Forums: Skydiving Disciplines: Photography and Video: Re: [kallend] GoPro question: Edit Log


stratostar  (Student)

Jan 9, 2013, 6:25 PM

Views: 3162
Re: [kallend] GoPro question

Hey that is cool you got a replacement that fast. While I agree with you to an extent, I also will point out, that IMHO the reply times I got were reasonable, there was even a note when I submitted my report saying, no one was in due to the holidays and there is a heavy back log, but they will get you.

With in a week I got this reply:
Quote:

I would truly like to apologize for the delayed response. We’ve been experiencing a higher than normal email volume lately, and we’re doing our best to answer everyone as quickly as possible in the order in which we were contacted. Thanks for your patience.

I'm terribly sorry to hear that you have a spot on the lens causing issue with the picture. Could you please send me some photos (under 5mb) taken with the camera as well as upload some sample footage to YouTube and provide me the link so that I may see whats going on with the camera?

Many Thanks,

Zack
GoPro Support
gopro.com/support

I complied and with the requested video & stills & a few days got this second reply:

Quote:
Unfortunately it sounds like there could be a fault with the camera, and we'll need to go ahead with replacing your unit under warranty. To get the process started, can you please reply via e-mail with a copy of your purchase receipt to show you are within the warranty period, the camera's serial number located inside the battery compartment, and also follow the below link to enter your return shipping info for the replacement camera:

Enter Address Here.

Once we hear back, we'll be able to provide you with a RMA (returns authorization) and returns instructions.

Our apologies for the inconvenience, but we'll do our best to get you a fully functioning replacement as soon as possible.

Many Thanks,

Zack
GoPro Support
gopro.com/support


Now the kicker is my issue was self resolved and I won't e needing to return the unit to them... I didn't mind the wait for them to contact me because I kept playing around with it while I waited. I know that was not available to you, and I would not be happy as well.

Blow it off, prob solved and now go out and get us some cool UFO footage...


(This post was edited by stratostar on Jan 9, 2013, 6:28 PM)


Edit Log:
Post edited by stratostar () on Jan 9, 2013, 6:26 PM
Post edited by stratostar () on Jan 9, 2013, 6:27 PM
Post edited by stratostar () on Jan 9, 2013, 6:28 PM


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