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Samsung Note 7 Update

Posted by (Online Community Manager)
2nd Sep 2016, 10:35pm
Optus

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.

Comments
Marie
by Moderator Marie
‎2016-09-09 09:32 AM

Hey stuartjfaz, glad to hear you had a great experience! You're welcome to PM me your details and I'll be able to check this out for you.

 

Handsets on offer are based on what each store has, some have the availability for the Samsung S7 Edge however stock is limited. Might be worth calling around to your local stores to see if they have any available.

 

HeKkZz1 it's certainly not to late I'd recommend you pop back to your store and have a chat with them. They'll be able to assist you further with this. Let us know if you have any issues and we can follow it up for you.

Rockdad83
by Contributor Rockdad83
‎2016-09-09 09:36 AM
@HeKkZz1, I've still got my note 7 and not handing it in until the new one has arrived. 35 cases out of 2.5 million isn't really an issue. 0.0014 percent of phones have been affected isn't really something to freak out about for me, I just check if it's heating up occasionally while I'm charging. I'll never go back to iPhone, I hate iTunes and being so restricted with what I can actually do on an iPhone compared to Android, I'd honestly rather have a j1.
stuartjfaz
by Frequent Visitor stuartjfaz
‎2016-09-09 09:39 AM

@Marie thanks, PM sent.

HeKkZz1
by Frequent Visitor HeKkZz1
‎2016-09-09 09:46 AM

@Danzemon I think I might just bite the bullet and stop whinging. Try again to get through to the live chat to sort out repayments or getting a deduction on my bill at least Smiley Sad

 

 

@Marie thank you for your help! Im too much of a samsung fan boy though so I might just wait it out Smiley Happy

 

@Rockdad83 i do regret handing my phone in as i have a wireless charger and it never seemed to heat up from that. I do agree with you though even the j1 is better than an Iphone, I havent used one since the iphonw 4 came out an in my opinion that was the best one. Plus im a sucker for 4k

Danzemon
by New Contributor Danzemon
‎2016-09-09 09:53 AM

@HeKkZz1 I too am a sucker for 4K, and you shouldn't have to pay handset repayments, I was told the same thing myself yesterday however I will still have to pay the $85 plan fee though. 

 

Also thanks for not joining the apple bandwagon lol

Rockdad83
by Contributor Rockdad83
‎2016-09-09 10:04 AM
My last iPhone was the 4s and agree, it was an amazing phone, it was even better jailbreak haha. then I took a chance on the galaxy s4 and couldn't believe how much I missed out on. My note 4 was pretty much perfection and now this. It's funny how many people I've converted from iPhone to Android when I show them the true capabilities of Samsung. Another great looking phone is the new LG v20, not out in Australia yet but they've almost got me converted to LG. Worth keeping an eye on
nigelw
by New Contributor nigelw
‎2016-09-09 10:08 AM

@Marie Any answers to my questions?

As far as shopping around, my closest store is 75km, next store is 140km, ones i expect to offer choice are 400km north and 600km south

Marie
by Moderator Marie

Sorry about that nigelw the second part of my post was for you Smiley Sad

 

You can still contact these stores and they'll be able to discuss organising this further. If they've got the phone you want they can send it out to you and should be able to organise a satchel for your Note 7. If you have any issues PM me and we'll organise the satchel for you.

 

 

belveder
by Contributor belveder
‎2016-09-09 10:28 AM

I asked on page 19, how do I take the option to cancel my contract without having to go to the store?  If it is a phone number is there one for Australia not offshore.  Also can it be done on chat?

 

Richlyn
by New Contributor Richlyn
‎2016-09-09 10:49 AM

I will return my phone today..hopefully it won't take too long because I just have 1hour break..If they're going to give me the famous J1 I will change my plan to iphone 7plus..but if they're going to give me something better (7edge) I will stick and wait for my note7 replacement.

nigelw
by New Contributor nigelw
‎2016-09-09 10:56 AM

@Marie Thankyou, i will try all the stores to see if they will post handset and satchel

Filiph
by Frequent Visitor Filiph
‎2016-09-09 11:20 AM

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? Waiting for an answer from any official. Thank you. 

Hollie
by RetiredModerator Hollie
‎2016-09-09 11:21 AM

Hey @belveder - at this stage you'd need to go in store to discuss your options and look at returning the phone as part of cancelling the contract. As Marie suggested above you may be able to give them a buzz and discuss this further over the phone but our stores are the best point of contact for this.

Hollie
by RetiredModerator Hollie
‎2016-09-09 11:24 AM

Hey @Richlyn - as the IPhone 7Plus won't be available in store for a week or so they may not be able to offer that but if you pop in there they can definitely chat about your options further, if you can confirm what store you'll be heading into today I'll be more than happy to give them a quick buzz just to see if they have any of the Edge's in stock Smiley Happy

Note7boom
by New Contributor Note7boom
‎2016-09-09 11:25 AM

Wow, talking to live chat and the best she can offer me is a threat of $1200 if I cancel my contract

AMHC
by Member AMHC
‎2016-09-09 11:27 AM

It seems that the US and Canada are expecting their replacement units to be delivered next week starting from 12/09. Has Optus received any updates on when our replacement units will arrive (not the vague in the next 3-4 weeks)?

Rockdad83
by Contributor Rockdad83
‎2016-09-09 11:27 AM
@Note7boom ask how much of a payout you'll get if the note 7 explodes in your hand haha
MRMPW11
by Member MRMPW11
‎2016-09-09 11:39 AM

Can an optus official please confirm if the Optus shop at Westfield Southland is offering the S7 edge or even 6 as a loan phone?

The j1 mini isn't going to be an option as i need a phone to run my business

Hollie
by RetiredModerator Hollie
‎2016-09-09 11:52 AM

Hey @Note7boom - if you can PM me through your full name, DOB & mobile number I can definitely pass your feedback on. Whilst our live chat team should be aware of the current problems with Note 7's, as per the blog article the best people to speak to are in store, more than happy to help though if you can send details.

 

@MRMPW11, just tried to give them a buzz to see what they have in stock at the moment - waiting on a callback. 

Hollie
by RetiredModerator Hollie
‎2016-09-09 11:53 AM

Sorry @AMHC, no updates on time frames from Samsung as yet but as soon as they let us know we'll let you know Smiley Happy

MRMPW11
by Member MRMPW11
‎2016-09-09 11:54 AM

Thanks @Hollie. Please let me know as soon as you here so i can head in this afternoon

Note7boom
by New Contributor Note7boom
‎2016-09-09 12:04 PM

@Hollie if the best people to speak to are whats at your stores then optus is in serious trouble, all I was trying to get was a credit for this month's handset, got there in the end after asking for a supervisor but damn you guys are making it hard to stay loyal.  At the stores they say talk to customer service, customer service say talk to the stores.  This lady told me to remove the battery to give her the serial number lol, if we could do that this recall would be much easier. 

 

I don't want a loan phone, I didn't want to cancel,  I just thought I shouldnt have to be paying for the handset this month and to have to fight to get that isn't good from optus. 

 

Hollie
by RetiredModerator Hollie
‎2016-09-09 12:23 PM

Unfortunately I'm not having much luck getting through to the stores guys - best thing to do would be to have a look for your local store and give them a buzz to see what they have in stock here

N77
by New Member N77
‎2016-09-09 01:09 PM

What kind of a temporary replacement phone we could get?

N77
by New Member N77
‎2016-09-09 01:11 PM

What phone can we get as a temporary replacement phone?

Danzemon
by New Contributor Danzemon
‎2016-09-09 01:16 PM

@N77 Depends on what your local store has in stock. Some apparently are getting S7 Edge while others including myself has a basic J1 Mini. Best to check with your local store 

belveder
by Contributor belveder
‎2016-09-09 01:51 PM

Thanks @Hollie but like I said I already returned the phone, Tuesday or Wednesday and was very taken aback by the rude uncaring demeaner of the girl who served me, that's why I asked for options.

 

Like someone else mentioned Optus Yes has now become Optus NO, everyone complains about Samsung but they handling everything professionially and caring for the customer, reading all the posts on this thread prove Optus aren't.

 

 

Richlyn
by New Contributor Richlyn
‎2016-09-09 02:40 PM

what an experience...went to Optus Gungahlin..to return my phone..but I forgot my freakin ID..a lady approached me and I gave my phone and ask me "what do you want me to do?"... Smiley Happy

sap3825
by New Contributor sap3825
‎2016-09-09 02:54 PM

FYI... Optus for the 2nd time have refused to accept the note 7 phone because either the box or some of the accessories were missing, which presumably means that I wont get a new phone when they arrive and that I am paying for something that is useless and unreturnable, and dangerous if I choose to use it.

 

Samsung published advice is that accessories are not required to be returned. I have made contact with Samsung Australia who confirm this and who will intervene and resolve for me directly... It's a matter of principle here, not to mention consumer law. SP

sap3825
by New Contributor sap3825
‎2016-09-09 02:57 PM

Samsung advice ionline:

 

Do I need to return all my accessories that came in the box?

No, we do not require you to return all the accessories which came with the device. If you received a free 256G SD card as a part of the pre-sales order; you may keep the SD card.
 
Optus have twice refused to accept my phone without wither the box or some minor accessories.
 
Samsung have agreed to assist me directly.
Rockdad83
by Contributor Rockdad83
‎2016-09-09 03:10 PM
I just went into my nowra optus store for an update. So apparently they are still waiting on information on exactly what phone they can lend out in the mean time as no one wants the j1, and the sales staff there agree that it's a joke as well and are trying to get temporary s7 edge phones. They are going to let me know as soon as they can when they have all the information. Also when the replacements arrive optus can't just give you one out of their stock, your note 7 has to be sent to Samsung first and then they will send you the replacement, why? who the hell knows. Also the nowra store made it clear that they require only the phone, all accessories can be kept. As we are all aware of, at least the nowra store has acknowledged that. So matter what, we are going to have to have a temporary phone for a few days by the look of it. They are still saying 3 to 4 weeks for replacements, which started like a week ago now
Hollie
by RetiredModerator Hollie
‎2016-09-09 03:33 PM

Hey @sap3825 - really sorry for the experience Smiley Sad Are you able to confirm which store you visited as this shouldn't be the case as per the FAQ's you provided. If you can provide a different store you may be able to go to I can give them a buzz first if you like?

 

Dc20011
by Member Dc20011
‎2016-09-09 03:56 PM

I just recieved a call from Samsung and the person I spoke to insists I power down the phone and return it asap.

I told him I got the phone from Optus and he said to return it and that there should be an s7 or s7 edge available as a temporary phone. Can anyone confirm this?

He also did mention that if Optus doesn't give me a satisfactory resolution, I can deal directly with Samsung.

Note7boom
by New Contributor Note7boom
‎2016-09-09 03:59 PM

Well I finally got a good experience with the Maddington optus store, walked in and asked what's new, they now do indeed give s7 edge phones, and even if you got a j1 before you can go and ask for a s7 edge, apparently optus is going to automatically credit us all with $50 for the trouble this recall has caused. If you have a j1 you don't have to return it so if you damage it you don't have to pay, if you get a s7 edge you must return it in perfect condition. 

 

The guy I was dealing with was feeling the frustration too as he sent someone to another store for a j1 and that store refused to give it saying only s7 now lol. 

 

I wasn't going to get a loan phone but feels better to at least have something for my money while I wait. 

 

And now I have finally handed in my note 7 

 

Thankyou Maddington Optus

Hollie
by RetiredModerator Hollie
‎2016-09-09 04:17 PM

Hey @@Dc20011, stores are definitely trying to offer customers s7 Edge where possible however due to stock limitations they may not always be able to which is when the J1 may be offered. You do have the option to deal directly with Samsung if you wish. I'd recommend giving the store that you'd be going into a buzz before hand to see if they have any of the Edge phones in stock.

 

 

belveder
by Contributor belveder
‎2016-09-09 04:59 PM

I just went online and was told I can take the option of cancelling if I wish.  I started to go through the process and then was told it would cost me "handset payout fee: $1024.54" so much for the option. 

 

I saved the conversation and I will be taking it to the Ombudsman, sick and tired of hearing all different stories from everyone I talk to.

Angii1990
by Frequent Visitor Angii1990
‎2016-09-09 05:02 PM

I opted to revert back to my old plan. I'm about to pre order the iPhone 7 plus but it's still showing up as the note 7 plan and quoted me 1200 to upgrade. Can you please fix this ASAP

Scott_M
by Valued Contributor
‎2016-09-09 05:32 PM

If it's a valid Samsung Note 7 recall, Handset payout fees will be waived. 

Note7boom
by New Contributor Note7boom
‎2016-09-09 05:39 PM

@scott M

 

I had the same issue today on live chat, was telling me I had to pay out the contract, in the end I asked for a supervisor as the girl I was chatting to was clueless.  

Note7boom
by New Contributor Note7boom
‎2016-09-09 05:39 PM

@Scott_M

 

I had the same issue today on live chat, was telling me I had to pay out the contract, in the end I asked for a supervisor as the girl I was chatting to was clueless.  

Danzemon
by New Contributor Danzemon
‎2016-09-09 06:11 PM

Fantastic news everyone, the new note 7 will be back in stock in 12 days, however for those that want to upgrade, you will have to wait till early october.

 

This information was supplied from Samsung Australia facebook page - https://www.facebook.com/SamsungAustralia/photos/a.268406403224588.63314.208043925927503/11438253790...@Optus

nigelw
by New Contributor nigelw
‎2016-09-09 06:14 PM

Just arrived home from trip to town. Grafton store had a complete turn arround in attitude, clearly they had some form of communication with correct procedure included. I now have a samsung s7 edge as temporary device. Phew.

No box or cables required to be handed in, they set up new phone instore via my back up on sd card.

 

Not optus fault at all, only flaw was being slow or unclear with internal communication yet like all large organisations, they got there. Thankyou.

Hannah-L
by RetiredModerator Hannah-L
‎2016-09-09 07:46 PM

Glad to hear it all worked out for you, @nigelw! Smiley Happy

thimo82
by Member thimo82
‎2016-09-09 11:18 PM

Hi Optus! 

 

I bought my Note 7 via the Optus Online Store, can i just go to any store to get it replaced? Thank you. From Perth here. 

Seaeagles
by Member Seaeagles
‎2016-09-09 11:19 PM

I know this might be a stupid question but has the Note 7 have video call like all they othe Notes do?

Andrew21
by Member Andrew21
‎2016-09-09 11:19 PM
On the samsung australian website it says: "No, we do not require you to return all the accessories which came with the device. If you received a free 256G SD card as a part of the pre-sales order; you may keep the SD card." however when talking to staff at the optus store they have told me to return, I have lost the mirco usb to usbc adapter. I have asked multiple stores and the same answer was given, can someone verify this please? I don't want to give it if I dont have to.
Rockdad83
by Contributor Rockdad83
‎2016-09-09 11:24 PM
@Andrew21 you definitely don't have to hand any accessories in, Samsung has made that very clear. Some optus stores are making it really difficult for people though. My local store said they won't take any of my accessories, only the phone.
Rockdad83
by Contributor Rockdad83
‎2016-09-09 11:25 PM
@thimo82 I pre-ordered mine online and I'm just dealing with my closest store
Rockdad83
by Contributor Rockdad83
‎2016-09-09 11:30 PM
@Seaeagles, I don't think so. You will have to use 3rd party apps like Skype and Facebook messenger
thimo82
by Member thimo82
‎2016-09-09 11:30 PM

Thanks! u stay in Perth too? which store did you go to

Rockdad83
by Contributor Rockdad83
‎2016-09-09 11:35 PM
@thimo82 no I'm over in NSW. Good luck with it though, Remember you can keep your accessories as well.
Note7boom
by New Contributor Note7boom
‎2016-09-09 11:54 PM

@thimo82 I'm in Perth and went to the maddington metro optus,  they were very good. 

thimo82
by Member thimo82
‎2016-09-10 12:18 AM

What phone did u get it replaced?

Note7boom
by New Contributor Note7boom
‎2016-09-10 12:21 AM

They gave me a s7 edge, they said I had to include the accessories but when I said no I don't they didn't argue and just did it.  

Jr101
by Occasional Visitor Jr101
‎2016-09-10 10:12 AM

The note 7 beats the new iphone in everyway. Just be patient and you will have this powerful device back soon. Smiley Happy

Rockdad83
by Contributor Rockdad83
‎2016-09-10 10:14 AM
I talked to Samsung last night, since my local optus store can't supply me with a decent temporary phone, Samsung are a going to. How I still don't know, waiting for them to call today
Richlyn
by New Contributor Richlyn
‎2016-09-10 11:27 AM

I put my Note 7 in the box including all the accessories..I went to Optus Gungahlin and a staff (Kate) approached me. I gave the box and she just took the handset and gave the box with all the accessories including the s-pen..she gave me an adapter for my sim card because it won't fit in my old phone (note 4)..she asked me if i have a spare phone and i said yes..signed the paper and she said that they will contact me if the handset is ready...

 

 

 

Her approached to me today..is much better than yesterday..and I am happy..I understand that they've been dealing with different people in different situation.

MRMPW11
by Member MRMPW11
‎2016-09-10 11:56 AM

Had a good experience at Optus store Southland, Stefan was an absolute champ.

Organised my S7 Edge loan phone, however, there was a little confusion as they said I would need the box and accessories as well. That matter was quickly sorted.

 

Also, they said that they were providing serial numbers and IME numbers to Samsung to work out which batch has the faulty batteries. Once this batch was located there is a chance we will receive our old phones back rather than a new replacement.

The email from Samsung states something completely different.

WHO TO BELIEVE?

Can anyone clarify this?

AMHC
by Member AMHC
‎2016-09-10 12:02 PM

Samsung has updated their statement. They are now saying that our replacement units will arrive on 21/09. I find this whole recall by Samsung Australia very disappointing. The US is getting their replacement units sooner because of their FAA statement but we are getting ours later than the US/UK despite our airlines banning note7 as well. The UK is getting their replacements earlier than us and their carriers are offering £50 voucher for the delay. We aren't promised anything concrete.

AMHC
by Member AMHC
‎2016-09-10 12:07 PM

Is Optus going to get our replacement units on 21/9? Will the replacement be available to us in stores on the same day? I really can't stand using the J1 MINI that I am stuck with.

HeKkZz1
by Frequent Visitor HeKkZz1
‎2016-09-10 12:11 PM

@MRMPW11 dont listen to optus listen to Samsung, they have stated we're getting brand new phones and thats what we better recieve, if i wanted to keep my old phone I wouldnt of handed it in. But this is speculation. I dont see why we should be getting our old ones back regardless of the batch number, just give out new phones and get rid of the ones that people returned

Rockdad83
by Contributor Rockdad83
‎2016-09-10 12:28 PM
@MRMPW11 I talked to Samsung last night on their 24/7 online chat. Have them my imei, serial number, phone colour and details. And they told me my phone is part of the faulty batch. Australia was one of the first countries to get the note 7 so I'm pretty positive all phones are part of the same batch. But I suggest to go to the online chat and get clarification just to put your mind at ease.
Andrew21
by Member Andrew21
‎2016-09-10 01:27 PM

Quick update on my situation, 

 

Optus store at cabramatta (store manager) was unwilling to accept the phone alone and forced me to get the accessories. Absolutely ridiculous as Samsung put out the statement themselves. I've called up Samsung to organise the replacement and they immediately said I only needed to give back the phone. Kudos to Samsung. Disappointed in optus with their resolution.

Hollie
by RetiredModerator Hollie
‎2016-09-10 01:35 PM

Hey @Andrew21 - I just gave the Cabramatta store a buzz to discuss this with them, there has been a bit of confusion about what is needed as in normal circumstance all accessories are required. I spoke with the store manager and she did say if you were able to bring the phone back they could send it off. Apologies for the experience though Smiley Sad

Josh90
by Occasional Visitor Josh90
‎2016-09-10 05:05 PM

Absolutely amazing service from the team at Optus Cockburn Gateways (WA) - In and out in 10 mins - S7 Edge as a loan and they'll let me know when the replacment Note7 arrives. Couldn't be happier!!!

Hannah-L
by RetiredModerator Hannah-L
‎2016-09-10 05:23 PM

Woohoo! Thanks so much for letting us know, @Josh90 Smiley Happy I've passed your feedback along to the team there.

IBS
by Contributor IBS
‎2016-09-10 08:17 PM

I am just posting this to help out a few here.

 

I know many have concerns about not being able to transfer their data from their recalled note 7 to the new one when it arrives.

 

Solution - and I have tested this with a factory reset.

 

On the Note 7, go to Settings > Cloud and accounts > Accounts > Google and make sure sync is turned on for your most important information.

 

On the Note 7, go to Settings > Cloud and accounts > Samsung Cloud and make sure all the stuff is turned on that you want to backup. Then select Back up My Data from the bottom of that page.

 

It may take a while. Using those 2 combined options - my note 7 is exactly like it was before the wipe. When starting the new phone. it will ask you if you with to restore from google and from the samsung cloud.

 

 

Ash25
by Member Ash25
‎2016-09-10 08:44 PM

When I got my original phone from the Optus store they only had black in stock. Am I able to change to a Silver one which was what I originally wanted? Given the inconvenience of all this messing me around, I wouldn't think it should be a problem. 

Rockdad83
by Contributor Rockdad83
‎2016-09-10 08:45 PM
@IBS also backup to your SD card through smart switch. Just click on the 3 dots in the top right and back up to external.
Hannah-L
by RetiredModerator Hannah-L
‎2016-09-10 09:00 PM

Hey @Ash25, have you returned your original phone as part of the recall?

Ash25
by Member Ash25
‎2016-09-10 09:29 PM

Hi Hannah-L

i went to the Werribee store today and they told me to hold on to it until new ones come in. I said to them I thought I was supposed to return it. I am using an old phone for now ... just have the Note 7 all boxed up at home. I can try another store tomorrow if you recommend. 

Thanks

Hannah-L
by RetiredModerator Hannah-L
‎2016-09-10 10:13 PM

Eeeep! They definitely should have swapped it for another model rather than told you to hold onto it, I'd try again if I were you. With regards to switching the colours when the new stock comes in, I believe they'd need to start a new contract to issue you a phone of a different colour, best to double check that with the store though. 

Hannah-L
by RetiredModerator Hannah-L
‎2016-09-10 10:13 PM

Eeeep! They definitely should have swapped it for another model rather than told you to hold onto it, I'd try again if I were you. With regards to switching the colours when the new stock comes in, I believe they'd need to start a new contract to issue you a phone of a different colour, best to double check that with the store though. 

Frocker
by New Contributor Frocker
‎2016-09-10 10:36 PM

@Hannah-L

I've had the same thing ... Posted here on Thursday night (no response though)... 

Have tried 3 times to hand in my phone, 2 different stores. Was told to keep hold of my phone till the replacement stock came in. Lucky my son still had an old iPhone 5 lying around to use as neither wanted to organise a loan phone ... Said I wouldn't be happy with a J1 mini, and they were probably right ... But still wouldn't take my phone when I tried to give it back. 

 

iOnicAU
by Member iOnicAU
‎2016-09-10 11:24 PM

How can I get a copy of my proof of purchase?

Apparently even though my phone is defective and could explode without notice, I need a receipt to return it.

 

For an organization which says its serious about getting these devices out of circulation, Optus stores are making it so difficult to return these phones that it seems you're almost better off having one catch fire at night and burning your house down.

Aman_B
by Moderator Aman_B
‎2016-09-11 01:31 AM

Hey @Frocker  and @iOnicAU, so sorry for the inconvenience caused because of our stores. I can assure you that you don't need a Proof of purchase and while you wait for the Note 7 to be replaced you can ask for a loan phone as well. Let us know of the stores have any issues with this, I'll contact the stores and discuss this with them.

Paullam88
by Occasional Visitor Paullam88
‎2016-09-11 06:05 AM

Hi optus if our contract was initiated online. Are we best to return the phone into any store for a replacement or should we wait until the new shipment of note 7s are in to wait for postage. Thanks 

Aman_B
by Moderator Aman_B
‎2016-09-11 06:08 AM

hey @Paullam88, yes you can visit any Optus Store. All Optus stores have been updated on this and will help with your handset replacement and also a loan phone. 

Frocker
by New Contributor Frocker
‎2016-09-11 06:27 AM

@Aman_B

I'm still unclear ... So we hold onto the phone until replacements arrive ? Or do we have to hand it in ? (I'm not using it) 

Neither store wanted to take it. (Or even take my phone number ) 

i don't really have time to keep going back to stores (work a full time job and a part time job on top of that ) 

i have friends with other carriers, was easy for them.... They received a phone call from the store of purchase. Went in, staff set up an edge for them and they went on their way . ... Must say this has been a very frustrating process with information being  imconsistent . 

I get the manufacturing faults happen, that is unavoidable... But how this has been handled by Optus hasn't been the best experience 

Aman_B
by Moderator Aman_B
‎2016-09-11 07:05 AM

Hey @Frocker, Just to reconfirm your Note 7 is on an Optus contract and it wasn't an outright purchase? I don't see any reason as to why the stores can refuse you if the handset is on an Optus contract. As per our info all Optus customers can take the handset to any Optus store and get a loan phone and they will get a replacement for their handset. 

iOnicAU
by Member iOnicAU
‎2016-09-11 07:45 AM

I'm going to try again today. It's really frustrating to read one thing here then deal with stores who don't reflect what we are being told. I've been turned away from 2 stores at this point and I really don't have the time to be bounced back and forth constantly.

Hollie
by RetiredModerator Hollie
‎2016-09-11 07:58 AM

Hey Guys - as per this thread, some customers have definitely experienced problems with returning their Note 7's as the standard process when returning a handset for warranty replacement is to provide all accessories and in some cases proof of purchase.

 

You definitely shouldn't hold onto the handset until a replacement comes out or continue using it Smiley Sad Stores may not have stock of other loan phones apart from the J1 but they should still take your handset back as part of the recall.

 

I am really sorry for the troubles and run around Smiley Sad If you can PM me through your mobile numbers, full name, DOB and the store you are trying to return them to I'll follow this up and make sure they have been updated with the correct info regarding this process. 

Frocker
by New Contributor Frocker
‎2016-09-11 11:28 AM

@Aman_B

Yes I can confirm the phone is on contract to Optus. Not an outright purchase. 

 

@Hollie

so that means that I need to go back a 4th time ? Will pm you details 

Wazz
by Frequent Visitor Wazz
‎2016-09-11 11:41 AM

Ok.... So went to the local Optus store and was told that the loan phone was the J1mini, promptly said no thank I'll come back when you have something better. To go from a top of the range to a bottom of the range wasn't going to happen. Was also told to return all accessories. That night checked Yes Crowd and learnt that people were getting the S7 edge as a loan phone and that accessories do not have to be handed in. Went back to Optus Tuggeranong and this time the experience was different. Arrived and the lady there (store manager I think) ran through the options and said the S7 Edge was available (they had just received loan stock). Took the S7 Edge loan phone option did the transfer of data and went home happy that I had a comparable phone while I await the arrival of a new Note 7. Only thing is I was still asked to return all accessories which is not going to happen. Anyway, it seems a lot of stores are hit and miss with service depending on what staff you approach. Suggest anyone still to go through the process asks for the store manager as they should know the process by now.

Junine
by Member Junine
‎2016-09-11 12:54 PM

gone to optus westfield parramata. at first she asked me for the box but I showed her(jenny) the thread here that only the unit is needed to be returned. she went inside and came back and agreed to received only the unit. the whole process was fast and got a s7 edge loan phone.

Frocker
by New Contributor Frocker
‎2016-09-11 04:36 PM

Ended up at Golden Grove Optus today.....3rd store lucky ! (I was at the point where i was going go change carriers (

They were great, hooked me up with a loan edge 7. And finally someone happy to take my note back 

Big thanks to them ! 

Alex_H
by RetiredModerator Alex_H
‎2016-09-11 05:43 PM

@Frocker - Awesome to hear that you picked up a loan handset! I'll pass your great feedback along. I do apologise for the run around though Smiley Sad 

MRMPW11
by Member MRMPW11
‎2016-09-11 05:47 PM

@Alex_H will phones be available for us on the 21st or will we have to wait longer?

Filiph
by Frequent Visitor Filiph
‎2016-09-11 05:49 PM

My Experience to Return my Note 7 :

 

Yesterday first I went to Watergarden Optus Outlet. I was discussing with a salesman to return my note 7, first he said that I do need to return my whole box with all accessories & you will get j1 mini as a loan phone which you have to return when you will get your note 7 replacement & it will take 4 week. Also he said that if you want to get your replacement earlier go to Highpoint Samsung Store, return to them you can get your replacement very soon. Because Samsung will deliver replacement note 7 from 21st September. Also he said if you want it from us it takes time. Then I said I brought it from this store & please check optus crowd the officials said no need to return accessories. Then the sales person said me to wait he will discuss the matter with manager, he came back & told me ok no need to return accessories. For your safety concern you can return it back. I said thank you am not submiting my note 7 to you. 

 

After I came back to brimbank optus store. I discussed all matters. They said I can keep all my accessories & they gave me Galaxy S7 Edge as a loan phone. I am very happy & just wants to say thank you optus & yes optus.

 

Actually I do think there are some Stores still have communication gap thats why it's happening. Also some salesperson for their personal interest they want the accessories it seems.

 

Thank you.