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.

[jonsie]

Sums up the whole farce. I'm sure they make it up as they go along. 

[Gsdworld21]

It's all confusing. I called yesterday regarding my refund and was told that I would be refunded 2 payments for the note7. Plus the upfront cost plus part line rental of £14 because its paid in advance and because the note7 was cancelled so was the airtime plan which I didn't understand but I knew that I was owed money. Glad they told me otherwise I wouldn't have known. The agent also said that it could be refunded by BACS payment and it would take up to 10 days. It's appeared in my bank today so that was really quick.

[Anonymous]

Likewise... I rang as I'd paid £46 to upgrade to the Note 7 in August and then £57 for September...was told by CS yesterday about the 7 to 10 days to get the refund through but that it would definitely go through and to be "rest assured".... this is day 8 after I initiated the return via CPW so I'm hopeful for early next week.

[Lidenbrock]

Well call me doubting Thomas - I'm due £777.99 for my Note7 - paid in full. Have been assured that the phone I returned on Wednesday will be refunded to my "method of payment" at the time but can't help feeling I'll need to make another phone call or two.

[Anonymous]

I have been with O2 since they became O2 - and previously with Cellnet. Having been involved in this Note 7 fiasco and having seen how I was treated and others, I have pushed the button on an upgrade... I am leaving O2 as of Wednesday next week. I have been lied to, wasted huge amounts of time, and basically left in the lurch by a supplier that I have spent thousands with over the years. Voting with my feet is the only option. They still havent managed to get UK mail to call me to arrange pickup of the Note 7 and I have now called twice over the course of two weeks. I think O2 have some big lessons to learn. Their leadership didnt get a grip on this situation at all. tarnished...

[jonsie]

No one can blame you mate. I thought farce was dead but O2 have brought a whole new meaning to it.

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@Anonymous wrote:
I have been with O2 since they became O2 - and previously with Cellnet. Having been involved in this Note 7 fiasco and having seen how I was treated and others, I have pushed the button on an upgrade... I am leaving O2 as of Wednesday next week. I have been lied to, wasted huge amounts of time, and basically left in the lurch by a supplier that I have spent thousands with over the years. Voting with my feet is the only option. They still havent managed to get UK mail to call me to arrange pickup of the Note 7 and I have now called twice over the course of two weeks. I think O2 have some big lessons to learn. Their leadership didnt get a grip on this situation at all. tarnished...

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[MI5]

I gave you kudos for that.
O2 have forgotten completely what customer service is.

[RJKennedy]

Note 7 being collected tomorrow, can't wait for this to all be over.

I have the iPhone 7 now, and funnily enough o2 have been brilliant with it! Regular messages and emails. It's now clear where their priorities have been all this time.

[Anonymous]

I'm still here reading all of your messages, and getting steadily more and more disappointed and angry with o2's customer service. I called the dedicated number and booked my phone in on the 11th October, still haven't heard anything from o2. No update, no phone calls, nothing from UK mail. I've put a complaint in, and surprise surprise, I haven't heard back on that either! Still have no phone, and I am currently looking at other network providers, the only thing keeping me with o2 is the fact I get signal where I live (which is literally in the middle of nowhere) and other providers signal just isn't as strong! I may just have to suck it up and resort to wi-fi calling instead.

Sorry O2 - this has been the longest 2 months of my life. I ordered the Note 7 2 months ago today, received it 7 days later. I massively regret swapping from Iphone to Samsung (Samsung is a better phone!) but I know I wouldn't have had all these issues if I had stayed with Iphone. Such a shame.

[Anonymous]

I wonder if O2 and UKMail are part of the same company..

UKMail called to arrange collection and told them I was away until Friday. They agreed to collect the note 7 between 6pm and 10pm.

Did anyone turn up? No of course not.

Just called O2 and they will get them to contact me again.