07-16-2020 06:22 AM
We bought our GoPro a month ago and it has stopped responding completely. I had filed a complaint (case no. 07994847) and written to your team about the problem, done exactly as I was directed (to install Update manually), but the camera still hasn't worked. It's been 3 days since we had written to you for the second time and requested a call, but we have yet to hear from you. We wrote to you again this morning (Indian Standard Time), and we are met with silence again. WHAT IS THE POINT OF BUYING A NEW PRODUCT IF IT DOESN'T EVEN WORK PROPERLY!
This is bordering negligence on your end. We are very disappointed in your service. We have lost a good few days of work, and have had to suffer losses because of your incompetence and because it was our mistake to have placed our trust in you. Please resolve the issue with this camera ASAP. Best would also be if you refunded us our money!
07-16-2020 08:44 AM
Sorry to hear about the trouble, @yashasvs87. Freezing is an indication of an issue with the camera firmware or the SD cards used. We appreciate you having done the manual firmware update. Which SD card are you using in the camera? The information on the brand, type, and capacity will be helpful.
We were able to pull up your case and we are checking on it with Support. We see that there were multiple callback attempts on July 12 and today but the agent was not able to reach you. Did you receive any call notification at all?
Also, at the time that you were with the representative during your first interaction, were you able to perform the manual update while on the phone?
We hope to hear back from you. If you can, please tag me in your reply so I can be notified right away. Thanks!
07-16-2020 09:00 AM
07-17-2020 07:58 AM
Why is it taking so long for your team to revert? I've been waiting all day (again, today) to hear from anyone from your team. I do not understand this delay in response. Since you seem to have already identified what the problem could be, the next step forward for resolution shouldn't be that tough or take that long for a corporation's champion product. WILL YOU JUST GET ON THE PHONE WITH US ALREADY, OR EVEN WRITE TO US WITH THE NEXT COURSE OF ACTION?