GoPro

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, 2015/11/23) */
Hello,
We're sincerely sorry to hear that you lost your HERO3+ Black Edition while fishing! While our warranty policy does not cover lost cameras we'll do everything we can to help out.
A Senior Supervisor will be reaching out to...

you shortly to ensure everything is handled properly and as quickly as possible. Please look for another email soon.
Many thanks,
GoPro Support

Complaint: [redacted]I am rejecting this response because:
recived another refurbished unit. The power button is slanted in you can feel it is not even with the top like the last 2 were and it will not stay connected. Get error messages every time I try to connect to it. Sincerely,[redacted]

This customer has provided a fraudulent proof of purchase, altered emails, and shipped a package without the necessary camera included in an attempt to obtain a new camera.  We will not be providing any products or monetary compensation to this customer.  Further correspondence with this customer has been directed to the GoPro legal department.

Initial Business Response /* (1000, 5, 2015/08/18) */
Hello,
We're sincerely sorry to hear you are experiencing issues with your GoPro camera. Based on your description it sounds like we may be able to fix the problem with some troubleshooting.
Our main goal is to ensure you have a...

camera that works every time you need it to. A Supervisor will be reaching out to you shortly to troubleshoot the issues you're seeing and offer solutions if the camera still will not perform as expected. Please work directly with them to reach this resolution.
Many thanks,
GoPro Support

Initial Business Response /* (1000, 5, 2015/01/05) */
Hi [redacted],
We are sorry to hear about the loss of your GoPro while Snowboarding.
Here in GoPro Support we are always happy to work with our customers to better understand what happened and see what we can do to help out.
A...

Supervisor has been made aware of the issue and is building a Support Case to better assist you. They will be reaching out shortly.
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (3000, 7, 2015/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like a proper response stating whether or not I will be getting my requests
Final Business Response /* (4000, 9, 2015/01/20) */
Hi [redacted],
One of our Supervisors in Customer Support reached out on 1/5/15 to try to gather further information in an effort to assist as best we can.
At this time we have still not received a reply back to initial email sent out. The Supervisor who reached out has been notified of the update and will attempt to reach out again via the email address provided in this Revdex.com case.
We are also happy to work with you over the phone if you would like to contact us via the link below. You can reference the same email address, and any Representative can pull up the Support case created by the Supervisor and pick up where he left off.
https://gopro.com/support/telephone-numbers
An additional email will be sent out shortly to attempt another follow up.
Many thanks,
GoPro Support
Final Consumer Response /* (4200, 11, 2015/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing has been done yet

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class=p1>Hi, 
 
We regret to hear about any issues the customer has experienced with his GoPro camera and with communication from GoPro Customer Support. While we do ask for a receipt for warranty exchanges 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

Hi, 
We regret to hear about any frustration you have experienced with your GoPro camera, and return attempts. Unfortunately we do not have control over other retailers return period and policies, however we do offer a 30 Day money back guaranty for all orders placed through GoPro[redacted]...


In this case the order was not placed through our website and as such we have no way to offer a refund. A Customer Support Supervisor has been notified of this Revdex.com complaint and will be following up with the customer to see if the issue is resolvable through troubleshooting or another solution. 
 
Many thanks, 
GoPro Support

Initial Business Response /* (1000, 5, 2015/08/07) */
Hello,
We are sorry to hear of your GoPro Support experience. A Support Supervisor from our team will be looking into your existing GoPro Support case, and will be reaching out to you through it. We look forward to resolving any issues and...

providing you with the high level of service we are known for.
Many thanks,
GoPro Support Team
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since submitting a complaint to Revdex.com there has been no communication from GoPro to me. The above response mirrors what I was told prior to making a complaint. While they make it sound as if they are trying, they were never, ever able to make their products work and went so far as to say three of the four devices were defective. Because they claimed them to be defective I was encouraged to purchase new product. That product did not work satisfactory and I did receive a refund for it. The fact remains that I do not have a working camera. In good faith I sent back a working camera for credit, but now lack a working camera.
Final Business Response /* (4000, 9, 2015/08/15) */
We sincerely apologize for the delay in communication. A Support Supervisor is now in contact with the customer and is working with them to ensure their satisfaction in the matter is met. We were informed by the customer on the 13th of August that they would be traveling, and that we could expect a delay on further communication. We look forward to their return and working together to resolve any and all concerns.
Final Consumer Response /* (2000, 11, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial response seems to be very reasonable but I would like this to play out before closing.

Initial Business Response /* (1000, 5, 2014/12/10) */
Hi [redacted],
We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used,...

is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims.
This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled.
A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated.
We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method.
Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this Revdex.com case.
Regards,
GoPro Support
www.gopro.com/support
Initial Consumer Rebuttal /* (3000, 7, 2014/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is still a pending authorization on my Chase card ending in 9997 for over $550 as of today. I did not purchase any codes on ebay or visit any fraudulent coupon sites, this coupon was on the Facebook wall on GoPro
Final Business Response /* (4000, 9, 2014/12/16) */
Hi [redacted],
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. As this order was canceled, 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.
If this authorization has still not dropped off, please reach out to your bank. If the bank is unable to release the authorization, please reach out to us via a support case.
Regards,
GoPro Support
www.gopro.com/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. As per your desired resolution, we would be happy to send a letter to your house, which we will do shortly.
Regards,
GoPro Support
www.gopro.com/support
Initial Consumer Rebuttal /* (2000, 7, 2014/12/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Great, I'd love a letter.
I'd also like it to explain why some orders using that "fraudulent" code WERE honored selectively (like accessories and go pro 3s) and only go pro 4s were canceled orders. Additionally, the cancelation email I received seems very unprofessional. There was no claim that this code was for what go pro claimed it was for, and there were no terms or conditions associated with this code. The fact that go pro selectively honors or eliminates orders associated with this code is ridiculously unprofessional, and clearly shows how green this company is.
Hire a lawyer, make some terms and conditions that assert that gopro can cancel orders at its discretion and in the future protect yourselves. The fact that gopro lacked these conditions, policies, and terms and conditions makes me believe that my order should have been honored and I will be filing a complaint with my attorney general over this breach.

A technical support representative from GoPro's headquarters will be contacting this customer today at the requested number.

Initial Business Response /* (1000, 5, 2014/10/08) */
Hello [redacted],
We're very sorry to hear about the water damage to your camera! We do want to ensure that your Support Case is handled appropriately and that every detail is weighed against our Warranty Policy.
It appears you've...

already been in contact with one of our Supervisors. Please work directly with them to reach a resolution and let us know if you have any further questions or concerns. Thank you for your patience and understanding!
Best regards,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2014/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I heard from a VERY NICE supervisor, [redacted] yesterday who has offered a full replacement. I have received a federal express label to return the ruined camera with the promise of receiving a new camera. Assuming I receive the new camera, I will consider this case closed with a positive resolution thanks to [redacted] at GoPro.

Complaint: [redacted]I am rejecting this response because: they can exchange the product they sold me on their website faster than sending me to sandisk to file an exchange.
what if?
If I bought a t shirt from them and it had holes in it, would they send me to the t shirt manufacturer that made the shirt? same concept in this scenario.
additionally, they will take back the entire order under their satisfaction guarantee. but they wont take back the sd card individually. Sincerely,[redacted]

This customer's order was delivered 3/31.  While the order was placed with 2-Day shipping, the unit was not currently in stock.  As soon as the item was available to ship on March 29, it was sent out via FedEx 2-Day shipping.

Initial Business Response /* (1000, 5, 2014/11/21) */
We're sorry for any frustration or confusion regarding this order. Unfortunately we were unable to process it due to our VIP program terms and conditions. Per the conditions (available at http://gopro.com/vip-terms-conditions), there is...

a limit of 2 camera purchases at the discounted price per year. Our records indicate the 2 camera limit has been reached this year, with orders placed on 8/16 and 9/2. Additionally, this third order was billed and shipped to a third different person, which is another violation of our terms and conditions, which states that this program is for personal use and not for friends and family.
Also, per the VIP terms and conditions, All VIP Orders must go through an approval process that can take up to 7 business days. All credit card transactions require an authorization hold to verify sufficient funds; this is not a charge, and is released upon the closing of an order. A support supervisor will be reaching out to you via your support case; should you have any further questions or concerns please don't hesitate to let us know.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The terms were confusing and not made clear at the time I placed my order. My funds were withdrawn immediately and were not returned until days later. I guess I understand if your company has certain special requirements in order to partake in special promotions, but GoPro should probably improve your online ordering system so that if you are not going to allow someone to purchase then they should not be able to complete their order,at the time of the order. Rather than be given a confirmation number, have their funds withdrawn and then days later receive a vauge email stating their order was "closed".
Aside from "not being allowed to order" my main source of frusteration is the lack of communication and service from your company! The vauge email I referred to indicated something about not being able to hip to a PO Box and a 2 camera limit. Again, this was very confusing to me as I was not trying to have it delivered to a POB and this was the first and only Camera I have ever ordered from GoPro. Obviously I had questions about why GoPro was rejecting my order. I sent an email to the address provided and also called the main phone number on the order page but was told that because this was a VIP order, there was NO PERSON who could talk to me. I was also told there was no additional number I could call to discuss this issue with anyone. I did not receive a response email by that night so I sent a second email. 48 hours went by and this was during business days, but still not a word from GoPro. I even called again but still no one would help me. It was not until I made a claim with Revdex.com that I FINALLY received a response from GoPro.
After all of this poor service and confusion, I think its only fair that GoPro honors my order at the promotional price. Had GoPro been more efficient and clear about the ordering requirements, it would have saved this potential customer a lot of greif!
Final Business Response /* (4000, 9, 2014/11/28) */
Thanks for the follow up. This order was cancelled because it violated our terms and conditions. Terms and Conditions for our VIP program are agreed to upon registration, and as such all terms are not only put forth before any order is placed, they are agreed to before it's possible to place an order.
There were already 2 cameras ordered through this account this year, which is the maximum number of cameras available at the discounted rate per year. The first, sales order# SO-XXXXXXX, was placed 8/16/2014 for a HERO3+ Silver Edition camera and various mounting accessories. The second order, sales order number SO-XXXXXXX, was placed on 9/2/2014 and was for a HERO3+ Silver Edition camera, 2 mounts, and an LCD Touch BacPac accessory. The order in question (order number SO-XXXXXXX) was for a 3rd camera, which puts the account over the limit clearly stated in the terms and conditions of the program. Further, this third order was set to be billed and shipped to an individual other than the one registered with the VIP program. This is another violation of the previously accepted terms and conditions, which states that the VIP program is only for personal use and not for friends and family. The order in question was placed at 8:51AM on 11/15, and at 8:51 on 11/15 the following email was sent to the customer:
"Your recent VIP Order has been closed.
PLEASE REMEMBER: All orders MUST ship to a physical address, we cannot ship to PO boxes. There is a 2 camera limit per calendar year. No friends or family are included in this offer. Pricing is not valid with any coupon code offer.
If you feel this order was closed in error, please contact [redacted]@gopro.com.
The GoPro Team"
As this order violates our VIP program's terms both in purchase quantity and in the sharing of discounts with individuals outside of the program, the order cannot be placed at the discounted rate. Please feel free to reach out with any questions.

Initial Business Response /* (1000, 5, 2015/07/16) */
Hello,
We apologize for any inconvenience or frustration you have experienced. A GoPro Customer Support Supervisor will be reviewing your case and will contact you via the existing GoPro support case. We thank you for your patience and look...

forward to resolving this issue.
Many thanks,
GoPro Support Team
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
GoPro started with a niche product that caught on, making the developer a millionaire. Now they have expanded beyond their ability to maintain quality products, by trying to please every small segment of available markets. I am fed up with the lack of quality product, and the lack of service to repair or replace defective goods. I've spent a lifetime with an American product made in Wisconsin that knows what defect will show up long before any consumer finds it, and is ready to look after that consumer immediately. If GoPro can't do that, they don't deserve our business.
Since dealing with GoPro I have registered three separate cameras. The first, a GoPro HD, still has partial function, but no offer of repair of service when I complained about the functional deficits.
My registrations with the same e-mail address, and info have been lost in their database every time. Again, there is no record of my existence in their service section. I do, however receive e-mail advertising of their "new, exciting," but overpriced products, and the weekly video, picture accolades.
I will be satisfied when the camera is replaced.
Final Business Response /* (4000, 9, 2015/07/22) */
Hello,
Let's cover a couple items referenced in the most recent inquiry. First, while we certainly did start as a niche product, we've only ramped up our quality processes with each respective camera release. Our main goal here is to take every measure to ensure the customer have a working camera so they can continue to capture life's moments. Quality is a priority and we stand behind our product.
Registration of the camera is simply a way to update it to the most recent software. There is a check box during this update that allows the customer to sign up for our Newsletter. This is an election and the customer can always unsubscribe if they would like to.
A Senior Supervisor has already reached out to this customer on July 17th outlining how we can help. We look forward to hearing back from them soon so we can move towards a resolution. Please note the above customers e-mail address was used but the message may have been sorted to the Spam Folder.
Many thanks,
GoPro Support
Final Consumer Response /* (2000, 11, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although their solution is somewhat less than desired, it will resolve the immediate need. I have received a shipping label, and RMA number, so will be sending my non-functional camera back immediately.
They talk about registering, and upgrades to software. Three times I have registered, three times my info has been lost or deleted. However, new release news, and video accolades arrive regularly in my e-mail.
Just one more dent in customer service.
Thank you Revdex.com for valuable help to reach an agreement.

Initial Business Response /* (1000, 5, 2014/07/30) */
Hi [redacted],
We're sincerely sorry to hear you are running in to trouble with your HERO3 Silver camera. We make every effort to resolve the issues as quickly and painlessly as possible. We pride ourselves on this and certainly apologize...

if a representative was not helpful. A 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 /* (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 /* (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 /* (4000, 14, 2014/08/07) */
HI [redacted],
We are very sorry to hear you haven't received our message. The customer support supervisor sent you an email on July 30th at 11:42 am. We 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 out. After 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 /* (2000, 16, 2014/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because: we have not gotten a complete resolution as they are still investigating the issue with the device.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/07) */
Hello,
We are sorry to hear of your GoPro Support experience. A Support Supervisor from our team will be looking into your existing GoPro Support case, and will be reaching out to you through it. We look forward to resolving any...

issues and providing you with the high level of service we are known for.
Many thanks,
GoPro Support Team
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since submitting a complaint to Revdex.com there has been no communication from GoPro to me. The above response mirrors what I was told prior to making a complaint. While they make it sound as if they are trying, they were never, ever able to make their products work and went so far as to say three of the four devices were defective. Because they claimed them to be defective I was encouraged to purchase new product. That product did not work satisfactory and I did receive a refund for it. The fact remains that I do not have a working camera. In good faith I sent back a working camera for credit, but now lack a working camera.
Final Business Response /* (4000, 9, 2015/08/15) */
We sincerely apologize for the delay in communication. A Support Supervisor is now in contact with the customer and is working with them to ensure their satisfaction in the matter is met. We were informed by the customer on the 13th of August that they would be traveling, and that we could expect a delay on further communication. We look forward to their return and working together to resolve any and all concerns.
Final Consumer Response /* (2000, 11, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial response seems to be very reasonable but I would like this to play out before closing.