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Samsung Note7 Replacement Update

Optus
Online Community Manager
Online Community Manager
3 917 217K

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
Chucky110
Frequent Visitor
Frequent Visitor

Either someone did a dosgy and put your plan lower with more extras or you weren't reading your will properly because on a bill with 15gig the phone was suppose to be $0 repayments

Funsky
Occasional Contributor
Occasional Contributor

@Shuey, i bet the bourke street store and all the stores that says  "I dont know what youre talking about", all have personally pocketed the gift voucher off customers who didnt know or were too shy to ask. #dodgy

wayno_171966
Occasional Contributor
Occasional Contributor

handed in my note 7 quick and easy process optus store was helpull kudos optus,. Though i cancelled outright i still had another optus mobile to use any way also i got another service through optus online today wireless broadband. Thanks optus i will be hanging around.

Wt82
New Member
New Member

Why is my note 7 plan cheaper than exisiting s7e plan? Everyone knows its a downgrade with a smaller internal storage??? Recontacting with 250 bucks credit is a joke.

turbo
Occasional Visitor
Occasional Visitor

Please confirm if I need to hand in my note 7 to optus with all the accessories or just the phone itself? I know samsung only need the phone, not sure about optus.

cwh
New Contributor
New Contributor

 @turbo just the phone will do, I just came back from Optus at Garden City, hand in the phone, re-contact to Sim only 12month.

Chucky110
Frequent Visitor
Frequent Visitor

Scrolling to the top of this exact page tells you that answer

turbo
Occasional Visitor
Occasional Visitor

Thanks. Plus is there anyway we can recontract to iphone 7 plus to keep the same number with one in note 7 plan but don't cancel the contract yet. Wait a week or so till the iphone 7 plus come then hand in the note 7 and cancel the contract. I need the phone to use for those waiting time but don't want to change number

Funsky
Occasional Contributor
Occasional Contributor

The intro message or update saying Samsung Gift is only available to Samsung customers is inaccurate. We are Samsung customers!

 

This just an attempt by optus to lock is in on an older handset, that got a crappier data plan, and to reset or contract time with a new 24 month contract.  I'm going through Samsung so I'll update on my progress. Ps: note 7 hasny warmed or blown up yet (unlike reports of s7 edge warming much more!)

IBS
Contributor
Contributor

Well I handed in my Note 7 today and got an S7 Edge. Had to choose gold as there were no black available. The dramas i have had getting to this stage have been incredible. 

 

I was sick in bed so i went through samsung to get them to mail me a loan phone and collect my note 7. That all went fine. The s7 Edge i recieved had no working headphone socked and would overheat to the extent that it burnt my hand. Then i was told by samsung that to get my replacement note 7 I'd have to contact my carrier. Which i did..on here. I was told id have to go into an Optus store..which I did. They said they couldnt help me because I'd got the replacement from Samsung..they told me that the optus person here had been "passing the buck" to them because it was a too hard basket to answer. I then rang Samsung again and told them Optus are not able to help me. Samsung then posted me my nlte 7 replacement...to NSW instead of victoria. I rang toll/ipec to find that out myself. They said they could not redirect it as it had been sent to another state and that Samsung would have to authorise it. I'd also instructed delivery to be between Tuesday to Friday as i was only there those days. I then had to ring samsung to tell them they needed to redirect it. Some days past and it never arrived. I rang toll and samsung again and eventually it arrived....on a Monday! So the courier took it away again and told others there that he would be back the next day. The next day came and went...and the following day had almost ended with no delivery. I rang toll again and it was delivered on Thursday 13th Oct. At this stage the Note 7 had been fully recalled. Samsung rang me on Friday to tell me to take my new note 7 into optus for exchange or cancellation and asked for the seriel and imei numbers. Thay said this was the end of their side of support. I go into an Optus store on Saturday (i really wanted to keep my note 7 though) due to no updates or accessories being available for the note 7 anymore. They were very helpful and told me to factory reset my phone. I did so and then they started to process the exchange. When they rang Optus to get authorisation. Optus declined them due to not having a matching imei number. I then proceeded to restore my phone again. I left it there to restore as i walked around the shops. When i got back they told me they would do the swap anyway and sort it out with optus and samsung later (which i had suggested 30 mins earlier). So i proceced to factory reset my phone again. I then got my new S7 edge in gold rather than black and paying more than i was before ..for less data and am now the proud owner of a 32 gig phone thats cost me more where previously i had a 64 gig phone in black. The person serving me at optus was nice and polite and helpful but as far as the plans go..he said his hands were tied. Im glad i now have a phone but the whole experience has certainly left a bitter taste in my mouth. Oh one final thing. Both note 7 phones never even got warm and now with my 2nd S7 Edge...it gets too hot to touch when updating or downloading or using google maps for more than 20 mins. ...sigh

Funsky
Occasional Contributor
Occasional Contributor

@IBS, so the long and short of it is: 1) optus and samsung both have "variable" customer service 2) you did manage to get the exchange through samsung and 3) the s7 edge is a pale immitation and extremely unsatisfactory replacement for functioning Note 7 devices. Am i right?

 

Ps: did you have to re-contract afresh for 24 months and did you get told of your $250 gift card (or did you have to proactively claim it)?

IBS
Contributor
Contributor

I did ask about the $50 one that others here seem to have received weeks ago.(as mention by numerous members on here)..that i never got and they knew nothing about that. I asked about any compensation and the only one they give is the $250 credit to Optus account. I asked about any free accesories to compensate for note 7 ones i had bought at other places (such as jb hifi) or to compensate for me having to pay more for a lesser quality phone. They said they dont do that ever.

IBS
Contributor
Contributor

Sorry for double post. Answer to 2) is yes. Also yes to 24 months. I can upgrade at 12 months if i bring in my current handset in perfect condition as an exchange and then recontract..again

Timaru
Occasional Visitor
Occasional Visitor

Not impressed with the backdown on the $250 credit (14 October).  If you can't give it, don't say that you are in the first place.

Timaru
Occasional Visitor
Occasional Visitor

Just went on to Samsung Live Chat - Samsung do nothing for Optus customers and have never said they would.  The fact that Optus are going back on their initial statement regarding a $250 credit for Optus customers, has nothing to do with Samsung.  That is an Optus decision.

 

Not impressed Optus.

Chucky110
Frequent Visitor
Frequent Visitor

Therer is no backdown with the $250 credit. Also I went into JB and they reprinted my receipt for my Note 7 case and they fully refunded me. As long as you paid with card they can reprint it. Where does it say they are not offering $250 credit

Funsky
Occasional Contributor
Occasional Contributor

They're talking about the plethora of dodgy individual stores @Chucky110. I think thee workers just keep the $250 gift cards themselves!

Chucky110
Frequent Visitor
Frequent Visitor

There aren't any gift cards that get given out anyway, it's optus putting $250 back on your account

Chucky110
Frequent Visitor
Frequent Visitor

Actually if you buy the phone via Optus you are an Optus customer. Optus would be the Samsung customer as they purchased there stock from Samsung

 

Funsky
Occasional Contributor
Occasional Contributor

Good pick up. Maybe theyre just damn lazy to put it through? When i went to the Bourke St one for the first replacement, i had to wait for 30 mins as the shop assistant just sat on the sales floor catching up with her uni friends whilst a poor colleague managed the busy floor full of various customers ans taking numbers.  Which would be worse, lazy or dishonest?

TravisA80
Frequent Visitor
Frequent Visitor

@Optus I am on holiday in USA and can't bring my Note 7 back to Australia on the plane. Which means I can't return to Optus. Need help. Travelling in California. 

Aziz
Occasional Contributor
Occasional Contributor

I git my replacrment note7 and it runs much cooler than the galacy s7 loan phone i had and am not going to return my note 7 as there is a less than 1% explosion chance and also there is no suitable alternative phone to the note 7. I have used "ez disabler" app to prevent samsung forc8ng me to update like last time (thebforced update that linited battery) so looks like im all good to keep my superior note 7 for a year until the next decent device comes out  (note 8 or whatever the replacement is).

 

Am i able to return my fully working note 7 in 10 months time to upgrade for 99 dollars optus? Either way, im gonna keep using it 

scottster
Member
Member

Hey mods here is a question for you.

 

When I contracted to the Note 7 I was credited with a free 'data bolt on' of 5gb a month. I wasn't aware of the bolt on offer at the time of contracting, and when I checked with the store after they didn't know what it was either. It definitely wasn't advertised anywhere either when I contracted to it.

 

Due to the Note 7 issues I have swapped over to the IPhone 7 'same contract, same everything I thought' and was advised anything to to contrary in store when I did the swap over. I then get a SMS that the bolt on is being removed.

 

I tried the online chat and the guy said the bolt on was only with the note not iPhone. I said that wasn't communicated in any of the Optus messaging his response was 'I do understand that, and it was also not told in the Optus Australia message that you will receive the same features'.

 

What the hell is up with that, I'd appreciate a response on this one!?

scottster
Member
Member

Was not advised anything to the contrary....

 

Hawkeye0788
Frequent Visitor
Frequent Visitor

Is it possible to get the $250 credit if we choose to go with the note 5? I dont want to go to the S7 or S7 Edge. If I wanted that I would have chosen that originally instead of the note. 

This whole process is an absolute nightmare. And having to recontract again is ridiculous. That puts me a good couple of months behind for the $99 12 month upgrade option through no fault of my own. New phones will be released in this time and I will be locked into my contract with an outdated device. Poor form Optus.

ilurim
Occasional Visitor
Occasional Visitor
Yesterday I swapped my replacement Note 7 for a new plan for a Galaxy S7 Edge. I much prefer the Note but as a busy person who cannot do without a phone I needed to replace quickly with a system I was familiar with. The inconvenience and expense associated with the whole experience is considerably more than the $250 offered in recompense. For a start, the Edge plan is more expensive than the Note 7 plan by $6 a month (I am on the $40 plus plan) even though it is not as sophisticated a phone as the Note, has fewer features, and is 32GB not 64GB!!!! So that means I get a whopping $4 a month in compensation plus $10 for a total of $106 over 2 years - for an inferior phone! How does Optus justify the higher plan/handset cost for the Edge? Also, my replacement Note 7 used only a USB3 charger and I purchased one of these for my car at the ridiculous cost of $50 because JBs only stocked one brand of these new chargers, as well as a hard case for $29.90, not from Optus, and a screen cover too - all of which are now redundant. So I reckon I got $20 for a few months of uncertainty and annoyance. I wonder how much compensation Optus will get from Samsung? I nice and tidy sum to be sure. The only thing that would compensate me properly is receiving a perfectly working and safe Note 8 one year into my current Edge contract for a phone I never wanted. At no extra cost. Please let me know that this will be a viable option assuming such a phone exists in a year. Also after visiting 4 Optus stores with rude staff or no sample Edge phones, I found someone with customer service skills, who was willing to assist me with a smile. Thank you Emma at Port Melbourne.
smorgiie
Member
Member

So essentially I'l have to sign up for a new 24 month contract and then pay that out when samsung release a new phone, or buy a phone outright to use while we wait for a new samsung phone to be out. Either way customers are out of pocket a lot of money. How about letting us upgrade for free when the new samsung comes out next year? Rather than using ths recall as a way to get more money out of us! I will not be returning mine until a better option is. I have two options and these will the be only two offers that will get me to return my note 7. Either you allow us to upgrade our new 24 month s7e plans to the new s8 for free, or you give us a loan s7e until they new s8 is out. If I don't get one of those offers I will be keeping and continuing to use the note 7.

Chucky110
Frequent Visitor
Frequent Visitor

If you go for a new contract ypou will not have to pay it out in 12 months to upgrade, you can either pay $99 and no exit fees to upgrade or pay out what is left and still pay no extra fees and keep the phone and get a new one. DSo people ever bother reading stuff anymore or just assume and make themselves look stupid. So far people are just making themselves look stupid

Hawkeye0788
Frequent Visitor
Frequent Visitor

Chucky none of us are 'stupid'.

 

What we are trying to say is that while yes we can pay the $99 fee after 12 months, what if a new note is released at the same time the original note 7 was this year? If we are recontracting now we will have to wait those extra months to upgrade or pay a higher amount to upgrade around release time. For everyday phone users probably not a big deal. But for those of us who are first in queue for new releases it is. It basically messes up all our dates to be first in line at new releases and not be hit with massive fees. 

All we are being offered currently is an older device that will be outdated as soon as the s8 is released in February. 

Krystark
New Contributor
New Contributor

I dont agree @Chucky110. Optus is a retail/ partner of samsung. Hence they're not a customer of samsung. We the owners of samsung products are the customers because we are the end users. So in the end we are customers of both samsung and optus companies. 

 

At your comment about people making themselves stupid. People here in this blog are trying to provide their own feedback and complains to ensure that they can get the best options for themselves. Such are important to a company to ensure that they are on the right track. So if people are complaining about recontracting to a more expensive plan for an older phone with less features, waiting 2 more months should the note 8 will be released around august and paying $99 to trade up a phone, means that optus is not listening to what most people here have been saying for 50+ pages.

ilurim
Occasional Visitor
Occasional Visitor

Agree with Hawkeye, Chucky.

 

I've read 'stuff', I just don't think it is an acceptable deal to pay $99 for an upgrade in a year to a Note 8 when on top of being inconvenienced by one recall and an unreliable replacement for almost 3 months, the Optus offer I've taken is for an inferior but more expensive phone that I chose only because I need an 100% reliable phone NOW. None of this is at Optus's expense, which will have its army of lawyers ensuring fair compensation from Samsung. I think it is fair that Optus passes on an additional $99 compensation when upgrade time arrives, given the less-than-fabulous deal currently offered in response to months of uncertainty and inconvenience. 

Krystark
New Contributor
New Contributor

And @Chucky110 if you are saying that optus is the customer of samsung not us. Then they will be receiving $350 visa card + s7 edge that will be given to us for a $250 credit with the s7 edge. Now I think it makes sense why we cant go directly to samsung for a resolution.

Chucky110
Frequent Visitor
Frequent Visitor

Oh no, one month after a phone releases and we won't be able to get in on launch. Seriously if that's your biggest worry then you have other issues. This was my first ever preorder for a phone and that was only to get the 256gig SD card otherwise I would not have bothered and just waited. Wel maybe this is a lesson learnt, wait a bit before a phone is released instead of having this ego thing of "look I haver a brand new phone that was just released". I know one thing for sure, I will not be preorderdring any more phones.

Chucky110
Frequent Visitor
Frequent Visitor

Whether you agree with me or not on whether optus is a customer of Samsung i9s pointless, it's a fact, Optus would need to pay Samsung for the pruducts making them a customer. We buy the phoners from optus, making us Optus customers.

 

And no you clearly do not understand how any of this works, Consumer and Business customers work differently.

 

Optus would neot be getting any gift cards because they are a business customer, They would receive the credit back for the phones. If we go through Samsung directly as a consumer customer then we would get them.

Chucky110
Frequent Visitor
Frequent Visitor

So none of this is Optus' fault true, yet you still want them to not make us pay $99 aftyer 12 months?

AzzaR42
Occasional Contributor
Occasional Contributor

@Chucky110, although there may be some small merit to what you are saying, This is a forum that allows users and customers of optus to seek answers and resolutions pertaining to their services and needs. Sometimes when a resolution needs to be met some debate is required which is perfectly healthy to get the best resolution possible for all party's involved. Alienating others within that process is counter productive and has the potential to upset others that have also been affected. We thank you for your feedback but everyones views and opinions is valid within this space. Its been a tiring haul for all of us

_philly
Frequent Visitor
Frequent Visitor

I'd like to say that everyone criticising Optus needs to realise that they're as much inconvenienced as us consumers. Great job overall trying to manage a difficult and timely problem.

 

I had my note 7 replaced and recontracted to an S7 edge. While it may be a slightly older phone it really isn't too much different to the note bar the obvious. My only criticism is the lack of clarity of process from what is communicated here on forums to the teams in stores. I was initially trying to get my phone replaced at Elsternwick and  when talking to the team they flat out refused to clarify whether I would get my previous handset payments credited back alongside the 250 credit offered. Val the store manager was rude and disrespectful, and refused to clarify with Optus despite me asking. He advised that I should be grateful that Optus is waiving the contract fees to begin with.

 

The Chadstone store despite being much busier managed to not only call up and clarify the information but took the time to respond to all my uncertainty. Difficult situation I know with the recall but customer service by stores like Elsternwick (Val) are not called for. Appreciate if the Optus team could have a word with him about it.

Hawkeye0788
Frequent Visitor
Frequent Visitor

See I'm completely fine with paying the $99. But I (like many others) want to be able to pay it from our original contract date. Not next week when we all have to recontract. 

 

We are allowed a difference of opinion. If you are happy then my question would be why are you here reading all the complaints? Go and recontract or get a refund or whatever you are doing and be on your merry ol' way.

 

We all have our interests. If one of mine is staying up to date with new technology when it is released then how is that your business? 

Danzemon
New Contributor
New Contributor

I just like to remind everyone that IF you continue to use your Note 7 and it blows up and you make an insurance claim, please be advised that it will be void due to YOU deciding to keep on using a RECALLED product. Samsung and Optus themselves can't express enough how dangerous it is to continue using an explosive phone. 

 

Now for me, I recontracted to S7 Edge and I will be getting the $250 credit onto my account (Thanks very much Optus for that). When the Note 8 will come out, I will personally be more than happy to pay the 99$ upgrade fee to the Note 8 (assuming we don't have the same hiccups with the note 7).

Krystark
New Contributor
New Contributor

Same here @Hawkeye0788. Im alright to pay for an upgrade should the original contract has been followed. At first, I wasnt even considering to upgrade my note 7 instead I was planning to keep it till my contract expires then upgrade to the next best phone. Now we dont have an option to but to get rid of the phone and recontract or exit without options that we like on how we can change our plan to the next phone.

 

Ill be holding the phone for now till the v20 is released next month. If the phone isnt my liking then I will be cancelling my contract with optus then use my old reliable z2. Save money to buy the next phone, go for month to month plan so should their will be a next explosives issues with the new phone I can go directly to the manufacturer.

 

 

smorgiie
Member
Member

@Chucky110 yes I do realises that but still it's $99 I wasn't planning on paying in a year, and still thenew  plan is 2-3 months out now, so when the new note comes out I will still have to wait a few months to upgrade. Also if I decide to get the s8 instead now after all this note drama I will have to pay the new s7e plan out.

_philly
Frequent Visitor
Frequent Visitor

@smorgiie perhaps in that case the best option would be to go on a BYO sim contract? Thats assuming you still have a phone to use though, but I'd imagine that would give you time to assess your options.

Vatt
New Contributor
New Contributor

@Optus I am currently travelling in USA and they are banning people flying with note7, what are my options as this all happened whilst i have been out of australia. How am i to swap or worse cancel my contract if i cannot bring the phone home???

JAnon1
New Contributor
New Contributor

Most of us have been on the phone with customer support, visiting Optus stores for many hours each. i personally have spent so much time trying to swap my Note 7 for a temporary handset just because i'm in a different city to where the Note 7 is. Optus would not compromise on their strict and often irrational rules.

On top of that, i have also been calling Optus about 10 times about the Micro SD card alone which i never receive.

The $250 credit should be given to Note 7 Customers when cancelling the service for all the troubles that we have to go through. And that's not much, considering the confusion and angst that we went through, with different Optus staff having different responses.

P/S: The S7 Edge plan is a scam. How can that plan be more expensive than Note 7 ones?

 

Danzemon
New Contributor
New Contributor

@JAnon1 how is it more expensive? I am still on the same plan on the S7 Edge for 85$ a month with a $6 handset repayment compared to 11$ when I had the note 7... Something doesn't add up there for your situation JAnon1

JAnon1
New Contributor
New Contributor

@Danzemon On a $40 plan, the handset repayment for Note 7 is $31 while for S7 Edge, it's $37. Hence, the $6 difference. Multiply by 24 months, that's $144. That's for an inferior phone. Wouldn't you call this a scam?

Danzemon
New Contributor
New Contributor

Not really as Different phones regardless of model can have higher or lower handset repayments. I was lucky because I am on a bigger plan therefore more credit on the handset repayment.

JAnon1
New Contributor
New Contributor

@DanzemonWhat they should do is to be fair to all.

As for my case (if i sign up to S7 Edge which i wouldn't), there should be a credit of $250 + $144 = $394.

As for your case, it should be $250 - $120 = $130.

As for those of us who just want to cancel, it should be flat $250.

Wouldn't you agree?

IBS
Contributor
Contributor

@scottster i asked the same question when i was at the optis store. They told me that the 5 gig was a promotional offer that had ended. To get roughly the same data i had to upgrade to the next plan for more money. I was told i had no choice if i wanted the extra data.

Rodsnote
Member
Member

Hey @IBS Im in exactly the same boat and refuse to pay 20$ extra for same data on downgraded phone, I'll be canceling contract and going to Virgin.

PeterD
Member
Member

@Vatt - I am in the same situation and am chatting with the mosds about options - my worst case one is go to a phone repair place, get it pulled apart, throw the battery and bring the parts back - Samsung says they will accept in any condition - hope I dont have to go to worst case though - hopefully this works for the airlines as well - elce i am in a bad place 

poi
Occasional Visitor
Occasional Visitor

Thank to optus to treat me like their valueble customer . I went to store and tried to negotiate with staff at the store as official optus staff posted in this page but only thing i got was the offer to UPGRADE to S7 or S7E (I personally think they should say "downgrade" since Note7 is better) with $250 from samsung. Otherwise, FREE cancellation fee??? No return for headset we paid. They said it's fair since we had Note7 for 2 months. Is this a thing?

 

I think samsung will do full refund for optus and optus still make money from us who not getting any new phone or change plan with our 2 months of headset fee. giving rude service. the best thing they can say is "I do understand you". It also not customer's job to go back and negotiate with samsung since we are your costumer. I just sat with myself calling samsung and try to talk though the option with optus. the other point is why we hv to go with S7 or S7E if we cant get cheaper plan. It might be cheaper if make plan with S7 or S7E since the begining. and FREE cancellation fee do we are the one who break the contract since optus cant provide us the phone made with contract and force us to go w their offer without fullrefund the option that most of customer want.

 

THANK again for your services @Optus

 

Funsky
Occasional Contributor
Occasional Contributor

@JAnon1, @IBS the scam that @Optus are running with an older handset at a higher monthly replacement is just pure greed and definitely no customer empathy or service.

 

According to the warranty on the device, "In Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage", you should be getting the difference in losses from Samsung (and not recontract with Optus afterwards!).

 

So keep your calculations, and paperwork because theres a good chance of a legal class action against Samsung (with Optus joined in for unconscionable conduct).

 

Vatt
New Contributor
New Contributor

@PeterD Thanks for the info keep me posted. I'll do the same!

I've been on the phone to samsung US (not much help said to take down IME numbers and serial and samsung Aus SHOULD refund based on that) and chat to samsung australia and optus (hate to be negative it isnt their fault but gave me no assistance and werent listening about the no fly ban), no real answer yet other than a 'Mary' i got onto 3rd time round on the samsung chat and is supposidly chasing an option with samsung US, she was the most helpful

I am flying out in 2 days so fingers crossed.

_philly
Frequent Visitor
Frequent Visitor

 @Funsky - wouldnt you think that Optus' offer of allowing you to cancel your contract should you not have an ideal replacement to recontract to, or the offer of recontracting be seen as reasonable to you? 

ngo
Frequent Visitor
Frequent Visitor

Had I known there I wouldnt be able to keep my note I would have gone with the S7 Edge on its release in March. So now that I'm considering downgrading to the S7 Edge, the VR headset everyone else got earlier this year is not available to all us loyal optus/samsung users who waited for the Note 7?

They should make the VR Headset offer available again, at least to those downgrading from the Note 7.

Juno
New Contributor
New Contributor

Is there a deadline which we have to do this replacement/cancellation by? I'm thinking of holding out until the v20 or Mate 9 appears on the market.. I don't have a spare phone so I can't really be returning and changing the contract to sim only. And swapping to s7edge is sort of ridiculous, considering I'm paying less for a Note 7. 

Francaq
Visitor
Visitor

With both recalls your Northpark store in South Australia gave me the wrong informatiom and basically wasted my time, which I don't really have alot of as I have a baby to attend to. 

 

1. Told me that the only way I could return my Note was to call up Optus and get a bag mailed to me. Called optus and they told me this was incorrect and has to go to the store again.

 

2. Went in store to ask if we can cancel our contract when returning handset YESTERDAY and was told we can only stay on our plan with no phone or choose a new phone to sign up a plan with. 

 

The staff there are useless and clearly have no clue and still attempt to give you false information. It's a shame as it is my closest store but my dealings with them have really put me off the Optus brand. Customer service is the forefront of your brand and I have always been an Optus customer from day one but I am seriously considering changing to another carrier.

 

 

kirst-mc
Frequent Contributor
Frequent Contributor

@Francaq all the stores in Adelaide seem to be the same.

 

I will not be going back to another store to sort this note7 mess until Optus lift their game and start communicating better with their customers and sales people. 

Hollie
RetiredModerator
RetiredModerator

Heya @kirst-mc - apologies for the experience and we can definitely pass feedback onto these stores. What would you like to do moving forward? If you'd like to PM me through your full name, DOB, mobile number and store you'll be going to I can make sure the store has the up to date communications on this and just give them the heads up you'll be coming in and what avenue you're wanting to go down.

 

@Filiph, you'd need to recontract with the new handset which would make you eligible for the $250 credit. We're unable to add a different phone to a contract that has already started.

 

Haha @Anexias, I am from Adelaide.... we have passed on the feedback to these stores though 🙂

 

Hey @Muz, definitely isn't an option - as this is a recall we don't want anyone to hang on or continue using their handsets.

 

@cbourke, @emm23a & @Kristi23 - just confirming what the time frame should be for credits now, will post back once I have some more info.

Thanks for sharing your experiences @Sidd & @Seaeagles - it is a bit of a sad day for a lot of people but glad to hear you were able to get it sorted 🙂

 

 

Hollie
RetiredModerator
RetiredModerator

@joshi - just confirming now, the $100 may have been an extra goodwill gesture. Leave it with me.

Hey @johno_84, can definitey understand this wouldn't be a great experience for you and pretty confusing and frustrating 😕 I can confirm that the $250 credit is an offer if you recontract on the alternate handsetx. As per the latest update on the Blog, the Samsung offer is only available if you had purchsed the phone outright through them to start with.

Hey @Shar22 - there would still be a credit for the past couple of months handset repayments and any cancellation fees too 🙂

@jrw714 - we do always charge a month in advance however the month that you have paid in advance already will be credited back to you once you chnage plans, you'll also be eligible for a couple of months of handset repayments so hopefully that helps a little too 🙂

Hollie
RetiredModerator
RetiredModerator

Heya @Wheelin - more than happy to look into what plan you were on and see what else we can offer if you can PM me your full name, DOB and mobile number.

 

Hey @Wt82, what plan are you currently on? OUr plans and offers do change from time to time but they still should be pretty competitive.

 

@turbo - just the phone is fine 🙂 I am a little confused about your second post but I think you mean can you keep the note 7 and use it until the IPhone 7 is available? As the recall is world wide and being taken pretty seriously but us and Samsung we advise against keeping the Note 7 and especially using it. If you pop into your local Optus store they should be able to offer you a loan phone and sort out the IPhone 7. As these are quite a popular phone I would recommend signing a new contract for one though as stock is currently on back order.

 

@Funsky - the offer is only available to those who purchased their phones outright from Samsung as the update advises.

 

Heya @Timaru, the $250 offer is still available but as per the blog, you'd need to recontract on an eligible phone so this is only something you can do with us directly not via Samsung.

 

Hey @TravisA80 - can you PM me through your Mobile number, full name & DOB please? We're trying to confirm if you can take it into a Samsung store if you're abroad or what the best process is.

Hollie
RetiredModerator
RetiredModerator

Hey @Aziz - As I've mentioned in previous posts, we do not recommend or support any customers using the Note 7's anymore. I really do urge you to stop using it and go into your nearest Optus store to discuss your options moving forward.

 

Hey @scottster, it may have been an online offer or special offer at the time you signed up on that particular plan. If you can PM me through your full name, DOB and the mobile number we can definitely check it out for you though.

 

Apologies for the experience @ilurim, can definitely appreciate your frustrations and the inconvenience surrounding this 😞 Glad to hear that Emma was able to help you out in the end though.

smorgiie - as we don't know when the new Note will be release at this point in time it's not something we can offer but I will pass the feedback on as it may be something we can look at in the future once we have more info

 

Hey @Krystark, @smorgiie, @ilurim - can definitely appreciate your frustrations with this and apologise if you feel like the offers avaiable aren't what you were hoping for. In regards to the upgrade fees or options when the new Note comes out, as there is no release date as yet we're unable to offer anything at this stage.

 

Hey @Chucky110 - appreciate the info you've been providing but please just be mindful of our Community Guidelines when posting, we want this to be a friendly environment where everyone is entitled to voice their concerns and frustrations.

Ranger58
Member
Member

So I have a question.

 

I just got a SMS asking me to return my Note 7.

 

I returned it Mid last week, can I get confirmation that my handset has been removed from my account?

Hollie
RetiredModerator
RetiredModerator

Hey @cbourke, @emm23a & @Kristi23 & everyone else 🙂

 

Just had confirmation that the $250 credit should be applied automatically by your second bill from when you hand in your device. 

Aziz
Occasional Contributor
Occasional Contributor

@Hollie too bad im out of australia for the next 8 months. But even if i was in australia i wouldnt be DOWNGRADING it for another phone and would wait to upgrade it for a note8 or whatever replaces the note 7. Can you stop dodging my question and give me an answer unstead if regurgitating the same few lines as all the other staff. My question is, in 10 months will optus allow me to hand back my note 7 and pay 99 dollars for the note8 or whatecer replaces the note7???? (Either way in keeping it and have already disabled over the air updates using "EZ disabler" so samsung cant limit my battery like last time). Please answer my question. 

Anexias
Member
Member

@Hollie Haha, well I went into the optus store at norwood on sunday and it was much better than the burnside store, the lady there knew what she was talking about and knew all of the options available, she said I can cancel in store and go on a month to month plan but I just decided to go to a s7 edge instead. I forgot her name but she was great!

Hawkeye0788
Frequent Visitor
Frequent Visitor

Optus does the account credit apply if we chose a note 5 instead? 

poi
Occasional Visitor
Occasional Visitor

Hey @Optus@Hollie - as you said to @Shar22 "there would still be a credit for the past couple of months handset repayments and any cancellation fees too" could you clarify that a credit for the past couple of months handset repayments means just only credit or the headset we paid?

Richlyn
New Contributor
New Contributor

I got my replacement phone on last 25th of September..do I still need to return it?

Ranger58
Member
Member

@Richlyn -Unfortunately all Note 7 phones are to be returned, the entire model is to be recalled and stopped altogether.

So yes your Note needs to be returned.

 

 

Wiman
Member
Member

@Optus, just wondering...is the $250 credit applied to our account on top of the reimbursement of the monthly phone repayment for the past 2 months? 

Richlyn
New Contributor
New Contributor

Is there any possibilities that I can change plan?? and handset as well?

 

Aziz
Occasional Contributor
Occasional Contributor

@Ranger58 it doesnt NEED to be returned, its just that samsung and optus WANT you to return it.

 

(Posted from my samsung note 7)

joshi
New Contributor
New Contributor

@Hollie Thanks for confirming, it wld be great if i can recieve the same goodwill gesture, i have cut my losses and joined the s7e bandwagon. also i can see that my existing contract is still continuing and i am being carried on the same note 7 billing cycle and my data is reflecting the same. i wld had thought a new contract means new billing cycle and data afresh, can u pls confirm. thanks

Funsky
Occasional Contributor
Occasional Contributor

@Aziz is right. They want it to he returned, but nowhere is there in the terms of service or sales does it say a customer must return the equipment. Ownership of the handset transfers upon the contract being entered, in exchange for the laibility of monthly charges and cancellation costs. Thats it.

 

*Though if it explodes and you get hurt, then good lucK trying to access your rights under non-excludable Australian Consumer Law given the extremly high visibility of the recall and their efforts.

 

It doesnt detract from the fact that the S7 and S7 edge is inferior in features and real-life battery longevity though. The stylus gives a functionality ans efficiency that we all can say beats the thumb busting of the s7, AOD third party notifications is not available in s7s and the design is so prone to palm presses which has not been solved by softwate changes to the OS yet!

 

So the question then is: what measures can people take to avoid the handset from being bricked by Samsung or Optus?

Chucky110
Frequent Visitor
Frequent Visitor

By not returning it you have no warranty, no future upgrades. Your phone will receive no security updates and Optus do not have to provide the $99 upgrade

Aziz
Occasional Contributor
Occasional Contributor

@Funsky i disabled all possibility of a future OTA update by downloading  "EZ disabler". Im gonna enjoy using this note 7 until the note 8 is released.

 

As for consumer law, you could possibly state you had no idea about the recall by saying you dont pay attention to the news and deleted the sms application (you can do this with or without root) as well as disabled samsung service messages

Aziz
Occasional Contributor
Occasional Contributor

@Chucky11 optus have not mentioned About that yet and dodged my question. Anyway im out of the australia ntil late next year so im sure optus will be forced to let me update for 99 dollars in 10 months.

 

Explain how the warranty is void......... 

Raistlin
New Contributor
New Contributor

@Aziz at least one carrier has already started blocking Note 7s based on the IMEI number, if more carriers start doing this, nothing you do can stop the phone from being virtually useless.

 

Also, if you're out of Australia until late next year, how are you planning on bringing the Note 7 back to Australia to swap it for the $99 seeing as you can't fly with it?

Juno
New Contributor
New Contributor

@OptusIs there a deadline which we have to do this replacement/cancellation by? I'm thinking of holding out until the v20 or Mate 9 appears on the market (hopefully by Nov).. I don't have a spare phone so I can't really be returning and changing the contract to sim only. And swapping to s7edge is sort of ridiculous, considering I'm paying less for a Note 7. 

ngo
Frequent Visitor
Frequent Visitor

Arranged to leave work early yesterday to get to my local Optus store before they close at 5:30pm. I arrived 5:10 and the doors were shut. I get that they have other customers to serve inside and want to go home at 5:30, but I would expect that due to Optus wanting us to bring the phone in, they would assist with us doing so? Nope, your staff could not care less that I had a note 7 that could set on fire anytime, and he refused me to come in and recontract, so I had no other choice but to go home with my Note 7 and hope it doesnt set on fire.

I guess if your store front staff want me to go home with my phone, then you guys dont really want me to bring it back in to re contract.

10+ years of being a loyal Optus customer mostly having dealings over the phone. Having to go in to a store, I'm appalled by the way i was treated by your staff and the lack of consideration they have depisite the company telling us to come in. Will encourage everyone to avoid Box Hill store if they can, Sunny there doesnt seem to value Optus customers or their safety.

 

Nghi
RetiredModerator
RetiredModerator

@Aziz The $99 trade up offer can only be activated after being on the plan for 12 months.

@Anexias Glad to hear you had a good experience at the Norwood store

@Hawkeye0788 The $250 credit only applies if you re-contract onto the S7 or S7 Edge handsets.

@poi The $250 credit is separate to any crdits you're eligible for in regards to handset payments during the two months you had the Note 7 phone. Were you on contract or did you buy your handset outright? The current options are to bring in Note 7's under contract to cancel plan/contract and either re-contract for another phone or go onto a month-to-month option. If you bought phone outright, then you can bring in for a refund or take it directly to Samsung for the same. 

Nghi
RetiredModerator
RetiredModerator

@Richlyn All Note 7 handsets need to be returned into store. This includes those affected by original recall and replacements handsets.
You can hand your Note 7 into an Optus store and you can choose to re-contract to a new plan/handset.

@Wiman The $250 credit is for re-contracting onto a S7 or S7 Edge hanset and are separate from any oter credits you're eligible for.

@joshi You would normally remain on the same billing cycle if you re-contracted in the same transaction as when your Note 7 plan/contract was cancelled. Is your new plan the same as the previous one you had for the Note 7? If not, I'd recommend double-checking with our Billing team on 133937 or live chat here.

Nghi
RetiredModerator
RetiredModerator

@Funsky We do not recommend continued use of the Note 7 handset for safety reasons. Please power it down and hand any affected handsets to an Optus Shop as quickly as you can.

@Juno there is no current stated deadline for when affected Note 7's need to be returned but that can change very quickly and from direction from Samsung. To gain access to the available offers and credits, we recommend handing in your Note 7 into store as quickly as possible. For safety reasons, we do not recommend you keep using the Note 7 handset. You can re-contract to a new phone/plan or even move to a prepaid plan/handset.

@ngo I'm sorry to hear of your experience 😞 We can send feedback to the store about what happened. Did you ring ahead to the store to let them know you were coming in? You don't need to take your phone directly into the same store you got your handset. Any Optus Store can action a cancellation of Note 7 contract and re-contract to new phone/plan.

Shuey
New Contributor
New Contributor

Thanks for the @Nghi. After a lot of heartache and contemplating , i returned my note7 at the Bourke street mall optus store. I have recontracted to the S7 edge handset. Question would you be able to advise the timeline for the 250$ credit. Will it be in the next billing cycle. Also what abt the credit from the note7 plan is that void now

ngo
Frequent Visitor
Frequent Visitor

I didnt ring ahead, I assumed that if they advertise a close time of 5:30 then they would accept customers at 5:10.

Guess being obvious didnt serve me right this time. Please do provide feedback, I wouldn't want to have to take it further if my phone now sets on fire because the store sent me home with it..

 

Could I get Optus' thoughts on my previous question - and I know it isnt entirely up to Optus, but can the VR Headset for S7 and S7edge contract be reintroduced? Seeing as all of us recontracting basically missed out the first time around because we waited for the Note 7.

Nghi
RetiredModerator
RetiredModerator

@Shuey The $250 credit usually shows up by the 2nd or 3rd bill after the re-contract. If it still hasn't shown after that time then our Billing team will need to investigate further. As for the credit on Note 7 plan, are you referring to a promotional credit on your original Note 7 contract? Your original plan/contract has been cancelled and with it any promotional credits. You'd have re-contracted onto a new plan and would get any promotional credits associated with the new plan. If you're eligible for the $20 broadband bundle discount or student discount then these can be applied to your new plan.

Juno
New Contributor
New Contributor

@Optus @Nghi Hi , if i recontract to postpaid phone and plan, do i get to keep my free EPL access? I assume if i recontract to prepaid or sim only, the epl service will be taken away from me? and to keep it i will have to pay?

Aziz
Occasional Contributor
Occasional Contributor

@Nghi answer my question thay i asked TWICE to @Hollie

Nghi
RetiredModerator
RetiredModerator

@Juno We can certainly have a look at your existing EPL subscription and look to transfer it over to your new plan/contract. Though EPL isn't compatible with a prepaid plan.

 

@Aziz We do not recommend you keep your current Note 7. Several airlines had prohibited the carrying of Note 7 devices in carry-on or in checked luggage. We recommend you contact Samsung inside the country you're currently in to arrange a loan device or replacement. More info from Samsung here. We're happy to take your details over private message and discuss further options.

Aziz
Occasional Contributor
Occasional Contributor

@Nghi please reread my question. I wasnt asking about samsungs concern for my safety iver a phone thatbhas a less than 0.000003% chance of catching fire.  I was asking about if in 10 months from now optus will take my note 7 and 99 dollars so i can do the 12 month upgrade..... please answer my question as this is my 3rd time asking and having my question dodged

Cool1
Occasional Contributor
Occasional Contributor

I am on a corporate plan, how would that work for me? I have no problem when replace my initial Note7 but don't think it work for recontract ad it is all done by my company administrator which is base in overseas. Can I just go to the store & replace the Note7 with S7 Edge?

NikBrooks
Frequent Visitor
Frequent Visitor

@Aziz they will not accept your phone in 10 months time for a new phone. They have no plans for the note,why would they do that for a recalled phone. 

Aziz
Occasional Contributor
Occasional Contributor

@NikBrooks you dont understand what a contract is.  Please dont reply.

NikBrooks
Frequent Visitor
Frequent Visitor

@Aziz yes i do. But if you understand what a recall is maybe you'll understand the situation more. Seems like you lack that.

Aziz
Occasional Contributor
Occasional Contributor

@NikBrooks i hope you are getting paid by optus for this if not get a new hobby.

 

Anyway i have already spoken to an optus rep over the phone and yes they garunteed i will get a nee phone in exchange for my note 7 and 99 dollars in 10 months from now. I posted the question simply so others could see the answer and to encourage people to keep their phones as this is a VOLUNTARY recall as mentioned. Seems you lack reading comprehension and basic understanding 

NikBrooks
Frequent Visitor
Frequent Visitor

@Aziz just for your information,you do understand that this phone will no longer get updates and support right? It might also be bricked also. Keeping the phone for 10 months is really your lost,but your choice. And optus is providing solutions for limiting this. Your replies are very rude people are trying to help.

Aziz
Occasional Contributor
Occasional Contributor

@NikBrooks there are many places like xda developers that will support updates. Also custom firmwares have existed for many years. And even if optus blocked my imei, the imei is only blocked inside of australia and i will be outside of australia for another 8.5 months. Please stop replying to me and trying to spread incorect information amd just let the optus staff reply to my question.

Impreza
Visitor
Visitor

@Aziz I have asked the same question you did about the new phone trade up after 12 months, and Nghi has reply saying if I continue my existing plan witch is the Note 7 I would be eligible for the $99 upgrade to the new phone after 12 months.