GoPro

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.)

Initial Business Response /* (1000, 5, 2014/12/11) */
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 h
as 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.)
I bought a GoPro camera and water housing as advertised on slickdeals.net for $239 on Dec. 7th and today I was informed my sale was cancelled
I bought a GoPro camera and water housing as advertised on slickdeals.net for $239 on saturday Dec. 6th and today december 9th I was informed my sale was cancelled due to "issues". I understand that the code was deactivated, however,1) it was active and on a legitimate website when purchased, 2) it was legitimately bought from the GoPro site, 3)funds were deducted (held) as soon as the purchase went through, 4) now I have missed other numerous black friday discount deals because of this and 5) I have now missed out on taking holiday pictures for the family because my GoPro order was cancelled!! GoPro should honor this price as good business for this inconvenience!!!
Final Business Response /* (4000, 9, 2014/12/16) */
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 offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees.
As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the code. At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider.
We offer this discount to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting.
We were trying to review many orders as quickly as possible. Due to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs.
Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above.
Regards,
GoPro Support
www.gopro.com/support

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

Cross-shipping was not available for this customer's unit due to a temporary backorder of replacement stock.  Attempts to communicate updates to the customer were met with racist and abusive language, resulting in an inability to convey fully updated information.  The replacement unit has...

since shipped, and according to FedEx tracking, will be in the customer's hands this week.
GoPro does not provide upgrades for units with potential defects, but replaces them with like model cameras (per the warranty terms, found here: https://gopro.com/help/articles/Block/Warranty-Information).

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, 2014/12/09) */
Contact Name and Title: [redacted] , Supervisor
Contact Phone: XXXXXXXXXXx7290
Contact Email: [redacted]@gopro.com
Hi
We are very sorry to hear about the issues that have arise. The 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 period. Our instructions and rules regarding this coupon are sent during communication with our support team, and not listed on our website. If [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 directly. All orders placed on GoPro.com are subject to review. The authorization on the credit card will drop off in 3-7 business days. If 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 /* (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 employee. As soon as my order was successfully submitted and my card was charged you are automatically agree it. I never gave you authorization to cancel my order, it is no any information that you reserved rights to cancel my order a any time. I did all screenshots of you terms of you, privacy policy and other pages.
Final Business Response /* (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 verified. This 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 cancelled. No funds were collected on this cancelled order. Depending 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 /* (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 ebay. This code was successfully applied with out any restrictions. As I sad early by your policy you can not cancel my order, I'll send a copy of your terms and conditions page. As soon as you accept my order you are agree with terms the same as me.

Initial Business Response /* (1000, 5, 2014/12/11) */
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 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

An offer for replacement has been extended to the customer via his support case

Initial Business Response /* (1000, 5, 2015/04/16) */
Hello,
We're sincerely sorry to hear that you are having issues with your HERO3 Black Edition camera. It certainly appears you've had a negative initial experience with our Support Team. Our main goal is to ensure that you are taken care of...

while still within our policies.
A Senior Supervisor will be reaching out to you shortly to work directly with you to help from here on out. Please look for an e-mail shortly and work directly with them to resolve everything.
Thank you so much for your understanding and patience.
Regards,
GoPro Support
Initial Consumer Rebuttal /* (3000, 7, 2015/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one has contacted me in the last 5 days. It looks like they are trying to buy some time hoping the case will be close by it self. Nothing unexpected from Gopro!
Final Business Response /* (4000, 9, 2015/04/27) */
Hello,
We reached out to [redacted] via e-mail on April 17th and hadn't heard anything from him until this latest update. We just made contact over the phone and re sent the e-mail that was previously sent. He has received the e-mail and will be replying with the information requested.
We are working towards a resolution and now have an open line of communication via e-mail.
Thanks,
GoPro Support
Final Consumer Response /* (2000, 11, 2015/05/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Problem solved. Thank you for great customer support.

My apologies for the extended wait time while trying to contact a support agent.  While we do experience periods of high customer contact volume, the GoPro Support department always strives to deliver first-rate customer support to all GoPro customers.  We're happy to address any concerns...

this customer might have via the contact channels available here: [redacted]
Alternatively, many customer issues can be addressed via the GoPro Support Hub [redacted] or self-service articles ([redacted]

Initial Business Response /* (1000, 5, 2014/03/20) */
Hi [redacted],
Very sorry to hear of any trouble experienced with the camera as well as with our support.
We handle each support ticket on a case by case basis. Granted this may create some inconsistencies in the outcome of a case,...

it is ideal because it allows us to include all of the events and nuances surrounding the issue, to identify the route cause. This rings especially true when faced with an issue around excessive force or impact, something that isn't covered under warranty. We try to help each customer out as much as possible, in all situations.
Seeing as the camera was such a recent purchase, we have asked a supervisor to take over your case to ensure all angles and all facts are investigated thoroughly to take a second look.
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 Consumer Rebuttal /* (3000, 7, 2014/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This code was obtain from slickdeals.net. I have used that website many times and have never had this type of problem. This code never stated that it was for replacement of cameras. If this was a fraudulent code it should have never been accepted and asked for my credit card information or been processed as far as it did. Gopro is just not willing to support their mistakes and for that now people will not get their Christmas presents. Hope they are proud of themselves.
Final Business Response /* (4000, 9, 2014/12/16) */
Hi [redacted],
Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees.
As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the code. At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider.
Regards,
GoPro Support
www.gopro.com/support
Final Consumer Response /* (4200, 11, 2014/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, if the code never specified those terms. If this suppose to be used like this then there should have been mention of this before. Once again a company caught in a lie and trying to back track.

This customer's replacement item has shipped, and is expected to arrive today (Friday, 6/23)

Hi! We sent in a complaint with the name Mark Campbell regarding our karma GoPro drone....

We are writing to say that we finally got ahold of someone from Go pro who overnighted us a drone (which was our request thru you).  We don't want you to pursue our complaint as they have resolved the issue. The phone number on the complaint is either [redacted] or [redacted]. I don't have any information other than my own to help you Find the complaint so please feel free to reach out to us with questions. Again, we have resolved the issue ourselves and no longer need assistance from Revdex.com.
 
[redacted]

Initial Business Response /* (1000, 5, 2015/03/02) */
Hello,
We apologize for any inconvenience or frustration experienced while working with our Support team. A 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 /* (2000, 7, 2015/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They reached out and fixed the issue. Realizing that I had reached out prior to their warranty expiration they are now sending me a replacement.

Initial Business Response /* (1000, 13, 2014/10/27) */
Hi [redacted],
We're sincerely sorry to hear you've been experiencing these issues so far with your GoPro HERO3 Black Editon. Our main goal here is to ensure you have a working camera so you can get back out there and capture life's...

experiences!
A Supervisor will be taking over your Support Case and following up with you shortly to be sure everything is resolved. Thank you for your continued patience and understanding.
Regards,
GoPro Support
Initial Consumer Rebuttal /* (3000, 15, 2014/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They sent me an email asking questions they already had answers to. I responded with everything they wanted again. Waiting to see what they are going to do to resolve the issue.
Final Business Response /* (4000, 17, 2014/11/06) */
One of our Supervisors has reached out and is working towards a resolution.
We have offered to make an exception to our Warranty Policy and have the camera sent in for us to troubleshoot. If we are unable to get the camera up and running we have agreed to replace it under warranty.
Customer has agreed and is moving forward with this offer.

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, 2015/07/09) */
Hello [redacted],
We are sorry to hear about the recent less than satisfactory experience. A GoPro Customer Support Supervisor is looking into your case, and will be following up with you shortly. We look forward to providing you with the...

high level of support that GoPro is known for!
Many thanks,
GoPro Support Team
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is very disappointing to say the least. We paid a lot of money for this camera, it's never worked and then GoPro treat us like dirt and expect us to jump through time consuming hoops just to get a new working camera. They don't care about the inconvenience this has and is causing by not having a working camera and have gone out of their way to be difficult.
Final Business Response /* (4000, 9, 2015/07/17) */
A Supervisor from our Customer Support department has contacted the customer via email, and has presented multiple solutions to expedite a warranty replacement. These options have included: cross-shipping (sending a replacement in advance of receiving the defective unit) while using an expedited shipping method, and exchanging locally where purchased (possibly the fastest method). These solutions are within the scope of our warranty and provide every expedited option we have available. At this time, the customer has not accepted any of these solutions, and has only expressed interest in speaking with a Supervisor via phone. To fulfill this request, a Supervisor's number and hours has been communicated to the customer to contact us at his convenience, as he would not provide a phone number upon request. We look forward to reaching a resolution with the customer once they are able to make contact with us via phone.
Final Consumer Response /* (4200, 11, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company's response to nothing but lies. I work 6 days a week and cannot be reached by phone. When I do call the number provided, nobody answers. I've tried calling over a dozen times. That is why they don't have a number to reach me during business hours and this has been explained to them multiple times. Their clams to have presented multiple solutions is also a lie. All they've done is sent emails with phone numbers to call them but they don't answer. They are making things up as they go and I still have a broken camera. They are rude and horrible at their job.

This customer's recall has been processed.  The item was returned to Best Buy on 11/17.  The customer provided the return receipt for documentation.

Initial Business Response /* (1000, 5, 2015/12/17) */
Hello,
We're sincerely sorry to hear that you did not receive your recent order! We'll make every attempt to get to the bottom of what may have happened.
We do have processes put in place when these types of situations arise so...

please do be patient. Tracers can take upwards of 3 business days to complete and we need to do this before moving forward with another order.
A Senior Supervisor will be reaching out to you shortly to ensure everything is handled properly and efficiently from here on out. Please look for another email from them shortly. Thanks again for your continued patience and understanding.
Many thanks,
GoPro Support