GoPro

Initial Business Response /* (1000, 5, 2014/12/26) */
Hi ***,
Thank you for bringing this issue to our attentionWe apologize for any frustration with your GoPro camera and want to make sure we get you back up and running
We could not find a previous case based on the contact
information provided to Revdex.com, but a Supervisor has been made aware of the issue and will reaching out to you promptly
If the previous troubleshooting that we provided did not work, we are always happy to continue the case and work with you towards getting your camera replaced
Our apologies for any inconvenience caused, a Supervisor will be reaching out to your shortly
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (3000, 7, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I have received the GoPro as a Gift from my husband I do have case numbers (those cases are under his name) : on 9/1/case #XXXXXXX and on 12/23/case # XXXXXXXX We have try a few times to do the updates, purchased extra batteries and the recommended SD cards and nothing happenedWe have also wen to Best Buy to let them do the update, it took them almost an hour how to do the updateThey have charged us for the update as well $The camera worked for a little bit and then the freezing came back (the next time we've try to use it)We have purchased multiple accessories as well (the touch screen, all kind of mountings etc)In the case # XXXXXXXX we have attached the picture of the receipt as well as the camera in the freeze modeI would like to get a replacement to the GoPro Hero+ Black Edition or upgraded modelThank you *** & ***
Final Business Response /* (4000, 9, 2015/01/08) */
Hi,
Thank you for the updateThe customer is currently being assisted in a new Support Case started by a Supervisor in Customer Support
The customer has been assisted in starting the process to have the camera replaced under warrantyAs of the last update to the case on January 7th, RMA instructions were sent out on how to return the camera to us for a replacement
At this time the case is currently underway towards an accepted resolution
We hope to have a working camera in the customers hands as quickly as possible
Many thanks,
GoPro Support
Final Consumer Response /* (2000, 13, 2015/01/27) */
Received a new camera from GoProSo far is working goodWould like to close the caseHappy with the final outcomeThank you

I wanted to share my experience with GoPro so that other consumers will be educated on what GoPro is really like as a company and will take their business elsewhere
Within a few months of the new GoPro Hero Black coming out I purchased one along with the touch screen back-pac and a 16gb class microSD cardI purchased all of these items directly from the GoPro webpage and they cost me well over $
When I received my Hero I charged up the battery and tried it outEverything seemed to work fine, it took nice pictures and amazing video but after recording for 30sec the camera would get so hot that it was actually uncomfortable to holdAt the time according to the GoPro support page this was 'normal' as the camera was 'so powerful' that it would create a lot of heatI was skeptical but figure they must know, they did create the thing after all
Then within the first week of having the Hero I noticed that after leaving the camera sitting around turned off (with wifi off as well) the camera would get very warm and after 4-hours the battery would be completely deadApparently a lot of Hero Blacks were doing this which made the camera pretty much unusable as you would have to leave the battery out of itIf a video worthy or photographic moment came up you would have to take the GoPro out of its plastic case, remove the battery cover and put a battery in, this isn't practical when this is supposed to be an action cam
Customer support said that this problem was a firmware issue and that it would be fixed with their next update for the cameraI stored the GoPro in a drawer patiently waited a couple of months for the firmware to be releaseWhen it finally was surprise, surprise, it didn't fix the problem
Customer support then said that the next firmware update would 100% fix the issueIt didn'tGoPro kept giving me and I'm sure many other customers the run around until our warranties ran outAll the while telling us that it was a firmware issue when it was obviously a hardware problem
Now a few years later after only getting a couple of hours use out of a $camera I looked into the problem on the GoPro support forum
***After this customer extensively tested his camera GoPro finally admitted that there was a problem with the camera itself and that customer support should be contacted
Right away I contacted customer support through GoPro.com with a very detailed message on what the problem was and I even included a link to the forum
A few days later they replied with a list of instructions for me to do to check the battery life when recordingThe battery while recording has never been an issue, it's only when the camera is turned off that the battery goes dead
But I figured I had best go through the proper process so that they could help me with this problem so I followed their instructions to the tee and replied telling them the results
Days later I get an email saying that "Upon reviewing the details of the battery life span when taking videos, it seems that your camera is working perfectly as expected."hrmmmin my very detailed email I told the customer service rep that the battery was dying when not in useis this guy even reading my emails???
I emailed him back restating what the problem was and after more email I was offered 40% off of a GoPro Hero Silver of black
Why would I pay the $300-( thats with the 40% off) for a brand new camera that won't accept the accessories that I already gave this company hundreds of dollars for when the first camera that I gave them $for never ever worked as advertisedIs this part of GoPro's business plan for getting repeat business? Selling a broken product and then convincing the purchaser to fork out hundreds upon hundreds of dollars more to buy their next (probably broken) product at a discount?
This is unacceptable and I think that this company should be held accountableI want the product that they should have replaced when it was brand new and broken straight out of the box to be replaced with either another Hero Black or something of equivalent valueIt's not right that a company should give you excuses until your warranty runs out and then tell you that they won't fix the problem but they will sell you their next product at a discount
Buyers beware when thinking about dealing with GoProSave yourself some money
and buy one of those $knock offs, at least if they come DOA you can afford to replace it until you get a good one and you still won't waste as much as you would on a broken GoPro
My next step to resolve this issue will be to go through the small claims court system and to let everyone on *** and *** know

The customer has been supplied with a shipping label, and the return has been completed

Initial Business Response /* (1000, 5, 2015/12/09) */
Hi,
We regret to hear about any frustration this customer experiencedWhile we cannot combine different promotions, we would be happy to work with this customer and explore other options
A Supervisor has been notified of this
case and will be reaching out to the customer shortly
Many Thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2015/12/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My hope is that this time they will carry through on the promise to send me the items that were promised me when I made my purchase on Cyber Monday

Initial Business Response /* (1000, 5, 2014/11/05) */
Hello,
We're sincerely sorry to hear of these ongoing order/refund issues you've experienced while working with our Sales Support TeamOur main goal is to resolve these types of requests as quickly as possibleIn your case, it
certainly appears that was not achieved and for that we apologize
One of our Supervisors will be reaching out to you shortly to work directly with youWe'll ensure everything is resolved in a timely and efficient mannerThank you for your continued patience and understanding
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2014/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received a response from A GoPro representative assuring me that a refund will be applied to my credit card sometime this week

Cancelled order after charging cc and sending email about shipping

Initial Business Response /* (1000, 6, 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
Initial Consumer Rebuttal /* (3000, 8, 2014/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A contract is a contract and I will insist that Gopro honor itGopro charged my credit card and waited hours before deciding to cancel my orderGopro could have limited the promo code to a single use but failed to do soGopro could have refused the code at the time of purchase but accepted the code
Gopro is trying to establish a precedent which flies against numerous legal and moral precedents similar to Gopro's dilemna
It is not my fault if Gopro is unable or unwilling to control the use of their promo codesIt is not my fault if someone posts this code on a reputable couponing siteI will file a case with the FTC and/or file a lawsuit if necessaryThis is about what is right and what is wrong and I will not allow Gopro to violate the law simply because they are a corporationGet ready for a long and protracted fight Gopro if you do not honor our contract
Final Business Response /* (4000, 10, 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 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
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, 12, 2014/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
GoPro has once again failed to even address the points listed in my complaintThey for the 4th time have sent a cookie cutter messageI expected more from the BB than to let a company which is operating outside of the law to simply ignore a consumer complaint and just allow them to continue to ignore me
I have lost complete faith in the Revdex.com and have zero confidence in their ability to solve this problem
At the same token I am still outraged at the actions of GoPro and know that they are acting like this because they do not expect anyone to sue them over their actions
Although I have zero doubt that I am 100% right in my arguments in that GoPro violated several laws and committed civil torts as well, I am now placed in a position where my only recourse is to sue
So let's go to court! Gopro wants to play games, let's play gamesLet the lawsuits begin!

This customer was never charged The order was not fulfilled because we couldn't process the provided payment information As such, there is no refund for which we can provide evidence

Our Karma team is re-reviewing the flight logs of this crash We'll reach out to the customer with the results as soon as we've completed our review

Initial Business Response /* (1000, 5, 2015/04/16) */
Hello,
We're sincerely sorry to hear that you are having issues with your HEROBlack Edition cameraIt certainly appears you've had a negative initial experience with our Support TeamOur main goal is to ensure that you are taken
care of while still within our policies
A Senior Supervisor will be reaching out to you shortly to work directly with you to help from here on outPlease look for an e-mail shortly and work directly with them to resolve everything
Thank you so much for your understanding and patience
Regards,
GoPro Support
Initial Consumer Rebuttal /* (3000, 7, 2015/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one has contacted me in the last daysIt looks like they are trying to buy some time hoping the case will be close by it selfNothing unexpected from Gopro!
Final Business Response /* (4000, 9, 2015/04/27) */
Hello,
We reached out to *** via e-mail on April 17th and hadn't heard anything from him until this latest updateWe just made contact over the phone and re sent the e-mail that was previously sentHe has received the e-mail and will be replying with the information requested
We are working towards a resolution and now have an open line of communication via e-mail
Thanks,
GoPro Support
Final Consumer Response /* (2000, 11, 2015/05/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Problem solvedThank you for great customer support

Initial Business Response /* (1000, 5, 2014/12/15) */
Hi ***,
We're sincerely sorry to hear about the issues replacing your cameraIt is our goal to ensure you have a working camera so you can capture life's moments previously unable to be captured
We do see the replacement has
shipped via FedEx with the following tracking number: XXXXXXXXXXXXXXXIt is scheduled to be delivered on Tuesday, December 16th
We will have a Supervisor take over your Support Case and reach out to you shortly to ensure everything is handled appropriately from here on out
Thank you for your continued patience and understanding during this process
Regards,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2014/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We finally received a replacement cameraThanks to Revdex.com :)

Initial Business Response /* (1000, 5, 2015/02/26) */
Hello,
We're sincerely sorry to hear about the issue you are experiencing with both of your HEROBlack Edition camerasA Supervisor will be reaching out to you shortly to review your case and offer a solution to the issue
Please
look for an e-mail in the coming hoursThank you for your patience and understanding
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2015/02/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company sent me an email offering to replace the cameras at no cost to meI am awaiting an email with a RMA so I can send the defective cameras back to themHere is the text of the email that I received from GoPro
Previous messageNext messageBack to messages
RE: Broken USB Ports ref:_00Do0HJuF._500o02o2fr:ref
RE: Broken USB Ports ref:_00Do0HJuF._500o02o2fr:ref
***@gopro.com
Add to contacts
2/26/
Keep this message at the top of your inbox
***@gopro.com
Hi ***,
My name is *** and I am the Supervisor of the Customer Support Team here at GoProFirst and foremost, I am sincerely sorry to hear about the caved in USB ports on both of your HERO3: Black Edition camerasAfter looking over your Support Case I do believe everything was handled properly and in line with our warranty policyPlease do keep in mind that Lydia was only following protocol
Your situation is a bit unique in that you fall outside of our year warranty policy and are unable to produce receipts as they are both giftsWith all of this said, we do treat each situation on a case to case basis so we do have some wiggle roomI would like to make a one time exception and replace both units for you under warranty
I have all the information I need to do this except your mailing addressPlease provide that below by clicking on the link and submitting your address:
Address Verification
Please also provide your address by typing it out in your responseI look forward to hearing from you soon so we can get the ball rolling on these replacements
Best regards,
***
Supervisor, GoPro Support

Initial Business Response /* (1000, 5, 2014/08/20) */
Hi ***,
We're very sorry to hear you've experienced issues with your GoPro cameraIf there was any mishandling of your case we'd like to sincerely apologize and ensure everything is taken care of in a positive manner from here on
outOur main goal here is to ensure each customer is provided with a top tier service experience
In order to remedy your situation we will have a Supervisor reach out to you shortlyThey will get you squared away with a new warranty replacement camera and can absolutely take care of any other questions or concerns you may have
Regards,
GoPro Support

Per this customer's initial email to customer support, the camera has been used roughly times over the last two yearsThis puts the camera at least months beyond the warranty period
We offered troubleshooting steps that were unsuccessful, and being that the camera is significantly
outside of the warranty period, we offered the customer our largest discount: a 40% discount toward a new camera, which is well outside the scope of the GoPro Warranty Policy ***) While we cannot provide a replacement the unit, we'd be glad to fulfill the discount offer extended

Initial Business Response /* (1000, 8, 2015/01/20) */
Hi ***,
We apologize for the extreme delay in response
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 as agreed to by the customer through the support case, to avoid abuse and fraudulent claims
We also apologize for the delay in the authorization hold release showing to your PayPal accountWe have worked with our Finance team to ensure the hold has been released, and received confirmation that this took place on 1/5/If this does not show on your end, please let us know through your existing GoPro Support case, as we would like to resolve this as quickly as possible
A Suppor Supervisor will be reaching out to you via your existing case to make sure all issues have been resolved
Regards,
GoPro Support
Initial Consumer Rebuttal /* (3000, 10, 2015/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here we go again! "Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code"I used the discount code, so am I a fraud?If you don't have the basic common sense to create a "one time use only discount code", which is what every other company in the world does in these type of situations, at least stop calling your customers frauds and thieves
The paypal funds were returned MONTH LATER not because you released it, it was because the authorization hold "expired"You did not take any action to return my moneyIn fact, to put it in your style of writing, "you fraudulently took my money( > $) in an unauthorized fashion"
And by the way, I purchased another brand called SJCAMThe video quality is far superior compared to the goproAnd I can buy of those cameras for the cost of buying one gopro
You lost me as a customer and I'm guessing thousands of others the same wayHope you grow up someday and try to admit your mistakes instead of blaming others

Initial Business Response /* (1000, 5, 2014/08/25) */
Hi ***,
We are sincerely sorry to hear you are running in to some trouble with your HEROcamera! A Supervisor will be reaching out to you shortly to ensure everything is taken care ofWe would also like to apologize for the
delay in response after your initial inquiryWe'll be sure to look in to this and provide quick resolutions from here on out
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (3000, 7, 2014/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I responded "no" to the response from the business as the issue is being addressed but has not been resolvedThe company will either repair the unit or replace itAs of this moment, the defective unit has been returned so the company can remedy the situationI will advise you as to the final resolution regarding this matter
Thank you for your help
Final Business Response /* (4000, 9, 2014/09/08) */
Hi ***,
We have responded to your original Support Case with a tracking number so you can monitor the shipping status on your replacement cameraPlease let us know if you have any further questions by corresponding directly with us in your Support Case
Regards,
GoPro Support
Final Consumer Response /* (2000, 11, 2014/09/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the resolution proposed by the business as they have replaced my inoperable camera with a fully functioning oneI currently have my replacement and I have tried it out without any issues or problemsI am completely satisfied with their resolutionI would like to thank the business for really going out of their way to help resolve this matterIn addition, I would also like to thank the Revdex.com for all their help with this matterIt was greatly appreciated!

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, 2016/02/03) */
Hi,
Thank you for bringing this case to our attention
We regret to hear about your camera ceasing to work correctly after performing a software updateThere are currently no known issues where our software updates render the
camera inoperableUnfortunately we do not have an existing solution to role software back to an older version, however we do want to help out as best we can
A Senior GoPro Support Representative, who is fluent in Portuguese (The Support case's original language) will be reaching out with a Support Supervisor shortly, to see what we can do to help out
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Considering that the GoPro representative sent me an email yesterday with a solution to my case, I can say that this is exactly what I expect from the manufacturerRight now, I'm waiting for the necessary actions to be taken

Initial Business Response /* (1000, 5, 2015/08/19) */
Hi,
Thanks for bringing this case to our attentionWe regret to hear about any frustration caused in reaching out to GoPro Support
A Supervisor has been notified of this case and will be reaching out to the customer shortly
We can
see that previously a Supervisor did reach out and try to reconcile the situation by making an exception and offering our largest discount available of 40% and did not receive a reply back to the offer
For all out of warranty cameras, or situations, we do try our best to help out and have discounts available as a way of meeting our customers in the middle where an outright replacement is not possible
Your case will be reviewed and a followup email from another supervisor will be sent shortly
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the offer from GoProThey were understanding of my complaint and resolved it to my satisfaction

Initial Business Response /* (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