03-16-2019 08:40 AM
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.
03-16-2019 08:53 AM
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.
03-16-2019 09:56 AM
06-30-2019 02:08 PM
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?
07-01-2019 12:38 PM
Apologies for the delay. We have coordinated with Support regarding your issue. The team handling the case will be contacting you for details.