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Samsung Note7 Replacement Update

Posted by (Online Community Manager)
11th Oct 2016, 12:15pm
Optus

Updated 23rd January 2017 - Samsung Press Conference

 

At 12pm (AEDT)  today Samsung held a press conference to discuss the findings of their investigation into the Note7 incidents. For further information from the press conference, please head here

 

Updated 1st December 2016 - Australian network discontinuation

 

From 15 December 2016, customers still using the Samsung Galaxy Note7 will no longer be able to connect to the Optus mobile network to make calls, use data or send SMS messages. Please note, customers will still be able to make calls to emergency services however. This move is part of Samsung’s ongoing safety measures to recover all affected Galaxy Note7 devices.

 

Along with Samsung Australia, we urge any Optus customer still using their Galaxy Note7 to back up their data, power down their device and return it to their place of purchase immediately.

 

Samsung have confirmed that customers who exchange their Note7 for either the Samsung Galaxy S7 or Galaxy S7 Edge on a new 24mth contract can receive $250 credit against their account up until 22 December 2016.

 

To read Samsung’s full statement on the Australian network discontinuation, click here.

 

Updated 3rd November 2016 – New Software Update

 

Samsung Australia has announced a new Software Update for all replacement Galaxy Note7 issued in Australia to be pushed out from Saturday 5th November. This software update will automatically download and install to all replacement Note 7 devices.

 

This software update will limit the battery to a maximum charge of 60%.

 

You can view Samsung’s full statement here.

 

Updated 19th October 2016 – Travelling with a Samsung Note7

 

Multiple airlines have now prohibited passengers from carrying Samsung Galaxy Note7 devices on-board international and domestic flights for both carry-on and checked baggage. You will not be permitted to take a Galaxy Note7 smartphone on any flight, even if it is switched off.

 

As per our previous update, if you have purchased a Samsung Galaxy Note7 (both original devices purchased before September 5 and new replacement devices), please visit your nearest Optus store to hand in your phone as soon as possible. Remember to back up it up, perform a factory reset and turn it off before returning it to us to discuss your options. To find your nearest Optus store, click.

 

We also have a number of Optus kiosks at the following Australian airports where you can hand your Samsung Galaxy Note7 in:

 

Location

Address

Yes Optus Brisbane Airport

Shop 2A.32

Level 2 International Terminal Building

Brisbane Airport

4008

Yes Optus Melbourne Airport

Arrivals Terminal

Melbourne International Airport

Tullamarine

3043

Yes Optus Perth International Airport

T1 Perth Airport, Ground Floor, Arrivals Hall

245 Airport Drive

Perth Airport

6105

Yes Optus Sydney International Airport

1-2243 International Terminal

Arrivals Hall

Mascot

2020

Yes Optus International Airport Kiosk

B43 T1 International Terminal

Sydney International Airport

Mascot

2020

 

If you are an Australian customer who is already overseas, please click here to read advice from Samsung on how to proceed.

 

Updated 14th October 2016 – Information about the Samsung credit


Please be advised that the VISA gift card Samsung is offering is only available to its customers who purchased a Note7 outright, directly from the Samsung Online store. This offer is not available to Optus Note7 customers on contract. Customers need to go directly to Samsung for this VISA gift card offer.

 

Updated 12th October 2016 – Samsung extend voluntary recall to all Galaxy Note7 smartphones

 

Samsung Electronics Australia has announced it is taking the proactive and voluntary step to extend its current recall to all Galaxy Note7 smartphones in Australia, including those that were provided a replacement Galaxy Note7 smartphone. Customers who purchased a Galaxy Note7 (both original devices purchased before 5 September 2016 and new replacement devices) should back up their phone, perform a factory reset, power down their device and return to your nearest Optus store to discuss your options.

 

Customers are entitled to a refund of handset charges and can recontract to another handset on a new plan or cancel their contract, all without incurring cancellation fees. Customers who choose to recontract to a Galaxy S7 or Galaxy S7 Edge on a new 24mth contract will receive a total of $250 credit against their plan.

 

When returning the Galaxy Note7 device, customers do not need to return any of the original packaging or accessories, and the device can be in any condition.

 

To find your nearest store click here

Comments
Nax998
by New Contributor Nax998
β€Ž2016-10-10 12:33 PM

This time, can we please have a dedicated portal for all Note users and stores to see the process.  This will keep the process consistent and save a lot of people the frustration of the last recall!

 

The Yes crowd can update it with answers to the common questions placed here so you don't have to read every page or ask already answered topics!

Nikonko13
by New Contributor Nikonko13
β€Ž2016-10-10 02:40 PM

I think in USA  they already have a recall again. I like note 7 I don't know which model I will go withSmiley Sad

jayleeau
by Frequent Visitor jayleeau
β€Ž2016-10-10 02:41 PM

@Optus, will a full refund be one of the options?

AMHC
by Member AMHC
β€Ž2016-10-10 03:24 PM

I too would like to know if we can do a full refund similar to the first recall. I am really not interested in switching to any other phones currently available in the market. I would rather use my old phone and wait for s8/note8 to come out next year.

JasK93
by Frequent Visitor JasK93
β€Ž2016-10-10 03:30 PM
Hi @Optus just wondering if you could confirm: 1. Will we be credited handset fee's for the last 2months or so of disruption etc. 2. Can I have a previous generation note and my post-paid plan change to reflect this? Only Note's are suitable for my needs, I have used most of them, Note 3, Note 4 & Note Edge, my old Note Edge however, the battery life is crap on it so it is unusable. 3. I'm sure Samsung will re-release the Note 7 in coming months after some redevelopment so will we have the opportunity to upgrade again with no fees etc.? Please let me know! thanks, Jas
fogsy
by Frequent Visitor fogsy
β€Ž2016-10-10 04:04 PM

I too would like to know what happens if the phone is yet again re-called?

Will we be refunded all phone repayments for this time because it is extremely inconvenient and frustrating to say the least!

I've been a Samsung user and fan for some time now but this experience has made me question my choice in phones. If a recall is announced, I will be swapping for something else.

Kristi23
by New Contributor Kristi23
β€Ž2016-10-10 04:49 PM

This is just getting unbelievable now... maybe samsung should just quit trying with the note 7 and spend the extra time perfecting future phones... I am wanting to know it i can change from the note 7 to the note 5? Can my contract be changed for this?

Note7boom
by New Contributor Note7boom
β€Ž2016-10-10 05:23 PM

Can we cancel this contract now again you can't supply what we signed up for?  S7 and edge aren't acceptable to me. 

Chi89
by Visitor Chi89
β€Ž2016-10-11 06:17 PM

I would also want to know if a handset refund is available. Most optus stores I've been in contact with arnt very helpful or not willing to help at all because I am not their customer due to the fact that I have ordered my phone "online". I have been very frustrated with the customer service I receive and as far as I am aware replacement phones are given to customers who are "store" customers.

 

MRMPW11
by Member MRMPW11
β€Ž2016-10-11 06:17 PM

@Optus will we be getting a full refund? I am bringing my phone in to replace for the new Google pixel XL.

As optus aren't stocking this phone I'll probably be moving to Telstra 

Mahou753
by Frequent Visitor Mahou753
β€Ž2016-10-11 06:22 PM

Is this only for original realease and replacement stock?

 

I just recieved my note 7 yesturday after ordering it in late August, and the recall happened 2-3days later so i didnt get my fone until yesturday.

 

When to the optus store near home and they said there isnt they can do at this time as there is no recall at the moment and that mine should be ok as its the v2.

 

How are we to know what sent to me is the v2 and not a replacement?

 

 

Sam_D
by Valued Contributor
β€Ž2016-10-11 06:23 PM

Hey everyone,

 

@Nax998 - Great suggestion, certainly happy to pass it on Smiley Happy For now, this thread will continue to be updated with relevant information concerning all Note7 devices. Our retail staff are aware of the procedure and we're confident that we'll be providing a consistent experience across all potential avenues. As always you're welcome to touch base with a Moderator if there's anything you need a hand with.

 

Hey there @Nikonko13 - I love the Note7 too, though I recently upgraded from the original Note Edge to the S7 Edge and the only thing I'm missing is the stylus. Are you after a handset of a similar size? At this stage the replacement devices aren't being recalled, though we'll continue to keep you updated here.

 

Thanks for getting in touch, @jayleeau. A refund is currently one of the options available. I'd recommend having a chat with the team at your nearest Optus store to go through the available options Smiley Happy

 

Hey @AMHC - Head in store and our crew will be able to discuss the options available to you.

 

@JasK93 - A handset credit has already been applied to all those affected by the recent activity. Do you still have any of the older models? We're currently offering alternative devices though availability and stock does vary from store to store. It's difficult to say what the process will be if the device is re-released. I'd imagine it would depend on which option you choose under the current circumstances. If you were to sign up for a 24 month contract with a different handset you'd be agreeing to a different device and service so there'd be little flexibility when it comes to breaking that contract in preference of a re-released device. If this is something you're concerned about our in store team will be happy to walk you through some options in the interim to ensure that your best interests are looked after Smiley Happy

 

Completely understand the frustration @fogsy - we want to make the process as easy as possible for you. At this stage the replacement devices aren't being recalled though any of the options listed in the latest update above (11th October 2016) are currently available to you.

 

MRMPW11
by Member MRMPW11
β€Ž2016-10-11 06:27 PM

So the replacement devices aren't being recalled but we are told to turn them off immediately and stop using them?

Go figure

momosan
by New Member momosan
β€Ž2016-10-11 06:33 PM

I absolutely love my Note 7, there is no way I'm willing to downgrade to anything else (even the S7E,  which I got to use during the 1st recall).

 

1. If I'm forced to give this one back would it be possible to cancel the contract and go back to my old sim only plan? I've kept my previous device (Note 3) so it really wouldn't be a hassle to just keep using it until the next note is released. 

 

2. The other thing is the payments I've already made. Any chance of getting any of that back? 

Sydneychef
by New Contributor Sydneychef
β€Ž2016-10-11 06:33 PM

http://www.samsung.com/au/galaxynote7-notice/

 

I'll be taking the full refund thanks optus

Danzemon
by New Contributor Danzemon
β€Ž2016-10-11 06:35 PM

Saddened to hear about this again... Here's hoping for a speedy but thorough investigation and hoping for the best possible outcome!

Sam_D
by Valued Contributor
β€Ž2016-10-11 06:39 PM

We're very sorry for any hassle, @Kristi23. We're currently offering alternative devices though I'd recommend chatting with the team at your nearest Optus store to confirm availability.

 

Hey @Note7boom - would you consider an alternative device? At this stage this is something we can offer you, though it's recommended to head in store to discuss your options Smiley Happy

 

Sorry to hear we haven't been helpful, @Chi89 Smiley Sad We expect all customers to be treated with respect regardless of how they came in to the Optus family. If you can send me a PM with the store in question I'd like to pass this on. Temporary handsets are purely subject to availability and shouldn't be given based on the method of on-boarding.

 

@MRMPW11 we're yet to confirm if we'll be stocking Google Pixel. I'd recommend registering here for updates Smiley Happy The advise above is purely as a precaution and we'll continue to keep you updated here.

 

@momosan we want to make this as easy as possible for you. If this is something you'd be interested in, have a chat with your local Optus store so we can get the ball rolling Smiley Happy Handset credits have also been applied automatically to those affected.

 

No worries @Sydneychef Smiley Happy Head in store so our crew can go over your options with you.

Sam_D
by Valued Contributor
β€Ž2016-10-11 06:42 PM

Apologies @MRMPW11 - can register here for updates.

 

We're here to help every step of the way @Danzemon Smiley Happy

Danzemon
by New Contributor Danzemon
β€Ž2016-10-11 06:43 PM

@Sam_D I have complete faith in Optus and Samsung! I know you all won't let me down Smiley Happy

Mahou753
by Frequent Visitor Mahou753
β€Ž2016-10-11 06:43 PM

@Optus and @Sam_D since your replying

Is this only for original realease and replacement stock?

 

I just recieved my note 7 yesturday after ordering it in late August, and the recall happened 2-3days later so i didnt get my fone until yesturday.

 

When to the optus store near home and they said there isnt they can do at this time as there is no recall at the moment and that mine should be ok as its the v2.

 

How are we to know what sent to me is the v2 and not a replacement?

scottster
by Member scottster
β€Ž2016-10-11 06:44 PM
Hi Sam_D Can you confirm this one, your comment that the phones that have already been replaced aren't subject yet to recall however the 11 October Optus message you refer to states: 'We can also supply alternative handsets for customers who wish to change from a Samsung devices.' I am pretty sure that means that if we want to swap over for a non Samsung handset, then we can. The thrust of the latest issues are subject to reported problems with the replacement handsets after all... Personally, I no longer have confidence in the Note 7 (even though I have my replacement, given the reported issues are with the replacements) and therefore, given the October 11 wording above will bring my Note 7 in to swap for an iPhone 7 (shame, I enjoyed the note functionality...)
Drapte
by Occasional Visitor Drapte
β€Ž2016-10-11 06:45 PM

A free upgrade to Google Pixel XL 128gb would statisfy me and probably a lot of other customers. Ultimatley I want to keep my Note 7 however, easily the best phone on the market.

Note7boom
by New Contributor Note7boom
β€Ž2016-10-11 06:47 PM

So it isnt a recall yet but we can request to swap to another device or refund if we want, (according to samsung) I'm keeping my note 7 till it catches on fire or they replace them again with a 3rd gen note 7. My only option would be to go to a note 5 but I'm not going backwards now out of fear. 

Danzemon
by New Contributor Danzemon
β€Ž2016-10-11 06:51 PM

@Mahou753 Have you updated your handset recently? You will be able to determine if your phone is v2 if the battery icon is green on the display otherwise you are with the original device.

Sam_D
by Valued Contributor
β€Ž2016-10-11 07:09 PM

Really appreciate your support, @Danzemon! If there's anything we can give you a hand with in the interim you know where to find us Smiley Very Happy

 

Sorry I missed you @Mahou753! I do apologise for the timing Smiley Sad As the original shipments were recalled and taking the timing of the delivery in to account it's more than likely that you've received a replacement device. As a precaution Samsung have advised anyone who has received a replacement device to power off the handset. It's certainly disappointing to hear that your local store wasn't helpful - are you able to send me a PM with the details of your visit?

 

Spot on, @scottster Smiley Happy Though the replacement units aren't on recall at this stage, you are currently able to swap over to an alternative handset. If you feel that the iPhone 7 is a better fit for you under the current circumstances you're more than welcome to discuss this with the team at your local Optus store.

 

@Drapte we're yet to advise if we'll be stocking Pixel - have you registered to receive alerts for new Optus products? If not, you can do so here.

 

@Note7boom we strongly recommend following the advice provided by Samsung. If you're not comfortabe with a replacement Samsung device, do any other manufacturers appeal to you? Your local Optus team will be able to let you know what's currently available to you Smiley Happy

Anexias
by Member Anexias
β€Ž2016-10-11 07:10 PM

I'm a little bit confused. Can we refund if we are on a plan? Does it just mean to cancel our contract? If i have to give up the note 7, optus doesn't have the phone I would go to, there is no way I will go to an iphone or an s7/s7 edge. 

Anexias
by Member Anexias
β€Ž2016-10-11 07:13 PM

To reiterate, I have no problen with optus, love that they credited our account on the first recall, they just don't have the phone I would go to.

beeza77
by Visitor beeza77
β€Ž2016-10-11 07:25 PM

Does this mean I can hang on to my  Note 7 v2. and go get a temporary replacement handset to use until we find out more information on what Samsung are going to do?

lilpocketrocket
by Frequent Visitor lilpocketrocket
β€Ž2016-10-11 07:29 PM

This is so unbelievably frustrating, i love the note 7...no other models or brands appeal to me at all. Samsung are doing their best to remedy the situation but doesn't help when their other models don't come anywhere close to the note.

Is Optus able to offer loan phones until the note issue is resolved or is there no option here?

Also if i switch to another model and the note becomes available again can i switch back at no cost?

Ranger58
by Member Ranger58
β€Ž2016-10-11 07:30 PM

I am really disappointed I have to say.  I have been a Note user ever since I Grey Imported the Note 1 years ago.

My note 4 is dying (got bent somehow) and the Normal Galaxy S series is just lacking. I might have gone the Pixel XL but as it’s a Telstra exclusive and on a really expensive plan it’s not an option.

 

At this point I do not know what to do, keeping a dangerous phone is shaping up to be a viable option at this point.

Note7boom
by New Contributor Note7boom
β€Ž2016-10-11 07:35 PM

@Sam_D The note 7 is the only phone of its type, I use the pen for business and wouldn't give it up so that means the only other option would be the note 5 and I didn't cancel my contract early and pay out the extra fees to get a old phone. Really disappointing that Samsung didn't take the time to ensure they had this issue fixed before the replacement devices got handed out but that's what happens when everything was so rushed to try and maintain their image.

smorgiie
by Member smorgiie
β€Ž2016-10-11 07:43 PM

So do I have to return my replacemnt note 7 or not? Samsung says to power it down and contact place of purchase, but you said on here it's not a recall. I'm pretty confused. I signed up for a note 7, I want a note 7. If I have to get a s7 edge, I might as well wait until the s8 is out and that either means using my old phone which is almost dead or getting the s7edge then paying it out which isn't fair at all. 

sandeep26
by New Contributor sandeep26
β€Ž2016-10-11 07:47 PM

Are we entitled for full refund for the money we paid? I will wait for note 8.. dont wanna use anyother phone so how will optus deal with refund or cancel contract 

Anexias
by Member Anexias
β€Ž2016-10-11 08:01 PM

@Optus will optus be getting the sony xperia XZ? or is that another telstra exclusive?

Sam_D
by Valued Contributor
β€Ž2016-10-11 08:08 PM

We understand @Anexias Smiley Happy If we don't have you're preferred alternative in stock you can certainly speak with the crew at your nearest Optus shop to discuss your options. Even if we aren't launching a particular model, we may have it available down the track. I'd recommend registering for alerts here!

 

Hey @beeza77 - while at this stage this isn't a recall, we do recommend that you follow Samsung's advice to power down and return your device as a precautionary measure. Your nearest Optus store will be able to run you through the options currently available to you Smiley Happy

 

I'm sorry for the hassle @lilpocketrocket Smiley Sad The Note7 is absolutely an appealing handset so I understand that alternatives may be met with hesitation. As replacements aren't currently being recalled we don't have a temporary handset process in place. An alternative device would entail entering a new agreement so switching models again may incur fees depending on the terms and conditions of the new contract.

 

I'm also a big fan of the Note range @Ranger58 Smiley Happy If the Note7 was available at the end of my previous contract period I'd be in the same boat (ended up with an S7 Edge). We strongly recommend following the advice provided by Samsung. Completely understand that it's a big decision to make and our team in store are happy to go over your options.

 

I get what you mean @Note7boom - even though I only ever used the S Pen for recreational purposes I do find myself missing it sometimes. I do apologise for the frustration Smiley Sad

 

@smorgiie at this stage the replacements aren't being recalled though following Samsung's advice we do do encourage you to power down the device and head in store to discuss the options that are available to you.

 

@sandeep26 if this is something that you'd like to pursue I'd recommend chatting with the team at your nearest Optus store so we can go through your available options and get the ball rolling Smiley Happy

Kristi23
by New Contributor Kristi23
β€Ž2016-10-11 08:30 PM

So if i go into my optus store i can recontract to an s7 edge (pending availability), will i incur any fees for doing this?

I'm over the note 7 rubbish and just want a phone that is not going to be recalled or explode on me 

darrellc4
by New Contributor darrellc4
β€Ž2016-10-11 08:30 PM

Hopefully Samsung finds that there's nothing wrong with the device and that the ones that malfunctioned were being charged with off-market cables and such! 

Junine
by Member Junine
β€Ž2016-10-11 08:31 PM

Admin, this replacement unit a loan phone or a re contract to another unit? 

MRMPW11
by Member MRMPW11
β€Ž2016-10-11 08:52 PM

Can i have a yes or no answer please (in plain english) 

Can i exit my contract and hand my phone in.

Considering this phone does not do what it's supposed to by law i am entitled to exit my contract at no cost

Sam_D
by Valued Contributor
β€Ž2016-10-11 09:10 PM

Certainly not an unreasonable request, @Kristi23 Smiley Happy At this stage if you were to opt for an S7 Edge you wouldn't incur penalties for cancelling the Note7 and the new agreement would be priced accordingly. This being said I recommend staying tuned for further updates.

 

We're confident that Samsung's investigation will be extremely thorough, @darrellc4 Smiley Happy

 

Hey @Junine - you'll be entering in to a new contract if you opt for an alternative device.

 

@MRMPW11 - yes, this is something that's currently on offer. Any updates on available options will be posted here.

Ranger58
by Member Ranger58
β€Ž2016-10-11 09:14 PM

So multiple Android sites are now announcing Samsung is killing the Note 7 permanently.

So now I am really lost. Do I settle for a S7 Edge (will need to buy micro USB cables again), and if I do I will have to move away from Optus as no offence but I am not paying the same price for a S7 on the same plan my Note 7 is on when it is really half the value to me, especially when you consider one of your competitors will sell it for nearly $30 a month cheaper?

It’s enough to make you want to drink

Kristi23
by New Contributor Kristi23
β€Ž2016-10-11 09:18 PM

Thanks for the heads up @Sam_D,  i will be heading into my local store tomorrow to hopefully recontract to the s7 edge, hopefully in 12 months when i can upgrade samsung have got to the bottom of all their rubbish... 

mockid
by Frequent Visitor mockid
β€Ž2016-10-11 09:40 PM

I headed into the Optus Store in Willetton this afternoon and was told that I couldn't exchange my Note 7 there as it was a franchise and they didn't do that service.  I informed the lady (I believe her to be the owner of the franchise) that I thought she was telling porkies and perhaps she should check with head office for more information.  No, she would not help me and she said I could complain if I wanted because she was right.  

 

I left the store disgruntled, and rang the local Booragoon branch.  The phone was answered by a lady by the name of Katie, who knew exactly what I was talking about, and told me all of my options. I headed down there spurred on by her fantastic service.  After a small wait at the Booragoon branch (they were extremely busy), I was served by another exceptional person by the name of Adam.  Adam and I laughed together at this ridiculous situation, and then he proceeded to help me exchange my explodey Note 7 with a less explodey S7 Edge.  Not an ideal situation but certainly made easier with good staff helping me through it.  Adam and Katie should be commended for their excellent customer service skills and amazing product knowledge.

 

My advice: make sure you go to a full store for any help with your Note 7.  The franhises seem only interested if there is a sale in it for them, especially the tyrant running the Willetton store.

smorgiie
by Member smorgiie
β€Ž2016-10-11 09:56 PM

So you're saying I have to return my note 7, which I paid my old plan out to get. and then get a phone which isn't as good as the note 7, which I never wanted in the first place. I'm going to be locked into a contract with a s7 edge that I don't want awesome. I'd rather a loan phone like last recall, but until the s8 is released and get that instead. No way I'm giving back my phone I love and being locked into a plan with one I don't want. 

angelfoxblue
by New Member angelfoxblue
β€Ž2016-10-11 09:59 PM

I have a replacement device - and honestly, since getting it, have barely used the stylus at all (though I used it all the time when I got my first Note 7).

 

My question is: If I return my phone and swap it for an S7 Edge, do I need to return the box and all of the items that came with it? We didn't have to for the recall, but I understand this is different.

 

Though I wouldn't mind having an extra set of headphones handy.

PanicDisorder
by Visitor PanicDisorder
β€Ž2016-10-11 10:07 PM

Is Optus going to offer a better deal (24 mth plan)than what it is on S7e for those who are willing to change from N7 to S7e?

Andrew21
by Member Andrew21
β€Ž2016-10-11 10:13 PM
I have a few questions regarding this permanent recall as optus' handling of the last one was messy: Are we able to continue using the current plan that we are on however get a full RRP refund of the Note 7? I don't want to switch to a s7edge since it is a lower value phone and would rather wait for the new S8 etc. If it is a S7 edge replacement, do our current 24 month plans get a discount as it is an older model phone? Can we keep the accessories in the box of the Note 7, I understand this is a worldwide recall so am just curious? Is there an option to cancel the contract completely and get handset credit back to look for a new optus plan? Thanks
jayleeau
by Frequent Visitor jayleeau
β€Ž2016-10-11 10:17 PM
@Optus, If i get a replacement iphone 7 plus, do i need to sign up to a new 24 month contract? What happens I switch over to the s7 edge? Do i get some compensation like lower monthly fees etc?
Sam_D
by Valued Contributor
β€Ž2016-10-11 10:58 PM

@Ranger58 - if you do choose to go with an S7 Edge this will be priced accordingly, you won't be charged the same handset repayments as the Note7 Smiley Happy

 

Great to hear, @Kristi23! Let me know how you go.

 

Thanks for sharing your experience @mockid - it's concerning that the information you received wasn't consistent across both shops and I'll be sure to have this fed back to the Willetton store. On that note I'll be glad to let the Booragoon team know that they've been recognised for their brilliance!

 

I get where you're coming from @smorgiie, though keep in mind that a replacement device is only one of the options currently available. Best to have a chat with the crew in store to discuss all of the other possibilities.

 

Best to return as much of the original kit as you can @angelfoxblue Smiley Happy

 

@PanicDisorder - those who choose to recontract with an S7 Edge will also receive a $100 credit Smiley Happy

 

Hey @Andrew21 - at this stage this isn't a recall, however we strongly recommend that the advice Samsung has provided is followed pending further info. If you opt for a replacement device you'll be entering a new agreement which is priced accordingly with your preferred handset. Those who recontract to an S7 Edge will be eligible for a $100 credit. No official word just yet on whether or not the accessories will be required however generally speaking, best to return as many of the kit items as possible. Your local Optus store will be able to fill you in on all options currently available to you Smiley Happy

 

Exactly right @jayleeau, you'd be signing up to a new contract with the alternative handset. Cusomers who recontract with an S7 Edge will receive a $100 bonus credit.

Ranger58
by Member Ranger58
β€Ž2016-10-11 11:12 PM

@ Sam_D - the $100 credit is a good bit of news, as although I get what you were saying about the S7edge being a new plan costed accordingly, the real world issue was the plans for the S7edge vs S7note were very close in monthly costs (closer than the 2 phones deserved to be in my option).

However now that We can get the $100 credit, with the assumption that others like myself will take the $99 upgrade plan in a years’ time when the Note 8 Arrives, the deal is going to be way more palatable.

Question how does one apply for this $100 credit?

Kristi23
by New Contributor Kristi23
β€Ž2016-10-11 11:24 PM

Thanks @Sam_D, i will update on how i go tomorrow...  Also interested to know how we apply for the $100 credit, does it apply for everyone that recontracts to the s7 edge, as i am on the $120 plan so therefor pay $0 phone repayments... will i still get the credit? 

Seaeagles
by Member Seaeagles
β€Ž2016-10-11 11:27 PM

So is Samsung scrapping the Note 7s all together does anyone know??

Ranger58
by Member Ranger58
β€Ž2016-10-11 11:36 PM

@Seaeagles That appeares to be what all the Tech Sites are reporting. It also makea a fair bit of sence as if Samsung Released the Note 7 Replacemnet- Replacemnet and it still had issues (even if it was nothing to do with "exploding") it would be really bad news for samsung.

 

Thais way they get to stop Production and Develpomnet of the Note 7 and spend way more time ensiring the S8 and more importantly Note 8 is bullitproof.

 

Ausdroid, AndroidCentral and others have the story if interested

thimo82
by Member thimo82
β€Ž2016-10-11 11:40 PM

Hi!

 @Sam_D wish to know more about the $100 credit. Thanks!

Andrew21
by Member Andrew21
β€Ž2016-10-11 11:41 PM
@Sam_D Thanks for the info, as I can see on your online store, the basic 24 month plan for the s7 edge is $77 per month (37 handset fee) I currently have the $71 plan from pre ordering the note 7. There's a big discrepancy here if you want those of us who got this plan to recontract to a more expensive plan for an older phone. Will the $100 credit be in conjunction with a discounted monthly handset fee?
Wheelin
by Frequent Visitor Wheelin
β€Ž2016-10-11 11:56 PM

Samsung has confirmed they are pulling the note 7 all together.

Junine
by Member Junine
β€Ž2016-10-11 12:03 AM

@Sam_D I'd checked the latest info from samsung under frequently asked question:

 

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

No, we do not require you to return all the accessories which came with the device. If you received a free 256G SD card as a part of the pre-sales order; you may keep the SD card."

 

Might go to the optus store this weekend if you could confirm and get the s7 only since I don't like the s7e. Thank you in advance.

 

Just hoping that all optus store got the memo about this note 7 replacement and knows how to handle this time 😁.

Freelancer
by New Member Freelancer
β€Ž2016-10-11 12:08 AM

Hi there, just wondering if I will be able to cancel my 24 month contract since I have no interest in using a different phone ( hence why I went with the note 7 because I really enjoy the phone ) and correct me if I am wrong however, my understanding is that this recall means the contract can no longer be fulfilled because the device is defective.

 

Thanks,

FreeLancer

Scott_M
by Valued Contributor
β€Ž2016-10-11 12:45 AM

@Ranger58 and @Kristi23 Any credits associated with the S7 Edge recontract will be applied automatically.

 

Hi @thimo82, if you are recontracting you Note 7 to Galaxy S7 Edge, there will also be a $100 credit applied.

 

@Andrew21 We will be effectively cancelling your current contract and recontracting you on a market plan for the handset of you choice. If you choose the Samsung Galaxy S7 Edge, the $100 credit offer will apply.

 

Hi @Junine, the SD card offer was a manufacturer driven promotion, so what Samsungs website advises is correct. Previously we did not require the accessories to be returned with the device. As @Sam_D mentioned above, if you have them and won't be able to use them, certainly return them with the device if you want.

 

@Freelancer, you can certainly cancel your 24 month agreement if you don't wish to recontract with another handset. 

 

Rockdad83
by Contributor Rockdad83
β€Ž2016-10-11 01:45 AM
So here we go again.. .. I'm pissed at all the time I already wasted previously and now I have to go through it all again? There's not one phone that im interested in whatsoever which is why I cancelled my contract early in the first place to get the note 7. Will I be credited extra on top of the hundred dollars for the early cancellation fees and what am I suppose to do now? I hated the edge when I had it as a temporary phone and the s7 is too small. The only phone I'm even remotely interested in is the LGv20 which is due out next month, will optus stock that phone? Or am I just stuck in limbo again. I could of held on to my note 4, waited till the lgv20 came out and upgraded without paying early cancellation costs. Im not happy
Scott_M
by Valued Contributor
β€Ž2016-10-11 03:13 AM

Hey @Rockdad83, I can appreciate the frustration, but we aim to help you as much as possible to transition through this unforseen issue. Your option would be to return the handset and cancel the contract until a product you want is available in the market. The Stores can walk you through this process. 

Rockdad83
by Contributor Rockdad83
β€Ž2016-10-11 03:20 AM
That would be all well and good if I still had my old note 4 but i don't and that would leave me with out a phone. My only option really is to hold on to this until something decent is available.
thimo82
by Member thimo82
β€Ž2016-10-11 04:28 AM

Hi! Would i be able to cancel my current contract and get a full refund? Thank you. 

iOnicAU
by Member iOnicAU
β€Ž2016-10-11 06:40 AM

I'm in the same boat as @Rockdad83. My contract was due to expire in a couple months, I paid early exit fees + handset payout to preorder the Note7 which I then had to give back shortly afterwards. If I had known it would be a 2 month shambles to get a usable phone, I could have just kept using my Note5 until the contract was out - then upgraded to a new phone for only $99 instead of the $500+ this has cost me.

 

The S7 edge is rubbish. I hated it as a loan phone. No way I'm going to that. Apples aren't an option and by all accounts they're exploding as well. I guess I'm stuck with my Note until an alternative is available. "This isn't a recall but turn your phone off and stop using it" is not an acceptable position I'm afraid. Sort it out Samsung/Optus!

Joes
by Visitor Joes
β€Ž2016-10-11 07:12 AM

I'm in the same boat as @iOnicAU and @Rockdad83.

 

I would be willing to downgrade to the S7E but as it's an insuperior device hardware and software wise, I would want to upgrade to the S8 or a Pixel (when Optus gets stock). The S8 is suppose to be coming out March next year which is too early in the 12 month upgrade cycle.

 

My question is, its a long shot and it would be nice for customer loyalty, can an exemption be set for all Note 7 users that they can upgrade from the S7 through the 12 upgrade plan anytime in the next 12 months without occuring any extra costs other than the $150 upgrade cost.

 

What you have to remember is that a lot of users who got the Note 7 planned their contract around having the latest and best phone and having to downgrade their device is a big kick in the teeth.

lilpocketrocket
by Frequent Visitor lilpocketrocket
β€Ž2016-10-11 07:56 AM

I agree why should customers be penalised by going on a new contract when the issue with the note is not our fault.

Customers should be able to exchange their note for an S7 or edge or another brand of phone without a new contract and have the option to upgrade to the new samsung devices when available for no cost.

Frocker
by New Contributor Frocker
β€Ž2016-10-11 08:09 AM

Here's a question ....

Is there any chance that the replacement note7 in Australia will be deemed as safe ? And that airlines will let you take one on board with you? 

Nikonko13
by New Contributor Nikonko13
β€Ž2016-10-11 08:16 AM

If I recontract with s7 Am I get $100 credit too or only s7e . Really disappointed I don't want to downgrade my phone hopefully Optus will let us to upgrade the phone early without any fee πŸ˜ƒ

Rockdad83
by Contributor Rockdad83
β€Ž2016-10-11 08:17 AM
I'd keep my replacement note 7 but the problem is all software and app updates for the note 7 will cease, so we will have no choice but to hand them back. I really don't know what they want us to do, there's no phone that is even in the same league as the note 7 at the moment. I'd also like to know what about the insurance I've paid and the handset costs I've technically been paying for a faulty device. You can send samsung the bill.
JMUN
by New Member JMUN
β€Ž2016-10-11 08:25 AM

Can I cancel my note 7 contract? Don't want to use replacement S7 for 2 years...

Nghi
by RetiredModerator Nghi
β€Ž2016-10-11 08:27 AM

Hi All, Samsung has advised us that all Samsung Note 7 customers are to power down their phones and back up all data before taking them into an Optus Shop for a swap to new handset or to cancel their existing contract. Our customer's safety is really important to us and we don't recommend you continue to use your Samsung Note 7 device.

 

We're working closely with Samsung to assist affected customers during this situation. Please go into an Optus Shop as quickly as you can to discuss the available options for you.

 

Rockdad83
by Contributor Rockdad83
β€Ž2016-10-11 08:30 AM
I've looked at the options nghi and they dont look good from where I'm sitting.
Danzemon
by New Contributor Danzemon
β€Ž2016-10-11 08:31 AM

I too upgraded my S6 9 months early so I can get the note 7... I am planning to downgrade to the S7E. When the Note 8 comes out I want to upgrade to that without any extra fees except the 99$ upgrade fee. Will this be possible as I am deeply upset by all this

Frocker
by New Contributor Frocker
β€Ž2016-10-11 08:35 AM

@Nghi @Optus 

I get that we aren't meant to use them. But just so I'm clear, are you saying this is now a recall, and there is no chance they will be found as safe ? 

Thanks

Nghi
by RetiredModerator Nghi
β€Ž2016-10-11 09:02 AM

@Rockdad83 and @Danzemon You have the option of handing in your current Samsung Note 7 and cancelling the current contract at no penalty. You do not need to re-contract straight away but can choose to wait until a phone you like comes onto the market.

Nghi
by RetiredModerator Nghi
β€Ž2016-10-11 09:05 AM

@Frocker You can read through the statement made by Samsung here. Investigations are still underway but as a precautionary measure Samsung are recommending Note 7 customers to disconitnue use of the device and get them returned. We'll update our main post with the latest information as we get it.

Fuseion
by Occasional Contributor Fuseion
β€Ž2016-10-11 09:05 AM

As im a Note user I want to cancel my contract and go to a sim only plan so that i can use my Note 4, I assume that is ok?

Wiman
by Member Wiman
β€Ž2016-10-11 09:07 AM

Read on the news that Samsung has decided to discontinue the Note 7 line, what happens next to those still waiting for their Note 7 replacement?

Wheelin
by Frequent Visitor Wheelin
β€Ž2016-10-11 09:07 AM

What about the fact that we keep get loan phones and replacement phones that we then have to update and down load our apps again using our data and costing us money

Anexias
by Member Anexias
β€Ž2016-10-11 09:17 AM

Hi, did i read somewhere that we can cancel our contract online and get a box sent to us to send our phone back? If so how do i go about doing this? I cant get into a store anytime soon.

NikBrooks
by Frequent Visitor NikBrooks
β€Ž2016-10-11 09:19 AM

Hi,

Just in regards to customers getting credit how does  seem fit when i personally have unlimited calls and text? Wouldn't internet usage being increased be better?

Anexias
by Member Anexias
β€Ž2016-10-11 09:26 AM

@NikBrooks hi, it means you get $100 credited to your bill. So say youre paying 90 a month, its like a free month paid for by optus.

NandR8890
by Frequent Visitor NandR8890
β€Ž2016-10-11 09:26 AM

Could you please advise if we are able to cancel our contract with no penalties and return the phone to our nearest store???

Wiman
by Member Wiman
β€Ž2016-10-11 09:29 AM

If we have returned the phone and taken a loan phone, can we still cancel our contract and got o a month to month plan?

Anexias
by Member Anexias
β€Ž2016-10-11 09:31 AM

@NandR8890 hi, yes you can hand your phone in and cancel your contract without penalty. If you want to be sure go back to page 8 in the comments and read the post from nghi 

NikBrooks
by Frequent Visitor NikBrooks
β€Ž2016-10-11 09:32 AM

@Anexias oh okay thanks. I only see $50 added at this time

fogsy
by Frequent Visitor fogsy
β€Ž2016-10-11 09:37 AM

I want to return my Note 7 and swap it for a new contract with an iPhone 7plus.

Do I just take my Note into my nearest Optus store to arrange without any penalties/fees?

 

Thanks for your help guys - it must be frustrating for Optus as well as it is out of your control!