GoPro

Revdex.com:
I have reviewed the response made by the business and this does not refer to my current issueMy drone flew off and GoPro is not addressing this issueThe
Karma instead of landing when I received an audible feedback from the controller saying it would land did notInstead it flew off and now I do not have a droneThey're indeed focusing on the replacement drone I purchased priorThat replacement drone was bought because it did the same thingInstead of landing it flew offThis is not an acceptable response from the business

This customer has been set up with a replacement under warranty as of 7/

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
Initial Consumer Rebuttal /* (3000, 7, 2014/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not find this response satisfactory
1) I did not fraudulently obtain the coupon code, it was freely posted on a coupon site that anyone can access
2) If it was intended to be used only one time then why didn't GoPro make it a unique code?
3) What I find most galling about this situation is that GoPro is refusing to honor the code on newer models but is allowing older models and accessories purchased with the code to be shippedGoPro is taking advantage of the situation to ship out old or high margin inventoryThat is completely unacceptable
I still stand firmly behind my stance that I should receive everything I ordered with the 40% off code (which I was intending to give as gifts during the Holidays!) however, the Revdex.com has asked that I try to meet in the middle
In that spirit, I would accept a resolution of GoPro HeroBlacks at 40% off ($299)
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
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
Regards,
GoPro Support
www.gopro.com/support

GPS connection is an aspect of drone flight that is especially sensitive to the conditions and makeup of the surrounding environment While GPS connectivity certainly simplifies the process of flying a drone, it's not necessary, and in some areas, not possible The Karma drone can be
flown without a GPS connection, and we offer some tips for doing so: ***
While loss of GPS connection is not covered under warranty, we haven't heard from this customer regarding this issue, so it's impossible to determine whether there were any other factors that may have resulted in the drone drifting We're having an agent reach out to this customer to collect flight logs related to the lost drone
Of note: damaged Karmas, if found to have crashed due to a manufacturing defect, are covered under warranty If purchased via gopro.com, and within the money-back guarantee window indicated at the time of purchase, we'd be happy to refund the cost Unrecovered (i.ethere is no product to return) items, however, are not refundableHowever, if loss of the drone is verified to be due to a manufacturing defect via flight log analysis, unrecovered drones can be covered under warranty

Initial Business Response /* (1000, 5, 2015/12/17) */
Hi,
We're sorry to hear about your HEROBlack freezing and locking up while trying to recordA Supervisor has been notified about this case and will be following up shortly to continue the dialog
All of our cameras do come with a
year warranty in the event of any hardware or software issuesCamera's sold under REI's "Garage Sale" are clearly stated to be sold as is and "like new" and as identified in this case, the camera was sold openedPer our warranty we do not cover items sold in this manner as GoPro cannot ensure the quality nor the history of the camera being soldREI make clear that this is an at risk purchase and provide large discounts in supplement of items that have been opened or used
The customer was offered a 40% discount toward the purchase of a brand new HEROin exchange for the defective unitThese discounts function as a courtesy when we cannot replace a camera outright and are an exception to our warranty policyAt this time the customer has not followed up on the offer
We never like to see a customer with a non working camera and always strive to do our best to help outWe will continue the dialog with the customer to hopefully get them back up and running
Many thanks,
GoPro Support

We will be working directly with this customer to come to a resolution.The line he is referring to, which is part of our RMA instructions, has to do with extra items that are inadvertently sent in with the camera, not the camera itselfFor example, if someone were to send in a housing
with their camera and that housing is not on the RMA, we are not liable for returning the housing. Yes, his camera was listed on the RMA, however, it was sent in as a part of a prearranged, and agreed upon, exchange for a discount towards the purchase of a new cameraThus, it can not be returned as this process has been completedIt was clearly stated on the initial offer via email (on 9/15) that the discount can only be used towards the purchase of a new camera directly from GoPro.His offer still stands, and as previously discussed, we can also provide him with a free mount of his choiceWe have stepped outside of bounds of our policies not once, but twiceThe first time was when we offered a discount towards the purchase of a new camera in exchange for his out of warranty unitThe second is the offer of a free mount.Again, we will be working directly with the customer, however, we have already made multiple exceptions in this out of warranty case
Best 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.)
In that case, the orders for the accessory with the same coupon got confirmed and shippedbut orders for the camera is being held for the same code
Final Business Response /* (4000, 9, 2014/12/16) */
Hi ***,
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
Regards,
GoPro Support
www.gopro.com/support
Final Consumer Response /* (2000, 11, 2014/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***I am rejecting this
response because: With No Prior notice, upon shipping, GoPro charged an unauthorized amount to my credit cardPer the terms & conditions of the tradeup program, currently still listed on the GoPro website at *** , "Your payment method will be charged the amount shown at checkout and your HEROwill ship only after your Eligible Used Device is received by GoPro and determined to be authentic." This did not happen I was charged $beyond what was shown at checkout and is shown in my emailed copy for the order acknowledgement Their claim is that they are required "by law" to charge sales tax against the full value of the camera and then deduct the $tradiscount Which is simply not trueThis was not rebate done after a saleA pre-condition to receive the discount was to send an old gopro camera to them Their claim is that the amount shown at checkout and in the email is only an estimate Nowhere does it say estimate Our agreement was that they are authorized to charge my credit card $which is $+ 8.25% sales tax for texasThey instead charged $+ 8.25% sales tax - $ I have now disputed the unauthorized additional $with my credit card company as a matter of principle since they refused to correct the charges to what what agreed upon
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 Business Response /* (1000, 5, 2015/12/02) */
Hi,
We regret to hear about any frustration this customer experiencedWhile we cannot offer a replacement for a camera which falls outside of our one year warranty period, 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 Business Response /* (1000, 5, 2015/01/13) */
Hi ***,
We're sorry to hear about the remaining charges on your Paypal account
We do show the refunds having been processed for your recent returnsOnce we have sent the refund over to Paypal it can take up to days for
Paypal to reflect the refund, although it can show up sooner in many cases
A Supervisor has been notified of your case and is currently researching the status of your refund to see what we can do to help outThey will be reaching out shortly
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2015/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A manager at Gopro contacted me and Paypal and resolved the issueThanks

Initial Business Response /* (1000, 5, 2015/07/31) */
Hi,
Thanks for bringing this issue to our attentionWe regret to hear about the difficult experience purchasing from GoPro directly and definitely want to help out as best we can
While we do not have the ability to provide
discounts or coupons for brick and mortar stores, we do want to try and help out as best we can and provide some kind of solution
A Supervisor in Support has been notified of this Revdex.com case and will be reaching out to the customer promptly
Many thanks,
GoPro Support

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
shortlyPlease 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

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, 2014/01/30) */
Hi ***,
Our sincere apologies for any delaysThe turn around time you are experiencing seems to be way outside our expected time frame, and is something we will absolutely be addressing
We have asked a supervisor to sort
this issue out with our fulfillment center and connect with you, ensuring a timely replacement reaches you asap
From looking into your case, it seems you have already been in contact with him, and the replacement is on the way to you
Once again our apologies for any inconvenience or frustration caused
Many Thanks,
GoPro Support
Final Consumer Response /* (2000, 11, 2014/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the resolution from GoProIt may have been hazy at first but their quick response and ability to have everything replaced made this a truly excellent experience given the circumstancesKudos to the supervisor I e-mailed back and forth (I'll leave his name out) and I appreciate all his time
Final Business Response /* (4000, 9, 2014/02/07) */
Hi ***,
Our apologies on the late reply through the Revdex.com here, but it seems your case has already been sorted out through our support team
With delays at our warehouse as noted, we sent out the replacements to you before fully processing your returnThe return authorization was only set up for the camera itself, so the other items sent were unauthorized and unexpectedTo be safe we usually include a battery with our replacement cameras, just in case the issue was power supply relatedBy sending out the replacement prior to processing your return, we were unaware these other items were sent back, and therefore didn't have an opportunity to replace them
While we are not liable for the return of unauthorized items, and warn against including them with your return, we have made an exception for you and you should be receiving replacements for these items shortly
All of this information has already been communicated to you through the support case, and if you have any questions or concerns, please let us know through the original support case, for continuity
We apologize for any delays and ensuing frustration, but truly hope you enjoy the replacement!
Many Thanks,
GoPro Support

Complaint: ***I am rejecting this response because:Sincerely,*** ***

This is a complaint for gopro's service (My order ***)I booked a gopro 4, and they cancelled my orderI am very disppointed them, and they are unhonestThis has troubled me, and they did not refund me immediately

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.)
You guys are still holding my transaction pending since it has been almost a week! GoPro is the most ugly cheat of 2014!
Final Business Response /* (4000, 9, 2014/12/16) */
Hi ***,
At 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
If the authorization is still not off within a few days, please reach out to your credit card regarding thisIf the bank is unable to, please reach out to us in a support case and we can further look into it
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 /* (2000, 11, 2014/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/06) */
Hello,
We're sincerely sorry to hear about, not only the issues you originally had with your camera, but also that you've been without your SD card for some time. We'll do everything within our power to find your SD card and return it to...

you.
With all that said, there is well documented evidence within your Support Case that shows we provided instruction to send the camera ONLY. There was a chat transcript that went in to detail surrounding exactly what to send in and we also sent an automated RMA email that asks you don't send the SD card with the camera and that we are not liable to return it if you do.
We still want to help out and have already reached out to our Warehouse in an attempt to find your SD card. A Senior Supervisor will be reaching out to you shortly to provide all updates and work with you from here on out. Please look for a separate email shortly.
Many thanks,
GoPro Support

Unfortunately this is not a situation in which a Karma drone was lost due to a manufacturing defect, and thus the unit is not eligible for replacement.
Based on the flight log review, upon taking off the user had a GPS Signal, which was lost mid-flight. At the time that the GPS signal was no longer...

available, we can confirm that the signal that was transmitted from the controller to Karma was strong and stable (even upon loosing GPS, the user was able to start recording and continue directing the flight path).   
It's important to note that loss of GPS signal is not an indication of a unit malfunction, but is the result of sattelite positioning, interference caused by metal objects, interference caused by large buildings, or incomplete calibration, interference caused by large bodies of water, interference from competing signals, or any combination of the aforementioned causes.  In this instance it seems the large body of water and low satellite availability likely contributed.
Piloting a drone requires careful consideration of all environmental factors and the ability to take over manual control in the event GPS assistance is lost.  The unit can fly (and in fact many pilots intentionally do so) without any GPS signal - it simply requires more manual input from the pilot.
We're happy to extend the offer suggested by the supervisor he spoke with, which goes above and beyond what's typically extended in lost drone situations.