GoPro

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 dateI made over attempts to contact Go Pro to find out the status of my replacement cameraEach time I was told they were still processing the claimIt wasn't until May th (almost 1/months after receiving my camera) that I was notified in an email that they claimed they never received my cameraSincerely, [redacted]

This camera was not lost your mount failed and I have prof of that Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ Hello, We're sincerely sorry to hear about the issues you are currently experiencing with your HERO3: Black Edition cameraOur main goal is to ensure you have a working camera to continue capturing life's moments previously unable to be captured A Senior Supervisor will be reaching out to you shortly to take over the already started Support CasePlease work with them towards a resolutionThank you for your continued patience and understanding Many thanks, GoPro Support

Complaint: [redacted] I am rejecting this response because: Your people NEVER called me as you said they wouldPlease stop passing the buck and contact me direct yourself, this is ridiculous I looked at the battery suggested usage and time tabes before I tried calling your company in the first place and well before I filed a complaint with Revdex.com due to Gopro's non existent customer serviceI feel that my cameras battery life is well below that of what is show on the tableIf I take the unit off the charger at 100% and walk to my car before I ever even take video that batter is typically down to 90%Thats maybe minutes of non recording/picture taking Initially my call to Gopro was to get assurance that the battery life was normal, and then to help me find a case product that would allow me to charge the unit while it's mountedSo now due to your terrible customer service you have not only lost a sale but totally pissed of an existing customer [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ Hi ***, We are sorry for any inconvenience caused by the cancellation of this orderOur order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount codeThe code used, is provided on a case by case basisWe 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 troubleshootingThe 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 caseThis customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the codeAccordingly the order was cancelled A customer sold this code on eBay, and it was then distributed throughout the InternetIt 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 codeWe 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 cardsNo 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 releasedThe release of the authorization can take between 3-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 matterThis is simply not something we can honor for the reasons outlined aboveIf 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 / [redacted] (3000, 7, 2014/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this explanationGoPro's website did not have a disclaimer giving GoPro the right to cancel ordersAll online retailer websites have this disclaimer stated on their siteGoPro does not have this disclaimer anywhereI purchased this camera fairly, I did not steal any code and I am not a thiefGoPro should honor my purchase, if this was not a legitimate purchase the code should not have worked, and I should not have received a confirmation emailAlso my funds should never have been placed on holdGoPro should honor this order and then place a proper pricing policy to prevent this bad customer service situationI did not receive any email, or acknowledgment about this cancellation for days from placing the order Final Business Response / [redacted] (4000, 9, 2014/12/16) */ Hi ***, 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 offerWithout having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributedThis discount code is not a sale, or a promotionIt is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the codeAt the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to billIf no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelledAny pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider Emails were sent out as a courtesy after reviewing individual orders placed using this discount code Regards, GoPro Support

This customer has provided a fraudulent proof of purchase, altered emails, and shipped a package without the necessary camera included in an attempt to obtain a new camera We will not be providing any products or monetary compensation to this customer Further correspondence with this customer has been directed to the GoPro legal department

We've made an exception in this instance and replaced the customer's camera on 7/

This customer's initial contact was in reference to frustrations with GoPro Studio, our complementary video editing tool The email from the representative broke down the initial troubleshooting steps to help identify the root cause of the issue The customer's response was as follows: "R u guys for real? I contacted you nearly WEEKS ago about this issue and only hearing back from you now? Why don't you tell your boss(es) to make the necessary investment to hire a customer service department? Obviously you guys are short staffed.In the meantime, please communicate to them that I am going to escalate my original complaint with your Revdex.comIn addition, I have communicated this issue on my blogs and with other potential customers on social media & networking groupsYou have lost my businessThere are other alternatives on the marketThese firms understand the value of customer support and reputation managementHave a nice day." While the customer's communication indicates he no longer wishes to work toward a resolution, the case remains open, and we're happy to continue with troubleshooting if he so desires

Initial Business Response / [redacted] (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 updateThere are currently no known issues where our software updates render the camera inoperableUnfortunately 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 / [redacted] (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 manufacturerRight now, I'm waiting for the necessary actions to be taken

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 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 / [redacted] (1000, 5, 2014/12/10) */ Hi [redacted] , We are sorry for any inconvenience caused by the cancellation of this orderOur order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount codeThe code used, is provided on a case by case basisWe 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 troubleshootingThe 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 caseThis customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the codeAccordingly the order was cancelled A customer sold this code on eBay, and it was then distributed throughout the InternetIt 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 codeWe 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 cardsNo 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 releasedThe release of the authorization can take between 3-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 matterThis is simply not something we can honor for the reasons outlined aboveIf 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 / [redacted] (3000, 7, 2014/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is still a pending authorization on my Chase card ending in for over $as of todayI did not purchase any codes on ebay or visit any fraudulent coupon sites, this coupon was on the Facebook wall on GoPro Final Business Response / [redacted] (4000, 9, 2014/12/16) */ Hi [redacted] , At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to billAs this order was canceled, any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider If this authorization has still not dropped off, please reach out to your bankIf the bank is unable to release the authorization, please reach out to us via a support case Regards, GoPro Support www.gopro.com/support

Complaint: [redacted] I am rejecting this response because: The warranty information available upon purchasing and the warranty information available at the time of claim did not provide for this exception to the warranty This was my argument over and over again when trying to assure that GoPro comply with its obligations under the contract and they refused to provide the warranty informationI had been unable to respond previously and am doing so from home I should be ending the supporting documentation during the course of this week, including emails by GoPro and Warranty information in effect at time of purchase and at time of claim.Sincerely, [redacted]

The customer's faulty unit was replaced with a fully operational unit per the terms of the GoPro warranty [redacted] ) Warranty replacement units are shipped after thorough testing from a different warehouse, and in warehouse packaging (versus retail packaging), but are considered new units

Again, per the TradeUp program's terms and conditions [redacted] ownership of the previous camera is transferred to GoPro at the time GoPro receives the Eligible Used Device This customer's Eligible Used Device was recieved and processed, and a $discount was applied to the customer's subsequent order At this time the Eligible Used Device has been processed, and cannot be returned I apologize for any confusion caused my the phrasing of our previous responseWhile we cannot apply the TradeUp discount to refurbished products; the discount is applicable to HEROBlack (at a discount) or HEROSession (at a $discount) cameras

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

Initial Business Response / [redacted] (1000, 5, 2014/12/24) */ Hi We are sorry for any inconvenience caused by the cancellation of this orderOur order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount codeThe code used, is provided on a case by case basisWe 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 troubleshootingThe 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 caseWe 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 codeAccordingly the order was cancelled This was not an advertised sale or promotion by GoPro, nor was the code found anywhere on gopro.comOne customer sold this code on eBay after we agreed to provide them with the code through a support caseIt 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 codeWe were acting on our moral responsibility to prevent this situation by simply canceling the order and releasing any pending authorizations on their credit cardsNo 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 releasedThe release of the authorization can take between 3-business days, depending on the bank and payment method We were trying to review many orders as quickly as possibleDue 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 timeWe are allowing customers to keep any orders that did ship out, as we did collect paymentIf 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 Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matterThis is simply not something we can honor for the reasons outlined above Regards, GoPro Support www.gopro.com/support

Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ Hi ***, We are sorry for any inconvenience caused by the cancellation of this orderOur order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount codeThe code used, is provided on a case by case basisWe 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 troubleshootingThe 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 caseThis customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the codeAccordingly the order was cancelled A customer sold this code on eBay, and it was then distributed throughout the InternetIt 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 codeWe 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 cardsNo 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 releasedThe release of the authorization can take between 3-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 matterAs per your desired resolution, we would be happy to send a letter to your house, which we will do shortly Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/12/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Great, I'd love a letter I'd also like it to explain why some orders using that "fraudulent" code WERE honored selectively (like accessories and go pro 3s) and only go pro 4s were canceled ordersAdditionally, the cancelation email I received seems very unprofessionalThere was no claim that this code was for what go pro claimed it was for, and there were no terms or conditions associated with this codeThe fact that go pro selectively honors or eliminates orders associated with this code is ridiculously unprofessional, and clearly shows how green this company is Hire a lawyer, make some terms and conditions that assert that gopro can cancel orders at its discretion and in the future protect yourselvesThe fact that gopro lacked these conditions, policies, and terms and conditions makes me believe that my order should have been honored and I will be filing a complaint with my attorney general over this breach

My apologies for referencing an updated warranty policy; the appropriate verbiage as it relates to the policy referenced by the customer is as follows: "This warranty does not apply to products damaged by misuse, accident, or wear and tear." Failure to properly seal before submersion in water falls into the above-mentioned standards for a warranty claim However, I'd like to make an exception in this instance and provide a warranty exchange for the damaged camera A representative will be contacting the customer shortly

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 informationBut if Revdex.com think is interest I can make a copy to my complain on GoPro Support.And I know the problem wasn't meI much care on my stuffsIf 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 receiptI trying contact with best buy to trying a copy but for money orders they can't retrieve My problem is only thisthe 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 guaranteeBut The camera is was launched on September Soo, I under guarantee Please, help me!!! 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]