03-28-2018 10:35 PM
Yesterday was the 6 week mark for my support case. Here is the latest response:
Thank you for getting back to us, and apologies for the delayed reply.
I understand the frustration as this is something that you've been experiencing for quite some time already. I appreciate you going through all the recommended steps and providing me the information.
Yes, I've seen and read the forum thread upon initially scrutinizing the case details back then. Please allow me a few days to further verify this issue, and I'll ensure to get back to you with a substantiate solution.
I'll let you when I hear back "with a substantiate solution"
03-29-2018 12:36 PM
I give you endless days... You can do whatever f... during these time, But I’ll never buy a product from GoPro. Not even a sticker...
04-05-2018 07:38 PM
I asked support to replace my camera with a fully functioning model. Here's their response:
Your time and coordination all through the process are very much appreciated.
I can't verify that this as a known issue as I wasn't able to replicate the problem upon our team's internal tests. Though, I acknowledge the facts given on the results of all the troubleshooting steps we did -- in the attempt to resolve the problem, and all the details provided throughout. As mentioned on one of my previous emails, this may further point us to possible issue on either the microSD card currently used or the camera itself.
On your case, the problem happened right after installing the firmware update v5.00, and re-installing the firmware did not help at all. Therefore, it is also most likely possible that there could be a fault with the camera.
If I remember correctly, you mentioned that your HERO4 Silver camera was purchased about a few years ago. Unfortunately we are unable to replace your camera as it is no longer under warranty. However, with that being said, we absolutely want to help out as best as we can.
We know these situations can be difficult and frustrating, so we would like to offer a 20% discount towards the purchase of one new camera from our web store. This one-time exception can be applied to the purchase of a HERO6 Black, HERO5 Black or HERO5 Session camera.
In order to take advantage of the discount, we’ll need you to please send your damaged camera back to our facility. Once it is received, you can give us a call to place your discounted order over the phone.
Should you like to take us up on this offer, please let me know by replying directly to this email and I can get the process started. Please feel free to ask any other questions you may have and I will be more than happy to continue helping.
04-05-2018 10:27 PM
Presumably if we did send them a camera that has this problem, they'd then be able to fix it, as they'd have a unit that would replicate the issue? We all know that wouldn't happen though -- there's a problem with the firmware that they can't find and can't/won't fix.
04-07-2018 10:27 AM