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GoPro Reviews (532)

Complaint: [redacted] I am rejecting this response because: Business has contacted via email me with instructions that do not correspond to my initial issue(s)They "claim" that it took them several weeks to contact me due to incorrect "email capture" Seems very disingenuous since I've left my phone number with their customer service department with a request that someone in management contact me (as their "technician" seemed at a loss to even understand my concern and, then, failed to send me a "fix" via email as per her promise) They also have ALL of my contact information (or should) since I also registered on their web site I don't think these are bad people - but, it's so painfully obvious, that they can't or won't invest in $ to hire a proper customer service departmentIt's been a nightmare dealing with this technical issueA phone call from upper management would be helpfulBut, who am I kidding, that's never going to happen.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ Hi ***, We are sorry for any inconvenience caused by the cancellation of this orderOur order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount codeThe code used, is provided on a case by case basisWe provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshootingThe code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support caseThis customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the codeAccordingly the order was cancelled A customer sold this code on eBay, and it was then distributed throughout the InternetIt was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com"To prevent additional unauthorized uses, the code has been deactivated We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen codeWe were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cardsNo funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been releasedThe release of the authorization can take between 3-business days, depending on the bank and payment method Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matterThis is simply not something we can honor for the reasons outlined aboveIf the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this Revdex.com case Regards, GoPro Support www.gopro.com/support

First and foremost, apologies for the frustration here; there should not have been this much difficulty in obtaining a refund A supervisor contacted this customer on Aug to process a complete refund in the amount of $ Typically these refunds are posted in 3-business days, depending on the speed with which the refund is processed and posted by the customer's bank I'd expect to see the refund reflected in the customer's account this week

The customer did not receive a refurbished unit Warranty replacement units do not come in traditional retail packaging, as they aren't units intended for resale, and don't include many of the small accessories that came with the originally purchased camera (typically the customer retains these items and trades out only the faulty item) This was last explained to the customer when he called in on ***This is in line with GoPro's warranty policy, found here: [redacted] Per the policy: "GoPro products and accessories are guaranteed against manufacturing defects one (1) year from the original date of purchaseGoPro's sole obligation in the event of such defects during this period is to repair or replace the defective part or product with a comparable part or product at GoPro's sole discretion."

We cannot provide a refund for items that were not purchased at gopro.com We can certainly arrange to have replacement adhesive mounts sent to the customer as a courtesy Unfortunately, however, we cannot provide compensation for the damage resulting from applying the mount to a motorcycle helmet Per the GoPro Warranty policy [redacted] , "In no event shall GoPro be liable for incidental or consequential damages relating to or resulting from the use of this product or any of its parts." GoPro cannot guarantee the safe removal of adhesive mounts from every conceivable surface; ultimately it is the customer who must verify that a particular mounting location is appropriate, and that any potential damage from the removal of an industrial strength adhesive in that location is acceptable

Complaint: [redacted] I am rejecting this response because they suck and have no classThese guys make it impossible to contact themI don't have the luxury of answering my phone in the middle of a work dayWhen this [redacted] left a message, he didn't leave a call back extensionThe number he left was the customer service lineEverytime I call, it's a minute waitMinimum*** these guysThis piece a [redacted] drone is their hail Mary attempt at staying in business a few more yearsI'll just buy another one Sincerely, [redacted]

very badthey canceled my order without because of their coupon code

The customer's desired settlement is, "They need to be shut down until they hire a customer service department" GoPro's customer support department is staffed by agents who work diligently to provide the best possible support to our customers day in and day out Contact channels have been clearly outlined in previous responses We're happy to assist via those channels for any needs which may arise

Initial Business Response / [redacted] (1000, 8, 2016/01/13) */ Hi [redacted] , We're sincerely sorry to hear that you've had ongoing issues with your HERO3+ Black Edition camera for some time nowIn looking at your Support Cases it also appears we haven't done our best to provide an acceptable resolution and for that we sincerely apologize A Supervisor will be taking over your most recent Support Case and reach out to you shortlyPlease look for another email in the coming hourWe look forward to finding a resolution that works for both parties Many thanks, GoPro Support Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) GoPro has contacted me via email and said they will be sending me a replacement of my cameraI have not received it yet but am hopeful that they will send me a new one

Complaint: [redacted] I am rejecting this response because: I do not understand how they held the camera for over weeks Three weeks to find a replacement camera is unacceptable business practice.The camera At this point in time Has got to be acceptable, as I do not believe it gets any better The noise has been reduced to a 1/ I have posted the video on the community forum, we will see what the community thinks of the sound quality I for one, know you can't do any better.In the e-mail, We had discussed a complementary mount, to offset the price out of pocket to ship it back (again), Perhaps the mount is in the mail, as this point in time I see now such mount.The replacement cameras, have general come with a battery, Had the camera not come with a battery it would have been disappointing however it was not a sure thing Not coming back with the mount or the battery is simply salt in the wound.They received my camera august 13, I received the replacement September 1'st.I also take specific note, of the number of posts I see re: helicopter noise, and how poorly it is being dealt with, the number people one camera or 4, and the number of people still struggling with the defective productCustomer support is still trying to deny the situation.WEEKS after I sent the camera in they asked me for ANOTHER sample video They already had my cameraThey then tried to verify the conditions of the sample.It is not complicated If the WIFI is turned on, the camera records a ticking noiseIf the WIFI is turned off the noise disappears There is no need to request multiple samples [redacted] as the big name company, I expected more.The noise is nearly gone, and likely as good as it will get Later I will be forced to "DIY" fix the $camera at home.The videos of the three sources are [redacted] First camera OH MY GOD 8/[redacted] 2nd camera 4/[redacted] 3rd camera 1/10The camera is of acceptable condition The file was opened June 24th, it is now September 1stI had expected the complementary mount that was agreed upon, and had hoped for the spare battery that comes with most cameras I got NEITHER.History of the event is here [redacted] their staff is still playing dumb with everyone having the same problemSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The warranty in effect at the time of purchase (December 2016) and at the time of filing the internal claim in Go Pro in May did not specifically exclude water damageSee exhibit 1, Warranty document attached hereto I have several communications with goPro in which they alleged that the warranty specifically excluded water damage I requested that such document be sent to me because the warranty documents I had been provided by goPro did not contain such exclusion See email attached hereto as Exhibit After I kept insisting on obtaining the warranty which contained the exclusion for water damage, on May 23, 2017, GoPro admitted that they did not have documents which contain such exclusion to the one year warranty See email form GoPro attached hereto as Exhibit Thus, it is quite disingenuous of this business to refer the bureau to what appears to be a newly created document which provides for such exclusion, ans which was not in effect at the time of purchase Should GoPro not resolve this matter in this forum, I shall go before the local administrative agencies against GoPro and [redacted] for selling merchandise under pretenses with respect to warranties Sincerely, [redacted]

Initial Business Response / [redacted] (4000, 13, 2016/04/05) */ Hi, We regret to hear about your disappointing experience with our GoPro cameras and Customer support case, and especially that you are having trouble with the replacement camera as well A Supervisor in GoPro Support has been updated about this case, and will be reaching out shortly to make sure we have you up and running with a working camera as quickly as possible Many thanks, GoPro Support Initial Consumer Rebuttal / [redacted] (2000, 15, 2016/04/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agreed to send back the replacement camera that was sent to me for them to trouble shoot the problemsBut I am not holding mu breath that I will get a working camera backBut I will play their game "AGAIN"

Complaint: [redacted] I am rejecting this response because:After speaking with my attorney and carefully reviewing Gopro's Trade up policy in connection with what was previously told to me by representatives prior to sending back the original Hero I don't feel comfortable with placing a second order for another Hero based on loosely saying what the process will involve nowIf what they claim is true, please put it in writing and email it to the address you have on fileFrom whats being told to me by my attorney the policy for the trade up is skewed at best as it mainly benefits GoPro and not the consumerThe policy appears to be sketchyWith that said, I will attempt to resolve this matter quicklyYou have up to hours to email me with what exactly will happen if/when I decide to purchase a Hero and list any discounts that will be appliedPlease ensure it contains the senders contact information for accountabilityNote: no further correspondence will be sent to the Revdex.com after the hour period has lapsed, and we will move directly to the litigation process Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/01/05) */ Hi ***, We are sincerely sorry to hear you are experiencing these issues with your HERO3+ Silver Edition camera! Our main goal is to get you up and running with a new camera as quickly as possible Typically we are very strict in regards to the one year warranty period but we do treat every case on a case to case basisWe'll have a Supervisor look over your case and reply shortlyThey will ensure everything is handled from here on out! Thank you for your continued patience and understanding Many thanks, GoPro Support

A system error appears to have kept this refund in a pending state for some time We've processed the refund, and it should be refunded to the customer within the timeframe specified by the customer's bank We've reached out to the customer to communicate this as well

We are in the process of replacing this customer's cameraWe have also provided multiple courtesy mounts since this is the 2nd time we have to replace the cameraThe replacement cameras are new and tested units to ensure full functionalityThey are packed in a smaller box, not retail packaging, since all we need to replace is the camera itselfWe will continue to work with this customer and we will make sure to monitor his most recent RMA so that it gets completed quickly Regards, GoPro Support

Complaint: [redacted] I am rejecting this response because: it's on goingThey still have wait times of three hoursSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ Hi, We're sorry to hear about the miscommunication regarding your GoPro camera replacementReviewing your case with GoPro Support we see that after troubleshooting we did offer to exchange your camera under warranty and sent you an email on 4/3/requesting information necessary to begin the replacement processWe did not receive a reply from you after that email was sentIt seems the email might have gone into a spam folder and you might not of seen itWe would be happy to help complete the warranty processPlease reply to the last email you received from GoPro Support when you get a chanceAdditionally, we will have a Supervisor from GoPro Support reach out to you shortly Many Thanks, GoPro Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) The offer was all I was asking forAnd I thank Revdex.com for helping me resovlve this issue

Our sincere apologies - it appears this customer's email was captured incorrectly, and so follemails were directed to the wrong email address We'll be reaching out to the correct email address to assist this customer

Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ Hi [redacted] , We are sorry for any inconvenience caused by the cancellation of this orderOur order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount codeThe code used, is provided on a case by case basisWe provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshootingThe code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support caseThis customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the codeAccordingly the order was cancelled A customer sold this code on eBay, and it was then distributed throughout the InternetIt was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com"To prevent additional unauthorized uses, the code has been deactivated We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen codeWe were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cardsNo funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been releasedThe release of the authorization can take between 3-business days, depending on the bank and payment method Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matterThis is simply not something we can honor for the reasons outlined aboveIf the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this Revdex.com case Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reasons that you have outlined does not justify some of the things the company has been doing with regard to this "40% off security breach" You didn't answer my question as to WHY certain items such as GoPro Hero3s and accessories have been shipped out and received by people with this code (who have ordered on the exact same date when this code was unleashed to the masses)It is UNFAIR to acknowledge the code with regard to other products but not acknowledge everyone else's orders especially if you claim that all orders have been/will be cancelled who have used the code Secondly, this is an unjust cancellationAs I have said before, I have not seen ANY notes on your site regarding sudden cancellations of this caliber I am not concerned with how the code came about or what its intended use was; this was a design flaw and certainly your faultI am, however, concerned with the company's wishy-washinessIt is rather SHADY to send out discounted accessories (but not Hero4s) to people who have used the discount codeIt is your duty to prevent "theft" but what do you call that? Besides, no one stole anything hereNone of the hundreds of thousands of potential customers who have used this 40% off code knew anything about it or where it came from, so we aren't the thieves hereWe shouldn't have to be punished for such a flaw in design and for one person's distribution of the code (and to be honest, no one wonders about where these things come from on the netwe just want a discount on everything) Also, you claim that it takes XYZ business days for pending charges to disappear on people's CC and Paypal Credit and they've yet to disappearI am wondering what's taking so longAnd I am assuming that it's some shady-business All in all, I don't get what you guys are trying to achieve hereIf you wanted to cancel orders, cancel them allBut you didn't apparently on accessories and so forth in which the 40% off code was used, so why not be fair and let everyone have their ordered items? Final Business Response / [redacted] (4000, 9, 2014/12/16) */ Hi [redacted] , We offer this discount to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshootingThis was not an issue regarding a security breachThis discount code is not a sale, or a promotionIt is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the codeAt the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to billIf no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelledAny pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider We were trying to review many orders as quickly as possibleDue to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off timeWe are allowing customers to keep any orders that did ship out, as we did collect paymentIf you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matterThis is simply not something we can honor for the reasons outlined above Regards, GoPro Support www.gopro.com/support Final Consumer Response / [redacted] (4200, 11, 2014/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi GoPro Support Team, My issue is a matter of fairnessIt is not my fault that some items shipped out, while others didn'tI simply wanted my items just as my friends received some of theirsI don't care about "why" and "how"I know all of that and you continue to repeat what allegedly happened (i.ethe security breach) Additionally, you never did explain to me cancellation policies (not present on your website)That's unfair to customers as wellIf it isn't present, we shouldn't have to have our items cancelled I don't think as a company, you have handled this matter very wellFor one, you created such a code in the first place, you sent GoPro Hero 3s out (an older version) to people who have used the code, you've cancelled Hero orders, you have no cancellation policies on your website (or at least if you've recently added it, you didn't have any), you kept pending charges on credit cards for over three weeks, and you have refused to own up to or acknowledge any of this in a way that is fair to all potential customers who have used the codeThese, in my opinion, are bad business decisionsCustomer experience and user experience should be on the forefront of a company such as yoursAnd as someone who wanted to afford to jump on the GoPro bandwagon, I am honestly appalled by the poor business decisions you have made with regard to this percent off code and its usageIf you couldn't have cancelled them all, you shouldn't have cancelled anyIt's incredibly unfairIt would seem that you are stubbornly unwilling to acknowledge the code for GoPro Hero 4sThat is mainly why I am upsetBecause while the people that I know had their GoPro Hero 3s for Christmas by using the same code, I had nothing but a pending charge on my credit card

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