Virtual Reality

Samsung reportedly denied Gear VR refund to Note 7 customer because it works with other devices

Samsung is providing lots of options to those who are in possession of the discontinued Galaxy Note 7. They can opt for an exchange with another Samsung smartphone, pick any other smartphone sold by its carrier and retail partners, or just get a full refund for the failed flagship. The company is apparently not being that generous with those who purchased the new Gear VR for the Galaxy Note 7. One such customer says that he was denied a Gear VR refund by Samsung because the handset works with other Samsung devices as well.

Said customer purchased his Gear VR directly from Samsung after ordering the Galaxy Note 7 in August. He participated in the first replacement program to get a what was then claimed to be a safe unit. Now that the flagship has been discontinued and Oculus has disabled Gear VR support for the Galaxy Note 7, the headset is of no use to the customer but Samsung doesn’t seem to be willing to process the refund.

A service rep told him that Samsung won’t process the refund because the Gear VR is “supported by other Samsung phones,” and that he’s out of the 30-day return window. When you think about it, the rep isn’t wrong, the Gear VR does work very well with other phones and Samsung is already providing monetary incentives of up to $100 to customers who exchange the Galaxy Note 7 for the Galaxy S7 or S7 edge.

The customer argues that he’s no longer interested in purchasing a Samsung device so the headset is of no use to him, but an argument can be made that Samsung has drawn a line when it comes to refunds for the Galaxy Note 7 and that it would be a bit too much to ask the company to treat two separate purchases as one. What do you think, should Samsung process the refund even though the Gear VR was bought separately and it had no way to ascertain whether the customer was buying it just because he bought the Galaxy Note 7 as well?

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maccyb
maccyb

After people going through the hassle and trouble of having to change 2 phones the least Samsung should do for customer relationships reasons rather than legal is to refund any customer who bought the Gear VR, if they haven’t replaced their phone with a compatible Samsung device and of course if they haven’t damaged the VR themselves. And not all Samsung phones support it, the cheaper phones don’t nor older phones like S5.

mtbrown262626
mtbrown262626

They are not legal obligation has people got the note 7 has people got the note 7 the gear VR came with it as a FREE GIFT but for those who did not receive it as a free gift then the place of purchase has to refund it otherwise they are breaking the law.

wanblue
wanblue

Samsung have a moral, if not legal, obligation to refund the cost of any accessories bought for the recalled phablet. If they cared about customers they would not even consider refusing a refund.

dihartnell
dihartnell

I’m with the customer on this one. He bought a note 7 and gear VR after that to work with the note 7. I can see why a customer would not want to stick with Samsung….should also refund Gear VR as well. It’s no longer of any use to customer and that’s because of the note 7 recall.

Reshock
Reshock

He purchased it directly from Samsung. They told him that it would work with other Samsung devices, he said that he didn’t want a S 7 and got a different brand device. They said tough s$#&. Now instead of him having a chance to regret his decision he will be permanently P-ed off at Samsung. Smart move Sammy….. And yes they have been very inconsistent around the world on how they handle the accessory situation.

calzone
calzone

How can this be a Samsung problem, it’s a retailer problem.

Freakstone
Freakstone

I think you meant “Headset”, i.e. “because the *headset* works with other Samsung devices”.

HossamAlMasri
HossamAlMasri

Egyptair just banned the Note 7 now.

HossamAlMasri
HossamAlMasri

maybe Samsung has a point since the VR is compatible with other devices but as a good well gesture and to make up for the Note 7 headache Samsung should have accepted it.

now in my condition i bought a clear view cover for the Note 7 and Samsung Gulf refused to refund the cover or any accessories … is it compatible with other devices as well ??

Samsung needs to review its customer service policy.

krym73
krym73

how many reps did u talk to?

HossamAlMasri
HossamAlMasri

i guess most of them .. each has his own answer

krym73
krym73

I got refunded for everything, including the games I had purchased so I think this more of a misinformed employee issue.

HossamAlMasri
HossamAlMasri

KRYM73 also it depends on the region … Samsung Gulf is a nightmare by all means