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:

---

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]

Hi Toby,

Your message implies that O2 has pretty much finished swapping everyone out. This makes those left feeling even less valued and then you simply put the burden straight back on the customer to get anything to happen. You still havent answered my question as to how far through the list O2 is in terms of replacements. It's a simple question and the answer should be really easy to find. Can we have some communication please.

[Anonymous]

Hi all again, feeling all your pain today. I too was awaiting the call. So as not heard anything i called them for the 4th day in a row. The lady went off to check etc and then came back to say "can't guarantee you'll get that call now today and im really sorry i don't know when it will be now"

Cosmic. Brillant.

I called samsung who took all my details and insisted i chase my supplier (o2) if i havent heard from them by monday (19th). He said i would get a call from samsung within 7 days to see whats happening. He sounded like he knew what he was doing though!

I asked the lady at o2 if i could still cancel my contract as ive passed 14 days now.... she said "errrmmmm.... its something we could look into for you"

Great. More waiting.

Oh well. Must learn to be more patient i guess.

Has anyone successfully cancelled their contract outside of 14 days?!? (No i haven't read all the small print)....

[prototype89]

Given these extenuating circumstances I'm quite confident in saying that cancelling the contract should be fairly easy regardless of what's written in the terms and conditions.

[MI5]

I doubt you have any legal right of cancelling but O2 might make an exception, however, I would expect them to talk you into a different device first.

[Anonymous]

Still haven't had a call 😭

Not feeling very loved, especially as someone called me on the first morning of pre-order to sell me the phone...seems that it is easy when there is an incentive but no one wants to know now 😭😭

[Anonymous]

Well just been on to CS again and been told I won't be getting a call back now until they have more stock as they havery run out of replacement handsets also pre ordered iphone 7 to be delivered within 2 weeks and now being told it could be 21st of Oct before its delivered but it's not their fault it's Samsung and apple that are to blame.....may be time to change carrier because this is beyond ridiculous now always used to praise o2 but this has made me lose all confidence after 10 years of contracts

[Cleoriff]

Maybe @Chris_K needs to come back to this thread to update the very disgruntled customers who appear to be waiting for

1) Call backs 2) Replacement phones or 3) an update on what exactly is happening?

[Toby]

Hi @Anonymous,

I'm sorry if you feel this is how I came across, as that was not my intention at all

Please feel free to send me a PM and we can have a chat about how best to help.

[Toby]

---

@Cleoriff wrote:

Maybe @Chris_K needs to come back to this thread to update the very disgruntled customers who appear to be waiting for

1) Call backs 2) Replacement phones or 3) an update on what exactly is happening?

---

Hi @Cleoriff,

I appreciate that many are still awaiting info and we will update as soon as we can.

[pr3cociousmous3]

Samsung COO in the US publicly apologises, and promises that all existing note 7 owners will have replacement phones by wednesday:

http://www.androidauthority.com/samsung-president-sorry-note-7-716920/