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Tourist
Posts: 5

Hero3+ Black has worked twice and that's it....

I purchased a Hero3+ Black about 18 months ago with very high expectations as I am a professional sports & action still photographer.  I had great hopes of incorporating the output from my new GoPro into client offerings.  From Day One, I experienced issues with the main screen 'freezing' on the video option.  I called Customer Service and they walked me through a format/reset and it worked for one small project.  Then the next time I went to use it - same problem and another call.  I tried several more times to get it to work, each time calling CS and having them walk me through the same process.  In simple terms, this specific unit has NEVER worked properly from Day One.  I have a grand total of TWO videos created with it.  And at no point did CS ever suggest I return it under warranty when I called while still under warranty.

 

I've called CS no less than four times to rectify the situation.  Yesterday was the last straw.  I called again with the same problem and the CS rep spent an hour on the phone barely listening to me.  Near the end of the call, she asked "So....  have you been uploading your videos to our website"?  Excuse me, the past hour I've done nothing but tell you it DOES NOT WORK and that's what you've been trying to fix.  Frustrated would be my word of the day.

 

So here I sit, totally dejected about all the internet chatter about this being a poor build, and I find myself in the same bucket.  I shelled out a lot of money for this, accessories and as recently as yesterday another $75 in "Approved" memory cards with the same result.  I've spent countless hours on the phone with CS and fiddling with it on my own.  The camera is simply frozen in spite of firmware update and using approved memory cards.  I can't even get to the Tools section to format the new card(s).

 

So GoPro, we are at a crossroads here....  You can do one of two things.  You can either 1) do nothing about this defective unit where I have done everything possible to get it working properly (calling CS no less than four times inside and outside your warranty peiod, and using approved memory cards), or 2) replace my unit with a functioning one of equal value. 

 

I've tried to resolve this inside the warranty period and now I'm out of it.  It's NEVER really worked up to expectations for what you advertise, and I'm just disappointed.  I thought better of your company.

 

I'm not interested in shelling out another $300 to get a Hero4 with your 40% discount off a $500 newer unit.  You have not proven to this user you can create and support a functional product with my Hero3+ Black.    I've already paid for one unit that has been defective from the beginning. 

 

Do the right thing.....  Take my defective unit back, tear it apart/analyze it/determine 'why' it doesn't work and use that knowledge to build a better product, and provide me a functioning unit in it's place.

GoPro
Posts: 1,755

Re: Hero3+ Black has worked twice and that's it....

Hi @scotts34833

 

I'm very sorry to hear about the experience that you've had with your HERO3+ Black camera and also for the amount of time your post has sat without response. While this is actually a user-to-user forum, we moderators try to help out where we can and are currently sweeping through to respond back to some posts that didn't receive responses. I did search for the email used with your GoPro Account to see if I could find you in our Customer Support records, but unfortunately I am not able to find the contacts there. Do you know if you happened to use a different email while in contact with us? If so, you can feel free to private message it to me and I can take a look to see if I can find your case. 

 

Matt B. 
GoPro Support Hub Moderator

Tourist
Posts: 5

Re: Hero3+ Black has worked twice and that's it....

Check your PM's....

Tourist
Posts: 5

Re: Hero3+ Black has worked twice and that's it....

Little update... GoPro seems to have done the 'right' thing so far. After a brief conversation yet again with Customer Service, they indicated they were sorry for the defective unit and poor customer experience. Thus, they sent me a FedEx call tag and said to simply bundle up just the camera and get it back to them. Once received, they would process sending me a replacement unit at no charge. Turn time about seven days from receipt of the defective unit. My opinion this far has changed to be considerably more favorable towards GoPro and their organization. We'll see what actually shows up and go from there. So for the time being, thank you GoPro.
Adventurer
Posts: 10,609

Re: Hero3+ Black has worked twice and that's it....

[ Edited ]

@scotts34833

AWESOME!  Great to hear that they are taking care of you.

Tourist
Posts: 5

Re: Hero3+ Black has worked twice and that's it....

Replacement Hero3+ Black arrived! Charged the battery, did some initial settings and it works so far. Thank you GoPro for doing the right thing. Very much appreciated.