GoPro

I have owned three GoPro cameras: Hero, Hero2, and Hero3+In all the time I've been using a GoPro, I've had only one problem, and that was due to a faulty memory cardI contacted technical support about the problem, and they responded via email with detailed, useful instructions that helped me diagnose the problem
I wrote this review because the other reviews on this site are all negative, and I felt that *somebody* had to speak up in favor of the company
Neither the camera nor the company are perfect; there isn't such a thingHowever, I differentiate between products/companies that seem to be doing a great job, and those that clearly don't give a hootGoPro is one of the former
You can judge for yourselfGo to some online retailers to look at reviews, ask your friends

Complaint: ***I am rejecting this response because:
The order was
Subtotal
$
Shipping 2-Day
$
Sales Tax
$
Order Total
$
My card was charged $
Sincerely,*** ***

Complaint: ***I am rejecting this response because: are there other options including their chat support and it's all the same they have a lack of customer serviceSincerely,*** ***

Initial Business Response /* (1000, 5, 2015/09/14) */
Hi,
Thanks for bringing this case to our attentionWe regret to hear about any delays and frustration caused during our warranty processIn reading over the Revdex.com case, the descriptions provided do reflect the level of service that we strive
to provide
A Supervisor has been notified of your case and is currently researching to understand what happened and what solutions we can provideThey will be reaching out to the customer shortly to try and resolve the situation promptly
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Replacement Herohas been receivedI will test the replacement camera and housing in the coming weeks, to ensure proper quality image and videoThe Supervisors responded very quickly after I placed the claim, and kept good communication with myselfThank you guys!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We're going to replace this customer's items lost amidst the warranty exchange The warehouse is preparing the items currently, and we'll provide the customer with a tracking number as soon as it's available

Initial Business Response /* (1000, 6, 2014/09/08) */
Hi ***,
We are truly sorry to hear of the troubles experienced with the camera
All GoPro products have a one year manufacturer's warranty which covers against manufactured defects within one year of the original purchase
dateYou indicated the camera was purchased one year and months ago from Best Buy
We try to help out as best we can in every situationAs the camera is well outside the one year warranty period, it is not something we are able to replaceAfter personally examining the camera, our support team did make an exception by offering our largest discount, 40% towards the purchase of a new cameraWhen you requested the camera be sent back to you, we did send it back
As the camera was purchased from another retailer, we unfortunately wouldn't be able to proceed with a refund as we do not have any transaction with you through which to refundThis must be done through the retailer
We are happy to continue to offer the 40% discount, and if you are interested, please reach out to us in the original support case
Initial Consumer Rebuttal /* (3000, 8, 2014/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
If you look at the attachments I have here, there is an email correspondence with the GoPro customer service in thereIt shows a 20% discount for the GoPro White edition ($and with 20% discount it would be $160)The 40% discount that you mention goes towards a HERO3+ Silver or HERO3+
Black Edition camera ($or $and after the discount $or $260)All of these options require me buying a brand new GoPro camera, and even though I am getting a 20% o 40% discount, depending on the camera I buy, it is still just as much money or even more than I first spent on the cameraI think the right thing to do would be to replace my camera, even though it is outside of the year warrantyGoPro clearly refuses to recognize that after the first year of use the GoPro cameras become defectiveJust look through the other Revdex.com complaints or anywhere online, I am not the only person that has faced this issueI would say either manufacture a higher quality product if you are going to charge that much for it, otherwise fix the known issues with the productI don't think spending $on a camera and getting less than uses out of it is reasonable whatsoeverThank you for selling me a defective productIf GoPro decides to right this wrong and offer a replacement Hero White Edition I would be more than willing to accept that
Final Business Response /* (4000, 10, 2014/09/12) */
Hi ***,
We do offer a year warranty against manufacturing defects as most if not all manufacturing faults would present themselves within the first year if not immediatelyAfter a year it can be difficult to determine the source of the fault as a manufacturing defect or caused by mishandlingIf an issue does arise during the first year, we are happy to warranty the camera as we can likely determine this could be a fault in manufacturing of that unit, however we must be notified that this did occur within the given time frameIn most cases when a customer contacts us, we are able to fix the issue with troubleshooting
Because you contacted us months past the warranty period, we are unable to replace the cameraDespite this, we are still trying to help out and offered a 40% discount to you, which is the largest discount we have availableWe are not obligated to offer a discount, but wanted to help you offset any previous costs if interested in purchasing another camera as a replacementPlease respond on the support case if you would like to take advantage of this order
Final Consumer Response /* (4200, 12, 2014/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I completely understand that I am over the warranty period, I bought it at the end of and it is now the middle of 2014, almost years I have owned the itemBut the point you are failing to address is that this is a known issue with the GoPro Hero It is documented online in many different places, your own website even gives a step-by-step on how to address the freezing issueBut the problem is that none of the things you suggest to fix the item, actually workNot even sending the item directly to GoPro fixes the issueIf this has been an issue with the item for some time, how come there was no fix for it? Is it because GoPro wanted to flush out the old defective items and bring in the newer GoPros? Yet people like myself are stuck with a defective item that we paid ~$for and got minimal use out ofI personally think it is a scam to force customers to continue to buy the newest version of the GoPro at a "discounted price" which is actually still an inflated priceHow about GoPro offers either a replacement for my old GoPro Hero White Edition, or I will buy one of the newer versions at the cost GoPro takes on to make the item (not the 40% discounted price)? Otherwise I think GoPro is just selling items they know will stop working ~year in order to maintain their businessI am not trying to take advantage of GoPro, or anyone for that matter, I just feel like a victim and would like to see policies and standards change not only for myself, but for others who have been affected and taken advantage of
I hope to see that the company makes the correct choices, and treat their customers with value, not just for their money

Complaint: ***I am rejecting this response because: I was not "demanding" anythingI told them it was the right thing to do since they sold a Dual Charger that states it will charge batteries in hours if using a wall chargerI used my phone wall adapter and it took over hoursThe manual says they don't recommend using a 3rd party wall charger and that if I want it to charge in hours I need a SuperchargerI told the agent that I just spent over $on a GoPro and accessories and couldn't afford anything else and since the Supercharger is required for the Dual charger to work it would be nice if they could do me a solid and send me oneIt's kind of a scam that they sell a Dual Charger saying it will charge batteries in hoursThen get home and find out they want you to spend another $to make it workAs far as demanding I demanding nothing however became frustrated when they kept saying there was nothing they could do and the different supervisors said they would call me back and never didIt wasn't until I wrote the letter to the Revdex.com that I got a responseAnd now they try to turn it into me being a difficult customerThat's pretty messed up! I want to know why their operator at the headquarters screens her phone calls and nobody there ever answersCould it be that GoPros customer service is so bad that they simply don't answer the phone to actually deal with customers problemsI bought a GoPro and had to exchange it after a couple days because it was randomly shutting off and getting hotHot like it was going to catch fireI got a new one and after having it plugged in for hours still not a full chargeI've read a bunch of reviews and people are saying the product doesn't work due to the firmware updateI am leaving for Australia in a couple days and they won't answer the phone so I can trouble shoot itThe customer service agents in the Philippines completely don't understand anything about the products and read all the info of the computerI can do , however it gets me no closer to getting a resolution and finding a fixSo far GoPro has had the worst customer service out of any company I have dealt with.*** ***

Complaint: ***I am rejecting this response because: Just like they said they are considered new units, but are not new units. I can understand if I had my gopro for several days, weeks, but it came broken out of a new box. I would expect it to be replaced with a new unit in the same exact manner a new one came. Also it should not have taken as many calls and problems to get it. Of Course your quick technical email is all your going to say. That is the type of business you run. Technical. Nothing personal about the customer.Sincerely,*** ***

Hi,
We regret to hear about any frustration this customer experienced. While several issues delayed the delivery of this replacement, a new camera replacement will be expedited.
A Supervisor has been notified of this case and will be reaching out to the customer
shortly.
Many Thanks,
GoPro Support

This customer's Karma drone and HEROBlack Camera are both being replaced under warranty

Initial Business Response /* (1000, 5, 2015/07/30) */
Hi,
Thanks for bringing this case to our attentionWe regret to hear about the issues experienced with the HEROcamera and want to do everything we can to help out in a timely fashion
Additionally we would like to apologize for any
delays in responding to your GoPro case via GoPro SupportOur Support Team has been working incredibly hard to keep up with customer inquiries and two recent product launches
A Supervisor has been made aware of this Revdex.com case and will be reaching out to try and resolve the issue
Many thanks,
GoPro Support

This customer's Karma was replaced according to the terms of his GoPro Care on 7/ It was delivered 7/

Complaint: ***I am rejecting this response because:the GoPro I recived came with no Instructions or and paper work about mount placementFurthermore the new GoPro I recived is still acting up not allowing me to get past stage two of twoI have tried all the SD cards recommended by GoPro and still have not been able to use a $cameraAs for the mounts yes it's the least you can doI would like curved mounts and a suction motorcycle mount as well as a replacement session if this one does not get fixed by calling customer serviceThis lack of customer support is the reason gopro is losing their following and Turning people to other companies. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2014/12/11) */
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
Initial Consumer Rebuttal /* (2000, 7, 2014/12/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
GoPro should update their system so that this kind of incident wouldn't happen to others

Again, my apologies for the extended wait time while trying to contact a support agent We do experience periods of high customer contact volume We're happy to address any concerns this customer might have via the contact channels available here:***, though we cannot make any promises regarding wait times for a specific customer
Alternatively, most customer issues can be addressed via the GoPro Support Hub *** or self-service articles (***) A large percentage of customer issues can be addressed via these resources

Initial Business Response /* (1000, 6, 2015/10/14) */
Hello,
We're sincerely sorry to hear about the troubles you've experienced regarding your refundWe strive to ensure all outstanding refunds are resolved as quickly as possible
A Senior Supervisor will be reaching out to you shortly
Please look for an email and work directly with them to resolve the issueThank you for your continued patience and understanding
Regards,
GoPro Support
Initial Consumer Rebuttal /* (3000, 8, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yesterday I was contacted by a supervisor named ***He assured me that I would be getting a full refundLater that day I was sent a refund receipt in the amount of $RMA XXXXXX for the refund of the cameraOn XX-they sent me the same type of refund form for $RMA XXXXXXI understand that it tales a while for my bank to credit my accountI am still waiting to receive acknowledgement that a refund for $will be applied to my credit card
I am waiting for a phone call from JeremyHe said he would contact me today
Thanks
*** M***
Final Business Response /* (4000, 10, 2015/10/19) */
Hello,
A Senior Supervisor has reached out and established what we're currently doing to address the situationEverything is set to go on our end in regards to the $refundWe encourage the customer to reach out directly to the Support Case if they aren't seeing the refund for some reason
Many thanks,
***
Supervisor, GoPro Support
Final Consumer Response /* (2000, 12, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have agreed to issue credit for the entire amount charged to my credit cardThey have everything backTime will tell if they live up to their promises

A support supervisor has been in contact with this customer regarding his issue On May **, our supervisor sent the following message:
Thank you for patiently waiting for my emailAs promised, I am reaching out to you again to present my suggested resolution after my review of the situationPlease see details of my proposal below :Upon review, we can not really locate the Handle that you mentioned was returned to us together with the harness and the stabilizer. I myself is a customer outside GoPro and this can be very frustrating situation, as a one time courtesy due to confusion in between the RMA instruction from the previous transaction prior to me getting the case, I will be sending a courtesy handle. Please bear in mind that as I send it to you the handle will not be covered by any kind of warranty upon your receipt. The extra casing you shared to me that you lost due to this situation is not to be part of the courtesy I am to conduct. I just need a confirmation coming from you on the items stated aboveOnce I get your thoughts and agree on what I have presented, I will move on and progress the resolution to close this case ASAP
The customer responded on May **, with the following:
"That's an acceptable solution. Thank you."
We've provided a replacement Karma grip, notified the customer about limitations in applying a warranty to that unit, and our inability to replace the case that was sent in The customer agreed that we'd found a workable resolution That courtesy replacement Karma Grip (handle) was delivered 5/**

Initial Business Response /* (1000, 5, 2014/06/02) */
Hi ***,
Very sorry to hear of any delays or hardships with our ordering process
We do try to get orders shipped out as quickly as possible to our customersAccordingly we state on our website when adding the item to the cart
"Usually ships within hours"In the checkout process, when entering your billing and shipping information, there is another statement posted as "Orders must be placed by 10:00AM PST for same -day shipping"
Your order was initially placed at 2:03PM PST, which wouldn't meet the same day shipping time frameWe needed to give you a call to verify an address on the order, to try uphold our hour shipping timeWe called and left a voicemail for you on the phone number listed in the Sales Order on the following morning 5/26/at 7:27AM PSTWe hadn't heard back yet, and left a followup voicemail on 5/28/at 12:PST on the same number
We did get a call back from you on 5/29/at 4:06PM PST, from the number provided in this Revdex.com case, which is different from the number listed in the Sales OrderAt which point the order was set to process through successfully, however a temporary inventory shortage delayed the order a dayWe then received your follow up call on 5/30/at 9:06AM PST
We received more inventory over the weekend, and have your order scheduled to ship out todayWe have asked a supervisor to oversee your support case and sales order, to ensure it is received before Father's day as initially intended
Our apologies for any miscommunications and trust your order will be received in time
Many Thanks
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2014/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/12/15) */
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