Just found this on EE's website. It was a close call between staying with Vodafone and moving to EE. Having been pushed from pillar to post and got nowhere with Vodafone, starting to think I made the wrong decision to stay... EE are giving loan phones and an extra 8GB data per month to their customers.
Your questions answered.
In response to press reports regarding issues with the new Galaxy Note7, Samsung has conducted an investigation and found an issue with the battery cell. If you have pre-ordered a Samsung Galaxy Note 7 please read below to find out further steps.
We will keep you informed as we learn more from Samsung.
Q: What is the issue?
A: Samsung has advised that based following their investigations, they have identified an issue with the battery cell in the Note7 which caused it to overheat in a very small number of cases.
Q: Are other devices impacted?
A: This only affects the Samsung Galaxy Note7.
Q: Are other operators doing the same thing?
A: Samsung has halted sales of all Note7 devices globally, and is asking that customers return them.
Q: How will you be contacting me?
A: We are in the process of texting and calling customers who have received their Note7 devices to arrange their return and discuss options.
Q: Do I really have to return my device? I heard it was just devices in Korea/elsewhere that had issues?
A: Product quality and safety are the most important thing here which is why we have recalled all of the devices that have been sold, and we strongly recommend you return the device to us. If you keep the device you are doing so at your own risk.
Q: I've just experienced the battery cell issue with my Note7 , what do I do?
A: Please contact us immediately and we will support you and take the appropriate action.
Q: Can I get a refund?
A: Yes, we will refund any deposits or payments made on a Note7, subject to return of the device if you have one.
Q: How long will a refund take?
A: It can take 5-10 days for a refund to be processed.
Q: I’ve ordered a Note7 but it hasn’t been delivered yet, what does that mean?
A: We’ll deliver Note7s when we get stock from Samsung but we don’t expect this to be in fewer than 28 days. We will keep you updated on the latest expected delivery dates.
Q: Samsung is asking us to contact them to arrange returns, should I go through them or EE?
A: We’re recommend that customers return their device through EE as we can discuss all options available and provide temporary or alternative devices.
Q: Can I cancel my order and buy something else?
A: Yes, please contact us on 150 or in-store to discuss the options available.
Q: Will I be compensated for the inconvenience?
A: If you pre-ordered to receive your device three days before launch, we are providing 8Gb a month of extra data as a gesture of goodwill.
Q: Will I still get the extra 8Gb on my account every month as promised?
A: If you pre-ordered to receive your device three days before launch, yes, we will still provide you with the additional 8Gb per month as promised
Q: How do I send my device back?
A: Customers who already have their device should either take it to their nearest store, or call us to arrange for delivery.
Q: I don’t have my old phone anymore, I was planning on using the Note7 – will you loan me a phone?
A: Yes, we have a arranged to provide Samsung Galaxy S7 Edge devices to customers who are returning their Note7 while we wait for new Note7’s from Samsung.
Q: What phone will you provide?
A: : Yes, we have a arranged to provide a Samsung Galaxy S7 Edge.
Q: How will I get my loan phone?
A: Our advisors will discuss this with you when they speak to you.
Q: Do I need to give the loaner phone back?
A: Customers who take a Samsung Galaxy S7 Edge on loan from us will need to return it to receive a Note7, however, if the customer prefers to keep the Samsung Galaxy S7 Edge they can just let us know and we can cancel their Note7 order.
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