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Samsung Note 7 Update

Optus
Online Community Manager
Online Community Manager
10 750 136K

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.

750 Comments
iOnicAU
Member
Member

Just wanna say a big thanks to @Hollie for going the extra mile and arranging the process with Vanessa in the Cranbourne store to get things resolved for me.

Serena
RetiredModerator
RetiredModerator

Naww, isn't she amazing! She'll be all smiles in the office tomorrow, thanks iOnicAU 🙂 

johno_84
New Contributor
New Contributor

Hi, Just would like to know when is the latest date I have to make a decsion to decide if I keep my plan with Optus? I have ahnded in the note 7 to my local Optus store, but with all the muck around I have had, Im just unsure if I want to stay with Optus. @Serena

 

Marie
Moderator
Moderator

So sorry to hear your feeling this way johno_84 😞

 

You should have until you pick up the replacement device to make this decision. 

Kristi23
New Contributor
New Contributor

I would just like to say a massive shout out to Dan at the Bendigo Marketplace Store, After reading all the trouble alot of others had been though at various stores i was dreading taking my note 7 in, However today was the day and it was so straightforward and an alround great experience, he was happy to answer questions to the best of his ability and with a smile (even had to chase my sister inlaw out after we left to give her jacket back lol) , and to top it off i got to keep my accessories without the arguement alot of others have gone through... Kudos to you Dan and Thank you 

Marie
Moderator
Moderator

That's awesome new Kristi23 🙂

 

So glad to hear your experience. 

 

I've passed it on to the Bendigo Marketplace team.

vb4me
Occasional Visitor
Occasional Visitor

I believe this is being handled poorly at the moment if even if you can get to an Optus store there is still a muck around.

I am a rural customer and have been with optus for nearly 20 years. The nearest Optus store is a 2.5 hour drive away and longer for a samsung store. So anytime I upgrade it is online. I have been told by optus that I cant use their boomerang service unless I accept a repaired phone. No way. I want a brand new replacement if these phones have an issue. So I have been told to take the drive as my only means of resolution. Not happy.

 

Hollie
RetiredModerator
RetiredModerator

Heya @vb4me - if you do live in a rural area, as this is a product recall from Samsung, as per the link to the Samsung site on our blog you can chat to them directly and they should be able to organise a satchel for you.

vb4me
Occasional Visitor
Occasional Visitor

Thank you @Hollie. That is information that would have been appreciated over the phone. I do understand that this is no easy task but for providers to help facilitate this recall on samsungs behalf any costs involved should be reimbursed by Samsung.

AMHC
Member
Member

It is only a week away now from when the replacement units are supposed to come on 21/09. Can Optus provide an update on when the replacement units will be available in Optus stores?

Hollie
RetiredModerator
RetiredModerator

We don't have a confirmed date as yet @AMHC - best place to keep updated is this blog post though 🙂

Ash25
Member
Member

I am still trying to get through to the correct department or support person from Optus to enable me to change the colour of my replacement handset whenever it arrives.  When I originally picked up the Note 7 the store only had a supply of Black, but i had wanted a Silver Note 7.  I was told that there would be a 2-3 week wait on silver, so i signed up with a black phone.  Given the recall and the associated inconvenience, which i understand is no fault of Optus, I would have hoped there would be some opportunity to now get my original colour preference.  Not a big deal, but would make this whole experience a little more palatable if I could come out the other side with the phone and colour I originally wanted.

 

Can someone please refer me to anyone at Optus who can help me.

 

Thanks

emm23a
New Contributor
New Contributor

Hi,

 

As mentioned a few times in this forum, I have contacted online chat about being credited my handset repayments but they said they can't do this. Any advice?

Hollie
RetiredModerator
RetiredModerator

Hey @Ash25, did you send your phone off online through Samsung or through an Optus store? 

Filiph
Frequent Visitor
Frequent Visitor

Hey can anybody do know whether we need to pay note7 handset repayment for this period of time. I got my first bill including note7 handset repayment. Thank you. 

nigelw
New Contributor
New Contributor

While delighted I managed to get a s7 as temporary phone, I miss the note 7. There are many things that are different or subtly different, the pen is missed the most. Very happy to read the update today, 14th sep that I only have a week more to wait, maybe longer because of country location.

We are travelling down to Woolongong from Grafton on the 23rd, so following murphy's law, I bet I will get the txt on 23rd to say new note 7 is ready to be picked up.

Am I correct in thinking I will need to pick up new note 7 and hand in the s7 from the store i returned the original note 7?

Ash25
Member
Member

Hey @Hollie

I returned the phone to the Point Cook Optus store.  The staff in there were super helpful, gave me an S7 Edge as a loaner, and did the smart switch transfer too.  When i enquired about the option to switch from Black to Silver, they said to contact Optus Customer Care.  I have tried about 3 different numbers and I keep getting bounced from one area to the next.  The last guy i spoke to didnt even seem to be aware about the Note7 recall!!

Hopefully you can assist me.

 

Hollie
RetiredModerator
RetiredModerator

Just following up on the handset repayments enquiry guys - for now I would recommend paying the full account including handset repayments though. 

 

Hey @Ash25, if you can PM me your full name, DOB and mobile number I'll see what we can do 🙂

Nax998
New Contributor
New Contributor

At the bequest of Samsung, I took phone back to Waverley Gardens.   I took the time to wipe it first, so should have been a quick process. 

On arrival I'm told they have no loan phones and they wouldn't even give me a J1 mini to use.  

Now I'm off to Parkmore to try my luck!

I hope Samsung is going to offer some sort of compensation over all of this. 

This is the only place that seems to have any info.   Can you guys create a page that keeps everybody up to date?

Scott_M
Valued Contributor
Valued Contributor

Hi @Nax998, the J1 Mini is the loan phone option for many stores if you choose to wait for a free replacement. Did Waverley Gardens give you a reason for not providing one? Feel free to give the stores a call before you head down there. → http://optus.com.au/stores. 

cbourke
Frequent Visitor
Frequent Visitor

Update on my issues from last week (being refused twice when trying to return the phone).

 

I went back to the same store (Macquarie Centre, Sydney) and the shop assistant was super helpful and straight away offered me the S7 edge as a loan phone while I hand my Note in and wait for the replacement. The whole process took no more than 10 mins and I'm so glad it's all done after all the issues I had last week. I wish I had gotten the shop assistant's name as she was so helpful!

 

The S7 edge is still great and I'm happy to use this in the meantime 🙂

Nax998
New Contributor
New Contributor

 Last Thursday (page 15) Hollie stated that we would get to keep the J1 mini once we got our new Note 7.  I'm now at Parkmore who are happy to give me the J1 mini, but insist it has to be returned when i get the new note. 

 

Can you clarify this for us and for the stores.   The levels of miscommunication are reminiscent of carrier pigeon!

Rockdad83
Contributor
Contributor
Been into my nowra optus store twice now and talked to Samsung 3 times. I still have the note 7 in my hand and no closer to getting a temporary phone. optus told me if they don't have my note 7 first then it won't be replaced until they send it back to Samsung. Kinda getting sick of chasing my tail.
cbourke
Frequent Visitor
Frequent Visitor

Rockdad83
Contributor
Contributor
The next store is an hour and a half away, kind of a bit out of the way.
Note7boom
New Contributor
New Contributor

I saw when I went in to drop mine, the stores are sent emails with exact instructions on how to handle this recall, the stores that are still giving people the run around I believe should be getting a good ass whooping for their inability to follow basic direction from their head office. 

 

 

Nax998
New Contributor
New Contributor

Perhaps somebody can post what the stores are sent... would save a lot of grief!

 

thimo82
New Contributor
New Contributor

Hi Optus! it will be awesome if you could give an estimate date on when the Note 7 will be restocked, Although we know its from the Sept 21st but an estimated date will be excellent for us to know. Thanks!

Angii1990
Frequent Visitor
Frequent Visitor

Hi Optus,  

After my terrible experience with handing my Samsung note 7 over I have decided to go with iPhone 7 plus. Are you able to confirm if each store is getting stock?  I'm loosing faith in Optus, after having really rude employees, then having to follow up an issue 3 times which was there fault. This shouldn't happen .

I'm hoping it's going to be smooth sailing for the iPhone 7 plus if not I will be going elsewhere

Note7boom
New Contributor
New Contributor

To be fair @Angii1990 if you go on the telstra site people are complaining about it, same on the Samsung site, I think optus head office handled it well, just the stores didn't seem to understand this is a recall, not a warranty job.

And the battery issue the note 7 has had could happen to any company, they were let down by a supplier/manufacturer and we're quick to call for the recall. I personally can't wait to get my new note 7.

Nax998
New Contributor
New Contributor

I've had it with Optus...there is no consistency with the information given to us here, the website and what each store is doing...tempted to just cancel the whole plan and find a carrier where the stores speak the same language.

Jax_K
Valued Contributor
Valued Contributor

Hey all,

 

Really sorry for the miscommunication. All of our stores should be following the process as outlined on our blog here. More than happy to follow this up with the particular store you wish to go to if you can PM me your full name, mobile number and DOB? Thank you.

 

@Angie1990, I'd recommend giving your local store a call first before visiting as we're unable to confirm stock for each store. 

Jax_K
Valued Contributor
Valued Contributor

@thimo82, we expect the Galaxy Note 7 devices to arrive in store after the 22nd of September. 

DEANJA
Contributor
Contributor
Why are Optus stores telling customers that 1) Optus won't be re stocking the Note 7's. 2) That Samsung have totally canned Note 7's altogether. Then trying their hardest to get people to buy on the spot another type of phone?
Zaldyp
Frequent Visitor
Frequent Visitor

Hi 

I am just wondering if i go in wit my old note 7 will i b able to replace it  d new replacement note 7 once stock comes into d store?

Note7boom
New Contributor
New Contributor

The stores won't be selling note 7s for another month or so, the replacement phone are the priority so the stores won't just be sent extras, they will have orders filled for phones that are handed in so if I was you id hand yours in to get on the list for replacement  one. 

thimo82
New Contributor
New Contributor

@Jax_K Thanks for the heads up, i do hope i can get it replaced before i go on my holidays before the 28th. Do update us here when the stocks are in most of the stores nationwide. Thanks!

Aman_B
Moderator
Moderator

Hey @thimo82, certainly we will be updating as we get new details. I'd also recommend to be in regular contact with your local Optus store. 

thimo82
New Contributor
New Contributor

I actually went down to my local Optus store and was told that i do not need to reserve the phone. I guess i will probably head down to get the s7 edge as the loan phone to be on the reserve list. I wanted to reserve the phone but the shop staff told me that wasnt necessary. 

Aman_B
Moderator
Moderator

Thanks for the update @thimo82. Not too sure about reserving the handset as that might just this store that's doing this. You can visit any other store as well and check this with them.

Rockdad83
Contributor
Contributor
@thimo82 see I was told the complete opposite, that if they didn't send my phone to samsung first then I wouldn't get a replacement. Yet they couldn't offer me a decent temporary phone so I could hand it in.
Sam_D
Valued Contributor
Valued Contributor

Hey @Rockdad83 - looks like Hannah is looking in to this one for you 🙂 We'll let you know as soon as we have news. 

Zaldyp
Frequent Visitor
Frequent Visitor

So i have been told by Optus Chat that i can go into store once the replacement note 7 stock comes in and swap my old note 7 with a replacement note 7. But when i went into store i was told i need to hand over my phone and will need to wait for the replacement note 7 to come in.

Is there any truth that i can swap my note 7 once stock comes in as i would prefer this way.

Sam_D
Valued Contributor
Valued Contributor

Hey @Zaldyp - what the store advised is correct as per the current process; Purely because this recall is due to safety concerns and prolonging your exposure to the device isn't recommended. If there are temporary handsets available your store will be more than happy to set you up with one in the interim 🙂 

Zaldyp
Frequent Visitor
Frequent Visitor

@Sam_D But am i still able to swap my note 7 once stock comes in? Say i have shutdown my note 7 and using an alternative phone already and i just want to wait for the new replacement note 7 to come into stock and then hand in my old one for the replacement note 7, Doing this is my consumer rights correct?

Sam_D
Valued Contributor
Valued Contributor

@Zaldyp As far as I'm aware there's no time scale on the recall so this should be fine, however we'll be posting updates here and you can also check out notifications directly from Samsung if anything changes.

Serena
RetiredModerator
RetiredModerator

@DEANJA Definitely shouldn't be happening, are you able to tell us which store has advised this to you? We'd like to get this followed up.

Sam_D
Valued Contributor
Valued Contributor

Hannah will be in the office shortly 🙂 We'll be able to get in touch with the store and let you know.

AMHC
Member
Member

I am still getting conflicting responses regarding the handset repayment deduction. Are we meant to get the deduction after we receive our replacements? Can the head office send out another memo to all stores so we can get the deductions without hassle when we pickup our replacements in stores?

 

Also, since we are supposed to pick up our replacements in the same stores we returned our note7 to, are we guaranteed that those stores will have replacement units reserved for the ones who returned their note7 there? If not, how can I reserve a replacement unit in a particular store?

Rockdad83
Contributor
Contributor
I don't understand why optus can't just take down our imei number and serial number, send it through to samsung and just do a simple exchange in store? Why are they making it so difficult?
thimo82
New Contributor
New Contributor

I think its better to get a loan phone first, most stores are offering the s7 edge, at least cockburn in perth offers that, i will get it exchanged tml. As what other comments stated, Samsung wont be selling the new note 7s till next month so i guess the replacements are case by case basis. 🙂

Rockdad83
Contributor
Contributor
@thimo82 im going into my store today as they just got some temporary s7edge phones in yesterday and put one aside for me finally. I thank the mods here for sorting it out for me but I still think the whole thing has been a miscommunicated mess. Hipee you get yours sorted.
JAnon1
New Contributor
New Contributor

Hi,

I've a very different experience to all of you. It is very frustrating. After wasting hours and hours, I'm still no where near getting my temp hand set.

I've been to 3 Optus shops, called 4 other shops and spoke with Optus Helpline for quite a few times. I've also spoke with Samsung Helpdesk but so far, no one is able to help.

My only issue is that I am traveling and not able to personally bring the Note 7 to an Optus store. Optus doesn't accept someone else bringing the phone in while I fax over my signature agreeing to the T&C.

I have always signed up to Optus contracts online. These contracts don't requires me to personally go to a shop and sign them. It seems that it is easy to sign up but when an issue occurs (which is not my fault), Optus made it very difficult.

Also, to make my experience worse, I've yet to receive the 256 Gb MicroSD card.

I've wasted so much time on this. Such a simple matter and yet Optus made it impossible to get a resolution.

Serena
RetiredModerator
RetiredModerator

Hi @JAnon1, do apologise about the run around you've had with this. We do require the account holder to be in-store for the swap. We need to sight photo ID and ensure you're the account holder of the phone. Completely understand that you're travelling and I hope that at some point in your travels you're able to quickly duck down and get this arranged. Might be best to call ahead and make an appointment to get it done quickly. 

AMHC
Member
Member

Now that it's only two days away from when the replacement units will arrive, can someone answer the questions I have posted last week please?

 

I am still getting conflicting responses regarding the handset repayment deduction. Are we meant to get the deduction after we receive our replacements? Can the head office send out another memo to all stores so we can get the deductions without hassle when we pickup our replacements in stores?

 

Also, since we were told to pick up our replacements in the same stores we returned our note7 to, are we guaranteed that those stores will have replacement units reserved for the ones who returned their note7 there? If not, how can I reserve a replacement unit in a particular store?

Nghi
RetiredModerator
RetiredModerator

Hey AMHC, your local store should be managing your replacement and be contacting you when your phone is ready for pick-up. The credits are applied by our Billing team and it's always best to wait until you've received your replacement. That way we can calculate the exact period you were without it. Please contact us on 133937 or live chat here to discuss your bill.

Anexias
Member
Member

Hi, if we didn't get a replacement phone and just used an old phone we had, can we just go in on the 22nd to replace the phone? 

Nghi
RetiredModerator
RetiredModerator

Hey Anexias, we recommend taking your Samsung Note 7 into store as soon as you can. If there isn't any replacement stock available at the time then you'll be contacted when some come in.

matho94
New Contributor
New Contributor

Hi, 

 

I took my note 7 into an optus shop last thursday and Im still yet to hear anything from optus about my note 7 being reieved or when a replacement one could arrive.

 

Could someone please share some light on this?

 

Many thanks

Pete
RetiredModerator
RetiredModerator

Hey matho49, it will be best to call the store as they'll be able to follow this up for you. 

matho94
New Contributor
New Contributor

Thanks pete, I just called them and they said they still have recieved an update from samsung at its going to be atleast 3 weeks? is that correct and if so what remedies are optus putting in place in realtion to bill payment as I do not want to be paying a bill for a phone I dont even have. Are there any other options or is it just wait at least 3 weeks?

Nikonko
Member
Member

I got message from optus today that the dealer will contact me to arrange for pick up the phone 🙂

Danzemon
New Contributor
New Contributor

Ahh that's awesome to hear Nikonko! Hope you get yours soon! I'm still waiting for my message...

Note7boom
New Contributor
New Contributor

Just called my yes shop to be told another 3 weeks, when I said the date we were told the phones arrive from is the 21st, he told me to come get my old phone if I want. Nice attitude your stores have. 

Should change the name to No shops. 

Zaldyp
Frequent Visitor
Frequent Visitor

Hi,

Just wondering if i give my note 7 back to Optus for a replacement phone, do i have to give them the box and the accessories from the box?

Rockdad83
Contributor
Contributor

Handed my note in Saturday and got a brand new temporary s7 edge which is a nice phone but it's still not my note.  I was told the 22nd the replacement notes would arrive

Pete
RetiredModerator
RetiredModerator

@Nikonko I can confirm we're working with Samsung to have these phones replaced ASAP, however given this is a global recall there might be a delay with getting your replacement. I'll be able to look into your account though, could you PM me through your full name, D/O/B and mobile number?

Rockdad83
Contributor
Contributor

@Zaldyp nothing but the phone,  I kept all my accessories 

Pete
RetiredModerator
RetiredModerator

@Zaldyp There's no need to send the accessories or the box, we just need the phone 🙂 

Zaldyp
Frequent Visitor
Frequent Visitor

@Rockdad83 i have been told that optus policy is that i need to bring in the box and also the accessories. I told them that isn't what samsung said in their recall and they stated that it is optus policy he is following and not samsung's policy and their policy is that the phone and the box and accessories need to be brought back. They said if its only the phone to be returned then i need to get it in writing from head office.

emm23a
New Contributor
New Contributor

@ZaldypI even kept the S Pen and had no worries. Sounds like each store has different information.

Zaldyp
Frequent Visitor
Frequent Visitor

 @Petewell Optus store at Ashfield NSW stated otherwise saying its Optus policy that the phone with Box and accessories are to be returned. 

matho94
New Contributor
New Contributor

go to the samsung website and look at the FAQs it says only the phone nothing else. take that in as who knows we may only recieve a phone back and no charger etc..

Rockdad83
Contributor
Contributor

Not if it's a world wide recall. They obviously haven't got the memo yet

Zaldyp
Frequent Visitor
Frequent Visitor

Yea i showed it to them and they stated they are going off Optus policy and not Samsung policy which really pissed me off because they couldve stated that when i was in the shop a few days earlier talking about the  recall of the note 7. 

lizzylozzi
Occasional Visitor
Occasional Visitor

I got the same response, I said that I had thrown out the box, the only reply I got was I have to bring the box,

Pete
RetiredModerator
RetiredModerator

@Zaldyp I'm really sorry about this. I've personally contacted the store and have now sorted this out. You can now visit the Ashfield store and they'll process this for you. 

Pete
RetiredModerator
RetiredModerator

Hey lizzylozzi, which store did you go to? I can confirm the process is 100% in-line with Samsung's and this is something I will personally deal with.

lizzylozzi
Occasional Visitor
Occasional Visitor

Hi Pete, it was the Mirrabooka store here in WA, 

Pete
RetiredModerator
RetiredModerator

Thanks lizzylozzi 🙂 I'm calling them now. 

Pete
RetiredModerator
RetiredModerator

I've just spoken to Omar who has confirmed the store is already across the recall process. I'm not to sure what had happened before though, he said to go in and see him; he'll help you 🙂

lizzylozzi
Occasional Visitor
Occasional Visitor

Thank you Pete for your help!

Pete
RetiredModerator
RetiredModerator

You're welcome lizzylozzi.

Rockdad83
Contributor
Contributor

The mods on here have been fantastic in the face of some pretty harsh criticism,   thanks for all your help so far and getting things sorted 

Danzemon
New Contributor
New Contributor

Amen to what @Rockdad83 said. Massive kudos to all the staff and moderators involved for helping us all!

 

Ifntvlyz
Occasional Visitor
Occasional Visitor

isn't it a bit unfair, we only can get the replacement starting 22, but samsung already make this update from 21st.... if we lucky, we can get it straight away on the 22nd, but if not we need to wait with 60% battery phone???

Note7boom
New Contributor
New Contributor

Well I call my optus store, he says 3 weeks, but then I get a sms from optus saying I'll be contacted within 2 days for collection.  

We keep being told to contact the yes stores for info but all we get is rude misinformed answers. 

 

If it wasn't for this forum I would have cracked it at optus by now, here seems to have the only people with any real knowledge. 

MRMPW11
Member
Member

Guess I'll ring my local store tomorrow and see what story i get spun. 

Obviously the process hasn't worked all that well for there still to be confusion

thimo82
New Contributor
New Contributor

Hi Admins! any chance if the stock will be delivered to major cities in Australia within the next few days ? or do we have to wait longer. 🙂 Thanks!

Hollie
RetiredModerator
RetiredModerator

Heya! We've had confirmation by Samsung they should be hitting our shores soon 🙂 You should receive an SMS with a little more info about this too.

NandR8890
Frequent Visitor
Frequent Visitor

We I am trying to call my local Optus store to ask the question but it seems that they have not switched the phones over because it currently tells me they are shut but then continues to say that the opening hours are between 9 - 5:30pm.... its after 9am. 

johno_84
New Contributor
New Contributor

Hi @Hollie, just confirming, if we recieved the J1 mini as a loan phone, according to samsung and previous comments on here, we can keep it, is that correct? Cheers 🙂

Jax_K
Valued Contributor
Valued Contributor

Hey @johno_84, can confirm that this is correct 🙂 

MRMPW11
Member
Member

Can a moderator please provide us with an answer @Optus@.

Today is the 21st. 

When will optus shops start receiving the replacement handsets for us to collect?

Please do not ask me to follow up with my store as they have no idea.

Cheers 

Danzemon
New Contributor
New Contributor

@MRMPW11 I've been told that it will depend on the delivery and location of the optus shopfronts. As stated when they updated the main article on the 14th September,"We expect the replacement Galaxy Note 7 devices to start arriving in stores after 22 September." They will contact you asap to arrange collection of the new phone, assuming you got a SMS from Optus saying your claim BASC****** is complated. Will contact you within the next 2 business days (that's what I received last  night on my phone).

MRMPW11
Member
Member

Thanks @Danzemon optus have had my phone now for 2 weeks and i haven't received any confirmation or follow up message

Danzemon
New Contributor
New Contributor

Considering the amount of claims Optus received, I am not surprised 😕

Note7boom
New Contributor
New Contributor

I received a conformation sms that optus have my phone the same day I gave it in, then got the 2 day notice last night. 

iOnicAU
Member
Member

I've had zero communication from Optus since they said I need to return my phone. No confirmation that they have my phone, no communication about when I might see my new handset - nothing.

 

Everything I know about this recall is what has been said here.

Kristi23
New Contributor
New Contributor

This is the only message i have received, and i got this the day i took my phone back to the shop,

 

Your claim number is BASC********. We will contact you when your device has been assessed. Check the status of your claim at www.optus.com.au/BASC Rgds,Optus

 

I wish this would all just hurry up and be over... 

The stores seem to know nothing about when they are getting replacement stock