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Samsung Note 7 Update

Optus
Online Community Manager
Online Community Manager
10 750 134K

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
DayBlossom88
Member
Member

Why did @Rodsnote receive his replacement since his was put in before recall but I haven't??? That's unfair and something ain't done soon I might have to take legal action. Because this is unfair!

Scott_M
Valued Contributor
Valued Contributor

@DayBlossom88 What did the store tell you regarding your replacement?

DayBlossom88
Member
Member

If any Optus ppl forgotten mine was put in before recall as a software issues.  But someone else put theirs in like me before the recall but gets a replacement Note 7 already and I haven't??? 

 

If I don't get it soon expect legal action.

DayBlossom88
Member
Member

I was given 2 mixed messages on here.

 

Last Thursday - an Optus person on here rang Boomerang and confirmed mine would be at the store that day or Friday last week. 

 

Friday- Optus store told me they received Note 7s but mine wasn't there. I spoke to Optus person on here and the person contacted Boomerang and basically said mine won't come until after the recall ones are done as repairs are in hold.

 

But someone on here who putted their Note 7 in around sametime as me before recall for repair received theirs already! I am getting fed up with not knowing the real deal of whats happening and when I will get mine.

 

I'm legally blind and no one seems to be helping me fund the correct answer! If someone who has putted their Note 7 in for repair  before the recall got a new one already I should be too.

 

 

 

Ash25
Member
Member

Thanks to @Hollie and @Jax_K

I picked up my new Note7 on Saturday morning from the local store at Point Cook.  To my surprise I received a new Note 7 in Silver (rather than the black Note 7 I originally took due to their being no silver available at that time).

I truly appreciate whatever strings @Hollie and @Jax_K were able to pull to make this happen.  

I would also like to pass on my thanks to all of the staff i have dealt with at the Point Cook store.  They have been truly helpful.

Huge thanks go out to the mods on this blog for their patience, tolerance and willingness to provide clear and concise directions on the process that needs to be followed.  This has been a difficult process for many, but fortunately I have been quite lucky.  

Thanks once again from a happy Note 7 owner.

Cheers!

Ash25

fogsy
Frequent Visitor
Frequent Visitor

 I still haven't heard anything from the Optus Rundle Mall store and was never given a BASC number? Getting worried that the swap hasn't been recorded properly when I handed back my Note7 and took the loan J1mini almost 3 weeks ago now 😠😠😠

 

It's frustrating when you do the right thing but are stil disadvantaged!!

Optus_Community
Moderator
Moderator

Hi DayBlossom88, are you able to please PM me with your account information along with the store and rep you spoke to so I can look into this for you asap and get this sorted. Al

troyjones
Occasional Visitor
Occasional Visitor

Quick question, is it possible to exchange device at store without sending it away. I'm not happy with the process of temporary phone during interim turnaround. I am a busy person with little time on my hands, and setting up email, Google, Wi-Fi and other services and setting to two phones within a week is not  feasible in my current circumstances.

sdma
Occasional Visitor
Occasional Visitor

I'm looking for some clarification on my situation.  I returned my handset to my store on the 13/9 for replacement and recieved a J1 Mini temporary handset.  Only recieved my BASC number on 21/9 after being contacted by the store requesting I confirm that I am awaiting a replacement.  BASC status was updated 23/9 indicating claim complete and to contact store.  Contacted store this morning and store advised no handsets recieved and they would contact me when the handsets are available.  When I requested an ETA they were unable to confirm but would look into getting an update for me.  I have had to tolerate the lack of functionality in the J1 mini for a couple of weeks now, and with some of the feedback here I am starting to get concerned and loosing patience.  Can someone please provide an update/clarification?

DayBlossom88
Member
Member

@Optus_Community sent you a pm

EP
New Contributor
New Contributor
My experience with Optus has been pretty average.
On the 17th a suburban Brisbane store sales guy told me they had not heard from Optus head office when the change was to be.  I showed him the press release from Samsung/Optus for the 22nd. We agreed Optus should probably have better informed the stores.
On the 21st I rang the central city store twice - once in the morning, once in the afternoon - and both times told by two different floor people 'yes, you can bring your phone in tomorrow for the change over.' This was in contrast to the manager of the previous suburban store who went with 3 to 5 days. 
 I rolled up to the big city store at 9am to be told that they had only received 4 phones so far. Also,  that unlike most carriers and Samsung itself, Optus required the phones to be sent back to Samsung Australia and they would then send a phone to the Optus store. A process the asst manager - reading from an internal Samsung to optus blurb - would take 4 to 6 weeks. 
Thurs morning of the 22nd must have been tough for Optus stores because they then held a country wide phone conference with all the store managers in the country to get the message straight.  After this the city store asst manager was good enough to ring me back and went with the 3 to 5 days and reiterated that unlike most other carriers Optus required the handset to go back to Samsung to be 'checked'  before Samsung would release a replacement. 
It seems the message wasn't getting through though. On Sunday I dropped into the original suburban store to start the changeover process.  Upon my request for the Galaxy J1 as a keeper the sales  guy tells me that Samsung/Optus is no longer giving J1's  and hasn't for 2 weeks! (just one week previously the original more helpful sales guy at this store offered this option and we discussed it as we both have an interest in android - it is a pretty good phone and it is good of Samsung /Optus to offer the option) However this other guy offers that they only have an S7 as a loan phone. I explained I had no wish to sign a contract giving me the  responsibility of damages of an expensive phone without even a case/cover.   He goes on to tell me that his manager would be ok with an accidental scratch. With which I explained that if an issue came up before the Small Claims court it is what is written on the contract that counts - not what his manager is alleged to have said.  
Now it gets good. No paper work has been generated. No voices raised. He tells me he feels threatened because I am threatening to take him to Small Claims!...  and will call Security if I persist! Now at this point I have to point out I am a middle aged engineer who heads up a small staff of 12 in a middling private company. I don't have tatts, ear piercings, or ride a Harley. To put it simply I was bemused.  
Off I went to the next nearest Optus store - Chermside - where my faith returned. The sales assistant was pleasant and professional. I handed over the Note 7, received a Galaxy J1 for my trouble and am now waiting 3 to 5 days.   
 
The Optus handling of this changeover has been a good example of how not to do it.
Jun_Jin
New Contributor
New Contributor

Firstly, I had worst customer experience at Optus Strathfield, NSW on last Friday. The guy working there constantly sighed at me for the situation and said "Because of Samsung, I have to work more..." Which is not neccessary. His behavior was bad during the process (Aggressive keyboard typing, annoyed voice, sighs etc), seems like he really do not wish to do this for his customer who came for the recall. Took almost 1 hour to finish the process of recall and got my S7 Edge as a loan phone. I called them today to check if the replacement stock has arrived to the shop, and when I asked about it, they said "Just wait, we will call you." (Annoyed voice), "No it is not here yet, just wait." (More annoyed voice when I asked if he can check the system for the arrival. I was not going to post things like this to here, but their attitude is way too bad to customers, even Google review shows 1 star for their store. Feedback needs to be sent to them. At the end of conversation, I was told it will take 3 to 4 weeks to have my phone back.

ttvtruong
Occasional Visitor
Occasional Visitor

Hi Optus,

 

My optus store keeps telling me that I need to return my J1 mini that was given while waiting for my replacement Note 7 - but I believe I should be able to keep this right? Can you please contact the Mt. Ommaney Store, QLD to update them on the process please?

 

Thanks,

DayBlossom88
Member
Member

I was just checking my BASC Number  and now they deleted the 3rd line of 02/09/2016 its been approved store will be in contact within 48hrs. Now it only has been started by the store i gave it in to on 30/08/2016 and been received by the assessment centre on 02/09/2016.

 

 

What's happening to my order? Why was the last line deleted?

Tris
Moderator
Moderator

Were you advised that when you handed your in @MattW? First I've heard of replacement stock being exhausted, should be plenty. Have you tried touching base with the store? 

IBS
Contributor
Contributor

I may need some help here.

 

Samsung collected my Note 7 themselves and supplied me with a temp replacement S7.

I was told by them that they would collect the S7 and send me my replacement Note7.

They did this as I was sick and unable to go into an Optus store.

 

Now they have just informed me that they still will be collecting my S7

 

"Althea
It is going to be collected by Samsung authorised representative, you don"t have to bring it to store."

 

BUT

 

"Althea
I see.Please be advised that if the device was purchased on the retailer. it is also the retailer who is going to handle for the replacement.
14:10:05
Althea
It would be best to contact Optus first for the remedy and I am assure you that you will be provided with the Note 7 as soon as possible.
14:10:52"

 

How do I go about this since Optus have NO details of my returned Note 7.

 

If it helps and a Moderator wants to PM me so I can give them the full Samsung chat including a reference number.

 

 

 

Tris
Moderator
Moderator

Are you able to get into a store @IBS? They can access your account/hardware info via the account to organise your replacement 

IBS
Contributor
Contributor

At optus now. They cant help me

IBS
Contributor
Contributor

@Triss Optus store said that they cannot organise a replacement as they recieved no phone. Samsung said they cannot organise a replacement as it has to be done by the ISP. So what do i do?

TheFazz
Member
Member

@Optus just got off the live chat and while he was extremely helpful I am very dissapointed, I handed my phone in to the local optus store on the 21st @ 9am, next day on the forum I see I need a BASC number so I call the store back who had no clue.......I spoke to @Guy here who sorted it out and I ended up getting a BASC on the 22nd @ 10 pm

 

Today on chat (4th business day since the 21st) I speak on chat to to Jeff (amazing guy) who tells me : "In this case you will have to wait till the phone reaches the warehouse, then only you go for replacement.I am afraid you will not have any estimation time on this.. Once the phone phone reaches house I will ring you and you will get a confirmation SMS as well"

 

What happened to the 3-5 day estimation time? If I knew this was the case I would have taken the device straight to the warehouse, I shouldn't have to pay for someone else not following procedures properly. I don't even have a problem with waiting a few more days I just want to know when I can pick it up as this J1 mini has brought me back to my Nokia 6230i functionality.

Grizzle
Occasional Visitor
Occasional Visitor

Could you please explain why Telstra is letting customers get replacement phones without all of the unnecessary hassle, yet optus persists to make this as difficult and frustrating as humanly possible? 

 

Telstra will send a replacement phone to you, and arrange pick up of your old phone afterwards if required  http://tel.st/SamsungN7

 

I refuse to let my note 7 out of my posession until Optus starts handling the situation in a similar fashion.

 

I will be handing my phone in only when there is either:

A. an 'on the spot' changeover

B. I have a replacement unit prior to phone surrender

 

If other carriers can do this without problem, I find this a perfectly reasonable standing. If Optus fails to do so, I will simply choose to cancel the contract and move to Telstra. There is a very large number of others that share these same opinions. The negativity towards the handling of this situation by Optus and its staff continues to grow, I suggest Optus follows the example of other carriers. 

Seaeagles
Member
Member

Hubby just rang the optus store still no NOTE 7 that's nothing unusual .. we handed the NOTE 7 IN 3 WEEKS AGO TOMORROW n all this waiting is getting really frustrating all we where ring back tomorrow just to hear the same old story 

Seaeagles
Member
Member

"All we hear is ring back"

IBS
Contributor
Contributor

@Triss I have sorted the issue and Samsung themselves will be sending me my replacement on Wednesday or Thursday. 

 

A second question though. How do i go about getting refunded my months payment from Optus since Optus will have no record of my replacement?

JustinB
Blog Author

Hey @IBS - if you can send us a private message with your full name, mobile number and DOB, we'll be able to follow this up for you 🙂

Bichon
Frequent Visitor
Frequent Visitor

Can someone from Optus give me some advice? I am waiting for my Note & and currently using a loaner s7. I noticed a hairline scratch (only noticeable if you look closely at the screen). Will they reject my replacement? Worried I'm stuck with a $1200 phone I never wanted.

 

Thanks

Marcel
RetiredModerator
RetiredModerator

Hey Bichon, just to clarify are you referring to loan phone that you're currently using? If you are, then I would suggest bringing it to the attention of the store ASAP.

Bichon
Frequent Visitor
Frequent Visitor

@Marcel Thank you, I'll contact them tomorrow. Just annoying as I might be stuck with the S7..

Marcel
RetiredModerator
RetiredModerator

No worries Bichon. Keep us posted on how you get on. 

Shelley1964
Occasional Visitor
Occasional Visitor

@vicki0210 thanks for yoyr reply I knew about the 7 note but Emirates apparently wouldnt allow any samsung 7s on a school trip my son went on last week

Sesh
Frequent Visitor
Frequent Visitor
Sesh
Frequent Visitor
Frequent Visitor

I have not completely switched to note 7. Its looking good. But the link posted above makes me worried

Esther
RetiredModerator
RetiredModerator

Hey Sesh - appreciate your concerns. If you don't want to continue with the Note 7 you do have alternative options available to you. Please pop into your local store to discuss yours 🙂

nigelw
New Contributor
New Contributor

@Sesh

I have my replacement note 7 since Thursday. Pretty green battery indicator from software update, lets me know its a replacement and not an affected note 7.

I have no overheating issues at all, infact, driving from Woolongong to Grafton (10 hr drive), the note 7 was charging entire trip as it was used as music player via bluetooth, I was aslo running Torque app (connects to cars ecu via bluetooth to monitor performance and clear fault codes) It was used as sat nav through Sydney. Other apps open but only used when it was my turn to be passenger was email, facebook, weatherzone ( huge hailstorm as we went through Raymonds Terrace) nrma fuel finder, microsorft office and xero accountacy app. new note was flawless, without any heat issue.

Esther
RetiredModerator
RetiredModerator

Great to hear it's all working so well for you nigelw 🙂 Thanks for sharing! 

Note7boom
New Contributor
New Contributor

Same here, my old note 4 used to get quite hot with general use, I find both my  Note 7s (original and replacement) don't get hot at all, even with heavy use it stays cool. 

Esther
RetiredModerator
RetiredModerator

Fantastic to hear 🙂

Sesh
Frequent Visitor
Frequent Visitor

@nigelw

 

Thanks for the update. I have a replacement one. Currently I'm using it once in a while for browsing. Even I don't see any issue. In fact fingerprint sensor works very well compared to prev one.

 

I was browsing to keep myself updated. Then I found this issue.

 

Thanks once again.  It's nice to hear some good news 

mitch080
Occasional Visitor
Occasional Visitor

So my partner an i ordered the note 7 over the phone because the stores were sold out n was a 5 week wait ( over the phone or online orders were only 3 business days ) we ordered them on the 1/9 was told they were in stock n we would have them by the 5/9 then the note 7 got recalled. We never got a email or txt or phone call to tell us that optus can't send us the phones because of this. I went online an spoke to optus n asked to which they reluctantly told us they were recalled. I spoke to them again once i found out that the replacement ones were in Australia an they said once optus gets them they will post the 2 phones we ordered. Now there saying that we need to wait until they go back on sale before we get our phones?  How is thus fair for optus to string us along then tell us this?? Not very happy 

Aman_B
Moderator
Moderator

My sincere apologies @mitch080 for the inconvenience caused. Because of the recall there's a shortage of the stock but all our stores and online orders are getting fresh new stock. For the orders still waiting for a delivery you'll get a SMS once we've new e stock available from Samsung. 

 

franciskim
New Contributor
New Contributor

Could an Optus Official comment whether a walk-in replacement will be available in the near future? Without having to go to a replacement phone.

franciskim
New Contributor
New Contributor

*temporary replacement phone

TheFazz
Member
Member

Hopefully a moderator will actually respond to me this time. @Aman_B @Optus

 

After chhecking my BASC # I see it was received at the warehouse yesterday 5pm. I was told I'd get a call when that happened, didn't get a call. Called sales support today and she's telling me the turnaround is 5 days from when it is received at the warehouse and they're going to assess the phone!!!!!


I was advised 3-5 days from when I handed it to my local optus store and today is the 5th day can someone please sort this out for me. I'm really getting frustrated/

Aman_B
Moderator
Moderator

Hey @TheFazz, apologies for the delay in replying. With regards to Samsung Note7 replacements done at the stores , you'll be contacted by the store once they have received your warranty replacement handset. Have you checked this with the store where you gave your handset? 

TheFazz
Member
Member

@Aman_B All they ever tell me is we can't tell you when it's coming in and we'll call you back with an update which they never do, I don't mind the wait I just want an ETA to make the arrengments to go and pick it up, the less ambivolence there is the more docile you'll find customers but it's just we don't know what's happening as somewhere along the line we've been provided incorrect info and don't know where it's from.

 

So far I've gotten three responses :

- We don't know and don't have one (optus shop)

- 3-5 Days from when it's handed in (here and the website)

- 5 days from when the warehouse receives it (sales support team)

 

 

 

Aman_B
Moderator
Moderator

Totally uderstand your frustrations @TheFazz. I myself went to one of the stores in Melbourne for my Note 7  and they couldn't give me an ETA, now this is because the stocks are coming from Samsung. Since this is a recall and the stock allocations is a bit different as compared to our normal sales stock. The latest we have is that the delivery can take around 3- 5 business days but then again this can be delayed depending on the stock allocation. 

LadyFranW
Frequent Visitor
Frequent Visitor

I agree wholeheartedly @Grizzle 

I'm more than happy to return my phone when I have a replacement in hand. 

I am not, however, prepared to return my device in exchange for a loan phone. 

I understand that this may be a stock issue (why there isn't able to be 'direct swap' stock on hand I don't know), but if there is no stock, why can a replacement order not be made AND I hang on to my existing device until it is in store. Once it arrives, I'll hand over my phone, in exchange for the replacement. 

emm23a
New Contributor
New Contributor

Now that the replacement Note 7 devices are starting to roll in and be received by customers, can we finally have a definitive answer as to what sort of compensation we get regarding the handset repayment fees? The S7 Edge is actually a horrible phone to use and still not worth as much as the Note 7. 

Bichon
Frequent Visitor
Frequent Visitor

Hi Optus Mod's. My BASC tracking screen shows that Toll have closed the claim on the 23rd of September. Should the store have contacted me by now? I tried calling numerous times however they may be too busy to pick up.

Keen to get this phone sorted as I need to travel for work in a few days. I would rather install personal and work data on that phone.

 

Thank you and appreciate any follow up on your end.

 

 

Aman_B
Moderator
Moderator

Hi @LadyFranW - @emm23a @Bichon , yes you can hang on to your device but it will be much faster if you hand over the handset. We can also confirm that Note 7 customers will get a $50 gift card because  of the inconvenience caused, details here → https://yescrowd.optus.com.au/t5/Blog/Samsung-Note-7-Update/ba-p/173683. 

Note7boom
New Contributor
New Contributor

Just got my free gift card from samsung

nigelw
New Contributor
New Contributor

Same here, I converted it into a $50 Woolies gift card

Aman_B
Moderator
Moderator

Thanks for the update @nigelw and @Note7boom

emm23a
New Contributor
New Contributor

Thanks @Aman_B, didn't realise!

Seaeagles
Member
Member

I'm so angry right now I handed my NOTE 7 3 WEEKS AGO when they did the recall told them we wanted a replacement.. been ring up everyday thins week to see if my replacement note 7 has arrived ...rang not long ago n found out we weren't on there system.. got a phone call back saying fixed it all up this shouldn't have happened in the first place... now ive gotta wait for my phone grrrtt

mockid
Frequent Visitor
Frequent Visitor

I agree @Seaeagles. I've been continually calling the Karrinyup store where I handed my phone in 3 weeks ago and get a different response every day.  Some staff tell me, 3 to 5 days.  Some say don't know anything about it.  Some say 3 to 4 weeks.  The lack of communication is astounding for a communication company.

Richlyn
New Contributor
New Contributor

Samsung sent me a message..and I got $50 voucher 🙂

Richlyn
New Contributor
New Contributor

🙂

Seaeagles
Member
Member

I did the right thing by handing my Note 7 in as soon as the recall was announced n my local optus store today stuffed up big time around the 6th I handed my Note 7 in .. so everyday I've been ring up  all they say is sorry your note 7 hasn't turned up yet..than today at 5.00 i ring just to hear her say sorry your not in our system we'll ring you back sorry we fixed it up..so to me that's incompetent n unexceptable I have lost faith in optus this shouldn't have happened in the first place.. they ssid me note will turn up in 2 days if my note don't turn up in 2 days I'll be putting in a compaint I'm so ANGRY atm.. this is what happen when you don't do your job property 

Hollie
RetiredModerator
RetiredModerator

Hey Guys - all stores should be contacting you once the phones are available to be collected. We really do appreciate your patience with this.

Seaeagles
Member
Member

Hey Hollie.. I put my note 7 in 3 weeks ago n found out today that they didn't put me in the system for my replacement handset unexceptable how can they just make a big mistake like that.. I should've already had my phone thanks to my local optus store.. Ive spoke someone on live chat who was really nice n going to find out how they made a big mistake n make sure they don't do this to some else.. that should've had happen in the first place.. They say I'll get my replacement phone in 2 days but we know it takes 3 to 5 business days for the phone to get delivered to the store 

Hollie
RetiredModerator
RetiredModerator

Honestly I really don't know and I really do apologise @Seaeagles 😞 I'm unable to chase this up given the time of night but if you can PM me your full name, mobile number and the store you sent it to we can definitely pass this feedback on to the area manager and see what we can do to get this escalated.

emm23a
New Contributor
New Contributor

Once again, exceptional service from the Griffith NSW store. After receiving a text to say my phone was in stock I gave them a call to let them know I was keen to receive it as soon as I could. They were more than happy to give my replacement Note 7 to my parents to bring to me in hospital in Sydney this weekend and let them return my loan S7 Edge when they return to Griffith next week after visiting me. Benefit of living in the country is the great community spirit and customer service! Can not fault them at all! ☺

Note7boom
New Contributor
New Contributor

Now that sounds like a store that knows how to treat customers @emm23a

Hollie
RetiredModerator
RetiredModerator

Thanks for the feedback @emm23a - it's really great to hear that they were able to help you out and get this sorted 🙂 

DayBlossom88
Member
Member

 Received my Note 7 replacement today was in and out of the store within 5 minutes.

 

Thank you @Optus_Community @JustinB @Mike-N for all your help for the confusion and getting my phone sorted.

Marie
Moderator
Moderator

Awesome! So glad to hear that DayBlossom88 🙂 I'll pass your thanks on to the team.

 

Shout out if we can give you a hand with anything else.

 

Cheers 

Seaeagles
Member
Member

I spoke to really nice guy last night he put his supervisor on so I can make a complaint.. my local optus store said yesterday that my phone will be in tomorrow check my BASC NUMBER  it wasn't been except yet all it says is "Your device has been received at the assessment centre. 28/09/2016 11:43:45 AM TOLL Customised Solutions"  so I can't see my phone turning up tomorrow but i know it takes 3  to 5 business days to turn up.. still can't believe I handed my Note in on the 6th of September n they didn't put it in there sytem until yesterday just unexceptable lost faith in optus 

Marie
Moderator
Moderator

Oh no! That's disappointing to hear Seaeagles 😞 They certainly should have processed the BASC some time back. Is it possible they have expedited a replacement phone using your BASC number. You're welcome to PM me your mobile number, full name and date of birth and I can take a look at the notes on your account to see what's going on - Marie 

iOnicAU
Member
Member

Has anyone actually had a clear response from Optus regarding a credit in the invoice? I don't think it's fair to pay for a phone we didn't have the use of for most of a month (longer for some?)

Seaeagles
Member
Member

Thanks Marie Message sent 

rockytimes
Frequent Visitor
Frequent Visitor

Hi Marie/optus

 

I sent you a PM, I returned my phone over 3 weeks ago and just wanted to get a BASC number and some info on how i can use this to track the replacement process? I have been advised mid october which is getting pretty long in the tooth wen sept 21 was the publicised date.

Bichon
Frequent Visitor
Frequent Visitor

Just read what Rockytimes has posted. THIS IS TERRIBLE!! I am just going to cancel my optus contact if I don't get this sorted by Friday. I see my BASC tracking number shows TOLL as closing my claim as "Completed" on the 23rd howover the store hasn't botthered to get back to me. I call the Sydney Westfield Store every day however no one picks up and there is no voicemail. I don't fancy travelling an hour round trip just to "check" if my phone is ready.

 

I run my business on the go from my phone and I am hesitant to use internet banking and work emails on a loan phone. This may be dismissed as a vent/whinge by Optus however affects by livelihood.

IBS
Contributor
Contributor

Hi. I sent a pm as requested by JustinB back on Monday. It's Thursday night now with no response. Is there a problem?

Bichon
Frequent Visitor
Frequent Visitor

The "safe" phones are reportedly overheating and exploding.

http://www.telegraph.co.uk/technology/2016/09/28/samsungs-new-safe-galaxy-note-7s-are-overheating-an...

 

I no longer want this phone as it exposes my child to an unnesscary risk.

*** Optus MODS***  Am able to cancel my current replacement and take up another phone?

 

Thank you

Alex_H
RetiredModerator
RetiredModerator

Hey @iOnicAU - were you still needing assistance with this? Definitely get your concern, have you received your replacement handset yet? 

Alex_H
RetiredModerator
RetiredModerator

Hey @Bichon - really sorry for the experience 😞 It's definitely not acceptable if the store isn't answering their phones, happy to chase it up for you as to it's whereabouts, can you please send me a PM with your mobile number, BASC ref #, full name and DOB? 

iOnicAU
Member
Member

@Alex_H Yes I got my new Note7 this week. I powered down my previous Note7 the day the recall was announced.

 

Sidenote: My new Note7 gets worryingly warm sometimes and has frozen a few times during use. Didn't have a single issue with my original Note7 so go figure. The other day it got so hot I had to power it down out of fear of it exploding. This is my 7th Galaxy phone and my 4th Note and I've never seen so many issues until now. I suspect we haven't seen the end of this saga.

CDM87
New Contributor
New Contributor

Handed in my NOTE 7 on Sept 23 and picked up my new phone on Sept 28.... Great service Optus! Thanks! Now I just have to wait to get the gift card!! Smiley Very Happy

Note7boom
New Contributor
New Contributor

@Bichon the phone shown in that story shows his packaging, and it isn't a new phones as the new ones have a big "S"  sticker on the end. 

Bichon
Frequent Visitor
Frequent Visitor

@noteboom

thats great to hear, hopefully I can get the replacement and move on from this saga 🙂

franciskim
New Contributor
New Contributor

The lady at Optus Melbourne Central who helped me initiate the recall process (phone drop off) has been very straightforward - so I get my BASC number after this process, and was advised it will take around 5 working days. Hats off to her for top customer service, she really knew her stuff, and was very pleasant to deal with - I wish I knew the name of this Asian lady.

 

Anyway, I got an SMS update yesterday from Optus that my claim has been completed and the dealer will be in contact with me within 2 business days for the collection of my device - so I give Melbourne Central a call, just to see if I'd be able to pick it up before the long weekend.

 

A guy called Calvin picks up the phone - he seems to have no idea what a BASC code means, I would have assumed you only get this after you drop the phone off. First thing I told him is that I received my BASC number then an update saying that the claim is completed, so I'm just calling up to see if the collection will be avilable today. As soon as I say that, he asks 'so have you dropped off your Note 7 yet?'. I was shocked. He pick on the point that I did not hand in my phone right at the start of the recall and therefore it may take up to 3 weeks, and goes on to explain shipment processes from Samsung Korea to Sydney to Melbourne etc.

 

Samsung's site clearly state: "Yes, during September we will have enough new Note 7 devices to meet the demands of all impacted Note7 customers. We will not be selling any new Note7s to new customers during this time. We anticipate that sales of Note7 to new customers in Australia will commence in early October." and no other official recall statements state 3 weeks. 5 working days is the officially stated 'standard turnaround' time.

 

When I make a point that no other sources a 3 week turnaround for this Note 7 recall, he goes on to say that he's been doing this for 6 years trying to reassure me that he 'knows his stuff', and tells me to check online for this information! 😦

 

My point at the end of the day is that, this was a very unpleasant call. This guy's just trying to prove himself right, while I'm just trying to get an understanding of the discrepancy in the information I've gathered, via a guy that seems to have little knowledge of what is going on.

 

Ultimately I'm rasising a point that staff like Calvin destroys the customer service efforts and trust built up by the other knowledgeable and friendly staff at Optus. Not trying to single him out - the blonde lady at the counter at Chadstone last Friday on the 23rd also displayed pretty bad customer service (hanging up a customer calling in, not giving me a chance to respond to her question and making me wait an hour for nothing). Chadstone on a Friday night seem either understaffed and/or very inefficient compared to Melbourne Central but anyway that is the end of my rant.

 

Bippity
Occasional Visitor
Occasional Visitor

I've been trying to get a replacement Note since the 21st. When returning the phone for a refund (weeks earlier) initially I told the staff member I was wanting to get a new one, but due to the extra fees from an early recontract, the best option for me was the refund. At no point were we told that there would subsequently be a delay in getting a replacement. The last time I went in to the Marion store I was told I'd not be able to get one until the re-release in October. 

The Samsung recall site states: 

What if I have already received a refund for my Note7, can I have one of the new Note7s?
Yes, if you have already received a refund for your Note7 you can purchase a new Note7 during the month of September once replacement stock is available (and thereafter once sales to new customers start in early October). Your original place of purchase will reach out to you, once replacement Note7 stock is available to purchase. You will need to establish that you previously had one of the affected Note7s to purchase a new Note7 in September."

 

Obviously I completely understand that those with loan phones ought to get preferential treatment, I just wish I'd known when returning it originally. I'm wondering if I'll actually be able to get one sooner rather than later. I'm intending to recontract but the team at Marion seem to be operating under the assumption that I'll have to wait till rerelease.

mitch080
Occasional Visitor
Occasional Visitor

So i ordered 2 x note 7's an was told they would be delivered by 4th of September... obviously with the recall that didn't go to plan.. was told to keep waiting... i spoke to the online team last week and was told that they will be delivered by 29/9 an yet nothing. Spoke to online again and now i been told they will be delivered by 7/10. Every time i ask where they are it gets longer an longer. It will be nearly 6 weeks i've waited for  them!!

Vince34
Occasional Visitor
Occasional Visitor

I had the same bad experience with optus store staff. Just a day after the recall I  tried returning the phone to Mc Arthur square, NSW store. The staff was completely unaware of the recall and turned me away. Then I went to Liverpool, NSW store they were aware of the recall but told me to come back some other day because their manager had a day off and nobody else had the access to organise the replacement. They even advised me to keep using the handset as there were only few unconfirmed reports nothing serious. After couple of days I managed to return the phone to Liverpool store but they had ran out of the loan phones. So they asked me to either go for refund I. E cancel the contract and go back on original plan as it was an upgrade or get a replacement. 

When I asked how long would it take to get the replacement galaxy note 7 I was told it would be a minimum 1 month. They advised I should try I phone 7 plus if I didn't want to wait months . I went to get the i phone 7 plus the first thing on 16th sept only to be told it was out of stock but would  arriving later during thate day or latest by next day. I went there next day to be told different things bla bla.. Ever since returning the original galaxy note and numerous trips to different stores, calls to optus  I'm stil without my ownphone n typing this on a burrowed galaxy s4 from my cousin. 

Problem is optus, Vodafone n telstra are all same 

Alex_H
RetiredModerator
RetiredModerator

@iOnicAU - oh dear! totally get your concern, have you gone in-store to let them know about the handset warming up at all? 

Alex_H
RetiredModerator
RetiredModerator

@franciskim - I'm so sorry about this 😞 Definitely not the in-store experience that we want you to have at all 😞 

I'll definitely be passing this feedback onto the store as well, it's so disappointing to hear that this even happened. 

rockytimes
Frequent Visitor
Frequent Visitor

would an official from optus please respond to my request for my BASC, the level of dysfunction in this whole process is more than a little bit frustrating

Alex_H
RetiredModerator
RetiredModerator

Hey @rockytimes - so sorry! I've just replied 🙂 

Anexias
Member
Member

Hi,

I handed in my note on the 22nd, it's been over 5 working days and I live in a metropolitan area, I tried calling the store but it keeps hanging up on me. Should I just keep being patient? Or should I keep trying to pester the store to no avail?

Dan_C
Online Community Manager
Online Community Manager

Hey @Anexias, had we sent across an SMS advising that the replacement device has been shipped from our warehouse? If so, I'd imagine the handset really shouldn't be to far off.  Once the store receives the days delivery - they should call to confirm the device is ready for collection. I'm a bit concerned that they're hanging up on you? Is this after you'd requested for an update? Dan 

Anexias
Member
Member

@Dan_C hi! No I haven't received an sms but my basc says my claim is completed and it's been 5 days since that, 6 since I handed in my phone. The phone hangs up after a short bit of music, I never get to talk to anyone. I don't think they're doing it on purpose haha.

Dan_C
Online Community Manager
Online Community Manager

Ah, good to know @Anexias, if that's the update that's coming through then I'm confident you'll receive an SMS notification shortly. I'd even be happy to check out the progress from my end. We'd just need you to send through a PM. Include your full name, DOB and mobile number. Happy to give you a bit of peace mind 🙂 Dan 

Anexias
Member
Member

Thankyou @Dan_C I've sent you a pm! 

Dan_C
Online Community Manager
Online Community Manager

We've just responded 🙂 I'm going to make a quick call to the store now. I'll respond back via PM. Dan 

mockid
Frequent Visitor
Frequent Visitor

I recently changed my phone contract with Optus, from an iPhone 6 plus to a Samsung Galaxy Note 7.  I received the new phone on 19 August, 2016 and was very happy with my new phone.  It was my first Android phone, but as I am a web and App developer, it didn’t take me too long to get used to new the new architecture.  Unfortunately the Note 7 was recalled by Samsung on 2 September, 2016.  I was told by Samsung to backup the phone and take it back to my place of purchase, as the phones had a tendency to catch on fire and explode.  I tried to speak to your online chat people, but was given stock almost automated response saying they had no information on the topic.  There was a small notice on your website about the recall, but I waited a few days to get word from Optus directly of where to take it.  I had heard nothing by Tuesday 6 September, so I headed to the Innaloo branch during my lunch break.  And that is where my Dramas begin.

 

Before I start please let me say that every staff member I have spoken to is extremely polite, but most of them are clueless.  At Innaloo branch I told your service agent that I had a Note 7 and that it had been recalled.  She looked blankly at me for a few seconds before stating she knew nothing of the recall.  She would have to call her manager, who was not in the store that day, and would not be back until Thursday.  She spoke to the manager for a few minutes and then stated that she could take the phone and her manager would action it on Thursday when she got back.  I would also need to return the box and all of the peripherals that came with the phone.  I told her that this was the opposite of what Samsung had told everybody to do, but I was told that there was nothing she could do without the complete packaging.  I stood outside the store at this point and called the Optus helpline, asking for more information.  After a few minutes with a very helpful representative, she asked to speak to the service agent that I spoke to and she would assist her.  They spoke for a few minutes more, and then she called her manager for more information, and then passed the manager onto me.  Her manager stated that as she was out of the office for the next few days that I should come back on Thursday, or if I deemed the phone dangerous ( I did ), that I should go to the local Karrinyup store.  I left, feeling like I had less information than when I walked into the Innaloo store.  

 

After work that day I headed to the Karrinyup store and was served by Shane, the only helpful person in this whole drama.  I told him about the recall, which he knew about already and then informed him that the staff at Innaloo had suggested I go there for assistance.  He told me the options I had with the phone, and I decided to replace it, and use a loan phone in the meantime, the Samsung J1 mini.  He sorted me out with the loan phone and apologised for my Innaloo experience, saying that he was the area manager and that this should never have happened.  I walked out there the Karrinyup store happy that the issue was being sorted.

 

I received an email on the 8 September, 2016 stating I should take my phone to the local store.  Information two days too late.

 

New replacement Note 7 phones have been distributed through Optus since 22 September.  On the afternoon of the 22nd I rang the Karrinyup store and was told they hadn’t received them, and it would take 3 to 5 days, but it was a guess.  I rang on the 23rd where I was told it would take 3 to 4 weeks.  I rang on the 26th and was told there had been no stock.  I rang on the 27th and was told that the stock had been trickling in but there was no sign of my phone.  As I was the first one to hand my phone in at that store I was concerned by this information.  On the morning of the 28th I spoke to the store manager and was told that he had discovered there had been a shipping error with my and other customers recalled phones, and that my original phone had been sitting in a TOLL warehouse for the last 3 weeks.  He apologised and said that I would have it by the end of the week.

 

Today I called the Karrinyup store and asked of the progress.  Again I was told that there was no manager there today so there was nobody that had any information about my replacement phone.  It was at this point where I lost my calm demeanor and requested that I get a call from either the store manager or Shane, the Area manager by the end of today.  She told me that would happen and I ended the call.  She called me back 15 minutes later and stated that Rob, the manager would not be calling me today, but he would call me tomorrow, and that she was not prepared to pass my phone number onto Shane.  I asked why my message couldn’t be forwarded onto Shane and was told that she didn’t feel comfortable doing that.  I informed her that I had never seen such ineptitude ever in the service industry, and that I expected a phone call from Rob as soon as he got in Saturday morning, or I would be contacting the Telecommunication Industry Ombudsman.

 

To summarise, I have encountered the following problems:

  1. Ill prepared online chat staff.
  2. The inability of lower staff members to function satisfactorily without a manager.
  3. Staff that don’t follow up on their deliveries.
  4. Staff that make up information, rather than researching a correct answer.
  5. No follow up to known issues.
  6. Staff not willing to help for fear of getting in trouble.


I realise that this recall is not an everyday event, and so may be a bit more difficult to deal with than some issues.  However, I don’t believe that excuses the lack of knowledge of products and  procedures, or the ability for staff to function without a person in charge.  I have gone from being a man who happily referred customers and friends to Optus, to a man contemplating leaving for a more helpful company.

Dan_C
Online Community Manager
Online Community Manager

Hey @mockid, thanks for taking the time to provide us with some feedback today. After reading through your post - I'm honestly a little taken back by the experience you've had. The store clearly could of managed this all much more effectively - there's a clear miscommunication issue and this is something that will definitely need to be fed back.

 

We do rely on our store managers to relay the correct information to ensure our staff are equip to handle these sort of enquiries - especially given the large impact it's hard on both the business and our customers. Our staff members also have access to a dedicated communication portal that's updated daily with current information and process changes. Are you able to send us through a private message? We'd need your full name, DOB and mobile number. We'd be happy to check on the progress of your Note 7 replacement device. Dan 

Bippity
Occasional Visitor
Occasional Visitor

It's funny you should be "taken back" by people not communicating when right here peoples messages go unanswered. Why whouldn't that failure to communicate be company wide?

Teenld
New Contributor
New Contributor

I would just like to say I am so happy with the way the whole change over of phones has happened. I took in my wonderful Note 7 and picked up my s7 edge loan phone. The staff at Lismore square where all to happy to help me with the galaxy switch to transfer all my setting and pics and stuff. My new note 7 took hardly any time at all to come. I picked it up and again was helped to set up my new phone. 

Disaster struck when i found my phone in my bag today as hot hell and not even plugged into anything. You could feel the heat off it about a foot away from my handbag. It had drained from 100% battery to 2% in just a few hours and it was not in use. It was too hot to touch and only took another few seconds to shut down completely. I hope this doesn't mean continued problems for the note 7 as it's a beast of phone. 

Phone went back to optus in Lismore Square today and again the staff were fantastic. Even staying after the store closed for me so we could do the change over. 

Thanks Kat and the rest of the team at Lismore Square. Definitely a big thumbs up. ☺

 

Hannah-L
RetiredModerator
RetiredModerator

Hey @TeenID! Thanks for taking the time to provide us with your feedback. I've passed these comments along to the Store Manager at Lismore Square to ensure the team members involved are recognised for their efforts. 🙂