Extremely frustrating experience with Support for Note 9 - Gear VR!

[guzziride]

I have a Samsung Note 9 and a Gear VR Model SM-R325. They don't work together. It seems, from everything I've seen, that Samsung is providing an adapter GH81-16186A to make them work together. So far so good. BUT, I spent almost three hours on the phone over two days with Samsung Canada, trying to get them to send me the part, or even allowing me to BUY the part, to no avail! I have to admit I've dealt with lost of Customer Support people over the years, but I have yet to find anything THAT frustrating! It seems that because I bought my Note 9 outside Canada, Canadian Samsung Support cannot help me! I thought all these years that Samsung is an international company! It seems they're not. It's not an issue with the hardware or software, the adapter works on all Note 9 devices. It's just that they won't help me because my Note 9 is not purchased in Canada, even though I live in Canada. So frustrating!! They won't even let me BUY the adapter! Can ANYONE at Samsung (or elsewhere) help me please! I would love to use my Gear VR again. Thank you!!

[CHMultimedia]

That's kinda normal. You bought a grey market device. Assume it. Most companies also work that way.

There's also the fact that warranty policies and obligations changes depending on the location of the selling entity. Samsung Canada provides a X warranty that covers Y in accordance to Canadian sand provincial laws. Samsung UK provides a Z warranty that covers V in accordance to UK laws.

[guzziride]

I did NOT buy a grey market device! I bought an official Samsung device, just bought it outside Canada. Samsung is Samsung. If I bought a device while I was in Germany, and moved to Canada, I should expect to call the German branch of Samsung for warranty issues, and ship it back to Germany, or travel to Germany to get any parts for it? That's why we deal with international companies and we pay a premium for it! Seriously!

[Echo1]

@CHMultimedia your right in what your saying but the bottom line in my opinion is that is wrong....
whether you buy it on the U.K. or in Canada, Samsung is Samsung you should get full support and warranty.
I travel a lot to the U.K. and have looked at Samsung's devices and accessories over there and could have saved a bit of money but it's not covered in Canada which again in my humble opinion is wrong.

[Pally01]

Sammy Canada should do the right thing which in my opinion is give the damn thing to him. That's good p.r for them. Barring giving it away, at least sell it to him. Crikey.

[CHMultimedia]

Grey market is buying a device cheaper meant for another market. That's what eBay sellers and small tech shops do.

[guzziride]

I know what grey market is, but thank you for the definition :). That's not what this phone is. Bought from Samsung.

[Shaggyskunk1BLM]

Yeah I agree with you - You were living in another country when you purchased it - Samsung should really step up and help you - regardless of the country you are living in now. I suppose that you could contact Samsung in Germany - But that's not really your job in my opinion!
I know that when travelling in the US with an automobile purchased in Canada - The Dealer in the US took care of a warranty repair same as if I was still in Canada.

[RichMan1]

From user perspective, Samsung should help.

From business perspective, they shouldn't. If they cover devices bought in grey market, people will start buying cheaper Samsung devices from a different country and sell them here. It'll be disastrous for Samsung
.
And Samsung ultimately is a business. So..

[Pally01]

If O.P can prove he purchased it from proper overseas Samsung vendor, Sammy should do the right thing.