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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 Business Response /* (1000, 5, 2015/08/18) */
Hello,
We're sincerely sorry to hear you are experiencing issues with your GoPro camera. Based on your description it sounds like we may be able to fix the problem with some troubleshooting.
Our main goal is to ensure you have a camera...

that works every time you need it to. A Supervisor will be reaching out to you shortly to troubleshoot the issues you're seeing and offer solutions if the camera still will not perform as expected. Please work directly with them to reach this resolution.
Many thanks,
GoPro Support

This customer's replacement units were delivered on 9/28 and 10/23, per FedEx tracking information.  An additional battery was sent as well, which according to FedEx, was delivered on 10/20.
The customer's only outstanding claim relates to a lost product, which was incorrectly mounted during...

use and subsequently lost.  Lost cameras are not eligible for replacement under the GoPro warranty policy.  (Per [redacted] - "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.

Complaint: [redacted]I am rejecting this response because: %20 discount is a slap in the face, your trade up program is offered to anyone with a old gopro camera absolute no benefit to this issues, The camera worked perfectly until I updated the firmware, Gopro you have terrible business practices, I guess its time to search out a new company with better products. drones etc!!Sincerely,[redacted]

We reached out to this customer on January 4 to collect all pertinent information needed to process his warranty claim.  We have not heard back from the customer since that time.  Once the customer replies to the email from our support team, we'll be happy to proceed with the warranty...

exchange!

Initial Business Response /* (1000, 5, 2014/12/18) */
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 as agreed to by the customer through the support case, 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 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. We were un able to locate any support case where this customer received the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled.
This was not an advertised sale or promotion by GoPro, nor was the code found anywhere on gopro.com. One customer sold this code on eBay after we agreed to provide them with the code through a support case. It was then fraudulently spread throughout the Internet on discount and sale websites, such as "sickdeals.net" 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 or take advantage of anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent this situation 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. We have reached out to our finance department regarding your PayPal transaction. They will work with PayPal to make sure the authorization is removed.
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 and their order was cancelled in error, we would ask the customer to provide the case number, which should match the email address or name in this Revdex.com case, or reach back out through the support case where the code was provided to them.
Regards,
GoPro Support
www.gopro.com/support

Our apologies for the communication difficulties; this is certainly not the customer experience we strive to provide.  It appears there was an issue processing this order; a supervisor will be contacting this customer today to ensure the issue is resolved.

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

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:
An apology is great however, in retrospect I would have never sent back the Hero 5 if I had received accurate information prior to returning the unit for a refund. Unlike your employees I ask a lot of questions and feel that I was steered in the wrong direction by "misinformed GoPro Representatives. All you have to do is review the countless calls made to customer service, including support chat messages in regards to this matter. Despite all my efforts I was told something to the contrary.  Sincerely,[redacted]

Cancelled order for no reason at al

We do not have any support cases under the email, name, or phone number provided in this complaint. It is possible that someone else contacted us on his behalf, however, we will reach out to [redacted] via email to begin a dialogue and get him helped out. 
 
Best...

Regards,
 
GoPro Support

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