GoPro

With the updated contact information, I was able to track down this customer's support case We extended an offer to replace this customer's camera on May 27, with a follyesterday, and we have yet to receive a response Once we hear back from the customer within the support case, we'll be able to proceed with a replacement

I bought a Gopro 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 faultI 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 claimThe 3rd camera suffers heavy artifactsand is an unusable lemonI have mailed back cameras, have had three lemonsThe company has agreed to send me a 4th cameraThis is ridiculousI had suggested a refund, that the representative was unable to provideI had also suggested that if the gopro is a lemon, a replacement gopro might be viable, and the representative was unable to work with meI have had three LEMON gopro black camerasEven 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 black in hopes that it works better than the one I have nowThe product is a lemonI have tried three times to get a product that worksGood faith or not, how many times do I need to send the same product back After fail gopro camerasI just want my money backThe company has been unable to test and find a working camera to send meI have come to the conclusion that the gopro is a lemon productIf the gopro works better they can try and send a working gopro But honestly, I just want my money back so I can go give Garmin my money

Complaint: [redacted] I am rejecting this response because the company liesI've called every day for over a monthThe average hold time is minutesAnd if they ever do call back, they do not offer a direct callback number or extension The call goes directly to voicemail and the number left is the customer service numberWe call back and sit on hold for another minutesThe company purposely makes it impossible to communicate until the customer drops the issue Sincerely, [redacted]

This customer's replacement units were delivered on 9/and 10/23, per FedEx tracking information An additional battery was sent as well, which according to FedEx, was delivered on 10/ 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 wear and tear.") The customer was offered a *** 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, 2016/03/09) */ Hello, We're sincerely sorry to hear you are experiencing issues with your GoPro cameraWe always strive to do everything we can for our customers even if they are outside of our one year warranty periodIn your case it appears we did so by offering you a discount towards the purchase of a new camera We do like to gather as much information as possible to make a more informed decision surrounding warrantyA Senior Supervisor will be reaching out to you shortly to determine if there is anything else we can offerPlease work with them directly from here on out Many thanks, GoPro Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) My GoPro camera never worked! So to offer a discount to buy another camera that may or may not work is not acceptable! ***

Initial Business Response / [redacted] (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 possiblePlease look for another email soon 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 meSincerely, [redacted]

My apologies for the extended wait time while trying to contact a support agent While we do experience periods of high customer contact volume, the GoPro Support department always strives to deliver first-rate customer support to all GoPro customers We're happy to address any concerns this customer might have via the contact channels available here: [redacted] Alternatively, many customer issues can be addressed via the GoPro Support Hub [redacted] or self-service articles ( [redacted]

Complaint: [redacted] I am rejecting this response because: I did not receive a new camera as GoPro claimedI received a USED cameraIt has markings on it from being in a camera housing case which GoPro were made aware of and did promised to process me a new cameraThey claimed I should not have received a camera in a brown box but one in its original casingThey clearly state in emails that I will receive a NEW camera and not a refurbished camera but still sent a refurbished camera to me after I sent them a Brand New camera that was used once and found to be defectiveI refuse to accept anything less than what I paid my hard earn *** American dollar forI refused to be bullied by this company and be given anything less than a new camera because it is what I paid them forNot a lesser quality Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Item showed "In stock" on your website the entire time & even after my complaint-I was able to go to the point of placing an order several times in the days after This is misleading to your customers to promise day shipping when you have no stock.Sincerely, [redacted] ***

Initial Business Response / [redacted] (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 year warranty periodWith 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 shortlyThey will be taking over your Support Case to ensure everything is taken care of from here on outPlease work with them directly Many thanks, GoPro Support

Hi! We sent in a complaint with the name Mark Campbell regarding our karma GoPro drone We are writing to say that we finally got ahold of someone from Go pro who overnighted us a drone (which was our request thru you) We don't want you to pursue our complaint as they have resolved the issueThe phone number on the complaint is either [redacted] or [redacted] I don't have any information other than my own to help you Find the complaint so please feel free to reach out to us with questionsAgain, we have resolved the issue ourselves and no longer need assistance from Revdex.com [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/04/16) */ Hello, We're sincerely sorry to hear that you are having issues with your HEROBlack Edition cameraIt certainly appears you've had a negative initial experience with our Support TeamOur main goal is to ensure that you are taken care of while still within our policies A Senior Supervisor will be reaching out to you shortly to work directly with you to help from here on outPlease look for an e-mail shortly and work directly with them to resolve everything Thank you so much for your understanding and patience Regards, GoPro Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one has contacted me in the last daysIt looks like they are trying to buy some time hoping the case will be close by it selfNothing unexpected from Gopro! Final Business Response / [redacted] (4000, 9, 2015/04/27) */ Hello, We reached out to [redacted] via e-mail on April 17th and hadn't heard anything from him until this latest updateWe just made contact over the phone and re sent the e-mail that was previously sentHe has received the e-mail and will be replying with the information requested We are working towards a resolution and now have an open line of communication via e-mail Thanks, GoPro Support Final Consumer Response / [redacted] (2000, 11, 2015/05/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Problem solvedThank you for great customer support

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

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ Hello, We're sincerely sorry to hear you are having these issues with your HERO3+ Black Edition cameraWe never enjoy hearing these situations arise and we'll do our best to ensure we reach the proper resolution We do have a one year warranty policy and often times cannot allow for replacement after it's expiredWith that said, we do treat each situation on a case to case basis and try to help where we can A Senior Supervisor will be reaching out to you shortly to ensure everything is handled properly from here on outPlease stay tuned for another e-mail shortlyThank you for your continued patience and understanding Many thanks, GoPro Support

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.) 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 honoredThey have honored purchase of accessoriesThe company made a mistake and the consumers are paying the price for their mistakeAll the consumers Got including me for appeasement is just a pat in the back and a simple apology Final Business Response / [redacted] (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 offerWithout having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributedWe 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 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 Regards, GoPro Support www.gopro.com/support Final Consumer Response / [redacted] (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 intoIf they have done it to the few people that put the codeSo they should have done it to the restAs 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 theirsThey should not be bullies and just undermine the rights of the consumersIf they would be forgiven for this matter, who are we to tell in the future what else this company can get away withI for myself want that they honor the code that they have accepted in ordering onlineA legitimate code that was put online and was accepted by the company, through the process of online ordering on their own websiteOn 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 orderSo please GoPro stop with all the alibi, give the consumers what they deserve

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

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

Hello, We are currently working on resolving the issue directly with this customerWe have received his camera and given the unusual circumstances, we are conducting extensive tests before sending a replacement cameraA 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 / [redacted] (1000, 5, 2014/12/12) */ Hi [redacted] , We're very sorry to hear you never received your HEROWhite Edition camera! We always strive to fulfill, ship, and deliver product in a timely mannerWe certainly did not accomplish that here and for that we are sincerely sorryIt 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 endAgain, I apologize you were not provided updates during this drawn out processOur 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 answeredPlease look forward to an e-mail in the coming hours Thank you for your continued patience and understanding! Many thanks, GoPro Support