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Hiker
Posts: 14

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

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?

GoPro
Posts: 3,505

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

 

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 

Hiker
Posts: 14

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

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

GoPro
Posts: 8,348

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

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

Hiker
Posts: 14

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

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

Hiker
Posts: 14

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

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

GoPro
Posts: 3,505

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

 

Hi @snowycliff0772

 

It was sent to your email. 

 

 

Regards,

-Jay 

Hiker
Posts: 14

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

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.