cancel
Showing results for 
Search instead for 
Did you mean: 
Ask a Question

Samsung Note 7 Update

Optus
Online Community Manager
Online Community Manager
10 750 137K

Updated 10th October 2016

We've provided a updated via this new blog. Please refer to this for all further updates and to ask any questions you may have

 

Updated 27th September 2016 – Samsung Gift Redemption

 

Samsung will be offering customers who have swapped their faulty Note7 devices for new Note7s a thank you gift in the form of a $50 Myer, Woolworths, Hoyts or Netflix voucher for their ongoing support throughout the recall process.

 

This offer will be communicated by Samsung via a push service notification and will be available only from the MySamsung App for customers using a Samsung Account.

 

For Optus customers who have not returned their faulty Galaxy Note7s to Optus and would like a new Note7: Customers should visit their local Optus store as soon as possible to initiate the swap process. The $50 voucher from Samsung will be made available to customers once the swap process has been completed and the new Note7 device has been activated, subject to the Samsung promotion end date (below).

 

Samsung’s offer ends 23rd Oct 11:59PM.

 

For Samsung terms and conditions, please click here 

 

For further support, please contact the Samsung Promo Customer Service Team support@promotions-samsung.com

 

Updated 22nd September 2016 – Stock Delivery Update

 

If you have already returned your faulty Galaxy Note7 to us and are waiting for a new replacement Note7

We expect stock to start arriving in stores after 22 September (although this is subject to the location of the Optus retail stores). Stores will be contacting customers directly to advise them when their new Note7 is available to pick up in store.

 

If you haven’t yet returned your faulty Galaxy Note7 to us and would like a new Note7

Customers should visit their local Optus store as soon as possible to initiate the swap process. The estimated turnaround time is 3-5 business days for you to get a replacement Galaxy Note7. While you wait, customers can take up a temporary loan phone (if available), or use your own temporary device.

 

Updated 20th September 2016 - Galaxy Note7 Software Update from September 21

Samsung Australia has announced a software update for all Galaxy Note7 users in Australia. This software update will help users identify whether their Galaxy Note7 is an affected smartphone that should be replaced immediately, or a replacement model that is safe to use. 

 

For more information, please click here

 

Important Information for Galaxy Note7 Owners

Samsung Electronics Australia is taking the voluntary step to recall all Galaxy Note7 smartphones in Australia. Samsung Electronics Australia advises all customers who use a Galaxy Note7 smartphone to immediately power down their device, return it to its place of purchase and to use an alternative device until a remedy can be provided.

 

What you need to do

Optus customers should visit their local Optus store to discuss their immediate remedy options which will include (where available) a temporary replacement phone until the new Galaxy Note7 replacement becomes available. Customers who do not wish to wait for a replacement Note7 can get a refund of handset repayment charges, or change to another phone on a new plan, without incurring cancellations fees.

 

Where can I get more information

For Samsung’s full media statement and FAQ, please click here.

 

We’ll be in touch with our affected customers directly to assist with resolving the issue and also provide regular updates here.

749 Comments
IBS
Contributor
Contributor

From that link the Samsung site says it requires form to be filled in with one of these model numbers

 

The models affected are:

SM-N930FZKAXSA

SM-N930FZKATEL

SM-N930FZKAVHA

SM-N930FZKAOPS

SM-N930FZDAXSA

SM-N930FZDATEL

SM-N930FZDAVHA

SM-N930FZDAOPS

SM-N930FZSAXSA

SM-N930FZSATEL

SM-N930FZSAVHA

SM-N930FZSAOPS

 

The model number TAB is compulsory but the phone only lists the model number of

 

SM-N930F

 

without the extended letters. How do I find the correct model number?

anthony
Contributor
Contributor

Thanks for the prompt update, I will continue to use mine until replacement devices are in stock. 

Ifntvlyz
Occasional Visitor
Occasional Visitor

Can u explain a but abiut replacement repair and refund? All customer can do that?

Hollie
RetiredModerator
RetiredModerator

Hey @IBS, We're just following up on whether your model number is included in this. We'll touch base as soon as we've confirmed.

 

@Ifntvlyz, if your Note 7 is one of the affected models you have the option to have it repaired, replaced or refunded. The best place to chat about this in more detail is at your local Optus store.

AlvinC
Occasional Contributor
Occasional Contributor

Hello,

 

To enquire the full model number of your Note 7, you may contact Samsung.com.au live chat (they answer the chat quite promptly) for them to identify your full model number of your device.

 

The Samsung rep on the chat asked me where I purchased the Note 7, what colour, the IMEI and Serial Number. FYI - the IMEI and Serial numbers found in Settings>General Management> Status.

 

You may place your contact details at http://www.samsung.com/au/galaxynote7-notice/ for Samsung to contact you about the next steps involved.

 

AlvinC
Occasional Contributor
Occasional Contributor

FYI - Samsung has updated on their site of the affected models.

 

The models affected are:
Galaxy Note7 Black - Open (SM-N930FZKAXSA)
Galaxy Note7 Black - Telstra (SM-N930FZKATEL)
Galaxy Note7 Black - Vodafone (SM-N930FZKAVHA)
Galaxy Note7 Black - Optus (SM-N930FZKAOPS)
Galaxy Note7 Gold - Open (SM-N930FZDAXSA)
Galaxy Note7 Gold - Telstra (SM-N930FZDATEL)
Galaxy Note7 Gold - Vodafone (SM-N930FZDAVHA)
Galaxy Note7 Gold - Optus (SM-N930FZDAOPS)
Galaxy Note7 Silver - Open (SM-N930FZSAXSA)
Galaxy Note7 Silver - Telstra (SM-N930FZSATEL)
Galaxy Note7 Silver - Vodafone (SM-N930FZSAVHA)
Galaxy Note7 Silver - Optus (SM-N930FZSAOPS)

 

Alanaj
Member
Member

Optus Melton would not take my phone back.

I didnt want another phone or loan phone, i just wanted to return it, retain my number and plan without the phone note 7.

 

danz207
Contributor
Contributor

@Alanaj Wait a little longer. The post says that they're still awaiting resolution information from Samsung, so when they have the information; you'll be able to return it.

Rockdad83
Contributor
Contributor

Download CPU X app to check your model number. 

 

So does that mean my note 7 N930FXXU1APGG is not being recalled? 

elendrilex
Occasional Visitor
Occasional Visitor

Rockdad83 i got a similar model number when i checked on my device: N930FXXblahblah but when I spoke to samsung aus via the live chat they told me my model number was N930FZKAOPS 

Danzemon
New Contributor
New Contributor

@Rockdad83

 

Contact Samsung via their live chat. They will need the following:

Color
Where you purchased
IMEI and Serial numbers.

I have that same android build on my phone but after contacting Samsung I have learnt that my mobile is one of the affected models. Best thing to do right now is to keep that phone off and go to your local optus shopfront and get a temporary phone while we wait for more information! Myself I will be getting it replaced as I am really impressed with the phone itself.

IBS
Contributor
Contributor

Using AlvinC 's updated post. It shows 3 optus codes only. 1 for black, ...and 1 each for the other 2 colours. Use the corresponding one that matches your phone colour.

Danzemon
New Contributor
New Contributor

@IBS my note 7 that I have on contract with Optus is SM-N930FZKAXSA an unlocked model. 

IBS
Contributor
Contributor

Actually, so is mine i found out after contacting samsung live support

Hollie
RetiredModerator
RetiredModerator

Hey Guys!

 

Just to confirm, the model numbers aren't something that are actually available via the phone it's self so the ones provided on the Samsung website are what you'd need to use if contacting them so for example - if you have the Note 7 from us in Black you'd use N930FZKAOPS if sending through info via their website.

 

As per our statement though, if you can pop into your local Optus store they are the first point of contact and will be able to assist you further.

 

@Alanaj - our staff in store should definitely be able to assit with this. Sorry for the troubles 😞 I'm in the process of passing this feedback on to the store. Please sit tight and I'll touch base with you as soon as we have a response.

 

Rockdad83
Contributor
Contributor

 I'll hang on to mine until I here back from Samsung,  or I'll visit my local optus store sometime tomorrow or Tuesday. Ive had mine since the 19th of august with no issues so far. I can't really do without a phone and will take my chances.  Just won't charge over night. This phone is still a beast! 

Danzemon
New Contributor
New Contributor

@Rockdad83 I too still have mine till we get an official update from Samsung. I've been to my local optus shopfront and I have already initiated the process and currently using a loan phone (J1 Mini). I rather be safe than sorry and keep my suspected Note 7 switched off as a precaution.

Soareric
Frequent Visitor
Frequent Visitor

I'm returning my handset 2moro for a full refund. I don't know exactly how it's going to work as I have a new contract. Maybe I'm able to swap the contract onto a different handset. I'm not a fan of the s7 so I hope I can maybe swap it over onto a different brand.

Alanaj
Member
Member

I believe you can have your contract cancelled soareric, you cannot be forced to accept a different phone. You should be entitled to a refund and cancellation if that is your preference.

S18
Occasional Visitor
Occasional Visitor

I went to the same Optus store I got the Note 7 from on contract. They allowed me to swap to a handset of my choice and was out of the store in 10 minutes. Great customer service from the Altona Gate store. 

Alex_H
RetiredModerator
RetiredModerator

Hey @S18, thanks so much for the great feedback! Happy to hear that we were able to give you an awesome in-store experience 🙂 

Soareric
Frequent Visitor
Frequent Visitor

I'm just a little worried the store is going to make it hard for me because I brought from online Optus store. Australian law states any major recall or fault I can return the phone no questions asked so I'll let everyone know how I go 👍

Danzemon
New Contributor
New Contributor

@Soareric you should be able to. I did mine sucessfully as I pre-ordered the Note  7, hence why I am on a loan phone at the moment while waiting for the replacement stock, 

Angii1990
Frequent Visitor
Frequent Visitor

I have an affected model..and signed a 24 month contract? I cannot go without a phone are we able to swap for a different phone or cancel the contract? How does it work? I have lost faith in Samsung, the last two notes i had wrre faulty and always over heating

Scott_M
Valued Contributor
Valued Contributor

Hi @Angii1990, While we are waiting for further information from Samsung, I suggest taking the device back to your Optus store as they can arrange an immediate solution for you in the meantime. 

Soareric
Frequent Visitor
Frequent Visitor

Airportwest store was a great! Massive thanks to the girls and boys down there 💪

Scott_M
Valued Contributor
Valued Contributor

Thanks @Soareric! 🙂 I'll pass that on to them.

emm23a
New Contributor
New Contributor

If we are on a contract with monthly handset repayments, are we still required to pay these or will they be credited to our bill once the issues are sorted out? I know it is not Optus' fault but I find it highly unfair to have to pay the monthly handset repayments when we have a faulty device that we've been advised not to use.

ninjakitten
Frequent Visitor
Frequent Visitor

So im going to my local store tomorrow to organise my return. Will i need to bring everything back like the box and everything? I'm wanting to get a different phone.

Rockdad83
Contributor
Contributor
Samsung says you can keep the accessories ninja kitten. There's an update on Samsung Australias facebook page if anyone is interested Customers who have purchased directly from Samsung will be offered the following options: 1 Exchange affected Galaxy Note7 device with a new Galaxy Note7 (available within 3-4 weeks). While customers wait for their new Galaxy Note7, customers may request a courtesy device to use whilst waiting on the replacement device. 2 Full refund of affected Galaxy Note7 device and refund of any Note7 specific accessories; Purchase invoice is required for refund processing.
cbourke
Frequent Visitor
Frequent Visitor

Yesterday I went to the Macquarie Centre optus centre to return my phone (I'd like to wait for a repair/replacement) but they wouldn't accept my phone without the whole box it came in with all the accessories. I said the Samsung recall FAQs stated the accessories don't need to be returned, so he handed me a print-out of the FAQs and when I read it after leaving it said the same thing - I don't need to bring back the accessories but he still wouldn't accept my phone.

 

So I returned again today with my phone and all the accessories in the original box, and they said the policy has *just* changed and they can't accept the phone at all and cannot offer any solution right now. The temporary replacement phone can only be provided if the recalled phone is handed back in which they won't allow me to do. All they did was take my name and number to contact me when they know more.

 

I understand it's a Samsung fault and not from Optus, but I haven't received any helpful support so far. It's been 4 days since I f

 

 

Rockdad83
Contributor
Contributor
I'm in optus now Ill let you now how I go cbourke
cbourke
Frequent Visitor
Frequent Visitor

Above comment was posted too early... Was trying to say its been 4 days since the recall had been posted on media and in that time I haven't heard anything from Optus. I have only been attempting to return the phone after looking into all the details myself.

 

I really hope Optus has a useful solution ready soon!

Rockdad83
Contributor
Contributor
So that was quick. So I went into optus nowra nsw and they have absolutely no idea what's going on, so I just left my details with them.
cbourke
Frequent Visitor
Frequent Visitor

I don't understand how the staff/stores have no idea what to do when the website includes all the details on what customers are supposed to be doing?

 

I understand it's a tricky situation but there still needs to be a proper solution for affected customers...

Danzemon
New Contributor
New Contributor

@cbourke That is odd indeed. When I went to my shopfront, they had the information ready and they gave me a temporary phone to use while waiting for the new replacement model to come in stock in about 3 to 4 weeks. 

Angii1990
Frequent Visitor
Frequent Visitor

Im thinking of swapping to an Iphone. Has i have had nothing but trouble. I wonder if i can

Rockdad83
Contributor
Contributor
The sales girl looked at me like I was speaking an alien language
Danzemon
New Contributor
New Contributor

Angii, I believe you can without picking up any cancellation fees if you are on a contract. However I would double check with your local optus store just in case I am wrong or if an Optus moderator can confirm for me!

ninjakitten
Frequent Visitor
Frequent Visitor

They've updated the top of this post with this "Optus customers should visit their local Optus store to discuss their immediate remedy options which will include (where available) a temporary replacement phone until the new Galaxy Note7 replacement becomes available. Customers who do not wish to wait for a replacement Note7 can get a full refund, or change to another phone on a new plan, without incurring cancellations fees." so no there wont be any cancellation fees. I honestly hate hearing about the incompetance of the staff at retailers.

 
cbourke
Frequent Visitor
Frequent Visitor

Yeah so even the most recent update from Optus on this announcement is them telling us to go to a Optus store to hand it in for a temporary replacement phone, yet the actual stores don't know about this.

So frustrating!!!

Rockdad83
Contributor
Contributor
There's no way you have to hand your accessories in cbourke. All Samsung require back is the phone. I read Samsung Australias official statement last night. Anyway, I'm just holding onto mine and using it as normal until optus rings me. I've made myself known to my optus store as requested, it's in their hands now.
cbourke
Frequent Visitor
Frequent Visitor

 Yeah that's what I thought from reading the statements/FAQs as well... Even the piece of paper he handed to me said that and he still wouldn't believe me haha...

Rockdad83
Contributor
Contributor
Just got a phone call from Samsung repeating the same thing about just asking my phone in my carrier service and they'll let you know the next steps to take. I said but I talked to my store today and they have no idea what's going on and aren't how to go about making an exchange etc. Then the lady from Samsung repeated the exact same thing straigh after I told her what my store just said. Did you just not hear me?! Pretty ironic really, considering optus and Samsung being two communication giants and having such poor communication with each other.
ninjakitten
Frequent Visitor
Frequent Visitor

Just thought i'd update you all about my situation. I rang my local Optus store and told them i had a Note 7 which i was returning and checked the stock levels of the iPhone 6s Plus. From the get go, he knew what i was wanting to do and was aware of the situation regarding the Galaxy Note 7. I went to that store with my Proof of purchase and my phone and within 20mins, i was recontracted with an iPhone 6s Plus and walking out super happy. Im super impressed with my experience as its the first time ive ever organised anything at a store level (Ive always ordered online). So id like to say a big thankyou to Umar and the team at the Mirrabooka branch because theyre definitly winning at customer service 🙂  

Angii1990
Frequent Visitor
Frequent Visitor

@ninjakitten

Are you happy with your iphone? I am thinking of doing the same

ninjakitten
Frequent Visitor
Frequent Visitor

@Angii1990 I sure am. Ive had multiple iPhones in the past and chose to go back because almost all the people i know use iMessage and Facetime which make communicating so much easier. The new iPhone is getting announced early thursday morning but im waiting for next years model so it isnt a concern for me 🙂

Angii1990
Frequent Visitor
Frequent Visitor

@ninjakitten

Thanks will go in and chat with them. Im debating if i should wait and see what the iphone 7 has or just get the 6plus 😁

ninjakitten
Frequent Visitor
Frequent Visitor

@Angii1990 From whats been leaked, the design is very similar, The max storage size has been increased to 256gb and it has a faster processor with better Cameras. its a very itterative upgrade this year. All the best with whichever you choose 🙂

Frocker
New Contributor
New Contributor

I have tried going into onto the optus store twice .

The first time, they didn't know about the recall.

This afternoon they would take my phone, but only if i handed ovee the box, cords, headphones etc ..... I showed them they statement from samsung saying we didn't need to and they just said that Optus wouldn't take the phone back without them. 

Frustrated at the conflicting info 

Needless to say i didnt have any of that with me as i had come from work. 

I asked if they woukd be contacting people..... there answer "no, we are only talking go people who come in " 

carrottoo
New Contributor
New Contributor

What temporary Samsung replacement phone have people been given? 

Rockdad83
Contributor
Contributor
They didn't have one for me, my local optus store never has temporary phones. so I said I'll just keep my note 7 until the replacement arrived.
Nam_L
RetiredModerator
RetiredModerator

Morning all, 

 

@ninjakitten - Thanks for the feedback with the store. I'll ensure he gets the kudos he deserves 🙂 Hope the iPhone works out for you which I have no doubt it will (iPhone fanboy myself).

 

@Frocker - Are you able to PM us which store you've been interacting with. Definitely sounds like a case of mixed communications. 

 

@carrottoo - Probably best to check in with your local store first. Find your local store here →  http://www.optus.com.au/shop/stores

 

@Rockdad83 - Have the Nowra store assisted you in this process. Or were you still needing some help with this? 

 

@emm23a - Really good question. Currently looking into it and once I've been able to confirm I'll get back to you. 

 

Thanks all,

Nam

Angii1990
Frequent Visitor
Frequent Visitor

@Nam_L

I want to swap to the iphone 7 when released. Is this possible

Nam_L
RetiredModerator
RetiredModerator

Hey Angii1990

 

Probably best you return the Samsung Galaxy Note 7 and revert your contract, ASAP. That way you'll be able to pre-order your iPhone 7 when it comes out. 

 

Edited - Apologies Angii not Andii (my sons name is Andy so must be muscle memory)

 

Thanks, 

Nam

 

Jauron86
Occasional Contributor
Occasional Contributor

Good morning Nam_L,

 

if i terminate my old contract so that i can rebsign a new contract to get pre order the samsung note 7, can i still revert to the old contract and get my difference i paid for cancelling the old contract? I am using the note 7 now. Thanks!

LeStrange
New Contributor
New Contributor

Can optus customers that have signed to a new contract with the Note 7 cancel their plan without cancellation costs?

Nam_L
RetiredModerator
RetiredModerator

Morning Jauron86, the pre order for Samsung Note 7 is over as the phone has been launched. If you were looking for a replacement Samsung Note 7, just bring your current Note 7 to one of our stores and they'll take care of the rest. Please keep in mind the replacement unit could take up to 3 - 4 weeks.

 

LeStrange - Yes, you can return everything that you received at point of sale for your Samsung Galaxy Note 7 and receive a full refund. 

 

Thanks,

Nam

 

 

 

sap3825
New Contributor
New Contributor

...Some Optus stores making it difficult for customers to return Note 7, insisting that box [thown out] and accessories need to be returned. My device return was rejected on 7 September on this basis. Samsung Australia contacted and advised to correct advice to Optus. Wrote to Samsung CEO also. PS. Cost me $700+ to drop Lumia 950XL contract with Optus and come back to Samsung. Good one. Smiley Frustrated

LeStrange
New Contributor
New Contributor

Thanks Nam_L. Am I able to keep the preorder gift SD card that came with my order?

Itsme86
New Member
New Member

Hi

 

Just wanting to know can i cancel my contract with optus due to the Note 7 and not have to be recontracted to optus?

 

I might just use pre paid on my old phone until the note 7 dust has settled. 

Nam_L
RetiredModerator
RetiredModerator

Thanks for the feedback sap3825. Really disappointing this is still going on 😞 Are you able to PM us which store you went to? 

 

No worries LeStrange. I'd definitely recommend you return anything you received with your order if you plan to go down the path of a full refund.

 

Nam

 

Jauron86
Occasional Contributor
Occasional Contributor

Thanks Nam_L for the prompt reply. I think i came out wrong with my query. What i meant was i actually already cancelled my old contract during the preorder stage and obviously need to pay the cancelation fee for my early cancelation. So will i still be able to revert back to my old contract? Thanks!

Angii1990
Frequent Visitor
Frequent Visitor

Not happy with Optus!!

just went into my local store and was told dont worry about it, no note 7 in australia has exploded , then i said ok if i walk out of this store and it happens i will personally take this matter further. then he backtracked and said we do have loan phones but they are not smart phones (which i find unnaceptable). I had to use one of my old phones. Then he changed my plan back to my orginial (i had to pay out my old phone) but did not take the charge off my bill. So im paying for a phone and service i do not have! ALso i had to hand back everything as someone from head office told him that. Really want to go with another carrier as you guys are not helpful.

Rockdad83
Contributor
Contributor
Actually three have known to have "exploded", it's a bit hyperbolic but anyway. It seems the optus stores have yet to get the memo on what's going on. Samsung have made it clear to me that I keep all accessories that came with my phone when I hand it in. Why do optus care about the accessories anyway? It's not like it costs them money. That's 4 optus stores now where the customer service has been pathetic
3rdEarth
Frequent Visitor
Frequent Visitor

Why should I have to pay my monthly bill for a device I don't have? What replacement devices do you guys have

Angii1990
Frequent Visitor
Frequent Visitor

@3rdEarth

i had to use my old S4 as they dont have smartphone loan phones apparently

3rdEarth
Frequent Visitor
Frequent Visitor

@Angii1990

 

This all seems a bit up in the air as we can all see through the Optus stores that don't know how to deal with this note 7 recall. If I don't have the note 7 phone I have paid for and signed a contract for the very least would be waivering the monthly handset repayments as I shouldn't be paying for a phone I don't have. I don't mind paying for the Optus plan fees as fair enough I am using your network.

 

 

LeStrange
New Contributor
New Contributor

Meanwhile two major competitor telcos  are offering a S7 Edge as a temporary loan phone until new Note 7 devices are available to their customers. And from what I've read here and elsewhere Optus really aren't doing anything to keep customers. It's almost a week since the global recall was announced. How are staff NOT up to date with this and how does a company this big not have a procedure clearly set in place?!

3rdEarth
Frequent Visitor
Frequent Visitor

@LeStrange

 

Definately agree with what you have said. Vodafone even offering one month of fees waivered inclusive of their own servicing fees! Meanwhile optus can't even offer a comparable phone to use, paying for 1.3k phone through contract to get either no loan phone or a j1 which isn't even useable in today's standards.

Jauron86
Occasional Contributor
Occasional Contributor

Anyone been to any Optus store in Melbourne that does not give any fuss with the handling of the recall or should I just change provider?

 

ChosenNickname
New Contributor
New Contributor
I'm not comfortable using this phone anymore. Will Optus allow me to cancel my contract with no fees and move to SIM only month to month until a handset comes out that I want (and trust)? I can go back to my old phone.
Alanaj
Member
Member

Ive just taken my Note 7 in and was told that i get to keep my sd card without me even asking. Didnt ask for anythinh other than the phone and said hed put me on a month to month plan so i can recontract at my leisure - i would like to chexk out the iPhone 7.

nigelw
New Contributor
New Contributor

I fully understand this is not optus fault at all.

I'm still trying to find a computer to back up on, living isolated has its issues sometimes. Can you believe I live where telstra does not have signal yet i stare at a optus tower less than 5km away?

My dilemma is, i use email and accountancy's for my i on my phone, a non smart phone as a  solution in my case is no solution at all. The 75km trip to nearest optus store is not an option until either work takes me close or i do my fortnightly shop next week. So my solution is to risk continuing the use of my note 7, charging it only in the garage with no flammables within 5m of it. I am not happy with this situation but the information on my phone is more valuable than the hand set and understand that remedies often do not fit all, my options at this moment in time is lose all information or risk losing all information. cloud is limited to contacts only, which after backing up and checking, some contacts are missing.

The joys of technology and old people as my daughter says. 

Jauron86
Occasional Contributor
Occasional Contributor

Hi @Alanaj

 

May I ask which baranch did you go? Thanks in advance.

Alanaj
Member
Member

Sunbury, Victoria 

Beceat82
Frequent Visitor
Frequent Visitor

What do we do if we cant get to an Optus shop? I am 37 weeks pregnant and need my phone obvously and have no back up phone to use. So now what?

emm23a
New Contributor
New Contributor

Might be a good idea to contact Samsung and ask for a courtesy device until Optus gets their act together? It says on Samsung's website that courtesy devices will be available from today. It's disgusting that Optus stores and even people on Optus online chat have no idea what is going on! We shouldn't be paying this much for our monthly bill when nothing is being done to assist us. I mean, we have a device that could potentially explode in our hands. It's not like we asked for this to happen!

JasK93
Frequent Visitor
Frequent Visitor
I'm heading to the Parramatta Westfield store tomorrow...might just take EVERYTHING just in case. I'm keeping the SD card though until I get my new Note 7. Kinda confused, people are saying take everything back including the box and Samsung is saying just to return the handsets... >.> haven't been contacted by either party yet! Interesting...
JasK93
Frequent Visitor
Frequent Visitor
Can I take my phone to a Samsung store instead of Optus I wonder...? There's one in Parramatta as well. Maybe I will try that first.
Rockdad83
Contributor
Contributor
Hi jask93, I've spoken to Samsung twice and both times they were adamant that all they require back is the phone. Optus is wrong to ask for you to return the accessories as well. Which is fair enough, we should be entitled to some sort of compensation for having a potential faulty device and going through all this trouble to get a new one. I think keeping the accessories is fair.
Nam_L
RetiredModerator
RetiredModerator

Hi all,

 

@Jauron86 - In terms of reverting your plan. It could definitely be done 🙂 I'd recommend you to go through the sale channel that you originally organise your handset from. If in the instance this was organise online. I'd recommend you call out Sale Support team on 1300300562.

 

@Angii1990 - Really sorry for the poor experience received. Are you able to PM us your mobile number including your DOB and the store you went to?

 

@3rdEarth & @emm23a - If you're already been charged instalments for the handset could you please PM us your mobile number including your DOB and we'll look into it.

 

@ChosenNickname - Yes you can, just return the unit back to the Point of sale and should this be online. Please call our Sale Support team on 1300300562

 

@Beceat82 - Congratulation on the bubby 🙂 I'd recommend you visiting this site and fill in your details here - http://origin2.samsung.com/au/galaxy-note7-notice/. You'll get a contact from there to confirm the next steps. 

 

@nigelw - Could appreciate your situation but you'd definitely need to find some way to back up your information first. Would you know of anyone that could assist with this? I would say someone at our store could help but I appreciate how far the store is from your location. 

 

@JasK93 - If you were just after the phone replacement, then your phone would suffice. If you were looking for a full refund. I'd recommend you take everything you received at Point of sale.

 

Thanks,

Nam

 

 

 

 

 

Rockdad83
Contributor
Contributor
Do you have internet at home Nigel? Or how much data do you have? I'd honestly just back it up and if it goes over your limit make Samsung compensate you for it. You can backup absolutely everything to your Samsung account now.
JasK93
Frequent Visitor
Frequent Visitor
Thanks for your feedback @Nam_L only after a replacement - my old Note Edge works fine so I don't even need a loan phone (yippee). Will need to change back to the bigger sim card thats the only thing but i'm sure Parra store can help me with that (they did when I needed to change sim cards last time as well - done in less than 10mins! They're really good there).
emm23a
New Contributor
New Contributor

Nam,

 

So you're saying if we've already paid handset repayments we can phone Optus and get those credited to our next bill?

Also, the fact we are still paying so much for a plan, I'm on the $85 plan, do we get compensation for this? Because if we were to sign up to a SIM only plan, they are a lot cheaper and this is basically all we have without the phone. It's basically just a SIM only plan, which is a lot cheaper than the phone plans.

Nikonko
Member
Member

I went to optus shop yesterday to gave them note7 and i got j1 for replacement i dont like it but no choice the thing is i dont want to pay for handset fee that i didnt use optus should charge it until we got the new one. Because it take up to a month to get it. It really not fair for customer please do something. Thank you 

Richlyn
New Contributor
New Contributor

does it mean not all the phones are affected??i'm a bit confuse..how will you know?

Nam_L
RetiredModerator
RetiredModerator

@JasK93 - Awesome stuff 🙂 Just the phone then and we'll sort out the rest. 

 

@emm23a - No need to call. We're happy to assess your situation here (save you the call). Just PM us your details and confirm your DOB please. 

 

@Nikonko - Could definitely appreciate your situation. If you could also PM us your mobile number and confirm your DOB, they'll be great. 

 

@Richlyn - Not all Samsung Note 7 were affected but it's hard to determine which one is affected. 

 

Thanks,

Nam

 

Rockdad83
Contributor
Contributor
There's two types of batteries, ones made in Korea and ones made in China. It's the Korean Samsung batteries that have the cell issues. But what Ive got from Samsung is they are recalling all 2.5 million phones no matter what battery they have, just as a precaution. It's honestly not anything new, it's happened a number of times in the past with other phones, iPhones, Huawei etc. I Remember it happening to one of my nokia 3315s like 15 years ago. Except in those cases it was just ignored. Alot of cases I've noticed is when people leave their phones covered or under their pillows to charge. Which is just asking for trouble
nigelw
New Contributor
New Contributor

whoo hoo, finally backed up my phone. Thankyou to Samsung tec support, everything is now on my sd card using smart switch. load smart switch, click more button top right, back up to external source, select sd card and off you go.

So simple after shown, my daughter is right, i should limit myself to two coke cans and a piece of string.

Thankyou Optus for informing me i should find a way to back up, brilliant solution offered. Now to deal with Grafton store who suggest i bring all cables and box and told me this is a voluntary recall and a charger issue.

Excuse my passive aggressive post but its not voluntary for me, its voluntary for Samsung, Samsung clearly states no cables required and i get the pleasure of a j1 mini while my mate in Adelaide on telstra gets a s7 edge as tempory phone.

Nikonko
Member
Member

@Nam_L how can i PM you my detail thank you

Rockdad83
Contributor
Contributor
Voluntary? Is that optus s way of washing their hands of any liability? I've been with optus for 17 years but the way I'm seeing stores handle this issue has been disgraceful.
Jauron86
Occasional Contributor
Occasional Contributor

Hi @Nam_L! Thanks for your reply. Just wanted to confirm before I step into one of the Optus store tomorrow, does Optus need all the accessories back to go ahead with the refund even Samsung said that they only need the phones? So what will optus do with the accesories then? Thanks!

Nikonko
Member
Member

@Jauron86 Hi i gave them everything becoz they said everything in the box have to give it back except the sd card. They dont really take care there customer.

belveder
Contributor
Contributor

I took mine back to Optus today, they do not honor Samsungs email and did not accept the phone unless everything that came with it is returned as well.

 

Also the replacement offered was a Samsung J1 which is a bit of a slap in the face to us with poor eyes, i mentioned that to the girl and she just shrugged her shooulders.

 

Although they did offer to cancel the contract or get another phone instead, was so tempted to get the LG G5 but i will cancel my contract instead.

Rockdad83
Contributor
Contributor
Just an update. Received a direct notification from Samsung and had to fill out a quick form asking if I wanted a refund or a replacement. Opted for a replacement and then it said I would be contacted shortly. Followed by a phone call from the nowra optus store which were great this time round. Made it clear that it is voluntary whether you want to hand the phone in before your replacement arrives and of course when they do arrive, Samsung definitely wants you to swap it or whatever. Also said Samsung will like they did with me, try and contact as many people as possible and deal with them directly. So keel an eye out for a Samsung notification or email.
joshi
New Contributor
New Contributor

I just talked to brisbane chermside westfield store and they are insisting that I come in with the full box. I am unable to understand why they are behaving this way, any help is appreciated.

PhilC
RetiredModerator
RetiredModerator

Hi there, 

 

It is a good idea to return everything that came in the package when going in store. However if you no longer have all packaging it shouldn't hinder your ability to start this process, unless wanting to cancel the contract or start a new contract with a new device - Phil

Angii1990
Frequent Visitor
Frequent Visitor

@Nam_L

 

how do i PM you my details

joshi
New Contributor
New Contributor

@PhilC The comms out there clearly state that no accessories are supoosed to be returned. Also I wasnt able to find my usb c cable which I havent used since i got the phone as I have a wireless charger with a micro usb cable. Mentioned the same on call with the lady at the store and she insisted on coming back with the full box and all accessories claiming they are doing it the right way so as to future proof themselves if/when samsung starts to ask them!