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%3CLINGO-SUB%20id%3D%22lingo-sub-51538%22%20slang%3D%22en-US%22%3EUnable%20to%20get%20phone%20or%20chat%20support%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-51538%22%20slang%3D%22en-US%22%3E%3CP%3EHi%2C%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%20I%20just%20got%20off%20of%20the%20phone%20after%20waiting%203%20hours%20for%20support%2C%20only%20to%20be%20abruptly%20hung%20up%20on%20(I%20guess%20your%20queue%20has%20a%20maximum%20wait%20time%3F).%20%26nbsp%3BAll%20I%20need%20is%20the%20tracking%20number%20for%20the%20replacement%20camera%20that%20I%20was%20told%20is%20being%20sent%20as%20of%20June%208th%20(and%20it's%20now%20the%2026th).%20I%20don't%20have%20much%20faith%20after%20reading%20some%20of%20the%20other%20%22lost%20in%20the%20mail%22%20posts%20on%20here.%20%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%26nbsp%3BI'd%20love%20to%20get%20an%20update%20on%20my%20replacement%20status.%20%26nbsp%3BThe%20original%20person%20who%20helped%20me%20was%20great%20and%20I%20had%20almost%20no%20hold%20time.%20%26nbsp%3BWhat%20happened%20in%20the%20past%20two%20weeks%2C%20did%20everyone%20quit%20at%20once%3F%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-51538%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3EHERO5%20Black%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E%3CLINGO-SUB%20id%3D%22lingo-sub-51546%22%20slang%3D%22en-US%22%3ERe%3A%20Unable%20to%20get%20phone%20or%20chat%20support%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-51546%22%20slang%3D%22en-US%22%3E%3CP%3EHi%20%3Ca%20href%3D%22https%3A%2F%2Fcommunity.gopro.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F20584%22%3E%40willw0243%3C%2Fa%3E%2C%3C%2FP%3E%0A%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%0A%3CP%3EI%20have%20tagged%20the%20agent%20in%20your%20case.%20You%20can%20also%20reply%20to%20the%20support%20case%20you%20have%20and%20the%20agent%20should%20be%20able%20to%20get%20you%20an%20update.%20Hope%20that%20helps!%3C%2FP%3E%0A%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%0A%3CP%3EBest%2C%3C%2FP%3E%0A%0A%3CP%3ERyan%3C%2FP%3E%3C%2FLINGO-BODY%3E
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Tourist
Posts: 4
Accepted Solution

Unable to get phone or chat support

Hi,

 

  I just got off of the phone after waiting 3 hours for support, only to be abruptly hung up on (I guess your queue has a maximum wait time?).  All I need is the tracking number for the replacement camera that I was told is being sent as of June 8th (and it's now the 26th). I don't have much faith after reading some of the other "lost in the mail" posts on here.  

 

  I'd love to get an update on my replacement status.  The original person who helped me was great and I had almost no hold time.  What happened in the past two weeks, did everyone quit at once? 


Accepted Solutions
GoPro
Posts: 3,924

Re: Unable to get phone or chat support

@willw0243 I show your case in progress. You should be able to reply to that case and it should go to your agent!

 

Best,

Ryan

View solution in original post


All Replies
GoPro
Posts: 3,924

Re: Unable to get phone or chat support

Hi @willw0243,

 

I have tagged the agent in your case. You can also reply to the support case you have and the agent should be able to get you an update. Hope that helps!

 

Best,

Ryan

Tourist
Posts: 4

Re: Unable to get phone or chat support

I tried that earlier this month and got the following auto-reply:

 

 

Looks like you were trying to respond to a closed case (Case: 03754921). Unfortunately, we are unable to receive updates on closed cases.
If you need more help with this case or need to report a new issue, please reach out to us and we would be happy to assist! You can get in touch with us here: Contact Support

Many thanks,

GoPro Support
www.gopro.com/support

GoPro
Posts: 3,924

Re: Unable to get phone or chat support

@willw0243 I show your case in progress. You should be able to reply to that case and it should go to your agent!

 

Best,

Ryan

Tourist
Posts: 4

Re: Unable to get phone or chat support

I called in at 9:30 Eastern time and had an hour wait (they answered just as you typed that)  She took ownership of my case and was very helpful.  I have NEVER had a problem when I actually get to talk to someone....it's the wait that's a killer.  You have good staff there, It just seems like you need more of them.

 

She gave me the tracking number, and Fedex says it was delivered on the 14th to my front door.  Nothing is ever delivered to my front door, it's overgrown with vines and never used.  I'll go home at lunch and check if it's been sitting out there for two weeks, if not she told me to contact her back.

Tourist
Posts: 4

Re: Unable to get phone or chat support

Ok, I'm all set.  I found the camera.  The fedex guy didn't leave it at the front door...he left it IN the flower bed next to the front gate.  I just happened to see a wet cardboard box in the flowers, and sure enough it was the camera which had been sitting there for a good 2 weeks now. lol.

 

Thanks!

GoPro
Posts: 3,924

Re: Unable to get phone or chat support

@willw0243 Glad to hear you found that camera! Let us know how it works.

 

Best,

Ryan

Sightseer
Posts: 1

Re: Unable to get phone or chat support

I've been on hold for more than 4 hours in the last two days, never talked to a support tech yet. Chat had me in the que for 30 minutes, saying I was #1 in line, then dumped me off stating they were all busy. That was 3:30 pm PDT on a Tuesday 8-8-17. My Hero 5 Black is bricked, won't take the firmware update, red flashing light, won't do a manual update with a brand new sd card (another Sandisk Extreme Pro 32gb), I GIVE UP.  I'm returning it to Bass Pro Shop.