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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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Toby
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Good to hear @Anonymous!

 

If anyone else has called our dedicated number (0333 234 1457) and arranged a pick-up but has not heard from UK Mail 2 days after calling us, please send me a PM.

Fancy writing a great device review or O2 forum guide? Send me a message!

Get involved:
• New to the community? This is how you get help.
• Want to know who we are? Come and say hi to us.
• Want to have a chat? Drop me a direct message.

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Glassbeard
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10 days now and no call from UKmail, it's a shame interest rates are so low, otherwise I'd be tempted to charge o2 interest on the money they currently owe me slight_smile

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TreggyIII
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I'm still interested in putting a group letter/petition together to O2 to outline just how badly this whole situation has been dealt with - from people who preordered and never recieved their device not had any communication, to those of us who've been waiting weeks between returns, replacements, another return and then reimbursement, again with little to no communication.

 

I'm just not sure how to make this in to a signatory-based petition when we all use pseudonyms on here. Any suggestions as to how I could collect 'signatures' against such a communication, as I'm sure a lot of you would be onboard?

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Glory1
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Well @TreggyIII the only way I can see is if all of us interested in a group letter give you our real names. I personally have no problem with that but I can't speak for everyone else. The person's name could be in a PM to you so that his/her real name was not 'broadcast' to the Community. Also I've no idea if there are any Community rules about giving out personal info which this would be. @Anonymous, @Toby can you advise?
Lover of all things Samsung. Currently using Samsung Galaxy S10 Plus 128gb


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TreggyIII
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@Glory1 wrote:
Well @TreggyIII the only way I can see is if all of us interested in a group letter give you our real names. I personally have no problem with that but I can't speak for everyone else. The person's name could be in a PM to you so that his/her real name was not 'broadcast' to the Community. Also I've no idea if there are any Community rules about giving out personal info which this would be. @Anonymous, @Toby can you advise?

This I'll have to leave up to you guys, I'm happy to draft something and run it by you for comments if I see enough interest, however my guess is that as people have their devices picked up and obtain closure on this whole issue, only a small portion will ever return to this site - perhaps it's worth me PM'ing some of those who've been active in this thread before now.

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Anonymous
Not applicable
@Toby

Thanks for the DM just had a phone call from UK mail, phone's getting picked up Monday
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Toby
  • 11576 Posts
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Good to hear @Anonymous!

Fancy writing a great device review or O2 forum guide? Send me a message!

Get involved:
• New to the community? This is how you get help.
• Want to know who we are? Come and say hi to us.
• Want to have a chat? Drop me a direct message.

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Anonymous
Not applicable

I'd love to add my name to how this has been handled - count me in!

 

Just had the ticking time-bomb picked up today, now happily (semi, it's no Note 7) using my Google Pixel XL which is a very good phone.

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Glory1
Level 43: Bright Spark
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Good idea @TreggyIII
Lover of all things Samsung. Currently using Samsung Galaxy S10 Plus 128gb


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Anonymous
Not applicable

Here is another Laugh-Out-Loud moment from O2, just called about getting my refund etc from my Device.  I said that I believe people have been getting a refund for line-rental, she said if I cancelled the contract completely and not moved to a sim-only package they would refund my line rental.  

 

So if you left to go to Three you would get your line rental refunded, but staying with O2 and being LOYAL gets you nothing, seems like the current trend of treating your customers like poop will continue with O2.

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