PROBLEM :

Gear VR Note 9 mounting issue

SOLUTION :

AGENT ONLY -

Due to the size difference of the Note 9, the existing Gear VR holder does not work. The Gear VR is not compatible with the Note 9 because the frame size of the Gear VR is smaller than that of the Note 9.

Any customer who has both Gear VR (SM-R325) and Note 9 can get this new device holder free of charge through Samsung. Please follow the steps below:

• Verify the customer address, email address, phone number, etc.
  
  
• Ask the customer for the Note 9 IMEI.
  
  
• Ask for the Note 9 BOS as proof of purchase. Use the SMS tool.
  
  
• Ask the customer for the Gear VR serial and model numbers. Use the SMS tool.
  
  
• If the customer cannot use SMS, then provide the customer with the email address casvc15@samsung.com
  
  
• Ensure that both the Note 9 and Gear VR were purchased in Canada.
  
  
• Document the holder part # GH81-16186A in GCIC.
  
  
• Document the Gear VR serial and model in GCIC.
  
  
• Create an NCP using the Note 9 IMEI for the holder to be sent to the customer.
  
  
• A supervisor will export the pending NCP tickets for the Note 9 / Gear VR adapter and then email the following template to SECA.