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Highlighted
Tourist
Posts: 4

GoPro Hero 5 cannot be connected with the Karma Grip Also computer

My GoPro Hero 5 cannot be connected with the Karma Grip. Karma Grip powers on normally, however the camera does not power on together, I am powering on my camera manually as it is attached to the grip, I can operate it through the smart remote or my phone app, but cannot be operated with the Grip's Buttons.
I have tried the 60 seconds method, I tried the manual update on my camera.Also after this problem started my camera also not connecting at PC or hope windows software.
GoPro Community Manager
Posts: 5,852

Re: GoPro Hero 5 cannot be connected with the Karma Grip Also computer

@ghoshanirban - Sorry about that. Your best option in this case is going to be to contact our Support team at https://gopro.com/help/ContactUs directly so we can troubleshoot this with you.

 

Jeff

Tourist
Posts: 4

Re: GoPro Hero 5 cannot be connected with the Karma Grip Also computer

This is what happen when i contact with support and send them my Karma grip.

Chat Started: Monday, January 29, 2018, 23:55:31 (+0800)

Chat Origin: English Tech - Lison

Agent John Antonette G

( 1s ) John Antonette: My name is John Antonette. How can I help you?
( 50s ) John Antonette: Hi Anirban, thank you for chatting with us today!
( 1m 10s ) Visitor: Please steady the case
( 1m 27s ) John Antonette: Okay.
( 2m 36s ) Visitor: I received the replacement part but install that till karma is same problem.
( 3m 49s ) John Antonette: I see. Sorry to hear about that. Have you performed calibration and reset the Karma Grip?
( 3m 58s ) Visitor: yes
( 4m 20s ) John Antonette: Thank you.
( 4m 35s ) Visitor: each and all spate already taken from my end
( 4m 55s ) John Antonette: I see. Can I have the serial number of the Karma Grip?
( 6m 13s ) Visitor: Karma Grip SL no :- E5152524651930 GoPro Hero 5 Black SL no :- C3161326688901
( 7m 2s ) John Antonette: Thank you.
( 7m 41s ) Visitor: Just 57 old product 
( 7m 49s ) John Antonette: I'll go ahead and process a replacement for the Karma Grip.
( 8m 15s ) John Antonette: Please fill out the form on the link below for the shipping address
( 10m 19s ) Visitor: I DO THAT
( 10m 44s ) John Antonette: Thank you.
( 11m 4s ) Visitor: how many days take because again i am going for trip at 5th of next month.
( 11m 58s ) John Antonette: I see. It would take 10-15 days.
( 12m 1s ) Visitor: I am a photographer so i need my gopro work properly 
( 13m 6s ) John Antonette: Unfortunately, that's the usual time for replacement.
( 13m 47s ) Visitor: so,what i have to do for this procedure.
( 14m 53s ) Visitor: There is any way Gopro Hero 5 software is not working properly.
( 15m 38s ) John Antonette: Is the camera working properly?
( 16m 1s ) Visitor: yes its also its work fine with remo
( 16m 26s ) John Antonette: But the Karma Grip won't work or control the camera, right?
( 16m 33s ) Visitor: yes
( 17m 14s ) John Antonette: So there is nothing wrong with the camera's software. You may have received a faulty Karma Grip and that's why we are processing a replacement.
( 17m 27s ) Visitor: ok
( 17m 56s ) Visitor: so,where i have to deposit my old karma
( 18m 24s ) John Antonette: Please give me a few minutes to process that one.
( 18m 31s ) Visitor: ok
( 18m 49s ) John Antonette: Thank you.
( 20m 1s ) John Antonette: Would you like to wait? I'll send you the return instructions through email when the RMA generates.
( 20m 22s ) Visitor: i wait
( 20m 43s ) John Antonette: Okay. Thank you.
( 24m 42s ) John Antonette: I have sent the email. Please follow the instructions on the email.
( 28m 55s ) Visitor: Tou want me to send this at Singapore ,Do you how is cost in INDIA,Its about 3000/- INR / 47.100 US Dollar ..For clamming warranty and gopro sold me faulty Karma i have to spend again for this .This is not expected from GoPro
( 29m 28s ) John Antonette: There is a link on the email I sent you for the shipping label. You just have to fill it out and print the label and invoice. Bring the package to the nearest UPS facility and you don't have to pay for the shipping charges.
( 29m 51s ) Visitor: OK
( 31m 21s ) John Antonette: Thank you. Would there be anything else I can assist you with for today?
( 31m 48s ) Visitor: not at all thanks for your help.
( 32m 4s ) John Antonette: Okay. Have a great day and please be safe.
( 32m 14s ) Visitor: samr to you
( 32m 18s ) Visitor: same

 

 

 
 
Tourist
Posts: 4

Re: GoPro Hero 5 cannot be connected with the Karma Grip Also computer

Chat Started: Friday, February 02, 2018, 00:34:44 (+0800)

Chat Origin: English Tech - Lison

Agent Rezylyn B

( 2s ) Rezylyn: My name is Rezylyn. How can I help you?
( 16s ) Visitor: please stady the case
( 1m 56s ) Visitor: i already send my karma grip and as per ups your company received that ,now when i got my grip back .because i am going to trip and i need that greep 
( 3m 30s ) Visitor: this is taking long time and this not expected from GoPro
( 3m 35s ) Rezylyn: Thank you for raising this concern. Let me assist you with this one.
( 3m 46s ) Rezylyn: Let me check your sales order number.
( 5m 49s ) Rezylyn: Thank you for waiting.
( 5m 51s ) Rezylyn: Upon checking here, your replacement Harness is already delivered.
( 6m 38s ) Visitor: REFERENCE RMA# RMA-NL105093 & UPS TRAKING ID 1ZA892V58698807766
( 7m 18s ) Visitor: NOT HAENESS Karma - Grip Handle 
( 8m 39s ) Visitor: SEE FULL CASE CAREFULLY
( 8m 57s ) Rezylyn: Oh, so sorry. Let me check.
( 13m 50s ) Rezylyn: Thank you for waiting. Upon checking the faulty Karma Grip is already with our warehouse.
( 14m 11s ) Rezylyn: Please give us 24-48 hours to ship out the replacement.
( 16m 49s ) Visitor: sorry to say as a photographer i am loosing my business because gopro sold me faulty grip.This is taking too long and i am feeling harassed.So please delivered my product ASAP.
( 18m 42s ) Rezylyn: Our team in Singapore are doing there best to deliver this package as soon as possible, Anirban.
( 19m 1s ) Visitor: WHEN I AM GOING TO GET TRACKING ID
( 19m 53s ) Rezylyn: You will receive an email confirmation with the tracking number.
( 20m 3s ) Visitor: thanks for your help,have a nice day

 

Chat Started: Monday, February 05, 2018, 12:20:24 (+0000)

Chat Origin: English Tech - Lison

Agent Aaron P

( 4m 21s ) Aaron: My name is Aaron. How can I help you?
( 4m 53s ) Visitor: please steady the case
( 4m 58s ) Visitor: REFERENCE RMA# RMA-NL105093
( 5m 10s ) Aaron: Thank you for contacting GoPro Support. I would be happy to help.
( 5m 38s ) Aaron: Let me double check the RMA number that you've provided.
( 6m 28s ) Visitor: Provide me the tracking no for my Karma - Grip Handle replacement 
( 10m 33s ) Aaron: I do apologize for the wait. I can see here on the records on the last chat session you have from a previous representative, you have provided the tracking number when you've sent the tracking number, and it was already been delivered to the warehouse.
( 11m 12s ) Aaron: We're just waiting for the warehouse to send the new replacement Karma Grip Handle.
( 16m 14s ) Visitor: look sir,this case taking almost 2 month for solve the problem and i am suffering for this.,GoPro sold me faulty product.Now last 60 days i am suffering.I need my product ASAP or i go to forma regarding this issue,As a photographer i am losing my business who is going to give me compensation for this. 
( 17m 20s ) Aaron: I do apologize. Please give us 24-48 hours to ship out the replacement. Also, you'll be receiving an email confirmation that the replacement Karma Grip Handle is on it's way for delivery.
( 18m 21s ) Visitor: last chat same thing say last agent ,Are GoPro making jokes 
( 18m 35s ) Visitor: See last chat 
( 19m 10s ) Visitor: 8m 57s ) Rezylyn: Oh, so sorry. Let me check. ( 13m 50s ) Rezylyn: Thank you for waiting. Upon checking the faulty Karma Grip is already with our warehouse. ( 14m 11s ) Rezylyn: Please give us 24-48 hours to ship out the replacement. ( 16m 49s ) Visitor: sorry to say as a photographer i am loosing my business because gopro sold me faulty grip.This is taking too long and i am feeling harassed.So please delivered my product ASAP. ( 18m 42s ) Rezylyn: Our team in Singapore are doing there best to deliver this package as soon as possible, Anirban. ( 19m 1s ) Visitor: WHEN I AM GOING TO GET TRACKING ID ( 19m 53s ) Rezylyn: You will receive an email confirmation with the tracking number. ( 20m 3s ) Visitor: thanks for your help,have a nice day
( 19m 30s ) Visitor: Read this
( 19m 36s ) Aaron: No, we're not making jokes. I've already seen the last chat. But like what I've please give us time and we'll get in touch with our warehouse team.
( 21m 57s ) Visitor: Give me last time 
( 22m 58s ) Visitor: This is final after this i am going to consumer forma regarding this 
( 23m 46s ) Aaron: I do apologize for this inconvenience. We'll try to raise this concern to our support and we'll try to update you regarding this concern.
( 24m 50s ) Visitor: have a good day
( 24m 56s ) Aaron: You too.
 
 
Tourist
Posts: 4

Re: GoPro Hero 5 cannot be connected with the Karma Grip Also computer

Chat Started: Wednesday, February 07, 2018, 23:54:03 (+0800)

Chat Origin: English Tech - Lison

Agent John Eric S

( 3m 46s ) John Eric: My name is John Eric. How can I help you?C
( 4m 30s ) Visitor: STEADY THE CASE FIRST : RMA# RMA-NL105093
( 5m 11s ) John Eric: Thanks for the information.
( 5m 18s ) John Eric: Let me pull this up for you.
( 6m 3s ) Visitor: as per last agent 48 hrs over now provide me my tracking id please
( 6m 40s ) John Eric: Just to clear this out, do you mean that you don't have any tracking number?
( 6m 44s ) Visitor: ( 14m 11s ) Rezylyn: Please give us 24-48 hours to ship out the replacement. ....this is 2 days ago agent said
( 6m 53s ) John Eric: Okay.
( 7m 16s ) Visitor: did you see all case detail ?
( 7m 44s ) Visitor: please steady the case,then talk
( 7m 54s ) John Eric: Yes, I got it here.
( 8m 16s ) John Eric: I found the tracking number as well and upon checking here that the package was already delivered on our warehouse.
( 8m 43s ) John Eric: What we can do is to ask for the update about your replacement I will send an email to them.
( 8m 49s ) Visitor: so, i need my replacement tracking id
( 9m 3s ) John Eric: Once we heard anything from them I will notify you.
( 9m 13s ) John Eric: The tracking number for your replacement is not yet available.
( 10m 24s ) Visitor: what ,why as per your last agent 48 hr your company take to send replacement
( 10m 54s ) John Eric: I do apologize for the inconvenience but upon checking here on our end our system is not yet updated.
( 11m 9s ) Visitor: after recived 7 days over and this case going on from last 40 days
( 11m 17s ) John Eric: What we can do from here is to send an email to our warehouse to ask about the status of your replacement.
( 16m 31s ) Visitor: this is going on again and again ,i perches the product ,now your company ask me to send the product to them for replacement after reciving the product 7 days gon and till today you dont know when i am going to get my product,after contacting several time.Sorry to say,now i have to go for legal case file agenst your company in court. 
( 16m 44s ) John Eric: I do apologize for what happen.
( 17m 0s ) Visitor: i think after that your company going to give my product back to me
( 17m 19s ) John Eric: I understand your frustration, but what I'm trying to understand you it is just our system is not updated.
( 17m 36s ) Visitor: this is call harassment & forgery
( 17m 47s ) John Eric: What we are going to do is to ask for the update on our warehouse to know about the tracking number of your replacement.
( 19m 8s ) John Eric: You will expect an email from me with in 24-48 hours about the status of your replacement.
( 19m 14s ) Visitor: i have all chat record today i will put all at social media,i think after that your warehouse going to know how thay have to work 
( 19m 32s ) John Eric: I accept your feedback on behalf of our company.
( 19m 41s ) Visitor: this is same thing last agent say 2 days ago
( 19m 56s ) John Eric: No Anirban.
( 20m 26s ) John Eric: This is different from the conversation from the previous representative.
( 21m 34s ) John Eric: The reason is we haven't get any response from our warehouse.
( 21m 37s ) Visitor: this chat 5 days ago
( 21m 48s ) John Eric: So that is why he haven't get in touch with you.
( 22m 18s ) Visitor: again and again same word i AM HEARING FROM YOU GUYS
( 23m 0s ) John Eric: Anirban, we haven't yet get any updates from them.
( 23m 13s ) Visitor: HOW I BELIEVE THIS TIME SOMETHING GO DERERANT
( 23m 15s ) John Eric: If we got any update we can notify you for the updates.
( 23m 44s ) Visitor: that is not my problem that is your company issue
( 23m 56s ) John Eric: I understand that Anirban.
( 24m 19s ) John Eric: That is why I will keep in touch with them to know about the updates for your replacement.
( 24m 53s ) Visitor: and all of you work for gopro so when you ar representing company you have to give the answer
( 25m 23s ) John Eric: Let do about this way, I will personally visit our warehouse today and I will get the answer right away.
( 25m 33s ) John Eric: Once I got the answer I will let you know.
( 28m 12s ) Visitor: trust me as a media person this is my last conversation i wait for your mail after that i will do what i have to to regarding this issue as per ligal way and as per my personal sources.I hope your company know very well what is consumer rights. 
( 28m 28s ) John Eric: I accept your feedback Anirban.
( 28m 56s ) John Eric: Is there anything else aside of this one?
( 29m 3s ) Visitor: thanks for response,have a nice day

 
What a super support GoPro have.WOW