GOPRO technique support experience

GOPRO Hero Silver 4 experiences:

10.13.2014: purchased through amazon.com
(tested it several times and had no problem)

12.26.2014-1.9.2015: freezing issues during oversea trip

1.24.2015: filed a technical support on GOPRO official web page

1.28.2015: GOPRO replied suspecting a faulty camera

1.29.2015: GOPRO issued a return authorization for a replacement

1.31.2015: sent it back through FEDEX to GOPRO

2.11.2015: still waiting for a replacement order
2.19.2015: GOPRO emailed to notify a replacement shipment has been arranged
2.24.2015: received the replacement
2.25.2015: tested it, everything seems fine so far, at least, I am able to play it on every function without freezing at this moment. keep testing.
many months afterward, have used GOPRO a few good times and it has not disappointed me. Feel great. Hope it lasts long time!

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1.28.2015:
From: support@gopro.com
Subject: RE: Your GoPro Support Inquiry: Case#

Hi ,

Unfortunately it sounds like there could be a fault with the camera, and we'll need to begin the process of getting you a replacement under warranty.  To get the process started, can you please reply to this e-mail with a photo/scan of your purchase receipt to show you are within the warranty period, the camera's 14 or 15 digit serial number located on the silver or white sticker in the battery compartment (HERO camera SNs are located on the back of the camera) , and also follow the below link to enter your return shipping info for the replacement:

Address Verification

Additionally, please reply back with your return shipping address in the body of your email in the following format:

• Name
• Street Address
• City
• State or Province
• Postal code
• Country 
• Phone number

Once we hear back and verify that you are within the warranty period, we'll be able to provide you with an 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.

If the camera was purchased from a local authorized retailer, you may be able to exchange your camera at the retailer for a faster turn around.  You can contact the distributor for your region here: www.gopro.com/international-distributors/

Many Thanks,

GoPro Support
http://gopro.com/support



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1.24.2015: filed a technical support on GOPRO official web

my hero4 silver keeps freezing. now it even freezes only 1-2 seconds after turned on video mode. I am unable to proceed because it freezes. A few luck times I've tried to go further to setting mode and wanted to test the photo shooting but I cannot even go into setting because it locks up before entering the setting menu. With or without sd card, it freezes.

I have updated the software to the latest version in late December last year.

I bought it on amazon.com on 13.Oct. 2014 and tested it with sandisk ultra 64gb card a few times at home until the battery was low and there was never any freezing. I brought it to travel in Cambodia and Thailand in late Dec/early Jan this year, the first 2 days were fine and then it began to freeze, even switched to use LEXAR 633 card it froze too. The lens and the body got  very hot easily even only 10-15 mins after it's turned on. I also experienced the 'fake recording' as the recording indicator light was still on and the minutes on screen went on but it actually had stopped recording. Of a >30 mins shown on the screen I only read a few seconds video when I imported the files.

Reset camera, re-formatting sd cards, re-update software all fail to help.

As the 1st time go pro user, please advise and kindly provide a replacement for ultimate solution.. I just really want to enjoy it as how others enjoy it.