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Samsung Note 7 Update

Optus
Online Community Manager
Online Community Manager
10 750 143K

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
Rockdad83
Contributor
Contributor
I've read about 10 plus different tech articles on the issue now from all over the world and they've all have said only the phone is required, customers can keep their accessories according to Samsung. I don't get why that's such a problem for some of these optus shops.
Richlyn
New Contributor
New Contributor

with all these comments..do i really need to return the phone or i can keep it and wait for the replacement?

 

Danzemon
New Contributor
New Contributor

@Richlyn It's best to ask your local optus shopfront as they can help you better there. I still got my faulty handset that i will take back to my optus store tomorrow as I already have a temporary phone (J1 Mini) 

jaaymaac
Occasional Contributor
Occasional Contributor

Went to my local Optus store and cancelled my contract today. Also I was not asked for any accessories or the box, just handed over the phone by itself. So switched back to my old plan minus the old handset fees as it has been 24months. 

Note7boom
New Contributor
New Contributor

I asked my local optus shop and was told don't worry just keep using it till the replacement comes, spoke to a Samsung shop and the guy pulled his note 7 out and said there's no way he's giving up his. Even suggested that wireless charging is safe. Then get email from Samsung saying to power down and don't use. 

Paid $300 to end my note 4 contract to early upgrade to this as my note 4 was playing up doing rapid battery burns and shutting off after 3 hours. 

Now I'm paying for a phone that's turned off. 

I love the note 7 and want another but this is so frustrating as I'm back to using a faulty phone while paying for a premium phone. 

Nghi
RetiredModerator
RetiredModerator

Hey jaaymaac, I'm glad you were able to get that sorted out inside store. Are you waiting for a replacement Note 7 or deciding later? 

 

For Note7boom, have you surrendered the Note 7 into an Optus Shop and now awaiting a replacement? A loan phone might be able to be arranged while you're waiting for your replacement. Best to go directly into store and discuss the options.

Note7boom
New Contributor
New Contributor

I run a business, I use the best smart phones I can and that's why I use note phones, a j1 phone isn't a option I can use. 

Note7boom
New Contributor
New Contributor

I was told not to bother handing it in and just keep using it by optus. 

Rockdad83
Contributor
Contributor
I'm still using mine note7boom, not handing it in until the replacement is ready to pick up.
Nghi
RetiredModerator
RetiredModerator

We don't recommend you continue using the Note 7 handset. You can take it into store and a loan phone can be arranged or your current contract can be cancelled and a new one drawn up for a different phone model.

HeKkZz1
Frequent Visitor
Frequent Visitor

I took my phone in today and got a loan phone, Im kinda upset that it is a J1 but anything will do at this point I still havent given up on the Note7, I wish it was specified though as to which phone we were given or else I would of just cancelled my contract and waited the 4 weeks with my old phone. But since I have the J1 do we still have to pay such a large fee? Im on a $95 a month contract and the fact that Im paying for such a low grade phone is pretty stink. I get paying for the services which is awesome but just having this phone compared to the note 7 feels like Im back in prehistoric times

Nghi
RetiredModerator
RetiredModerator

Hey HeKkZz1, our Billing team can discuss placing a refund on your bill to cover handset payments while you wait for a replacement to arrive. Please call us on 133937 or live chat here.

belveder
Contributor
Contributor

Why is it that every Optus store tells a different story and does a different thing.  Reading through this forum I see there is an abundance of mixed actions to Note 7 returns.  You would think that Optus could at least get this as a uniform idea

Hollie
RetiredModerator
RetiredModerator

We're definitely passing the feedback on this feedback @belveder - if you need a hand with anything please let me know.

joshi
New Contributor
New Contributor

Can you also pls take this feedback that handing over a crappy J1 is not cool when your competitors are handing out S7/E as an interim meausre. Shows you in poor light and makes the customer wonder as to how much you really care. I am going to cancel my connection as a first time Optus customer and not going to take my wife's new iphone with you guys over this sheer lack of appreciation to your customer.

Trev1wastaken
Occasional Visitor
Occasional Visitor
So the new iPhone 7 is out, is it possible for me to pre-order tomorrow it and while waiting for the device to come in on the 16th I can keep the Note 7 until then?
Nikonko
Member
Member

Can anyone tell me please? Am i still pay for handset fee for note 7? Im waiting for replacement and i use j1 now so its not fair for customer who not use but still have to pay for it. I have asked a lot of customer service but no one can answer me i wonder what r they doing. They look like dont care maybe better way to go with another provider. 

Hollie
RetiredModerator
RetiredModerator

Hey Guys - to discuss your options further I would suggest going into your local Optus store as per our blog. In regards to the handset fee this can be looked at once the phone is returned so we know how long you were without the phone for. 

Nikonko
Member
Member

@Hollie yes i did went to optus store but they said i had to call to customer service to discuss about handset fee. They are only sales ppl can not do what i asked. I will contact custmer service again. How come  i have to chase anything myself why optus dont do anything for customer to make them happy when you want to sale your product you can do anything to sales but for after sales is suck

 

Note7boom
New Contributor
New Contributor

The fact that the official line is to power off the phone, we should all be not paying a phone fee for this month wait! 

Nikonko
Member
Member

@Note7boom hi i just chat with customer service. I did apply for it so i will not pay $30 for this month for handset fee please contact them and apply for claim. I did asked them since i gave the phone back finally i got it. It took me 3 days to contact them so dont give up. 

joshi
New Contributor
New Contributor

Just been sent back from the chermside store saying they wont take the phone in without the box. What morons

Rockdad83
Contributor
Contributor

I feel like a tennis ball at Wimbledon. Getting hit back and forth from Samsung to optus. Yesterday I get a message from Samsung saying they'll deal with me directly and then optus telling me to deal with Samsung. Then I just get another message from Samsung telling me to deal with optus and getting a message from Optus telling me to talk to my local store. Seriously what the hell is going on!!

Rockdad83
Contributor
Contributor
I have an empty box Joshi but that's all theyll be getting
joshi
New Contributor
New Contributor

Well i was shown the door so good luck to you 

Krystark
New Contributor
New Contributor

Just returned my phone to optus store last tues because bootloop issues until it died and wont turn on. I decided not to get a loan phone because I kinda didnt like the j1. I was ok to use another phone as long as my bill be adjusted accordingly. But then I was checking telstra and vodaphone. Their options are to get the j1 and they can keep it with an activated sim once they received their replacment note 7 or get an s7 edge and return it oncr they get their note 7. Can we get that options as well? Atleast using an s7 edge temporarily will be closest you can get to the note 7. Or having a j1 as a backup if the replacment note 7 should have issues again.

Hollie
RetiredModerator
RetiredModerator

Hey Guys, glad to hear customer service were able to help with the credits. In regards to the store declining your return without the box, there was a little confusion around this as usually with warranty replacements or early life failure we would need the accessories. We have since been advised that you do only need to return the device, I have just given the Chermside store a call and they are across this now, really sorry for the troubles caused @joshi.

 

Hey @Rockdad83, just edited your post due to the language not being in line with our community guidelines - sorry for the run around you've had with the handset, are you able to confirm if you went into an Optus store to discuss? What was the outcome you were looking for? 

Nax998
New Contributor
New Contributor

My understanding is that Telstra are offering a loan s7 or just giving you the J1 to use and keep.  

What I'd like to know is:

1: Can I pick up a J1 to use for now, hang onto the Note 7, then hand it back when the replacement Notes are available (that way I can copy all my data and settings direct from Note to Note and also I don't have to worry about privacy of my information).

And 2:  Will we get to keep the J1? (I usually destroy my old phones foot security purposes.  So I either want to keep it, or put an axe through it).

joshi
New Contributor
New Contributor

@Hollie Can I please expect them to atleast give me a call to inform me of the same after having been rude to me and showing me the door despite i having showed them Optus twitter response, samsung official response and this page!

Rockdad83
Contributor
Contributor
I've been into my local nowra store. All I want is to be just contacted as soon as the new note 7 arrives and when to pick it up, that's it. But I can't seem to get a straight answer if they are going to do that or not.
Hollie
RetiredModerator
RetiredModerator

Hey @joshi - happy to pass on your details to them to make sure you don't have any troubles if you can PM me your full name, DOB & the mobile number.

 

@Rockdad83, the store should SMS or call you once the phone is back in for sure - we don't have an ETR for this at the moment but they will contact you once your phone is back.

joshi
New Contributor
New Contributor

 @HollieThanks i called them up myself to confirm.

Filiph
Frequent Visitor
Frequent Visitor

Hey I got one sms from optus to return my note 7 to there local store. I just want to know do I need to return only phone or with all accessories? Can I keep my current note 7 device untill replacement one comes at store? If not which device I am getting to use this period of time? Do I need to return temporary replacement device when new note 7 device arrives? Thanks

Danzemon
New Contributor
New Contributor

@Filiph only the phone. I had to get a new S-Pen not on warranty  as i accidentally damaged my old one while rolling on it in my sleep LOL. I just got back from the Tuggeranong ACT Optus Shopfront and They totally felt my pain about using the J1 and they have been very excellent providing service for me especially the trainee too! 

Seaeagles
Member
Member

I returned my note 7 on Tuesday to Greenhills optus but had to return the box with all the accessories now your saying it's only the device NOT HAPPY JANE 😢

Seaeagles
Member
Member

I would like to know since we had to return the box with accessories does the replacement note7 come with new accessories?

cbourke
Frequent Visitor
Frequent Visitor

Still so frustrated by all this... At the Macquarie Centre store (Sydney NSW) they first turned me away as I didn’t bring the box accessories but said they’d give me a replacement phone once I bring it all in, then when I returned with everything the next day they said the policy has changed and they can’t do anything but take my name/number and call me later.

 

After that I spoke to Optus online customer service and they said the store’s response was not correct and we’re definitely entitled to temporary replacement phones without returning any accessories. That customer service person said they would investigate for me and get back within maximum 24 hours and now it’s been over 2 days and still no response.

 

Yet now I’ve received a text message from Optus (a whole 6 days after the issue was first announced) telling me to go to my local Optus store and get a replacement phone. I’m not going to bother with that because I’ve been to the store twice and they refused me.

 

This is so hopeless!!!

AMHC
Member
Member

I would too like to know whether we need to return the J1 MINI or get to keep it when the note7 replacements come.

If we do need to return the J1 MINI, would there be any issues if there's any damage to the phone, e.g. scratches or craked screen?

 

 

Also, regarding the refund for our bills, I haven't got a clear answer when I asked. Can someone clarify whether we will be getting the refund now or we will only get the refund once the replacement phone has been handed out?

Hollie
RetiredModerator
RetiredModerator

Hey @Seaeagles, apologies you were provided with the incorrect info 😞 Can confirm you'll receive all the included accessories with your new Note 7. 

emm23a
New Contributor
New Contributor

I have just been using my old iPhone while waiting for the new devices. I haven't returned my Note 7 yet but if I return it to a particular store, am I required to pick up the replacement Note 7 from that specific store when it becomes available?

Hollie
RetiredModerator
RetiredModerator

Hey @cbourke, I have just called the store and confirmed with them that you do only need to bring in the phone and I'm so sorry for the run around and confusion 😞 If there is another store that is closer to you or if you can PM me through your full name, DOB and the mobile number I'll call ahead to the store to make sure there aren't any more problems. 

Hollie
RetiredModerator
RetiredModerator

Hey @AMHC, you'll be able to keep the J1 as a spare phone so no drama's if there is some damage 🙂

 

In regards to the billing side of things, with any kind of credit for a fault of any kind, they are assessed on a case by case basis once the fault has been resolved, so once you have received your new Note 7 we can then work out the time you were without the handset and go from there.

Hollie
RetiredModerator
RetiredModerator

Hey @emm23a, you would need to collect your phone from the same store you send it away from. You could chat to Samsung directly via the link provided in the blog though as if sending it via courier works better they may be able to assist with that.

emm23a
New Contributor
New Contributor

Thanks @Hollie. I thought this might be the case but I am in one town at the moment for uni, live 200 km away in another town and will be in Sydney in 2 weeks in hospital for about a month, which is 600 km away from my home town. What do you recommend I do?

emm23a
New Contributor
New Contributor

@Hollie is it possible to just use my iPhone for the moment and swap my Note 7 over at an Optus store once the replacement devices are in? Will I then still receive a refund for the handset repayments?

Note7boom
New Contributor
New Contributor

Just spoke to maddington store, we're helpful but said they don't know about fee adjusting, and offered a j1. Im going to talk to Samsung now and see what they recommend.  I just want my new note 7 as early as possible so I don't want to cancel my contract and have to wait for stock as surely they need to fill all these warranty orders first. 

 

joshcuboz
New Contributor
New Contributor

Hi all I returned my note without the box and was told to bring the box back. Not happy with the lack of information that Optus are providing .

Hollie
RetiredModerator
RetiredModerator

@emm23a - seems like a bit of a tricky one for sure, at this point in time we have advised customers they need to take them in store and follow the process we have been advised of by Samsung, in the future things may change and we may have stock available to swap it out but 

Hollie
RetiredModerator
RetiredModerator

Hey @joshcuboz, really sorry for the miscommunication 😕 What store did you try and take it into? Happy to provide this feedback to them.

Rockdad83
Contributor
Contributor
Can I ask what reason your local stores are asking for your accessories as well? Seriously what do they plan to do with used accessories?
Note7boom
New Contributor
New Contributor

Well Samsung were even more useless than last time, basically said deal with optus as they have a duty of care to me, funny how we are told to return these phones but no one really wants to take them. 

 

Danzemon
New Contributor
New Contributor

@Rockdad83 My educated guess is that they may want to have it just in case something comes up and Samsung needs them or for other reasons that are beyond us... 

Seaeagles
Member
Member

I think optus should ring their customers n return the accessories since the accessories didn't have to retun in the first place.. it's always good to have spare accessories  😁

Rockdad83
Contributor
Contributor
@Seaeagles especially with all the crap we are having to deal with. I just want to know why they want my sweaty headphones I've been working out with for the past few weeks lol
Wazz
Frequent Visitor
Frequent Visitor

Contacted Samsung and got my model number and my Note7 needs to be returned, fair enough. Went to the Optus store I got the phone from and was told the Galaxy J1 mini was the loan phone??? Seriously? From a Note7 to a J1 mini. Doesn't seem like a fair deal to me. If a Galaxy S5, S6 or S7 was the replacement maybe......... a J1 mini after having the Note7, sorry but won't be taking to offer... Thanks for nothing. Will contact Samsung again and see if they can do better. Oh and was told to return all accessories? Samsung hasn't asked for them so why is Optus?

Scott_M
Valued Contributor
Valued Contributor

They definitely do not require the accessories or packaging.  Some stores are confused and are running with warranty replacement processes. This is a manufacturer recall as we all know. This has been communicated to them.

Scott_M
Valued Contributor
Valued Contributor

@Wazz, It's a loan phone for interim use if you are waiting for a replacement handset. You have the option to cancel contract and re-contract with a new handset of your choice if you wish. 

MRMPW11
Member
Member

Do we have to register our phone with optus to receive the replacement device?

I have an old phone that i am going to use until the replacement devices are in. Will we be notified of when the devices are in?

I don't like the idea of handing over my handset and not getting anything in return for 3-4 weeks

Rockdad83
Contributor
Contributor
Thanks Scott but I still think some stores need it tattooed on their forehead.
Danzemon
New Contributor
New Contributor

@MRMPW11 Yes we will be notified once the new stocks hits our stores. I was told by my local shopfront that if the note 7 is on contract you  won't have to pay the handset repayment for the month without the note 7. However I am not 100% certain that it is the same for everyone who is contracted with the note 7. If available you will be issued with a temporary loan phone that you will have to return after you get the new note 7. 

MRMPW11
Member
Member

 Also i just read that Telstra is providing their customers with two options.

1. galaxy S7 loan phone that must be returned once the replacement devices are in

2. J1 Galaxy Mini that can be kept in good faith.

 

I know which option i would take. It's a pity we aren't all with Telstra

Note7boom
New Contributor
New Contributor

I heard a rumour that optus will do the same with s7's  soon, just letting all the rush get the cheap crop first

Danzemon
New Contributor
New Contributor

2 reasons why I strongly dislike telstra, 1. they are expensive as all heck and the 2nd reason i keep to myself. 

I love Optus because they are affordable and have excellent service for me 🙂

emm23a
New Contributor
New Contributor

@Note7boom let's hope so!!!

Rockdad83
Contributor
Contributor
@Danzemon agree, my girlfriend is on telstra and pays 115 a month for a crappy iPhone 6s with only 2.5gb. I pay 96 a month for a note 7 with 7gb. Optus coverage these days is also just as good now.
Krystark
New Contributor
New Contributor

Backreading on some comments here. Its seems that optus havent rolled out a proper proccess to their people. For a telco to miscommunicating at this level is kinda embarassing. I hope they can do better in providing options when it comes to loan phones. If other telcos can do it why cant optus provide it. I would be happy to use an s7 edge for a temp phone. I mean people might even consider recontracting to an s7 edge after a few weeks of usage. How bout us who returned our phones with accessories? Will we get our old accessories back?

HeKkZz1
Frequent Visitor
Frequent Visitor

So i just got off live chat with optus asking if we still had to pay for the phone, i was told i still have to because im on a contract. I understand why but im still upset! Why should we have to pay such a fee for a j1!!!! I wish i had of cancelled my contract and i wish optus had given specific information with all the options they gave us. Id rather of risked keeping my faulty note 7

Danzemon
New Contributor
New Contributor

@HeKkZz1 Check with your local shopfront. I was told that I don't have to pay the handset repayment....

Nikonko
Member
Member

@HeKkZz1  just keep trying to chat with them again i had been contact them for 3 days finally i will not pay for handset fee. But will see when the bill come first. 

Krystark
New Contributor
New Contributor

@HeKkZz1 better call customer service. Store people cant do anything about your bill and they will tell you to call customer service. Thats what happened to me so I contacted customer service and I was told that it will be noted on my account that my bill will be adjusted accordingly once I have my note 7. 

Richlyn
New Contributor
New Contributor

actually my note 7 is doing so well..that's why i don't know if im going to return it or not.

Nax998
New Contributor
New Contributor

If I pick up a J1, do I have to hand over the Note 7 at the same time?  I would rather hang onto it so I can transfer the data from note to note.

Rockdad83
Contributor
Contributor
@Nax998 did you get an SD card? You can back up everything straight onto that. Didn't take me long to back up about 20gb
Danzemon
New Contributor
New Contributor

@Nax998 as @Rockdad83 said, if you have an SD card or another galaxy device that you can use Smart Switch with, it's best to do that before going to Optus as they will need to factory reset your note 7. 

 

@Richlyn Even mine was going so well, however, I took mine in as I rather be safe than sorry. I don't want to come home and find out the note 7 has blown up and burnt down the house etc. I extremely advise that you do take it in asap once you backed it up to the sd-card or another device and gave the note 7 a factory reset.

TamzAhoy
New Member
New Member

It seems like we are all getting very different responses when going into the optus stores.

 

I went into my local store yesterday and was told that since I havent had any problems to just continue to use my Note 7, otherwise I'd be without a phone until the new ones come in. They also advised that if the phone starts to heat up to power the phone down immediately and put it outside in an open area to cool down and then come back in and see them. They told me to just come back in when the new phones are in to get a replacement. They didnt take my name down or anything. I asked them if there was any option for a temporary loan phone, i pay insurance on my phone and have for a number of years now, in which they responded no, just keep using the phone.

 

I found it even more concerning when they told me that before the recall happened, their particular store had to send a Note 7 back to Samsung because they could feel it heating up through the box. They described it as getting hot enough to cook an egg on it.

Seaeagles
Member
Member

You can go into settings on your  Note 7 an backup your messages, photo's and contacts onto your Samsung account or Google whatever account u use.. so you can restore your messages, photo's and contacts onto your new Note 7 all you need to do is put your Samsung  account in accounts ect and go to backup into setting I think about is in factory setting 😀

Seaeagles
Member
Member

If you haven't returned your note 7 to the optus store

Richlyn
New Contributor
New Contributor

okay..return the note 7 and change to iphone 7 🙂

Danzemon
New Contributor
New Contributor

I wouldn't due to the fact that you have to use an adapter now to use your existing headphones... but thats just my opinion lol

joshi
New Contributor
New Contributor

@Hollie I must let you know something. After your intervention i returned to the store where I was royally ignore by the attending reps especially the one whom i dealt with the first time. After standing my ground for a good time finally they attended to me and arranged my replacement, however to satisfy their crazy egos they just gave me the phone and kep the box and the accessories with themselves! What sort of staff and store managers do you have. It is really demeaning to me as a customer that people instead of doing their job are taking a ego trip at the customers expense.

Note7boom
New Contributor
New Contributor

That's very petty of them, I would have cracked it and demanded they cancel the contract right there and then. And when they want to argue just tell them you will deal with them via the telecommunications ombudsman. 

MLYC
Visitor
Visitor

Went back to Optus Melbourne Bourke Street store where I bought the Note 7 from to sort this out. I was given only 1 option:

 

  1. Return the handset and get a replacement J1
    • I was happy to go with this but then was told that the manager is not around so the staff assisting me is not authorised to proceed with it.

 

I then requested to cancel the contract and opted to go on a new contract with a different phone as I needed a mobile for work purposes. Unfortunately, I am unable to go back to the store within the next 2 weeks due to work commitments. I was given a flat "Not possible" reason being that I've signed a contract. Don't Optus have the "Try our network for 30 days" promotion"? I would appreciate if a Optus rep can explain why I was told I could not cancel. 

 

I then enquired about this forum and told the staff that if she could check it as there is information in here that states we could either:

  1. Return phone, get a replacement and wait for a new Note 7
  2. Return phone, cancel contract and go on a new contract with a different phone
  3. Return phone, cancel contract altogether with no further charges except whatever that was used.

 

Staff was unwilling to check the forum and instead told me that whatever that is written online in here by Optus does not apply to the individual Optus stores as different Optus stores have different policies.

 

I can understand that, IF it was just some general phone shop that retails all major Telcos. But this is a Optus store with Optus staff telling me that information provide on the Optus website does not apply to Optus store fronts. I find that highly unacceptable.

 

I would greatly appreciate if a official Optus rep could reply to this and hopefully assist me with it. Thank you in advance. If this cannot be sorted, I will have to contact the Telcommunications Obudsman to step in

Note7boom
New Contributor
New Contributor

This Optus is where your "YES"  campaign fails when the people representing you in the store fronts treat customers like garbage. 

joshi
New Contributor
New Contributor

Guys i wld suggest take to their twitter handle and facebook and expose the morons in public. This is disgraceful from optus and their stores. They already lost a customer  in my wife. I wld probably go in and cancel myself.

carrottoo
New Contributor
New Contributor

The Optus store on Chapel st Melbourne were fantastic. Walked into the store with just my Note 7 and they arranged for a Samsung galaxy 7 edge on loan until the replacement arrives. Signed a couple of documents and that was it. 

Scott_M
Valued Contributor
Valued Contributor

@joshi, What Store where you dealing with please? That's not the way we want our customer's treated.

@MLYC, That's disappointing.  You can take it to another store, it does not need be the one you purchased the device from but agree you shouldn't have to shop around for an outcome. Which option would you prefer to proceed with? 

Note7boom
New Contributor
New Contributor

@carrottoo that's great service, now just if the rest of the stores could replicate it

belveder
Contributor
Contributor

I went onto online chat very dubiously to ask if I still have to pay for the phone for the month I don't have one and the guy said no (I didn't realize till I read this forum that that only applies to the handset repayment not the monthly bill) and I asked him to send me a confirmation email just in case.  He asked me to hang on while he did it so I did.

 

Typically for online chat I never got sent the email ( i say this as it is not the first time this has happened).

 

After considering how I was treated in the shop when I returned my phone and how I have read how others have been treated, and the way Optus support has gone downhill so much the last 2 years I have decided to cancel and find a company who cares about their customers.

 

Can I do this online or is there an Australian number I can ring to do this?  I refuse to go back to the same Optus store (ill health doesn't allow me to go further).

MLYC
Visitor
Visitor

 @Scott_M 

 

Appreciate the prompt response. I would like to present the following options:

 

  1. Cancel contract and recontract on the same plan to a iPhone 6s Plus 128GB.
  2. Get refunded for the items which I bought at the Bourke Street store bundled to my contract
    • Note 7 case
    • Note 7 screen protector
      • Alternatively, I am happy to exchange them for a iPhone 6s Plus case and screen protector
  3. If not possible, to cancel contract entirely without any penalty except for any incurred pro-rata charges. I have only been on this plan for just 1 week
  4. I would appreciate if you could arrange for me to return this at the Optus Store in Southland Shopping Centre located at Cheltenham, VIC

Looking forward to a positive or alternate outcome. Thank you in advance

Frocker
New Contributor
New Contributor

So ....

Thought I would try a different store tonight ... seems there is still some misinfirmation 

Firstly I got told to keep using it . Then the manager stepped in and said no dont use it ... which I think we've already established  here .

So then i asked about handing it in and getting a loan phone ..... they told me to keep my phone till a replacement is available (didnt want to take it ) .... but not use it, and that I wouldn't be happy with  the J1 so find someone with a spare phone to borrow.

I must say he was very nice, thanked me for not ripping off his head .... 

But at the end of the night .... after trying to return my phone for the 3rd time in 2 different stores .... I still have it! 

Bangs head 

Richlyn
New Contributor
New Contributor

I'm still using mine...I will go to OPTUS tomorrow and change my plan for iphone7plus..tsk

AlvinC
Occasional Contributor
Occasional Contributor

The following is my personal experience about returning my Note 7 back to Optus.

 

When: 9am today, 8-Sept-2016

Where: Optus at 397 George St, Sydney NSW 2000

Who: Optus reps - David and Parish

 

Earlier this morning, I had waited for this Optus store to open at 9am to sort out the Note 7 recall. I watched as the security gate was tucked away in the side panels, and the glass doors slide open at 9am on the dot. David warmly greeted me, and asked me if there was anything I needed help with. I answered, "It's about my Note 7 that I would like to return to Optus..." (I had intentionally paused for dramatic effect). Despite this being the first customer/walk-in at 9am, David knew exactly where the conversation was going. He offered me a seat next to him at one of the computers, and brought out the Note 7 recall procedure guide issued by Optus with their traditional aqua-green and yellow headings. It was assuring to see that there was such guidelines in place, especially since there have been feedback in the forum about some Optus stores/staff not knowing what to do. I mentioned this reassurance to David, who commented that they have been receiving regular updates about the protocols, with the latest update being as recent as 6-Sept. He offered the different scenarios that were available for the recall; namely something along the lines of, replacement for a temporary Samsung J1 until the safe-Note7 are available, OR refund/cancel of the contract reverting back to the previous Optus plan (if previously existing customer), OR cancel completely (probably more applicable for previously non-Optus customer). Anyways, I had opted to jump back to my previous plan whilst I take this time to reconsider the options available. Since I was opting for a full refund/cancel reverting back to previous Optus sim-only plan, I had returned the whole package (phone w/spen, charger, usb-c cable, earphones, s-pen tips, micro-usb to usb-c adapter, usb-c otg, and other documentation in the box) along with my Proof of Purchase (I had pre-ordered the Note 7 online, and this POP was in the box that I had received in the delivery). I provided my driver's licence for identification of my account. My Note 7 was definitely not their first that has been returned to their store, and hence David seemed to be quite familiar with the process and expectations. Even so, Parish was also there to assist where possible. David and Parish worked as great team to ensure the correct procedures were executed for the chosen scenario. David had clearly disclosed and set the expectations of the recall procedure, which was reassuring. As disappointing as the Note 7 recall may have been (by no fault of Optus), the Optus customer service (knowledge, ease, friendliness, and etc) from this store was definitely welcoming and needed especially in (potentially stressful) times like these (atypical events - global recall), which definitley make me look forward to continue being an Optus customer. It was sorted and I was out of the store in 25 minutes.

 

TL;DR - David and Parish (@ Optus store - 397 George St, Sydney NSW 2000) were great.

Scott_M
Valued Contributor
Valued Contributor

Hey @AlvinC! Thanks for taking the time for the feedback. I'll pass it on to the David and Parish. Cheers.

Note7boom
New Contributor
New Contributor

Just spoke to my 4th optus shop, this one told me to go to another optus shop as they are under renovation and operating a skeleton shop and they will give me a s7  edge as a loaner, so I'll try again tomorrow to hand back this phone... When I said I don't want a j1 she said we are doing s7 edges now! 

Anonymous
Not applicable

Really disappointed to hear this Note7boom. Can you tell us which stores you went to. If you want us to follow-up with the store and call them before you drop by please send me a Private Message. 

stuartjfaz
Frequent Visitor
Frequent Visitor

Was hesitating handing the phone in given some of the replies in this post, but after receiving four SMS in a row telling me to turn off the phone, I figured it was time to bite the bullet.

 

Went to Optus Bourke Street in Melbourne (not the one in the mall, the one higher up near the Target Centre) and spoke to Brooke. Within 10 minutes the contract reversal was done and I was sorted. Brilliant.

 

One question for the Optus folks here - was I supposed to get some sort of reference number or receipt to confirm the contract reversal was done? I'm now down a phone so would hate to still be on the old plan next bill.

 

Probably just expecting the worst, but that happens when you've had a possibly exploding phone in your pocket for a week...

nigelw
New Contributor
New Contributor

May I ask if Optus has relaxed the policy of using the j1 as the temporary phone? What can i do to ensure the temporary phone is a smart phone capable of running my buisness accountacy software on until new note 7s arrive? I am reluctant to hand my phone in until something suitable is offered, even second hand note 4, just something that works. Will this hamper me getting a note 7 replacement or is it reasonable to think if i hang onto it, I can swap instore and walk out with the replacement?

Rockdad83
Contributor
Contributor
@nigelw the j1 is pretty basic, you can do email, messaging etc etc. You only have like 4gb of space for apps and after using the note 7, its gonna feel like you're using one of the very first smartphones ever lol
HeKkZz1
Frequent Visitor
Frequent Visitor

Are people getting s7 edge? why couldnt this have been an option at the start. Ive literally spoken to 3 people about trying to reduce my bill but no ones been able to help me. Is it too late to take the J1 back and go for the Iphone 7 instead 😞

Danzemon
New Contributor
New Contributor

@Rockdad83, yeah I even said compared to the note 7 the J1 is a... and everyone at my local shopfront just bursted out laughing and felt the pain of waiting. Kudos to them!

 

@HeKkZz1 Apparently some are getting it as a loan phone, same as with the J1 which we are using. I don't know for sure if it is too late, however it's best to check with an official Optus rep first.