GoPro

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.)
Once again I have already ordered the item, if the code was fraudulent, how come the companies own website accepted it in the first place? Some orders used with the code were honored. They have honored purchase of accessories. The company made a mistake and the consumers are paying the price for their mistake. All the consumers
Got including me for appeasement is just a pat in the back and a simple apology.
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. 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.
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.)
These are just tactics of this company to escape the mess they put theirselves into. If they have done it to the few people that put the code. So they should have done it to the rest. As I see it they are a big company, and they should be responsible enough to admit their mistakes and own up to it, by giving the consumers what rightfully is theirs. They should not be bullies and just undermine the rights of the consumers. If they would be forgiven for this matter, who are we to tell in the future what else this company can get away with. I for myself want that they honor the code that they have accepted in ordering online. A legitimate code that was put online and was accepted by the company, through the process of online ordering on their own website. On the time of the order there was never a fineprint of what they were trying to cover their mess up with? There was never a note that said that they have to review the code that was put on the order. So please GoPro stop with all the alibi, give the consumers what they deserve.

We work diligently to ensure every customer has the best support experience possible, and it's regrettable this customer found his support experience wanting.  However, per the GoPro terms of sale (https://gopro.com/legal/saleterms), GoPro does not accept liability for "ANY LIABILITY FOR PRODUCTS NOT BEING AVAILABLE FOR USE, LOST PROFITS, LOSS OF BUSINESS OR FOR LOST OR CORRUPTED CONTENT OR SOFTWARE."
Further, per the GoPro Warranty (https://gopro.com/help/articles/Block/Warranty-Information), "GoPro's sole obligation in the event of... defects during this period is to repair or replace the defective part or product with a comparable part or product at GoPro's sole discretion."  Upgrading a camera is not a warranty option we can support.
Communicating up-to-date information to this customer was difficult due to continued abusive language, and we shipped the replacement unit as soon as it was available.  Further, we provided a microphone adapter (a $50 piece of equipment) at no charge to further assist the customer.  There is no further action GoPro Support can take at this time.

Initial Business Response /* (1000, 5, 2015/01/02) */
Hi [redacted],
We are sorry to hear about your new HERO4 camera not functioning correctly out of the box, and equally disappointed to hear you have had a difficult time getting back up and running through GoPro Support.
A Supervisor...

is currently looking in to your case to try and understand what happened and will reach out to you shortly with a resolution.
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2015/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Case resolved after your involvement. Thank you.

Complaint: [redacted]I am rejecting this response because:
The third camera was yet again refurbished. Clearly not tested and checked out as described. The serial number is coming off the camera so as to void what would be left on the warranty.
I will be taking this issue to my legal team as it seems GoPro is trying to get me off the warranty to no longer cover this issue.  
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/07/10) */
Hello [redacted],
We're sincerely sorry to hear you are experiencing these issues with your HERO3+ Black Edition camera. We are here to help. A Supervisor will be reaching out to you shortly to ensure everything is being handled swiftly....

We certainly do apologize for any inconvenience this has caused and look forward to working with you to resolve everything as soon as possible.
Many thanks,
GoPro Support

Texas tax law states that “the actual selling price of taxable tangible personal property is the measure of the tax due under the terms of the Limited Sales, Excise, and Use Tax Act.” [redacted]
The customer was charged the correct amount on this order: the sum of the discounted item price plus tax charged on the pre-discounted price.

I bought a Gopro 4 black, It showed up with HORRENDOUS helicopter noise when using wifi (google it) I got an RMA for the camera, and they sent me a 2nd LEMMON camera, suffering the same fault. I filed an RMA, I sent them the camera, they held it for more than a month, I filed a Revdex.com claim against them, when I received the 3rd camera, the Revdex.com closed the claim. The 3rd camera suffers heavy artifacts. and is an unusable lemon. I have mailed back 2 cameras, have had three lemons. The company has agreed to send me a 4th camera. This is ridiculous. I had suggested a refund, that the representative was unable to provide. I had also suggested that if the gopro 4 is a lemon, a replacement gopro 5 might be viable, and the representative was unable to work with me. I have had three LEMON gopro 4 black cameras. Even if they do get me a working camera, it has been established by the community that "good enough" is as good as it will ever get. [redacted] The company has offered to send me a 4th gopro 4 black in hopes that it works better than the one I have now. The product is a lemon. I have tried three times to get a product that works. Good faith or not, how many times do I need to send the same product back
After 3 fail gopro 4 cameras. I just want my money back. The company has been unable to test and find a working camera to send me. I have come to the conclusion that the gopro 4 is a lemon product. If the gopro 5 works better they can try and send a working gopro 5. But honestly, I just want my money back so I can go give Garmin my money.

The customer's desired settlement is, "They need to be shut down until they hire a customer service department".
GoPro's customer support department is staffed by agents who work diligently to provide the best possible support to our customers day in and day out.  Contact channels have been clearly outlined in previous responses.  We're happy to assist via those channels for any needs which may arise.

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]

Complaint: [redacted]I am rejecting this response because:
Starting back in January of 2016 I reported the original issue I was having with my GoPro in which there was a constant audio...

interference issue that had been reported many times on forums about the product. I could not send the device in at this time. In May 2016 I contacted GoPro again and this time sent the device in for repair. It went to the standard RMA department. When it came back I noticed the issue was still present but needed the camera again for an extended period of time and could not afford to send it out at this time. In December 2016 I reached out to GoPro and sent the camera out for the second time since it was coming towards the end of the warranty period. On January 12, 2017 I reached back out to GoPro because the camera still had the same issue, and it was sent out for the third time. The warranty is technically expired at this point, but since GoPro failed to ever fix the issue they said they'd continue to honor the warranty. The Camera was send out later in January. On February 23 I contacted GoPro to state that the same issue was still there, I was told that they would be passing the issue higher up since it had not been resolved using the conventional RMA. On February 26 I was contacted stating that the issue was still being looked into On March 16 I contacted GoPro to see if there were any updates on the issue. No response. On March 28 I contacted GoPro again because I wanted to see if there were any updates yet and was concerned that nothing had happened to this date. I was responded to on March 30 saying they were still looking into the situation On April 14 I once again requested an update and for contact information at the corporate office to speak with whomever is supposed to be handling the situation. I was responded to by and automated system stating that my case had been closed. I contacted Live Chat support, and they once again passed the case to a division higher up. And said I would be contacted with more information. I called the corporate number I was provided with by the representative from Live Chat on April 17, 2017. I was told the information would be passed to the "team I feel would be the ones to resolve this issue." As of April 24 2017 I have not had any contacts back from GoPro. At this point, as you can guess, I am very frustrated with GoPro and I am not sure what else to even do now. This $400 camera has been a paperweight, except when it's absolutely necessary, because its not worth the time it takes to edit out the interference noises.
I would like my GoPro to be replaced with a brand new GoPro Hero 5 Black, with GoPro Care. The upgraded, re-designed model that one could assume permanently addressed the flaws with the GoPro Hero 4 Black. GoPro care as a reimbursement for the ridiculous number of hours I have had to put into GoPro's support, and the several times I have had to ship the camera out for them, only for it to come back broken yet again. I feel that this is a fair request after the consistent failure to follow through with their warranty guarantees, but am willing to give GoPro a second chance at earning my business, since this was my first GoPro camera.
Sincerely,[redacted]

I'm sorry to hear you've had trouble getting us on the phone!  We'll be certain to have a representative reach out tomorrow to discuss this customer's product.  In the meantime, some battery basics for the HERO5 camera can be found here for a HERO5 Black:...

 [redacted]
And here for a HERO5 Session: [redacted]
Of note:"Actual performance may vary based on settings, environmental conditions and other factors. Maximum battery capacity will normally decrease with time and use."
We'll reach out to answer any other questions this customer may have.

Complaint: [redacted]I am rejecting this response because: I f it were that simple I wouldn't have filed a complaint....

 I have tried calling customer service numerous times and can never get through.  Rather than spend hours on hold could someone please call me at [redacted]Sincerely,[redacted]

This customer's RMA was processed on 6/21

Complaint: [redacted]I am rejecting this response because:
 
Hello!
My account in GoPro is in my personal e-mail.
E-mail at goPro: [redacted]
Support ID Complain: [redacted]
Here is the number reference of my complain on GoPro Support with more details in information. But if Revdex.com think is interest I can make a copy to my complain on GoPro Support.And I know the problem wasn't me. I much care on my stuffs. If was my error I will assume that but I know this wasn't my fault.I saw many complains on the goPro website forum with same problem and the goPro assume this error. (some cameras coming with problem on water protect chamber).The support accept my problem but they don't want change my camera because I lost my receipt... I trying contact with best buy to trying a copy but for money orders they can't retrieve.
My problem is only this... the support dont want change my camera because I dont have the receipt! But I believe the receipt is just a proof to know my camera is under guarantee. But The camera is was launched on September 2016. Soo, I under guarantee..
Please, help me!!!
Sincerely,[redacted]

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

Hello,
 
We are currently working on resolving the issue directly with this customer. We have received his camera and given the unusual circumstances, we are conducting extensive tests before sending a replacement camera. A member of the leadership team from GoPro Support...

will be contacting [redacted] directly and will be handling the case personally to see it through to a resolution.
 
Best Regards,
 
GoPro Support

Initial Business Response /* (1000, 6, 2015/01/05) */
Hi [redacted],
We're sincerely sorry to hear you are seeing issues with your GoPro camera! Typically we must strictly follow are warranty policy in regards to replacing cameras. This is especially true when verifying proofs of purchase...

because our warranty is non transferrable. We need to verify the customer is an original owner of the camera (or at the very least the gift was given new in box).
It does appear you did provide us a receipt (which is great!) and it looks like the warranty instructions have been e-mailed. Regardless, we will have a Supervisor go over the details provided in your Support Case and take it over. Please work closely with them to ensure everything is handled.
Thank you for your patience and understanding.
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (3000, 8, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our concern with this business still stands. They would not be honoring our legitimate warranty claim if we did not produce a receipt even though this camera was gifted to us brand new. We were fortunate to be at the store with the grantor when it was purchased for us or else we could not have obtained a receipt as would typically be true of gifts. GoPro should have a procedure to honor their warranties in the case of gifts. No one would buy this item as a gift if they knew this expensive camera would not work more than a year and GoPro will not honor warranties. We thank the store for helping us obtain a receipt, which they did not have to do. Further, GoPro has not yet replaced our camera with one that is working. Until we see that happen, our complaint stands open.
Final Business Response /* (4000, 10, 2015/01/08) */
Hi [redacted],
We certainly understand your positioning here. We are always very understanding in regards to receipts and gifts. In your case it appears we may have held to firm and we sincerely apologize for that.
We are glad to hear you managed to obtain a receipt and the warranty process has already been put in motion. A Supervisor followed up with you earlier today with a tracking number showing your replacements are on their way.
Hope you have a great weekend!
Many thanks,
GoPro Support
Final Consumer Response /* (2000, 12, 2015/01/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/02) */
Hi [redacted],
Thank you for bringing your Customer Support experience to our attention. We do our best to provide assistance to all of our customers and regret to hear that you have experienced so much frustration.
I can see that...

your GoPro Support case is currently on its way towards a resolution, with one of our Representatives facilitating a warranty exchange for your current camera.
We hope to get you back up and running with a replacement camera and are happy to answer any questions or concerns through your on going GoPro Support case.
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (3000, 7, 2015/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received a return authorization, however I received no instructions on where to mail my old camera. I have tried to contact gopro via email with no success so far.
Final Business Response /* (4000, 9, 2015/04/13) */
Hi [redacted],
Thank you for bringing the issue with your RMA instructions to our attention. We regret to hear that you did not receive them via email, and that your replacement process was delayed.
We did attempt to email out the needed instructions on 4/10 and to clear up any confusion, a Supervisor from Customer Support has reached out via phone. We definitely make sure you have everything you need to move forward with the replacement process.
We want to get your camera replaced as quickly as possible and are happy to address any issues or concerns via your ongoing case.
Many thanks,
Customer Support

I contacted GoPro support by phone after some issues trying to get the the GoPro Studio Installer to function on my new Surface Pro computer. The representative was correctly polite initially, which is nice, but then became an actual human when we got into the meat of the problem (as opposed to just reading from the question prompt list), which was even nicer. With the guidance of the representative, I was able to recognize a background problem with the way my Visual C++ was operating and correct it, a problem that actually had nothing to do with the Studio installer. The communication with the GoPro representative was professional, comfortable, and an overall pleasant experience that ultimately solved my issue.

Initial Business Response /* (1000, 5, 2015/03/10) */
Hello [redacted],
We're sincerely sorry to hear about the issue that happened with your Hero 3+. The GoPole accessory you mentioned in not a product made by GoPro, rather another company independent of us.
A Supervisor will be reaching...

out to you shortly to review your case which was submitted the same day as the Revdex.com complaint. Usually it will take 2-3 days for a GoPro representative to read the case, but we will escalate this case to the top of the queue.
Please look for an e-mail in the coming hours. Thank you for your patience and understanding.
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2015/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the response. I accept this request with the promise I will be further contacted by GoPro about my case inquiry.