GoPro Customer Support

dell30rb

dell30rb

Final Approach
Joined
May 18, 2011
Messages
7,147
Location
Raleigh NC
Display Name
Ren
Home Airfield
KTTA, NC81
Anyone dealt with them?

I sent an e-mail on 12/19 and finally heard back today. I don't think they read my e-mail. Not a good sign. When you connect the camera to a TV, the camera goes into a certain mode where it will only playback video. That works fine, however upon disconnecting from the TV the camera thinks its still connected, and I can't use it for recording.

The steps I describe below were described on the online FAQ for troubleshooting this problem.

Original Message to Go Pro 12/19:

I bought the hero HD and have only used it a handful of times. The camera displays TEL even when in the case and not connected to the TV. I have tried removing the battery, inserting and removing the tv cables into both ports, then putting the battery back in the camera and turning it on. The camera still displays TEL. The TV output ports on the camera do not appear damaged and the cables go in and out of them normally.
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Their reply today 1/2:

Hi Ren,

Sorry for all the delay in answering unfortunatelly with the holiday's season it's a litle hetcic over here.

If your LCD screen is displaying the 'tEL' icon, it is to indicate that the camera is connected to a TV via the HD or AV component cables for photo/video playback.

If 'tEL' is being displayed while no HD or AV cable is connected to the camera, then there is a fault. It could be a one time glitch being caused by a bad connection in the TV port in the camera. Please try the following:


Remove the battery from the camera.
Insert and remove the HD and AV component cables from the TV output ports to clear up any possible faulty connection.
Reinsert the battery into the camera.
Power on the camera once more.

If the camera is still displaying 'tEL' with no cables connected after following the above steps, then unfortunately there could be a fault with the camera.

Many Thanks,
Maria B.
GoPro Support
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I have three GoPros and have lost one. Customer service issues have been pretty good with me. I did have one camera that developed corrupt software, and the only solution was resetting it to factory settings. I forget exactly how to do it but it was pretty simple and it solved the problem. My guess is they are telling you the truth, but probably did not fully read your letter, but read the beginning and decided what the issue was because of that. There are a number of forums where techies use the GoPro and they have a lot of insight into how to trouble shoot these things. Also check the GoPro FAQ. By the way which camera do you have. If it one of the new Hero3 it may be a bug in the software that they have not fixed yet. If my hero3 turns off while taping, or runs out of memory before it is turned off the last MP4 file is corrupted. This was a bug in previous camera and fixed with software updates. I found a fix to fix the corrupt file, but it is somewhat tedious.

Doug
 
I had a Hero2 that during some time lapse photos I would get the progression looking lines across the images in a pink color. It may take 200 images good and then 10-15 of them had this line running across it.

Tried different SD cards, settings, and then they finally said to send it back. No questions beyond that, and a few days later I had a whole new Hero2 and accessories again (I sent them only the camera, case, and battery).

New one works fine!

Time from beginning to end, about 12 days.

Email is the best way, but ask that agent for a phone number or call the one on the website with your case number and they are good to help you too.
 
Their first round support is handled by drones. I had some problems with the 3d processing software and the first round support was like that but eventually on the second go round I got someone with a clue.
 
flyingron said:
Their first round support is handled by drones. I had some problems with the 3d processing software and the first round support was like that but eventually on the second go round I got someone with a clue.
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Thanks. I went ahead and responded with e-mail and we'll see where it goes. If not i'll be calling them.

The camera was nice and I hope they replace it. It has a one year warranty and I've owned it for six months, so replacement is likely.
 
douglas393 said:
I have three GoPros and have lost one. Customer service issues have been pretty good with me. I did have one camera that developed corrupt software, and the only solution was resetting it to factory settings. I forget exactly how to do it but it was pretty simple and it solved the problem. My guess is they are telling you the truth, but probably did not fully read your letter, but read the beginning and decided what the issue was because of that. There are a number of forums where techies use the GoPro and they have a lot of insight into how to trouble shoot these things. Also check the GoPro FAQ. By the way which camera do you have. If it one of the new Hero3 it may be a bug in the software that they have not fixed yet. If my hero3 turns off while taping, or runs out of memory before it is turned off the last MP4 file is corrupted. This was a bug in previous camera and fixed with software updates. I found a fix to fix the corrupt file, but it is somewhat tedious.

Doug
Click to expand...

The Hero3 I got for Christmas had instructions to connect and download new firmware prior to using. No indication as to what this was supposed to correct, but I did the download. Now to get some decent weather and go take some pictures with it. From the air, of course.
 
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