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.

[Cleoriff]

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@Anonymous wrote:

This was the week starting the 12th so they shouldnt of been on limited staff I understand this week would be difficult as we have a call centre in the building where I work and that is on limited staff right now.

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Ah apologies. I didn't realise it was so far back. No excuse anyway, UK mail really are a very poor company...:smileysad:

[MI5]

Limited staff is a poor excuse at any time tbh.
If you run a company that revolves 100% around customers there should be enough customer service agents to meet demand promptly at all times.

[jonsie]

Nothing makes me more angry than waiting for a promised call back that never happens. O2, and it would seem UK Mail, are truly awful in this aspect of customer service.

[Glory1]

From the comments posted on this forum @jonsie customer service and UK Mail don't seem go together at all. If it was me I would be screaming at them at this point. FGS the recall was back in September and we're nearly in January 2017. How long does it take to call and arrange a collection.

o2 need to give UK Mail a kick to get them doing the job they are supposedly paid to do and do it yesterday!

[Anonymous]

It might of been a better service if the UK Mail recall number had actually gone through to a person but it is a mail box that for the first couple of weeks of trying to call it was full.

[Glassbeard]

Interesting to see this thread still going and people still frustrated!

From my point of view I've almost given up on UKMail ever arranging to collect the device (having failed once to turn up and then never getting in touch even after that)

So my Note is sitting on a shelf at home taking up space!

I only remembered it because Samsung are going to release the results of their investigation in a couple of weeks and it will be interesting to see what the actual risk is.

Unlike other people though, I have had all my refunds and still have posession of the phone, not that I can do anything with it, but I'm thinking at this stage unless @Toby gives someone a kick up the backside that I might as well mount the thing in a frame as a testament to modern capatalist culture.

[Toby]

Hi @Glassbeard,

Sorry to hear that you're still waiting! I'll see if there is anything we can do. If you get in contact with UK Mail, do let me know.

[viridis]

Wait, what.
You still have a note 7? And you've been refunded...

[jonsie]

Win win....

[Toby]

Hi @Glassbeard,

Quick update, we are chasing this up for you now. I'll PM you when I have any news. However, if you're contacted before then, let me know please if you can.