GoPro

We are currently reviewing this case and a Supervisor will be contacting the customer directlyThe camera is out of warranty, and we have offered our highest discount, but regardless, we will reach out to the customer to work towards a solution
Many
Thanks,
GoPro Support

Initial Business Response /* (1000, 5, 2014/12/16) */
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 /* (3000, 7, 2014/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If something wrong,you should deposit my money bank ASAP.its not happened and very bad resposne from representitive
Final Business Response /* (4000, 9, 2014/12/22) */
Hi ***,
I have spoken to our finance team and both PayPal refunds have been issued December 17th, Please see attached screenshotsIf you speak with PayPal, please reference the unique transactions ID's for confirmation
Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter
Regards,
GoPro Support
www.gopro.com/support
Final Consumer Response /* (4200, 11, 2014/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Gopro should adrdess properly and simple canceling order is not correct solutionFinally I have got my money from Paypal after daysthis is not accepatable

We've shipped this customer a replacement Karma Grip According to FedEx tracking, it's expected to be delivered tomorrow, 5/

Complaint: ***I am rejecting this response because: we received a receipt for the refund via email, but the money has not been credited to our account.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2014/07/14) */
Hi ***,
We're sincerely sorry to hear you've been experiencing these issues so far with your GoPro camerasOur main goal here is to ensure you have a working camera so you can get back out there and capture life's experiences!
A
Supervisor will be taking over your Support Case and following up with you shortly to be sure everything is resolvedThank you for your continued patience and understanding
Regards,
GoPro Support

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, *** ***

Initial Business Response /* (1000, 5, 2014/10/13) */
Mr*** first reached out to us regarding this issue on 5/4/His camera was no longer powering on after being used a few times and left unused for an extended period of timeOur last correspondence regarding this issue was on
5/12/in which we extended an offer of a 20% discount towards a new camera in exchange for his defective unit
We attempted basic troubleshooting steps via email and were able to get a response out of the camera, however it was still in a frozen state and inoperable
While the camera did receive minimal usage according to the customer, by the time the issue was brought to our attention the camera was no longer within its one year warranty period as per the customers explanation
We requested a copy of the purchase receipt to verify the warranty period and explore what options we had available, but the receipt was no longer in the customers possession, nor was a serial number provided
Without a purchase receipt available and the customer specifying that it had been longer than a year since purchase, we still strived to help out as best we could by offering a 20% discount towards the purchase of a new camera in exchange for his defective unit
The customer did not want to pursue this option citing a lack of confidence in the product based on his previous cameras usageWe aligned with the customer and addressed his concerns, restating that the discount was the best we could do in this situation, and were happy to move forward if and when he would likeWe have yet to hear back through the case over years laterThis complaint being the first communication since then
The 20% discount is still available at the customers convenienceThe issue and circumstance surrounding the camera does not warrant a replacement outside of the one year warranty period, a replacement at this point being out of the scope of our warranty policyAdditionally a refund for a camera that has long been discontinued, and not purchased through GoPro.com is unfortunately not an option
Initial Consumer Rebuttal /* (3000, 7, 2014/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been in contact with Go Pro, they have been cordial and friendly but offering a 20% discount on a faulty product is only to increase a saleA lame excuseA warranty should simply be a warrant to repair or replace a faulty productThen with a few minutes of research I find out that I am not alone
http://www.complaintsboard.com/complaints/gopro-cXXXXXX.html#cXXXXXXX
http://www.Revdex.com.org/greater-san-francisco/business-reviews/photographic-eq...⇄ /> http://www.***.com/complaints-reviews/gopro-lXXXXX.html
https://***.com/gopro/problems/common
http://www.***.com/complaints-reviews/***-lXXXXX.html
http://www.***.com/?search=go+pro
http://www.***/browse-reviews.html?query=***
http://hellopeter.com/gopro/complaints
http://www.***/
Final Business Response /* (4000, 9, 2014/10/20) */
Reopened case with customer in regards to Revdex.com complaint filedRevisited details and specifics of case as two years had transpired since original correspondence
When case was originally opened in May the camera was already outside its year warranty period from purchase date, as per customers acknowledgement
With the camera outside of its year warranty a discount was offered in exchange for the camera to try and assist with getting the customer back up and runningCustomer declined discount and stopped replying to case
With years since the case was opened having passed, the camera is now further out of warrantyAdditionally the camera has now been stolen, which is also not covered under warranty
The discount was still offered despite the camera no longer being available to send inA courtesy Mounting accessory was also offered in addition to the discount to try and add to any new camera bought
Customer declined both offers
A replacement/refund is not an available option due to the following factors:
The camera was no longer under warranty when the case was originally opened and even further out of warranty now
No receipt was available to verify original purchase or purchase date
Theft is not covered under our warranty
We have a day return policy for all orders bought through GoPro.comThe cameras purchase could not be verified and is long passed *** possibility for a refund
Final Consumer Response /* (4200, 11, 2014/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's a nice explination on their part and like offering me a mount for a camera that I don't have, I certainly can't use it plus a discount to buy another faulty camera is only in the interest of their bottom line
With their lengthy list of complaints, I see I am not the only dissatisfied customer and these are just the ones that took the time to officially complain
http://www.complaintsboard.com/complaints/gopro-cXXXXXX.html#cXXXXXXX
http://www.Revdex.com.org/greater-san-francisco/business-reviews/photographic-eq...⇄ /> http://www.***.com/complaints-reviews/gopro-lXXXXX.html
https://***.com/gopro/problems/common
http://www.complaintsboard.com/?search=go+pro
http://www.***.com/browse-reviews.html?***
http://hellopeter.com/gopro/complaints
http://www.***.org/
http://pointofviewcameras.com/gopro-customer-product-reviews.html?p=
http://www.Revdex.com.org/upstate-new-york/Business-Reviews/window-cleaning-equi...⇄ /> - 1/2/star reviews on Go Pro Helmut Hero
http://www.amazon.com/GoPro-CHDHH-001-HD-Helmet-Hero/product-reviews/***
- 1/2/star complaints on the Hero
http://www.amazon.com/GoPro-CHDHX-301-HERO3-Black-Edition/product-reviews/***
http://www.gopromotorsports.org/***
https://www.trustpilot.com/review/***
As you can see, I am just one of many dissatisfied customers so I will just continue my dispute on Facebook as the Revdex.com is locally and I get the word out on Face Book around the world to warn other consumers and eventually with enough complaints to the Federal Trade Commission may step inIt may take a few years but as I said, It's all about principleGo Pro is more interested in sales than customer service on their products and warranty

Initial Business Response /* (1000, 5, 2015/06/29) */
Hello,
We are sincerely sorry to hear about the issues you are experiencing with your GoPro camera! Our main goal here is to ensure we explore all possibilities to ensure you have a working camera where you can go on capturing life's
moments
We've referenced the existing Support Case you have with us and it appears we are moving to a resolutionThe Representative who you are working with is one of our Subject Matter Experts so you are in very capable handsPlease work with them to reach a resolutionThey will be reaching out again shortly
Best regards,
GoPro Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What does "moving to a resolution" mean when I haven't gotten any response for several daysI need to know how to fix my issue
I am not asking for a brand new cameraI will pay to have it fixed, but if it needs a complete replacement to fix itThere should be a discount of some kindOtherwise, these are disposable and that will be taken into account the next time I consider paying $and $for a disposable cameraI now see your new camera offers less, for the same price, AND you need a remote, or smart phone to operate, which makes them even MORE expensive- I just want my cameras to get fixed at a reasonable price, in a timely manner
Final Business Response /* (4000, 9, 2015/07/10) */
Hello,
We're currently working directly with this customer to reach a resolutionThere have been more variables introduced but we are moving forward with replacement and discountPlease do keep in mind we do not have any type of repair facility or program so this is not an option
The customer is currently checking to see if another camera is experiencing issues before ultimately following the process we've outlined
Regards,
GoPro Support

Initial Business Response /* (1000, 5, 2015/03/17) */
Hello,
We are sincerely sorry to hear you are just now running in to problems with your HEROBlack Edition camera! We certainly understand how frustrating this can beOur main goal is to ensure we help out as much as we can while
still remaining within our warranty policies
It does appear you fall outside of our year warranty period but we'll have a Senior Supervisor take over your Support Case to explore other optionsPlease look forward to another e-mail shortly and work with them directly to resolve the issue
Thank you for your continued patience and understanding!
Regards,
GoPro Support

Hello,
This customer was provided with RMA instructions and a return shipping label to take the next step with getting a replacement under warranty on 3/2/We do try to get back to customers within 24-hours and this service level was metWe can't compensate in the form of cash or a
cheque, but will offer a complimentary mount to use with the replacement camera as a form of compensationThis will be done through our ongoing case with the customer

Initial Business Response /* (1000, 5, 2014/12/16) */
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 /* (3000, 7, 2014/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A few issues with your responsewhy did two of my orders with the discount code go through? It's very odd that both orders that did go through did not include your premium product, rather accessories and an older model cameraThe only order that was stopped was your premium product, HeroBlack
My wife was told about this code by a GoPro sales rep when she called the numberI encourage to review the phone call
I do not accept your response and demand that my order be fulfilled or I will take legal action
GoPro is a public company and this behavior is unacceptableI can understand if none of my orders have go through but that is not the caseSelect orders did go through
I have never received an email order confirmation from a company and then had the order cancelled in this manorOnce I received the order confirmation, I told my family about the gift my nephew would be receiving
I will not rest until this is corrected
Final Business Response /* (4000, 9, 2014/12/19) */
Hi ***,
Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offerWithout having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributedThis 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 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 troubleshooting
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 /* (4200, 11, 2014/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As mentioned earlier, when I called your phone number, I was given the code by a GoPro employeeYour calls are recorded so I suggest you listen to them
It took a full days for you to cancel my order, in which time I had shared the gift with my family since I had an order confirmation from GoProNow I look like a fool to my family because GoPro screwed up
This is unacceptableIf the code was invalid, your employee should not have given it to meIf your code was invalid, your system should not have accepted it and sent me an order confirmationIf the code was invalid, it should not have taken days for you to cancel my order
What is GoPro doing to ensure this problem doesn't happen again? What discount code is GoPro going to give me as a makeup?

We do not have any support cases under the email, name, or phone number provided in this complaintIt is possible that someone else contacted us on his behalf, however, we will reach out to *** *** via email to begin a dialogue and get him helped out.
Best Regards,
GoPro
Support

Initial Business Response /* (1000, 5, 2014/11/05) */
Hi ***,
We're sorry to hear about your experience with your recent GoPro orderWe strive to make ordering as simple and convenient as possible, and definitely want to get this issue resolved for you as quickly as possible
I can
see that a Supervisor has just reached out to you regarding this issue and will work with you to find a resolution and get your order out to you
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (3000, 7, 2014/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
He contacted me by email once I would appreciate a phone call as exam hanging one email every hours is not the way to solves things, once I speak with a supervisor I will update the case here, I am appalled that it has taken over a week and still this hasn't been resolved
Final Business Response /* (4000, 10, 2014/11/07) */
Hi ***,
We're sorry to hear about the recent confusion surrounding your orderWe try to make the order process as simple as possibleIt looks like the order was initially held up because we needed to gather further details to process the orderAdditionally one of the items in the order was temporarily out of stock
A Supervisor has reached out to provide an update on the order and address the situationWe anticipate the order to ship promptly and should any questions come up he will be able to address them and provide immediate updates on the order as it processes
Our apologies for any inconvenience causedWe look forward to getting your order in your hands as quickly as possible
Many thanks,
GoPro Support
Final Consumer Response /* (4200, 12, 2014/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please ask Paulo the supervisor to get in touch with me just to make sure my last email was understood as I have not received a reply

This response from GoPro is unsatisfactoryI still have a product of theirs that a retailer in which they deal with only gives a consumer 15DAYS to make a proper return of an unused productThen that retailer is a billion dollar retailer working in conjunction with another billion dollar manufacturer to prevent the consumer from gaining a satisfactory outcome with regards to their associated product This is completely unsatisfactory and should not be allowed to take placeI guess it's only about a bottom lineNo concern for the purchaser
Complaint: ***I am rejecting this response because:Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/06/12) */
Hello,
We're sincerely sorry to hear about the issues you are experiencing with your HEROBlackOur main goal is to diagnose what may be going wrong and to replace the camera with a new fully tested unit if need be
A Supervisor
will be taking over your current Support Case and reaching out to you shortlyThey will ensure everything is taken care of in an efficient mannerPlease work with them from here on out
Thank you for your patience and understanding
Regards,
GoPro Support

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 /* (3000, 7, 2014/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I recieved a full sales receipt for My purchase and feel that the least b they v old have done was offer a discount as an apology for a future orderIt's the same as walking into a store and something has a price under it for dollars and you go to buy it and after they sell it they say sorry someone put it in the wrong place and you can't have itYou needs to pay dollarsIf they did b t wabtb t o honor thrn po rice th as t their site accepted they could have at least offered a coupon for a future orderAlso no where in the order did it was pending
Final Business Response /* (4000, 9, 2014/12/16) */
Hi ***,
Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offerWithout having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed
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
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

We've re-shipped this customer's replacement camera with a signature requirement

This customer's unit was replaced per the terms of GoPro's Warranty ***) The customer has indicated that the camera is fully functioning, and has been used successfully since receipt

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.
class=p2>A Supervisor has been notified of this case and will be reaching out to the customer shortly.
Many Thanks,
GoPro Support

Complaint: ***I am rejecting this response because:
Please see the attached
Sincerely,*** ***