GoPro

Initial Business Response / [redacted] (1000, 5, 2015/03/02) */ Hello, We apologize for any inconvenience or frustration experienced while working with our Support teamA Support Supervisor will be reviewing the details, and will contact you through your existing GoPro Support case Many thanks, GoPro Support Team Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) They reached out and fixed the issueRealizing that I had reached out prior to their warranty expiration they are now sending me a replacement

Initial Business Response / [redacted] (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 numberFrom looking into the situation, it looks as though the warranty process had already begun with you before we received thisWe 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

I'm sorry to hear you've had trouble getting us on the phone! We'll be certain to have a representative reach out tomorrow to discuss this customer's product In the meantime, some battery basics for the HEROcamera can be found here for a HEROBlack: [redacted] And here for a HEROSession: [redacted] Of note:"Actual performance may vary based on settings, environmental conditions and other factorsMaximum battery capacity will normally decrease with time and use." We'll reach out to answer any other questions this customer may have

Initial Business Response / [redacted] (1000, 5, 2014/12/11) */ Hi [redacted] , We are sorry for any inconvenience caused by the cancellation of this orderOur order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount codeThe code used, is provided on a case by case basisWe 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 troubleshootingThe 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 caseThis customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the codeAccordingly the order was cancelled A customer sold this code on eBay, and it was then distributed throughout the InternetIt 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 codeWe 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 cardsNo 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 releasedThe release of the authorization can take between 3-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 matterThis is simply not something we can honor for the reasons outlined aboveIf 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 / [redacted] (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 warrantyAs 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 costsAdditionally 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 caseThey will reach out shortly with a followup to hopefully resolve the issue and find a solution Many thanks, GoPro Support Initial Consumer Rebuttal / [redacted] (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, and am waiting for replacement to arrive Final Business Response / [redacted] (4000, 9, 2016/01/11) */ Hi, Thanks for the update on this Revdex.com caseThe 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 28thIt takes approx 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 / [redacted] (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

We're replacing this customer's product via a warranty exchange

Initial Business Response / [redacted] (1000, 5, 2014/12/09) */ Contact Name and Title: [redacted] , Supervisor Contact Phone: XXXXXXXXXXx Contact Email: [redacted] @gopro.com Hi We are very sorry to hear about the issues that have ariseThe coupon code that was applied is not a generic coupon for the public to use, but rather a specific coupon for a customers who damage their cameras or are out of our warranty periodOur instructions and rules regarding this coupon are sent during communication with our support team, and not listed on our websiteIf [redacted] has an issue with a camera they currently own and is eligible for a discount, they will need to contact our support team This is not a discount we are able to process for this customer, as it was not issued to them directlyAll orders placed on GoPro.com are subject to reviewThe authorization on the credit card will drop off in 3-business daysIf you would like to place a new order, we would be happy to offer free expedited shipping Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Coupon was applied, it was not any restrictions to use this coupon and it was published by one of your employeeAs soon as my order was successfully submitted and my card was charged you are automatically agree itI never gave you authorization to cancel my order, it is no any information that you reserved rights to cancel my order a any timeI did all screenshots of you terms of you, privacy policy and other pages Final Business Response / [redacted] (4000, 9, 2014/12/15) */ Hi, The discount code entered when placing your order is authorized on a case-by-case basis and as such, would need to be approved individually once authorization for use of the code has been verifiedThis discount code was auctioned by an individual who illegally sold the generic code to a number of individuals on eBay; it was then fraudulently spread throughout the Internet on discount code websites and other social forums The withheld funds you may see on the account that was used for payment is merely a pending authorization, and you will not be billed for any amount on an order that was cancelledNo funds were collected on this cancelled orderDepending on the credit card company or method of payment that was used, this pending charge will typically disappear and be reinstated within a few days As you have called in and spoken to multiple supervisors, you are aware we are not able to honor a discount code that was not authorized for you to use Regards, GoPro Support www.gopro.com/support Final Consumer Response / [redacted] (4200, 11, 2014/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wait a minute, this code was published by one of your employee, I did not buy it on ebayThis code was successfully applied with out any restrictionsAs I sad early by your policy you can not cancel my order, I'll send a copy of your terms and conditions pageAs soon as you accept my order you are agree with terms the same as me

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

Complaint: [redacted] I am rejecting this response because:You and your supervisor are telling me two different stories upon reviewing the flight logThe supervisor is telling me that “it was not fully connected to GPS” you are telling me that “it was connected to GPS” now I’m confused and am not sure who to believeThe only thing I do understand is that you will not replace the entire thing even though I have insured the droneI am still asking for a full replacement.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/12/11) */ Hi ***, We are sorry for any inconvenience caused by the cancellation of this orderOur order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount codeThe code used, is provided on a case by case basisWe 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 troubleshootingThe 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 caseThis customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the codeAccordingly the order was cancelled A customer sold this code on eBay, and it was then distributed throughout the InternetIt 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 codeWe 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 cardsNo 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 releasedThe release of the authorization can take between 3-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 matterThis is simply not something we can honor for the reasons outlined aboveIf 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 / [redacted] (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 itGood to see you came up with a good solution thanks

Initial Business Response / [redacted] (1000, 5, 2014/12/16) */ Hi ***, We are sorry for any inconvenience caused by the cancellation of this orderOur order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount codeThe code used, is provided on a case by case basisWe 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 troubleshootingThe 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 caseThis customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the codeAccordingly the order was cancelled A customer sold this code on eBay, and it was then distributed throughout the InternetIt 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 codeWe 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 cardsNo 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 releasedThe release of the authorization can take between 3-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 matterThis is simply not something we can honor for the reasons outlined aboveIf 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 / [redacted] (3000, 7, 2014/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) GoPro, if unauthorized and potentially fraudulent use of a warranty discount code was used, then all orders using this code would have been canceled When in truth all accesory orders were left to be fulfilled and shipped, along with any order that did not contain your flagship GoPro Hero 4, which I ordered I'd not be filing this complaint had you contacted all customers involved and been truthful and transparent about what you guys were really doing Had I ordered a Hero camera, we'd not be having this discussion You're pulling the wool over your potential customers eyes, as well as trying to lie through the Revdex.com about what actually happened here regarding this whole event You had no terms and conditions listed on your website regarding promo codes which can/can't be used for certain orders I'd ask you again to reinstate my order with the 40% promo code appliedIs that gonna kill ya? Final Business Response / [redacted] (4000, 9, 2014/12/19) */ Hi ***, 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 offerWithout having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributedThis discount code is not a sale, or a promotionIt 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 We were trying to review many orders as quickly as possibleDue 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 timeWe are allowing customers to keep any orders that did ship out, as we did collect paymentIf 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 matterThis is simply not something we can honor for the reasons outlined above Regards, GoPro Support www.gopro.com/support Final Consumer Response / [redacted] (4200, 11, 2014/12/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) You can come up with any story you want toWhen it comes down to it, GoPro is making up all of this as they goThere were no terms and conditions regarding canceling an order that used a promo code Please honor my original order

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

Initial Business Response / [redacted] (1000, 5, 2014/12/23) */ Hi ***, We're sincerely sorry to hear you had trouble with your original HEROcamera! Our main goal here is to enable you to capture experiences you were previously unable to captureIn 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 issuesPlease work with them to find a resolutionWe'll do everything in our power to ensure you receive your replacement by Christmas Regards, GoPro Support

Initial Business Response / [redacted] (1000, 5, 2014/07/30) */ Hi ***, We're sincerely sorry to hear you are running in to trouble with your HEROSilver cameraWe make every effort to resolve the issues as quickly and painlessly as possibleWe pride ourselves on this and certainly apologize if a representative was not helpfulA Supervisor will be reaching out to you shortly to ensure everything is being handled appropriately and in an efficient manner from here on out Thank you for your continued patience and understanding Many thanks, GoPro Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would love to talk to a supervisor Consumer Response / [redacted] (3000, 12, 2014/08/06) */ Had replied and told me a supervisor would be in touch shortly and haven't heard a word Business Response / [redacted] (4000, 14, 2014/08/07) */ HI ***, We are very sorry to hear you haven't received our messageThe customer support supervisor sent you an email on July 30th at 11:amWe would kindly request you take a look at any spam and junk filters or folders your email inbox may have to see if the email was accidentally filtered outAfter receiving your update here, we requested the supervisor reach out to you with a phone call as well, which he should be doing shortly Our apologies for any additional frustration Many Thanks GoPro Support Consumer Response / [redacted] (2000, 16, 2014/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Unfortunately we cannot provide a refund in this instance, as the customer's Karma Drone was purchased from [redacted] ***, not GoPro, and we cannot refund for products purchased from a different retailer We did, however, provide complementary parts to assist the customer after his crash We'll be more than happy to address this customer's further concerns as well; an agent will be reaching out this afternoon

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 meSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ Hi ***, We are sorry for any inconvenience caused by the cancellation of this orderOur order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount codeThe code used, is provided on a case by case basisWe 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 troubleshootingThe 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 caseThis customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the codeAccordingly the order was cancelled A customer sold this code on eBay, and it was then distributed throughout the InternetIt 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 codeWe 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 cardsNo 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 releasedThe release of the authorization can take between 3-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 matterThis is simply not something we can honor for the reasons outlined aboveIf 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 / [redacted] (3000, 7, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's ridiculousThen 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 / [redacted] (4000, 9, 2014/12/16) */ Hi ***, 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 codeAt the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to billIf no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelledAny 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 possibleDue 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 timeWe are allowing customers to keep any orders that did ship out, as we did collect paymentIf 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 matterThis is simply not something we can honor for the reasons outlined above Regards, GoPro Support www.gopro.com/support Final Consumer Response / [redacted] (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 accessoriesTake some responsibility!

Complaint: [redacted] I am rejecting this response because I have screenshots of at least minutes hold times over the past daysThe company reached out for the first time since this issue occurredIt's going on months and they are just reaching out for the first timeI uploaded my flight logs and received an email that the company is looking into the issueAt this point, I want to recover my losses and move onBut I refuse to accept a lossSomething should be done on their endSincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/01/05) */ Hi [redacted] , We're sincerely sorry to hear you are seeing issues with your GoPro camera! Typically we must strictly follow are warranty policy in regards to replacing camerasThis is especially true when verifying proofs of purchase because our warranty is non transferrableWe need to verify the customer is an original owner of the camera (or at the very least the gift was given new in box) It does appear you did provide us a receipt (which is great!) and it looks like the warranty instructions have been e-mailedRegardless, we will have a Supervisor go over the details provided in your Support Case and take it overPlease work closely with them to ensure everything is handled Thank you for your patience and understanding Many thanks, GoPro Support Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our concern with this business still standsThey would not be honoring our legitimate warranty claim if we did not produce a receipt even though this camera was gifted to us brand newWe were fortunate to be at the store with the grantor when it was purchased for us or else we could not have obtained a receipt as would typically be true of giftsGoPro should have a procedure to honor their warranties in the case of giftsNo one would buy this item as a gift if they knew this expensive camera would not work more than a year and GoPro will not honor warrantiesWe thank the store for helping us obtain a receipt, which they did not have to doFurther, GoPro has not yet replaced our camera with one that is workingUntil we see that happen, our complaint stands open Final Business Response / [redacted] (4000, 10, 2015/01/08) */ Hi [redacted] , We certainly understand your positioning hereWe are always very understanding in regards to receipts and giftsIn your case it appears we may have held to firm and we sincerely apologize for that We are glad to hear you managed to obtain a receipt and the warranty process has already been put in motionA Supervisor followed up with you earlier today with a tracking number showing your replacements are on their way Hope you have a great weekend! Many thanks, GoPro Support Final Consumer Response / [redacted] (2000, 12, 2015/01/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/01/02) */ Hi [redacted] , We are sorry to hear about your new HEROcamera not functioning correctly out of the box, and equally disappointed to hear you have had a difficult time getting back up and running through GoPro Support A Supervisor is currently looking in to your case to try and understand what happened and will reach out to you shortly with a resolution Many thanks, GoPro Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Case resolved after your involvementThank you