GoPro

If the customer wishes to place a new sales order and apply the TradeUp credit from his previously submitted used camera, we can provide a $100 discount toward a HERO5 Black, or a $50 discount toward a HERO5 Session.

My apologies for referencing an updated warranty policy; the appropriate verbiage as it relates to the policy referenced by the customer is as follows:
"This warranty does not apply to products damaged by misuse, accident, or normal wear and tear."
Failure to properly seal before submersion in water falls into the above-mentioned standards for a warranty claim.  However, I'd like to make an exception in this instance and provide a warranty exchange for the damaged camera.  A representative will be contacting the customer shortly.

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

 Business has contacted via email me with instructions that do not correspond to my initial issue(s). They "claim" that it took them several weeks to contact me due to incorrect "email capture".  Seems very disingenuous since I've left my phone number with their customer service department with a request that someone in management contact me (as their "technician" seemed at a loss to even understand my concern and, then, failed to send me a "fix" via email as per her promise).  They also have ALL of my contact information (or should) since I also registered on their web site. 
I don't think these are bad people - but, it's so painfully obvious, that they can't or won't invest in $ to hire a proper customer service department. It's been a nightmare dealing with this technical issue. A phone call from upper management would be helpful. But, who am I kidding, that's never going to happen.Sincerely,[redacted]

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.)
Thank you, I actually know for a fact the code was first posted on facebook and trustpilot.com which is where im pretty sure the ebay sellers found it. Good to see you came up with a good solution thanks.

Initial Business Response /* (1000, 5, 2016/01/26) */
Hi,
We regret to hear about any frustration this customer experienced. While several issues delayed the delivery of this replacement, a new camera has been shipped and will be delivered shortly.
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, 2016/01/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
One week later after contacting with Revdex.com services, the Customer Support Supervisor contacted me by email saying that the new camera had been shipped and offering me a complimentary mount of my choice. He deeply apologized for the frustration experienced during the last 2 months.
The new camera arrived the next day after the email as expected!
Thank you!

Hi, 
 
We regret to hear about any issues with the replacement camera the customer has received. While upgrades are not available under our warranty policy we would be happy to work with this customer and get a working camera in his hands as soon as possible.
 A Supervisor has been notified of this case and will be reaching out to the customer shortly. 
 
Many Thanks, 
GoPro Support

Our sincere apologies for the delays on this order, and for the frustrating experience in attempting to contact us.  We'll be following up internally with regard to the confusing statements made to the customer (it's not our policy to decline to inform customers about information such as queue...

times, expected ship dates, etc.)
A new order was placed 4/26, receipt of the customer's camera was verified and applied to the TradeUp order on 5/22, and the customer's new camera has been dispatched.  It's estimated arrival date is tomorrow, 5/25.  A supervisor will be reaching out to the customer directly to set up an order for a complementary accessory.

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.)
My credit card was charged it went through the pending and as per federal law you should honor the order. Also cancellations are not covered in your terms of service when I purchased the product so again as per federal law GoPro is required to fulfill the order since I was charged and the order was processed. Please process the order otherwise I will look at further legal actions against your company as it is also noted and proven that GoPro did not cancel all orders with this code, orders with a 3+ or accessory purchased after my purchase were fulfilled so to say you were not honoring the code for anyone who was unauthorized is untrue and unfounded. Please fulfill your promise your company made, ethically GoPro should follow through with a payment they accepted.
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.
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 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, 2014/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The terms and services say nothing about coupon code use as of the date purchased. GoPro updated their terms and services after the coupon code was used and they cancelled my order. I have a copy of the terms and services from the day I purchased the item both via screenshot and as a document and there is no mention of you will not be able to accept these terms and services agreement without authorization of a coupon. The simple fact is that GoPro has violated federal law in relation to charging a card and taking money for an item and then not shipping the item. Also in the terms and services the company does not have a cancellation policy which according to federal law if a consumer has a charge the company is legally accepting responsibility for fulfilling the order as per the agreement of a legally binding purchase. GoPro's ethical decision to only fulfill Hero 3+'s and Accessories and not fulfill Hero 4's product just proves the dishonesty and lack of ethical responsibility that Revdex.com businesses are agree to uphold as a member and just proves the company was trying to get rid of old product and not fulfill any new product at the discounted price. I will be reporting GoPro for this incident to the federal trade commission and hope Revdex.com reviews their membership as they lack serious ethical and customer relations.

Complaint: [redacted]
I am rejecting this response because: I did not receive a new camera as GoPro claimed. I received a USED camera. It has markings on it from being in a camera housing case which GoPro were made aware of and did promised to process me a new camera. They claimed I should not have received a camera in a brown box but one in its original casing. They clearly state in emails that I will receive a NEW camera and not a refurbished camera but still sent a refurbished camera to me after I sent them a Brand New camera that was used once and found to be defective. I refuse to accept anything less than what I paid my hard earn [redacted] American dollar for. I refused to be bullied by this company and be given anything less than a new camera because it is what I paid them for. Not a lesser quality.   
Sincerely,
[redacted]

This camera was not lost 
your mount failed and I have prof of that 
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:After speaking with my attorney and carefully reviewing Gopro's Trade up policy in connection with what was previously told to me by representatives prior to sending back the original Hero 5 I don't feel comfortable with placing a second order for another Hero 5 based on loosely saying what the process will involve now. If what they claim is true, please put it in writing and email it to the address you have on file. From whats being told to me by my attorney the policy for the trade up is skewed at best as it mainly benefits GoPro and not the consumer. The policy appears to be sketchy. With that said, I will attempt to resolve this matter quickly. You have up to 72 hours to email me with what exactly will happen if/when I decide to purchase a Hero 5 and list any discounts that will be applied. Please ensure it contains the senders contact information for accountability. Note: no further correspondence will be sent to the Revdex.com after the 72 hour period has lapsed, and we will move directly to the litigation process.
Sincerely,[redacted]

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.   They were skow, but very nice and they resolved my issue. In fact, they went above and beyond.Sincerely, [redacted]

This customer contacted us July 7 requesting tips for better videos while snorkeling.  During that discussion the customer did not request to return the camera.
If the customer would still like to process a return, we'll be happy to oblige.

Initial Business Response /* (1000, 5, 2014/11/19) */
Hi [redacted],
We're sorry to hear about the loss of your camera, and the difficulties in finding an amicable resolution. I'll be passing [redacted] case along to be reviewed by a supervisor, and you should be hearing from us soon. Please be...

sure to keep an eye out for an email from one of our team members and we'll see if there's anything more we can do to help.
Initial Consumer Rebuttal /* (2000, 7, 2014/11/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hi [redacted],
My name is [redacted] and I'm the customer support representative tasked with handling escalated complaints. Your recent Revdex.com complaint was brought to my attention and I wanted to reach out to see what I could do to help. I'm very sorry to hear about the lost camera and the footage it contained. As the two reps you spoke with previously stated, our warranty policy does not cover damage or loss due to impact. However, due to the fact this was your first use, I'd like to take a step outside the warranty policy to get a replacement HERO3 Silver Edition sent your way.
To get the process started, follow the below link to enter your return shipping info for the replacement:
ENTER ADDRESS HERE
Additionally, please reply back with your return shipping address in the body of your email in the following format:
Name
Street Address
City
State or Province
Postal code
Country
Phone number
Once we hear back we can move everything along. Let me know if you have any questions.

Many Thanks,
[redacted] M
GoPro Support
http://gopro.com/support
Thank you so much Revdex.com. I have received my replacement camera, and very happy. That's all I wanted from the very beginning. Again THANK YOU !!!

A system error appears to have kept this refund in a pending state for some time.  We've processed the refund, and it should be refunded to the customer within the timeframe specified by the customer's bank.  We've reached out to the customer to communicate this as well.

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The drone flight logs indicate no manufacturing defect that led to the lost drone, rather environmental factors and potential pilot error.  
 
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.  We cannot replace the unit.

Again, per the TradeUp program's terms and conditions [redacted] ownership of the previous camera is transferred to GoPro at the time GoPro receives the Eligible Used Device.  This customer's Eligible Used Device was recieved and processed, and a $100 discount was applied to the customer's subsequent order.  At this time the Eligible Used Device has been processed, and cannot be returned.
I apologize for any confusion caused my the phrasing of our previous response. While we cannot apply the TradeUp discount to refurbished products; the discount is applicable to HERO5 Black (at a 4100 discount) or HERO5 Session (at a $50 discount) cameras.

Initial Business Response /* (1000, 5, 2014/10/16) */
Hi [redacted],
We're very sorry to hear you were running in to problems with the discount code we provided you. After looking in to this Support Case it appears you were given a code specific to Europe. You've already been in...

communication with Burgundy and it looks like everything has been resolved.
Please work directly with Burgundy moving forward if you have any further questions or concerns.
Regards,
GoPro Support

Complaint: [redacted]I am rejecting this response because It took three months for the company to acknowledge that my item was defective. I needed the item for school and GoPro did everything they could to not fix my problem. Over 30 plus emails, loading videos on the web and having to wait for days before a response was given I was able to return it back to the store I bought it from on the 90th day since my purchase. Thank goodness for a company that stands behind their customers. GoPro doesn't do that...Sincerely,[redacted]

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]