View-Master™ VR Starter Pack & Deluxe VR Viewer

1. What is changing?

Beginning November 1, 2019, View-Master™ VR Starter Pack & Deluxe VR viewer will be discontinued, and various apps and services associated with the toy will be discontinued. This means that some experience packs will no longer be available for new downloads and users who have downloaded prior to the discontinuation may continue to have access on their devices.

2. Which experience packs are affected?

VM Experience Pack – Destinations
VM Experience Pack – Space
VM Experience Pack – Nat Geo Wildlife
VM Experience Pack – Discovery Underwater
VM Experience Pack – Nat Geo Dinosaurs
VM Game Pack – Into the Labyrinth
VM Experience Pack – Batman: The Animated Series
VM Batman VR Viewer and Experience Pack
VM Experience Pack – Smithsonian
VM Experience Pack – Teenage Mutant Ninja Turtles
VM TMNT VR Viewer and Experience Pack

3. Why are these changes being made?

As our company continues to grow and evolve, occasionally we need to adjust the products and services we provide as well. This allows us to focus efforts and resources in other areas to provide new and enhanced offerings.

4. When are these changes happening?

November 1, 2019

5. How will these changes affect customer support?

For general enquiries regarding the device, please contact Mattel Support for assistance at https://service.mattel.com/us/ContactUs.aspx.

Additional contact information:

USA - Phone: 1-800-524-8697

CHINA - Phone: 1-800-820-6939

For any media or consumer enquiries please email: customerservicechina@mattel.com.

Should Mattel customer support determine that a device under warranty is defective or that an issue with a device under warranty cannot be resolved through troubleshooting, they will, with proof of purchase, arrange a return for a refund of the purchase price.

6. Why are View-Master™ Starter Pack and View-Master Deluxe VR viewer still being sold?

View-Master™ products sold to third party retailers or being offered for purchase online by private sellers are not under our direct control. The sale of inventory (where or when) is at the discretion of such retailers/private sellers. Therefore, it is possible that View-Master™ products are still being sold and will continue to be in the future.

7. What experience packs will no longer be available for download?

VM Experience Pack – Destinations
VM Experience Pack – Space
VM Experience Pack – Nat Geo Wildlife
VM Experience Pack – Discovery Underwater
VM Experience Pack – Nat Geo Dinosaurs
VM Game Pack – Into the Labyrinth
VM Experience Pack – Batman: The Animated Series
VM Batman VR Viewer and Experience Pack
VM Experience Pack – Smithsonian
VM Experience Pack – Teenage Mutant Ninja Turtles
VM TMNT VR Viewer and Experience Pack

8. Will I still be able to call Mattel for technical support and troubleshooting?

Technical support and troubleshooting advice will cease. For general enquiries, please contact Mattel Support for assistance at https://service.mattel.com/us/ContactUs.aspx.

9. I am no longer interested in using my View-Master™ device. Can I get a refund on my purchase?

If you purchased your device within the past 12 months, your device is covered by a warranty and you may be entitled to a refund under the warranty policy. Please contact Mattel Support for assistance at https://service.mattel.com/us/ContactUs.aspx.

Additional contact information:

USA - Phone: 1-800-524-8697
CHINA - Phone: 1-800-820-6939

For any media or consumer enquiries please email: customerservicechina@mattel.com.