Excellent customer service from GoPro

The night before an autocross, and I’m stoked for tomorrow, even if it rains (as forecasted). I got a replacement GoPro HD camera today in the mail.

For those of you who don’t know, I had a problem with my GoPro camera, which I use a LOT! I use it for autocross videos, and time lapse videos of working on the car. A few weeks ago I was working on the car doing a standard time lapse, but the camera freaked out. I came to find out that there was a bug in the camera software that would show up with time lapse mode after 10k (I think) photos were taken. It was a known bug though, and there was a firmware update for the camera to fix the bug.

So I applied the firmware update, but something during the process failed and the camera ended up “bricking” which basically means it wouldn’t work. You couldn’t power it on, you couldn’t use it, nothing, it was as useful as a brick. Since I got the camera for xmas it was still under warranty so I contacted GoPro about getting it fixed, while it took a bit of back and forth via email with their customer service reps, they provided me with an RMA number to send it in.

This was a couple of weeks ago, right before a 2 day autocross and right before we were heading out of town for vacation, so I didn’t get the camera mailed out until Tuesday of this week. On Thursday I got an email from them saying that they had a replacement camera ready to mail out, but I hadn’t included a return address. I replied with our address, and then on Friday I got an email saying it would go out. It is nice that we live about 15 miles from their headquarters because the camera showed up today via USPS.

I’m not positive that the firmware fix has been applied to this camera yet, but I’m going to leave it as is for now. I want to use it at the autocross tomorrow, so I don’t want to run the risk of bricking it again!

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