GoPro

A support leader has been in contact with this customer today.  We're going to find a solution that ensures the customer has everything he needs to feel comfortable with the performance of his camera. Our sincere apologies for the frustrating communication delays!

Complaint: [redacted]I am rejecting this response because the company lies. I've called every day for over a month. The average hold time is 90 minutes. And if they ever do call back, they do not offer a direct callback number or extension.  The call goes directly to voicemail and the number left is the customer service number. We call back and sit on hold for another 90 minutes. The company purposely makes it impossible to communicate until the customer drops the issue. 
Sincerely,[redacted]

We're replacing this customer's camera via a warranty exchange.  Tracking indicates the customer's camera is en-route.  Once it's received we'll dispatch the replacement camera.

Apologies for the difficulties in getting in touch with an agent!  We'll have someone reach out to directly in order to assist with troubleshooting.

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, 2014/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I understand the circumstance for the cancellation, I am still left in a bind and a tough situation. I am just disappointed that something like this would happen with such a large company. I was extremely excited about this gift for my sister, and as mentioned had purchased all of the accessories for the device to go with it as there was an order confirmation e-mail sent. What troubles me is that there is not a better process for warranty claims and that this was loop hole, or however you want to call, it is allowed to happen. Judging by the response, I was not the only one that was affected by this and I am sure there are plenty of folks out there that are left disappointed.
Final Business Response /* (4000, 9, 2014/12/16) */
Hi [redacted],
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 offer.
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 previously. Once again, this was not our intention, and something that should not have been made available to the public.
Regards,
GoPro Support
www.gopro.com/support
Final Consumer Response /* (4200, 11, 2014/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no proposed resolution here other than to say that they would not honor the code. It doesn't matter if an error was made by the website or whomever it was that allowed for the confirmation email to be sent, it should be honored. I don't have much else to say here other than I am disappointed in not receiving any type of consolation other than an offer for free shipping from their sales representative when shipping was already free. I don't accept the response, and I will no longer do business with this company.

This customer's initial contact was in reference to frustrations with GoPro Studio, our complementary video editing tool.  The email from the representative broke down the initial troubleshooting steps to help identify the root cause of the issue.  The customer's response was as follows:
"R u guys for real? I contacted you nearly 3 WEEKS ago about this issue and only hearing back from you now? Why don't you tell your boss(es) to make the necessary investment to hire a customer service department? Obviously you guys are short staffed.In the meantime, please communicate to them that I am going to escalate my original complaint with your Revdex.com. In addition, I have communicated this issue on my blogs and with other potential customers on social media & networking groups. You have lost my business. There are other alternatives on the market. These firms understand the value of customer support and reputation management. Have a nice day."
While the customer's communication indicates he no longer wishes to work toward a resolution, the case remains open, and we're happy to continue with troubleshooting if he so desires.

Initial Business Response /* (1000, 5, 2015/11/12) */
Hi,
We regret to hear about your frustrating experience with your GoPro camera. We never like to hear that our customers were unable to capture footage on their adventures and want to help as best we can.
A Customer Support Supervisor...

has been notified of this case and will be reaching out shortly to see what we can do to assist.
Many thanks,
GoPro Support

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.
After filing...

the Revdex.com complaint, I have received excellent customer service and a speedy resolution to my issues from GoPro. 
Sincerely, [redacted]

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Hi, 
 
We regret to hear about...

any issues the customer has experienced with his GoPro camera and with communication from GoPro Customer Support. While we do ask for a receipt for warranty exchanges 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, 2015/01/21) */
Hi [redacted],
We're sorry to hear about your frustrating start with your GoPro and want to do our best to help out.
Our Customer Support line is always available to help answer any and all questions about our products and accessories...

and to provide assistance out of the box. Additionally we do our best to let customers know about the needed SD card and what is included in the box via the "whats included" panel on the side of our cameras packaging.
A Supervisor in Customer Support has been notified of this case and will reach out promptly to see what we can do to assist.
Many thanks,
GoPro Support

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]

Complaint: [redacted]I am rejecting this response because I have screenshots of at least 90 minutes hold times over the past 30 days. The company reached out for the first time since this issue occurred. It's going on 2 months and they are just reaching out for the first time. I uploaded my flight logs and received an email that the company is looking into the issue. At this point, I want to recover my losses and move on. But I refuse to accept a 1200 loss. Something should be done on their end. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/10/13) */
Hi [redacted],
We're sincerely sorry to hear you've had continued trouble with your HERO3+ Black Edition cameras. Our main goal here is to enable you to capture life's experiences previously unable to be captured. In your case it appears...

we haven't met our goals.
A Supervisor will be reaching out to your shortly to follow up and ensure everything is properly addressed. Thank you for your continued patience and understanding.
Regards,
GoPro Support
Initial Consumer Rebuttal /* (3000, 7, 2014/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A supervisor emailed me but it was not documented correcyly and again nothing was offered to resolve this and I've asked a few questions regarding the replacement camera but it has not been answered.
Final Business Response /* (4000, 10, 2014/10/16) */
Hi [redacted],
We'll be sure to get those questions answered and document everything correctly moving forward. There was an e-mail sent on the 15th with answers and we'll be sure to send a follow up e-mail to ensure everything has been addressed.
Regards,
GoPro Support

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]

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

 Item showed "In stock" on your website the entire time & even after my complaint-I was able to go to the point of placing an order several times in the days after.  This is misleading to your customers to promise 2 day shipping when you have no stock.Sincerely,[redacted]

We've reached out to the customer and we've been able to get the order dispatched.  The unit shipped 7/10, and has since been delivered.

First and foremost, apologies for the frustration here; there should not have been this much difficulty in obtaining a refund.  
A supervisor contacted this customer on Aug 10 to process a complete refund in the amount of $380.16.  Typically these refunds are posted in 3-7 business...

days, depending on the speed with which the refund is processed and posted by the customer's bank.  I'd expect to see the refund reflected in the customer's account this week.

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 /* (3000, 7, 2014/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't use a promo code, I simply clicked on a link and the camera was advertised at the 40% off cost of 299.99, whether it was a mistake or not gopro advertised this price on their website.
Final Business Response /* (4000, 9, 2014/12/16) */
Hi [redacted],
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 offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. 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.
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.

Looking at the customers order, there is a discount code applied, CSWRCN4H3, which needs to be entered when checking out on our site.
Regards,
GoPro Support
www.gopro.com/support
Final Consumer Response /* (4200, 11, 2014/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you would have read my statement which I clearly see you didn't by reading yours, let me say it again "I DIDN'T ENTER A CODE, I SIMPLY CLICKED ON A LINK AND IT WAS ADVERTISED AT THAT PRICE" if a code was applied to my order than either your website did it, or you just didn't it right now. Also in one of your responses you said it was posted to "Sickdeals" but when I search "Sickdeals" it isn't even a registered domain name. Do you want to continue to lie to your customers instead of admitting to your mistake?

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12450072, and find that this resolution is satisfactory to me. Please send my replacement drone that I will not be able to fly because it is not complete to. 
[redacted]
[redacted]
also I would like my GoPro care refunded at a prorated rate since it did absolutely nothing for me in this situation.Full of hate,[redacted]