GoPro

The customer did not receive a refurbished unit.  Warranty replacement units do not come in traditional retail packaging, as they aren't units intended for resale, and don't include many of the small accessories that came with the originally purchased camera (typically the customer retains...

these items and trades out only the faulty item).  This was last explained to the customer when he called in on [redacted]. This is in line with GoPro's warranty policy, found here: [redacted]Per the policy: "GoPro products and accessories are guaranteed against manufacturing defects one (1) year from the original date of purchase. GoPro's sole obligation in the event of such defects during this period is to repair or replace the defective part or product with a comparable part or product at GoPro's sole discretion."

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.

Initial Business Response /* (1000, 5, 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 Consumer Rebuttal /* (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 3 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 applied. Is that gonna kill ya?
Final Business Response /* (4000, 9, 2014/12/19) */
Hi [redacted],
Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees.
We offer this discount to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting.
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, 2014/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You can come up with any story you want to. When it comes down to it, GoPro is making up all of this as they go. There were no terms and conditions regarding canceling an order that used a promo code.
Please honor my original order.

A cancel request has been submitted internally to the appropriate team, along with a refund request. 
The customer declined to walk through the steps with our agent to manually close the account on the customer’s end.  This can cause delays in cancellation/refunds on the backend. ...

We’re working to resolve those now, and the refund should be posted shortly.

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]

Complaint: [redacted]I am rejecting this response because:
Prior to sending back the Hero 5 I was told by a Gopro representative that the discount would be refunded otherwise I would have sold the Hero 5 by other means. I have had several conversations with GP reps and continuously have received inaccurate information. Also the discount for the hero 5 is $100 not $50. If I cannot resolve the matter, I will proceed to the litigation process. I have several witnesses including co workers that have overheard the conversations pertaining to the information provided. I have never seen the trade up policy in response to whats being suggested by GP now. Apparently it wasnt in clear view as the representative could not provide this information prior to returning the Hero 5. If you believe you have a policy that allows you to steal then think again.... Ill let the courts decide whats ethical in this matter if Gopro refuses to acknowledge the situation as outlined.  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  I do not understand how they held the camera for over 3 weeks.   Three  weeks to find a replacement camera is unacceptable business practice.The camera At this point in time Has got to be acceptable, as I do not believe it gets any better.  The noise has been reduced to a 1/10.    I have posted the video on the community forum, we will see what the community thinks of the sound quality.   I for one, know you can't do any better.In the e-mail, We had discussed a complementary mount, to offset the price out of pocket to ship it back (again),  Perhaps the mount is in the mail,   as this point in time I see now such mount.The replacement cameras, have general come with a battery,  Had the camera not come with a battery it would have been disappointing however it was not a sure thing.    Not coming back with the mount or the battery is simply salt in the wound.They received my camera august 13,  I received the replacement September 1'st.I also take specific note, of the number of posts I see re: helicopter noise, and how poorly it is being dealt with,  the number people one camera 3 or 4, and the number of people still struggling with the defective product. Customer support is still trying to deny the situation.WEEKS   after I sent the camera in they asked me for ANOTHER sample video.  They already had my camera. They then tried to verify the conditions of the sample.It is not complicated.    If the WIFI is turned on,  the camera records a ticking noise. If the WIFI is turned off the noise disappears.  There is no need to request multiple samples. [redacted]as the big name company, I expected more.The noise is nearly gone, and likely as good as it will get.    Later I will be forced to "DIY"   fix the $500 camera at home.The videos of the three sources are[redacted]   First camera   OH MY GOD  8/10[redacted]      2nd camera     4/10[redacted]   3rd camera     1/10The camera is of acceptable condition.  The file was opened   June 24th, it is now September 1st. I had expected the complementary mount that was agreed upon, and had hoped for the spare battery that comes with most cameras.   I got NEITHER.History of the event is here   [redacted]their staff is still playing dumb with everyone having the same problem. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Your people NEVER called me as you said they would. Please stop passing the buck and contact me direct yourself, this is ridiculous. 
I looked at the battery suggested usage and time tabes before I tried calling your company in the first place and well before I filed a complaint with Revdex.com due to Gopro's non existent customer service. I feel that my cameras battery life is well below that of what is show on the table. If I take the unit off the charger at 100% and walk to my car before I ever even take video that batter is typically down to 90%. Thats maybe 5 minutes of non recording/picture taking.
 
Initially my call to Gopro was to get assurance that the battery life was normal, and then to help me find a case product that would allow me to charge the unit while it's mounted. So now due to your terrible customer service you have not only lost a sale but totally pissed of an existing customer.
[redacted]

Initial Business Response /* (1000, 5, 2014/12/08) */
Hi [redacted],
We're sincerely sorry to hear you are running in to trouble with your HERO3 camera. There should be no problems replacing your camera under warranty once we've attempted the troubleshooting. One of our Supervisors will be...

reaching out to you shortly to ensure everything is handled appropriately and in a timely manner.
Many thanks,
GoPro Support

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 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, 5, 2014/12/15) */
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, 2014/06/18) */
Hello [redacted],
We're very sorry to hear you've experienced issues with your GoPro camera. If there was any mishandling of your case we'd like to sincerely apologize and ensure everything is taken care of in a positive manner from...

here on out. Our main goal here is to ensure each customer is provided with a top tier service experience.
In order to remedy your situation we will have a Supervisor reach out to you shortly. They will get you squared away with a new warranty replacement camera and can absolutely take care of any other questions or concerns you may have.
Regards,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2014/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We're reaching out to this customer this afternoon to investigate the source of the issue, and get a working camera in his hands.

While occasionally we do experience hold times of several minutes, we'd be happy to help resolve the difficulties you're experiencing with your GoPro.  A support agent can assist in troubleshooting the root cause of your no-power issue and walk you through the process if it's determined to be a...

warranty-eligible issue.  We can be reached by phone or by chat via the contact channels here:
[redacted]
Our US hours of operation are (PST):
Monday – Friday, 6:00am – 6:00pm,Saturday & Sunday, 7:00am – 4:00pm

The customer has an issue with a SanDisk product, which we do not manufacture. As such, we unfortunately cannot provide warranty service.  Per the customer's last communication with GoPro on October 17, he's sent his microSD card to SanDisk for warranty service, as they're the original...

manufacturer.  They'll be fulfilling his warranty request.

[redacted] [redacted]
Our records indicate this order was shipped via FedEx 2-Day.  The package was shipped on 5/18 at 12 AM and delivered 12/19 at 1:45 PM. However, upon reaching out to the warehouse, I was able to determine...

that the shipping was switched to FedEx Ground, as the customer's location would allow for quicker shipping via this method.  We're in the process of refunding the difference in shipping cost.

Initial Business Response /* (1000, 5, 2014/12/11) */
Hi [redacted],
We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used,...

is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims.
This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled.
A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated.
We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method.
Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this Revdex.com case.
Regards,
GoPro Support
www.gopro.com/support

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]