GoPro

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.

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]

Initial Business Response /* (1000, 5, 2015/07/30) */
Hello,
We are sorry to hear about your recent support experience. A GoPro Support Supervisor will be looking into it and will contact you via the existing support case. We look forward to resolving these issues and providing you with...

the world class support we are best known for.
Many thanks,
GoPro Support Team
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi GoPro,
Today August 3rd,2015 , someone from fedex came to my house and delivered an item from GoPro USA.
Exporter:
Contact Name: [redacted]
Telephone No.: XXXXXXXXXX
e-mail: [redacted]@gopro.com
Company Name/Address
GoPro
[redacted] XXXXX
However when I opened the "crushed" box, I see there's a USED GoPro Hero 3+, and there's a sticker on it as a prove that this camera belongs to somebody else. (For your information, my camera is GoPro Hero 4 Silver)
There's mis-handling happened from your end. And now somebody's camera is on my hand, I believe mine is on somebody else's hand now.
I have gone on a trip without having a camera on July 25th, 2015, and I have another trip in 1 week time. I am asking that you send me the RIGHT camera with FULLY WORKING condition BEFORE my trip in one week.
Else, send me the "Loan" unit which match with my camera specification from local warehouse in Singapore so that at least I can have camera this time.
It is pretty clear that you are having issue with your process in handling warranty claim. Please sort this out.
Thanks and best regards,
[redacted]
Final Business Response /* (4000, 15, 2015/08/21) */
A Product Specialist is working with the customer to come up with solutions for his particular issue. As the issue they are experiencing stems from a unique use-case, we are offering creative solutions (including courtesy products) to alleviate the problem.
The camera which was received by the customer was tested by our Product Specialist and was found be within tolerance in regards to the audio issue the customer is facing. We are working to get the customer a camera which exceeds our tolerances, as this may help with his particular use-case.
We look forward to providing the customer with support and product(s) that will allow them to get the most of their GoPro camera in this specific use-case.
Many thanks,
GoPro Support Team
Final Consumer Response /* (2000, 17, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have yet to received the items on hand and currently overseas. However I'm good with the proposed resolution, GoPro has informed me that they have shipped the replacement yesterdya. Look forward to have a good working set.

Initial Business Response /* (4000, 8, 2014/12/16) */
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 Business Response /* (1000, 5, 2015/05/07) */
Hello,
We're sincerely sorry to hear about the issues you are currently experiencing with your HERO3: Black Edition camera. Our main goal is to ensure you have a working camera to continue capturing life's moments previously unable to be...

captured.
A Senior Supervisor will be reaching out to you shortly to take over the already started Support Case. Please work with them towards a resolution. Thank you for your continued patience and understanding.
Many thanks,
GoPro Support

While the customer is well outside the time window, we're going to make an exception in this case and provide the customer with a 30-Day Guarantee refund.

The customer's faulty unit was replaced with a fully operational unit per the terms of the GoPro warranty[redacted]).  Warranty replacement units are shipped after thorough testing from a different warehouse, and in warehouse packaging (versus retail packaging), but are considered new units.

Initial Business Response /* (1000, 5, 2014/12/24) */
Hi
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 as agreed to by the customer through the support case, 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 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. We were un able to locate any support case where this customer received the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled.
This was not an advertised sale or promotion by GoPro, nor was the code found anywhere on gopro.com. One customer sold this code on eBay after we agreed to provide them with the code through a support case. It was then fraudulently spread throughout the Internet on discount and sale websites, such as "sickdeals.net" 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 or take advantage of anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent this situation 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.
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

Complaint: [redacted]I am rejecting this response because: The warranty in effect at the time of purchase (December 2016)  and at the time of filing the internal claim in Go Pro in May 2017 did not specifically exclude water damage. See exhibit 1, Warranty document attached hereto.  I have several communications with goPro in which they alleged that the warranty specifically excluded water damage.  I requested that such document be sent to me because the warranty documents I had been provided by goPro did not contain such exclusion.  See email attached hereto as Exhibit 2.  After I kept insisting on obtaining the warranty which contained the exclusion for water damage, on May 23, 2017, GoPro admitted that they did not have documents which contain such exclusion to the one year warranty.  See email form GoPro attached hereto as Exhibit 3 Thus, it is quite disingenuous of this business to refer the bureau to what appears to be a newly created document which provides for such exclusion, ans which was not in effect at the time of purchase.  
Should GoPro not resolve this matter in this forum, I shall go before the local administrative agencies against GoPro and [redacted] for selling merchandise under false pretenses with respect to warranties. 
Sincerely,[redacted]

The customer has indicated that the disputed funds have been returned to him by his bank; there are no longer funds in dispute.  
GoPro is bound by law to collect the appropriate sales tax for all purchases.

Complaint: [redacted]I am rejecting this response because: I contacted your company via phone twice. The unit was purchased from BestBuy with cash. I told your employee this over the phone. Looks Like I have to suffer because you don't keep records, honor warranties and your products fail.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 /* (3000, 7, 2014/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If this was a "stolen code," GoPro would not have accepted the thousands of orders it received for outdated models and accessories and shipped them. Instead, GoPro chose to allow customers who allegedly were not intended to use this code to purchase high profit items from GoPro with the "stolen code." GoPro also prejudiciously chose to cancel orders that used the code only if they ordered the GoPro4. GoPro's selection of who could use this "stolen code" was based not on the who received the code, but instead, on which items were purchased.
And so, this company falsely advertised and chose to renege on contracts with customers based solely on profit margin for the company.
Final Business Response /* (4000, 9, 2014/12/16) */
Hi [redacted],
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.
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.
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, 2014/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
False advertising and selective shipping based on product. In other words, GoPro was glad to advertise and honor their 40% off coupon for low demand items GoPro was trying to get rid of. But for a high demand item, GoPro would not honor said coupon. These bait and switch tactics that only benefit GoPro and seem illegal and deceitful should be cause for a class action law suit.

Initial Business Response /* (1000, 5, 2015/12/09) */
Hi,
We regret to hear about any frustration this customer experienced. While we cannot combine different promotions, 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 Consumer Rebuttal /* (2000, 7, 2015/12/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My hope is that this time they will carry through on the promise to send me the items that were promised me when I made my purchase on Cyber Monday.

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 itself. For 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 camera. Thus, it can not be returned as this process has been completed. It 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 choice. We have stepped outside of bounds of our policies not once, but twice. The first time was when we offered a discount towards the purchase of a new camera in exchange for his out of warranty unit. The 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, 2015/07/22) */
Hi,
We're sorry to hear about the miscommunication regarding your GoPro camera replacement. Reviewing your case with GoPro Support we see that after troubleshooting we did offer to exchange your camera under warranty and sent you an email on...

4/3/15 requesting information necessary to begin the replacement process. We did not receive a reply from you after that email was sent. It seems the email might have gone into a spam folder and you might not of seen it. We would be happy to help complete the warranty process. Please reply to the last email you received from GoPro Support when you get a chance. Additionally, we will have a Supervisor from GoPro Support reach out to you shortly.
Many Thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The offer was all I was asking for. And I thank Revdex.com for helping me resovlve this issue.

Initial Business Response /* (1000, 5, 2015/09/01) */
Hello,
We're sincerely sorry to hear you are experiencing problems with your HERO3: Black Edition camera! Our main goal here is to ensure you get a new camera in your hands so you can continue capturing life's moments.
Please understand...

that we do have strict policies put in place surrounding the 1 year warranty period. With that said we do treat each situation on a case to case basis and we'll do our best to provide you options.
We'll have a Supervisor reach out shortly. They will be taking over your Support Case to ensure everything is taken care of from here on out. Please work with them directly.
Many thanks,
GoPro Support

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!

Our records indicate this refund was submitted on 6/21, and posted no later than 6/27.  Further delays are typically due to processing on the bank end (often 5-10 business days from the time the refund is submitted).  The customer's refund should be available in their account at this time.  A supervisor has reached out to the customer to verify that this is the case.

Revdex.com:
The process has been extremely frustrating and was only resolved...

after the complaint was filed with Revdex.com. However, with regards to the response:
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]

Unfortunately, this is not a situation in which we can provide a replacement camera for the customer. 
 
The terms of the GoPro Warranty ([redacted]) indicate that the camera is protected under warranty for one year.  This customer's...

camera is about a year outside of the warranty period.  Despite this, we stepped outside of our policy and offered a significant discount (40%) toward the purchase of a new GoPro camera in order to offset the costs of getting back up and running.  Our discount offer is still available if the customer is interested in taking us up on it.