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Guest Andy

Gear 360 Replacement Lens

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Guest Andy   
Guest Andy

Just had a very interesting chat with Samsung Support In Australia.

 

I have scratched the lens cover on my Gear 360... replacing the lens cover is actually a very simple process (see: http://360-video.com.au/replace-samsung-gear-360-lens-cover/) but the problem is getting the spare part.

 

I bought my Camera in Korea so was anticipating a few hurdles in dealing with Samsung Support Australia - but they are not willing to help at all.

 

Samsung Australia Support claim that they can only assist with products that are "manufactured in their Australian Factory",  to Australian specifications and have  a "triangle with a tick logo or N363 logo" on the box.

 

I would be absolutely stunned if the gear 360 (or any other Samsung products for that matter) is manufactured in Australia.

 

I escalated this through their support chain... but they were not willing to help at all.. their only suggestion was to contact Samsung Korea.

 

I guess this is a warning for anyone buying a Samsung product outside their own country... BEWARE.. you may not have any local support.

 

Has anyone been able to source replacement lens covers for the Gear 360 ??

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Guest Andy   
Guest Andy

Hi Andy.

 

I've just had the same frustrating discussion with Samsung Australia. 

I'm thinking of finding someone who bought there's in Australia and swapping my scratched lenses for theirs and then getting their 360 'fixed' by Samsung Australia.

 

My Korean bought 360 fell 10 meters onto concrete after a crow attacked it on the top of a tower as I was filming a time lapse of the sunrise. 

Only damage was the scratches on the lense covers. Still works great.

 

Andy

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That's not a bad idea Andy (if you can find someone willing to go withiout there camera for a while)... I wonder what t would cost....

I might try phoning support again and pretending I bought it in Australia to see if they can provide an idea of cost/timeframe.

 

Might also be worth "playing it dumb" and "not knowing" where it was purchased (i.e. say it was bought as a gift) and send it in anyway.   I'd be surprised if they didn't fix it... but then again I was surprised by their attitude regarding supporting international gear too.

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Guest Andy   
Guest Andy

That's not a bad idea Andy (if you can find someone willing to go withiout there camera for a while)... I wonder what t would cost....

I might try phoning support again and pretending I bought it in Australia to see if they can provide an idea of cost/timeframe.

 

Might also be worth "playing it dumb" and "not knowing" where it was purchased (i.e. say it was bought as a gift) and send it in anyway.   I'd be surprised if they didn't fix it... but then again I was surprised by their attitude regarding supporting international gear too.

 

I tried the dumb approach by saying it was a gift. When I wasn't getting anywhere, I said I think my friend bought it from Singapore Duty Free at the airport. I actually saw them there 2 weeks ago when I was waiting to fly home to Perth.

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Guest Guest   
Guest Guest

I have had the same frustrating discussion with Samsung Australia.  I have asked them to send a replacement lens cover to an authorised service centre where I would pay them for it but they would not do it. 

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