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.

[viridis]

People still have note7???
Wow!, just Wow!

[Anonymous]

I do! And I literally cannot get rid of it, no matter what I try! (Other than throwing it out of the window)

[Anonymous]

I am thinking of putting mine in a frame and hanging it on the wall

[Cleoriff]

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@Anonymous wrote:

I am thinking of putting mine in a frame and hanging it on the wall

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As long as it's on a wall far far away....

[MI5]

You could always throw darts at it

[Anonymous]

Well! I have tried reaching the online chat centre, their stores and also tried calling the dedicated numbers for returning the Note 7 but O2 seems to be least bothered. On top of it, they blocked my number in December 2016. I am still paying for the airtime and device plan. Seems like Ombudsperson will be my best friend. Will send them a final reminder tomorrow before escalating it.....

[MI5]

Make sure you get refunded for the payments since December too....!

[Glory1]

I really can't believe it. We are nearly at the end of April, the second recall was September/October last year and @Anonymous is still waiting for the Note7 to be collected. And being charged for a phone she/he can't use.

Clearly o2 aren't bothered about the phone being collected as they are stilf being paid. Not only should @Anonymous be refunded all payments since December but compensation for all the hassle she/he has been put through trying to get the phone returned.

It really shouldn't be this hard, or take this long, to return a phone.

[Anonymous]

Mate! Hassle doesn't even nearly describe the ordeal I have been through. They don't have any justification for suspending the services to my number. All I got replied was that all the customers were informed that the phones will be barred. I get that but why were the services to the number barred???? Also, while trying to get the number re-activated, one of the O2 reps even said that the services have been disrupted since I did not pay my bills. And when I asked which one, he replied the latest one. Really! The bill which is about 5 days old and I still had about 15 days before the due date and for which I have direct debit set up..... Height of lack of knowledge or shall I say expertise in stupidity.... O2 has earned all such rewards....

[MI5]

There's an excellent complaints escalation process here which gets good results too http://www.resolver.co.uk/