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.

[Anonymous]

I'm still waiting for my Note 7 to picked up! Getting ridiculously annoyed with o2 now.

[jonsie]

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@Anonymous wrote:

I'm still waiting for my Note 7 to picked up! Getting ridiculously annoyed with o2 now.

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Can you possibly help @Toby?

[Glassbeard]

Arrgh, sat in all morning waiting for UKMail....  No show!  Brilliant.

[Toby]

Hi @Anonymous,

Sorry to hear that, I shall ask the rest of the team to see what's going on with that.

@Glassbeard, have you contacted UK Mail this afternoon?

[Lidenbrock]

Thankyou O2

At last my refund for £812.98 (note 7 plus cover) has come through. Admittedly it took quite a few calls (no cost to me fortunately). I accept that this was an "out of the ordinary event" well I hope it was for I'm already planning for a Note8. There were however issues. Many of the staff were ill informed and quite frankly had to add lib their way through the calls. Food for thought - I wouldn't be the least surprised if you have lost some staff lately.

That said for those still looking to be refunded, I suggest the following - call the dedicated number at the start of this stream rather than 202 and explain the situation.

I had a preordered phone (paid in full phone and cover) got just before the first recall (remember the press saying UK buyers hadn't received). Then the day I received my replacement Note7 - Samsung recalled all phones. Here lies the problem - I don't think O2's software can really deal with that. There was a mix up first phone recorded as being replaced - nowhere to input the second - so despite acknowledging I'd get a refund it wasn't activated (system thought I had been given a replacement). It took 15min for a very helpful gentleman (wish I can remember his name to thank him) who had to reverse everything for the refund for the second phone to activate. 5 days later back in my account!

[Cleoriff]

Thanks for that informative update @Lidenbrock. I am sure it will help @Toby and the team to understand why others may be having an issue with the refund process.

So pleased you got your money back in the end. Well done for persevering...:smileywink:

[jonsie]

It can't have been easy with 2 recalls but it could and should have been handled so much better. Good information @Lidenbrock

[Toby]

Glad to hear you have your refund @Lidenbrock and this is really useful feedback from you. Feel free to share any on anything else in future!

[Anonymous]

@Toby I got a call from 02 today asking if I had returned the phone even though i did like 3 weeks ago. Is this a routine call going out to all customers? Or should i be worried?

[Anonymous]

Uhmmmm am i the only one still waiting to have the phone picked up?!