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Tourist
Posts: 3
Accepted Solution

Chat not available at all during advertised hours, unable to call.

So, first I wish I had known this before buying 2 GoPro sessions and second I wish I were not so stupid tinkering with one of them. 

 

For the past 3 days I have tried contacting GoPro support chat during their posted Pacific Standard Time hours. There is no chat available ever. E-mails are returned as invalid and I would have to take time off work in order to call them. No offense GoPro, but your customer service options are not customer service oriented and are downright frustrating. Might want to consider a caveat emptor on your labeling. 

 

I've tried posting a few messages on here as well but they never seem to show up so giving one more try before looking at other options. 

 

Anyway, here's my story I am hoping someone/anyone can help with. 

 

I was very excited when I received my new GoPro Session 5 on April 19th via Amazon. However, to my dismay, my desire to play with it and customize it has caused 2 issues (all from me) due to trying to replace screen with a fancy 'bling' one:  

1). Screws stripped out on stock screen and so I tried drilling them out. No go GoPro. I was able to get the original screen off but have 2 screws still stuck in and a couple of the plastic screw receptacles in the case are broken so even if able to remove screws have noting underneath the faceplate to attach them to. 

2) As I wanted/needed it to film for lacrosse I was ablle to remount the original screen using Sugru (bascially a moldable rubber glue. 
 
So, I've got the GoPro protected as far as I can tell (not going to drop it in the tub to find out for certain)
 
Brilliant right?
 
So, I am wondering, is this something I can send in for repair? I would like to have both my sessions in factory order so to speak. 
 
I realize stupidity is not covered under warranty so understand this would be out of pocket. Not sure if it helps but I have attached a photos below showing the rubber fix. 
 
Thanks in advance and hopeful for any type of response from the community!
I R not smaht.jpg

Accepted Solutions
GoPro Community Manager
Posts: 5,878

Re: Chat not available at all during advertised hours, unable to call.

@punisher49 - We don't offer email support any longer. Chat should be available during the posted hours though. The only reason why it might not be is if all of the agents taking care of chats are busy at the time. We don't want to keep chat customers on hold waiting for an agent to come free, but if you try to start a chat a little later, you may be able to get through.

 

A phone call is another option if there's any time that works with your schedule. Our Support team is available from 6am to 6pm PT on weekdays and 7am to 4pm on weekends, so hopefully there's a little time in those windows that would work for you.

 

Generally, we don't repair the cameras since opening them can cause several features and functions to be compromised (watertightness, lens alignment, etc.). The fixes we can do on cameras are related to the camera's firmware. However, if you can get in touch with our team at https://gopro.com/help/PKBContactus, we'll definitely see what the options are for you.

 

Thanks,

Jeff

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All Replies
GoPro Community Manager
Posts: 5,878

Re: Chat not available at all during advertised hours, unable to call.

@punisher49 - We don't offer email support any longer. Chat should be available during the posted hours though. The only reason why it might not be is if all of the agents taking care of chats are busy at the time. We don't want to keep chat customers on hold waiting for an agent to come free, but if you try to start a chat a little later, you may be able to get through.

 

A phone call is another option if there's any time that works with your schedule. Our Support team is available from 6am to 6pm PT on weekdays and 7am to 4pm on weekends, so hopefully there's a little time in those windows that would work for you.

 

Generally, we don't repair the cameras since opening them can cause several features and functions to be compromised (watertightness, lens alignment, etc.). The fixes we can do on cameras are related to the camera's firmware. However, if you can get in touch with our team at https://gopro.com/help/PKBContactus, we'll definitely see what the options are for you.

 

Thanks,

Jeff

Highlighted
Tourist
Posts: 3

Re: Chat not available at all during advertised hours, unable to call.

Thanks for the reply Jeff. Unfortunately, I do not seem to be able to hit the chat request during a time in which an agent is not busy (and I've sat there refreshing and re-trying every 5 minutes for an hour each time). 

 

As I mentioned previously, I am unable to call during your hours so I guess I'll keep playing the GoPro chat lottery for a few more days or until both Session 5's I own become target practice for my HS team :-) 

Adventurer
Posts: 10,322

Re: Chat not available at all during advertised hours, unable to call.

Adventurer
Posts: 10,322

Re: Chat not available at all during advertised hours, unable to call.

Sorry  that you tampered without sucess, and if you have taken the Hero sessions to the hardware to match up wit ha better or new tool maybe they would have came off, ifnot then you should have stopped , and return your camera's.    You are going to have to be open and honest and calmly talk with gopro.  at your leisure.  Nowsinnce gopro no longer offers Support. that  is a 33%  increase to the phone and chat.

 

GoPro sounds like they are downsized again and not good.    Chat right now is 4:AM  and   no info or any saying CLOSED. time to get  things right GoPro.

 

 you need to say closed when on that page.  

 

I again am sorry to see it that way but  ifgopro can not help sell the cams and get a new  one if asked.