GoPro

After one month of repeated contact to GoPro Support, a supervisor contacted me to claim...

only the Karma Stabilizer was received in the package and the support case was closed. After 2 hours of refusing to allow for 1) another call back from a supervisor (which had failed to make the previous call back), and 2) rejecting the claims GoPro Support made that UPS had open my package, removed the Karma Grip Box, the Karma Grip Case, the Karma Grip Handle before repackaging the Karma Grip Stabilizer to deliver to GoPro, and  3) having GoPro Support acknowledge that they sent incorrect return instructions, failing to provide a shipping label, submitting the return for a Karma Grip Stabilizer, not the entire Karma Grip or even at least the Karma Grip Handle which was the serial number originally provided for the return, I was finally able to receive a small amount of effort from GoPro Support. They sent me a courtesy Karma Grip Handle without any further support and not covered under any warranty or guarantee. GoPro’s response to this complaint with the claim of sending me a Karma Grip is the same erroneous, misleading information from GoPro which was the cause of this complaint. I am still left with less than I started with when I initiated the return under warranty.

Our customer support team will reach out to resolve this complaint via his current case [redacted]

Complaint: [redacted]I am rejecting this response because:
I mailed...

six (6) cameras, six (6) SD Cards, one (1) OMNI RIG due to failures back to GOPRO due to being faulty. 
I received one (1) OMNI rig in return. 
I am still missing 6 cameras and 6 sd cards of which I have never had or they did not work.
Additionally, the equipment was shipped in February faulty. It did not work out of the box due to error and has never worked. 
The only acceptable response should be a replacement. 
Sincerely,[redacted]

We're happy to make an exception here and extend the TradeUp discount to the purchase of a HERO5 Session ($50 off) or HERO5 Black ($100 off).
If the customer wishes to take advantage of this discount offer, he can simply call in and reference his support case number.  This information has been provided in the support case as well.

Initial Business Response /* (1000, 5, 2014/03/20) */
Hi [redacted],
Very sorry to hear of any trouble experienced, especially while on what sounds to be an amazing vacation.
Thank you for providing your case number. From looking into the situation, it looks as though the warranty...

process had already begun with you before we received this. We will have a supervisor oversee this case to ensure it is handled in a timely manner, as you have indicated this is a time sensitive matter.
Many Thanks
GoPro Support

Initial Business Response /* (1000, 5, 2014/12/11) */
Hi [redacted],
We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is...

provided on a case by case basis. We 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 troubleshooting. The 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 case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled.
A customer sold this code on eBay, and it was then distributed throughout the Internet. It 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 code. We 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 cards. No 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 released. The release of the authorization can take between 3-7 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 matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this Revdex.com case.
Regards,
GoPro Support
www.gopro.com/support
Initial Consumer Rebuttal /* (2000, 7, 2014/12/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/11) */
Hi,
We regret to hear about any frustration experienced during the purchase of a GoPro camera.
While we cannot offer refunds for GoPro products that were not purchased through GoPro.com we would be happy to explore other options in...

assisting the customer in any way we can.
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, 2015/11/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by a member of gopro, my grievance was with go pro on the way they are handling customers who paid full price for an item they admit was overpriced. Gopro decided to lower the price by $100 on the item, regardless where a customer purchased the gopro product its gopros responsibility to help those customers not the merchant who is selling their product at the prices gopro set fourth, how gopro can state otherwise is just inexcusable, from the start I was only looking for a credit or "coupon" from gopro for items they sell for an amount more than the mere $20 they were offering. While we did come to an agreement I still find it hard to fathom that gopro wants to put the responsibility on a retailer that is selling the gopro product for them at the prices gopro sets fourth. As far as I'm concerned the matter is closed, gopro gave me an amount less than the $100 but more than the mere $20 they wanted to give when first contacted, there are other products out like the cube and others I learned that this company isn't there for its loyal customers. Thank you for the help Revdex.com

We've verified that this customer's return package was shipped without the defective camera, and as such, we cannot ship a replacement unit.  The customer has been referred to the GoPro Legal department for any further claims.

This customer has been and is in the process of being helped via our customer management tool in case [redacted].

Initial Business Response /* (1000, 5, 2015/12/24) */
Hi,
We're sorry to hear about your HERO3+ Black Edition having trouble with the update process.
We do our best to help out all our customers in and out of warranty. As we do not offer a repair service, due to the small components...

of the camera and part replacements not being a guaranteed fix, we have other options available such as discounts in lieu of repair costs. Additionally we do want to make sure that the camera is not something that we can replace.
A Supervisor has been notified about this Revdex.com complaint and will be reviewing your GoPro Support case. They will reach out shortly with a followup to hopefully resolve the issue and find a solution.
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (3000, 7, 2016/01/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Was contacted by GoPro and they agreed to replace the camera, I returned my unit on Dec 28, 2015 and am waiting for replacement to arrive.
Final Business Response /* (4000, 9, 2016/01/11) */
Hi,
Thanks for the update on this Revdex.com case. The customer has been in contact with a Supervisor from Customer Support who has provided updates along the way and as soon as they became available.
On Jan 6th the customer reached out for an update on the camera that was returned to us on Dec 28th. It takes approx 2 business days for received cameras to be checked in, that coupled with the holidays lead for expected delays.
On Jan 7th, the customer was replied to explaining the slight delay and that tracking information would be provided asap.
January 11th Tracking information was made available on Customer Supports end and was promptly provided to the customer in an email sent at 9:58am.
The replacement camera is currently slated for delivery by end of day tomorrow in customer's home state.
Many thanks,
GoPro Support
Final Consumer Response /* (2000, 11, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a replacement GoPro camera, the company and the supervisor I dealt with ([redacted]) were understanding and quick to resolve my problem.

Initial Business Response /* (1000, 5, 2015/02/19) */
Hi [redacted],
We are sorry to hear about your frustrating experience with GoPro Support. We do our best to provide a clear and friendly experience and are disappointed to hear you have not received a satisfying answer to your issue.
A...

Supervisor has been made aware of this Revdex.com case and will reach out to you promptly to see what we can do to help out.
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2015/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] in GoPro's Support responded almost instantly, and went above-and-beyond to reach an agreeable work-around. I am very satisfied with the outcome.
Thank you for your help.

This customer's order was delivered on 3/31.  The order was dispatched via FedEx 2-Day shipping (with no shipping charge) as soon as the backordered item was in stock.

An agent will be contacting this customer regarding the HERO4 camera issues.  We'll replace under warranty if appropriate.

Complaint: [redacted]I am rejecting this response because:
 
The warranty information available upon purchasing and the warranty information available at the time of claim did not provide for this exception to the warranty.  This was my argument over and over again when trying to assure that GoPro comply with its obligations under the contract and they refused to provide the warranty information. I had been unable to respond previously and am doing so from home.  I should be ending the supporting documentation during the course of this week, including emails by GoPro and Warranty information in effect at time of purchase and at time of claim.Sincerely,[redacted]

We were able to contact this customer yesterday, 7/20, to process the refund.  The customer was sent 2 free courtesy items as well due to the extended delay in resolving this case..

We've made an exception in this instance and replaced the customer's camera on 7/6.

With the updated contact information, I was able to track down this customer's support case.  We extended an offer to replace this customer's camera on May 27, with a follow-up yesterday, and we have yet to receive a response.  Once we hear back from the customer within the support case, we'll be able to proceed with a replacement.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]...

[redacted]

Initial Business Response /* (1000, 5, 2014/12/10) */
Hi [redacted],
We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code...

used, is provided on a case by case basis. We 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 troubleshooting. The 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 case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled.
A customer sold this code on eBay, and it was then distributed throughout the Internet. It 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 code. We 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 cards. No 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 released. The release of the authorization can take between 3-7 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 matter. This is simply not something we can honor for the reasons outlined above. If 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.)
The reasons that you have outlined does not justify some of the things the company has been doing with regard to this "40% off security breach".
You didn't answer my question as to WHY certain items such as GoPro Hero3s and accessories have been shipped out and received by people with this code (who have ordered on the exact same date when this code was unleashed to the masses). It is UNFAIR to acknowledge the code with regard to other products but not acknowledge everyone else's orders especially if you claim that all orders have been/will be cancelled who have used the code.
Secondly, this is an unjust cancellation. As I have said before, I have not seen ANY notes on your site regarding sudden cancellations of this caliber.
I am not concerned with how the code came about or what its intended use was; this was a design flaw and certainly your fault. I am, however, concerned with the company's wishy-washiness. It is rather SHADY to send out discounted accessories (but not Hero4s) to people who have used the discount code. It is your duty to prevent "theft" but what do you call that?
Besides, no one stole anything here. None of the hundreds of thousands of potential customers who have used this 40% off code knew anything about it or where it came from, so we aren't the thieves here. We shouldn't have to be punished for such a flaw in design and for one person's distribution of the code (and to be honest, no one wonders about where these things come from on the netwe just want a discount on everything).
Also, you claim that it takes XYZ business days for pending charges to disappear on people's CC and Paypal Credit and they've yet to disappear. I am wondering what's taking so long. And I am assuming that it's some shady-business.
All in all, I don't get what you guys are trying to achieve here. If you wanted to cancel orders, cancel them all. But you didn't apparently on accessories and so forth in which the 40% off code was used, so why not be fair and let everyone have their ordered items?
Final Business Response /* (4000, 9, 2014/12/16) */
Hi [redacted],
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. This was not an issue regarding a security breach. This discount code is not a sale, or a promotion. It 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 code. 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 bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any 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 possible. Due 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 time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If 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 matter. This is simply not something we can honor for the reasons outlined above.
Regards,
GoPro Support
www.gopro.com/support
Final Consumer Response /* (4200, 11, 2014/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi GoPro Support Team,
My issue is a matter of fairness. It is not my fault that some items shipped out, while others didn't. I simply wanted my items just as my friends received some of theirs. I don't care about "why" and "how". I know all of that and you continue to repeat what allegedly happened (i.e. the security breach).
Additionally, you never did explain to me cancellation policies (not present on your website). That's unfair to customers as well. If it isn't present, we shouldn't have to have our items cancelled.
I don't think as a company, you have handled this matter very well. For one, you created such a code in the first place, you sent GoPro Hero 3s out (an older version) to people who have used the code, you've cancelled Hero 4 orders, you have no cancellation policies on your website (or at least if you've recently added it, you didn't have any), you kept pending charges on credit cards for over three weeks, and you have refused to own up to or acknowledge any of this in a way that is fair to all potential customers who have used the code. These, in my opinion, are bad business decisions. Customer experience and user experience should be on the forefront of a company such as yours. And as someone who wanted to afford to jump on the GoPro bandwagon, I am honestly appalled by the poor business decisions you have made with regard to this 40 percent off code and its usage. If you couldn't have cancelled them all, you shouldn't have cancelled any. It's incredibly unfair. It would seem that you are stubbornly unwilling to acknowledge the code for GoPro Hero 4s. That is mainly why I am upset. Because while the people that I know had their GoPro Hero 3s for Christmas by using the same code, I had nothing but a pending charge on my credit card.

We cannot provide a refund for items that were not purchased at gopro.com.  We can certainly arrange to have replacement adhesive mounts sent to the customer as a courtesy.
Unfortunately, however, we cannot provide compensation for the damage resulting from applying the mount to a motorcycle helmet.  Per the GoPro Warranty policy[redacted], "In no event shall GoPro be liable for incidental or consequential damages relating to or resulting from the use of this product or any of its parts."  GoPro cannot guarantee the safe removal of adhesive mounts from every conceivable surface; ultimately it is the customer who must verify that a particular mounting location is appropriate, and that any potential damage from the removal of an industrial strength adhesive in that location is acceptable.