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.

[MI5]

Back it all up to your PC so you are ready to wipe and exchange when the courier arrives.

[Anonymous]

Backing up to, and restoring from a PC is not reliable in my experience and I don't see why I have to deal with that and risk losing important data on top of having to worry about my phone catching fire.  I have tried backing up to Samsung Cloud as well but I keep getting errors so that obviously isn't the way to go either, at least for me.

Since we are all doing this for safety, not kicks, and since it is an inherent defect I would expect Samsung and O2 would want to make it as painless as possible to swap them out.  Samsung have done their bit.  O2 seem to be floundering,or at least the customer service advisors aren't all in the loop.  I asked an honest question with a yes or no answer. So I'd appreciate an answer from Chris.

[viridis]

But Chris has no authority over dpd or UK mail.
Backing up to a pc is as reliable as it gets, and is going to be your only option.
There are many options available to so so prior to the courier arriving.
Sd card, smart switch, one drive, Google drive, box, Dropbox and many, many more services can allow 100% back up, prior to the exchange.

[Anonymous]

Ok everyone my replacement arrived about 5 mins ago from DPD....

And the box has a small big black square sticker near the imei number so this must show its a safe version and not an original boom boom one haha...

Now to restore this backup haha.

[Anonymous]

@Anonymous I didnt get any time to do a smart switch... the DPD guy just swapped and went as they are on strict timings for deliveries.

I used the PC version of smartswitch to back everything up before the swap took place.

[jonsie]

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@Anonymous wrote:
Ok everyone my replacement arrived about 5 mins ago from DPD....

And the box has a small big black square sticker near the imei number so this must show its a safe version and not an original boom boom one haha...

Now to restore this backup haha.

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So you were well prepared....nice one

[Anonymous]

New Note 7 has arrived! Yay!

And it is accompanied by a small black square on the right side of the barcode sticker!

And now we set up.....again! 👍

[Cleoriff]

Brilliant news @Anonymous and @Anonymous. Enjoy your new toy...

[Anonymous]

I wasn't asking for a guarantee, I was asking how the procedure has been arranged.  Are we supposed to just open the door and hand over the device with all our files in it? Are we expected to have them already wiped for whenever teh doorbell rings? Are we going to get a chance to wipe it then and there if, like me, you simply have no other device to use until the replacement arrives?  

These are all valid questions and the point about a few minutes for a Smart Switch is just as valid. I want to know how an exchange like this is going to play out, I'm not demanding the courier sit down for tea, I'm asking how this is going to work, and I am asking the person most likely to be able to tell me what I can expect.

 Someone here mentioned if it will be possible to exchange in-store, and I hope it will be. 

[jonsie]

Good news, let's hope Samsung can get more supplies out quickly.