GoPro

Complaint: [redacted]I am rejecting this response because:
I'm saddened by this response, and disappointed in GoPro in general.  A $5 mount given to us for the $4,000 ruined vacation.  I don't expect $4,000, never did.  But a spare battery and charger, or waterproof dive housing or something more than just another mount they give free in the box anyway would seem more appropriate.  I want to continue using GoPro for my scuba diving adventures, but I really have no faith in their product right now.  Sincerely,[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, 2014/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this explanation. GoPro's website did not have a disclaimer giving GoPro the right to cancel orders. All online retailer websites have this disclaimer stated on their site. GoPro does not have this disclaimer anywhere. I purchased this camera fairly, I did not steal any code and I am not a thief. GoPro should honor my purchase, if this was not a legitimate purchase the code should not have worked, and I should not have received a confirmation email. Also my funds should never have been placed on hold. GoPro should honor this order and then place a proper pricing policy to prevent this bad customer service situation. I did not receive any email, or acknowledgment about this cancellation for 2 days from placing the order.
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.
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.
Emails were sent out as a courtesy after reviewing individual orders placed using this discount code.
Regards,
GoPro Support

We provided this customer with initial troubleshooting steps on 8/23/2016, and did not receive a response.  We'll reach back out in the customer's initial support case to provide further troubleshooting assistance, and replacement if necessary.

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.)
That's ridiculous. Then why did you honor orders that included accessories and the GoPro 3+??
If it's indeed fraudulent then why did you honor it on some orders but not others?
It's either you honor none of the orders or you honor all the orders, simply as that.
Since I have concrete evidence that you honored some orders, you need to honor all orders.
Final Business Response /* (4000, 9, 2014/12/16) */
Hi [redacted],
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, 2014/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nope, more BS.
For one, GoPro never reserved the right to cancel orders in their Terms and Conditions.
You can't say the coupon wasn't supposed to go out to everyone/be used YET YOU fulfilled orders to get rid of their older models and stupid accessories... Take some responsibility!

Initial Business Response /* (1000, 5, 2015/12/23) */
Hello,
We're sincerely sorry to hear you are having these issues with your HERO3+ Black Edition camera. We never enjoy hearing these situations arise and we'll do our best to ensure we reach the proper resolution.
We do have a one year...

warranty policy and often times cannot allow for replacement after it's expired. With that said, we do treat each situation on a case to case basis and try to help where we can.
A Senior Supervisor will be reaching out to you shortly to ensure everything is handled properly from here on out. Please stay tuned for another e-mail shortly. Thank you for your continued patience and understanding.
Many thanks,
GoPro Support

Initial Business Response /* (1000, 6, 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, 8, 2014/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was not any indication of the potential intention of the coupon code during the ordering process. By entering a promotion code, the ordering page from gopro.com only showed that it's accepted or rejected. From my perspective, there is no way to verify if the code is valid or not based on the code itself. Upon receiving the order confirmation email, as well as the payment showing on my bank account, it was considered that GoPro had accepted the order.
I didn't find any language on gopro.com and order page regarding the order cancelation policy from GoPro.
As an "A+" rated company from Revdex.com, I believe that GoPro should handle this case more professional, rather than implying that customers are "stealing code" or "defrauding anyone".
In addition, GoPro still hold the funds from my credit card as of today. And on 12/10/2014, there was a second charge from gopro.com appeared on my bank account.
I cannot accept the explanation from gopro.com. I still demand GoPro to fulfill the order by shipping the item within 7 business days or refund $730 as a penalty.
Final Business Response /* (4000, 11, 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.
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.
Looking at your customer record, there is only one order placed, NAXXXXXXXX, for $315.89. Please reach out to your bank regarding the second charge. If follow up is needed from GoPro, please call or or start a support case.
Regards,
GoPro Support
www.gopro.com/support
Final Consumer Response /* (4200, 13, 2014/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business actually didn't propose any viable solution other than cancel the order.
The business continuously explain that the discount code is not a sale or promotion but still, from the order page, there is no determination of such language. The order was accepted successfully instead as well as the credit card payment.
One thing is worth mentioning:
The business talked about the online deal website which distributed the discount code. But here is something contradictory. There were customers reporting that they received accessories and Gopro Hero 3 even Hero 4 with the same discount code and were not questioned about "agreement of exchange". So may I know the reason why GoPro treated the customers differently?

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

Hello, This customer placed one order with us in March of 2017, and besides that we have no records of any other contact with them until June 14th when they inquired about the Trade Up Program. By that time the promotion had ended. The Trade Up Program was a web based promotion and users could not...

call in to place the order. They had to use the website which is documented in one of our systems. There is no record of any transaction or even authorization for this customer going off of First/Last name, or [redacted] as the email address. 
We will not be honoring the promotion as there is no record of any order placed, or any customer support contact from this customer during the time of the promotion.

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]

We received the request to cancel this customer's account on January 2.  The account has been cancelled, and no charges after January 2 have been (or will be) charged.  The January charge has been refunded, per the customer's interaction with our support team on January 5.  Previous...

charges for this subscription service cannot be retroactively refunded, and we've taken all steps to ensure that further charges will not occur.

Revdex.com:I have reviewed the response made by the business in reference to undefined ContextualSpelling" id=7 data-gr-id="7">complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Appalling customer service after buying a go pro hero 5 and finding it's faulty - loads of complaints of starting on its own and wasting battery completely - making the product useless!!! Tried liaising with customer services - rude dismissive responses and then nothing when you refer to the uniform commercial code and they're obligations - they don't give a [redacted] about they're customers

We are currently reviewing this case and a Supervisor will be contacting the customer directly. The camera is out of warranty, and we have offered our highest discount, but regardless, we will reach out to the customer to work towards a solution.
 
Many Thanks,
 
GoPro Support

Initial Business Response /* (1000, 5, 2014/12/23) */
Hi [redacted],
We're sincerely sorry to hear you had trouble with your original HERO4 camera! Our main goal here is to enable you to capture experiences you were previously unable to capture. In this case it sounds like the RMA process...

has been rather drawn out and for that we apologize.
A Supervisor will be reaching out to you shortly to take over your Support Case and address any further issues. Please work with them to find a resolution. We'll do everything in our power to ensure you receive your replacement by Christmas.
Regards,
GoPro Support

Initial Business Response /* (1000, 5, 2015/01/05) */
Hi [redacted],
We are sincerely sorry to hear you are experiencing these issues with your HERO3+ Silver Edition camera! Our main goal is to get you up and running with a new camera as quickly as possible.
Typically we are very strict in...

regards to the one year warranty period but we do treat every case on a case to case basis. We'll have a Supervisor look over your case and reply shortly. They will ensure everything is handled from here on out!
Thank you for your continued patience and understanding.
Many thanks,
GoPro Support

We are in the process of recovering [redacted] camera so that we can evaluate it and replace it if there are no signs of water damage and we are unable to resolve the issues.
 
He has been provided a pre-paid FedEx shipping label and an RMA form to send the camera in. We believe he rejected our last message because we are still in the process of recovering his camera.We will wait for the camera to arrive and then work directly with the [redacted] to come to a resolution. 
 
Just to reiterate, we will replace his camera if we can not resolve the issues and there are no signs of water damage.
 
Regards,
 
GoPro Support

Initial Business Response /* (1000, 5, 2015/09/14) */
Hi,
We regret to hear about the lost GoPro camera and the difficulty contacting GoPro Support.
We would be happy to help in any way we can and will research the issue with the customer. At this time we cannot find any GoPro Support case...

associated with the customer email or name provided in this Revdex.com case.
A Supervisor has been notified of this case and will be reaching out to the customer shortly.
Many Thanks,
GoPro Support

I worked with this customer directly on June 20th to reach an applicable solution. We were not able to send back the specific camera the customer sent us, but we sent back out a new working replacement of the same HERO4 Black Model, and a complimentary mount as a form of compensation. As their...

original Trade Up Order was cancelled, they were never charged for it so a refund wasn't necessary. 
The customer got the same model camera they sent us with a housing, battery, charging cable along with the free mount for compensation. He was happy with the solution.

Complaint:[redacted]I am rejecting this response because:
I think go pro is trying to shelter itself on things like this but there's no way 1000's of refurbished, manufacturer guaranteed products are being sold without pro pro's involvement, even if it pertains to supply.  They are acting on your behalf in large scale selling and the way I was treated isn't fair.
 
Sincerely,[redacted]

Our sincere apologies - it appears this customer's email was captured incorrectly, and so follow-up emails were directed to the wrong email address.  We'll be reaching out to the correct email address to assist this customer.