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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
joshi
by New Contributor joshi
‎2016-10-12 12:55 PM

@Seaeagles you end ur note 7 contract without paying any fees. Go month on month with any sim or carrier of your choice and buy a phone outright or use an old phone.

Seaeagles
by Member Seaeagles
‎2016-10-12 12:58 PM

Don't like the sound of starting all over a gain since it's not our fault that Samsung didn't take their time fixing the problem.. the new contract should start the day we got out note 7 

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

or we should be allowed to exit our contract early upon the release of a new samsung... we arent asking for that much are we? 

Seaeagles
by Member Seaeagles
‎2016-10-12 12:59 PM

Thanks @joshi that sound better than starting all over a gain 😀

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

sorry, *upgrade early

Anexias
by Member Anexias
‎2016-10-12 01:00 PM

Can someone please tell me what month to month is? Haha

Seaeagles
by Member Seaeagles
‎2016-10-12 01:05 PM

I wish I could buy a phone.out right.. I gave my son my note edge don't think he'll give it back since he's a tight ass lol I'll be losing a lost battle with him lol looks like I'very got no other choose to take up another contract 

Zaldyp
by Frequent Visitor Zaldyp
‎2016-10-12 01:05 PM

@Dave just curious. if we recontract to the s7edge and stay on it for 9months which in turn correspond to maybe note8 coming out in august or september 2017, are we able to use the 250credit to pay for the 3months to make 12months to take advantage of the trade up

Ranger58
by Member Ranger58
‎2016-10-12 01:06 PM

@AnexiasMonth to Month Means you have no Phone from Optus so you pay for the Plan only (No Phone charge) and as Optus has no early exit fees (Only ever have to pay for the remaining cost of the Phone) you can leave at any time with no penalty

Seaeagles
by Member Seaeagles
‎2016-10-12 01:08 PM

I've borrowed my partners s7e can't wait to give it back lol atm I've already downgradedone for a couple of days hahaha

Ranger58
by Member Ranger58
‎2016-10-12 01:22 PM

 

This is the biggest Bugbear I have with this situation is, Samsung and all the Telcos have mandatorily decided that the S7E is the best fit as far as a replacement goes. Hate to break it to you, we are not Iphone users and you are not Steve Jobs, you can't tell me how I use my phone or which features I need to make use of.

 

As an example I am using my Note 2 over the S7E because I heavily rely on the Stylus, why is the Note 5 not Available with the credit (and not at $84 for 3.5gb), that’s what I would probably switch to over a S7E.

Nghi
by RetiredModerator Nghi
‎2016-10-12 01:25 PM

@Anexias Once you cancel your existing Note 7 contract, you can move over to our SIM only plans here. No phone included, just a SIM with call and data inclusions.

@Zaldyp The $250 credit will appear on your account and will be used towards any plan charges/bills. The $99 trade up offer requires you to wait 12 months before it can be activated. It's not possible to pay extra to make it any sooner.

Zaldyp
by Frequent Visitor Zaldyp
‎2016-10-12 01:38 PM

@Nghi well that is what an optus store representative have told me and also advised me to do?

So again we are having problems with communication with Optus giving different information

kirst-mc
by Occasional Contributor kirst-mc
‎2016-10-12 01:41 PM

Whilst I feel sorry for Optus staff on here and also my local store (who 2 hours ago still were not up to speed and offered me $100 to sign a 24mth contact with a S7) the frustration to scream at someone over this is real. It seems Samsung are trying to dig their way out of this hole and Optus seem to be taking more a "stiff s**t" kinda approach. Great way to keep loyal customers Man Mad

jb182
by Visitor jb182
‎2016-10-12 01:52 PM

Have just been into local optus store to recontract to an s7 edge with $250 credit. The lady who served me told me it was only $100 in credit so I showed her this page and she called her area manager who knew nothing about the $250 credit either. The staff member who served me was as helpful as she could be and I'm not blaming her at all. Optus needs to sort themselves out and communicate with their stores. Im already not happy about having to recontract for 24 months with an older phone for the same monthly payment, but I also can't afford to buy a phone outright. I just want these months of disruption to be over and I've settled for the s7e but I can't even sort it out today I have to wait even longer and waste even more of my time. 

Nghi
by RetiredModerator Nghi
‎2016-10-12 02:01 PM

@Zaldyp I'm sorry you're getting conflicting information Smiley Sad The $250 credit will sit on your account and depending on which plan you choose could be equivalent to 3 months of plan charges. But you'll still need to wait the full 12 months before you're eligible for the trade up offer.

@kirst-mc We appreciate your understanding. This is a constantly evolving situation and we're doing our best to make it easy for our customers to hand in their Note 7's and choose options moving forward.

@jb182 The information about the $250 credit is available internally for staff members. New information is coming out all the time and some staff members may not be across all current offers yet. Once you re-contract we can followup with our billing team to make sure the correct credit is applied.

Teenld
by New Contributor Teenld
‎2016-10-12 02:21 PM

Is there a credit being offered for those who are recontracting and downgrading to the older Note 5. I love the Note 7 but after having problems with my replacement with severe overheating and rapid battery discharge even my third Note 7 doesn't feel safe. I didn't like my loan s7edge much and missed the s pen. The Note 5 seems like my only option but still disappointing. Why are the $250 credits only being offered to those upgrading to s7 and s7edge and not to other Samsung products. 

Kazz224
by Frequent Visitor Kazz224
‎2016-10-12 02:26 PM

I got told i have to call customer service to cancel my contract, and unable to do it in store. Is this true?

Kristi23
by New Contributor Kristi23
‎2016-10-12 02:27 PM

@Nghi i recontracted yesterday to the s7 edge and the staff told me the credit would happen automatically but they didn't know when, is this the way it works or will it need to be followed up with the billing team? 

Cjs
by Visitor Cjs
‎2016-10-12 02:29 PM

Hi Note 7 users.....

I just got a replacement phone S7 with $450 visa card coming with it as they are offering, that way I can go to optus & do a month to month till the new Note 8 comes out.

I am choosing to put up with this as I have been a 15 year loyal Optus customer but seriously Optus you need to get your game on & listen to your customers as we are the ones that REFER people/new customers to you.

I have refered many people to you & if you don't treat your customers right we can ultimately damage your reputation.

I love my Note 7 & expect better from Samsung as I have had Samsung for many years.

Fuseion
by Occasional Contributor Fuseion
‎2016-10-12 02:31 PM

@OptusIf I keep my Note 7 which im perfectly happy with can I do the $ 99 trade up in 12 months ?

 

 

Tenayah
by Frequent Visitor Tenayah
‎2016-10-12 02:32 PM

@Cjs what is happening with your existing contract with Optus? who did you return your Note 7 to?

joshi
by New Contributor joshi
‎2016-10-12 02:38 PM

@Cjs very interested to know how u get out of the Optus contract before 24 months.

Andrew21
by Member Andrew21
‎2016-10-12 02:39 PM

@Cjs how are you going to go on a new contract (month to month) if you havent cancelled your cureent contract (the one you're paying now for the note 7)? 

Nghi
by RetiredModerator Nghi
‎2016-10-12 02:41 PM

@Teenld The $250 credit is only applicacble if your move to a S7 or S7 Edge handset for the moment. It doesn't apply to any other handset Smiley Sad

@Kazz224 To cancel your current Note 7 contract you'll need to hand in your existing handset. This needs to happen in store.

@Kristi23 The standard time-frame for promotional credits to appear on account are within 3 billing cycles. It is automatic but if it doesn't appear by the 3rd bill then we can investigate further.

@Cjs We apprecaite your decision to remain with Optus on a month to month contract. We're trying to accomodate customers as much as we can given the situation that's been presented to us.

@Fuseion We do not recommend you keep your existing Note 7 handset. Please return it to your nearest Optus Store and work through the available options.

joshi
by New Contributor joshi
‎2016-10-12 02:44 PM

@Nghi you missed an important point when replying to cjs. How does one move to month on month without handing over the phone. If that is possible I am going to the store now!

Rockdad83
by Occasional Contributor Rockdad83
‎2016-10-12 02:44 PM
450 visa?! What the hell! I just went into my store and they said I will get 250 credit onl if I hand in the note 7 and all accessories for the edge . Can a moderator please confirm if I have to hand in all my accessories and seriously give us a bloody straight answer on exactly what we are entitled to!!! First it was a 350 samsung gift card on the app store, then 250 credit on your bill and now apparently a visa card to spend on what ever you want? Like above I'm also a 17 year optus customer and this is getting really frustrating
jayleeau
by Frequent Visitor jayleeau
‎2016-10-12 02:45 PM

@Nghi, so with @Cjs 's result of getting a visa card + getting the replacement directly from Samsung and not Optus,

What happens 10 months from now when we should be eligible for a new phone tradeup for $99? 

We wouldnt have the Note 7 to trade in with (of course) but would have an official replacement S7 or S7edge.

Would we be able to hand the S7 or S7E in instead of the Note 7?

joshi
by New Contributor joshi
‎2016-10-12 02:48 PM

@jayleeau not legally unless Optus makes an exception somehow. I am interested in hearing more from cjs.

Nghi
by RetiredModerator Nghi
‎2016-10-12 02:52 PM

We'd have to wait for @Cjs to confirm where they returned their Note 7 and who offered the Visa card. That is not a standard offer Optus have at the moment.

 

The current process is for affected customers to surrender their Note 7 to an Optus Store and have original contract cancelled. Then you're free to move to any current in market offer or SIM only plan. 

 

@jayleeau Generally speaking, to be eligible for the trade up offer, you'll need to hand back the phone which was provided under the contract. We'll check model and IMEI details.

Tenayah
by Frequent Visitor Tenayah
‎2016-10-12 02:56 PM

I am talking to Samsung at the moment. They have just confirmed I am eligible for the S7 replacement and $450 gift card (S7E gets $350 and S7 gets $450). I have jsut asked what kind of gift card, and whether I can return my Note 7 to Optus so that I can end that contract. I will keep you all updated. 

joshi
by New Contributor joshi
‎2016-10-12 02:59 PM

@Tenayah thanks pls keep us posted and if successful I am jumping on that ship today. Where donu contact them ?

Cjs
by Visitor Cjs
‎2016-10-12 03:00 PM

Hi

Samsung pick it up & give me the new S7

They have stated we can go on the month to month plan or if you take your Note 7 to Optus you pick a phone & go on a contract or month to month

I WANT SOME CASH FOR THE INCONVENIENCE SO I WENT TO SAMSUNG 

Ring them    1300 362 603

It is a call center in the Philippines so they are purely there to help you get a new phone, they aren't equipped for every question that I had......

Tenayah
by Frequent Visitor Tenayah
‎2016-10-12 03:00 PM

i just googled 'samsung live chat' and am doing it through there... much easier when you are trying to sort this out at work. He has confirmed that the gift card is a visa gift card which can be used anywhere that accepts Visa. basically everywhere

 

Ranger58
by Member Ranger58
‎2016-10-12 03:00 PM

So I am sure I am Not the Only one but I have just gotten off chat with Samsung, and they have said they will look into getting Credits applied to changing to a note 5 (No guarantees) but if you are interested in this it may pay to also hit them up on their chat or in store. Maybe if a large number of us ask for this they may do something.

 

 

nigelw
by New Contributor nigelw
‎2016-10-12 03:01 PM

Gawd, another 75km trip to town, lets hope mine does not catch on fire until i need to grocery shop again. this is very frustrating and while $250 covers the step down in phone, it does not cover the screen protector ($50 .4mm zues glass) $39 beatle armour phone cover or the 75km each way trip x2

While the s7e is arguably the best phone available, its frustrating knowing i have held far better in my hand for an interupted 2 months, the next best two phones are telstra exclusive (pixel and sony xz) and you guessed it, I live in the only area on the planet where telstra is non existent signal and optus is full bars. Switching to Apple will make me lose a conciderable amount of music and apps, besides, why settle for the 4th best phone available?

Anyway, purpose of this post is simply to make it easier to find via email notification, yes i could just bookmark to favourites but that does not anoy anbody getting them to read a pointless post.Cat Very Happy

Cjs
by Visitor Cjs
‎2016-10-12 03:02 PM

I got $450 as I am getting the S7

It's a VISA DEBIT/GIFT CARD

Zenny
by Frequent Visitor Zenny
‎2016-10-12 03:04 PM

just got off the phone with samsung and optus, asked if i take samsungs offer for a s7e + $350 visa gift card, would i be able to still trade up in 12 months time with it, Optus advised me i would still be able to, just need to call up and give them the information about my new phone once i have it on me so they can update their records.

so i get the new s7e with out having to recontract, works out better than the offer Optus is givng us. 

Cjs
by Visitor Cjs
‎2016-10-12 03:06 PM

@nigelw 

That's why I went for S7 with $450 visa debit card to purchase screensaver & case & some other stuff like optus bill......

 

joshi
by New Contributor joshi
‎2016-10-12 03:07 PM

Very interesting updates. Only thing left is to close the legal loop with Optus who are trying to stuff us up by returning the damn fone to them and close the contract.

Rockdad83
by Occasional Contributor Rockdad83
‎2016-10-12 03:07 PM
Can someone just tell me above please who you organised the visa through please
joshi
by New Contributor joshi
‎2016-10-12 03:09 PM

Can some.mod pls confirm that this can be done? That is updating the contract with a s7e?

smorgiie
by Member smorgiie
‎2016-10-12 03:12 PM

So if I contact samsung I can return my phone through them and get a s7edge and a $350 via gift card. How do I then cancel my contrac with optus and go month to month? As I much prefer that option of getting a s7 edge from samsung then going month to month with it. @Cjs

emm23a
by New Contributor emm23a
‎2016-10-12 03:13 PM

I have been into the Samsung store twice and they will not deal with me. They said I have to do it through Optus

Tenayah
by Frequent Visitor Tenayah
‎2016-10-12 03:13 PM

when i asked if i could get the Note 5 instead of the S7 i got this "If you want a different Samsung model, the best option that you could go to would be to seek a full refund to purchase your preferred model or device."

when i asked if i can give the note 7 to optus so that they can end my contract i got this "Also, you don"t need to cancel your contract, you may just inform Optus that you have seek remedy at Samsung so that they will be aware." to which i responded with "I need to end my contract otherwise i will need to keep paying for the Note 7. the only way i can end the contract is if i give them my Note 7" and he is now seeking clarification... 

Zenny
by Frequent Visitor Zenny
‎2016-10-12 03:13 PM

@Rockdad83 samsung does it all, they said itll be sent through the mail, note sure with the phone or sepperate. 

@joshi i called up customer care, the lady there put me on hold for a long time while she went to find out if it could be done, when she came back she was 100% positive i could do it that way.

Zaldyp
by Frequent Visitor Zaldyp
‎2016-10-12 03:17 PM

This is what i had asked previously, if i go with samsung offer for a s7edge and gift card.

 

If you want to cancel your contract with optus, you will need to hand over the note 7 to them.

 

If you want to do the Trade up offer of $99 you will need to hand over a note 7 as that is what your contract will say if you didn't cancel your contract.

 

If you take samsung offer, it voids you doing the trade up offer after 12months.

 

How can you cancel your contract with optus and get an s7edge from samsung if there is only 1 note 7 being returned?

Tenayah
by Frequent Visitor Tenayah
‎2016-10-12 03:19 PM

@Zaldyp i currently have someone at Samsung trying to clarify this for me - i asked him if i would be able to return my Note 7 to Optus so that they can end my contract instead of returning it to them. but still taking up the offer of the replacement and the gift card. 

once i hear back from him i will let you all know. 

Andrew21
by Member Andrew21
‎2016-10-12 03:20 PM

@Zenny so you swapped the phone with samsung and kepping your current contract, however you are able to swap the s7 with optus with the 99 trade up offer?  

joshi
by New Contributor joshi
‎2016-10-12 03:20 PM

@Tenayah make sure u confirm that with Optus as ur contract is with them.

joshi
by New Contributor joshi
‎2016-10-12 03:21 PM

Only go with the Samsung offer if you have an agreement with Optus in writing else it is all herrsay and contract is binding.

Dave
by RetiredModerator Dave
‎2016-10-12 03:23 PM

Just on the Samsungs offer of the Visa gift card...

 

We've been advised that this is only an offer for customers who purchased their handset outright, not for those who have purchased on a contract. Unsure if those of you who have received the offer were outright purchases?

 

In addition, the $99 upgrade fee after 12 months is only available if you return the same model device as what you were provided by Optus on the contract that you're trying to upgrade from.

Tenayah
by Frequent Visitor Tenayah
‎2016-10-12 03:23 PM

If i still give Optus my Note 7 and end the contract (as per the option they keep relaying to us) and then join a month to month plan then I dont see there being any issue there? it just depends whether Samsung allow this or not.. 

Andrew21
by Member Andrew21
‎2016-10-12 03:26 PM

@Tenayah if youre giving the phone into optus and cancelling then samsung doesnt have to do anything. You gave the phone back already

Nax998
by New Contributor Nax998
‎2016-10-12 03:28 PM

My contact says I get a note 7...I'm not going to void the contract by taking an inadequate alternative.

 

Once again, I keep reading multitudes of different information...I still don't understand much of it...and from what I see here, nobody else, including many Optus store's, does either.

 

I'd be happy to take a loan phone (I'm guessing you have loads of them) until a suitable alternative is available, until then, I will have to keep using the note 7.

 

Can you give us an official link that explains our options?

 

Rockdad83
by Occasional Contributor Rockdad83
‎2016-10-12 03:33 PM
Just talked to samsung and they confirmed visas are only for people who bought the note 7 outright. So it looks like 250 credit on plan for s7 and edge Hand in note 7 and all accessories and sign new plan We can upgrade to new samsung in 12 months time for 99 dollars ( although I think that should be on samsung) Not ideal but I'm honestly over it and the edge is as close to the note 7 as I'm gonna get. Thanks to the mods again and my Nowra optus store especially for being straight onto it this time round. I'll be in tomorrow to do the exchange.
Zaldyp
by Frequent Visitor Zaldyp
‎2016-10-12 03:33 PM

@Tenayah was just talking to a samsung on live chat, they just told me that the note 7 will be sent directly back to Samsung since we will be providing the remedy and not Optus.

meaning if it goes to samsung, there is no way of cancelling the contract with optus.

joshi
by New Contributor joshi
‎2016-10-12 03:35 PM

Also folks there is no need to return the accessories. Pls rebuff those stores which ask you to.

Ranger58
by Member Ranger58
‎2016-10-12 03:35 PM

Have to say this is now getting a bit Silly.

Samsung made the mistake of not fixing the Note 7 when they had the chance, however when I view what is going on here and talking to other note users I know.

Everyone is understanding and appreciative of the efforts being made on Samsung’s behalf and yet at the same time everyone is truly annoyed with how the telcos are handling it, wants more Optus seems to be getting the most negative responses out of all the telcos.

Way to go Optus you are now the poster child for a issue you had no hand in making.

Dave
by RetiredModerator Dave
‎2016-10-12 03:38 PM

@Nax998 Your options are listed on page 1 of this blog.

 

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.

Zenny
by Frequent Visitor Zenny
‎2016-10-12 03:39 PM

@Andrew21 yep, thats what i was told over the phone with optus, just need to update them with the new phones imei number and serial number and such so they adjust your handset contract information. 

 

@Dave  I told Samsung mine was with a contract on optus, they just told me theyre unable to offer me a full refund but the visa offer still stands.

Dave
by RetiredModerator Dave
‎2016-10-12 03:44 PM

@Zenny Updating your IMEI with us has no impact on your contract unfortunately. Your current monthly payments (including the handset repayments) will remain as is. Updating the information on our end only gives us visibility of the phone you're using. Also allows us to place a block on your phone if lost/stolen as this is done based on IMEI.

 

Interesting that it's still being offered to you - different from the information we received and some others here have also said they were told it's not for contracted handsets.

Zaldyp
by Frequent Visitor Zaldyp
‎2016-10-12 03:44 PM

 @Dave is @Zenny option possible? Are we able to just update Optus with the new phone imei number and serial number? This would mean staying on the current plan and just updating information? Would this than not void the trade up offer in 12months?

Zenny
by Frequent Visitor Zenny
‎2016-10-12 03:48 PM

@Dave the women on the phone at optus after she went to find out, told me the $99 upgrade would still be fine to do after 12 months. if this isnt the case, also with samsung not giving me the gift cards, is there a time frame id be able to hand back the s7e and just cancel my contract? its all conffusing right now and everyones giving diffrent info Smiley Frustrated

Teenld
by New Contributor Teenld
‎2016-10-12 03:48 PM

Why is the Note 5 not given the credit. Its an even older model phone. For almost the same monthly plan cost with 15GB as the note 7. Are optus going to look into the possibility of including the Note 5 in the credit deal or are they just trying to get rid of all the 1000s of s7 and s7 edges they now have that were loan phones.  I've already chased up a Note 5 that is being sent to my local store.  It seems like those of us that act quickly are penalised as the deals and offers and processes keep changing without anyone being informed. 

Rockdad83
by Occasional Contributor Rockdad83
‎2016-10-12 03:59 PM
@Zenny I was told the complete opposite. I honestly don't think samsung are doing enough here.
Zaldyp
by Frequent Visitor Zaldyp
‎2016-10-12 04:00 PM

@Optus@Dave

Can i remain on my current note 7 plan but hand my phone in? I can use a replacement phone in the meantime.

 

If i hand it to samsung and get d details updated, am i able to still able to use the trade up option or is that voided?

 

If i return the note 7 to optus and stay on my current plan am i able to use the trade up option after 12months since i already handed the phone in?

Frocker
by New Contributor Frocker
‎2016-10-12 04:02 PM

@Teenld totally agree that those that act early and try and do the right thing get penalized ..... Smiley Sad

DayBlossom88
by Member DayBlossom88
‎2016-10-12 04:35 PM

I doubt the ones that don't hand their Note 7s in will be able to use them for long. No doubt Samsung will make an automatic software update so like the first Note 7 these ones not handed in will probably end up not being able to charge fully in time and slowly keep having automatic updates so battery goes down until you can't charge it at all. Then those ppl will have no choice but to hand their Note 7s in

 

On another note. I would like to give thumbs up to Booval Fair Optus. Got my new phone and plan today and handed my Note 7 in with no problems.

Sam_D
by Valued Contributor
‎2016-10-12 04:41 PM

This isn't our official process so I wouldn't recommend it, @Zaldyp. If Samsung are willing to extend their offer to you then we have little control over this, however if you attempt to trade in the replacement handset once you're eligible for New Phone Trade Up, there will be issues as the original handset must be traded in which would no longer be available to you. If anything changes regarding this process, this blog will be updated as soon as possible.

 

@Zenny are you able to PM me with your account details so we can ensure that we're giving out the correct information in the future? Just to confirm - have you already received the Edge? As above, we can't control whether or not Samsung extend their offer to you though there will undoubtedly be issues in the future if you try to take advantage of the New Phone Trade Up offer.

 

This blog will continue to be updated as new information becomes available, @Teenld. I won't rule anything out for the future though right now it's just the S7 Edge and S7 that's eligible for the credits. Apologies if this is a bit vague, we're trying to be as proactive as possible however as this whole situation was very much unforeseen we're doing our best to source the best solutions for everyone affected.

 

That's great to hear @DayBlossom88 Smiley Happy Thanks for letting us know how your visit with the Booval team went!

Ranger58
by Member Ranger58
‎2016-10-12 04:44 PM

Yes acting early may save you from a fire but you get penalised in other ways. And the thing that annoys me is no one is really asking for anything far-fetched.

Optus you say you want to keep us as customers that’s good because most of us would prefer to stay with you all we need is a small number of things.

1.Allow us to receive credit on the Note 5 as well as the S7 range, they are different phones for different markets. Its like a car company saying "yeah we have to take your ute back but will give you any of our hot hatches in return" its frankly ridicules.

2.Either allow us to stay on our current plans (too late for me) or allow us to move to the Note 8 in 10 months’ time (if it comes out). Even if you keep a percentage of the credits to pay for the early termination (lets face it say the handset payment is $22 a month so hold $50 of the credit to cover that charge.

All customers on the Note 7 plan (you know "Bdl Note 7" plans) should be contacted and clearly be made aware of these choices.

Trust us coming in here and typing the same stuff over and over again is just as old for us as it is for your support staff. Please lets come to some compromise so we can all get on with our lives.

joshi
by New Contributor joshi
‎2016-10-12 04:48 PM

@Tenayah any updates from you yet

Tenayah
by Frequent Visitor Tenayah
‎2016-10-12 04:52 PM

Nah I am still waiting on calls from Samsung and Optus..

I phoned my local store just before to see what their position is and they said they could give me a loan s7 while waiting for iphone7plus to come in but whatever phone i choose it will need to be a new contract blah blah. And they are only aware of a $100 credit, not $250

Tenayah
by Frequent Visitor Tenayah
‎2016-10-12 04:54 PM

When i was speaking with samsung he had told me that even though my note wasnt bought outright i was still eligible for the replacement and gift card but he was going to confirm everything and get back to me. 

joshi
by New Contributor joshi
‎2016-10-12 04:55 PM

@Tenayah ok keep us updated here. Also ru still talking with the Brisbane Queen St store by any chance. It's the nearest from my work.

Tenayah
by Frequent Visitor Tenayah
‎2016-10-12 05:00 PM

Nah I called Wynnum. The optus lady who i had spoken to last night was going to contact the queen st branch though today and get back to me. I also work in the city and that is the easiest option for me but after my experience yesterday and not to mention the wait i am not keen on going back unless i have to.

joshi
by New Contributor joshi
‎2016-10-12 05:01 PM

@Tenayah I hear ya. Unfortunately it's either the city one or the Chermside one and both of the them are equally bad. I had the worst experience in Chermside one so never going back again. So City it is Smiley Sad

jayleeau
by Frequent Visitor jayleeau
‎2016-10-12 05:03 PM

It seems true that "Samsung Customer Care" and not the retail stores are offering a replacement

 

  • S7 Edge with a $350 Visa Gift Card
  • S7 with a $450 Gift Card

So @Sam_D, the only question that remains is the $99 New phone offer after 10 months from now.

The reason I am worried is that even though that noone should keep the Note7 for the next 10 months to return to Optus for that offer, i know @Optus's system and information flow within the company isn't really fluid to be able to accomodate this. 

So what I am looking for is some sort of written confirmation to take on "Samsung Customer Care's" offer.

 

This should be a win/win for optus considering I stay with Optus, shouldnt't it ?

joshi
by New Contributor joshi
‎2016-10-12 05:06 PM

@jayleeau it is indeed a win win if only Optus heard us and Rose to the occasion. @Optus@Dave

cwh
by New Contributor cwh
‎2016-10-12 05:07 PM

Guess I will have to bite the bullet and return the replacement Note 7 back which is working perfectly fine, not warm up of heating up nor losing battery power etc...

 

I will not re-contract to other handset as I can go back to my old Note 4 until Samsung fix their production problems

 

So the only option for me is to cancel the current contract and move to month-to-month

 

But, will I get any compensation for Contract Early Upgrade Fee (old "My Plan" which had 2 months left with Note4) and first instalment of Note7 handset repayment?   they add up to about $133!!!

 

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Wheelin
by Frequent Visitor Wheelin
‎2016-10-12 05:08 PM

I am at the samsung shop in Chermside right now and they didnt want to tell me about the gift card. When i asked them about it they saod they had read about it but thwy were not doing at ans it is up to optus to come up with something that we are happy with. 

Nikonko13
by New Contributor Nikonko13
‎2016-10-12 05:09 PM

I already hand my note 7 in optus store i got s7 its really small haha but will upgrade when note8 come and i got $250 credit 😀

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

@Wheelin I went there last time during the recall and they very mockingly brushed me aside as being a Optus customer . Not many good folks around in the stores now a days.

Rockdad83
by Occasional Contributor Rockdad83
‎2016-10-12 05:17 PM
@cwh i asked my store today as like you I had to pay the rest of my my note 4 off . They said that taht was my decision to end the contract early and they wouldn't compensate. So it's my fault I ended up with a faulty phone twice?!! If I signed a new contract now instead of 2 months ago , i would have saved 160 dollars , because I wouldn't have ended the contract so early.
Rockdad83
by Occasional Contributor Rockdad83
‎2016-10-12 05:26 PM
After thinking for a bit I think I will seek further compensation as I feel I'm really getting a pretty poor deal here. I ended my previous note 4 plan early which cost 280 dollars I paid two months worth of insurance for a faulty note 7 15 dollars X 2 I've paid 2 months of handset fees for the note 7 I've had to update a few hundred apps for 3 and going to be 4 phones in two months when I get the edge replacement again. Bought a note 7 case, now useless. Not to mention the time wasted on calls to optus and samsung ,online chats and driving to my optus store 5 times over the two months. And all I'm getting is a 250 credit on my phone plan? When I break it down like that, it really doesn't look good
Cjs
by Visitor Cjs
‎2016-10-12 05:37 PM

@Rockdad83

@joshi

@smorgiie

@emm23a

@Andrew21

@Zaldyp

So I rang optus to confirm I can take my phone to samsung to get the $450 visa card with the S7 & the girl said yes & then go to optus to cancel contract.

I will be going month to month with optus till the new Note 8.

It is our given right to do this as its faulty & to take it to samsung for a new phone & cash for nothing is AWESOME

Optus can not stop us from doing this as it is faulty. We are not forced to take it back to Optus only.

Recap - We can take our NOTE 7 to SAMSUNG to get the benefit of the inconvenience & then go to Optus to cancel contract.

Note7boom
by New Contributor Note7boom
‎2016-10-12 05:39 PM

I know it's a crap situation but remember this isn't optus's fault, they didn't make a faulty phone, we all selected the note 7 cause we believe it's the best, Samsung have given  up on the note 7 so it just isn't available anymore and there's nothing else to fill it's spot perfectly. So although we now have to pick another phone we didn't want it isn't optus that caused it. 

The $250 offer is from Samsung to optus for you to stay Samsung, it's not compensation from optus for our trouble.

Think how much strife this has caused optus too but everyone is demanding compensation from optus.

 

This is just one of those sucky things that happen in life and moving on is better than complaining about it endlessly.

I moved on to a huewei phone so I get nothing but a new phone on a new contract. I'll just be happy to not have to change phones again for a year as I'm truely over setting up phones.

 

joshi
by New Contributor joshi
‎2016-10-12 05:42 PM

@Cjs pls do so and let us know ur mobile or account number and we will follow suit. Also if possible get it in writing to avoid legal issues later. Mods pls confirm.