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]

Thanks for the official Samsung link @Muird79. It does state they will start to roll out the exchange devices from 19th September. So a bit of patience is required I think

"UK Galaxy Note7 Exchange Programme

For UK customers who have Galaxy Note7 devices, Samsung in collaboration with its partners and operators, will voluntarily replace their current device with a new one.

UK customers who have Galaxy Note7 devices will be contacted by the provider or operator from which they purchased the product in order to arrange their device exchange. The exchange of units will begin from 19 September 2016.

If you have pre-ordered your Galaxy Note7 and you are waiting for delivery: we apologise that you have not received your new Galaxy Note7. We have been working with our partners to supply a replacement device to you. We will have a new Galaxy Note7 on the way to you as soon as possible.

Customers with Galaxy Note7 service related questions can also contact the Samsung customer service team on 0330 7261000."

http://www.samsung.com/uk/note7exchange/?CID=AFL-hq-mul-0813-11000279

[MI5]

So the 14 day rule isn't applicable then as Samsung will be replacing all phones regardless, as we thought.

[Cleoriff]

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@MI5 wrote:
So the 14 day rule isn't applicable then as Samsung will be replacing all phones regardless, as we thought.

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No it isn't @MI5 and I think O2 need to get their customer service team ready to respond with the advice provided by Samsung (who have made their intentions very very clear) If this process isn't followed then there are going to be a lot of very angry customers. Maybe @Chris_K will be able to confirm this is the action O2 will support?

[TreggyIII]

Looking at this latest UK update, it reads an awful lot like Samsung are backing away from replacing the devices themselves - at least in the UK - in favour of us going through our providers' returns process.

I hope they clarify this, as I (like many of you who's posts I've read) would prefer to have the device replaced by Samsung directly, it strikes me that this might be a quicker and cleaner process, also it's always nice (in my opinion) to have a device as close to stock as possible - although I must admit I'm not really seeing any O2-specific customisations on my Note7 to the extent that I did wonder if all of the devices actually carry a generic CSC, however this is not the case - mine is N930FO2U1BPH1, and I know phonearena.com had a post a couple of weeks ago about how the Verizon CSC had some issues with the settings menu.

Would anyone else prefer a stock phone as opposed to a carrier-customised one? When I had my phone call from O2 CS I did ask how that might affect things like warranties, future repairs, etc. and I was assured it would not - can anyone from O2's Social Media team clarify this position? @Chris_K? Presumably such a device would come SIM unlocked - which I'd be surprised if the providers were happy to allow.

Also, to O2 CS - thank you, I think you did a great job of contacting your customers, especially in my case, it was obvious you didn't have a lot of information to go on but I was really impressed at how such a small team was open to finding out the answers to my questions in order that they might better help other customer's they spoke to later (I spoke to Kirsty who told me there was a team of I think 8 dealing with over a thousand pre-order customers - I was actually quite surprised this number wasn't higher, I guess Samsung limited pre-order stock among the providers).

[MI5]

In all likelihood, Samsung will be providing phones to the same spec as original, so if it was an O2 phone and locked, the replacement would be too.
There are no rules as to who you go through for replacement, either Samsung or O2 and you will get the same result either way.
If your phone is locked, you can apply through your MyO2 to have it unlocked for free anyway, so makes no difference to O2 what you get either.

[viridis]

And.....
O2 might be difficult about unlocking them....

[MI5]

I would have disagreed about that (hoping common sense would prevail) but then I remembered the Amazon FirePhone (or whatever the darned thing was called)

[viridis]

I would hope too, I just remembered the new "policy"

[Anonymous]

Am I the only person O2 have made no effort to contact?  I don't expect a personal call, but an email/text with a quick explanation - perhaps pointing to this thread for updates - would have been nice!  If the phone issue wasn't in the media, I'd probably be none the wiser.

[MI5]

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@Anonymous wrote:

Am I the only person O2 have made no effort to contact?  

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No, someone else asked earlier too.

O2 will be contactng you all directly, but they have quite a few customers to get through.