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GoPro Community Manager
Posts: 7,027

Re: Hero 4 Black Noise issue when using WiFi

@Anonymous - We are addressing any issues customers are having individually. If anyone has issues with their camera, the best option is to contact and work with the Customer Support team so we can identify the possible causes for the issues and try to get them corrected.

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Anonymous
Posts: 0

Re: Hero 4 Black Noise issue when using WiFi

[ Edited ]

@jefft I can accept censorship or deletion of "inappropriate language", and usually am a very friendly person. But if you are treated the way I was treated by multiple GoPro employees, I spent 6 months of my life and more than 30 e-mails + dozens of posts here, and nobody ever cares, my choice of words is understandable. Regarding sharing information from private messages, I just wrote the same information that you also wrote as final post of the "Live Chat with GoPro Support Staff" thread, nothing that isn't known already or that violates personal rights.

"If you have an issues with another person, we recommend handling those issues directly. Posting them on a public forum, especially when the other person may not see them and therefore can not present their side of the story, is not something we will support."
> I tagged FOUR admins at page 6 of this thread, not a single one replied till now. I also wrote in my e-mails to the "support" persons that were denying my issue again and again that I will post about it in this thread. Also how to solve issues with the customer support team, if they close your case and do not reply anymore? Same here for the mods? Same here for the "Sr. Product Specialist" that should be reaching out to me? NOBODY FROM GOPRO EVER REPLIED OR CONTACTED ME ANYMORE!!!

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GoPro Community Manager
Posts: 7,027

Re: Hero 4 Black Noise issue when using WiFi

GoPro staff may not have replied to your specific post, but GoPro staff members have posted throughout this thread addressing this topic. Specifically, mattb has written a number of times (such as here, here, and here) explaining that the process to get this type of issue resolved is for the person experiencing the issue to contact Customer Support. 

 

In regards to your specific issue, the staff member I asked to look into your case has been working on it and will get in touch with you by the end of the week.

 

If anyone else is experiencing issues with their camera in relation to noises, the best option is to contact Customer Support directly to address your issue.

 

Thanks,

Jeff

 

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Anonymous
Posts: 0

Re: Hero 4 Black Noise issue when using WiFi

@jefft The posts from mattb have been long time before, but because he was active here and seemed like willing to help, he was the one I tagged and asked for help as well - without success.

 

Alex A. from customer support said my camera is fine and he can't help, after sending him mails that got more and more angry because he denied all the facts and proves I provided, he forwarded my case to Paulo Conceição, the "Senior Agent" of GoPro's technical customer service - he also denied everything, tried to cheat me with this stupid "white noise" thing, I did send him this to explain the difference between "white noise" and the helicopter noise again (because he didn't care about my text-explanations and other videos): https://www.youtube.com/watch?v=EKp-wMJ50F8
He closed my case and didn't reply anymore... That's how much sense it makes to contact customer "support". I can show you a YouTube comment of another person who experienced EXACTLY the same, first replacement was accepted, got another faulty unit, then the strategie changed to "it's your location", it's "white noise" and all those stupid excuses and that the camera was tested and would be fine, then his case was closed as well.

I need a definitive SOLUTION now, till the end of the week Ebay offers to sell with just 5€ fees instead of 10%, which would mean 40€ for example when the cam incl. assesories is sold for 400€. I wanted to use this chance to get rid of this product now (after it ruined two holidays already and all GoPro did was trying to cheat or ignore me within 6 months) without losing lots of money to Ebay as well. I need a good offer until Friday the latest, not just a first contact and a message like "please explain me your problems" or "please record a test-video" maybe...

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Anonymous
Posts: 0

Re: Hero 4 Black Noise issue when using WiFi

Btw. "the staff member I asked to look into your case has been working on it" - what has he been "working on" when not even contacting me once within more than 3 weeks since I was told he would do? There's nothing to "work" on, the situation is 100% clear...

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Hiker
Posts: 37

Re: Hero 4 Black Noise issue when using WiFi

@jefft Thanks for clearing some things up. Could you maybe also clear up why people are receiving multiple faulty replacements?

The thing is, the individual approach through Customer Support doesn't work! So it's pretty understandable people will try a different approach, like posting on here.
It's not that this is just happening to 3 people. There're lots of people who are in the same situation.
It's clearly a bigger problem than GoPro can handle. Or, they just don't want it to handle.

And this is not just about the helicopter sound. It's about receiving multiple faulty replacements! Which is horrible "service".
These replacements have the helicopter sound, so people keep getting back to this post.

I kinda feel sorry for you too, what if you actually want to help us, but GoPro doesn't let you?
Like you know what's going on is wrong, but GoPro forces you to keep this all quiet and stuff?

If GoPro was honest about this when I received my second faulty replacement, "Sorry, we're having trouble", this could've gone a whole different way.
We could've made a nice deal that works for both us. But just stringing people along and lying is wrong. Instead of a loyal customer I turned into a GoPro hater.

Maybe it's time to look at the (il)legal side of all this. Knowingly selling faulty cameras must be illegal.
And there're definitely rules about not providing a proper replacement within a normal period of time.

@andty Good luck with hearing something by the end of the week...
When GoPro makes so many mistakes in months, this should've been taken care of YESTERDAY. An other lack in "service".

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Anonymous
Posts: 0

Re: Hero 4 Black Noise issue when using WiFi

[ Edited ]

Excellent post @irena, I can agree with everything you wrote.
There always can be technical problems, and I stay calm, patient and friendly, if a company takes care of it, admits the problem and tries their best to provide their customers a flawless replacement. But GoPro went a completely different way of DENYING the problem, forcing their customers to repeat the same tests again and again, telling there either isn't any problem at all (the camera was "tested"), it's the location, just "white noise" and all these things when it was proven hundreds of times before that it's just a problem of the GoPro camera itself and only with its own WiFi, nothing else and regardless where you use it. Then closing the cases, getting no replies for several weeks or even months... THIS is the reason why I'm posting here, there would never ever been a single negative post from me if I just would have received a flawless unit and if someone would have taken care. But I've only been cheated on purpose or ignored by all GoPro employees... Just got an interestesting reply on YouTube by the way "I stopped correspondence with GoPro. It's wasting time." > This probably is why there are not thousands more posting here, they are affected as well (you find them in other forums, on YouTube, in Amazon reviews in all countries), they experienced the same, but gave up because they don't want to spend half of their life writing a as much text as in a thick book, and at the end you keep having the same faulty camera.

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Hiker
Posts: 37

Re: Hero 4 Black Noise issue when using WiFi

Yes, honesty is a big thing.


Yeah, I know lots of people gave up on this. Which is a shame. That's why I also started posting here and made my warning post.
I want people to know about this, help them if possible. And certainly let them know there're not the only one to be in this situation.
It kinda helps to know you didn't do anything wrong yourself. So it's a good thing you're still posting here, and others too.

I was supposed to hear something back yesterday, I didn't. Just chatted again with support, no help at all.
Bottom line: just wait, you'll hear something. Haven't heard anything in a week. So regarding this issue with my 4th replacement I'm waiting 3 weeks now. Plus I was lied to at least 3 times in this chat, so much for honesty.