GoPro

Initial Business Response /* (1000, 5, 2014/12/15) */
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

Complaint:...

[redacted]I am rejecting this response because:
They emailed stating that hey tried calling me bc they need my updated credit card info. They have the wrong contact number so I emailed back the correct contact number so I could be reached and refund processed and NOTHJNG. No call back. 
 
Worst company I have have ever dealt with. 
Sincerely,[redacted]

We're replacing this customer's product via a warranty exchange.

The customer's only outstanding claim relates to a lost product, which was incorrectly mounted during use, which resulted in the loss of the camera.  Lost cameras are not eligible for replacement under the GoPro warranty policy [redacted]).  As stated in the warranty terms, "This warranty does not apply to products damaged by misuse, accident, or normal wear and tear." 
The customer was offered a [redacted] discount toward the purchase of a new camera as a courtesy, which was rejected.  We're happy to extend the discount offer, but cannot provide a complementary camera.

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.

Initial Business Response /* (1000, 5, 2014/12/09) */
Contact Name and Title: [redacted] , Supervisor
Contact Phone: XXXXXXXXXXx[redacted]
Contact Email: [redacted]@gopro.com
Hi [redacted],
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 he currently owns and is eligible for a discount, he 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 Business Response /* (1000, 5, 2015/07/31) */
Hi,
Thanks for bringing this issue to our attention. We regret to hear about the difficult experience purchasing from GoPro directly and definitely want to help out as best we can.
While we do not have the ability to provide discounts or...

coupons for brick and mortar stores, we do want to try and help out as best we can and provide some kind of solution.
A Supervisor in Support has been notified of this Revdex.com case and will be reaching out to the customer promptly.
Many thanks,
GoPro Support

Our apologies for the communication difficulties!  We're completing an exchange of this customer's product under warranty.  The RMA process was initiated 7/24.  Once we receive the customer's camera we'll dispatch a replacement unit.

Initial Business Response /* (1000, 5, 2014/12/12) */
Hi [redacted],
We're very sorry to hear you never received your HERO3 White Edition camera! We always strive to fulfill, ship, and deliver product in a timely manner. We certainly did not accomplish that here and for that we are...

sincerely sorry. It appears UPS lost the package so much of this was outside of our control.
With that being said there certainly should have been more correspondence and updates as to what was happening on our end. Again, I apologize you were not provided updates during this drawn out process. Our most recent information shows the refund was processed yesterday (12/11/2014).
A Supervisor will be reaching out to you shortly to ensure all of your questions or concerns are answered. Please look forward to an e-mail in the coming hours.
Thank you for your continued patience and understanding!
Many thanks,
GoPro 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
Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't understand GoPro's logic. There were individuals who used the coupon on accessories ONLY who got their order shipped while others who used the coupon on cameras ONLY got their orders cancelled. It seems like the coupons applied on cameras order were cancelled due to the margin of discount. [redacted]
Final Business Response /* (4000, 9, 2014/12/16) */
Hi [redacted],
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.
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.
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
Final Consumer Response /* (4200, 11, 2014/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still don't understand the logic. If the code was meant for a certain person, why did orders that had both accessories and cameras, the accessories was discounted and shipped yet the camera canceled.

We will be responding in a continuing support case [redacted].

We're currently in contact with our order operations folks to figure out what caused the initial shipments to be returned by the sender so as to avoid this issue again.  Once we've verified we won't have repeat issues, we'll fulfill these orders for the customer at the discounted price....

 This will likely require a new order to be placed; a supervisor will contact the customer to do so.

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 
href="http://[redacted]/">[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

The customer's replacement unit has been delivered, but it appears there are residual issues with the hardware that need to be addressed.  We'll be contacting this customer to verify what the new issue is and work toward a resolution.

Unfortunately we cannot provide return service for the old camera this customer sent in.  Per the TradeUp program's terms and conditions [redacted]
"Trade-in transactions are final; after you trade in your Eligible Used Device, you cannot get it back. Upon GoPro’s...

physical receipt of the Eligible Used Device and processing of the full payment for the HERO5 by GoPro, title and ownership in the Eligible Used Device transfers to GoPro and you disclaim any further right, title or interest in and to the Eligible Used Device or any items (including without limitation memory cards) or data contained therein."
The customer was provided correct information in that we cannot apply the TradeUp discount to refurbished products; the discount is applicable only to HERO5 Black or HERO5 Session (at a $50 discount) cameras.

Our apologies for the lack of clear communication here - that certainly falls beneath our expectations.  This customer's order has since shipped, and was delivered 5/23.  We've followed up in the customer's support case with a courtesy offer as well.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/01/07) */
Hi [redacted]
We are very sorry to hear about the delay in the refund showing to your PayPal account as well as a disappointing experience when contacting our Support Team.
We have worked with our Finance team to ensure the refund has been...

processed. Please see attached document showing refund has been transferred to your PayPal account.
A Supervisor will follow up in a support case to ensure you are satisfied.
Regards,
GoPro Support
www.gopro.com/support

Our sincere apologies for the difficulties communicating with our support team!  An agent will be reaching out directly to this customer to provide assistance.

This customer's order was shipped yesterday via FedEx.  Per tracking information, it's expected to arrive tomorrow, 8/31.  Apologies for the shipping delay!