Ask a Question
GoPro Support Hub Find a solution. Share a solution. Ask a question. Stay stoked.
Announcements
Is your GoPro gear up to date? Check to see If it is on our Update page.
Cameras
%3CLINGO-SUB%20id%3D%22lingo-sub-319284%22%20slang%3D%22en-US%22%3ECustomer%20Support%20-%20Specialist%20Review%20-%204%20months%20and%20no%20answer!!%20Terrible%20support%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-319284%22%20slang%3D%22en-US%22%3E%3CP%3EPurchased%20GoPro%20Hero%206%20Black%20last%20July%202018.%20%26nbsp%3BScreen%20starting%20freezing%20up%20every%20few%20times%20within%20few%20months%20but%20would%20always%20return%20to%20working.%20%26nbsp%3BEnd%20of%20November%20the%20screen%20completely%20froze%20up%20and%20I%20went%20through%20over%20the%20phone%20tech%20support%20for%20hours%20trouble-shooting%20the%20problems%20with%20cables%2C%20batteries%2C%20sd%20cards%20etc..%20%26nbsp%3BCould%20not%20solve%20the%20issue%20and%20created%20a%20case%20number.%20%26nbsp%3BThat%20was%20December%205%2C%202018.%20%26nbsp%3BOn%20December%2015%20the%20receipt%20of%20purchase%20was%20supplied%20and%20I%20was%20told%20I%20would%20receive%20phone%20call%20or%20email.%20%26nbsp%3BI%20have%20called%20every%20month%20and%20still%20receive%20the%20same%20lame%20answer%20%22I%20am%20sorry%20but%20your%20case%20is%20with%20our%20specialist%20team%20and%20they%20will%20respond%20in%202-6%20weeks%22.%20%26nbsp%3BI%20have%20been%20waiting%204%20months.%20%26nbsp%3BIt's%20real%20simple%20-%20ask%20for%20the%20product.%20%26nbsp%3BDiagnose%20the%20problem.%20%26nbsp%3BAdvise%20the%20customer.%20%26nbsp%3B%24400%20for%20a%20product%20that%20has%20had%20problems%20early%20on%20and%20no%20company%20support.%20%26nbsp%3BNot%20happy.%20%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-319284%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3EHERO6%20Black%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E
Reply
Tourist
Posts: 2

Customer Support - Specialist Review - 4 months and no answer!! Terrible support

Purchased GoPro Hero 6 Black last July 2018.  Screen starting freezing up every few times within few months but would always return to working.  End of November the screen completely froze up and I went through over the phone tech support for hours trouble-shooting the problems with cables, batteries, sd cards etc..  Could not solve the issue and created a case number.  That was December 5, 2018.  On December 15 the receipt of purchase was supplied and I was told I would receive phone call or email.  I have called every month and still receive the same lame answer "I am sorry but your case is with our specialist team and they will respond in 2-6 weeks".  I have been waiting 4 months.  It's real simple - ask for the product.  Diagnose the problem.  Advise the customer.  $400 for a product that has had problems early on and no company support.  Not happy.  

Adventurer
Posts: 8,934

Re: Customer Support - Specialist Review - 4 months and no answer!! Terrible support

Sorry to hear your issues i would call back and talk to a sup see how that goes.   you should be getting an RMA o nteh phone not wait two days and again and again and again. more or less they are waiting for the warranty  to run out to decline you.  not the way warranty works if asked.

GoPro
Posts: 2,432

Re: Customer Support - Specialist Review - 4 months and no answer!! Terrible support

Sorry to hear about the issue you had with the camera, @robertr1630. I can see here that your case is already being reviewed and worked on by our team. It will be best to continue working with our Support team at https://gopro.com/help/ContactUs for any further concerns regarding your case.

Tourist
Posts: 2

Re: Customer Support - Specialist Review - 4 months and no answer!! Terrible support

Update to Customer Support:  7 months and still no answer.  Talked to Jess in the Philippines this afternoon and he has the same response:  "this is with our specialist team and still under review".  Jess would not allow me to speak to his superiors stating they will only give me the same information.  When I requested multiple times to talk with his supervisor he finally put me on hold for several minutes to only get back on the phone and tell me that no one is available.  I have a DJI Mavic Pro that needed to be evaluated for warranty work and it was evaluated and returned within one week with daily communication.  GoPro should take some notes.  And where is this mystery specialist team?

GoPro
Posts: 7,561

Re: Customer Support - Specialist Review - 4 months and no answer!! Terrible support

Hello @robertr1630

 

Apologies for the delay. We have coordinated with Support regarding your issue. The team handling the case will be contacting you for details. 

 

Thanks, 
Marius