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Reply
Tourist
Posts: 4

I am still waiting for my RMA number.

Contacted support waited 30 minutes then opted for callback.  3 hours later call back comes.  My camera will not manually update and the touch screen does not respond to touch.  Agent recorded email wrong so I called back and again opted for callback which came about 6 hours later this time (10:30 PM EST).  Finally receievd email requesting copy of receipt ,camera serial number and confirmation of address and provided all info, but I have received no response.  Camera is still under warranty and been used twice.  Very disappointed in customer service right now

GoPro
Posts: 3,924

Re: I am still waiting for my RMA number.

Hi @fastvista5263,

 

If you have not already received a follow up from the agent in your case I have gone ahead and re tagged them. You should be receiving a follow up.

 

Best,

Ryan

Tourist
Posts: 8

Re: I am still waiting for my RMA number.

Ryan,

 

There seems to be a very large issue with a lot of people getting a hold of support.  Is there anything that you can do here to at least give us a better way to contact support than just the phone number or chat?  Are there that many issues or are there just too few agents?

GoPro
Posts: 3,924

Re: I am still waiting for my RMA number.

Hi @jrsyjmy,

 

Support is currently experiencing higher than normal volumes and are working to get through each contact as quickly as possible in the order in which they were received. They only way to get through to support would be by the Phone or Chat channels. 

 

Our agents are working to resolve these contacts as quickly as possible, and once you do get through to Support you will have a point of contact for the issue you are experiencing.

 

Best,

Ryan

Tourist
Posts: 8

Re: I am still waiting for my RMA number.

Thanks Ryan.  After 3 hours on hold, I got a hold of someone.  Its my first time reaching out to support so the process has been rather frustrating and not the easiest process.

Highlighted
Tourist
Posts: 4

Re: I am still waiting for my RMA number.

Ryan,

No follow up received yet.  Sent another response email yesterday and still no further contact.  It appears the response emails just go to general support account not a specific support specialist.  Very frustrating experience from a company you would think would be able to handle this based on the popularity of their products.  Hoping to here something soon so my still under warranty camera is replaced with a working product.

 

Thanks,

Tad

Tourist
Posts: 4

Re: I am still waiting for my RMA number.

Back on hold trying to contact support again.  Still no further response received.  Not sure what you mean about a contact since I still only have the general support number to call and the general support email to reply to.  Chat is useless as others have pointed out in these forums, never connects or just says all agents busy.  Really disappointed in GoPro!

Tourist
Posts: 4

Re: I am still waiting for my RMA number.

Finally got the rma and fedex label after contacting support this morning.  Agent never correctly updated my email last week so that was the problem.  Still a bit frustrating since it took 3 calls to support to rectify the situation.  Hopefully new camera will work!