Letter to GoPro support.
Go Pro and their support issues.
When you contact the support team of a company what you're after is assistance. Sometimes this would be assistance with using their product or diagnosing a fault. Other times it could be to report a bug in their software. You put yourself in the hands of the companies skilled support staff and trust their knowledge that they know what they are talking about.
I have an example. I use a GoPro Hero 3+ Silver camera and I use GoPro's android software 'GoPro Quik' to control it. Most of the time I use it for setting the cameras time and date after a battery swap. This has worked perfectly well for many years.
Recently when I tried to connect the app to the camera the software errored. Later I contacted GoPro via their support chat on their website.
I clearly explained my issue:
John Lyndon (9/18/2023, 4:14:09 PM): Yeah sorry... that's it ---- Is this the first that the Quik app does not connect to your phone? Me (9/18/2023, 4:14:58 PM): Yes, previously the Quik app has connected to this camera. I tried to connect yesterday and that was the first time it failed. I tried again today and it still will not connect. John Lyndon (9/18/2023, 4:15:31 PM): I see. This is still the same phone? Me (9/18/2023, 4:16:03 PM): Yes, it is the same phone. It has worked for over a year on that phone and now it doesn't work. John Lyndon (9/18/2023, 4:16:45 PM): Ok. What are the troubleshooting steps you tried to solve this issue, before contacting us today? Me (9/18/2023, 4:17:02 PM): I have not tried any troubleshooting steps.
John confirmed my phone was up to date and asked me to uninstall/reinstall the app.
John Lyndon (9/18/2023, 4:21:25 PM): Thanks. Next, kindly uninstall then reinstall the Quik app. Once installed, don't open it right away. Just let me know once it is fully reinstalled.
After reinstalling the software and being slightly worried I couldn't remember the password for my camera I did remember it.
Me (9/18/2023, 4:54:51 PM): I found the password for my camera, the software still will not connect to it. Me (9/18/2023, 4:55:20 PM): It says "Something went wrong We're having trouble connecting to your GoPro. Try again later" John Lyndon (9/18/2023, 4:55:28 PM): Ok...may I also have the color and model of this camera? Me (9/18/2023, 4:55:55 PM): It's a GoPro Hero 3+ Silver John Lyndon (9/18/2023, 4:58:43 PM): Got it. Please expect next series of troubleshooting steps for this model after this chat to give you time to do it one at a time. Is this your email address nigel-gopro@spowage.info? Me (9/18/2023, 4:59:24 PM): That is my email address. Can you give me the trouble shooting steps now rather than sending them to my email ? John Lyndon (9/18/2023, 5:02:56 PM): I can, but it will take time because we talking about doing the steps, observing the camera 's behavior and outcome after doing each step. That's the reason why it is advisable to do it after the chat ends to give the camera the time it needs. Another thing for sure, if the issue persists and you need to chat us back, just give the Case number, the notes will be posted there to avoid yourself repeating the issue. Will that be fair enough? Me (9/18/2023, 5:03:31 PM): No, I would like to go through the trouble shooting steps with you now. John Lyndon (9/18/2023, 5:08:20 PM): I understand what you're requesting. I understand. Please expect the steps after the chat, it's a system generated email and it can only be sent after every chat session. I apologize if the system is limited from our end. Me (9/18/2023, 5:08:47 PM): Are you saying you won't give me the next troubleshooting steps ? John Lyndon (9/18/2023, 5:10:22 PM): I did not say that, the steps I am talking about is designed to be sent to the customer via email. I apologize if the system is limited in giving out more technical steps on chat, and it prefers to be sent via email for the detailed instructions. Me (9/18/2023, 5:11:12 PM): NO! you asked if I was okay with you sending the steps by email. I said no I would like them in chat. WHY DID YOU ASK A QUESTION WHEN THERE WAS NO OPTIONAL ANSWER? John Lyndon (9/18/2023, 5:15:12 PM): There is an option -- system will email the detailed step by step guide after the chat ends. Me (9/18/2023, 5:15:58 PM): That's a single option. You asked a yes or no question then said I could only choose yes. That's not how questions work John Lyndon (9/18/2023, 5:17:40 PM): I apologize...but the steps that are needed are system-generated. That is current limitation we have on this part of the procedure. Me (9/18/2023, 5:18:03 PM): Maybe you should rephrase how you explain this in the future. Me (9/18/2023, 5:18:17 PM): I will end this chat and expect the next steps in my email.
This was concerning that the agent couldn't send me a link to troubleshooting steps in the chat but their system would send it after the chat ended. This was frustrating because when the email arrived I followed the link and none of the troubleshooting steps were of any use. However, in the time that had passed the online chat had shutdown for the day. It felt like John just wanted me to end the chat so he could go home.
Later that evening I had a thought that the issue was an update to the GoPro Quik software and I could verify this by trying an older version. It used to work so unless my camera has suddenly become faulty it should still work.
I nipped over to apkmirror.com and downloaded Quik 11.23, 12, 12.01 and 12.02. Removing the latest version from the Google Play store from my phone and then sideloading v11.23 resulted in working software. It connected to the camera like it always had done.
I then tried v12 and onwards and all of them failed to connect to my camera.
I then tweeted the Twitter/X GoPro account to report this.
Two days later I received an email from GoPro support asking me to get in touch via their chat.
Me (9/20/2023, 5:36:21 PM): What is the next step ?
Mark (9/20/2023, 5:37:05 PM): Have you already done the Wi-Fi password reset to your camera?
Me (9/20/2023, 5:37:45 PM): Yes, though I don't see why that is relevant because Quik v11.23 works anyway.
Mark (9/20/2023, 5:38:08 PM): Oh, so you still remember the Wi-Fi password of your HERO3+ ?
Me (9/20/2023, 5:38:13 PM): YES
Mark (9/20/2023, 5:38:22 PM): That's odd. : /
Me (9/20/2023, 5:38:31 PM): I CAN CONNECT USING quik v11.23 I have said this multiple times.
Mark (9/20/2023, 5:39:23 PM): Alright. Thank you for confirming.
Mark (9/20/2023, 5:41:56 PM): Just to confirm, have you already tried removing the Bluetooth connection history of your camera to your phone?
Me (9/20/2023, 5:42:28 PM): Yes, and it makes no difference. I have also replicated this using a second phone.
Me (9/20/2023, 5:42:39 PM): It is a software bug that needs fixing by the app developers.
Mark (9/20/2023, 5:44:05 PM): Thank you for that information. It looks like all of the troubleshooting steps provided was already performed.
Me (9/20/2023, 5:44:29 PM): Yes, that's why I gave you the existing case ID.
Mark (9/20/2023, 5:46:06 PM): Let me go ahead and create a ticket and raise this again with our internal team to see if we still have a different fix for your problem.
Me (9/20/2023, 5:48:17 PM): I'm not sure what you mean by a "different fix". Using older software isn't a fix because my phone will automatically update it.
Mark (9/20/2023, 5:48:44 PM): I mean other troubleshooting steps.
Me (9/20/2023, 5:49:17 PM): I believe the fix is to make your software work. If one version works and a newer version doesn't it's clearly a bug in the newer version.
Mark (9/20/2023, 5:50:34 PM): I understand. Your issue will surely be raised to our app developers.
Mark (9/20/2023, 5:51:05 PM): Please expect an update from us within 24-48 hours with the update from our internal team.
So now it's perfectly clear that (1) it's an issue that doesn't happen on 11.23 but does happen on newer versions, and (2) I've replicated this on another phone.
Two days after that I get another email.
Hi Nigel,
We haven’t heard back from you in a few days, and wanted to follow up with you on case number 14020736. As we haven’t heard back, we aren’t sure if the issue is resolved or some more information may be needed from you.
If we do not receive any response within the next five days, we will consider your case to be closed and the issue resolved.
Weird, I'm waiting for *them*! I jump on chat and ask them yet again what is going on.
Mark Joseph (9/22/2023, 5:09:05 PM): Just to confirm, did you already tried using a different device which the Quik app is not updated yet?
Me (9/22/2023, 5:09:51 PM): I have tested on two devices. Both devices will connect using v11.23. Both devices don't connect using any newer version of the Quik app.
Me (9/22/2023, 5:10:10 PM): I specified all this two days ago.
Me (9/22/2023, 5:10:51 PM): You system send me an email saying you were waiting for information from me, but I'm waiting for you to sort the problem out.
Mark Joseph (9/22/2023, 5:12:38 PM): As per checking with the submitted ticket here in your case. Our internal team mentioned that "This is possibly due to your camera being one of our older one's. You may use you device with an older version of the Quik app that works with your camera.
Me (9/22/2023, 5:13:21 PM): Yes, and I answered that is correct, it works with v11.23 but not with anything newer
Me (9/22/2023, 5:13:34 PM): That's a big problem as phones will automatically update to the latest version.
Mark Joseph (9/22/2023, 5:13:42 PM): Got it.
Me (9/22/2023, 5:13:48 PM): Your latest version of the app is broken.
Me (9/22/2023, 5:14:30 PM): I reported that on Wednesday
Mark Joseph (9/22/2023, 5:15:09 PM): Yes, I fully understand where you coming from. I will submit a follow-up with our internal team about it.
That's a whole working week since I reported the issue and I feel like I'm having a small fight with a CMS that doesn't comprehend a ticket taking more than two days.
Four days after that (two working days because it spanned the weekend) the twitter team ping me.
So they've fixed it! The twitter team forwarded the issue to the developers of the app who replicated the issue and fixed it. I verified this and the new version of the app does work. Brilliant.
A day later I get the following email.
Hi Nigel,
Thanks for connecting with me. I hope I could resolve some of the issues you were having.
We already forwarded this to our Quik App expert.
Since this is one of our older cameras, it is possible that normal wear and tear is what's causing this issue. We tried all possible troubleshooting steps.
If the camera is within 24 months. We can process a warranty.
Please let us know if you need more assistance in this case. You may disregard this email if the issue had been taken cared of already. If we do not hear from you, we'll consider this case close and resolved.
Case: 14020736
If you have any further questions or concerns, we’ll be happy to help. You may always request a callback or chat us via https://gopro.com/help/Contact
Many thanks and have a great day,
Best Regards,
GoPro Support
http://gopro.com/support
ref:_00Do0HJuF._5008a2JfUbC:re
WHAT? How does one version of software working with it suggest it's wear and tear ?
It's suggesting to the less tech adapt user that buying a new camera will fix their issue when a day earlier the company had released a bug fixed version of the software. Not only does this feel like a scam to get users to buy new hardware but it's also sending perfectly good electronics to landfill.
"Please let us know if you need more assistance in this case. You may disregard this email if the issue had been taken cared of already. If we do not hear from you, we'll consider this case close and resolved."
They don't appear to have contacted the app developers who know this is now fixed, but they expect me to keep messaging them to try to get to the bottom of this.
If you work for GoPro and can forward this to someone with the power to fix their support helpdesk then please do so. This shows at best the ineptness of the chat support compared to the Twitter/X staff, and at worst it shows GoPro suggesting that perfectly functional old hardware can be blamed for being broken when it clearly isn't.
I have an example. I use a GoPro Hero 3+ Silver camera and I use GoPro's android software 'GoPro Quik' to control it. Most of the time I use it for setting the cameras time and date after a battery swap. This has worked perfectly well for many years.
Recently when I tried to connect the app to the camera the software errored. Later I contacted GoPro via their support chat on their website.
I clearly explained my issue:
John Lyndon (9/18/2023, 4:14:09 PM): Yeah sorry... that's it ---- Is this the first that the Quik app does not connect to your phone?
Me (9/18/2023, 4:14:58 PM): Yes, previously the Quik app has connected to this camera. I tried to connect yesterday and that was the first time it failed. I tried again today and it still will not connect.
John Lyndon (9/18/2023, 4:15:31 PM): I see. This is still the same phone?
Me (9/18/2023, 4:16:03 PM): Yes, it is the same phone. It has worked for over a year on that phone and now it doesn't work.
John Lyndon (9/18/2023, 4:16:45 PM): Ok. What are the troubleshooting steps you tried to solve this issue, before contacting us today?
Me (9/18/2023, 4:17:02 PM): I have not tried any troubleshooting steps.
John confirmed my phone was up to date and asked me to uninstall/reinstall the app.
John Lyndon (9/18/2023, 4:21:25 PM): Thanks. Next, kindly uninstall then reinstall the Quik app. Once installed, don't open it right away. Just let me know once it is fully reinstalled.
After reinstalling the software and being slightly worried I couldn't remember the password for my camera I did remember it.
Me (9/18/2023, 4:54:51 PM): I found the password for my camera, the software still will not connect to it.
Me (9/18/2023, 4:55:20 PM): It says "Something went wrong We're having trouble connecting to your GoPro. Try again later"
John Lyndon (9/18/2023, 4:55:28 PM): Ok...may I also have the color and model of this camera?
Me (9/18/2023, 4:55:55 PM): It's a GoPro Hero 3+ Silver
John Lyndon (9/18/2023, 4:58:43 PM): Got it. Please expect next series of troubleshooting steps for this model after this chat to give you time to do it one at a time. Is this your email address nigel-gopro@spowage.info?
Me (9/18/2023, 4:59:24 PM): That is my email address. Can you give me the trouble shooting steps now rather than sending them to my email ?
John Lyndon (9/18/2023, 5:02:56 PM): I can, but it will take time because we talking about doing the steps, observing the camera 's behavior and outcome after doing each step. That's the reason why it is advisable to do it after the chat ends to give the camera the time it needs. Another thing for sure, if the issue persists and you need to chat us back, just give the Case number, the notes will be posted there to avoid yourself repeating the issue. Will that be fair enough?
Me (9/18/2023, 5:03:31 PM): No, I would like to go through the trouble shooting steps with you now.
John Lyndon (9/18/2023, 5:08:20 PM): I understand what you're requesting. I understand. Please expect the steps after the chat, it's a system generated email and it can only be sent after every chat session. I apologize if the system is limited from our end.
Me (9/18/2023, 5:08:47 PM): Are you saying you won't give me the next troubleshooting steps ?
John Lyndon (9/18/2023, 5:10:22 PM): I did not say that, the steps I am talking about is designed to be sent to the customer via email. I apologize if the system is limited in giving out more technical steps on chat, and it prefers to be sent via email for the detailed instructions.
Me (9/18/2023, 5:11:12 PM): NO! you asked if I was okay with you sending the steps by email. I said no I would like them in chat. WHY DID YOU ASK A QUESTION WHEN THERE WAS NO OPTIONAL ANSWER?
John Lyndon (9/18/2023, 5:15:12 PM): There is an option -- system will email the detailed step by step guide after the chat ends.
Me (9/18/2023, 5:15:58 PM): That's a single option. You asked a yes or no question then said I could only choose yes. That's not how questions work
John Lyndon (9/18/2023, 5:17:40 PM): I apologize...but the steps that are needed are system-generated. That is current limitation we have on this part of the procedure.
Me (9/18/2023, 5:18:03 PM): Maybe you should rephrase how you explain this in the future.
Me (9/18/2023, 5:18:17 PM): I will end this chat and expect the next steps in my email.
This was concerning that the agent couldn't send me a link to troubleshooting steps in the chat but their system would send it after the chat ended. This was frustrating because when the email arrived I followed the link and none of the troubleshooting steps were of any use. However, in the time that had passed the online chat had shutdown for the day. It felt like John just wanted me to end the chat so he could go home.
Later that evening I had a thought that the issue was an update to the GoPro Quik software and I could verify this by trying an older version. It used to work so unless my camera has suddenly become faulty it should still work.
I nipped over to apkmirror.com and downloaded Quik 11.23, 12, 12.01 and 12.02. Removing the latest version from the Google Play store from my phone and then sideloading v11.23 resulted in working software. It connected to the camera like it always had done.
This was concerning that the agent couldn't send me a link to troubleshooting steps in the chat but their system would send it after the chat ended. This was frustrating because when the email arrived I followed the link and none of the troubleshooting steps were of any use. However, in the time that had passed the online chat had shutdown for the day. It felt like John just wanted me to end the chat so he could go home.
Later that evening I had a thought that the issue was an update to the GoPro Quik software and I could verify this by trying an older version. It used to work so unless my camera has suddenly become faulty it should still work.
I nipped over to apkmirror.com and downloaded Quik 11.23, 12, 12.01 and 12.02. Removing the latest version from the Google Play store from my phone and then sideloading v11.23 resulted in working software. It connected to the camera like it always had done.
I then tried v12 and onwards and all of them failed to connect to my camera.
I then tweeted the Twitter/X GoPro account to report this.
Two days later I received an email from GoPro support asking me to get in touch via their chat.
Me (9/20/2023, 5:36:21 PM): What is the next step ? Mark (9/20/2023, 5:37:05 PM): Have you already done the Wi-Fi password reset to your camera? Me (9/20/2023, 5:37:45 PM): Yes, though I don't see why that is relevant because Quik v11.23 works anyway. Mark (9/20/2023, 5:38:08 PM): Oh, so you still remember the Wi-Fi password of your HERO3+ ? Me (9/20/2023, 5:38:13 PM): YES Mark (9/20/2023, 5:38:22 PM): That's odd. : / Me (9/20/2023, 5:38:31 PM): I CAN CONNECT USING quik v11.23 I have said this multiple times. Mark (9/20/2023, 5:39:23 PM): Alright. Thank you for confirming. Mark (9/20/2023, 5:41:56 PM): Just to confirm, have you already tried removing the Bluetooth connection history of your camera to your phone? Me (9/20/2023, 5:42:28 PM): Yes, and it makes no difference. I have also replicated this using a second phone. Me (9/20/2023, 5:42:39 PM): It is a software bug that needs fixing by the app developers. Mark (9/20/2023, 5:44:05 PM): Thank you for that information. It looks like all of the troubleshooting steps provided was already performed. Me (9/20/2023, 5:44:29 PM): Yes, that's why I gave you the existing case ID. Mark (9/20/2023, 5:46:06 PM): Let me go ahead and create a ticket and raise this again with our internal team to see if we still have a different fix for your problem. Me (9/20/2023, 5:48:17 PM): I'm not sure what you mean by a "different fix". Using older software isn't a fix because my phone will automatically update it. Mark (9/20/2023, 5:48:44 PM): I mean other troubleshooting steps. Me (9/20/2023, 5:49:17 PM): I believe the fix is to make your software work. If one version works and a newer version doesn't it's clearly a bug in the newer version. Mark (9/20/2023, 5:50:34 PM): I understand. Your issue will surely be raised to our app developers. Mark (9/20/2023, 5:51:05 PM): Please expect an update from us within 24-48 hours with the update from our internal team.
So now it's perfectly clear that (1) it's an issue that doesn't happen on 11.23 but does happen on newer versions, and (2) I've replicated this on another phone.
Two days after that I get another email.
Hi Nigel,
We haven’t heard back from you in a few days, and wanted to follow up with you on case number 14020736. As we haven’t heard back, we aren’t sure if the issue is resolved or some more information may be needed from you.
If we do not receive any response within the next five days, we will consider your case to be closed and the issue resolved.
Weird, I'm waiting for *them*! I jump on chat and ask them yet again what is going on.
Mark Joseph (9/22/2023, 5:09:05 PM): Just to confirm, did you already tried using a different device which the Quik app is not updated yet? Me (9/22/2023, 5:09:51 PM): I have tested on two devices. Both devices will connect using v11.23. Both devices don't connect using any newer version of the Quik app. Me (9/22/2023, 5:10:10 PM): I specified all this two days ago. Me (9/22/2023, 5:10:51 PM): You system send me an email saying you were waiting for information from me, but I'm waiting for you to sort the problem out. Mark Joseph (9/22/2023, 5:12:38 PM): As per checking with the submitted ticket here in your case. Our internal team mentioned that "This is possibly due to your camera being one of our older one's. You may use you device with an older version of the Quik app that works with your camera. Me (9/22/2023, 5:13:21 PM): Yes, and I answered that is correct, it works with v11.23 but not with anything newer Me (9/22/2023, 5:13:34 PM): That's a big problem as phones will automatically update to the latest version. Mark Joseph (9/22/2023, 5:13:42 PM): Got it. Me (9/22/2023, 5:13:48 PM): Your latest version of the app is broken. Me (9/22/2023, 5:14:30 PM): I reported that on Wednesday Mark Joseph (9/22/2023, 5:15:09 PM): Yes, I fully understand where you coming from. I will submit a follow-up with our internal team about it.That's a whole working week since I reported the issue and I feel like I'm having a small fight with a CMS that doesn't comprehend a ticket taking more than two days. Four days after that (two working days because it spanned the weekend) the twitter team ping me.So they've fixed it! The twitter team forwarded the issue to the developers of the app who replicated the issue and fixed it. I verified this and the new version of the app does work. Brilliant. A day later I get the following email. Hi Nigel,
Thanks for connecting with me. I hope I could resolve some of the issues you were having.
We already forwarded this to our Quik App expert.
Since this is one of our older cameras, it is possible that normal wear and tear is what's causing this issue. We tried all possible troubleshooting steps.
If the camera is within 24 months. We can process a warranty.
Please let us know if you need more assistance in this case. You may disregard this email if the issue had been taken cared of already. If we do not hear from you, we'll consider this case close and resolved.
Case: 14020736
If you have any further questions or concerns, we’ll be happy to help. You may always request a callback or chat us via https://gopro.com/help/ContactUs
Many thanks and have a great day,
Best Regards,
GoPro Support
http://gopro.com/support
ref:_00Do0HJuF._5008a2JfUbC:ref I feel there are two huge issues with this. "If the camera is within 24 months"I have repeatedly mentioned this is a Hero 3+ Silver, a camera from 2013. They should know this and not ask such a dumb question."it is possible that normal wear and tear is what's causing this issue"They don't appear to have contacted the app developers who know this is now fixed, but they expect me to keep messaging them to try to get to the bottom of this. If you work for GoPro and can forward this to someone with the power to fix their support helpdesk then please do so. This shows at best the ineptness of the chat support compared to the Twitter/X staff, and at worst it shows GoPro suggesting that perfectly functional old hardware can be blamed for being broken when it clearly isn't.
WHAT? How does one version of software working with it suggest it's wear and tear ?
It's suggesting to the less tech adapt user that buying a new camera will fix their issue when a day earlier the company had released a bug fixed version of the software. Not only does this feel like a scam to get users to buy new hardware but it's also sending perfectly good electronics to landfill. "Please let us know if you need more assistance in this case. You may disregard this email if the issue had been taken cared of already. If we do not hear from you, we'll consider this case close and resolved."
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