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.

[Glory1]

This saga just runs and runs. It should have been done and dusted ages ago. All handsets collected and any money paid to o2 (upfront costs and/or monthly payments) refunded.

To also learn that customers' credit has also been impacted through no fault of their own just exacerbates an already untenable situation.

After this debacle o2 can no longer boast as having the best customer service. During the two recalls o2 customer service has been appalling.

It turns out I, and others like me, were the lucky ones never having received the Note7 prior to the first recall.

As for the dedicated team handling this @jonsie - clearly they're not that dedicated!

[Glassbeard]

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@Glory1 wrote:
This saga just runs and runs. It should have been done and dusted ages ago. All handsets collected and any money paid to o2 (upfront costs and/or monthly payments) refunded.

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I've had to make my 3rd call about refunds now...  13 days after being told I would be paid in 10 days and only getting 1 of the 3 payments I get told that the phone payment had only been processed for BACS on the 1st (which meant it should have been in my account today..  But it isn't so far.  Got the usual guff about it taking up to 10 working days, which would be the case if it was put through on a friday before christmas and christmas fell on a monday   which is the only way that 3 working days could possibly stretch to 10....  The final payment hadn't even been done at all and that was just credit to my account......

So that's another 30 minutes of my life down the drain and evil looks from my bosses as I need to stop working to make a call.

And to top it all just got a text from o2 saying that UKMail have been trying to get in touch and could I phone them.  They haven't phoned at all since they failed completely to turn up to collect the device.  Bearing in mind I have my phone with me 24/7 and i'm out of signal for about 5 minutes a day they clearly haven't been trying very hard.  The fact no one from UKMail or O2 has had the courtesy to let me know why they failed to turn up whilst I sat at home all day astounds me and it's been weeks since then.

I'm thinking of just binning the phone at this point, I'd be interested to see what the legal reprecussions of that would be though, I'm assuming that o2 need to provide proof to Samsung that they have collected devices in order to be compensated, but I'm wondering at this point if samsung have refunded them entirely which is why they aren't making any effort at all!

[Paul112]

Just got that text too, UKmail have never once attempted to contact me over the phone, I did get that card in the post but that number didn't work, I have my refund so it's just the phone to be collected for me now

[Paul112]

And @Glassbeard I've read somewhere in the USA that some customers have had to just bin their phone due to flight bans so could be a possibility lol

[viridis]

Before anyone goes binning it, call and notify o2 that you intend to dispose of the goods by means of local recycling centre after it is destroyed safely and see what they say......

.....then send it my way for review lol

[Cleoriff]

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@viridis wrote:
Before anyone goes binning it, call and notify o2 that you intend to dispose of the goods by means of local recycling centre after it is destroyed safely and see what they say......

.....then send it my way for review lol

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However would you write a review about it @viridis? Would you be covered head to toe in an asbestos suit?

Would the gloves restrict your typing skills?

[jonsie]

Mmnn..... 😉 

[Toby]

Hi @Glassbeard and @Paul112,

Have you contacted UK Mail again since they said they tried to get in contact?

[jonsie]

I find it oh so wrong that a customer needs to be chasing O2 and couriers. 

[Cleoriff]

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@jonsie wrote:

I find it oh so wrong that a customer needs to be chasing O2 and couriers. 

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Chasing O2 is one thing...I thought we always advised that it was O2's job to chase up couriers?