GoPro

We have reached out to [redacted] regarding his request for a "new" camera. Essentially, our replacement cameras are new units that are tested for full functionality. We have checks in place to ensure this, however, it sounds like his particular camera did not show up in pristine condition. This is something that we will be investigating on our end, since these replacement cameras are supposed to be scrutinized cosmetically, among other things, before they even get considered for replacement stock.
 
We will continue to work with [redacted] and respond to the Revdex.com updates as necessary.
 
Best,
 
GoPro Support

Initial Business Response /* (1000, 5, 2014/05/29) */
Hi [redacted],
Very sorry for any delays experienced.
Typically when an order has been cancelled, it can take a few days for any pending authorization to be released. Being that we don't collect on any authorizations until after we...

ship the order, no funds were actually transferred to us. PayPal pending authorizations can take a little time to return to your account. Noting the date the order was placed, it seems as though this should have already been released back to you.
We have asked a supervisor to take over your support case, and hopefully be able to get in touch with PayPal to release the pending authorization quickly for you.
Once again our apologies for any inconvenience.
Many Thanks
GoPro Support

We have 2 recorded contacts from this customer regarding his HERO4 Black camera via the provided phone number, and no contacts regarding this issue documented under the supplied email address.  The first contact, on December 22, ended with the customer set to perform a run-time test in order to...

verify whether or not the customer's battery was functioning properly.  When the customer was advised that we can proceed with a potential warranty (once we verify the purchase qualifies) upon learning the results of the runtime test, the customer ended the phone call.
The only other documented contact we've had with this customer was on December 30, when he called in on December 30 to again ask for a replacement to be sent without going through the warranty process.  When we explained the process necessary to process a warranty replacement claim, the customer ended the call.
We attempted to initiate troubleshooting on December 22, which would allow both us and the customer to understand what the camera's issue is as well as complete the necessary steps toward a warranty replacement (if eligible/necessary).  Unless the customer contacted us via a phone number/email address not listed in the complaint, we've received very limited contact, and can't proceed with a warranty claim until the camera fault and purchase are both verified.  We'd be happy to continue this process at any time!

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
Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not how this should work, if you are giving the code to specific people then your website should be able automatically deny it when someone not authorized trying to use that code. This is a lame way to treat someone ordering a product from your site, to take the orders through your site and manually review them. A simple verification can be another field on the website where it says 'promo code' and next to that a field called 'Email ID', or you allow the promo codes only when someone is logged in using there username and password. 40% discount is not a great deal for me, I have a buying power of 10 of those product on full price, the only concern here is you should be fulfilling whatever you promised through an electronic transaction.

Initial Business Response /* (1000, 5, 2015/01/13) */
Hi [redacted],
We're sincerely sorry to hear about the issues you are experiencing with your HERO4 Silver camera. Please do keep in mind that our Support Representatives are making their best effort to help in any way possible.
In your...

case the best option was via warranty and this is why we moved towards a warranty RMA. WIth that said, if you would rather part ways with your camera entirely we can process a 30 Day Refund for you as well.
Regardless, you will be required to send the camera in so a warranty RMA may be the better route. We'll have a Supervisor reach out to you shortly to ensure everything is handled from here on out.
Thank you for your continued patience and understanding.
Regards,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2015/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
GoPro Support reached out to us and I'm happy to report that they settled our dispute in our favor, thank you so much GoPro.
Sincerely,
[redacted] And [redacted]

Based on UPS tracking information, it appears this customer's order was lost in transit.  We've contacted the billing department to issue a refund for this customer's order.

My apologies for the miscommunication here.  The representative this customer spoke with provided incorrect information.  This customer is set to receive a refund for the full amount of the purchase, including tax.

Complaint: [redacted]I am rejecting this response because: it's on going. They still have wait times of three hoursSincerely,[redacted]

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.

Our sincere apologies for the frustrating experience here.  The customer's shipment is en-route back to the GoPro shipping warehouse.  Once it's processed back in the customer will receive a full refund.

Initial Business Response /* (1000, 5, 2015/11/23) */
Hello,
We apologize for any frustrations or difficulties you have had in your GoPro Support experience thus far, and look forward to working with you to resolve all issues. A GoPro Support Supervisor is reviewing your case and will be...

reaching out to you via the existing support case email thread shortly. Thank you for your patience.
-GoPro Support Team
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the EXACT same response I have received for the last year. How does this response warrant this company from honoring warranties or reimbursing me? If I do not get a real response I will take this to the next level with legal action. I never wanted this but this prewritten response by GoPro is the exact same wording as their other responses. I am not going away and expect immediate compensation.
Final Business Response /* (4000, 9, 2015/12/04) */
A GoPro Support Supervisor has been in contact with the customer, who has agreed to proceed with a warranty exchange. We are working to get a properly functioning unit in the customer's hands as quickly as possible and have offered to cross-ship the replacement unit in order to do so. Currently we are waiting to hear back from the customer, who is traveling, in order to continue with the exchange. We look forward to working with the customer and providing them a world-class support experience!
-GoPro Support Team
Final Consumer Response /* (4200, 11, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not heard back from them. They said they would be sending a new camera and as of yet I have received nothing and have had no further contact from them. This has been going on for almost 1 year. They said they were sending a new camera in September also but NEVER did so.

Complaint: [redacted]I am rejecting this response because nowhere does it say hat the mounts will distroy the surface of surfaces. Furthermore there is no warning or caution anywhere in reguards to the adhesive being harmful or damaging the material. There is something that can be done as my new GoPro is experianceimg the same issue. I would like at least new mounts and  reimbursement for the SD cards that I spent all this money on. It's the least GoPro can do for all the problems they have caused with clear and total  disregard for there customers. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because they suck and have no class. These guys make it impossible to contact them. I don't have the luxury of answering my phone in the middle of a work day. When this [redacted] left a message, he didn't leave a call back extension. The number he left was the customer service line. Everytime I call, it's a 45 minute wait. Minimum. [redacted] these guys. This piece a [redacted] drone is their hail Mary attempt at staying in business a few more years. I'll just buy another one. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/01) */
Hello,
We're sincerely sorry to hear you are experiencing problems with your HERO3: Black Edition camera! Our main goal here is to ensure you get a new camera in your hands so you can continue capturing life's moments.
Please...

understand that we do have strict policies put in place surrounding the 1 year warranty period. With that said we do treat each situation on a case to case basis and we'll do our best to provide you options.
We'll have a Supervisor reach out shortly. They will be taking over your Support Case to ensure everything is taken care of from here on out. Please work with them directly.
Many thanks,
GoPro Support

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

This is certainly an issue that needs to be resolved.  The customer's case has been placed with a Manager, and we're currently in contact with this customer and working toward processing a full refund.

Hi, 
 
We regret to hear about any frustration the customer experienced with his recent HERO5 purchase. Pricing information was released on September 19th publicly and on [redacted], prior to the launch of HERO5 cameras and the Karma Drone to give customers...

the chance to review and learn about our products before making an informed purchase. However we certainly understand the frustration and confusion experienced here and 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

Complaint: [redacted]I am rejecting this response because:
GoPro has the full correspondence + proof that the defect showed up in the first 12 months after date of purchase. I looked at the warranty clauses and there is no clause stating that you have to notify GoPro within 12 months. Hence the warranty period for cameras bought in the EU is actually 24 months and although you can argue about warranty, you can give customers still a longer guarantee for claiming defects.
I am very disappointed that a company like GoPro handles cases in this way. To me GoPro has double standards and takes no care about customers who bought a premium priced camera and could expect a longer technical life time than 12 months. Hence looking back GoPro already knew about this defect before my defect showed up considering the number of complaints when entering "vertical stripes GoPro". In my opinion it's a technical defect and more courtesy would be reasonable.
I offered GoPro a reasonable solution (1/3 - 2/3) although I am aware that GoPro offers customers a full and free replacement after one year looking as mentioned in many posts on Revdex.com. Hence there are even customers who got a full replacement after 1-2 years without proving the date of purchase as the camera was a gift.
 Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: No, the customer was NOT charged the correct amount on this order.  Their claim is incorrect.  This was NOT a post-sale discount.  That is meant for discounts that are granted after the sale has been completed, such as REBATES.  This was not a rebate.  It should be the sum of the discounted item price plus tax on the POST-DISCOUNTED price.  The section provided by the business in their link  [redacted]  states "Bona fide cash discounts taken by the buyer at the time of the sale pose no problem, as they are never a part of the sales price and are never in the tax base."  They conveniently skipped over this in their response.  They were correct in computing the tax at the time of the sale, when they displayed the amount at checkout, and when they sent the email.  Then with no warning they charged an unauthorized amount to my (and many others' judging by their forums) credit card.  Again, in direct contradiction of their own terms & conditions of the upgrade program at [redacted] which state "Your payment method will be charged the amount shown at checkout."  It's on their own website.  Titled "terms & conditions."  How can something that directly contradicts that indicate "the customer was charged the correct amount" ? I was not charged the amount shown at checkout.
 
From the DISCOUNTS section on [redacted]  "DISCOUNTSCash discounts are offers to customers that reduce an item’s sales price. For example, a retailer may offer a customer a 10 percent discount on all purchases paid with cash. If the customer buys a taxable item marked at$150, the discounted price is $135 after the 10 percent discount of $15 is deducted. Tax is due on the final discounted sales price of $135. COUPONS A coupon is a cash discount. If the product sold is taxable, the value of the coupon is subtracted from the sales price and tax should be collected on the resulting cost to the customer."
The trade-up program MUCH more closely resembles cash discounts or coupons than it does for a rebate which is what they're trying to pass it off as.
Sincerely,[redacted]

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]