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Hiker
Hiker
snowycliff0772
Posts: 14

‎08-03-2018 09:54 AM

Support Team taking way too long to resolve GoPro Hero 6 is NOT waterproof issue

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I was on the beach in Turks and Caicos getting ready to snorkel. Just put my brand new GoPro Hero 6 Black camera in the water and immediately it filled with water. Not even two feet in the water!

Contacted GoPro Support and explained what happened and yes I checked the doors were properly shut. Sent in a copy of the invoice showing that it was just purchased. I was told 5 working days and they would get back to me on how they were going to handle this.

It has been 3 months and no contact from them.

Is anyone else having this issue with the support team?

Is 3 months a long time to wait for a resolution?

Is the Hero 6 NOT waterproof as advertised and GoPro doesn't know how to handle these claims?

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jayr3438
Posts: 6,097

‎08-03-2018 01:58 PM

Re: Support Team taking way too long to resolve GoPro Hero 6 is NOT waterproof issue

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Hi @snowycliff0772, 

 

Sorry to know that. 

It would be best to get in touch with the support rep since they are the one who's handling those cases and we do not have access to your case here in community. 

I can follow up with your case as well though. 

 

 

Regards,

-Jay 

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Hiker
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snowycliff0772
Posts: 14

‎08-03-2018 02:20 PM

Re: Support Team taking way too long to resolve GoPro Hero 6 is NOT waterproof issue

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I have been on "Chat" 3 times and they keep telling me to wait for an email. How do I contact the Support Rep?

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aragon1006
Posts: 24,495

‎08-03-2018 02:40 PM

Re: Support Team taking way too long to resolve GoPro Hero 6 is NOT waterproof issue

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Hi @snowycliff0772

 

Our Support Team can be reached by phone or by chat.

You may provide them with your case case number to check on the status of your case. 

Kindly refer to this link for their number and their hours of operation. https://gopro.com/help/ContactUs

 

Regards,

Ej

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Hiker
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snowycliff0772
Posts: 14

‎08-03-2018 02:47 PM

Re: Support Team taking way too long to resolve GoPro Hero 6 is NOT waterproof issue

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Case number? I need to figure out where to find that. Not sure if I was given a case number on any of my chats, but I will look

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Hiker
Hiker
snowycliff0772
Posts: 14

‎08-03-2018 02:48 PM

Re: Support Team taking way too long to resolve GoPro Hero 6 is NOT waterproof issue

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You realize i have been on 3 Chats with no resolve?

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jayr3438
Posts: 6,097

‎08-03-2018 02:48 PM

Re: Support Team taking way too long to resolve GoPro Hero 6 is NOT waterproof issue

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Hi @snowycliff0772, 

 

It was sent to your email. 

 

 

Regards,

-Jay 

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Hiker
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snowycliff0772
Posts: 14

‎08-08-2018 12:35 PM

Re: Support Team taking way too long to resolve GoPro Hero 6 is NOT waterproof issue

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Issue now going on FOUR months. Just was on Chat -

"( 5m 47s ) Marvin: We have a lots of cases for reviewing with our Team and it will take a month to verified it.
( 6m 9s ) Marvin: We will inform you through e-mail."

 

Do they have so many problems with Hero 6 that resolutions are coming slow. This is not reasonable time.

 

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