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Tourist
Posts: 5

GoPro Plus Subscriber needs customer support for a GoPro9 (out of order)

I'm trying to get customer support since 2 days. There's no way to get contacted. I'm a GoPro Plus subscriber and I need help for my brandnew GoPro9, which does not work.

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GoPro
Posts: 19,952

Re: GoPro Plus Subscriber needs customer support for a GoPro9 (out of order)

Hi @rosali22

 

Sorry for any trouble caused. What seems to be the issue with your camera?

We have troubleshooting steps available on https://community.gopro.com/t5/en/tkb-p/kb-en

 

To reach out to Support, you may submit a request for a callback or initiate a chat session through https://gopro.com/help/ContactUs

 

Heads up! Our team is currently working through a volume of contacts, response time may be slightly longer than usual. We appreciate your understanding.

 

Thanks!

Ej
 

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Tourist
Posts: 5

Re: GoPro Plus Subscriber needs customer support for a GoPro9 (out of order)

Hi, I did this. I got a case number, but the agent didn't call. My Hero 9 Black doesn't work. I got the camera some days ago and during my first dive snorkel session, the camera didn't work. I saw later, that inside the battery area, there was some humidity. I guess, that somehow humidity got inside and caused problems. 

 

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GoPro Community Manager
Posts: 7,750

Re: GoPro Plus Subscriber needs customer support for a GoPro9 (out of order)

@rosali22 - Sorry you've had trouble connecting with our team. We are getting a very high level of contacts right now, but we are doing our best to get back to everyone as quickly as we can. I do see your call back request in our system, so one of our team members will get back you soon. Thanks.

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Tourist
Posts: 5

Re: GoPro Plus Subscriber needs customer support for a GoPro9 (out of order)

What means "soon"? It's monday now and I'm still waiting for the call since last week :(

 

 


@jefft wrote:

@rosali22- Sorry you've had trouble connecting with our team. We are getting a very high level of contacts right now, but we are doing our best to get back to everyone as quickly as we can. I do see your call back request in our system, so one of our team members will get back you soon. Thanks.


 

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Tourist
Posts: 5

Re: GoPro Plus Subscriber needs customer support for a GoPro9 (out of order)

Hello, one agent tried to call me yesterday around 15:42 (Berlin time). I was taking a shower and tried to call back minutes later, just to get the information to contact the support through the gopro website. This is just ridiculous. I have 2 GoPros and I'm a GoPro customer since years. You should not treat your customers that way. I'm very disappointed.

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Tourist
Posts: 14

Re: GoPro Plus Subscriber needs customer support for a GoPro9 (out of order)

yeah, GoPro is totally failing in their customer service at the moment.. the most sad part about this is that u might think GoPro would be keen on creating good CX, because they if anybody knows that there's only one thing worse than an angry customer, and that is a disappointed customer.. i'm sure the stock price will take a hit of this as well
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Tourist
Posts: 5

Re: GoPro Plus Subscriber needs customer support for a GoPro9 (out of order)

Yes, I agree! Finally I got a call back from agents today and they helped to resolve the problem, but I had to wait like 1 week to solve it and that should be not like that. Nevertheless, THX to Lisa and Paul!