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Samsung Note 7 Update

Optus
Online Community Manager
Online Community Manager
10 750 139K

Updated 10th October 2016

We've provided a updated via this new blog. Please refer to this for all further updates and to ask any questions you may have

 

Updated 27th September 2016 – Samsung Gift Redemption

 

Samsung will be offering customers who have swapped their faulty Note7 devices for new Note7s a thank you gift in the form of a $50 Myer, Woolworths, Hoyts or Netflix voucher for their ongoing support throughout the recall process.

 

This offer will be communicated by Samsung via a push service notification and will be available only from the MySamsung App for customers using a Samsung Account.

 

For Optus customers who have not returned their faulty Galaxy Note7s to Optus and would like a new Note7: Customers should visit their local Optus store as soon as possible to initiate the swap process. The $50 voucher from Samsung will be made available to customers once the swap process has been completed and the new Note7 device has been activated, subject to the Samsung promotion end date (below).

 

Samsung’s offer ends 23rd Oct 11:59PM.

 

For Samsung terms and conditions, please click here 

 

For further support, please contact the Samsung Promo Customer Service Team support@promotions-samsung.com

 

Updated 22nd September 2016 – Stock Delivery Update

 

If you have already returned your faulty Galaxy Note7 to us and are waiting for a new replacement Note7

We expect stock to start arriving in stores after 22 September (although this is subject to the location of the Optus retail stores). Stores will be contacting customers directly to advise them when their new Note7 is available to pick up in store.

 

If you haven’t yet returned your faulty Galaxy Note7 to us and would like a new Note7

Customers should visit their local Optus store as soon as possible to initiate the swap process. The estimated turnaround time is 3-5 business days for you to get a replacement Galaxy Note7. While you wait, customers can take up a temporary loan phone (if available), or use your own temporary device.

 

Updated 20th September 2016 - Galaxy Note7 Software Update from September 21

Samsung Australia has announced a software update for all Galaxy Note7 users in Australia. This software update will help users identify whether their Galaxy Note7 is an affected smartphone that should be replaced immediately, or a replacement model that is safe to use. 

 

For more information, please click here

 

Important Information for Galaxy Note7 Owners

Samsung Electronics Australia is taking the voluntary step to recall all Galaxy Note7 smartphones in Australia. Samsung Electronics Australia advises all customers who use a Galaxy Note7 smartphone to immediately power down their device, return it to its place of purchase and to use an alternative device until a remedy can be provided.

 

What you need to do

Optus customers should visit their local Optus store to discuss their immediate remedy options which will include (where available) a temporary replacement phone until the new Galaxy Note7 replacement becomes available. Customers who do not wish to wait for a replacement Note7 can get a refund of handset repayment charges, or change to another phone on a new plan, without incurring cancellations fees.

 

Where can I get more information

For Samsung’s full media statement and FAQ, please click here.

 

We’ll be in touch with our affected customers directly to assist with resolving the issue and also provide regular updates here.

749 Comments
Shauna
RetiredModerator
RetiredModerator

Hi @vicky0210 - Not too sure of the ETA at this stage 😞 My best advise at this stage would be to keep an on our website/Samsung's website for further updates. 

Zaldyp
Frequent Visitor
Frequent Visitor

HI i was just wondering how do we get the discount on our plans and also do we get a gift card from samsung?

Aman_B
Moderator
Moderator

Hey @Zaldyp, yes all the Note 7 customers who were impacted by the recall will get the gift voucher from Samsung. Did you get the handset swapped because of the recall and could you please give some more details on the discount? 

Zaldyp
Frequent Visitor
Frequent Visitor

@Aman_B how do we get the voucher from Samsung? I have already swapped and received my replacement note 7 but haven't received a gift voucher and it has been a week since i received my replacement note 7.

In regards to discount, isn't optus supposedly providing their customers with a discount on their bill or taken off phone repayments from the cost on their bill?

Aman_B
Moderator
Moderator

Could you please download the My Samsung App from Play store, you'll be able to claim the voucher there. With regards to the discount did you discuss that at the Optus store? Aman 

nathanwl
Visitor
Visitor

Received a phone call from Samsung Highpoint this morning stating that they will be resuming sales for the note 7 tomorrow. According to the lady on the phone, Samsung only does phone contracts for Telstra and Vodafone within the Samsung store itself - so i was advised to ask Optus if I wanted to sign up with Optus.

 

So my question is: are you guys going to resume note 7 sales tomorrow?

 

mitch080
Occasional Visitor
Occasional Visitor

Id like to actually receive my 2 bloody phones!!! Im so sick n tired of optus customer service!!! If i dont have my phones by the end of this week optus can stick it where the sun don't shine an ill be going to another provider!!!! I have been screwed over so much over these phones! !!! Why do people promise something if it cant be delivered!!! 

Sesh
Frequent Visitor
Frequent Visitor

@Note7boom  even im scared with latest news. Samsung should just recall . Hope optus comes up with un conditional swap policy. Other operators in US have tbis policy. Not sure what to do

darrellc4
New Contributor
New Contributor

Is it still possible to either cancel my contract with Optus or change to a different phone at this point in time? I've yet to receive my Note 7 despite having pre-ordered it all the way back in August (17th August to be exact) so..I've been waiting for 2 months and paid 2 months worth of bills with the handset payment despite not having received the phone yet. At the very least, am I eligible for a credit on my account worth the handset payment for the past two months? 

nigelw
New Contributor
New Contributor

I am worried about the news of a new issue note 7 catching on fire. Worried they will recall and cancel making the note 7, leaving me with a choice of ignoring the recall or trying to find a suitable replacement (which there isnt anything remotely close)

Jax_K
Valued Contributor
Valued Contributor

@darrellc4, this is a really long time to be waiting 😞 Can you please send through a PM with your full name, mobile number and date of birth so we can follow this up for you? 

Note7boom
New Contributor
New Contributor

@Sesh problem for me is I love the note 7,best phone I've ever owned and I've owned a lot of different phones, there isn't anything else available that compares, once you are used to having the s pen its hard to be happy without one. 

darrellc4
New Contributor
New Contributor

 Hi @Jax_K, I've sent you a PM already! Thank you so much for offering to follow up on my pre-order. I've been highly frustrated at the delay particularly since I ordered the Note 7 to replace my current problematic phone and I appreciate any help you could offer. 

ghevey
Frequent Visitor
Frequent Visitor

Hi @Jax_K my partner and I are in the same boat. We preordered the note 7 and still haven't heard bok about what is going on. Any chance you can follow up?

Jax_K
Valued Contributor
Valued Contributor

@ghevey, can certainly look into this with you. Please send through a PM with your full name, mobile or account number and date of birth and we'll take a look. 

Sesh
Frequent Visitor
Frequent Visitor

Another went on flames in taiwan.

 http://www.forbes.com/sites/bensin/2016/10/08/another-safe-note-7-has-burst-into-flames-samsungs-not...

 

@Optus any way we can get rid of this phone. US carriers are accepting  un conditional replacement.  And At&T is not selling note 7.

 

Can we have that option?

Guy
RetiredModerator
RetiredModerator

Sesh, have you returned your Note 7 handset? Or are you currently using the existing one?

Sesh
Frequent Visitor
Frequent Visitor

@Guy @Optus i have a safe note 7 . Wish to return in exchange with any phone. Tired of this.  

Can you please help us.

 

Guy
RetiredModerator
RetiredModerator

At this stage as you have a safe Note 7 any returns or exchanges would be subject to the normal fees. If you have any concerns about your specific device then you are welcome to return it to the store to be assessed. 

Sesh
Frequent Visitor
Frequent Visitor

@Guy @Optus@Yeah I guessed the same. Request optus to come up with a policy. This good will help each other.

 

Sprint verizon in US are accepting returns. 

Guy
RetiredModerator
RetiredModerator

I'll certainly pass your feedback on Sesh 🙂 Guy

Sesh
Frequent Visitor
Frequent Visitor

Thanks @Guy . This time explosion is not while charging thats the most worrying factor. Kids around we cant take risk. I might switchoff this phone soon. In worst case i will wait for 1 yr completion and trade up this ....

 

Teenld
New Contributor
New Contributor

I had this  problem with my NEW SAFE  note 7 last weekend.

It was in my locker at work. I went to get it on a break and the heat could be felt as soon as i opened the locker.  The phone was able to be picked up by the case but was way too hot to touch the screen. It had gone from 100% battery to 2% info a couple of hours. The phone shut down on its own within seconds of picking it up. It did cool down again and there was no fire or smoke though. I took it back to my optus store that afternoon and received my new new note 7 yesterday. Now I'm wondering if I should have just gotten an iphone 7 they first time i took my Note in. When I took it in the second time a different phone was not an option because it was a fault and not part of the note 7 recall offers. What if it happens again, where do I stand? Where do any of us stand? Are we stuck with potentially dangerous phones that won't be allowed on any planes  until Samsung admits there is still a problem?

Sesh
Frequent Visitor
Frequent Visitor

@Teenld

I think Samsung has no option but to recall. 3 incidents with safe 7 is not going good. That too an incident in plane. In US you can get rid of it as of now. Hope other countries including Australia wakes up b4 a big disaster and gives customers an option to get rid of it

ohana
Occasional Visitor
Occasional Visitor

I recieved the note 7 on the 1st spetember, the the whole recall happened, so returned to the optus store on the 8th September as advised by samsung, I am still waiting for the replacement and have not heard anything as yet. I've read here quite a few have received their replacement, should I still be waiting? I've paid 2 months on a phone i'm not using.. 

Hollie
RetiredModerator
RetiredModerator

Hey @ohana - have you tried contacting the store you returned it to?  If you have and haven't been provided with any info I'm more than happy to follow this up if you can PM me through the store you went to as well as your full name, DOB and the mobile number attached to the phone.

WhoIsAtlas
Contributor
Contributor

If it becomes an issue then I'm sure they'll do another recall or return options like they did last time. There always seems to be a general mass hysteria when this sort of thing happens!!!!  A few smokin' iPhones and people don't go nuts! If they find there is another problem they'll recall it.....before that....they won't.....simple.

jayleeau
Frequent Visitor
Frequent Visitor

Is Optus planning to do anything like AT&T?

They are discontinuing sales and letting customers switch to any phone they want even if they have a "SAFE replacement Note 7"

 

Now that the below is happening :

http://www.sammobile.com/2016/10/09/another-safe-galaxy-note-7-has-exploded-this-morning/

IBS
Contributor
Contributor

Just a note. Apple have also had 1 iphone explode and 1 catch fire in the past week. So switching to Apple may not solve everyones problems. 

 

Im still waiting for my replacement note 7. Samsung sent it to nsw instead of vic, lol.

darrellc4
New Contributor
New Contributor

The replacement Note 7s might be delayed yet again. Just a heads-up for people who're waiting on replacements

 

http://www.gizmodo.com.au/2016/10/replacement-samsung-galaxy-note7-shipments-to-australia-on-hold-re...

 

 

Sesh
Frequent Visitor
Frequent Visitor

@Optus 

Samsung has stopped production of note 7. Time to awake. Google note 7 and safe 7. You get more news

One website has issued statement requesting all to switchoff.

Check theage.com.au . It has this breaking news

 

@Optus b4 something disaster happens pls stepin. At&t and Verizon have stepped in. Its ur time

jayleeau
Frequent Visitor
Frequent Visitor

agree with @Sesh.

 

@Optus, while you are at it, can you get the Pixel XL from google as well?

If my note 7 keeps exploding, that would be the phone i would want 🙂

Note7boom
New Contributor
New Contributor

Google pixel phone is exclusive to telstra, optus won't be getting it. 

jayleeau
Frequent Visitor
Frequent Visitor

@Note7boom that is why i'm asking @Optus to try and get it 🙂

Note7boom
New Contributor
New Contributor

But when something is exclusive, it means no one else can get it. 

jayleeau
Frequent Visitor
Frequent Visitor

just guessing but feels like Telstra got it exclusively because noone else wanted it, not because Telstra paid a premium for it

Seaeagles
Member
Member

Im absolutely loving my note 7 but after the report's that  replacement Note 7s are catching fire has me a bit worried so last night I turned my phone off n won't let my kid's anywhere near my phone.. than other note 7 this morning caught fire so now it 4 cases of the note 7 catching fire.. so now just waiting to see if there's gonna be another recall or if there just gonna scrapping the note 7 all together.. if there is another recall dont think I'll be going with the note 7 who says there gonna get it right the third time around if they couldnt get it right the second time 😱 not looking good for Samsung atm 😲 

Sesh
Frequent Visitor
Frequent Visitor

http://arstechnica.com/gadgets/2016/10/were-now-up-to-five-reports-of-safe-galaxy-note-7s-exploding-...

 

@Optus more than 5 reports. Please make an official statement.  Don't wait for a disaster to happen.

Note7boom
New Contributor
New Contributor

Apparently optus have made a statement pausing handing out replacements until further notice, they are just being very quiet here, no doubt a huge backlash reaction will start here very shortly. 

Personally I'm keeping my note 7, i have had zero heat issues and my battery life is amazing.

There just isn't another phone I'm interested in, I hate iPhone, I had a loan s7 edge and I know that's not what I want.  The closest is the p9 Huawei but it lacks the s pen feature that I use regularly.  

Seaeagles
Member
Member

Touch wood my note hasn't over heated either.. I absolutely love my phone .. it pretty cool to touch too n the battery life is amazing just hoping there was a mix up an someone  put some of the old ones in with new ones highly doubt it tho but never know anything is possible.. it a bit worried that there is a slight possibility it would catches firer that's my main concern atm

JasK93
Frequent Visitor
Frequent Visitor
I picked up my "safe" note 7 last week and have had no issues with it...I don't want the edge, I believe in the note! I've always had notes after iPhone so I won't be comfortable with an alternative. Hopefully they can devise some kind of test or something because no doubt there are phones out there that are fine and are never going to explode...and i'm sick of changing phones - Parramatta store have been fantastic and I received my replacement within 1 week of handing in my old note 7 - but i've seen them way too frequently in the last month
jayleeau
Frequent Visitor
Frequent Visitor

@Optus, will we be seeing full refunds? I do not really see a phone that interests me in Optus's lineup?

Jax_K
Valued Contributor
Valued Contributor

Hey @Sesh & @jayleeau, best to keep an eye out on this thread for further updates as per above. For now we've temporarily stopped distributing replacement Note7 handsets until we have more info from Samsung. 

Dc20011
Member
Member

Will wait to see what Samsung finds from their investigation. 

If the Note 7 gets recalled again, is it possible to exit our contracts? The only phone I am willing to switch to is the Pixel XL and unfortunately it is a Telstra exclusive. Used the S7 Edge as the loan phone and didn't like it.

nigelw
New Contributor
New Contributor

http://www.bbc.com/news/business-37604083

 

BBC reports production of note 7 is suspended.

 

There is nothing available currently that remotely compares to note 7

Sydneychef
New Contributor
New Contributor

From the Samsung US site

 

http://www.samsung.com/us/note7recall/

 

They are recalling original and replacement note 7

 

Can we get out of our contracts when it happens here too

 

nigelw
New Contributor
New Contributor

http://www.bgr.in/news/yet-another-apple-iphone-6-plus-catches-fire/

 

Looks like iphone6 plus is having same issues, exploding and or catching on fire.

 

The connection between the two devices, to me, is size and extended battery life over previous models of same.

Optus
Online Community Manager
Online Community Manager

For the latest updates and to ask any questions you may have, please refer to our latest blog on this matter - https://yescrowd.optus.com.au/t5/Blog/Samsung-Note7-Replacement-Update/ba-p/180681