Searching...

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
joshi
by New Contributor joshi
‎2016-10-12 07:43 PM

@Wheelin similar experiences in Chermside afraid to go there again. @Tenayah I too walked out of cbd store today afternoon 

jojobarton
by Visitor jojobarton
‎2016-10-12 07:45 PM

Hi I've been following for the last few days, I visited two stores yesterday and neither knew anything.  Booval were friendly and okay even though they could not help. Riverlink were very rude and unhelpful . After seeing updates on here and speaking to samsung online I knew what I could do so returned to Booval this morning and they were VERY helpful and I want to acknowledge them here.  I have recontracted to an iphone 7Plus and while I wait they have lent me a crappy little phone, but a phone non the less when I know they did not have to.  Kudos to them please.

Wheelin
by Frequent Visitor Wheelin
‎2016-10-12 07:45 PM

I had the same problem with morayfield store last time

Sharee
by Frequent Visitor Sharee
‎2016-10-12 07:46 PM

Second attempt to get a replacement mobile due to the Samsung Note7 disaster!
After a lengthy call with Optus, since shop fronts do not deal with problems, I had a Optus representative tell me that I can just exchange the mobile to another device without any changes to my contract or extra charges, but I have to deal with the shop where I returned my Note7.
The manager in the shop told me that she would not just exchange mobiles and made out that I had made it up, as no one would have given me such information.
Her advice was to get set up with a new contract, a more expensive plan for the S7 Edge, and then discuss the pricing issue with customer care after I had signed up! Once I sign a contract, I am then liable even though Optus can get out of it!!
So frustrated and just wanted a phone, I agreed but during the sign up the lady has now told me that the person who organised my original contract on the 31 August did not submit it correctly and my account is put on hold for 48 plus hours!!
I have waited over 6 weeks for a new mobile, I have not once been contacted by Optus about any recall, I handed my phone in on my own accord and this is how I am treated as a loyal customer?!
What has happened to Optus's customer service??
Optus had better give me some incentives to stay with them otherwise another mobile provider will be getting a new loyal customer!!

I have not been told abut any of this $250 credit before and the shop did not offer anything including empathy. 

wizabuff
by Frequent Visitor wizabuff
‎2016-10-12 07:47 PM

So current Note 7 users are expected to wait a year and then pay a $99 fee if they choose to temporarily use another decent model phone on a 24 mo contract. Therefore if the new Note is released within a year (e.g. 6 months time) we are $99 worse off or have to pay out cost of phone if we do not want to wait???

 

C'mon Optus. Do you see how unfair this is???

MB1977
by Occasional Visitor MB1977
‎2016-10-12 07:48 PM

Popped into North Lakes store on way home.  Immediate service and they were able to run me through all my options. Settled for the S7 Edge, know it won't be as good as my Note 7 but hey, there are bigger issues in this world aren't there.  Had a good chuckle with the staff in the store over it all, they even recognised me from the first replacement, in and out in 20mins. Can't rate the boys high enough, it's a shame not everyone is having the same experience but if you're having troubles and are close by, would recommend going in and seeing them.  

wizabuff
by Frequent Visitor wizabuff
‎2016-10-12 07:50 PM

Also, i think like most other people, i would rather have first peferance on a new Note (voiding interum contracts on replacement phone return) than a credit on my account followed by substantial charges if i try to upgrade to the next release Note. 

Tenayah
by Frequent Visitor Tenayah
‎2016-10-12 07:59 PM

Spme 'graham' guy on live chat is telling me that loan phones are available until they get replacement phones and i wont have any changes to my contract..... GET ON THE SAME PAGE PEOPLE!!!!

Beceat82
by Frequent Visitor Beceat82
‎2016-10-12 08:03 PM

I am unable to get to a store because I am too far away from one.

dejay88
by Visitor dejay88
‎2016-10-12 08:17 PM

Happy to move over an edge 7 but not satisfied with entering into a new 24mth agreement. Already 2mths in and wanting to take up the recontract offer in 10mths time. Optus let me just do a straight swap. 

Tenayah
by Frequent Visitor Tenayah
‎2016-10-12 08:42 PM

I just spoke with a supervisor at Optus over the phone (called me after an unsuccessful live chat) she advised me that i could go to the cbd branch tomorrow and they would give me a loan phone and that she would call them in the morning to tell them this. First she tried telling me to just keep using my phone until we hear further... she is of the impression that replacement stock is being released on 27? October... 

AzzaR42
by Occasional Contributor AzzaR42
‎2016-10-12 08:46 PM

Not happy that only 7 days after receiving my Note7 replacement Ive had to hand it in and wave goodbye all over again. I went into the Traralgon store and they were extremely helpful and very knowledgeable about the entire situation. Even though the extra credit was incredibly enticing I decided to go with the iPhone 7 Plus because I refuse to go with something thats lesser than the phone I was expecting to be able to use for the next 24 months but instead also only walked out with a J1 mini again due to no stock :/

 

I am now stuck with paying a full plan for an iPhone 7 Plus with a phone thats completely inferior to the one im paying for and am almost finding this thing unusable. 

 

As great as you guys have been I cant help but feel that I've been screwed left, right and bent over. I have been left with a sour taste in my mouth and in 12 months time spending $99 more than I would of had if the Note 7 never had any fault. How does this seem fair for something outside of my control @Optus? I dont feel very valued as a customer

DayBlossom88
by Member DayBlossom88
‎2016-10-12 08:46 PM

When i got the Sony Xperia z5 premium tomorrow on a $100 plan can i upgrade in 12 months with $99 fee?

Dc20011
by Member Dc20011
‎2016-10-12 09:08 PM

I was able to recontract easily yesterday at Optus Stud Park. Staff there have been great throughout the recalls.

Chi89
by Visitor Chi89
‎2016-10-12 09:08 PM

Just a heads up to everyone. Just got off live chat, advisors on the chat will have no clue what is going on with the note 7 issue and what is happening with recontracting with another phone. I was told I can't change phones because I'm not 6 months in my plan.... optus please communicate with your staff. I work a 9-5 job and do not want to wast my time going to an optus store to be told the same thing. Can someone from optus who knows what they are talking about contact me. I almost just about had it with optus and the inconsistent customer service provided.

Funsky
by Occasional Contributor Funsky
‎2016-10-12 09:15 PM

If samsung are offering  $450 to replace phone with S7 and $350 for S7E, the choice is obvious to me. Thanks buy no thanks Optus.

 

And given Telstra seems to train their staff with news better and offered $250 in the first place, it seems obvious once again which carrier customers will be signing up with next.

 

Time to focus on the "Yes" culture that your logo suggests.

Kazz224
by Frequent Visitor Kazz224
‎2016-10-12 09:21 PM

Went to the northlakes store today and they were not helpful at all, just wanted me to get a contract with a phone i didnt want and didnt bother to tell me that i was able to cancel my contract without exit fees. DEFINTELY  NOT STAYING WITH OPTUS... customer service is awful

jojobarton
by Visitor jojobarton
‎2016-10-12 09:31 PM

I feel exactly the same as Posted by AzzaR42.. have the same repalcement phone inthe meantime while I wait 3+ weeks for an iphone 7 Plus.. while now paying MORE$100+ compared to my note 7 plan of $80+ but with a crap phone I can't even download facebook app onto. 

I was told I woudl not be credited any handset payments unless I was without a phone for more than 1 billing cycle.  Optus is this true?

thimo82
by Member thimo82
‎2016-10-12 09:32 PM

Hi Optus! Thanks for the prompt reply. Though i am happy with the $250 credits, signing a new 24 month contract is not that nice. 

 

Would like to check if i am still eliglible for the Free Optus EPL Program for a year if i switch to the S7 Edge because i signed up for the preorder for Note 7 and the offer was before end of August. EPL is the main reason why i stuck with Optus. Smiley Happy Thanks!

Ranger58
by Member Ranger58
‎2016-10-12 09:34 PM

So am I right in reading that we can now hey a $250 credit?

Well that would have helped today, now I have handed it back and elected to change to the S7E I gather the offer is now off the table.

 

We seem to have a 2 speed problem here, Samsung is asking everyone to return their Note 7's ASAP, and at the same time Optus seems to be kind of slowly working out what it can do for us. Hate to break it to you optus but when the Phone has the potential to injure someone (or god forbid kill someone) we cannot wait till the committees at Optus/Sintel work out a response. 

 

Would $250 have gotten me to re-sign, honestly there was probably a fairly good chance as the thought of going back to my Note 2 was not one I was looking forward too. But after using the Note 2 and playing with different ROMs now I can survive a few months till more options become available.

Nax998
by New Contributor Nax998
‎2016-10-12 09:44 PM

After reading 22 pages of comments, I still have no idea what my options are...$100 credit, $250 credit, $350...$450...

In my first post, I asked for you to create a portal that would have the correct info for everybody...manly to eliminate confusion.

Well, I'm confused...we want a straight answer...set in stone...so we can make an educated decision.

After maybe 10 years as an Optus customer, this will be the first time I have seriously considered moving carriers.  I will wait and see how the competition deals with this and base my decision on that.

Sam_D
by Valued Contributor
‎2016-10-12 09:54 PM

@Andrew21 - you should be fine to recontract from a SIM only plan to one that includes a handset Smiley Happy

 

I know what you're talking about, @Rockdad83 Smiley Happy My husband recontracted to an S7 during that offer period. Unfortunately this was purely promotional so the currently prices are valid.

 

Thanks for confirming @Wheelin. Very sorry for the way this was handled for you.

 

Just let the guys in store know that you'd like to take the offer up and they can apply the credit for you, @emm23a Smiley Happy

 

This is really disappointing to hear, @Tenayah Smiley Sad While what you were advised in relation to the outstanding balance is correct, I'm very sorry that the team weren't able to provide you with up to date information regarding the recall. I've passed this on so we can ensure everyone is receiving a consistent experience. If you do opt for an alternative handset you'll be entering in to a new agreement so the dates would commence from then on. Loan phones are not something that our stores can currently offer as an interim device between contracts.

 

This is an official Optus blog and will continue to be updated as new information becomes available, @Arizonarfs1. You can also head in store to discuss all of the above options which are available to you.

 

Thanks so much for sending your experience though, @jojobarton! We'll feed this back to the team at Riverlink and it's great to see that the Booval crew were able to give you a hand once they were updated Smiley Happy If you have a phone on backorder your handset repayments will be credited automatically.

 

Apologies for the incorrect information you've received @Sharee. Which store did you head in to to recontract? We'll need to make sure that they are updated with the correct policy for this recall.

Kristi23
by New Contributor Kristi23
‎2016-10-12 09:56 PM

I'd just like to say how awesome the team at the Bendigo store are, i took the note 7 back today and recontracted to the s7 edge and it couldn't of been a better experience, they were down with all the info and knew exactly what needed to be done, kudos to them for making a crappy experience a decent one 🖒

 

The only thing they couldn't tell me is about the $250 credit, will that be automatically added to my account or is there something i need to do in the meantime? Could you shed some light on how the credit reimbursement will work please 😆

Sam_D
by Valued Contributor
‎2016-10-12 10:02 PM

I'm sorry for any disappoint @wizabuff. If you opt for a replacement handset your new agreement will commence from the date of the recontract. If you choose an eligible rate plan you can utilise our New Phone Trade Up offer after 12 months. If you're concerned that a new contract term won't allign with the release of new models in the future, we can switch you over to a SIM only plan so you can recontract once your preferred handset is available.

 

Really appreciate you taking the time to let us know about your in store visit @MB1977 Smiley Happy I'll be sure to let the North Lakes crew know that they've been recognised for their fabulous service!

 

Hey @dejay88 - if you opt for a replacement S7 Edge you're currently eligible for a $250 credit though your new contract term will commence from the date of the new agreement, apologies for any disappointment.

 

Sorry to hear you're not feeling valued @AzzaR42 Smiley Sad If your iPhone Plus is on back order your current handset repayments will be credited back to you automatically.

 

You sure can, @DayBlossom88 Smiley Happy Providing you choose an eligible rate plan of course.

 

Thanks for the feedback, @Dc20011! We'll pass it on Smiley Very Happy

Note7boom
by New Contributor Note7boom
‎2016-10-12 10:05 PM

Well as much as I didn't want to hand my note 7 in, i was concerned about the worst happening and ignoring advice to switch off.  I now have a nexus 6p on contract. I'll miss the pen but reading all reviews this seems my best option for now. What a absolute balls up this whole process has been but the guys in the new cannington store knew all about it and what to offer. And its been out long enough i dont think ill suffer another recall next week. Now just to watch the bill over the next month to make sure im not getting screwed.

Sam_D
by Valued Contributor
‎2016-10-12 10:06 PM

Hey @Chi89 - disappointing to hear of the inconsistent information via Chat. Our team in store are equipped with the latest information and will be able to walk you through your preferred option Smiley Happy

 

Not great to hear at all @Kazz224 Smiley Sad Very sorry that we didn't provide you with all of your options at the time.

 

You'll still be eligible, @thimo82 Smiley Happy If you run in to any problems just reach out to your friendly neighbourhood Moderator so we can check it out.

 

Correct @Ranger58 - this is the current offer. Considering the abnormality of the situation if you do decide to re-sign I'd recommend giving your local store a buzz to see what we can do in relation to the latest offer. We understand the potential risks and reiterate that as per the original release, customers should power down their device as a precautionary measure. All Note7 customers have been contacted by Samsung directly, though this blog and our team in store can also be utilised for information on processes specific to Optus.

 

@Nax998 - if you choose to recontract with an S7 Edge or S7, you're eligible for a $250 credit. At this stage you can also opt to recontract with an alternative handset though no additional credits will be applied. Cancellation of contract with no penalites is also currently available. The team in store are best equipped to walk you through all possible options specific to your service Smiley Happy Any updates to this information will be posted in the blog above, though as always any specific questions or feedback can be posted in a comment.

 

That is awesome news @Kristi23! We'll take care of the credit for you Smiley Happy No need to worry about anything on your end.

Rockdad83
by Contributor Rockdad83
‎2016-10-12 10:07 PM
@Sam_D it doesn't make sense, since when did phone plans ever increase over time? How can optus justify the huge increase in cost for an old phone?
Sam_D
by Valued Contributor
‎2016-10-12 10:08 PM

Good to hear we were able to hook you up with an alternative device @Note7boom Smiley Happy Thanks for keeping us updated.

Kristi23
by New Contributor Kristi23
‎2016-10-12 10:11 PM

Thanks heaps @S

Sam_D
by Valued Contributor
‎2016-10-12 10:11 PM

The prices aren't increasing @Rockdad83 - they've remained the same however there was a recent promotional offer which discounted selected rate plans for a short time. As with all promotions this was only available for a limited time and was unrelated to the recalls

Kristi23
by New Contributor Kristi23
‎2016-10-12 10:13 PM

Thanks heaps @Sam_D...  How long do we wait after recontracting before it will show on our account? 

Tenayah
by Frequent Visitor Tenayah
‎2016-10-12 10:16 PM

Sorry just isnt good enough. This whole fiasco has been dealt with horribly by optus and i will be ending my contract and heading to telstra tomorrow... im sure im not the only one either!

Note7boom
by New Contributor Note7boom
‎2016-10-12 10:19 PM

@Tenayah check out telstras prices before jumping too fast, very expensive with little data.

emm23a
by New Contributor emm23a
‎2016-10-12 10:25 PM

@Sam_Dif we recontract to a S7 or S7 Edge, will we be refunded our handset repayments that we've already paid as well as the $250 credit? Or is the $250 credit inclusive of the handset repayments we've already paid?

Rockdad83
by Contributor Rockdad83
‎2016-10-12 10:29 PM
@Tenayah yeah I'm with note7boom, telstras plan prices are insane. I went to check the pixel xl and it was 101 for 1gb. That's ridiculous!
AzzaR42
by Occasional Contributor AzzaR42
‎2016-10-12 10:34 PM

@Sam_D, For those of us who have already chosen and signed up for the iPhone 7 Plus, When stocks arrive will those of us who have been affected by the recall get special consideration when it gets allocated? Also for those of us who have either been left with no phone or other inferior device, how long are we forced to wait for stock while we are paying for these new contracts?

Rockdad83
by Contributor Rockdad83
‎2016-10-12 10:35 PM
To add to Emma's question as well @Sam_D will we be refunded insurance for the past two months as well? I plan on going into my Nowra store tomorrow so want to have as much info from you guys as possible before I go in.
beeza77
by Visitor beeza77
‎2016-10-12 10:44 PM

Hey Note7boom, just wondering what your thoughts are on the nexus 6p so far? Thinking of going with option this myself.

Seaeagles
by Member Seaeagles
‎2016-10-12 10:48 PM

@Optus Do we have to return the headphones only if they want to sterilizer them after there been used lol

Sam_D
by Valued Contributor
‎2016-10-12 10:50 PM

Hmm, I'm not too sure of the time frame just yet @Kristi23 - leave it with me and I'll let you know as soon as I have more info on that Smiley Happy

 

@emm23a both credits are applicable in that situation Smiley Happy

 

Hey @AzzaR42 - stock varies between makes, models and colours but also depends on the demand of that handset. While we'll do our best to minimise the time between the recall and receiving your new handset, shipments will be allocated based on when the order was placed. If your iPhone Plus is on backorder, handset repayments will automatically be credited to your account.

 

I'll have to confirm this, @Rockdad83 Smiley Happy I probably won't be able to get back to you until tomorrow afternoon so if the team at Nowra are able to answer this for you in the meantime let me know.

 

The headphones are all yours @Seaeagles :D

emm23a
by New Contributor emm23a
‎2016-10-12 10:57 PM

Thanks @Sam_D! So we don't have to do anything about the credits, they will just be automatically applied to our account?

wizabuff
by Frequent Visitor wizabuff
‎2016-10-12 10:57 PM

I have a question. If this is a manufacturer's recall and we are choosing a phone from the same company i.e the 7/7edge why are Optus asking us to recontract???

Note7boom
by New Contributor Note7boom
‎2016-10-12 11:22 PM

@beeza77 so far its good, awesome speakers, but taking forever to set up cause it cant use samsung smart switch. Lots of little different bits being a nexus, will take a few day to get used to it. 

Scott_M
by Valued Contributor
‎2016-10-13 06:20 AM

@emm23a The stores are handling the retrieval of the devices and have a process in place for the credits. They will be automatically applied to the account. It's a unique situation we are in, so rest assured if there is any issues and we can confirm receipt of the device, we can always help you out manually if required. 

 

@wizabuff A recontract is required for a new handset. There will be different handset repayments and other variables that require us to start from scratch with a new contract.

 

 

MRMPW11
by Member MRMPW11
‎2016-10-13 06:38 AM

Ok.

So i have done a lot of reading and at this stage i have two options. 

Buy a nexus 6p outright and then opt for a 40 sim only plan

Or spend twice as much for the google pixel on the same plan.

Either way i have an iphone 6 that i can borroe in the interim 

Muffyn
by Frequent Visitor Muffyn
‎2016-10-13 07:16 AM

Is it true that if you have a bill due on the current Note 7 plan in, let's say, a weeks time we cannot recontract till that bill is paid even though this issue is not the consumer's fault?

 

If it is true that forces the consumer to have to choose between using a potentially dangerous phone until they get paid/pay the bill, or without a phone completely (if they have no backup phone).

Zaldyp
by Frequent Visitor Zaldyp
‎2016-10-13 08:09 AM

So optus is offering $250 credit towards your account if you recontract to an s7 or s7edge but samsung is offering 450 gift card for s7 and 350 gift card for s7edge.

If i take samsung offer meaning i stay on my current plan which i signed up on wit a note 7, will i have problems when doing the new fone trade up in 12months?

Rodsnote
by Member Rodsnote
‎2016-10-13 08:45 AM

Hey @wizabuff my guess is they are just taking advantage of the situation.

charging higher handset repayments for a cheaper phone (7se) is rediculous,

Cjs
by Visitor Cjs
‎2016-10-13 08:53 AM

I don't want a different phone

I want a Note 7

The edge 7 doesn't even compare, less storage, smaller screen

Samsung should have taken their time to perfect the replacement note 7's battery so this wouldn't happen.

I am sooooo not happy that I have to have a phone I don't want & I will never go to a iphone

jayleeau
by Frequent Visitor jayleeau
‎2016-10-13 09:25 AM

@Optus, @Sam_D, i would like to know the answer to @Zaldyp question as this seems to be the ideal solution for me.

 

  • No new 24 month contract. 
  • Straight phone swap
  • 350 gift card for the troubles.
  • Change to Note8 or whatever when it comes out probably 10 months from now instead of 12.
Tenayah
by Frequent Visitor Tenayah
‎2016-10-13 09:34 AM

How do we e up samsungs offer? Do we end our contract with optus and take the refund for thr handset and insurance payments and then just do a new contract when the 8s come out? In the meantime  use the replacement from samsung? Or is that offer only for people who bought their phone outright; not on a plan? 

joshi
by New Contributor joshi
‎2016-10-13 09:38 AM

I am.interested in this too. Going with Samsung's offer and getting a new phone 

lilpocketrocket
by Frequent Visitor lilpocketrocket
‎2016-10-13 09:52 AM

i agree with @jayleeau solution, this is exactly what i'm after, and will definately escalate the issue within Optus or to the TIO to get a decent outcome, this fault issue is not the comsumers problem yet Optus seem to be capitalising on it.

Seaeagles
by Member Seaeagles
‎2016-10-13 10:25 AM

@Optus I don't like the idea I've gotta pick a plan that a bit cheaper with way less data than i was on so I can upgrade in 12 months on a higher plan just to upgrade my handset ..the thing is this isn't our fault that Samsung rush there product and not take the time to fix their problem  now where paying for something that isn't our fault that is Samsungs fault and where the ones who are paying the price.. we should be aloud to keep our plane where on NOW and upgrade our handset... if the note 8 comes out in 10 months where gonna what 2 months before we can upgrade that's just ridiculous we be missing out on the deals that comes with the note 8.. why because yous made us go on another plan that's  not fair

Funsky
by Occasional Contributor Funsky
‎2016-10-13 10:38 AM

I just got off samsung help line. They don't like to call it a recall but they will give on plan customers (if u insist)  $350 yo exchange note 7 to s7 edge. No impact on my 24 month plan? YES (at Samsung, Not Optus)0

joshi
by New Contributor joshi
‎2016-10-13 10:41 AM

@Funsky that's good news. But the question is will Optus honour the 12 month upgrade on this plan without a handset return?

emm23a
by New Contributor emm23a
‎2016-10-13 10:43 AM

Probably not because the terms and conditions state you must return the phone in good working condition. 

Tenayah
by Frequent Visitor Tenayah
‎2016-10-13 10:43 AM

Thanks @Funsky

Do we need to liaise directly with samsung for this to happen? 

And arent we better off ending our current plan with optus and taking the refund and starting a new sim only plan so then we can add the S8 onto it when they come out. No fees.

joshi
by New Contributor joshi
‎2016-10-13 10:45 AM

@Tenayah that's assuming you have a fone to go back to. For some people we would need a fone and a SIM both 

Danzemon
by New Contributor Danzemon
‎2016-10-13 10:45 AM

I just got back from visiting the optus store in tuggeranong and I want to give them Kudos for quickly sorting the recontract process out with the S7 Edge!

Tenayah
by Frequent Visitor Tenayah
‎2016-10-13 10:46 AM

Wouldnt we have the replacement s7 from samsung? @joshi

joshi
by New Contributor joshi
‎2016-10-13 10:49 AM

@Tenayah oh yes sorry got confused. What u say now makes perfect sense. If only we can get it through Smiley Happy

emm23a
by New Contributor emm23a
‎2016-10-13 10:49 AM

@Tenayah if you want to cancel your Optus contract, you will have to hand the phone back to Optus, so then you have nothing to swap with Samsung

Zaldyp
by Frequent Visitor Zaldyp
‎2016-10-13 10:50 AM

@Tenayah yea but our contract will state we have the note 7 instead of the s7 or s7edge. So what @joshi is asking is are we able to give optus the s7 or s7edge after the 12month period.

joshi
by New Contributor joshi
‎2016-10-13 10:50 AM

Hold On. But why would Samsung give us a free phone and cash in hand when we haven't even paid for the note 7?

Tenayah
by Frequent Visitor Tenayah
‎2016-10-13 10:50 AM

I thought that might be the hiccup. Doesnt the phone end up in Samsung's hands at the end of the day anyway? regardless of whether I give it to Optus or Samsung?

Seaeagles
by Member Seaeagles
‎2016-10-13 10:52 AM

@Optus was saying yesterday that you can upgrade your handset as long as the new plan is higher than the plan your on now.. as that is ridiculous it shouldn't matter if your plan is the same price  if you upgrade

Zaldyp
by Frequent Visitor Zaldyp
‎2016-10-13 10:54 AM

@joshi they will give you a free phone because it is samsung that has stuffed up and trying to mend their reputation and look after their customers. I hope this is the case.

Just waiting for Optus to reply and confirm.

Tenayah
by Frequent Visitor Tenayah
‎2016-10-13 10:58 AM

@Zaldyp so my thought was that we end our optus contract witht the Note7 now and take the refund for handset payments and insurance and start a new sim only plan with no phone attached to it. We hand out Note 7 back to Optus/Samsung - surely they all end up in a dump anyway, and we get the replacement offered by Samsung with the giift card. Then when the new samsung comes out in Feb/March or whatever we can add that to our sim only plan. 

There must be some issue why we cant do this but i think it would be the best option 

Rockdad83
by Contributor Rockdad83
‎2016-10-13 10:59 AM
I'm still so confused. Going into optus later today, will let everyone know what transpires. I really don't want the edge and want to wait for the LG v20 but the credit is enticing and I could probably put up for the edge for 12 months but I feel samsung should cover the 99 early upgrade to the new not next year
cbourke
by Frequent Visitor cbourke
‎2016-10-13 11:06 AM

So I've just been in contact with Samsung live chat to check on their offer as well... They confirmed we can switch the Note 7 directly with the S7 edge with no change in the optus plan, and receive a $350 gift card. However the gift card can only be used on things like apps, games and ebooks, but NOT anything like Samsung headphones or phone cases! That's pretty much a waste on me as I hardly ever make any in-phone purchases, and I can’t imagine anyone finding value in $350 worth of just apps and games? Maybe the $250 account credit with Optus would be better as that's actually money saved on the phone plan.

 

Also I'm considering about if we want to do an early upgrade to the S8 or Note8 sometime next year and Optus didn't process our actual switch to the S7 edge, that could easily cause issues (even though it shouldn't)...

Zaldyp
by Frequent Visitor Zaldyp
‎2016-10-13 11:07 AM

@Tenayah Slight complication with your plan as to cancel your contract you will need to hand over the phone to optus.

To get the S7 or S7Edge from Samsung you will need to hand over your phone to Samsung.

 

So in other words, Samsung is offering you a replacement phone (Either S7 or S7Edge) and offering you a gift card, but they require you to hand over your Note 7. But doing this way, you stay on your current contract that you signed up with Optus for the Note 7. 

 

What we are waiting to hear from Optus is if taking up Samsung's offer, will that void our chance to the trade up offer at 12months.

Tenayah
by Frequent Visitor Tenayah
‎2016-10-13 11:16 AM

thanks @Zaldyp that makes sense. 

 

If we were to take up Samsung's offer (which now sounds horrible seeing as it is only a gift card for apps etc) then we are still paying Optus for a Note 7 that we don't have? and paying the higher handset repayments etc? That sounds like a rip off and like we would be better of re-contracting with Optus. 

 

I think either way - we are all at a major loss and going to be stuck with a phone we dont like, in a 24 month contract with no chance of changin to a new phone until 12 months is up... sounds like a lose-lose-lose situation to me. 

 

Perhaps we are better off waiting, with our explosive phones in hand, until Optus/Samsung pull their finger out of their a** and come up with a better option?

jayleeau
by Frequent Visitor jayleeau
‎2016-10-13 11:35 AM

@cbourke, what sort of voucher did Samsung say it was?

cbourke
by Frequent Visitor cbourke
‎2016-10-13 11:44 AM

@jayleeau when I asked for clarification they just said it can be used on 'app, games and ebooks' and not other Samsung accessories or anything. What a ridiculous offer!

jayleeau
by Frequent Visitor jayleeau
‎2016-10-13 11:50 AM

@cbourke, if that is the case, that definitely is a crap offer. 

Let's hope that Samsung employees are also not up to date with whatever the company is offering...

Krystark
by New Contributor Krystark
‎2016-10-13 11:53 AM

Im also considering s7 edge at the moment however as many of us already mentioned, why should  note 7 owners be tied to a recontracted plan even if we stay loyal to samsung when it wasnt us who messed up in the first and and even second place. Lol. We should have an option to upgrade if we wish to once new samsung phones are released. Also, the $99 trade up fee should be waived.

 

 

Dave
by RetiredModerator Dave
‎2016-10-13 12:01 PM

@Zaldyp - taking up this offer directly with Samsung will void your $99 upgrade option. The device you hand back into Optus will need to be the same handset as what you were initially contracted to. If you take up the void of your current contract and recontract for a new device through Optus, the upgrade option will be available.

joshi
by New Contributor joshi
‎2016-10-13 12:03 PM

@Dave the only problem with that is the S8 being a few months away we should have the option of jumping ship sooner than 12 months without having to pay any penalty. Why can't we be handed over those loan devices which we have returned until the S8 comes?

Seaeagles
by Member Seaeagles
‎2016-10-13 12:06 PM

I think @Optus should make that $250 available to everyone shouldn't matter what plan or handset you choose just for been loyal to @Optus so people don't leave to go to another service provider 

Zaldyp
by Frequent Visitor Zaldyp
‎2016-10-13 12:07 PM

@Dave It seems like Optus is putting the blame on the consumers. Why is Optus making the consumer wait another 12 months after spending 2months already under contract and have their phones taken away from them and told to recontract with an outdated phone?

Tenayah
by Frequent Visitor Tenayah
‎2016-10-13 12:08 PM

Well the 'supervisor' whom I spoke with last night at Optus over the phone (whom is supposed to be calling me back today) said that she would be getting me a loan phone... let's see how that pans out!

It still hasnt been confirmed (after my discussion with Samsung through live chat yesterday) whethr they will be releasing new Note 7's

Krystark
by New Contributor Krystark
‎2016-10-13 12:09 PM

I just checked optus phone plans and Im wondering why the hell is the $104 15gb note 7 plan I am right now is $105 for the s7 edge? Can someone explain why a 7 month old phone with less features with no s spen and smaller than the note 7 is a dollar expensive.

Dave
by RetiredModerator Dave
‎2016-10-13 12:13 PM

@joshi I've seen that feedback quite a bit and can definitely see where you're coming from. I'll ask the question and come back to you if anything changes. For the moment though, it'll be 12 months from the start date of the new contract.

 

 

 

JasK93
by Frequent Visitor JasK93
‎2016-10-13 12:14 PM
I agree with @Seaeagles - please step up your game Optus and realise you will have a lot of long term customers jump ship if you make us wait out the 24mnth/12mnth contracts (which will be recontracted). Amendments/endorsements can be made to contracts so long as both party agrees so I'm not sure why we aren't seeing some movement/flexibility here. I'll wait it out a bit longer before I decide what I'm going to do as I seem to get better results once everything dies down a bit (as with Note7 ver1 I waited 5 weeks to return my device, I recieved my Note7 ver2 5 business days after which was fantastic).
joshi
by New Contributor joshi
‎2016-10-13 12:16 PM

@Dave thanks Dave . Otherwise a lot of folks will go byo and wait for a good fone to hit the market and then it becomes anyone's game to get that customer. Surely Optus marketing and sales can understand this.

Ranger58
by Member Ranger58
‎2016-10-13 12:17 PM

So now my question is, yesterday I handed back my Note 7 to the Bourke St Store in Melbourne. So how long will it take for my account in the optus app to show I am not locked into this contract till 2018?

Seaeagles
by Member Seaeagles
‎2016-10-13 12:21 PM