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 just want my money back.  Why the hell is even that so bloody difficult for them to get right?  The most optimistic of people could right-off the entire Note 7 double recall and replacement/return disaster as an unfortunate turn of events simply because something of that scale has not happened to O2, fine, so they couldn't cope and nobody knew wth they were doing, fine, we'll ignore their glaring incompetence.  But refunds...? Surely it's not THIS difficult to do atleast this much right????  Or are they trying to see how much money they can get away with not giving back and see how many of us simply don't notice?  

I don't care if it's £8 or £800 - ALL refunds should be back in accounts asap without a sniff of an argument, without a penny unpaid and with lots of apologies!!!  Unbelievable...

[Glory1]

You are absolutely correct @Anonymous. It's absolutely criminal that we are nearing the end of November and you are still awaiting a refund. And yes the amount of the tefund is immaterial. It's owed and should be returnrd.

Have you PMd @Toby or @Anonymous about this. Surely they would be able to assist you.

I wish you the best of luck and hope you get your money back soonest.

[Cleoriff]

Not good at all @Anonymous

I hope @Toby will be able to expedite the return of your money. I have tagged him to the thread again..:smileysad:

[Paul112]

*UPDATE* I received this post card yesterday in the mail from UKMail, Saying the need me to call them as they need to collect the Note7.

https://www.dropbox.com/sh/dz2ce9vdvlywszx/AAAm1DQ0iUzvPDCBvPF5a7d2a?dl=0

If this is thanks to the help of @Toby thankyou!! And I would suggest anyone else waiting to have theirs picked up call the number on the card to discuss with UKMail.

[Toby]

Hi @Anonymous,

Sorry to hear you're still waiting! I'll answer your PM and tend to this asap.

@Paul112, good to hear you have the card! Let us know when its been picked up.

[Paul112]

No luck at all, called the number every day since I got the card and it just says that the mailbox is full, just called the o2 direct line to be told it's in the hands of UKMail to contact me now... lolz

[Anonymous]

I've given up hope that they will ever pick the phone up. Maybe I can use it at New Year as a firework!? Would be funny if it wasn't for the fact I am still waiting for them to refund me. Yes it's only the upfront cost and one months device payment, but still... £70 is £70!

[Toby]

Hi @Anonymous,

Have UK Mail contacted you at all since you and I last spoke? If not, let me know and we will contact them.

[Glassbeard]

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@Paul112 wrote:
*UPDATE* I received this post card yesterday in the mail from UKMail, Saying the need me to call them as they need to collect the Note7.

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I got that too.  It was very exciting.  But I've had enough of doing the chasing.  UKMail have already failed to turn up once when arranged and the phonecall promised the day afterwards never occured.  If O2 want the phoone they can call me and arrange to come at a time convenient to me (evenings or specific times at weekends) as I arranged specifically to be at home all day and UKMail completely failed to come.  Not including the hours I've already spent on the phone.

Refunds are interesting.  O2 refused to refund me the full amount I paid in advance because the person who made the sale lied to me and said they were writing off my existing balance on my old phone as part of the upgrade if I paid 80ish (can't remember exact figure) upfront....  Now o2 have stated that the money i paid was for buying out the old contract and they won't refund it.  Eventually agreed to 19.99 + one months line rental + one months device plan, which I accepted...  However so far only the 19.99 has been paid back, not the other £50ish.

I'm half tempted to send an invoice for my time to the accounts department at o2, at this point it's probably not far off the actual cost of the phone!

It's all rediculously frustrating.  Suffice to say I won't ever be buying a phone via o2 again in either a personal or professional capacity! I'm not even sure I'll keep the sim only deal I have with them if the terms ever change.

[Anonymous]

@Toby nope! May have potentially missed a call but they didnt leave a voicemail and noone answered when i called back so unsure!?!