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Samsung Note7 Replacement Update

Optus
Online Community Manager
Online Community Manager
3 917 218K

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
Aziz
Occasional Contributor
Occasional Contributor

@Impreza thanks for your reply on it. Thats exactly what optus told me over the phone as well. I just wanted the staff on this fkrum to clarify it i  the hopes of preventing others misfortune of downgrading and paying more to downgrade etc.

 

Anyone who wants to keep the note 7, you can upgrade it for 99 dollars after 12 months of contract.  Also to keep the phone my advice is to download "EZ disabler" amd turn off OTA updates. Also to future proof your phone, you can download custom or hacked firmware as well to keep getting updates. Many forums will help you on this.

 

If.... IF optus decide to block imei numbers (IF), then its possible a class action could arrise, as people made contracts for working note 7s that are not being provided. Keep in mind im not a legal expert so dint take this point too seriously. Im going to be happy to use my note 7 overseas where the imei block (if they chosen to do it) would not effect me

jbond007
New Contributor
New Contributor

Hi Optus. Correct me if I am wrong but this is a voluntary recall right not mandatory recall. I have no issues with my Galaxy Note 7. I have ther replacement batch with the blue dot on the obx. My question is will I be able to pay the $99 to upgrade my handset in 10 months to a new plan. Will Optus accept My note 7 then? I can't see any other handset as good as the Note 7. I like the HDR mode when watching movies on Netflix and the ability to capture GIFs and sharing with freinds and mainly the water resistant feature is awesome. Can anyone please reply as I am keen to keep the handset as lot of other people all over the world.

Aziz
Occasional Contributor
Occasional Contributor

@jbond007 yes you can. In the phone, optus staff told me that we can. We made a contract that states we get a specific phone, then in 12 months from contract date we can return that specific phone and pay 99 dollars for a new phone.  As long as the imei number matches, you get a new phone. This voluntary recall does not effect the contract you agreed on. Even if it was a mandatory recall it still doesnt change it. That is what optus told me over the phone.

 

Keep your note 7 and read my previous post for advice on that.

Nghi
RetiredModerator
RetiredModerator

@Cool1 The information we have at the moment is for general consumer customers. A re-contract may not work for you as you're not the account holder but your company is. I'd recommend speaking with your administrator and Optus account manager about the available options.

@Aziz @NikBrooks @Impreza @jbond007 As it stands today, our $99 upgrade offer is unchanged. You can hand in your original contracted handset in good working order and choose to re-contract by paying $99 with a new handset.

Another point is that current credits for re-contrating may not last for an extended period and if you wanted to take advantage of them then we suggest going through the process sooner rather than later.

This situation is unprecedented and we're working with Samsung to provide the best outcomes for our customers. We'll update our original post with new information as we get it.

Aziz
Occasional Contributor
Occasional Contributor

@Nghi many of us dont want the credits and simply want to continue using our note 7 as there won't be an alternative until next year.

 

Anyway thanks for clarifying that for @NikBrooks

ngo
Frequent Visitor
Frequent Visitor

@Nghi could you please provide a response to my query from 9:28 this morning?

"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."

Cheers

Nghi
RetiredModerator
RetiredModerator

@ngo Sorry about that 😞 I must have missed your second question. The latest VR headset promotion was via redemption with Samsung directly. Optus didn't get any stock for it and all come from a Samsung warehouse. It'd be nice but really up to Samsung if they wanted to re-introduce another VR headset promotion in future.

Richlyn
New Contributor
New Contributor

I was talking to an agent at the live chat and say that I don't need to worry about it because I got my replacement phone last September 25..I am confuse now..

Sharee
Frequent Visitor
Frequent Visitor

Pathetic customer service from Optus! 

What is wrong with this company?  Since handing back my Note7 on 11th October,  Optus still can not deal with my situation!  I actually have little idea what it is but all they could tell me was they could not re-contract me to my preferred choice, S7 Edge, as the Optus representative who originally completed my contract on the 31st August, had stuffed it up! The store has basically put my situation in the 'too hard basket'! What made me really angry was, the lady at the store told me in an arrogant tone, that Optus would not release my mobile number,  when I told her I would go with Telstra instead! 

So Optus will sign up a new customer no worries, but refuses a loyal customer & makes me wait even longer! I doubt the store will even bother to call me back since I last spoke to them on Friday 😠

Teenld
New Contributor
New Contributor

The Note 7 is the best phone I've ever had. Nothing on the market comes even close to it. It had great battery life and I had no problems with overheating. UNTIL I DID!!!!!. It over heated while I was at work. Melting the plastic window in my phone case. It was so hot i couldn't touch it.  If i hadn't noticed it on my break it could have burnt down the nursing home I was working in at the time. I can't tell you how bad I felt for even wanting to keep my phone. There was no indication that there was any problems with my phone previously. No hint of even getting warm when using it. Please, I urge people to take back their phones. I know the other options are not anywhere as good, but certainly better than a potentially devastating alternative. 

Ranger58
Member
Member

@Sharee had the same experience here.  So now I can not get a new contract and as my Web dashboard for optus is broken (keeps reverting to a early 2000's optusnet portal that no one at optus can fix)  I have no idea if I am on a month to  month  plan or still contracted for the note 7 that I handed back. What's more the 3 calls to the support hotline maked the situation no clearer  all I get is "if you handed the phone back eveything is fine"  does not tell me what optus has my account set up as at this stage. 

 

So tomorrow I am going to Vodafone to sign up for a note 5. If optus try's to charge me for breaking the contract or anything  else I will be contacting the ombudsman first and my lawyer next. 

Way to treat a long time me customer optus,  after 20 of years as a customer in one fashion or another  I am out of here. 

 

 

Sharee
Frequent Visitor
Frequent Visitor

@Ranger58 i hear your frustration!  

I really want to keep my mobile number as I have had it for years & even brought it over from Telstra!  

I am a financial manager & I deal with accounts on a regular basis.  Not sure why Optus is so incompetent 😠

Ranger58
Member
Member

@Sharee My understanding is if you Handback your Note 7 and do not get signed on a new phone contract that your Note 7 contract is ended and you go on a Month to Month contract you can leave at any time with no cancelation penalty (just pay for what you used). So, you should be able to move your number to any carrier you want

The issue is Optus stores are unprofessional, the first Note 7 I returned the guy at the store wrote my name and phone number on a post-it note, that was the extent of the return process.  The replacement note was returned to a different store, this time the gentleman looked up my account and then typed something in and said all done, yet I am still getting messages from Optus letting me know the Note 7 has been recalled.

So I assume Optus has marked my Phone as returned and done the right thing, but given my past dealings with them over the last few months I have no confidence thy have.

Sharee
Frequent Visitor
Frequent Visitor

@Ranger58 after handing my Note7 in, I was happy to re-contract with the S7 Edge but the store refused due to some stuff up & I am still in limbo!!

 

I just want a new phone & move on.

 

The Optus lady told me I could not take my mobile number. 

Just pathetic customer service 😠

Ranger58
Member
Member

@Sharee Well I call rubbish on that statement from the Optus lady as according to the Statement from Optus on the 12th (Top of this page), you are entitled to 1 of 2 things and I quote
"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."

So that’s the 2 options Optus can give you, so either Optus will give you a new handset or have your contract cancelled waiving all cancelation fees, your choice.

I have a feeling Optus is going to be investigated a fair bit over how they are handling this situation

Sharee
Frequent Visitor
Frequent Visitor

@Ranger58 yes i even showed the lady & she said she was well aware of what Optus was offering but still could not help me! So whoever the Optus representative was that originally did my contract, he never gave me his name, has not only stuffed up my Note7 contract but is also causing problems for me to re-contact! 

Anyway, going to a 3rd store in Canberra tomorrow to see if they are willing to help!!

Ranger58
Member
Member

@Sharee Have you tryed the online chat?

 

I finnally got the answer I was looking for by chatting to somone, they confirmed my conreact is cancelled and I can re-contract at anytime.

 

Great thing about chat is you can take pictures and print as proof

Sharee
Frequent Visitor
Frequent Visitor

@Ranger58 yes I have nearly exhausted all avenues! 

I have spoke to numerous Optus representatives online, in 2 different Optus stores, Facebook, over the phone & on here! So far I have got no where 😔

 

Anyway, I will try a 3rd store tomorrow & see how I go! I have lost faith in Optus & I am over their poor customer service.  If this is how they treat loyal customers, I prefer to go elsewhere! 

Ranger58
Member
Member

@Sharee

Oh trust me I know where your coming from, I may be re-contracting tomorrow buts it aint with Optus.

 

Anyway, I wish you the best of luck with your issue, and remember if they do not come up with a reasonable solution go to

 

https://www.tio.com.au/

Sharee
Frequent Visitor
Frequent Visitor

@Ranger58

Good luck to you also! I hope you receive the best possible outcome 😉

Thank you for your advice! 

Hawkeye0788
Frequent Visitor
Frequent Visitor

Why can't I get the account credit on a note 5? This is riculous....

 

I'm staying with Optus, staying with a Samsung product and going backwards?! The S7 and S7 edge don't cut it for me.

 

Seriously.....make it somewhat easy to stay loyal....

Ranger58
Member
Member

Yeah dont get it, some of their rivals do here if the quote from Vodafone

"Please visit a Vodafone store to return the device, where you can also arrange a swap to another Samsung device or an alternative smartphone. You’ll also receive a credit for $250 which will be applied to your account when you swap to an alternative Samsung device."

 

So Alternative Samaung device, nice to have a choice

Funsky
Occasional Contributor
Occasional Contributor

@Aziz looks like its checkmate. Samsung has now got exchanges set up airports in major cities to capture the domestic and international outbound travellers (its also banned on airplanes too - on or off).

 

So with IMEI blocking, OTA bricking and no mainstream after-sales support for maintenance, all we can hope for to cling on to this AWESOME phone is a thriving blackmarket that spoofs IMEI (I assume tech nerds are smart like that) and appreciates this increasingly rare specie!

 

Ps: Still not returning my amazing and non-explosive Note 7. Based on my calculations, the risk of you being involved in just one (1) car crash in your whole working life time is 2x greater than your phone exploding!

 

To the nurse whose phone did meltdown, go buy a big big lottery from Tattersalls quick!

Funsky
Occasional Contributor
Occasional Contributor

Something interesting folks: despite the recall, there are reports today that the Nougat Updates by Samsung will be rolled out to Note 7!

 

"The current list of confirmed devices to be updated to Android 7.0 Nougat includes the following: Samsung Galaxy S6, S6 edge, S6 edge Plus, Galaxy S7, S7 edge, Galaxy Note 5 and the now-infamous Galaxy Note 7."

 

 

Funsky
Occasional Contributor
Occasional Contributor

Disregard the previous post.  Stupid journalist from India Times linked a page that was clearly written before the final recall! 😲

HelenBui
Member
Member

When I re-contracted S7 edge last day, my new contract has "Remaining Equipment Repayment in 3 months" cost with $1077.99. I do not understand why I should pay this cost @Optus. Optus Store said that $250 credit will minus in this cost of 1077.99

Danzemon
New Contributor
New Contributor

@HelenBui You won't be paying that 1077.99. My customer rep at my local shopfront confirmed with head office and assured me that I won't be paying for it and their system will automatically not charge you for it, however just keep an eye on the bills in case they do by error and call them ASAP. 

Nghi
RetiredModerator
RetiredModerator

@Richlyn This recall is for all Note 7 handsets regardless if you got a replacement in the original recall. Please go directly into an Optus store to hand in your phone and get your contract cancelled. You'll be able to re-contract or go onto a month-to-month option.

@Teenld We're sorry for your experience. Glad that it didn't cause major damage or fire at your workplace. This underscores our insistance that all Note 7 owners surrender their phones as soon as they can. Have you handed in your affected handset?

 

@Sharee We're sorry to hear of the problems you're having 😞 Just to be clear, you have handed in your Note 7 already but the re-contract isn't going through our systems? This was because the original Note 7 contract wasn't completed correctly? Regardless of these issues, you should be able to port your number to any other provider. You'll just need to ensure that information matches on our system and theirs.

Nghi
RetiredModerator
RetiredModerator

@Ranger58 We're sad to hear you're choosing to change providers. Were you already placed on a month-to-month plan after handing in your Note 7?

@Hawkeye0788 The $250 credit is only being provided if you re-contract onto the S7 or S7 Edge handset.

@HelenBui That would be the payout for the Note 7. This should be waived on your bill but if it hasn't then our Billing team can investigate further.

PhoneJunkie
Occasional Visitor
Occasional Visitor

Like all other users here, I received really bad customer service from optus. I have returned my Note 7 on the first recall itself and requested to move me to sim only plan. This was on 8th September. The staff at optus store told me that refund process will be taken care by backend (luckly I got a reference number for this). I had numerous follow ups on online chat, phone call, visit to shop. I was promised don't worry it will be taken care of. 

 

When I received my Inoice, I was shoked, The contract was moved to the sim only plan with the handset re-payment of $1024.51 and 1st installment of $341.51 was invoiced. Again I have to spend few more phone calls to billing to sort out. 

Now the portal indicates amount $341.51 less. Do I have to escalate to Billing team on each invoice ? or the whole handset payment will be taken care?

 

Totally disappointed the way Optus handled this issue even if you call this is unprecidented or unique situation. I decided to move this service out of optus. 

ohana
Occasional Visitor
Occasional Visitor

Hi need assistance, I handed the original note 7 on the first recall back on the 8th September and we never received a replacement, now I just want to cancel the whole contract.  What I don't understand is why do I need to go instore and cancel the contract!

AlexRH
RetiredModerator
RetiredModerator

@PhoneJunkie - Definitely not the type of experience we'd want you to have, I'm really sorry 😞
Given the situation, it's not good to hear that you've since been charged handset repayments!  If you can pop into your local store when you get the chance, we'll be able to take care of it for you, alternatively, you can chat with us HERE from a PC/laptop. 

 

@ohana - I can absolutely understand your frustration, that's a long time to wait for your replacement however we really don't want to lose you 😞 If you're wanting to cancel the contract altogether you would need to go in-store given the situation and that it involves a Note 7 replacement. Please let us know if you're needing any further clarification! 

iwantalogin
Frequent Visitor
Frequent Visitor

My Experience has been horrible. I handed in my phone back in September. I have had no follow up from optus and have to find threads and information like this myself.

 

After the replacement option was cancelled I contacted optus to ask what my options were. I was told to go in store as they weren't able to help me online. I go into the optus store in Bouke St Mall and after waiting to get to talk to someone they said sorry we can't do anything here you need to call optus directly. I asked if they could tell me what my options would be. The person at the store said she didn't know. I asked if she new about the $250 credit optus were offering she said 'of course I do'. Again I asked well what are my options? 'I just told you' was her reply. It only got worse from there and I lodged a complaint as soon as I left the store. I am still waiting for someone to contact me regarding the complaint. 

 

I was also told that I would only be credited $8 for handset payments made over the 2 months of the contract. The $44 handset credit included in my $100 plan will not be. I understand that this is a 'credit' but after handing back the phone it really means I've been paying a $100 plan for nothing. The main reason for going on a higher plan is to get more phone for the money. Take that away and there is not much difference between a $60 plan and $100.

 

So at the moment I'm still paying a contract that I don't have a phone for, can't get an sense out of optus, and feel really saddened when I look at the alternatives available to me.

Marie
Trusted Contributor
Trusted Contributor

Oh no! That's really disappointing to hear iwantalogin 😞 

 

Certainly your instore experience shouldn't have happened, the team should have been able to guide you more as to what is going on. 

 

To confirm you didn't receive an SMS about the recall and what to do about your phone as we were waiting for a replacement?

 

Could you please PM me your mobile number and date of birth so I can take a look at what's going on with your complaint and confirm the right process for your enquiry.

 

DayBlossom88
Member
Member

Um is there a reason i received a text from Optus on Moday: Urgent update about your replacement Samsung Galaxy Note 7. For the benefit of consumer safety Samsung is extending its current recall to include all new and replacement Galaxy Note 7 smartphones. Immediately back-up your data, power off your handset and return it to your closest Optus store. Visit Yesopt.us/note7 for info. Any questions? Reach us at optus.com.au/contactus. Sorry for the inconvenience, your Optus Team.

 

 

 

I handed my Note 7 and cancelled the plan last Thursday and went onto the same type of plan $100 plan with the Sony Xperia Z5 Premium so I don't understand why i received the text message about my Note 7 which I no longer have? 

emm23a
New Contributor
New Contributor

I keep receiving text messages about returning my Note 7 to Optus even though I did return it 1 week ago. How do I verify with Optus that I have returned my phone?

Marie
Trusted Contributor
Trusted Contributor

Oh no! Thanks for letting us know about this DayBlossom88 & emm23a,

 

Can you please send through your mobile number, date of birth and names as they appear on your account via PM and I'll let our team know about this.

 

Cheers.

DayBlossom88
Member
Member

@Marie

 

Done. Messaged you 🙂 

Marie
Trusted Contributor
Trusted Contributor

Awesome! Thanks DayBlossom88 🙂

 

I can see that Hollie's picked up your PM and will be replying to you shortly.

Seaeagles
Member
Member

I understand that we had to return our note 7s  into the Optus store.. I handed my note 7 back last week into the Optus store but I'm receiveing text messages to return my note 7 ..I'm starting to worry why am I receiving these messages hasn't it to put in your system that I've returned my note 7.. it's getting really annoying getting these messages asking to return my note 7 .. 3 messages with in a week.... I would like to know if mine in the system that I've returned my phone

Marie
Trusted Contributor
Trusted Contributor

Thanks Seaeagles, we're looking into this further if you could please PM me your mobile number, full name and date of birth I'll add it to the list of customers experiencing this issue and check to confirm the device has been received by our warehouse.

JenniferSwift
New Contributor
New Contributor

Hi Optus, when I recontracted with Optus again for the Note 7, I was given a retention offer of $253 credit to my next bill. Will I be credited the handset repayments when I refund the note 7 and recontract on a sim only plan? I am still waiting for the next Samsung phone to come out before I go on a phone + sim plan. 

Serena
RetiredModerator
RetiredModerator

Hey hey @JenniferSwift, happy to have a peek for you 🙂 Can you send your details in a PM? Each case is evaluated by a case by case basis. 

JenniferSwift
New Contributor
New Contributor

Hi Serena, how do I PM you? 

Gen_R
RetiredModerator
RetiredModerator

Hey JenniferSwitch  - you just just need the click the hyperlink where it has Serena's username and then click Private Message. 

Sharee
Frequent Visitor
Frequent Visitor

Received the best service today after a stressful & frustrating 1 1/2 weeks with Optus! Thanks to Telstra for relieving my stress. They glady signed me up with no problems, unlike Optus who kept palming me off & unable to help.

The nice Telstra representative was so surprised when I told him my unbelievable dealings with Optus. 

Bad luck Optus, you stuffed me around too long & you have lost a loyal customer! 

Sharee
Frequent Visitor
Frequent Visitor

@Chi89 I had the same drama! As I did the Note7 contract online, they happily took my Note7 back but refused to re-contract me.

I contacted multiple Optus representatives online, on the phone & visited 2 stores and all I got was unhelpful & in some cases rude responses.

After 1 1/2 weeks of being told 'we can't help you', I have left Optus & Telstra has gained a loyal customer 😉

Aman_B
Moderator
Moderator

Sorry to see you leave Nick frown @Sharee. Do keep in touch & let us know if you need a hand with anything else in future. Please contact us here again if you change your mind.

Chucky110
Frequent Visitor
Frequent Visitor

I am also receiving these messages, twice this week. I know it is a check up but sending them to people who have already returned it makes them stress and worry that something is not done right.

Aman_B
Moderator
Moderator

Hey @Chucky110, could you please confirm if these SMS are from Optus or Samsung?

Krystark
New Contributor
New Contributor

@Aman_B I believe this is what the others received today.

 

OPTUS MSG: Not returned your Samsung Galaxy Note 7 yet? You must immediately back-up your data, power off your handset and take it to your nearest Optus store. Airlines have now issued a ban on flying with this device for both carry-on and checked baggage. This covers international and domestic travel. Visit http://yesopt.us/note7 for more information. 12:50 PM

Aman_B
Moderator
Moderator

Thanks for confirming that @Krystark. Please let us know if you receive the same SMS more than once. 

PhoneJunkie
Occasional Visitor
Occasional Visitor

@AlexRH: As per your direction had a chat with billing team. Again not much help. In summary following is the highlights:

"I understand the your concern
I have a detailed note on your account and charges will be taken care if it
I request you not to worry about it."

 

Not sure how much I can trust and ability of your back end team in sorting out the isses. Similar commitments were made on 30th September on online chat (they inturn contacted the store ) and made the following commitment:

 

"So to cut off all charges, The Manager Of the Store had taken commitment..

I assure this Issue will be resolved soon for you."

 

Despite the commitment, handset charges are charged on 4th October. I will wait for next invoice (i.e. around 4th November). If any handset repayment charged for this device then, sorry, I won't wasting any time with optus ..  I will straight go the ombudsman.  I had wasted enough time with optus for the past 6 weeks 

 

 

@Aman_B: I also revived similar sms today at 1.50 pm as highlighted by @Krystark. 

 

 

 

Junine
New Contributor
New Contributor

@Aman i am also receiving msgs coming from @Optus. The first 1 was last oct. 17 then today. I have already returned my n7 last oct. 13 and recontracted to the s7 with the 3.5gb.  My optus apps portal still continued to show my previous data usage and some incorrect data. 

Aman_B
Moderator
Moderator

Hey @PhoneJunkie, did you cancel your contract or returned Note 7 and changed to a Samsung S7? 

Aman_B
Moderator
Moderator

Hi @Junine, thanks for letting us know.  The SMS's are pro actively being send out so that all the Note 7's are returned. Please do let us know happens again. 

Chucky110
Frequent Visitor
Frequent Visitor

The messages are from Optus

Brats
Occasional Visitor
Occasional Visitor

Hi, I have the replacement Note 7, love the phone and sorry to have to hand it back in again. You guys at Optus gave me the S7 Edge to use between  replacements didn't mind it but in the process of taking back my second Note 7 i'm told that to have the S7 Edge its going to cost me an extra $7 dollars a month on post paid handset repayments which I think is unfair considering the S7 Edge is a older and an inferior phone than the Note 7 and my original choice was not the S7 Edge.  

feeling disappointed with Optus.

Funsky
Occasional Contributor
Occasional Contributor

@Brats it makes sense to just keep the Note 7. Its newer, cheaper and better. If youre not planning to travel with it and you dont place the phone under your pillow overnight, i think the 1/70000 chance of some unsoectacular battery fizzle in the next 365 days before the Note 8 then becomes a manageable non-issue.  IMHO. #KEEPER. PS: @aziz is also keeping and we're blocking any bricking attempts via uto update with EZ Blocker.

Shae
Trusted Contributor
Trusted Contributor

 

Funsky - Due to the concerns that have been raised and the express directions to return the device from the manufacturer,  we'd urge you to return the phone as soon as possible.

 

 

Brats - Unfortunately any charges related to the handset you select as a replacement would need to be paid. Did you raise this issue with the store when you discussed the option of upgrading with them? 

Rodsnote
Member
Member

Optus, Would there be a problem if I contracted with another provider and as soon as the number was ported over I returned my note to Optus.

I'd stay with Optus but 20 dollors a month extra (cheaper s7e) to what I'm paying now for similar data is out of the question.

Scott_M
Valued Contributor
Valued Contributor

@Rodsnote You can certainly port out and the account will be cancelled once the port goes through. We won't be able to avoid the Contract Break fees being applied in this case. They'll need will need to be manually credited back by Customer Care once the device is returned to the store. 

Sidd
Frequent Visitor
Frequent Visitor

I am not sure what's going on with Optus now. I have returned my phone last week and recontracted to S7-Edge but still receiving SMS to return the Note 7. 

 

As i have recontracted to new phone then billing cycle should have been changed but no bills generated till now (after a week). Can somebody tell me when the bill will be generated so that i can check how the credit, handset repayments etc. are handled in bill?

 

Rodsnote
Member
Member

@Scott_M So are you saying once credited back I won't be out of pocket at all

Hollie
RetiredModerator
RetiredModerator

Hey @Sidd - a few of these SMS blasts are going out to all customers with Note7's however if you can PM me your full name, DOB, Mobile number and a copy of the SMS we can pass this feedback on.

 

@Rodsnote - well in regards to any cancellation fees or handset fees you shouldn't be out of pocket that is correct. We'd really love you to stay but understand that you may feel you want to go with a different provider 😞

Deatholar
Visitor
Visitor

So I had the great time of visiting your Gateways Store in Success. Well not counting the time I had to go back to hand in the original and replacement note 7, I recontracted for the S7 edge.

 

I'm sure like a lot of people, we dont open the box to use the phone at the store but rather at home. Well the display on my phone was faulty, so I went back couple of hours when I got it to ask for a replacement. Because I had left the store it can't be classified as DOA so had to be sent off for assessment.

 

I wasn't happy with this and it might be policy or not, but to be waiting for months for a phone that will last me at least a year for the upgrade option, this is annoying to say the least. 

 

I have been a loyal customer and wish more can be done.

Hollie
RetiredModerator
RetiredModerator

Hey @Deatholar, I can appreciate where you're coming from as you've already been inconvenienced in regards to the Note 7 recall but unfortunately as soon as the phone leaves the store any damage or issues need to be assessed by our team at the warehouse, I understand that it may have been like that in the box but they do need to just confirm what may have caused this.

 

Were they able to offer you a loan phone at all while this was being looked at?

Deatholar
Visitor
Visitor

I wasn't offered a loan phone, so i just had to borrow an old phone for the mean time. Well hopefully the assessment will be done soon and I can get my new phone.

Dp888
New Member
New Member

I also want to go to another provider but keep my number. I just wanted double check whether I'll be charged for a contract break fee if I do so without returning the note7 and if so will this be waived by Optus once I hand in the Note 7 back into an optus store?

 

My understanding is that it takes about 1 to 2days for Optus to revert back to my previous plan and then I would be able to switch providers without incurring cancellation or contract break fee. This means I won't have a phone for 1 or 2 days which won't work for me as I do not have a spare phone to use.

 

Can optus advise please.

joshi
New Contributor
New Contributor

@Hollie@Deatholar If i am not wrong your case belongs to ELF and you are entitled to a replacement phone on the spot if you wish to instead of waiting for days for the evaluation. I remeber doing this with Telstra in 2011/12 for my S2 then which turned faulty after a week and they were happy to replace it with a new one on the spot.

joshi
New Contributor
New Contributor

Infact I have been having weird issues with my S7E since day 1 and was wondering whether to take it back to the store or not as I was hesistant based on my previous experiences at the store. @Deatholar experience proves me right. However i would still expect to be able to go back to a store to get a new one based on ELF if i face considerable issues using the phone.

MuhammadAmin
Occasional Visitor
Occasional Visitor

Hello,

I bought Note 7 from Optus Australia, and after first recall from samsung i replaced it. But now i am in Pakistan, I cant carry it in airplane.

What I am supposed to do now, please help me out.

Thanks

Casey_
Super Contributor
Super Contributor

Hey @joshi - If handset is faulty, you will get a brand-new sealed replacement handset, however this is only if you open the phone in-store and notice the fault. If you have left the store and then notice the fault, the handset will need to be sent off to be assessed under ELF. Our in-store representatives always offer to set up the phone to confirm the handsets working correctly before the customer exits the store. 

Casey_
Super Contributor
Super Contributor

Hey MuhammadAmin, you would need to visit → http://www.samsung.com/au/galaxynote7-notice/travelling/ and fill out the 'Australian Customers Overseas' form.

Big_Pete
Occasional Visitor
Occasional Visitor

After trying to return my phones (I have 2 note7's on my account) to the Morayfield QLD store yesterday, a 1hr round trip from home, I am still in possession of these phones. The store I visited had very few phones on offer (I'm not currently interested in an Iphone or overpriced Samsung S series) so was looking at alternatives in store (LG, Blackberry, Note5 as listed on website) they didnt have these phones, and as such recommended that I go online and purchase from there. I then asked if that was to occur, do I then just go back to hand in my phone instore? The assistant said that they would not be able to accept it if they did not do the order and transfer there and that online sales would have to provide a solution. However, everything read here so far suggests it must be done in store. Please advise and recommend a solution so that I can power down my current Note 7 and replace it with a phone less prone to catching fire. Cheers

Nghi
RetiredModerator
RetiredModerator

Hi Big_Pete, really sorry for that experience 😞 You can hand in your Note 7 devices directly into any Optus store and have the original contracts cancelled. You'll then have a choice to re-contract onto a new plan/phone or move onto a month-to-month. If the phone you want isn't in stock at that store then just go onto a SIM only plan. You'll then be able to re-contract at any other store or online through website or via online chat here.

Funsky
Occasional Contributor
Occasional Contributor

There seems a lot of ignorant or lazy workers on the shop floors of Optus stores around the country! It's wasting hundreds of hours of customers (combined).

Richlyn
New Contributor
New Contributor

i returned my note 7 at optus gungahlin last night, kate was so helpful..now i got new plan and handset..i feel sorry for them specially if they get all blames from the customers..it's not optus fault..no one wants this situation..optus staff are trying to do the best to satify their customers and give the service that they deserve..people just need to understand the situation..if it is inconvience for us..it is more inconvience for them to..because we are just thinking of our own situation and they need to think and deal with all of our situation.

iwantalogin
Frequent Visitor
Frequent Visitor

Was told in store last night that I'll get a $50 credit if I recontract with a different brand. First time I'd been told this online or in store. How hard is it to send a memo to all staff?

Sharee
Frequent Visitor
Frequent Visitor

@Richlyn well you are lucky to receive good customer service from the Gungahlin store. When I visited there over a week ago, they refused to help me!

Hollie
RetiredModerator
RetiredModerator

Hey @iwantalogin (did you have some problems picking a username that wasn't taken :p) - I'm not aware of any other credits being offered for re-contracting for a non-Samsung handset? Maybe that particular store? No information about a company wide offer at the moment. What store was this?

ngo
Frequent Visitor
Frequent Visitor

Hi Optus,

I made my 3rd attempt to re-contract my note 7 to a s7 edge today.

Once again I was sent home with my Note 7. We have 3 mobiles under the 1 account, the account holder works 6 days a week and I am not able to come in with the account holder during any optus store business hours to recontract to the s7 edge. This is despite the fact that for the last 6+ years, I have upgraded and recontracted my own mobile plans directly with Optus via phone and online communications, without requiring any involvement from the account holder.

 

I undertand that it is your retail stores' policies that the account holder must be present to sign contracts, but under the circumstances with the note 7 and your decision to recall the phones, it is highly unreasonable that you are unable to do anything to accomodate for my circumstances. Reece at Optus Southland even told me I could just go and do it online or over the phone. I think by now we all know that all the online/phone representatives can do is direct us to go into a retail store.

 

I have done everything i can do recontract my phone. I have been very inconvenienced numerous times. I am honestly sick and tired of going out of my way trying to do as you request, with no reciprocation as you cant help me anyway.

Because of your policies and inability to make excemptions under the given circumstances, you have left me no choice but to keep my note 7 and continue using it.

 

Having been a loyal customer for over 10 years, its very disappointing that I do not feel like a valued customer.

 

Before leaving each Optus store with my Note 7, i have confirmed with each store that they are sending me home with a  recalled phone despite the health and safety precautions of the recall. At this point in time, i will not be initiating any further efforts to recontract my phone to the s7 edge. If optus are genuinely concerned for my safety and do not want me to continue using my note 7, i would like to see some action to evidence that they are saying.

 

Hope to hear from you before any injury or damages are caused by my note 7 which you have forced me to go home with.

Hollie
RetiredModerator
RetiredModerator

Hey @ngo - for privacy reasons it is correct that a non- account holder isn't able to re-contract a service. If you did this online in the past I am assuming you added the account holders details on their behalf?

 

Most of our Optus stores are open 7 days a week so if there's anyway you can get into the store with the account holder that would be best. As per our blog and all information communicated by us and Samsung, the Note 7's shouldn't be used and should be switched off until you're able to swap it out.

ngo
Frequent Visitor
Frequent Visitor

Hi @Hollie

Unfortunately the account holder works 6 days a week and has other commitments as well, so theu arent able to come into store, hence i do all communications in their behalf over the phone.

I thought if i was an authorised person to recontract over the phone, which could be less secure than in person, i would be able to achieve something in store. I understand thats your policy though, so its unfortunate nothing can be done for me.

As i use my phone throughout each day for work and personal use, it isnt feasible for me to switch it off unless i was provided with another smart phone to use.

As optus are unable to make any exceptions or accommodate my circumstances in any way, i havent been left with any other option but to continue using my note 7.

 

Hannah-L
RetiredModerator
RetiredModerator

It sounds like it might be worth arranging for the account to be switched into your name if you're the primary user of the account and the account holder isn't available at any time. You can locate our page for Change of Ownership info here.

umBERK
Frequent Visitor
Frequent Visitor

I will be looking to hand in my note 7 this tuesday in, and i am aware they are offering a recontract promo with another samsung device. Is this true? How much are they offering to recontract? I am currently looking at the S7 but im not going to bother if i get no benefit from Optus ..

Dan_C
Retired Employee
Retired Employee

Hey @umBERK, that's correct. We're offering a $250 credit for those who choose to recontract to a Galaxy S7 or Galaxy S7 Edge on a new 24mth contract. If you want a bit more info - check out → https://yescrowd.optus.com.au/t5/Blog/Samsung-Note7-Replacement-Update/ba-p/180681/page/55#comments....

umBERK
Frequent Visitor
Frequent Visitor

Dan, thanks so much mate, how does the credit come into the account? I know sometimes it takes a month or 2. Do we also get the handset repayments credited back onto our account as well? Do the stores know how to process the pcredit or is it all done through behind the scenes? Thanks again for the quick reply.

Dan_C
Retired Employee
Retired Employee

My pleasure 🙂 the credit gets applied automatically by our billing team. Our retail staff members will need to send off a request to ensure the credit is applied.They should be across the process as they've been sent through all relevant communication. The credit generally appears on your second invoice. We'll also credit back the full amount you've been charged for the faulty device. If after visiting the store you still have concerns, let us know. We'll be happy to offer some clarification here. 

JAnon1
New Contributor
New Contributor

Is the $250 to recontract with Samsung S7 Edge an Optus offer or Samsung offer?

Dan_C
Retired Employee
Retired Employee

Hey @JAnon1, The offer is for those who opt for a 24 month contract with either a Galaxy S7 or 7 Edge handset. Samsung is offering an incentive for those who have purchased a handset directly through them. Click here for more info. 

JAnon1
New Contributor
New Contributor

So the $250 offer is an Optus offer. I find it bizarre that all the carriers offer the same $250. It seems like they are all colluding and not competing.

Dan_C
Retired Employee
Retired Employee

I can't really comment on what other carriers are offering. The $250 credit is something we have available for Optus customers. 

emm23a
New Contributor
New Contributor

@JAnon1 I would say it's highly likely to be a Samsung offer

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

emm23a
New Contributor
New Contributor

@Optus I have just noticed that you are once again offering the S7 on the $85 plan for only $65 per month until the end of October. This was offered in September I recall as I had a friend sign up for this deal. When original and replacement Note 7 devices were recalled and we were told we must hand in our devices, I asked on this blog on 12 October if it was possible for affected customers to be offered this deal, but my comment was ignored. I needed a new phone once I handed in my Note 7 so recontracted to the S7 on the $85 plan. You can imagine my anger when I noticed today that the $65 deal is being offered again. Once again the individuals who acted quickly and did the right thing by handing back the Note 7 and recontracting immediately are being disadvantaged, while the late comers can receive this deal and the additional $250 credit that is being offered if recontracting with a S7 or S7 Edge. It is obvious that Optus has done this on purpose to make more money by offering this deal AFTER the majority of customers have recontracted. I am sure all customers who recontracted with a S7 after the Note 7 debacle would agree that it is only fair our contract can be edited so we can take advantage of this offer after the countless hours we have had to spend at your stores sorting this issue out that is due to no fault of our own. It would be great if one of the moderators could ask this question and provide an answer by close of business on Tuesday 25 October. If I haven't had a response by then or if it is not possible for recontracted customers to edit their contract to take advantage of this offer, I will be lodging a complaint with the TIO because it is evident Optus is taking advantage of its customers by offering this deal at this specific time. I took Telstra to the TIO this year and easily won with perseverance; I will not hesitate to do the same with Optus.

JAnon1
New Contributor
New Contributor

i've the 5 Gb bonus data as the Note 7 plan is my second phone plan. As i need to cancel Note 7 plan, if i sign with another phone plan, will i be able to retain the 5 Gb bonus?

Dan_C
Retired Employee
Retired Employee

Hey @emm23a, they're are some valid points you've raised. We're always switching up or marketing offers (it's simply the nature of such a competitive industry). We definitely don't want you feeling hard done by all of this. I'm sorry we hadn't answered your initial enquiry when you'd come through originally - we wouldn't of intentionally ignored you here. Are you able to send us through a private message? We'd need your full name, DOB and mobile number. I'm more than happy to discuss this further with you.  

Dan_C
Retired Employee
Retired Employee

Hey @JAnon1, send us through a PM. I'd need take a further look at what you'd been offered. At which price point was the plan you'd signed onto with the Note 7? 

emm23a
New Contributor
New Contributor

Thanks @Dan_C. Have sent you a PM

kiss3bb
New Contributor
New Contributor

Hi there, I have a problem regarding for the note7. My wife is in overseas at the moment with her note7, but all airlines are banned with the note7 on board. She cannot bring the phone back to Australia to get the refund or recontract. Can Optus suggest what she can do?? Thanks.