- Location
- Andorra and Spain
Back in September, I treated myself to a swanky new GoPro 7 Black - the top model on the market. It wasn't cheap, but I've bought lots of cheap alternatives in the past (and an original GoPro Hero) and figured it was time to bite the bullet and go all-in. I'm glad I did, it's a brilliant little camera.
Sadly, the last day of our holiday, it stopped working, a mere 8 months after purchase. It wasn't totally dead, and following some of the instructions online gave me limited success; I could sometimes get it to turn on if it was connected to power without the SD card and battery in, but as soon as I replaced either one, it didn't work again.
Gagh!
It took me a little while to build up the energy to contact support, as I find it so draining to have conversations with people who are just going through a script; it takes so much of my time, and it winds me up.
Well, without going into every detail (for a change, for me!), I couldn't have been happier with their response. I described my problem, expecting to have to jump through hoops, but all that Reymond wanted was a picture of front and back, and a proof of purchase (luckily, I bought it on Amazon so that was easy) and within five minutes, he had processed a replacement under warranty for me. No asking me to turn it off and back on again, no trying with the battery but no SD card, now the SD card but no battery, now do it hopping on one foot and drinking backwards from a glass...
Nope. I just filled in a form with a delivery address, and that was it, done.
It shouldn't be the case where we are surprised by good customer service, but sadly we live in an age where it's certainly not a given. So, despite the fact that my camera has failed for what I consider no good reason, I feel the need to positively reinforce them for their exceptional customer care. On that note, I have not only filled in the "end of care questionnaire", but also sent an email to the company, and will wholeheartedly recommend them to whoever will listen. With me, when you give such great consideration to your customers, you win my loyalty. There are far too few companies who have done so!
I'm looking forward to receiving my shiny new replacement soon!
Sadly, the last day of our holiday, it stopped working, a mere 8 months after purchase. It wasn't totally dead, and following some of the instructions online gave me limited success; I could sometimes get it to turn on if it was connected to power without the SD card and battery in, but as soon as I replaced either one, it didn't work again.
Gagh!
It took me a little while to build up the energy to contact support, as I find it so draining to have conversations with people who are just going through a script; it takes so much of my time, and it winds me up.
Well, without going into every detail (for a change, for me!), I couldn't have been happier with their response. I described my problem, expecting to have to jump through hoops, but all that Reymond wanted was a picture of front and back, and a proof of purchase (luckily, I bought it on Amazon so that was easy) and within five minutes, he had processed a replacement under warranty for me. No asking me to turn it off and back on again, no trying with the battery but no SD card, now the SD card but no battery, now do it hopping on one foot and drinking backwards from a glass...
Nope. I just filled in a form with a delivery address, and that was it, done.
It shouldn't be the case where we are surprised by good customer service, but sadly we live in an age where it's certainly not a given. So, despite the fact that my camera has failed for what I consider no good reason, I feel the need to positively reinforce them for their exceptional customer care. On that note, I have not only filled in the "end of care questionnaire", but also sent an email to the company, and will wholeheartedly recommend them to whoever will listen. With me, when you give such great consideration to your customers, you win my loyalty. There are far too few companies who have done so!
I'm looking forward to receiving my shiny new replacement soon!
