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]

Call Samsung directly and get a replacement through them.

See my post earlier.

[Cleoriff]

This is excellent news @Anonymous. So pleased Samsung are offering replacement phones. No wonder they asked that everyone contacted them...NOT the supplier...(as per post 26 on this thread)

[MI5]

and at least twice by Chris.

[Cleoriff]

Splendid

[MI5]

Yes indeed.

[prototype89]

Called my O2 store and they told me categorically not to return my VR headset, just to bring in the phone. Call again for a second opinion and was told the same thing.

I bring in my phone and told that they cannot process a return unless I bring in the VR headset, which is a pain considering I drove across the city to get to the store. To make matters worse I'm told that I won't be getting a VR headset or any other pre order gift when I pick up the Note 7 later on.

I ask O2 wether I can do an exchange direct with Samsung but I'm told that if I have any problems in future, given that the replacement phone will not be an O2 IMEI phone I won't be entitled to any help from O2 in future.

Delightful! 

[jonsie]

In that case then do as suggested and contact Samsung direct.

[Anonymous]

No phone call from O2 yet, despite having ordered mine on the first day of pre-order. It is an Onyx Blue, so they have had those already. Will call Samsung today and see how it goes. Like Jam0r, no sign of overheating on charging.

Ironically, the reason that I have no other phone is that just before getting my Note 7, my Note 4 got stuck in a looping reboot that seems to have been caused by overheating... It's been in for repair with the Samsung Experience store for 2 weeks now and no indication of when it will be back. Managed with just my Gear S watch for calls for a short while but can't do 2 months!

[Anonymous]

I don't see how they can put a time limit of 14 days on the recall. The O2 cooling off period is 14 days, I think, so if you want to switch from the Note 7 to a completely different phone, that might apply. But in terms of those of us who want to stick with the Note 7, or even if you want a refund, the consumer rights act has a 30 day right to reject goods that are of unsatisfactory quality and a 6 month right to repair or replace.

http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act#repair-or-replace

The risk I guess is that Samsung *could* insist that you wait until your particular device blows up before they replace it, rather than their current proactive stance, but I wouldn't have thought it would be in their PR interest to do that.

...and I also don't see how they can enforce the return of the Gear VR. Effectively we made a contract for that by ordering the phone early and as far as I can see, that contract still stands.

This is all IMHO - I am not a lawyer, but *am* in charge of an IT department and do buy IT stuff.

[Anonymous]

Honestly I wouldn't bother going through O2 to sort this out, especially if you are happy with the Note 7, I'd go directly with Samsung.

Also the chances are that Samsung may provide some compensation (there is talk of them supplying 128GB SD cards) which if you go through O2 and cancel under the 14 day period you probably won't get.

The lady on the phone at Samsung mentioned nothing about returning any accessories when I spoke to her but I guess more information will arrive when i'm called within 7 days or so.

O2 are sending me a giffy bag but i'm going to ignore it.

I've also turned off fast charge for the time being