Most Galaxy Tab Returns for Malfunctions, Not Mistaken iPad

News
By Tuan Mai
published

Looks like those Best Buy customers may have been able to distinguish the Galaxy Tab from the iPad after all.

In the days leading up to Apple and Samsung's big trial, loads of legal documents regarding the two companies made their way around the blogosphere.

One of these documents revealed that Best Buy stores may have received a number of returned Galaxy Tabs due to customers mistaking them for iPads. Now, more information reveals that while this may have been true, the majority of returns were made due to 'malfunctions'.

During the continuation of the trial on Monday, a study conducted by Samsung at Best Buy stores in 2011 was entered into evidence. The study was conducted at 30 Best Buy stores located in Florida, New York and Los Angeles to determine the reasoning behind customers returning the Galaxy Tab 10.1.

The results of the study revealed 42 percent of returns were due to 'malfunctions' including issues such as lack of screen sensitivity, poor Wi-Fi connectivity and freezing up in web browsers. Additional 'malfunction' returns were due to issues regarding short battery life, inability to sync with PCs and screen lagging.

The study also showed 10 percent of the returns were made because customers found the Android 3.0 Honeycomb operating system difficult to use. 14 percent of returns were because customers were unhappy with the lack of support for certain apps, insufficient speeds or performance. Finally, the study showed that 9 percent of returns were exchanges for the iPad 2.

While the study doesn't exactly prove a relevant number of customers mistook the device for the iPad, Apple certainly made a point that Best Buy customers with insufficient knowledge of the products mistook the Galaxy Tab for the iPad 2.

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Tuan Mai
Tuan Mai
Tuan Mai is a Los Angeles based writer and marketing manager working within the PC Hardware industry. He has written for Tom's Guide since 2010, with a special interest in the weird and quirky.
20 Comments Comment from the forums
  • SmaugTD
    Come on, there is Samsung written on the front with big letters, how can anyone confuse these two.
    Reply
  • chewy1963
    Apple's legal team needs to be hung, drawn and quartered. Talk about spin!
    Reply
  • damianrobertjones
    The quality of the Samsung 7 slate with its screen separation issue was purely disgusting!
    Reply
  • So it is essentially saying that someone walked into an auto dealer shop, bought a Toyota and then returns, with reason saying that he thought he was buying a Ford, means that Toyota can no longer manufacture and sell cars.

    I don't think legal system is so stupid. I always thought such courtroom drama is allowed to be played out, is only because economy is bad and Apple is the current poster child that makes money in this climate. 15 years ago, Apple would have been investigated for its anti-competitive attitude just like what happened to Microsoft.

    Meanwhile, all this lawsuit is not really doing Apple any good as Android market share continue to climb and Apple is slowly losing ground. Due to high profile lawsuits, now people are more aware of Samsung products and think they must be as good as Apple since Apple is so afraid of them.
    Reply
  • belardo
    Finally, the study showed that 9 percent of returns were exchanges for the iPad 2.
    This doesn't mean the customer was confused... it means they didn't like the product and returned for something else. I bought a different brand of juice last night that tastes like crap, next time I go to the store, I'll exchange it for something else. No difference... I'm there are idiots out there who are confused... oh well.

    Back when we bought the iPad1, there was the XOOM and Samsung tablets on the market... the iPad2 was out of stock (I wish we could have bought the 2 - oh well) - we didn't go Android because Android tablets were crap back then... even against a 1 year old iPad1.

    I'm not sure what I want on the next one. I'm mostly happy with the iPad1 and would like to replace it with the iPad4.... the 4:3 screen is so much better than 16:9. But Apple is pissing me off attacking Samsung over BS.
    Reply
  • house70
    belardoThis doesn't mean the customer was confused... it means they didn't like the product and returned for something else. I bought a different brand of juice last night that tastes like crap, next time I go to the store, I'll exchange it for something else. No difference... I'm there are idiots out there who are confused... oh well.Back when we bought the iPad1, there was the XOOM and Samsung tablets on the market... the iPad2 was out of stock (I wish we could have bought the 2 - oh well) - we didn't go Android because Android tablets were crap back then... even against a 1 year old iPad1.I'm not sure what I want on the next one. I'm mostly happy with the iPad1 and would like to replace it with the iPad4.... the 4:3 screen is so much better than 16:9. But Apple is pissing me off attacking Samsung over BS.android911So it is essentially saying that someone walked into an auto dealer shop, bought a Toyota and then returns, with reason saying that he thought he was buying a Ford, means that Toyota can no longer manufacture and sell cars.I don't think legal system is so stupid. I always thought such courtroom drama is allowed to be played out, is only because economy is bad and Apple is the current poster child that makes money in this climate. 15 years ago, Apple would have been investigated for its anti-competitive attitude just like what happened to Microsoft. Meanwhile, all this lawsuit is not really doing Apple any good as Android market share continue to climb and Apple is slowly losing ground. Due to high profile lawsuits, now people are more aware of Samsung products and think they must be as good as Apple since Apple is so afraid of them.^2 summed it up nicely.

    damianrobertjonesThe quality of the new iPad with its WiFi connection issue was purely disgusting!
    Fixed it. You're welcome.
    Reply
  • house70
    " Finally, the study showed that 9 percent of returns were exchanges for the iPad 2.

    While the study doesn't exactly prove a relevant number of customers mistook the device for the iPad, Apple certainly made a point that Best Buy customers with insufficient knowledge of the products mistook the Galaxy Tab for the iPad 2."

    They were exchanged FOR a different product, not because of confusing them with that different product. If I were to purchase an iPad and then returned it because I hated the walled garden and got a Galaxy Tab instead, it wasn't because I didn't know I was getting an iPad instead of a Tab...duh.

    Apple certainly tried to make that point, but it would only succeed in a moronic court.
    Given that this is going on in Apple's backyard, I will be surprised not to succeed....esp. given that the judge is already biased.
    Reply
  • teh_chem
    android911So it is essentially saying that someone walked into an auto dealer shop, bought a Toyota and then returns, with reason saying that he thought he was buying a Ford, means that Toyota can no longer manufacture and sell cars.It's not even that--it's someone saying that people were returning something because they thought it was something else, when they were actually just returning them because of hardware problems. I don't know how anyone could logically jump from saying that someone returned an item because of a hardware defect actually means they thought they were buying a completely different product, lol!
    Reply
  • ojas
    teh_chemIt's not even that--it's someone saying that people were returning something because they thought it was something else, when they were actually just returning them because of hardware problems. I don't know how anyone could logically jump from saying that someone returned an item because of a hardware defect actually means they thought they were buying a completely different product, lol!Yeah looks like Apple was misleading the court, again.
    Reply
  • dauntekong
    See now this I can understand, malfunctions, hard to use OS, customer not satisfied... But dumb found customer buying galaxy tab it thinking its an MaxiPad is not Samsung's fault. Its Best Buy reps. who dont know $h!t or given false info to customers.

    Best Buy loves to kiss @$$ and bending over for Apple. Making false allegations against Samsung in court is a stupid thing to do. Now Apple and Best Buy is going to be in HOT water.

    More reason why Best Buy and Apple have so much EPIC FAILS!

    Samsung is going to #u(< them in the @$$ big time

    This is why I don't ever shop at Best Buy. I'm glad they are losing business. Hope they keep downsizing until they're gone for good. SAME GOES TO APPLE!
    Reply