06-13-2016 02:15 PM - edited 06-13-2016 02:17 PM
@jefft It's pretty obvious what's going on with his case right? His camera has the helicopter sound, the same sound lots of people have received a (faulty) replacement for because you don't have a solution. So what's to determine left? Are you determining how much patience he has left? It's none, I can tell you. So either way, his camera needs to be replaced and he has no patience left. You can forward this to your specialist, he clearly needs help.
@Anonymous After you read @jefft response, don't break your house down please.
@Anonymous Yeah, it's all too shady.
Update on my case:
So almost 4 weeks after contacting support they give me an other RMA. Just a 5th replacement, like it's nothing. In these 4 weeks my SD card has been blamed for the audio issues, I've been told there's no issue. I've been ignored and lied to multiple times. GoPro's customer service = make everyone so mad so they stop "bothering" us.
06-13-2016 03:40 PM - last edited on 08-23-2016 02:55 PM by jefft
This is all you have to say @jefft? Very disappointing, also not a single word why this person now still didn't get in contact with me, although he should by the end of last week...
As Irena wrote, it's more than obvious what's going on in my case. And I gave GoPro really more than enough chances and time to bring this to an satisfying end.
I also made more than clear in e-mails as well as here several times already what GoPro has to do, there's nothing to "work" on or to "determine", and especially not if this process takes months again.
On page 5 I already gave you (GoPro) 3 options:
"WHAT I EXPECT NOW:
- I immediately get a flawless replacement! (flawless sound with WiFi as well as a flawless lens!) YOU send it to me first (you have all my data), I don't send in mine first again and wait without having a GoPro for multiple weeks a 3rd time. Put a RMA-label and RMA document in the package, so I can easily send the faulty unit back afterwards.
- If you aren't able to do proper tests in the factory or in the USA, simply send me a box with 10 or 20 cameras and I'll do the testing on my own!
- Or you send me 399€ and I'll order a new Hero 4 Black from Amazon Germany and play the replacement-lottery with them (which is much faster and way easier than all the hassle with GoPro support!)"
Alex A. and afterwards Paulo Conceição continued to deny the problem. I did provide more test-videos, including the difference between just white noise and helicopter noise. My support case was closed instead of getting a replacement or another reply.
I explained everything again on page 6, tagged 4 MODs and wrote:
"Send me a flawless replacement!!! Without making any other barefaced GoPro "support" caseworker contacting me that tries to whitewash and deny the problem!"
I explained the "support" what to do and I explained in this thread what to do. Nobody cared. It would have taken one hour maybe to go through this thread and understand everything.
@irena You found the right words again, thanks. And I wish I had the money for a house, I just live in a small flat. Maybe GoPro donates me a house? ;)
Sounds also like the known hassle in your case, but at least they didn't simply close your case and stopped replying, and finally even agreed for a 5th replacement - I even wasn't allowed to get a 3rd.
By the way here is the new official GoPro logo:
This should be integrated on all websites, all products and every customers should get 100 stickers from it to spread their enthusiasm about this company.
06-15-2016 02:00 AM
@jefft Finally, thanks for helping him.
@Anonymous, Let us know how it goes!
And yes, they didn't close my case. But they did stop replying. I just kept contacting them.
Took them 4 weeks to give me a RMA. But I'm not happy with their "solution", just a 5th replacement.
I'm not going to wait 5 weeks again to receive a faulty replacement again. Gave my caseworker some reasonable suggestions to have this fixed, no response so far..
06-15-2016 06:30 AM - edited 06-15-2016 06:33 AM
@irena They really opened a new case, I got the PM from Jeff as well as the E-Mail with the new case from the support. The person who contacted me apologized and took full responsibility for the delayed response. So this actually was the first time after waaay too long time that really something "positive" was done in my case, therefore I also replied both in friendly words.
He asked some unnecessary questions again, like if I could replicate the issue from my video sample inside the washing mashine in a different environment, if it was done with or without housing and what my typical use-case is for the GoPro. He didn't read this thread for sure, otherwise he would already have seen my "white noise vs. helicopter noise" video (recorded in my kitchen) as well as the sunset on the beach.
I answered him these questions, did send the links to my videos again but also explained that he's probably too late now. The only thing he still can do is send out a flawless replacement immediately, that reaches me till the end of this week. Since nobody wrote me within the promised time before and nobody cared since months, I created an auction for my Hero 4 last weekend, as also explained in this thread (I wrote I definitely need a solution by the end of last week). So it's on sale now, I just have the chance to replace the unit with a flawless one if they send it to me directly...
He also wrote "I will make my best effort to reply within 24-hours of your correspondence." However more than 38 hours have past after I replied him, and I still didn't get a new e-mail, so again the promised time for reply is not true.
06-15-2016 05:23 PM - last edited on 08-29-2016 02:59 PM by jefft
Oh man, he still didn't understand the problem of the helicopter noise at all! And neither did read my mail or checked my videos properly. He still believes the difference between their testing and my testvideo in the washing mashine "could only be explained by environmental factors". I just did the video in the washing mashine because before I was told it would be my router that causes the noise, therefore I chose a location that is shielded from external signals. What about the sunset at the beach, I also did send him and posted here? What about other videos I also already sent to the support and posted here as well before?
I would love to post the whole communication here, but the "rules" don't allow this and it would just get deleted... My answer was very long and way more angry again, as you can imagine... I also pointed out the guys disassambling their HERO4s and do the shielding of the mic on their own in order to get rid of the problem - this is what GoPro should do in production or manually now before sending out the replacements!
06-15-2016 05:38 PM
Wow. That's a new low. Blame it on the router! If the GoPro is so sensitive that it picks up on your router or other wifi device, you have obviously created a crappy product that should have never gone to production. And the funny part is they sell wifi remotes to work with the GoPro!
I get so mad everytime I get an email and read everyones stories. GoPro has serioulsy messed up. OWN UP TO IT ALREADY AND FIX THE ISSUE.
06-16-2016 02:04 AM
@Anonymous Unbelievable. Actually, it isn't anymore.
The fact he's asking you unnecessary questions and ask for more videos says enough. They're stringing you along again.
Thanks for posting this all, hopefully our stories will be some sort of help for other people. And good luck with the sale!
@Anonymous Crazy right. They make you do tests outside, so it doesn't pick up any interference from networking equipment...
I was told at least twice to BUY the Frame mount so I won't have any issues. I just want to use this camera like it's being advertised. With housing, with WiFi, in any environment and without any audio issues.