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Reply
Tourist
Posts: 3
Accepted Solution

GoPro support ? not at all

Two months ago I bought a gopro session 5. After using it once it would not turn on anymore! I wrote to GoPro and got a new one! And the same thing happened again. I wrote to gopro again but this time they could not help! First they tried to say that the camara was too old! It was 2 months old! So they sad that I use a bad SD card. I do not want to say a 100$ SD card is bad. Then he agant sad that the camera had worked when I first used it os that was not their problem ! Excuse me!! When I buy a camera for $ 299 I expect it will work for more than just two months! I have by no means used the camera in a way it was not ment to and it has by no means been abused. It just stood on a table and filmed for a few minutes!! but according to GoPro is quite normal! Thank you very much for the bad help and the bad treatment of your customers. I thought that GoPro was quality but there I'm probably wrong! and the way they treat their customers on men most of all as if they are spitting on them! Thank you for nothing! 10/10 to GoPro NOT


Accepted Solutions
Explorer
Posts: 11,206

Re: GoPro support ? not at all

I honestly think you must have gotten an inexperienced representative or there is more to this story than what is being presented. As a user of GoPro products since 2011 I've had my share of encounters with the Support Team. Add to that the numerous post by other members both here and in other forums, and I can assure you, your experience is not typical.

It is very important that you use an appropriate SD card and the recommendation list is the best place to start when choosing your card. When trouble shooting, it's imperative that one of these tested cards are used so that it can be ruled out as the source of the issue. Once you've used a bad card, it can be very difficult to get the camera functioning properly (with or without the card in the camera). I've been a participant in this and other GoPro forums for quite a long time now and can tell you, 99% of all issues come back to the card, whether it seems SD card related or not. If you've spent your time with the GoPro Support Team trying to argue against this point, it might be the reason for the disconnect.

Get a card from the recommended list and contact the Support Team again. They want you to have a positive experience with your camera and will do all they can to make that happen. But, you need to be willing to work with them in the process.

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All Replies
GoPro
Posts: 8,991

Re: GoPro support ? not at all

 

Hi @fireyridge51761

 

 

I am really sorry to hear about what happened. Surely this is not the experience we want you to have. GoPro cameras have a standard warranty. See Warranty Information (EU)

We go through a series of troubleshooting to isolate where the trouble might be. 

 

I have worked with several cases where a non-recommended SD card causes the camera to overheat and eventually damages the battery of the camera.

 

I will be recommending for you to get back to our Support Team to get this concern reviewed. https://gopro.com/help/ContactUs

 

 

Regards,

Ej

Tourist
Posts: 3

Re: GoPro support ? not at all

Both cameras were charged (without SD card) and they would not turn on! I just think it's incredibly embarrassing by GoPro support that they try to block one out that way! 

Explorer
Posts: 11,206

Re: GoPro support ? not at all

I honestly think you must have gotten an inexperienced representative or there is more to this story than what is being presented. As a user of GoPro products since 2011 I've had my share of encounters with the Support Team. Add to that the numerous post by other members both here and in other forums, and I can assure you, your experience is not typical.

It is very important that you use an appropriate SD card and the recommendation list is the best place to start when choosing your card. When trouble shooting, it's imperative that one of these tested cards are used so that it can be ruled out as the source of the issue. Once you've used a bad card, it can be very difficult to get the camera functioning properly (with or without the card in the camera). I've been a participant in this and other GoPro forums for quite a long time now and can tell you, 99% of all issues come back to the card, whether it seems SD card related or not. If you've spent your time with the GoPro Support Team trying to argue against this point, it might be the reason for the disconnect.

Get a card from the recommended list and contact the Support Team again. They want you to have a positive experience with your camera and will do all they can to make that happen. But, you need to be willing to work with them in the process.