GoPro

Initial Business Response /* (1000, 8, 2016/01/13) */
Hi [redacted],
We're sincerely sorry to hear that you've had ongoing issues with your HERO3+ Black Edition camera for some time now. In looking at your Support Cases it also appears we haven't done our best to provide an acceptable resolution...

and for that we sincerely apologize.
A Supervisor will be taking over your most recent Support Case and reach out to you shortly. Please look for another email in the coming hour. We look forward to finding a resolution that works for both parties.
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 10, 2016/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
GoPro has contacted me via email and said they will be sending me a replacement of my camera. I have not received it yet but am hopeful that they will send me a new one.

Complaint: 1[redacted]I am rejecting this response because:You and your supervisor are telling me two different stories upon reviewing the flight log. The 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 believe. The only thing I do understand is that you will not replace the entire thing even though I have insured the drone. I am still asking for a full replacement.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/19) */
Hi,
Thanks for bringing this case to our attention. We regret to hear about any frustration caused in reaching out to GoPro Support.
A Supervisor has been notified of this case and will be reaching out to the customer shortly....


We can see that previously a Supervisor did reach out and try to reconcile the situation by making an exception and offering our largest discount available of 40% and did not receive a reply back to the offer.
For all out of warranty cameras, or situations, we do try our best to help out and have discounts available as a way of meeting our customers in the middle where an outright replacement is not possible.
Your case will be reviewed and a followup email from another supervisor will be sent shortly.
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the offer from GoPro. They were understanding of my complaint and resolved it to my satisfaction.

Water damage is explicitly excluded from warranty coverage. The warranty can be found at [redacted] Here is the excerpt for this situation:
"Because of possible user resealing error, this product is not warrantied against waterhousing leakage or...

any resulting damage. Please review and follow the instructions carefully when sealing the waterhousings!"
 
While this is not covered under warranty, we did offer to provide the customer with a discount towards the purchase of a new camera with a 40% discount in exchange for their water damaged camera.

Initial Business Response /* (1000, 5, 2015/03/13) */
Hello,
We're sincerely sorry to hear you and your daughter have had such a negative experience with us regarding your recent return. Based on the information we've received from our Accounting Team the refund has been processed. ...

However, it appears it's still not showing on your end so we'll need to dig a little deeper to find the root of the cause.
Our main goal here is to ensure you receive the refund as quickly as possible and repair the relationship with you both. You have many of our cameras and truly enjoy the product! We'll do our best to ensure you feel that way about our Customer Service as well.
A Senior Supervisor will be reaching out to you shortly to address your concerns and they will be working closely with our Accounting Team to process the refund for you.
Again, please accept our sincerely apologies for the long delay. We do understand this is something that can be very frustrating. Thank you for your continued patience and understanding.
Regards,
GoPro Support

Complaint: [redacted]I am rejecting this response because:Go Pro...

received the package containing my camera on [redacted]. I have attached proof that it was signed for on that date. I made over 12 attempts to contact Go Pro to find out the status of my replacement camera. Each time I was told they were still processing the claim. It wasn't until May 25 th (almost 1 1/2 months after receiving my camera) that I was notified in an email that they claimed they never received my camera. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/12) */
Hello,
We're sincerely sorry to hear about the issues you are experiencing with your HERO4 Black. Our main goal is to diagnose what may be going wrong and to replace the camera with a new fully tested unit if need be.
A Supervisor will be...

taking over your current Support Case and reaching out to you shortly. They will ensure everything is taken care of in an efficient manner. Please work with them from here on out.
Thank you for your patience and understanding.
Regards,
GoPro Support

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.

Initial Business Response /* (1000, 5, 2015/10/27) */
Hello,
We apologize for any disrespect you may have felt in working with our Support Team, as well as any other frustrations experienced in the process. A Support Supervisor is looking into your existing case and will be reaching out to you...

through it. We look forward to reaching a resolution with you.
Thank you,
GoPro Support
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have emailed me and brushed off the disrespectful attitude of the support staff. They offered 40% off a camera for which I have 90 days to use. They should offer at least 50% off a camera and the associated accessories (mount and floaty door) which were also lost due to their false advertising.
Final Business Response /* (4000, 9, 2015/11/12) */
Losing a camera in the water during it's use is never a pleasant experience. While we make mounts and accessories (Camera Tethers and Floaty Backdoors) to safeguard against such losses, it is ultimately up to the user to make sure the camera is safe and in their possession at all times. In this case the customer's camera was lost while kayaking, when the camera and the mount it was attached to fell into the water. The camera did have a Floaty Backdoor attached to help float the unit should it fall into the water, however the mount attached to the camera (Jaws Flex Mount) is not able to be floated by the Floaty Backdoor accessory as pointed out in our "Using the Floaty Backdoor" support article (http://[redacted]). Also, a tether was not used in this case, which may have kept the unit from ever reaching the water.
While this loss is not something that can be covered under warranty, as all units involved are outside of their 1 year warranty, but more so because the loss was not due to a manufacturing defect, rather improper use of the product, we do like to help in such situations by offering a discount on a new camera. In this case, our highest available discount of 40% off the purchase of a new HERO4 was offered.
While there was some confusion between our Support Representatives and the customer regarding which mounts are able to be floated by the Floaty Backdoor (as the Jaws Flex Mount is made of 2 parts: one, the Gooseneck which can be purchased separately and is able to be floated by the Floaty Backdoor accessory, and two, the Clamp portion which when coupled with the Gooseneck does not float), ultimately the camera was lost while using an incompatible mount. As a show of goodwill for the miscommunication, we offered to send out no-cost replacements for the mount and accessory lost, adding to the highest available discount offer of 40% of the purchase of a new HERO4.
We look forward to reaching a resolution with the customer, and hope to get them back up and running with a camera ASAP.

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. I submitted the compliant because of the run around and lack of support I was given.  Sincerely, [redacted]

We are in the process of replacing this customer's camera. We have also provided multiple courtesy mounts since this is the 2nd time we have to replace the camera. The replacement cameras are new and tested units to ensure full functionality. They are packed in a smaller box, not retail packaging,...

since all we need to replace is the camera itself. We will continue to work with this customer and we will make sure to monitor his most recent RMA so that it gets completed quickly.
 
Regards,
 
GoPro Support

While the camera remains well outside the warranty period that would allow for replacement, our discount offers remain (TradeUp ends June 11) if the customer wishes to take us up on either of them.

Initial Business Response /* (4000, 13, 2016/04/05) */
Hi,
We regret to hear about your disappointing experience with our GoPro cameras and Customer support case, and especially that you are having trouble with the replacement camera as well.
A Supervisor in GoPro Support has been updated...

about this case, and will be reaching out shortly to make sure we have you up and running with a working camera as quickly as possible.
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 15, 2016/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agreed to send back the replacement camera that was sent to me for them to trouble shoot the problems. But I am not holding mu breath that I will get a working camera back. But I will play their game "AGAIN"

This customer’s replacement unit was shipped, and arrived on 4/**.  Our records indicate no further correspondence, and we consider the matter resolved.  If there are further issues, we’re happy and ready to address those.

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, 2016/02/03) */
Hi,
Thank you for bringing this case to our attention.
We regret to hear about your camera ceasing to work correctly after performing a software update. There are currently no known issues where our software updates render the camera...

inoperable. Unfortunately we do not have an existing solution to role software back to an older version, however we do want to help out as best we can.
A Senior GoPro Support Representative, who is fluent in Portuguese (The Support case's original language) will be reaching out with a Support Supervisor shortly, to see what we can do to help out.
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Considering that the GoPro representative sent me an email yesterday with a solution to my case, I can say that this is exactly what I expect from the manufacturer. Right now, I'm waiting for the necessary actions to be taken.

Initial Business Response /* (1000, 5, 2015/11/06) */
Hello,
We're sincerely sorry to hear about, not only the issues you originally had with your camera, but also that you've been without your SD card for some time. We'll do everything within our power to find your SD card and return it...

to you.
With all that said, there is well documented evidence within your Support Case that shows we provided instruction to send the camera ONLY. There was a chat transcript that went in to detail surrounding exactly what to send in and we also sent an automated RMA email that asks you don't send the SD card with the camera and that we are not liable to return it if you do.
We still want to help out and have already reached out to our Warehouse in an attempt to find your SD card. A Senior Supervisor will be reaching out to you shortly to provide all updates and work with you from here on out. Please look for a separate email shortly.
Many thanks,
GoPro Support

Initial Business Response /* (1000, 5, 2016/03/09) */
Hello,
We're sincerely sorry to hear you are experiencing issues with your GoPro camera. We always strive to do everything we can for our customers even if they are outside of our one year warranty period. In your case it appears we...

did so by offering you a discount towards the purchase of a new camera.
We do like to gather as much information as possible to make a more informed decision surrounding warranty. A Senior Supervisor will be reaching out to you shortly to determine if there is anything else we can offer. Please work with them directly from here on out.
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (3000, 7, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My 300.00 GoPro camera never worked! So to offer a discount to buy another 300.00 camera that may or may not work is not acceptable!
[redacted]

very bad. they canceled my order without because of their coupon code.

My sincere apologies for the frustrating experience here; a supervisor is reaching out to this customer directly via his support case to verify that there are no outstanding issues with this case.  The latest replacement camera, as discussed with the customer on 5/16, was delivered 5/18.