with relevant regulatory bodies to investigate the recently reported cases involving the Galaxy Note7. Samsung has asked all carrier and retail partners globally to stop sales and exchanges of the Galaxy Note7 while the investigation is taking place. Consumers’ safety remains the top priority and therefore UK Mail and ipostparcels will not be carrying the Galaxy Note7 through the network until further notice. 

 

So what's happening now?


I think @Toby is the  only person to answer this. It's getting beyond ridiculous now!

*The Game Is On*

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jonsie
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@TreggyIII wrote:

On a lighter note...has anyone else noticed the irony of the 'powered by Lithium' graphic at the bottom of this forum!

 

I mean - this thread certainly exploded!


I know this hasn't affected me but sometimes you have to take a step back and try to take a lighter NOTE Hero

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TreggyIII
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Ok, so just spoken to Cs on the dedicated number again.

 

Explained about UKMail's recent statement, and suggested looking at their website as the statement was quite new.

 

The answer I got was that it's Royal Mail who aren't taking them, and that O2 have a 'specialised department' inside UKMail who will still be picking them up.

 

As far as I can see Deutsche Post DHL Group aren't owned by Telefonica so I can't really say I buy this.

 

And since nobody is actually shipping them out anymore it seems to me that the only reason UKMail would have to put this on their site would be regarding collections, but I guess we'll just have to wait until the new plan filters down to customer services.... *sigh*

 

EDIT: There is this however: https://www.ukmail.com/about/case-studies/o2

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Abs
O2 Social Media Team
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@Lidenbrock wrote:   
    

Service Update: Whilst Samsung work with relevant regulatory bodies to investigate the recently reported cases involving the Galaxy Note7. Samsung has asked all carrier and retail partners globally to stop sales and exchanges of the Galaxy Note7 while the investigation is taking place. Consumers’ safety remains the top priority and therefore UK Mail and ipostparcels will not be carrying the Galaxy Note7 through the network until further notice. 

 


Hi Lidenbrock,

 

That service update on UK Mail’s website is for their own internal network. This is different to the agreement we (O2) have with them as a supply chain partner. To clarify, UK Mail would still be contacting all Samsung Note7 customers to arrange handset collection at a convenient time.

 

Hope it helps!

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Anonymous
Not applicable
Does anyone have a clue about what o2 are going to do about the note 7?? Mine has gone back today and even that was a performance. I keep reading about the us exchange policy but nothing in the uk yet. If the americans are getting exchanges/credit then why arn't we??? O2 expect you to "upgrade" as if nothing has happened...
I was told i could have an s7 edge,£20 up front oh and a vr headset for half price...so im sending my phone back to pay for a downgrade and buy a vr headset for half price wen i got free in the first place wich ive also had to send back!!! Seriously!
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Lidenbrock
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Re the VR I was told to keep it as it was a free gift.

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RJKennedy
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Just received my Jiffy bag to return the Note 7 via the Post Office/Royal Mail (who we all know aren't accepting). I take it I just ignore this and wait for a call from UK Mail?

 

@Chris_K @Toby @Abs ??

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jonsie
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You really could not make it up! 

Call them... 

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Cleoriff
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@jonsie wrote:

You really could not make it up! 

Call them... 


You could....and I think they do....Quite ridiculous..:smileysad:

*The Game Is On*

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