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Samsung Note 7 Update

Online Community Manager
Online Community Manager
10 750 132K

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
Member
Member

I haven't recieved one of those at all 😐

Member
Member

@Kristi23 I recieved an sms with the BASC number saying my claim has been completed and will be contacted within 2 days

Contributor
Contributor

Just recieved an email from samsung saying the note 7 should have arrived today. Going to ring my store now to see if they are in.

Valued Contributor
Valued Contributor

@iOnicAU & @MRMPW11, sorry there's been no follow up on this 😞 Can you please PM through your full name, mobile and date of birth so we can follow this up for you?

New Contributor
New Contributor

I haven't received a claim number or any communication with Optus since returning my phone the other week either 

Valued Contributor
Valued Contributor

@Frocker, I'm happy to look into this for you if you could please send me a PM with your account info and date of birth? Thanks.

Member
Member

I just received confirmation of BASC claim being processed ... the usual dealer will be in contact within 2 days.

Thanks to all the mods on here for keeping us informed and dealing with the frustration that some people have experienced from the stores. @Hollieand @Jax_K have been absolutely wonderful to deal with.  Thank you.  Hopefully not long to go now!

New Contributor
New Contributor

I also never received a confirmation to say my phone has been received and I returned it 10 days ago. 

New Contributor
New Contributor

Still no communication for me as well and i returned it last week. Im over paying for a phone im not using and no i didnt get a temp replacement so some update on when ill be receiving my replacment would be great

RetiredModerator
RetiredModerator

Hey Ash25 and emm23a, glad to hear you've received notification. Hopefully the replacement will appear sooner rather than later.

 

For math94, stock of the replacements are just starting to arrive at stores and our staff are processing them as quickly as we can. I'd expect you to receive an SMS soon and receive your replacement phone soon after.

Frequent Visitor
Frequent Visitor

I returned my Note 7 to the Adelaide Rundle Mall Optus almost 2 weeks ago and have never received a confirmation text. Can someone please look into this for me? Hoping I can get my replacement Note 7 by end of day tomorrow as going away for 4 days and this J1 phone is TINY and so hard to use!

Contributor
Contributor
I just want my note back, i find the s7 edge really sensitive on the edges of the phone and it jumps all over the place just holding it, that doesnt seem to be an issue on the note.
New Contributor
New Contributor

I called into my yes store, I got the sms yesterday but he has had no delivery of note 7s, so the wait game plays on. 

Member
Member

Totally agree with you @Rockdad83.  I am finding the S7 Edge super challenging to use for exactly the same reason.  Fingers crossed not long now!

Member
Member

@Rockdad83 I have the same issue with the S7 edge loaner. Everyone keeps saying I should just get an S7 edge but its such a pain to use because of this. Only makes me want my Note7 more haha

Contributor
Contributor
Totally ,its not a bad phone by any means but you can really see how many little tweaks theyve made for the note 7 that really sets it apart. Im so glad i waited for the note.
New Contributor
New Contributor

The amount of LAG i have to put up with on the J1 mini makes me feel 2 feels:

1. The pain of not using the note 7 :'(

 

and 2.

 

Must resist urge to smash the J1 Mini lol

RetiredModerator
RetiredModerator

Hey fogsy, can you private message through your account details and any reference numbers you may have received? Full name, Date of birth plus Optus mobile number. We can take a look and see if there are any updates.

Contributor
Contributor
@Danzemon could be worse, could be an iphone 😉
Member
Member

@Nghi someone was going to follow up for me the fact that i haven't had any confirmation or follow from optus. I handed my phone in 2 weeks ago.

I'm still waiting 

Contributor
Contributor
Your claim BASC******* has been completed. Your dealer will be in contact with you within 2 business days to arrange collection of your device. Rgds Optus Well heres hoping!
Frequent Visitor
Frequent Visitor

Hi there

 

I have a Galaxy Note 7 and am aware that there is a recall in place on this device. I got my phone through Optus (Melbourne CBD - Collins St) and am wanting to do a direct exchange ie I take mine in and they exchange it for the same model. I cannot afford to have downtime with this device, and therefore do not want a ‘loan device’ which does not meet my needs (either hardware, software or setup). I also deal with sensitive information on the device, so therefore am reluctant to transfer this or use it on a ‘loan phone’.

 

As you can see, the most obvious solution is to do a direct swap; my current device, reformatted, swapped for a new GNote7; HOWEVER, I have been told by Optus staff that this is not possible. I have to return my device, take a loan phone, and wait for the replacement. I do not consider this a reasonable option.

 

As you would also be aware, there is an update being pushed to the device today that will prevent charging over 60%.

 

My understanding is that Optus stores should be seeing new stock arrive tomorrow (22 Sept). I understand that they will prioritise those who have already handed in their devises. This is perfectly reasonable. I accept that I may need to wait a day or two for these to be processed. From there though, can I not go in and swap my device over?

 

Hey Optus gang, are you able to offer a solution which DOES NOT mean that I have downtime (other than setup time)  between the time I hand the phone in, and the time I have a replacement GNote7?

 

 

Frequent Visitor
Frequent Visitor

I updated my contract to the note 7 just before the recall, never received before it got recalled, and have yet to get confirmation for a replacement phone. So can anyone help?

RetiredModerator
RetiredModerator

Hey LadyFranW, stores will not be holding any walk in stock. All phones will be allocated and sent out after a replacement claim is put in. One option you have is to take you Note 7 into store and cancel your existing contract and then re-contract for a different phone like the S7 or any other phone currently in stock. 

 

For CluelessTim, did you ever actually receive a Note 7? Have you been waiting for a phone to arrive all this time? Once new Note 7 stock is made available from Samsung and the phone goes back on sale then you should receive your order. It's probably sitting at the warehouse waiting for new stock to arrive. At the moment all new Note 7 stock is being prioritised for recall customers.

New Contributor
New Contributor

@Nghi in response to you comment on here to me, I actually said I have NOT received a confirmation text to say that my returned Note 7 has been received, and I returned it Monday last week.

New Contributor
New Contributor

@Rockdad83 I received the same message today

Frequent Visitor
Frequent Visitor

@Nghi I never received it.

Member
Member

Yes @Nghi I'm in the same boat as @emm23a

I'm now going onto 2 weeks

New Contributor
New Contributor

@Nghi this is totally unacceptable.  Many of us were told just to hang into the phone and swap it when the new ones came in.  

I should be able to go to the store I purchased it from originally and get it swapped as a matter of priority.

Let's face it, those who have the S7 are not going to have their phone blow up on them!

The notes that are still in use should be swapped right away.

 

New Contributor
New Contributor

@Nax998 . I disagree. While very reluctant to, I exchanged my note 7 for a temporary s7. Why should I wait behind someone who has not followed procedure? The s7 has been a very good marketing tool to reinforce to me, how much better the note 7 actually is. I use my phone to run a buisness and live rural. I would be beyond annoyed if I find myself behind those who did not follow procedure in returning the hand set.

I so miss the note 7 and agree with comments about the edge being easier to accidently touch, mostly i miss the pen to write quotes and invoices while out and about.

 

Member
Member

I actually cannot believe this! I took my note 7 into my store as soon as I heard about the recall and asked them to take my phone and the guy actually said to me that it would be better to just take my phone home, and to wait until they have replacement stock to come in and exchange it, and now we are being told that we were supposed to of taken it in and got the replacement? Well I did! They didn't take my phone and told me to come back when the stock has arrived. This is unacceptable. 

Frequent Visitor
Frequent Visitor

@Nghi y cant a store be allocated d same amount of replacement stock as per how many it sold b4 d recall?? That wouldve made more sense. And if they had extra due to people cancelling they could have used that for new people wanting the note 7

Occasional Visitor
Occasional Visitor

As I have said before, this is a logistical nightmare but handling by optus in general has been poor. I have received 2 phone calls from samsung today. First one to let me know about the recall and that replacement stock was now starting to arrive and that I should take my phone back to the supplier for replacement. Once I explained my situation of living rural and ordering online but still having to front to an optus store their response was "Oh we can help you with that. Once you receive the replacement phone from the courier just give him your old one and btw you can keep all the accessories as spares". Second call was to verify a few details to make sure I receive my replacement phone next week. As long as things go to plan I'll be happy. And whilst I am not over the moon by optus handling of this situation the guys n girls that are handling things through this forum are doing a great job. Hope it gets recognised.

Contributor
Contributor
I agree the stores have handled this poorly(mods here awesome) from the start and i dont understand why they could just take down your details and phone imei and serial number, relayed your details to samsung and then when the replacement arrived in store,just do and easy swap. This has definitley been made way more difficult then it needed to be.
RetiredModerator
RetiredModerator

Sorry about that emm23a 😞 I must have misread your post. As we continue to receive stock at our warehouse then customer's will be receiving the SMS and replacement phones.

 

For Nax998 and Anexias, I apologise that you were given the wrong information. The recall process did roll out very quickly and some staff may not have been totally up to date on what to do. We do not recommend you continue to use the Samsung Note 7 and request you take it into store as soon as you can. The current turn around time we're expecting is within 3-5 business days for everyone to receive their replacements. 

 

For Zaldyp, that's just not the way our stock is being allocated. You don't actually need to take it into the specific store you bought it from as online customers need to go into store as well. It's simpler to have a central warehouse and send out stock to stores where customers have registered for a replacement.

 

For vb4me and Rockdad83, we appreciate the understanding. This is a complicated situation and we're coordinating with the manufacturer to get the replacement phones out as quickly and efficiently as we can. 

New Contributor
New Contributor

@Nghi I will be traveling over the next two weeks, leaving on Friday.  Apparently I can't leave it at one store and pick the new one up at another.  

Any suggestions how I should sort this out?  I have tomorrow off and can go pretty much anywhere in Melbourne to swap it.

Member
Member

3-5 days is much better than what I was thinking. Thanks @Nghi

New Contributor
New Contributor

@Nax998 I know what you mean about misinformation, I was given a different story from everywhere I asked, even the guy at Samsung told me to keep it till replacement devices arrive, but here was the only consistent place that insisted on returning the device.  I think this recall happened so fast that everyone involved was chasing there tail. 

In future optus if this happened again, I believe a sms telling everyone what to do from the start would be the better option,  and a serious look at why your stores all gave different and in many cases completely wrong information to your customers. 

 

I understand this was a samsung problem that optus had to deal with but a communications company that cant communicate properly between stores is a bit of a joke. 

 

Thank you for this site as you guys have been the one place that knew what was happening, the stores were clueless, the live chat was even worse (had one ask me to remove my battery to tell her the IMIE  number) and she had never heard of the note 7 recall. 

RetiredModerator
RetiredModerator

I understand it's a difficult situation Nax998. You have 3 options. One, is to drop it off at your local store and take a loan phone while you travel and when you come back the replacement should be waiting for you. Two, take it with you and drop it off where you're travelling to and wait for the replacement phone to be delivered there. This would be if you're expecting to be in the same place for about a week. Three, take your Note 7 in and cancel your contract and either go back to your original plan or change to a different in stock phone. 

Member
Member

I got no idea whats going on and seems the Optus store doesnt either.

 

 

I handed my Note 7 in on 30/08/2016 as had a software issues so it was going to be looked over at the warehouse (3 days before this recall) i got my BASC Number on the 30/08/2016,  it was at the warehouse 02/09/2016 and got approved then said the store i took it will be in contact with me within 48hrs. 

 

Its been nearly a month and i am guessing I never received my new Note 7 because of the recall but will i have to wait even longer after everyonr else gets their new Note 7s? As the store isnt much help. I want to know will i receive mine or has the warehouse forgotten about my claim?

RetiredModerator
RetiredModerator

Hey DayBlossom88,

 

More then happy to look into your Boomerang order. Could you please PM us your BASC number, mobile number and confirm your DOB? 

 

Thanks,

Nam

 

Frequent Visitor
Frequent Visitor

I have never received an SMS after dropping my phone off about 10 days ago. I really hope I don't miss out on my replacement device because a process wasn't followed correctly. 

Frequent Visitor
Frequent Visitor

I never got an sms either Hawkeye. And the guys just looked into this for me - I'm not even in the system. Checked the paperwork the girl gave me with my replacement j1 and it's literally just an invoice for the j1 😑

 

Really hoping they haven't messed it all up. Going into the store today to ensure I don't miss out as it is just over 2 weeks ago since I handed my Note7 in and did the right thing!

Blog Author

Hey Hawkeye0788 - when your replacement phone arrives, the staff at the Optus store will be in touch to let you know which shouldn't be too far off. If you do give the store a buzz, they will also be able to give you an update on where you're at with the replacement.

Occasional Visitor
Occasional Visitor

Hey JustinB - Can you confirm whether we get to keep the J1 loaner phone? I was told by the lady at my local Optus store that I would have to return the loaner?

 

Thanks!

Member
Member

I have an almost identical problem as DayBlossom88, but I also had a letter from Sasung to take to an Optus store for a replacement phone. I did that on 27th Aug,on the 31st Aug I had a text to say my store would have a replacement whithin 48 hrs, the store then told me they would have to sorce a phone then soon after we had the recall. My BASC now comes up as invalid.

My worry is the store will not recieve a phone for me and won't be able to sorce one for a while

Blog Author

I can confirm @ttvtruong that you're able to keep the J1 loan phone 🙂

Blog Author

Hey @Rodsnote - I can confirm that replacements were not available for the Note 7 back in August so I'm not sure why you were advised of this sorry. We can definitely pass on feedback to the store who advised of this. Replacements are starting to arrive, so would be best to give them a call to see if they have an estimate on when yours will be arriving. 

Member
Member

Hey @JustinB, Think you should reread my post,I didn't say it was a replacement for battery issue it was a replacement for a faulty phone before the recall.

Blog Author

Ah - replacements for Note 7 phones had been delayed in general due to the battery issue. If you do get in touch with the store and provide the BASC number, they will be able to give you an update on what's happening.

Member
Member

I checked the status of my order via the BASC number i was provided and it said my order was completed yesterday the 21st.

And that means what exactly?

New Contributor
New Contributor

I reutned my phone back to Optus few weeks ago, got no SMS nor emails since, what's BASC number for?

New Contributor
New Contributor

What is a BASC number? I never received this. 

Member
Member

Yeah what is a BASC number we never received one either or SMS.. rang the store yesterday all we was told ..we ring ya when your phne turns up

Blog Author

It means that the phone shouldn't be too far off @MRMPW11

 

@cwh, @emm23a, @Seaeagles - a BASC number is a reference number that the stores generally provide when they've placed the order. If you don't have one of these, that's okay, they will be able to check on your order if you provide the mobile number. Stores will definitely be notifying customers when phones come in though 🙂

New Contributor
New Contributor

i have received text on tuesday saying optus store will contact me in 2 days. still havent got call from them yet.. when i am calling them since 9am today no one is picking up their up... i want to know how can i find out if i will be getting it today or not? i am busy after 12pm today... this is just frustating.. is there anyother way if i could find out ??? its a mcaurthur square store..

New Contributor
New Contributor

this is just crazy..  i just call them and told them what text says .. one of the representative told me that it will be in store by tomorrow or next week .. i explained to her that text said in 2days ... all she said was it was send out too quickly and handled prematurely.... not happy with optus and its communication :(((((((((((((((

Blog Author

Hey @sandeep26 - sorry for the miscommunication here. We are trying to get replacements out to customers as soon as we can so the store will notify you once it's arrived in.

Frequent Visitor
Frequent Visitor

@Nghi i have just been told by Samsung that "Samsung will be releasing the total number of Note 7 devices that Optus has sold to the customers."So how come Optus cannot then send out the stock to the stores. 

and in regards to customers who ordered online, why cant optus send their devices out like how they did on the intial order of their note 7.

Member
Member

I got the confirmation text on Tuesday saying I would be contacted within 2 days.

When I went into the store just now, they were completely unaware of the confirmation text. When the rep checked my BASC number, I was told that the replacement phone was still at Samsung and they had absolutely no idea when it will be delivered at all. I was given no additional information and it was a waste of time.

I am extremely disappointed about this. If Samsung has delivered the replacements, why isn't any available in stores or even a delivery date to the stores would be nice. If there's no intention of handing out the replacements on the 22nd, why sent out those confirmation text in the first place?

Occasional Contributor
Occasional Contributor

My store has no idea when they will be in either.

I never recieved a text with a no after handing in my phone either. I recieved an email though from samsung saying they will be available from the 21st in australia. Why is it that optus has no idea when we will get them. Its a very frustrating experience 

 

New Contributor
New Contributor

I recieved the text saying it had been completed and they will be in contact within 2 days. spoke to my store and they have no idea who sent the text and they claim they still havnt got the replacements. Spoke to samsung as well who said optus had recieved the replacements and we should expect them today or tomorrow yet optus saying no idea. So frustrating

Contributor
Contributor
Optus, i preordered my note a few months out from the end of my contract and have to pay out an extra 80 dollars a month for three months for the early cancellation, will i be credited some of that back considering this whole process?
Frequent Visitor
Frequent Visitor

So went into my closet optus store had a talk to find out my note 7 would come in mid october due to it being sellable stock. Why am I not under replaceable stock, I ordered the phone before the recall happened, and apparently it came in but it then had to be sent back because of the recall?

Blog Author

@Zaldyp, @AMHC, @Shar22, @matho94 - replacement stock has left our warehouse and will arrive in stores in 3-5 days. You do need to collect it from the store that you dropped your phone off at and they will let you know as soon as it's arrived. 

Occasional Visitor
Occasional Visitor

My BASC Status states that my claim has been completed and to contact the store.  I called the Store and they cannot tell me when they are getting stock in.  They stated likely another week.  All information I have seen is that replacement units should have been available from 21 Sep.  Allowing for a day or two for transit to the Optus Stores, it should be here by the weekend.  I am going on holidays from Sunday for 4 weeks.  Quite frustrating.  Whilst I acknowledge to great work from the moderators of this thread, it appears the communication from Optus to the stores and customers has been lacking.

New Member
New Member

Went into my Local store in North Sydney this morning and this is how it panned out.

 

Asked if i could replace my Note 7 - was told i need to return the device now and they would need to order in a new Note 7 that would come at some point in the future (no real eta on when that would be).

 

They advised best course of action was to go to Samsung directly, which was not great because Samsung directed me back to Optus.

 

The SMS recieved from Optus indicated stores would have stock and would be able to replace my phone on the spot.

 

Likewise the offcial statement indicates Optus would have stock in store from 22/09.

 

I dont want use of a loan phone, i simply want to swap out my defective unit for a new one - a really dissapointing experience as a customer.

Blog Author

Sorry for the delay @timbermaniac72 - if you've already sent your phone away, there may be a faster turn-around for the delivery than the 3-5 business days mentioned. If it does arrive any sooner, the staff at the store will be in touch to let you know.

 

@Customer 101 - whilst I completely get that this is an inconvenience being without your Note 7, you do need to send this off and you will receive the replacement back within 3-5 business days. Really sorry for any inconvenience that this may cause.

Frequent Visitor
Frequent Visitor

@JustinB So we had to drop our phone off prior to picking up the replacement phones? Some people where told by Optus to hold onto your note 7 until the replacement note 7 comes into stock. So does that mean people who haven't dropped their fone are at the back of the line when they had followed the instruction that was given to them in store?

Online Community Manager
Online Community Manager

@Zaldyp, I can't say with absolute certainty, had the store recorded the IMEI of your faulty device? Or were you simply told that an update will be sent through once replacement become available? Dan 

Frequent Visitor
Frequent Visitor

@Dan_C Was told to come back once replacement stock was available. Didnt take my imei number which was strange. So what i did was i went to Samsung and they took down my details. Now samsung is saying i need to contact the place where i got my phone which was an optus retailer to see if they have a replacement phone for me

Online Community Manager
Online Community Manager

Apologies for any miscommunication @Zaldyp. They really should of offered to send the handset through to our assessment centre. What you've been advised by Samsung is correct. You'd need to drop off the faulty handset to your local Optus retail store. The handset needs to be booked in and sent through to our warehouse. There's no queue per se, all customers are quoted a time frame of between 3-5 business days (from the day the handset was booked in). You'll receive an SMS once the replacement handset has been dispatched from our warehouse. It's then the responsibility of the store to let you know that the device is ready for collection. Dan 

 

*edit for spelling*

Contributor
Contributor
What a cluster**** this whole process has been. Has anyone heard from other companies and if anyone has received their replacement yet?
New Contributor
New Contributor

Walking past the Samsung shop in cannington last night I saw they were handing out note 7s

Online Community Manager
Online Community Manager

@Rockdad83, It's always difficult when we're forced to deal with the unexpected. We're more than happy to offer some guidance from our end. Dan 

New Contributor
New Contributor

I just got a call 5mins ago from Optus store where I hand in my phone, that my replcement unit is ready to collect, just bring the paper work I was given before and a photo ID.

 

*Store is Garden City QLD

New Contributor
New Contributor

Optus westfield parramatta just called me awhile ago to pick up my phone anytime. So happy about it. Hope everyone will have it too soon. 

Contributor
Contributor
You've done a great job Dan as I've mentioned before, all the moderators here have. It's just frustrating when most of us here are dealing with you guys, our optus store and Samsung, and all getting conflicting answers and solutions. Like the text I got yesterday said it will be here within two days, Samsung said my store has received my replacement and you guys are saying 3-5 days? I'm surprised everyone here online have remained so calm.
Online Community Manager
Online Community Manager

Glad to hear it @cwh @Junine, what you've been advised is spot on. You'd need to ensure that you have either your drivers license or equivalent form of photo ID. You'd also need to ensure that it's the account holder who comes to collect the new device. If you've received a temporary loan phone - you'd also need to bring this along 🙂 Dan 

Frequent Visitor
Frequent Visitor

@Dan_CSo now i have to wait 3-5business days more as i haven't even given my note 7 in as we speak and this is due to false information being provided. I was hoping to get my replacement note 7 when i hand in my old note 7. Why couldn't the store have been allocated the same amount of replacement stock that they have sold in the first place and once that stock comes in the customers could have brought in their note 7 for the replacement note 7 or return the loan phone for the replacement note 7. Let the customer have the choice. And if the customer doesn't want the new replacement stock, the store can use that once they are allowed to sell note 7 back to the public. 

Contributor
Contributor
Just rang my nowra optus store and they had recieved some note 7s but mine wasn't there, she did check to see where it was and it was on its way there and should definitely be there tomorrow.
Online Community Manager
Online Community Manager

Very much appreciated @Rockdad83, we're trying to make the best of a less than ideal situation. I can definitely understand where you're coming from and conflicting information doesn't make things any easier. We've been given a directive to quote a time frame of 3-5 business days. A turn around time of any less than what we've advised is a bonus. We're just trying to set the right expectation here (considering the shier number of devices/customers that have been impacted). Dan 

New Contributor
New Contributor

Just in case and make store staff's life much easier, I alwasy bring a print out copy of the lastest bill with me when I visit the store, this way they don't have to ask questions at alredy busy enviroment, they can just work off the bill to retrive your account info from CRM.

New Contributor
New Contributor

Just got my new note 7 boy the staff at Tuggeranong ACT shopfront are AWESOME and Kudos to them all for helping me get this sorted. Honestly I jumped with joy when I got the call today, I said to the customer rep "YAAAAAAAAAAAAY that's the best news I've had in my life time." 

Online Community Manager
Online Community Manager

Hey @Zaldyp, whilst we get where you're coming from - I can really only advise on the process as it stands today. I sincerely apologise for any misinformation relayed by our retail stores or any other department in which you'd received advise from. Dan 

Online Community Manager
Online Community Manager

@cwh, good advice 🙂 

Online Community Manager
Online Community Manager

@Danzemon, fantastic news! Great to hear they've been super helpful 🙂 

Frequent Visitor
Frequent Visitor

Happy for those who has received their Note 7..please any news its reaching Melbourne n when ...frustrating n more frustrating...please Any new?

Valued Contributor
Valued Contributor

Hey @Rvf1, the replacement stock has left our warehouse and will arrive to the stores within the next 3-5 days. The stores will touch base with customers directly once their replacement phone has arrived and is ready to be collected. 

New Contributor
New Contributor

Hi admin! can you please update the guys at Optus Bass hill? These guys just doesn't seem to know how to do costumer service.

 

First time I came to sort out the return of my note 7 was right after the recall has been anounced, they turned me away and said come back next week. So today I came back to hand in my note 7, (because you know life happens), they again turned me away and said come back later at maybe 5 pm because they don't know what to do and what the process will be.

 

Meanwhile, I've been calling them every week but they're always out of stock for a loan phone specifically the j1, because I didn't wish to be hassled with returning the s7 edge again. What an utter waste of time.  

 

So should I come again later and be turned away for the 3rd time, what to do next?

RetiredModerator
RetiredModerator

Hie @Robbiewan. I'll pass your feedback on to the Bass Hill store. In terms of the process, you can return your Note 7 to any store who can send it back to Samsung and request a replacement. There is a 3-5 business day turnaround for this. In terms of a loan phone, if the store doesn't have a J1 available then the offer of a returnable S7 edge is still available. Apologies for any confusion. 

New Contributor
New Contributor

Just recieved a call, My note7 is at the store whoo hoo. now to back up again to sd card and drive 70km to get it, lucky its late night shopping.

 

I would like to thank the mods here for all thier help, especially Hollie, my new hero. What a task you have had to face.

RetiredModerator
RetiredModerator

Glad we could help out Nigel Smiley Happy I'll pass your compliments on to 'Super Hollie'.

Occasional Visitor
Occasional Visitor

I have seen that stores have started to receive replacement Note 7's. Do we know if Doncaster Shoppingtown has received them yet?

Member
Member

Do we know if Greenhills have received the Note 7s yet

RetiredModerator
RetiredModerator

We don't have any store specific info here I'm afraid, you can call your latest store for updates and locate the store here. If you've handed in your Note 7 already they will SMS you when your new device is ready for collection.  

Frequent Visitor
Frequent Visitor
Hello, I ordered a Samsung on a Post-Paid plan online. I never received it because of the recall. Everytime I have tried to ask Optus staff how much longer before my phone is sent out, they just say they have heard no information from Samsung. I know this is wrong because I have asked everyday for the past week,even just 10 minutes ago, and now I am hearing that people are receiving theirs. I am really frustrated because its not that I don't want to wait. I just want to know when I will receive it. I can't ask my store because I ordered it online and every person I have asked using the livechat has just said they haven't heard anything from Samsung.
RetiredModerator
RetiredModerator

Hey @Keana. This sounds strange. The customers who are getting theirs now are the ones who handed them in and have been without. If you have your order number handy, can you PM it to me so we can check on the status? It may be that the order was cancelled and we may need to re-submit one when we have sufficient stock for general sale. 

Member
Member

Hey @Guy @Optus, I handed in my phone to my local Optus yesterday and wasn't provided a BASL or BAST number they just took the phone did a few things on the PCand handed me a J1 Mini, now they're saying some note 7's are in stock but not my one (is there a difference) and will call me back with the basl number which I'm assuming I need.

 

could you please update me with what's going on?

RetiredModerator
RetiredModerator

 

Hey @TheFazz. What you are after is the BASC number 🙂 PM us your mobile number, full name and DOB and I'll see if I can grab it for you. Guy