Sign in

GoPro

Sharing is caring! Have something to share about GoPro? Use RevDex to write a review
Reviews GoPro

GoPro Reviews (532)

Hi, We regret to hear about any issues with the replacement camera the customer has receivedWhile upgrades are not available under our warranty policy we would be happy to work with this customer and get a working camera in his hands as soon as possible A Supervisor has been notified of this case and will be reaching out to the customer shortly Many Thanks, GoPro Support

Initial Business Response / [redacted] (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 BBB case. Regards, GoPro Support www.gopro.com/support

Complaint: [redacted] I am rejecting this response because: GoPro has the full correspondence + proof that the defect showed up in the first months after date of purchaseI looked at the warranty clauses and there is no clause stating that you have to notify GoPro within monthsHence the warranty period for cameras bought in the EU is actually months and although you can argue about warranty, you can give customers still a longer guarantee for claiming defects I am very disappointed that a company like GoPro handles cases in this wayTo me GoPro has double standards and takes no care about customers who bought a premium priced camera and could expect a longer technical life time than monthsHence looking back GoPro already knew about this defect before my defect showed up considering the number of complaints when entering "vertical stripes GoPro"In my opinion it's a technical defect and more courtesy would be reasonable I offered GoPro a reasonable solution (1/- 2/3) although I am aware that GoPro offers customers a full and free replacement after one year looking as mentioned in many posts on Revdex.comHence there are even customers who got a full replacement after 1-years without proving the date of purchase as the camera was a gift Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/12/11) */ 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, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) My credit card was charged it went through the pending and as per federal law you should honor the orderAlso cancellations are not covered in your terms of service when I purchased the product so again as per federal law GoPro is required to fulfill the order since I was charged and the order was processedPlease process the order otherwise I will look at further legal actions against your company as it is also noted and proven that GoPro did not cancel all orders with this code, orders with a 3+ or accessory purchased after my purchase were fulfilled so to say you were not honoring the code for anyone who was unauthorized is untrue and unfoundedPlease fulfill your promise your company made, ethically GoPro should follow through with a payment they accepted 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 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 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 Final Consumer Response / [redacted] (4200, 11, 2014/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The terms and services say nothing about coupon code use as of the date purchasedGoPro updated their terms and services after the coupon code was used and they cancelled my orderI have a copy of the terms and services from the day I purchased the item both via screenshot and as a document and there is no mention of you will not be able to accept these terms and services agreement without authorization of a couponThe simple fact is that GoPro has violated federal law in relation to charging a card and taking money for an item and then not shipping the itemAlso in the terms and services the company does not have a cancellation policy which according to federal law if a consumer has a charge the company is legally accepting responsibility for fulfilling the order as per the agreement of a legally binding purchaseGoPro's ethical decision to only fulfill Hero 3+'s and Accessories and not fulfill Hero 4's product just proves the dishonesty and lack of ethical responsibility that Revdex.com businesses are agree to uphold as a member and just proves the company was trying to get rid of old product and not fulfill any new product at the discounted priceI will be reporting GoPro for this incident to the federal trade commission and hope Revdex.com reviews their membership as they lack serious ethical and customer relations

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 sincere apologies for the frustrating experience here; a supervisor is reaching out to this customer directly via his support case to verify that there are no outstanding issues with this case The latest replacement camera, as discussed with the customer on 5/16, was delivered 5/

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 12450072, and find that this resolution is satisfactory to mePlease send my replacement drone that I will not be able to fly because it is not complete to [redacted] also I would like my GoPro care refunded at a prorated rate since it did absolutely nothing for me in this situation.Full of hate, [redacted]

The drone flight logs indicate no manufacturing defect that led to the lost drone, rather environmental factors and potential pilot error We're happy to extend the offer suggested by the supervisor he spoke with, which goes above and beyond what's typically extended in lost drone situations We cannot replace the unit

We have recorded contacts from this customer regarding his HEROBlack camera via the provided phone number, and no contacts regarding this issue documented under the supplied email address The first contact, on December 22, ended with the customer set to perform a run-time test in order to verify whether or not the customer's battery was functioning properly When the customer was advised that we can proceed with a potential warranty (once we verify the purchase qualifies) upon learning the results of the runtime test, the customer ended the phone call The only other documented contact we've had with this customer was on December 30, when he called in on December to again ask for a replacement to be sent without going through the warranty process When we explained the process necessary to process a warranty replacement claim, the customer ended the call We attempted to initiate troubleshooting on December 22, which would allow both us and the customer to understand what the camera's issue is as well as complete the necessary steps toward a warranty replacement (if eligible/necessary) Unless the customer contacted us via a phone number/email address not listed in the complaint, we've received very limited contact, and can't proceed with a warranty claim until the camera fault and purchase are both verified We'd be happy to continue this process at any time!

This customer’s replacement unit was shipped, and arrived on 4/** Our records indicate no further correspondence, and we consider the matter resolved If there are further issues, we’re happy and ready to address those

Initial Business Response / [redacted] (1000, 5, 2014/03/20) */ Hi [redacted] , Very sorry to hear of any trouble experienced with the camera as well as with our support We handle each support ticket on a case by case basisGranted this may create some inconsistencies in the outcome of a case, it is ideal because it allows us to include all of the events and nuances surrounding the issue, to identify the route causeThis rings especially true when faced with an issue around excessive force or impact, something that isn't covered under warrantyWe try to help each customer out as much as possible, in all situations Seeing as the camera was such a recent purchase, we have asked a supervisor to take over your case to ensure all angles and all facts are investigated thoroughly to take a second look Many Thanks GoPro Support

If the customer wishes to place a new sales order and apply the TradeUp credit from his previously submitted used camera, we can provide a $discount toward a HEROBlack, or a $discount toward a HEROSession

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

Revdex.com: The process has been extremely frustrating and was only resolved after the complaint was filed with Revdex.comHowever, with regards to the response: 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] ***

Complaint: [redacted] I am rejecting this response because: I contacted your company via phone twiceThe unit was purchased from BestBuy with cashI told your employee this over the phoneLooks Like I have to suffer because you don't keep records, honor warranties and your products fail.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: %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 productsdrones etc!!Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/11/23) */ Hello, We apologize for any frustrations or difficulties you have had in your GoPro Support experience thus far, and look forward to working with you to resolve all issuesA GoPro Support Supervisor is reviewing your case and will be reaching out to you via the existing support case email thread shortlyThank you for your patience -GoPro Support Team Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the EXACT same response I have received for the last yearHow does this response warrant this company from honoring warranties or reimbursing me? If I do not get a real response I will take this to the next level with legal actionI never wanted this but this prewritten response by GoPro is the exact same wording as their other responsesI am not going away and expect immediate compensation Final Business Response / [redacted] (4000, 9, 2015/12/04) */ A GoPro Support Supervisor has been in contact with the customer, who has agreed to proceed with a warranty exchangeWe are working to get a properly functioning unit in the customer's hands as quickly as possible and have offered to cross-ship the replacement unit in order to do soCurrently we are waiting to hear back from the customer, who is traveling, in order to continue with the exchangeWe look forward to working with the customer and providing them a world-class support experience! -GoPro Support Team Final Consumer Response / [redacted] (4200, 11, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not heard back from themThey said they would be sending a new camera and as of yet I have received nothing and have had no further contact from themThis has been going on for almost yearThey said they were sending a new camera in September also but NEVER did so

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ Hi, We regret to hear about any frustration this customer experiencedWhile several issues delayed the delivery of this replacement, a new camera has been shipped and will be delivered shortly A Supervisor has been notified of this case and will be reaching out to the customer shortly Many Thanks, GoPro Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) One week later after contacting with Revdex.com services, the Customer Support Supervisor contacted me by email saying that the new camera had been shipped and offering me a complimentary mount of my choiceHe deeply apologized for the frustration experienced during the last months The new camera arrived the next day after the email as expected! Thank you!

Cross-shipping was not available for this customer's unit due to a temporary backorder of replacement stock Attempts to communicate updates to the customer were met with racist and abusive language, resulting in an inability to convey fully updated information The replacement unit has since shipped, and according to FedEx tracking, will be in the customer's hands this week GoPro does not provide upgrades for units with potential defects, but replaces them with like model cameras (per the warranty terms, found here: https://gopro.com/help/articles/Block/Warranty-Information)

Hello, This customer placed one order with us in March of 2017, and besides that we have no records of any other contact with them until June 14th when they inquired about the Trade Up ProgramBy that time the promotion had endedThe Trade Up Program was a web based promotion and users could not call in to place the orderThey had to use the website which is documented in one of our systemsThere is no record of any transaction or even authorization for this customer going off of First/Last name, or [redacted] as the email address We will not be honoring the promotion as there is no record of any order placed, or any customer support contact from this customer during the time of the promotion

Check fields!

Write a review of GoPro

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

GoPro Rating

Overall satisfaction rating

Address: 2111 Eastridge Ave, Riverside, California, United States, 92507-0778

Phone:

Show more...

Web:

gopro.com

This site can’t be reached

Shady, yet now dead: once upon a time this website was reported to be associated with GoPro, but after several inspections we’ve come to the conclusion that this domain is no longer active.



Add contact information for GoPro

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated