GoPro

Complaint: ***I am rejecting this response because:the company refused to honor their part of the agreement which caused an income loss of over $2000, the potential for future business andAlso this was my second replacement of the unit and it causes a fire hazard and risk to my home and familyI did become irate after about calls to the company and customer service representatives talking over me and being disrespectful while I was trying to explain the situationI asked to speak to a manager multiple times and was told a manager would return my call before the end of business which never happenedI purchased this GoPro session in October and have had to have it replaced twice which means that once I finally receive my replacement it will be my 3rd unitThere are multiple other session users also stating they have experienced the same freezing and getting very hot issueBefore I originally purchased this unit I called GoPro and asked multiple questions about the product and the fact that the unit will freeze as well as gets hot enough to catch paper on fire was not disclosedI even offer to pay the the difference of $to get into a safer camera that will not put myself, my family or home at risk of suffering a loss due to fireThey refused and on countless times stated that is not their problemThey did not honor their cross shipment arrangements or disclose that the replacement was on back order and I informed them I had a business event that I needed the camera for and the representative stated they would ensure prompt arrival of the replacement and same day shipping as soon as the replacement was received by fed exI need a dependable camera that will not risk the lives of my family and GoPro should respect and honor this minor requestIt is not an unreasonable request considering the situation and customer service experience I have encountered. Sincerely,*** ***

Initial Business Response /* (1000, 8, 2016/01/13) */
Hi ***,
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 /* (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

Initial Business Response /* (1000, 5, 2014/12/26) */
Hi ***,
We're sincerely sorry to hear you've not only had issues with your original GoPro but also have had a negative experience with our Support TeamWe do our very best to ensure every customer we work with is provided the
highest tier of support and in your case it appears we were not successful
A Supervisor will be reaching out to you shortly to ensure all of your questions are answered and everything is taken care as quickly as possiblePlease look for an e-mail shortly and thank you for your continued patience
Many thanks,
GoPro Support

Initial Business Response /* (1000, 5, 2015/07/16) */
Hello,
We apologize for any inconvenience or frustration you have experiencedA GoPro Customer Support Supervisor will be reviewing your case and will contact you via the existing GoPro support caseWe thank you for your patience
and look forward to resolving this issue
Many thanks,
GoPro Support Team
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
GoPro started with a niche product that caught on, making the developer a millionaireNow they have expanded beyond their ability to maintain quality products, by trying to please every small segment of available marketsI am fed up with the lack of quality product, and the lack of service to repair or replace defective goodsI've spent a lifetime with an American product made in Wisconsin that knows what defect will show up long before any consumer finds it, and is ready to look after that consumer immediatelyIf GoPro can't do that, they don't deserve our business
Since dealing with GoPro I have registered three separate camerasThe first, a GoPro HD, still has partial function, but no offer of repair of service when I complained about the functional deficits
My registrations with the same e-mail address, and info have been lost in their database every timeAgain, there is no record of my existence in their service sectionI do, however receive e-mail advertising of their "new, exciting," but overpriced products, and the weekly video, picture accolades
I will be satisfied when the camera is replaced
Final Business Response /* (4000, 9, 2015/07/22) */
Hello,
Let's cover a couple items referenced in the most recent inquiryFirst, while we certainly did start as a niche product, we've only ramped up our quality processes with each respective camera releaseOur main goal here is to take every measure to ensure the customer have a working camera so they can continue to capture life's momentsQuality is a priority and we stand behind our product
Registration of the camera is simply a way to update it to the most recent softwareThere is a check box during this update that allows the customer to sign up for our NewsletterThis is an election and the customer can always unsubscribe if they would like to
A Senior Supervisor has already reached out to this customer on July 17th outlining how we can helpWe look forward to hearing back from them soon so we can move towards a resolutionPlease note the above customers e-mail address was used but the message may have been sorted to the Spam Folder
Many thanks,
GoPro Support
Final Consumer Response /* (2000, 11, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although their solution is somewhat less than desired, it will resolve the immediate needI have received a shipping label, and RMA number, so will be sending my non-functional camera back immediately
They talk about registering, and upgrades to softwareThree times I have registered, three times my info has been lost or deletedHowever, new release news, and video accolades arrive regularly in my e-mail
Just one more dent in customer service
Thank you Revdex.com for valuable help to reach an agreement

This customer's traunit has been received, processed, and verified His camera order is set to ship, and should be dispatched today

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.)
I reject GoPro's claim that orders were cancelled to prevent fraud, as there were plenty of orders shipped using this code so it would appear that GoPro indiscriminately chose which orders to ship and which orders to cancelTo call the "leak" of a code theft is a bit of a stretch tooPlenty of sites have discount codes available on the Internet and honor them without questionAdditionally, the code used on your site stated nothing about the terms you claim in your responseIt simply marked down various itemsIf this code was not intended to be used by multiple people, then why make a universal code? It is very easy to create one use codes or codes tied to a specific user account and why a company the size of GoPro chose to not utilize either of these methods is rather puzzling and continues to muddy the watersThe facts are that you did ship several orders that used this code (despite not meeting the terms in your response) and at some point determined that there was a threshold by which you would cancel ordersA company of your size should operate from a much higher level of integrity and in this situation, your customers are the one's left out in the coldThis is not how a company with a Revdex.com A+ rating treats their customers
Final Business Response /* (4000, 9, 2014/12/19) */
Hi ***,
This 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 employeesA person who received the code provided it on eBay, and orders were placed by customers who were eligible to use the code
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 /* (4200, 11, 2014/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm confused, your initial response insinuates that people using this code did so in an unethical manner, with or without their knowledgeYou then go on to say that these orders were cancelled yet I know for a you were discriminate in which orders you allowed to process and which orders you allowed to ship using this "ill-gotten" code (as you claim)There are plenty of companies that allow for codes submitted to certain customers to be used by othersThe fact of the matter is your company created a multi-use code rather than a on-time use code and seemed to have been OK with it's use on specific items, regardless of who used itOnly when the usage spiked did you take action to cancel some of the orders and instead of handling this properly, you chose to blame the customer and cancel orders that you deemed non-profitableThis was clearly an issue with how your website allowed for online codes to be used and not the fault of your customers as you seem to want to point the blameThe true blame lies in the creation of a code that can be used by anyone and the way you handle allowing this to happen is an apology and maybe a gesture to your potential customer of a gift card or discount on a future product, as so many other retailers doHeck some of them even honor the deal as a gesture of goodwill to encourage future businessThis is not the actions of an A+ Revdex.com company and I think it should be noted

Initial Business Response /* (1000, 5, 2014/11/26) */
Hi ***,
We are very sorry to hear about the refund delayAs you mentioned, we have processed the refund under RF-XXXXX on November 14th, We have reached out to our internal team to follow up with PayPal and ensure there are
no delays or issues on our end A Supervisor will reach out to you in the support case to follow up as well
Once again, we apologize for the delay in the refund being processed and we will ensure everything is taken care of in a timely manner
Regards,
GoPro Support
www.gopro.com/support
Initial Consumer Rebuttal /* (2000, 7, 2014/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received my refund on December 4, GoPro received the returned item on November 7, It was almost a month for my refund to be processed; I find this unacceptableAt one point when I contacted GoPro I was given a copy of PayPal's return policyApparently GoPro thinks their customers are uneducated and incapable of researching a company's policyNot only did I find this insulting but I had informed GoPro that I had already contacted PayPal and they had "not" received the refund from GoProGoPro responded by sending yet another copy of PayPal's refund policyThe last phone conversation I had with GoPro support I was asked if I would like to elevate my complaint to a higher level and I agreedIt wasn't until I filed my complaint with Revdex.com that a supervisor bothered to contact me and even then insinuated that the initial confusion had been my faultI made my purchase with one email account and when I requested the refund I used another email account; this allowed me to keep the two separate for my own accounting purposesGoPro replied to the email I had used for the refund request and issued a refund authorization number indicating I had days to return the itemGoPro also indicated that their return authorization form was to be included in the return and GoPro would send the form in a separate emailI anticipated receiving the return authorization form to the same email account that I received the numberI informed GoPro several times that I had not received the form and all they could tell me was that it had been sentFinally someone from GoPro realized they had been sending the form to my initial email account and "all" other correspondence was going to my refund email accountIt was implied by the supervisor that this was my fault because I had "contacted" GoPro using two email accountsI did not initiate the refund using two email accounts and I don't see how ordering an item from one account and requesting a refund from another can be so confusing but apparently for GoPro it isDue to the delay in receiving the return authorization form I paid a higher shipping cost to ensure the package arrived within their day return policyUnfortunately both GoPro and PayPal were pointing the finger at each other and I have no way of knowing definitively which company was holding up my refundI can say that PayPal filed a complaint against GoPro stating they had not received the refund and all GoPro did was give me the run aroundIn fact, my initial request for the refund authorization with GoPro was like playing a shell game; see if you can find the refund authorization form in time to return your itemI am closing this complaint with Revdex.com because I did finally receive my refund but it shouldn't have been this difficult nor taken so long

Our sincere apologies for the frustrating experience Unfortunately we cannot provide further assistance in this case, as the customer's product has already been returned Adhesive mounts are placed at the customer's discretion, as removing a powerful adhesive will have varying results
from surface to surface

Complaint: ***I am rejecting this response because:
As I have stated before I will not take you up on that offer
since I never lost my camera and it’s ur faulty mount that broke
and I have independent report that shows that the mount failed due to having air pockets in the mouldSincerely,*** ***

Complaint: ***I am rejecting this response because:
The replacement I received was not newIt had dirt and other debri in the portsThe door to the ports was damagedIt clearly wasn't tested as it would not stay connected and powered off on my several timesI did not ask for the mounts I was only sent one for this specific issue I was offered abother but have not accepted itI only want a new fully functioning camera exactly what I sent inThe mounts are useless with a broken cameraThis is not my errorThis was your error.Sincerely,*** ***

This customer's replacement unit was dispatched yesterday, 9/18, and is expected to arrive tomorrow, 9/

We unfortunately have no record of contact from this customer, either via the associated email address or phone number provided Typically in these cases we'd need to collect flight logs from the customer, at which point we can verify the cause of the drone crash If the fault is
determined to be a product malfunction, we'll be glad to set up a warranty exchange so long as the customer's provided us with a valid proof of purchase Based on the complaint this crash happened roughly nine months ago,which would typically result in a customer contact before this point - if there is a support case under a different email/phone number we'd be glad to look into that as well

Initial Business Response /* (1000, 5, 2014/11/19) */
Our apologies for the frustration you experienced in attempting to process your 30-Day Return requestAt this point a supervisor has reached out, and your request has been processedPlease check your inbox for the RMA instructions
If there's anything we missed or you have any other concerns, please don't hesitate to reply to the case email and we'll be happy to help!
Initial Consumer Rebuttal /* (2000, 7, 2014/11/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received an email from a Keith M of GoPro support, containing the requested RMA (amazing how fast a complaint thru Revdex.com gets a companies attention, isn't it?)I sent the unit back via UPS Ground yesterday, and emailed Keith M with the tracking numberKeith M returned my email apologizing "for the difficulties in getting this returned" and stated "I'll keep your case front and center until we show receipt of the package and a credit to your account."
Assuming the account is indeed credited after receipt of the unit, I will be satisfiedOf course, if there are any more problems, I will be back in touch with Revdex.com
Thanks Revdex.com

Placed orders with GoPro using a discount code that was accepted thru their websiteorder for the camera was cancel and stated that the discount code entered into this order was not intended for general public use, it was discontinued intentionally and any orders placed with it have been cancelledBut my second order of accessories using the same discount code are being shipped??? Look like they just don't want to honor the camera but are okay with the accessories with the discount code?? Not sure what I am going to do with the accessories without the camera

Initial Business Response /* (1000, 5, 2014/12/29) */
Hi ***,
We would truly like to apologize for the less than satisfactory support you have receivedThis certainly does not represent the high level of service we pride ourselves in givingA Support Supervisor will be reaching out
to you in a timely manner through your existing support case to follow up on how we might be able to ameliorate the situation
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2014/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
GoPro has contacted me directly and provided a resolution to my satisfaction

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.)
He is misinforming you, search slick deals forum, there were numerous complaints about orders placed with this code for the gopro camera and the accessories to go with it all on the same orderHow this company allowed the discount for and shipped on the cheaper accessories but canceled the camera itselfLeaving the customer with accessories he can't use unless he pays full retail price for the camera from themHumm, how can you say it is unauthorized for the camera but not the accessories on the same order!!! I think is was a shady trick to force you to buy the camera at full price by letting you get the accessories at a discountTo add insult to injury the people called to see about returning the accessories and were told they would have to pay for the return shippingThey should have been notified they would be getting accessories with no camera to use them onI think it was a SCAM SCAM SCAM and they should be ashamedThey seem allowed that "unauthorized use of the code" on item they wanted to, to sell the camerasStill waiting for them to allow me to get my camera purchase
*** ***
XXX-XXX-XXXX
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 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

My sincere apologies for the frustrating experience We always strive to provide speedy, thorough assistance, and your case certainly dragged on far beyond what we'd expect to see
Given that you've already returned your product, there isn't anything else we can do on our end Your tech support case has been placed in the hands of a support supervisor; if you have any further questions or concerns in the future, simply reply to the last response you received from our tech support team and a supervisor will reply directly

We're unable to find any record of correspondence with this customer via the provided name, email address, or phone number
Per the GoPro Warranty***), water damage is not typically covered under warranty due to possible user resealing error
However, we can't comment on this particular instance due to the lack of a documented customer contact

Initial Business Response /* (1000, 5, 2014/08/20) */
Hi ***,
We're sincerely sorry to hear you are experiencing these issues with your HERO3+ Black Edition cameraWe are here to helpA Supervisor will be reaching out to you shortly to ensure everything is being handled swiftlyWe
certainly do apologize for any inconvenience this has caused and look forward to working with you to resolve everything as soon as possible
Many thanks,
GoPro Support -
Initial Consumer Rebuttal /* (3000, 7, 2014/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot accept their response above as closure of the faulty product issueAn email telling me they are sorry and someone will be calling me does not resolve the issueI recieved an email yesterday asking questions about the software version and camera SN#I responded with the message below
To clarify:
- I a Hero 3+ Black Edition
- H3B+BXXXXXB55D
- Software Version
- I have tried two different Sandisk Extreme memory per the recommendation of the gopro site
- The 64GB card listed here http://gopro.com/camera-accessories/sandisk-extreme-64gb-microsdxc
- The GB card listed here http://gopro.com/camera-accessories/sandisk-extreme-32gb-microsdhc
- The issues (shutting off, becoming unresponsive, video becoming pixelated, video turning white, pink or green) happen right away sometimes and other times after I've been recording for a while
- The camera was purchased at a Bass Pro Shops retail store on 07/03/
- Receipt is attached
- I have several GoPro accessories that I have purchased with this camera
- GoPro Mount
- LCD Screen
- Additional Mounts
- Float Backing
- GB Memory Card
- GB Memory Card
- Storage Case
- Extra Battery
I appreciate your attention in getting the faulty product issues resolved in a timely matter
Final Business Response /* (4000, 9, 2014/08/25) */
Hi ***,
Thank you for the informationLooking into the case, it appears a supervisor has reached out and has offered a warranty to youThe warranty camera is on the way back to our facility and a new camera has been shipped to you via FedEx
Please let us know if there are further questions, as we would be happy to help
Many Thanks
GoPro Support
www.gopro.com/support

Initial Business Response /* (1000, 5, 2015/01/02) */
Hi ***,
We apologize for the inconvenience regarding your orderWe currently have a Support Supervisor looking into the case, and they will be contacting you shortlyIt looks like the order was delivered to the correct
address and we are working with Fedex to try and figure out what happenedWe appreciate your patience, and look forward to working with you to resolve the issue
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (3000, 8, 2015/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the quick response but It was not what I was waiting for
'til today I still don't have the camera that I paid for and let me repeat that the person who sign for it 'A.VEGA' does not exist at this address which proves me once again that the camera was not delivered at the correct address
'til today FedEx cannot find the driver to confirm that was delivered to the correct addressI'm very disappointed with the company that I've chosen for a Christmas present which days after I'm still not able to present it
Regards
***
Final Business Response /* (4000, 10, 2015/01/13) */
*** has been refunded the full amount of her order, as per her desired resolutionThe order was sent to the correct address, a place of business and not a residence, where it was signed for by an unknown partyOur policy is to refund customers for lost packages pending an investigation by FedEx, at which point they can chose to place another order with us online or purchase locallyIn this case, we made an exception at the request of ***, and processed the refund for the missing order before the investigation was completed by FedExGoPro is not privy to the details of FedEx's investigationShould *** want this information, FedEx will need to be contacted
A Support Supervisor will be contacting *** via the existing case for follow-upAt this time, GoPro has refunded *** for the missing order as requested in the desired resolution