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Tourist
Posts: 3
Accepted Solution

Customer Un-friendly Support after GoPro Hero5 Water Damage

I reported my GoPro Hero 5 water damage on 12May and sent back the faulty device to SG center on 16May. Since then, there is NO more update about my case.
I tried Livechat again today but no answer for 1.5 hours now.
Whats the status of my case, can someone get back?
And, I feel the GoPro support model is NOT customer friendly, so hard to contact for help and follow up !!

Accepted Solutions
GoPro
Posts: 3,924

Re: Customer Un-friendly Support after GoPro Hero5 Water Damage

Hi @garywliu,

 

I am sorry to hear that you are having some trouble with the RMA process. This is definitely not typical. I was able to reach out to your support representative and you should be receiving a follow up to make sure we can get that cleared up for you!

 

Cheers,

Ryan

View solution in original post


All Replies
GoPro
Posts: 3,924

Re: Customer Un-friendly Support after GoPro Hero5 Water Damage

Hi @garywliu,

 

I am sorry to hear that you are having some trouble with the RMA process. This is definitely not typical. I was able to reach out to your support representative and you should be receiving a follow up to make sure we can get that cleared up for you!

 

Cheers,

Ryan

Tourist
Posts: 3

Re: Customer Un-friendly Support after GoPro Hero5 Water Damage

Thanks Ryan.

I received the replacement set last week finally.

Is it ok to share why such non-typical "no update for 2 weeks" happened?

It is my first purchase from GoPro, but it really scared me off.

After this incident, I dont think I will buy from GoPro again nor recommend any friends.

Regards
Gary
GoPro
Posts: 3,924

Re: Customer Un-friendly Support after GoPro Hero5 Water Damage

Hi @garywliu It looks like Katha has responded in your case, but the delay was due to the case being closed because of the RMA being processed. I apologize for the confusion! If you have any follow up questions feel free to reply in your case.

 

Best,

Ryan

Tourist
Posts: 3

Re: Customer Un-friendly Support after GoPro Hero5 Water Damage

Hi,
Checked the replacement set is working fine.
Yet to test it out in water.
Anyway i received it, thanks.
Regards
Gary
GoPro
Posts: 3,924

Re: Customer Un-friendly Support after GoPro Hero5 Water Damage

Hi @garywliu,

 

Glad to hear you received the camera! Let us know how it goes.

 

Cheers,

Ryan