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Yes Crowd will close and be redirected to Help & Support on the 1st November 2021. Thank you to every member who has made this community such a helpful and supportive place for customers and staff to interact to help serve along with improve our products and services. You will be missed.

Samsung Note7 Replacement Update

Optus
Online Community Manager
Online Community Manager
3 917 220K

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

916 Comments
Note7boom
New Contributor
New Contributor

I don't see how you can cancel your optus contract without handing them your note 7, what you are saying is you get a free $1000 dollar phone plus a $450 visa and walk away from the optus contract for free also. @Cjs I bet optus won't cancel the contract.

Cjs
Visitor
Visitor

@Tenayah

@emm23a

@Rockdad83

@Krystark

@joshi

SAMSUNG - 1300 362 603   OPTION  8

RING THIS NUMBER AS THE STORES WON'T HAVE THEM 

 

 

smorgiie
Member
Member

@Cjs Thanks for the info!! Hopefully I can do the same. I'm guessing optus will have to cancel the contract without the fees regardless of who you return the phone to?

Cjs
Visitor
Visitor

@Note7boom

YES THAT IS EXACTLY WHAT IS HAPPENING

IT IS OUR RIGHT TO CANCEL SOMETHING IF ITS FAULTY

I HAVE RUNG UP SAMSUNG & OPTUS TO MAKE SURE OF THIS

I HAVE EVERY LEGAL RIGHT TO DO THIS

 

IF YOU DON'T BELEIVE ME 

USE YOUR PHONE & RING THEM

I HAVE GIVEN YOU SAMSUNG'S NUMBER

 

I WILL NOT BE POSTING ANYMORE AS I HAVE GIVEN THE SAME INFORMATION SEVERAL TIMES

 

nigelw
New Contributor
New Contributor

is there any legal eagles out there?

my logic is, optus cannot compel us to pay for a faulty phone, only usage, ie calls/data, offering $250 when Samsung is compensating $450 smells like Optus is proffiting from our misfortune, While I understand Samsung will send out an update that will limit the maximum battery charge or other remedies they feel needed to compel us to comply, Im waiting this out until Optus plays fair with Samsungs compensation. I am motivated to change carrier to coca cola, thats two coke cans and a tight piece of string.

dejay88
Visitor
Visitor

@Optus stop putting up roadblocks and be more accommodating. Customers have contracted with @Optus for a handset to suit their needs. Now through no fault of theirs or @Optus for that matter we have to change handsets. I'm happy to go to a S7 edge but don't force my hand with a handset that is 6+mths old with a 24mth contract. Let the consumer stay on their existing contract - we've been through rnough a deserve this at a minimum. 

Krystark
New Contributor
New Contributor

@Sam_D@I will be taking it up to samsung and hopefully they can do a refund for my accessories. I didnt buy my accessories from optus since they dont have any in their shelves.

 

Im just disappointed with the lack of options coming from both companies. We are already 40 pages but we the only options we have is to cancel or get the s7 and start our contract all over again.

 

I understand that its not optus fault but they are the ones hearing our suggestions and complains. So I guess the best  for optus right  is to gather all request on options that customers want and step up and challenge samsung to provide those options. 

Rockdad83
Contributor
Contributor

@Cjs cheers, thanks for the info. i'm talking to samsung again now

emm23a
New Contributor
New Contributor

@Cjs so will they mail you the new phone and voucher or how does this work? Because a Samsung store refused to take anything of mine even though I rang like you did and was given the exact same info.

jayleeau
Frequent Visitor
Frequent Visitor

Basically @Cjs's theory seems too good to be true and also has not been proven as I believe the contract has not been cancelled yet nor the S7 received.

 

I don't see how you could get out of a contract if you are not returning the Note 7 to optus.

 

@Optus?

Sam_D
Valued Contributor
Valued Contributor

@Tenayah, @joshi, @smorgiie, @emm23a and @jayleeau - you'll need to return the handset to an Optus store. If you wish to cancel your contracts the handset will need to be presented, failure to do so will result in ongoing contract charges.

 

Spot on @Note7boom.

 

Handset repayments will be credited back to your account automatically, @nigelw. Can assure you that our offers have been given the highest consideration and in no way are our intentions to profit from these unforeseen circumstances.

 

Completely understand it's a frustrating situation, @Krystark 😞

smorgiie
Member
Member

@Sam_D So even if I return my handset to samsung I won't be allowed to cancel my contract? Will optus offer me a $350 voucher as samsung are? I do not think it's fair to be locked into 24 month contract with a 7 month old phone, when the new one will be out in 5 months. I think Loan phones should be provided until we get get a phone on par with the note 7. As the s7 or s7 edge is a massive downgrade. It's like @optus is punishing us for something that is beyond our control. I'd rather take the risk the note 7 .

emm23a
New Contributor
New Contributor

Thanks @Sam_D. I did recontract at Optus this afternoon. I am currently in hospital in Sydney which is 600 km from my home town, and didn't want the responsibility if my Note 7 did explode for some reason and did injure people at the hospital. I had to get Dr's permission to leave for a few hours and do this so it has been a bit stressful this afternoon but am now recontracted on a S7. I am just annoyed that if a new Samsung is released early next year I won't be able to change to it until 12 months is up.

nigelw
New Contributor
New Contributor

@sam_D 

simple maths sugest the numbers do not add up

Rockdad83
Contributor
Contributor

hi @Sam_D what about the early costs i incurred with paying off my note 4 early? i wouldve saved 160 dollars if i signed a contract now

smorgiie
Member
Member

@Sam_D I am talking to samsung now and they are happy to process and exchange for me even though I am on a plan, so how can I cancel my contract

nigelw
New Contributor
New Contributor

Also @sam_D 

Samsung is not conditioning we take out a 24 month contract. There certainly is carefull concideration placed into Optus offer. $100 less than Samsungs offer for s7e, contracted for 24 months with a charge of $99 to upgrade after 12 months.

Your comment has made me feel you think i am dumb.

Sam_D
Valued Contributor
Valued Contributor

The handset will need to be returned to an Optus store if you wish to cancel your contract penalty-free, @smorgiie. Your contract is with Optus, not with Samsung. They may choose to extend their offer to you which is at their discretion, however I can confirm that you will incur cancellation fees if your Note7 isn't returned at the time of cancellation.

 

Oh no! Sorry to hear that @emm23a - hope you feel better soon! Thanks for letting me know that you were able to recontract 🙂

 

Apologies @Rockdad83 - unfortunately early upgrade fees aren't something that we have felixibility over in this situation.

 

It's completely your decision if you opt for a replacement device @nigelw. I apologise if our current offers aren't appealing to you at this point.

Rockdad83
Contributor
Contributor

samsung just offered me 350 dollar visa and s7 edge but i turned it down.  i'll deal with optus tomorrow and get the edge for now . i don't want to continue paying note 7 handset fees for a crappier phone. i'm over this whole thing, it's been handled poorly by samsung and i'll be questioning whether or not i'll continue with their phones in 12 months time

@Sam_D can you just confirm if we have to return our accessories or not please?

smorgiie
Member
Member

Well can I get the $350 voucher for returning my phone to optus? How does it make a difference who I return it to, they are all going back to samsung anway, it's a fauly device I should be able to return my phone to whoever without being charged fees for cancelling it. @Sam_D

emm23a
New Contributor
New Contributor

@Rockdad83 at the top of the page in Optus' info it says we do not have to return the accessories. However the guy I dealt with at Optus Sydney Central said to just be mindful that they still haven't found the cause of the explosions yet, so best not to use the cord or charger from the Note 7 as an added precaution 🙂

Ranger58
Member
Member

So I have a question. 

 

If Samsung decide to  allow us to change to a Note 5, will optus offer the same.  

 

And secondly  when I handed back my note 7 I opted not to go with the S7E as we were only offer $100.  Is it too late to change my mind (figure I can take back my note 4 from my son and he can have the S7E). 

 

Thanks

 

Rockdad83
Contributor
Contributor
I'll keep the head phones then, not exactly a fuse for a explosive device
Seaeagles
Member
Member

Is it the phone only has to be returned all does everything in the box has to be return as well as I'm about to return my Safe note 7 to Optus @Sam_D

Andrew21
Member
Member

@Sam_D @Dave @Optus can one of you guys just confirm that the info @Cjs is false then, that you cannot cancel the contract without returning the faulty note 7? Thanks.

Rockdad83
Contributor
Contributor
@Andrew21 definitely false, just spoke to Samsung and was offered the same thing but you still have to continue with the same contract, same handset fees for the note 7 bit you'll still have an S7 or edge
Andrew21
Member
Member

 Thanks @Rockdad83  I don't mind doing that as the current optus plans for the s7edge are more expensive than what I pay for anyway. So I will swap my phone with Samsung and get that offer. 

Sam_D
Valued Contributor
Valued Contributor

Our current offers remain the same @smorgiie, you can find your options listed in the blog above. If anything changes we'll update this information as soon as possible.

 

We won't rule anything out @Ranger58, any updates will be posted here. Unofortunately if you've already returned the device we won't be able to reinstate the service in lieu of another offer.

 

The headphones are yours to keep @Rockdad83 🙂 Thanks for the tip @emm23a!

 

@Seaeagles - the accessories don't need to be returned 🙂

 

@Andrew21 - while we have no control over whether or not Samsung choose to send their offers your way, I can confirm that cancellation fees will apply if the Note7 isn't returned to an Optus store at the time of cancellation. If the Optus account isn't cancelled - contract fees including handset repayments will continue as normal. Keep in mind that if you choose to proceed this way, you won't be able to utilise the New Phone Trade Up offer as you won't have access to the original handset which is required.

Rockdad83
Contributor
Contributor
@Andrew21 other downside though if you don't return your note 7 to optus directly, you won't be eligible to upgrade early in 12 months for 99 dollars. So just a heads up.
jayleeau
Frequent Visitor
Frequent Visitor

@Sam_D, is not being able to take up the New Phone Trade Up offer final even if it is an S7 Edge that was given as a replacement for this crazy explosive reason?

 

If that is the case, there doesn't seem to be any reason to stay with Optus...

Andrew21
Member
Member

@Rockdad83 @Sam_D I don't mind the void trade up offer. However Sam do I pay additional fees for not returning it to Optus? I plan on sticking with the current note 7 plan that I have. 

Zenny
Frequent Visitor
Frequent Visitor

@Sam_D  you didnt get back to my pm, but after reading more updates here, everything still seems confused in diffrent information being sent everywhere.

 

so heres my major problem, during the first recall, optus couldnt provide me a way to send the phone through mail, so i had to do it through optus. my new note 7 was meant to arrive this week, but due to the recall, they canceled the order, so i wont be recieving it anymore, so how am i able to cancel now without the phone at all?

i had set up samsung to send me a s7e, but now youre saying i wont be able to upgrade in 12 month, while on the phone (2 times) im being told i can, online is saying to go into store, and instore waste to much time and i walked out. 

 

Ranger58
Member
Member

@Andrew21 if you keep the contract for 24 months the phone is yours  and what ever side upgrade deal you work out with Samsung is none of optus business  really. 

 

 

Sharee
Frequent Visitor
Frequent Visitor

What type of poor service is Optus offering?!  I went into the Optus store, for the 3rd time, this time willing to re-contract to a 24mth plan with a Samsung S7 Edge but the manager has told me that it will take up to 10 days to cancel my old contract!  Even though they have the mobile in stock, they can not give it to me on a new contract. So I now have to wait longer for a phone even though they have one there. This is getting riduculous and handled very poorly by Optus. Seriously thinking of switching to another provider that actually treat their loyal customers like they are worthy customers. Smiley Frustrated

 

joshi
New Contributor
New Contributor

It is really disappointing that they are not allowing customers to return the handset to Samsung and instead focussing on making a profit out of such a situation. I have had enough of pursuing the mods here and will be cancelling on going month on month in order to either switch to Telstra for the pixel xl or wait till the s8 comes in next year. Disappointing stuff @Optus . Will make sure my wife moves out of her contract too and no nbn connection from me.

AMHC
Member
Member

I have just returned my note 7 today for a refund and switched to a pre-paid plan. The staff at my local store was very helpful but was unsure about the refund policy. I was on a 24 month contract and already paid three months of handset repayment fees.

Since the original post says "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.", how will I be getting this refund of handset charges?

Andrew21
Member
Member

@Rockdad83 that is true haha however I do want other customers who are confused/ want the option to know as well. I'm happy with my resolution even though it was not directly nor entirely through optus. I hope others can get a satisfied fix too

Rockdad83
Contributor
Contributor
@Andrew21 fair enough. The the visa had me tempted but I really don't want the edge but really don't have a choice as it is really the next best thing. I wish I never gave my note 4 away now.
Ranger58
Member
Member

Yeah have to say I think it's time for me to leave  the optus family altogether.  I mean I have been  patient, put up with the fact that  my optus dashboard keep reverting to the early 2000 version of optus net (no fix ever found)  and as a result  every time I wanted to take my kids to the movie I had to go through a hour process to get my perks to  work  only to have it break again in a few days. 

 

But this note saga is the worst I have  seen in a long time

Teenld
New Contributor
New Contributor

@Sam_D only said you can't upgrade in 12 months if you exchange phones through Samsung. You will still be able to upgrade in 12 months if you recontract for a new phone through optus.  Is this right? Or have options changed again? 

Impreza
Visitor
Visitor

@Optus just one question here, I can still do the New phone trade up with my note 7 after 12 month if it's in a perfect working condition right??

Sam_D
Valued Contributor
Valued Contributor

Correct @jayleeau - under the terms of the New Phone Trade Up offer the original handset must be traded in.

 

I can't see any reason why there'd be any additional charges, @Andrew21 🙂 Your contract would just continue as normal for the duration.

 

Sorry @Zenny - PMs have been going a bit crazy today. I'll check it out now and chat with you there.

 

Had you previously put through a request to cancel the contract, @Sharee? Apologies for the hassle 😞

 

Note7 handset repayments will automatically be credited back to your account, @AMHC 🙂

 

Hey @Teenld - the options have remained the same. If you opt for a replacement handset on an eligible contract through Optus, New Phone Trade up will be available from 12 months.

 

I'll have to confirm this for you, @Impreza. We strongly recommend following Samsung's advice and powering down the device.

joshi
New Contributor
New Contributor

@Impreza @Teenld we shall be able to upgrade 12 months from now once we get the new contract with a new phone. There is no option to continue with the note 7 hence the scenario doesn't exist where u upgrade it after 12 months 

Sharee
Frequent Visitor
Frequent Visitor

@sam D  Yes I have put in a cancellation request when I handed back my Note7. Why do I have to wait another 10 business days to get signed up for another contract?  It will be quicker to just walk into another provider and sign with them!

 

Impreza
Visitor
Visitor

@Sam_D I will powering it down, but since it's a voluntary recall I can chose not to return it.

I'll just keep it for the new phone trade up when the time come, witch I think i could since it is according to the contract right?

Rockdad83
Contributor
Contributor
I think impreza has a point, what does it say in the contract exactly. If we don't return it, continue to pay for the phone. There really isn't anything anyone can do by law is there? Technically we are still covered by warranty and insurance if anything should happen with the phone.
Sam_D
Valued Contributor
Valued Contributor

I'd imagine so @Impreza, though if this ever escalates to a mandatory recall this may affect your eligibility. To avoid potentially being rejected in a few months time - leave it with me and I'll let you know once confirmed.

 

@Rockdad83 - as above, this will need to be confirmed. As the device has been recalled for safety reasons, the insurance may be voided as the precautionary procedure wasn't followed. I'll post back once I have confirmation.

Ranger58
Member
Member

See this is what I don't  get.  I was told that I should hand in the note when I spoke to the Bourke St guys.  I said i didn't wat the S7E at that point as it made  no financial sense.  I was told to cancel the contract and I could decide later that way I don't get charged the handset fee for this month. 

 

 

So what's the story.  Who is paying for the credit is it optus or Samsung.  So now as I have given the phone back to optus.  Samsung  can do nothing for me and optus doesn't  care so 2 months of being in limbo amounts to nothing. 

 

And we all wonder why there are persistent routers of singtel cutting their losses and leving Australia.  I have no illusion that the $400 odd dollars a month leaving optus will cause any real issues for them,  but if service like this keeps up more then myself will walk out the door

Sam_D
Valued Contributor
Valued Contributor

Warranty is valid through both the provider (us) and the manufacturer (Samsung) @Ranger58. In this case both parties are providing options irrespective of each other, though as the majority of our services also involve contracted agreements I'd recommend that these be taken in to account prior to making a decision. Your monthly spend makes no difference in how much we value you as a customer - we'd be sad to see you go and wouldn't want you feeling as if we don't care for your situation. I understand the circumstances are frustrating and we're doing our best to provide the support our customers need.

joshi
New Contributor
New Contributor

@Sam_D how difficult was it for Optus to allow us to exchange with Samsung and let us cancel this contract. Or to let us upgrade when we were to based on the existing contract taking the new phone back which we got from Samsung. It is really disheartening to see us being take for a ride this way. 

joshi
New Contributor
New Contributor

@Sam_D it is the same moronic behavior ur stores do when they insist on us returning the box and accessories. No one's doing us a favorable for Pete's sake. It's Samsung's call and Optus just has to hand over the phones.

dejay88
Visitor
Visitor

@Sam_D stop regurgitating the same company line and pass the customer dissatisfaction back to the business. No matter how you @Sam_D spin it this reeks of @Optus treating their customets with disdane. Forcing us to recontract is poor form seeing Samsung will do a straight swap - @Optus is standing them back to Samsung anyway. We've beren put through the ringer twice already. @Optus do the right thing - swap with no recontract to S7/S7edge, and please don't go down the path of handset repayments/system limitations - show some initiative! I'd be interested to see what the ACCC would make of this fiasco. 

B_1234
Frequent Visitor
Frequent Visitor

Hi, I'm now on a plan with a student discount of 10%. If I change my plan to Iphone7 will the 10% student discount still apply to the new contract? 

emm23a
New Contributor
New Contributor

@B_1234 mine still applied when I recontracted today

AzzaR42
Occasional Contributor
Occasional Contributor

Is it possible to get the student discount after a recontract? I completely forgot when I went in. It was the last thing on my mind 😞

Zenny
Frequent Visitor
Frequent Visitor

so now the mods here are telling me, because i chose to return my first phone to samsung, instead of optus who would not let me return it by post, i now can not cancel my contract at all unless i some how get a note 7 to return it in stores, which is impossible since samsung canceld my replacment order which was meant to come this week.

 

also if i take samsungs offer n wish to upgrade after 12 months, i wont be able to due to not having the note 7.

 

1. i had to go with samsung because they were the only one willing too send someone to pick up my phone first recall

2. i cant control the fact i was not able to get my hands on a new note 7 to hand back in

3. it was my understanding both samsung and all phone comapnies worked together so it would not matter who i sent it back too. (i didnt read that i NEEDED to send it back to optus anywhere)

4. i am gettin completly diffrent info from phone customer services

 

im really done with optus i think, time to call the Ombudsman and put a complaint in. 

 

AMHC
Member
Member

@Sam_D Since I have switched from a 24 month contract to a pre-paid plan, will the handset repayments be credited back to my account as pre-paid plan credit or as something else?

Nax998
New Contributor
New Contributor

@Optus 

Please find enclosed an invoice for all my troubles.

8 visits to Optus store's:

8 x 5km = 40km x $1 per km = $40

2 x screen protectors @ $20 each = $40

1 x case = $50

8 hours visiting stores @$25 an hour = $200

4 hours per phone set up x 2 (loan phone and replacement note) @ $25 an hour = $200

Total = $530

 

Remembering, this still hasn't solved my problem as I will now need to set up another phone, but as a gesture of good will, I'm willing to forgo that fee.

 

Optus and Samsung need to realise many, if not all Note users are way out of pocket on this and should be compensated fairly for all costs involved and for the time wasted on this fiasco.

 

Can't wait for the class action!

Starhubz
Frequent Visitor
Frequent Visitor

Should i hold on to Note7, till contract end, Samsung still has to honour the warranty? 

 

Scott_M
Valued Contributor
Valued Contributor

@AMHC You'll get any credit back on your Post Paid account. This can be transfered to another post paid/fixed billing account but not a Prepaid. The other option is for us to refund by Cheque and you can use the fund then how you wish.

 

@joshi the handsets are provided on a financial agreement by Optus to the contracted customer. They will need to come back through us for that reason. Recontracting is requied due to variances in repaymnet/cost for other handsets. The Options are quite simple

 

@AzzaR42 Yes you can recontract with the Student Discount. 🙂

 

yotgln
Occasional Visitor
Occasional Visitor

I held off on the Note 5 as I didn't want a phone without removable storage and waited for the Note 7. Ended yo going on contract for 2 Note 7's.

 

I really feel sorry for Samsung with the recall, the damage that they have suffered is large, pretty much no-one wins when something like this happens.

 

Last night I handed both phones (were replaced ones) into the Optus Store Carlingford, recontracted onto S7 Edge, will receive 2 x $250 credits from Samsung and waiving of contract cancellation fees.

 

In 12 months time, I will pay 2x $99 and recontract onto whatever Samsung replaces the Note 7 with.

 

 

The pressure will be on Samsung now with Apple releasing their 10year device next year and Samasung needing to win back customers, so my thoughts are next Years N7 replacement (or whatever it is called), will need to be an amazing device, safe and competitive against Apple.

 

Hoping, as the N7 was the best phone I have ever used, while it lasted...

 

My experience on the initial recall and now the death of the Note 7 was excellent.

 

Sorry that others have had a rougher end to Note 7, but my experience was different with 2xN7's (well actually 4xN7's by the end !)

 

Great job Optus in a very difficult process for an event that has never happened in the Telco industry previously.

 

IBS
Contributor
Contributor

@Zenny I only tecieved my replacement Note 7 yesterday from Samsung so i find it odd that they cancelled yours. Now the big decision of to keep or not to keep it. The loan s7 that had sent me before tbis would overheat when using google maps to the e tent that it burnt my fingers. Plus the headphone socket didnt work at all. So it makes me wonder if i should swap from a phone thats been fine for me back to a phone that actually DID overheat.

Nghi
RetiredModerator
RetiredModerator

@yotgln Thanks for the update. We're glad you were able to return your Note 7 handsets without too much hassle. This is definitely an unprecendented situation and we're doing our best to work through available options with affected customers.

 

@IBS If you have a Note 7, as per Samsung's statement, you should power it down and not use it for safety reasons. If you have an active Optus contract then you can bring it in and get contract cancelled. The experience you had with the loan S7 isn't typical and may have been a faulty handset.

Impreza
Visitor
Visitor

@Optus my contract started in August, so after 10 months time I can go in store, drop off my working note 7 pay $99 to recontract a new phone under New phone trade up right??

Nghi
RetiredModerator
RetiredModerator

@Impreza We don't recommend you continue to use your Note 7 handset. Please back up any data nd power down the phone. If you continued on your existing contract (plan + handset fees) and handed in the original phone after 12 months then you'd be eligible for the $99 trade up offer. You'd need to be using a different handset in the meantime though.

Junine
New Contributor
New Contributor

Successfully returned mine at optus Westfield parramatta yesterday and chose the s7 with their 3.5gb data promo. Smaller handset but I'll get used to it 🙂 the process run smoothly again (t'was my 3rd time on that store for my note 7recall  issue). People on that store are well oriented on what to do with their customers as what I've experienced. I don't have to think this miserable note 7 issue anymore 🙂 a big thank you to optus Westfield parramatta personnel.

 

Hope you guys will be resolved yours the soonest. Peace 🙂

smorgiie
Member
Member

@IBS had the same thing happen with the loan s7E I got, it would heat up very quickly when using apps. Unlike my note 7 which never has. 

I think I'm going to keep my note 7 and use it, I've had no issues with mine. 

cbourke
Frequent Visitor
Frequent Visitor

I just went into Optus Macquarie Centre and once again Emily was super helpful to sort this out for me (I went to her to hand in the first Note 7 for the first recall). 

She knew the exact procedure to follow and I switched to the S7 edge with $250 credit on my account. Although not the perfect solution it's probably the best at this stage and I can just upgrade in 12 months time. No need to keep fussing around on it and just glad I won't have to worry about another phone for 12 months...

 

I'm glad I went in this morning and she said there had been quite a few switches already and I got the last S7 edge they had in store!

 

Thanks again to Emily in Macquarie Centre!!

Mags6
Occasional Visitor
Occasional Visitor

Do we get refunded for the dragon glass x 2 and the case. My old note 5 is dead due to a dead battery and I don't want the s7 or s7 edge. If I sign a new contract for 24 months and the new note comes out am I able to break contract without any fees or stay on contract and replace phone with new note

Anexias
Member
Member

I went into my optus store to cancel my note 7 contract and go on a month to month plan. They told me they cant cancel contracts in store and to contact customer service and they will get it sorted. I asked what I do about the phone and he said just keep it for now. I'm a little bit confused because everyone else seems to be having no problems?

kirst-mc
Frequent Contributor
Frequent Contributor

@Anexias.....we are all having issues and being told different stories. Dont feel left out, 3 stores and i still have my note7. 😑

Funsky
Occasional Contributor
Occasional Contributor

@smorgiie I have the same experience. It's be weird that I can't accurately pinpoint options on screen, scribe handwriting pin screen or even sketch pictures. 

 

It's a superb phone, save the 1 in 70,000 phones that catches fire.  That chance is about the same as if you drove to full-time work and back accident- free  for 134 years straight.

 

It's a very tough decision, especially given the overheating I get during my short time with the S7 Edge. 🤔

Rockdad83
Contributor
Contributor

Just got back from my nowra store,   I'm getting to know them pretty well now and they've always given me great customer service.  Got the s7edge on 91 dollars for 8gb a month,  kept my SD card,  got 280 in credit which includes the handset repayments. Also kept all my accessories,  so now I have 2 sets of note 7 accessories and one set of s7edge accessories.  I also got a new case,  car charger and cable,  portable phone charger and  another spare cable which I just pay 5 dollars a month extra for. 

 

Thanks to my nowra store for making it an easy transition, they are the reason I still stay with optus. 

Nghi
RetiredModerator
RetiredModerator

@Mags6 Did you purchase those accesories from an Optus Store? If so, please bring in th case and proof of purchase when you hand in your Note 7 for a refund.

 

@Anexias and @kirst-mc Stores are able to receive Note 7 handsets and process cancellations. Which stores did you go into? We'll pass along feedback to the store manager and area manager.

 

@Rockdad83 Great to hear you were able to get that sorted out in store.

kirst-mc
Frequent Contributor
Frequent Contributor

@Nghi ....i have been to TTP, Arndale and city store and got 3 different stories. Not for 1 second do i blame staff in store as they clearly have not been instructed on whats going on. I am well over this situation and optus punishing us for something thats not our fault. When i got my replacement note i swapped my daughter over to optus on a $91 iphone 7 plan so we were both with the same company as i had been with you for years......biggest mistake ever. The way optus have handled this has left a bitter taste in my mouth !

Filiph
Frequent Visitor
Frequent Visitor

Hi Actually I want to know, I am on $120 plan with note 7. If I choose s7 edge & continue my plan am I eligible for $250 credit offer? And what about my handset repayment I already paid for note 7 last 2 or 3 month? Will that handset repayment will be credited too?

Anexias
Member
Member

@Nghi I went to the Burnside store in Adelaide. I am going to try the norwood store on sunday. Here's hoping it all works out!

Anexias
Member
Member

@Nghi the stores @kirst-mc and I went to are all in Adelaide, so maybe it's an SA thing haha. >_>

Kristi23
New Contributor
New Contributor

Id be interested to know why some people have already had the $250 credited to their accounts but i was told that i would need to wait atleast 3 months for credits to be applied 

kirst-mc
Frequent Contributor
Frequent Contributor

The Norwood store was my first visit the day after the first recall.....ughhhhh!!! Good luck @Anexias im not sure its an Adelaide thing as seems to be pretty consistent across all states besides the odd happy customer. 

Muz
Visitor
Visitor

I would like to know if i can take a chance and keep my note 7,I have looked at near every phone on the market and in my opinion anything else is a back trade and i dont want that.I handed in my phone before and got a new one,I'm sick to death of backing up and restoring,also i have a few accessories for the note 7,so i want to keep it if i can.

Anexias
Member
Member

@kirst-mc I was just joking about the SA thing haha. It is concerning though that they're telling us they can't cancel our contract in store and yet we're being told otherwise on here. I'll still try the Norwood store but now I'm worried I'll just get the same answer since they already told you that. haha 😞

emm23a
New Contributor
New Contributor

@Kristi23 I was also told that the credit would take a few months! Sounds a bit dodgy to me! Looks like Optus is keeping those monetary credits from Samsung for a while as well as the money we pay for our bills, to possibly get ahead and make a few bucks in their bank account through interest! Bloody typical multinational corporation....shouldn't be allowed!!!

cbourke
Frequent Visitor
Frequent Visitor

@Kristi23 @emm23a I don't actually know when the $250 credit will appear back on the account - she just said it would process and eventually start covering my bills. As of right now I can't see it on my account.

 

I think one of the mods on here earlier mentioned it could take up to 3 billing cycles for it to eventually appear, but I think it would be pretty fast as the handset payments were already automatically deducted from my last Optus bill and I assume it would be the same process.

Kristi23
New Contributor
New Contributor

@e

Sidd
Frequent Visitor
Frequent Visitor

Finally i have handed over Note7 to SydneyCentral store. They were very helpful in doing it and got S7E. $250 credit will be reflected in next billing cycle plus Note 7 handset repayments .

I will be waiting for next Note release... Note 7 was best !!!

 

Seaeagles
Member
Member

I returned my Note7 today a very sad day..there was no way I was downgrading so I went with the IPhone 7 so I'm not a iPhone person but it's only for 12 months until I can upgrade.. hopefully the Note 8 will come out when it time to upgrade hopefully not 10 months time but I would like say Blake at the Optus store Glendale was fantastic most definitely go there for my upgrade.. so a big thank you to Blake great work at the Glendale store 😀

joshi
New Contributor
New Contributor

Just read on Whirlpool forum that a guy got offered 100 bucks credit at store for exchanging to s7e and will get 250 credit later. I won't mind this deal. Can a mod confirm pls.

johno_84
New Contributor
New Contributor

@Optus You have disappointed me so much. I have been to three different Optus Shops today only to be told three different stories. The first store told me that I have the choice of either going through them and get the phone replaced to an S7 or S7 edge and get the $250 credit. I asked about going through Samsung and get them to do the exchange and the recontract and get either the $350 or $450 gift card. I said I would think about it. While shopping at another shopping centre, I asked them at the Optus store there to see if the other one was correct, they said that I just hand the phone in and recontract to whatever phone I want, with no word of any credit. So I thought I would give another store ago just to see if I could get a straight answer, they knew nothing much about it.

 

So I come home, call Optus, first rep says, you hand your phone in and if you get a S7 or S7 edge you get a $100 credit. I mentioned that it says on the Optus website that it says $250. She says "oh!, I'll go and check that" and then comes back and says yes you get a $250 credit if you go with the S7 or S7 edge, plus you get the $100. But she says that I have to speak to sales support and they will tell me what to do. I get transfered, that rep tells me that they don't handle it, I need to go into a Optus and they will tell me what to do. Well I told her about my day and she said that I have to do it all in store. And good part was that she made out that Optus is going to pay out my handset payments for the rest of the contract and I don't get a refund for the handset repayments I have already paid. So I go down to my local Optus store only to find out they are closed for reno. So now I have to travel back into the city to deal with this again.

 

Spoke to Samsung, they said that they don't deal with the Optus contracts, so if I want to get a refund, I have to go through Optus.

 

I have been with Optus for over 14 years. I am disgusted by how unprofessional Optus has been with this all. You need to pick your game up if you want to keep me as a customer.

Al555
Frequent Visitor
Frequent Visitor

Hello.

Shuey
New Contributor
New Contributor

@Muz. I am also in the same dilemma . I cannot seem to find any good phone model in the market and do not want to switch to IOS. Really want to keep my note 7 with me as I waited more than 6 months for it .. Truly speaking abt it I too sick about having backup and restore every now and then .. Such a pain 

 

So much at cross roads right now . the choice between safety and functionality.. 

Optus_Community
Moderator
Moderator

@Muz - Samsung have firmly advised that you need to hand the phone in for the benefit of your safety. I understand the frustration of having to do this process multiple times however please back up the handset and return to a store.

@Seaeagles - Glad to hear it went well at the Glendale Store and the exchange went smoothly 🙂

@joshi – Can confirm at this stage that it’s the $250 credit only.

Chucky110
Frequent Visitor
Frequent Visitor

Decided to hand it back, seeing as iot isn't supported at all so what is the point. I will just act as if I never had it and wait until next year for the new one if it still happens

Kristi23
New Contributor
New Contributor

@Optus_Community can you please confirm why it takes 3 billing cycles for the credit to be added to our account?

Optus_Community
Moderator
Moderator

@Kristi23 It should be on the 2nd invoice from the upgrade/change of handset/plan.

Shuey
New Contributor
New Contributor

 @Optus_Community. Regarding the 250$ credit you mentioned above in the trail in response. I visited my local optus store at Bourke street mall , melbourne and they had no clue about it and asked me to contact the customer care. 

 

Could you please provide some details on the process and if we cab avail it in our local optus store . 

@Kristi23 @Optus @joshi

 

Thanks 

Chucky110
Frequent Visitor
Frequent Visitor

Just done mine at Chasonte and they knew about it, it will be put on your account in either the next bill or the one after. It is done behind the scenes

Shar22
Occasional Contributor
Occasional Contributor

If we choose to go with iphone 7 is there any bill credit or is that only if u stay with samsung? 

And as iphone 7 plus are out of stock can we still get a loan phone while we wait?

 

Thanks

jrw714
New Member
New Member

I have just got my new note7 two weeks ago, and last week i changed my plan from $85 to $100 plus plan which means that this billing period my bill is higher than usual because i have to pay half a month advance plus the last month that ive used. So when i cancel it again and start with a new phone will i be paying another half month advance?

I might not be able to afford cancelling it and getting a new phone. As i am already broke at this months bill. 

Wheelin
Frequent Visitor
Frequent Visitor

#OPTUS 

Can you please explain to me why on my note 7 plan 

I have unlimited calls, text and mms as well as 15gb data for $45.45 per month plus $44.91 handset repayment

 

And to get the same calls, text and data on your current plans with a s7 It cost $100 with no handset repayments 

 

Yes to out of pocket cost is the same but why does it cost a extra  $50 with a s7 to get the same data as it did on the note 7.............