GoPro

Complaint: [redacted] I am rejecting this response because nowhere does it say hat the mounts will distroy the surface of surfacesFurthermore there is no warning or caution anywhere in reguards to the adhesive being harmful or damaging the materialThere is something that can be done as my new GoPro is experianceimg the same issueI would like at least new mounts and reimbursement for the SD cards that I spent all this money onIt's the least GoPro can do for all the problems they have caused with clear and total disregard for there customersSincerely, [redacted]

Water damage is explicitly excluded from warranty coverageThe warranty can be found at [redacted] Here is the excerpt for this situation: "Because of possible user resealing error, this product is not warrantied against waterhousing leakage or any resulting damagePlease review and follow the instructions carefully when sealing the waterhousings!" While this is not covered under warranty, we did offer to provide the customer with a discount towards the purchase of a new camera with a 40% discount in exchange for their water damaged camera

A cancel request has been submitted internally to the appropriate team, along with a refund request The customer declined to walk through the steps with our agent to manually close the account on the customer’s end This can cause delays in cancellation/refunds on the backend We’re working to resolve those now, and the refund should be posted shortly

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 Business Response / [redacted] (1000, 13, 2014/10/27) */ Hi ***, We're sincerely sorry to hear you've been experiencing these issues so far with your GoPro HEROBlack EditonOur main goal here is to ensure you have a working camera so you can get back out there and capture life's experiences! A Supervisor will be taking over your Support Case and following up with you shortly to be sure everything is resolvedThank you for your continued patience and understanding Regards, GoPro Support Initial Consumer Rebuttal / [redacted] (3000, 15, 2014/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They sent me an email asking questions they already had answers toI responded with everything they wanted againWaiting to see what they are going to do to resolve the issue Final Business Response / [redacted] (4000, 17, 2014/11/06) */ One of our Supervisors has reached out and is working towards a resolution We have offered to make an exception to our Warranty Policy and have the camera sent in for us to troubleshootIf we are unable to get the camera up and running we have agreed to replace it under warranty Customer has agreed and is moving forward with this offer

Complaint: [redacted] I am rejecting this response because: I'm saddened by this response, and disappointed in GoPro in general A $mount given to us for the $4,ruined vacation I don't expect $4,000, never did But a spare battery and charger, or waterproof dive housing or something more than just another mount they give free in the box anyway would seem more appropriate I want to continue using GoPro for my scuba diving adventures, but I really have no faith in their product right now Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ Hello, We apologize for any disrespect you may have felt in working with our Support Team, as well as any other frustrations experienced in the processA Support Supervisor is looking into your existing case and will be reaching out to you through itWe look forward to reaching a resolution with you Thank you, GoPro Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have emailed me and brushed off the disrespectful attitude of the support staffThey offered 40% off a camera for which I have days to useThey should offer at least 50% off a camera and the associated accessories (mount and floaty door) which were also lost due to their advertising Final Business Response / [redacted] (4000, 9, 2015/11/12) */ Losing a camera in the water during it's use is never a pleasant experienceWhile we make mounts and accessories (Camera Tethers and Floaty Backdoors) to safeguard against such losses, it is ultimately up to the user to make sure the camera is safe and in their possession at all timesIn this case the customer's camera was lost while kayaking, when the camera and the mount it was attached to fell into the waterThe camera did have a Floaty Backdoor attached to help float the unit should it fall into the water, however the mount attached to the camera (Jaws Flex Mount) is not able to be floated by the Floaty Backdoor accessory as pointed out in our "Using the Floaty Backdoor" support article (http:// [redacted] )Also, a tether was not used in this case, which may have kept the unit from ever reaching the water While this loss is not something that can be covered under warranty, as all units involved are outside of their year warranty, but more so because the loss was not due to a manufacturing defect, rather improper use of the product, we do like to help in such situations by offering a discount on a new cameraIn this case, our highest available discount of 40% off the purchase of a new HEROwas offered While there was some confusion between our Support Representatives and the customer regarding which mounts are able to be floated by the Floaty Backdoor (as the Jaws Flex Mount is made of parts: one, the Gooseneck which can be purchased separately and is able to be floated by the Floaty Backdoor accessory, and two, the Clamp portion which when coupled with the Gooseneck does not float), ultimately the camera was lost while using an incompatible mountAs a show of goodwill for the miscommunication, we offered to send out no-cost replacements for the mount and accessory lost, adding to the highest available discount offer of 40% of the purchase of a new HERO We look forward to reaching a resolution with the customer, and hope to get them back up and running with a camera ASAP

Apologies for the difficulties in getting in touch with an agent! We'll have someone reach out to directly in order to assist with troubleshooting

Initial Business Response /* (1000, 5, 2015/07/22) */
Hi,
We're sorry to hear about the miscommunication regarding your GoPro camera replacementReviewing your case with GoPro Support we see that after troubleshooting we did offer to exchange your camera under warranty and sent you an
email on 4/3/requesting information necessary to begin the replacement processWe did not receive a reply from you after that email was sentIt seems the email might have gone into a spam folder and you might not of seen itWe would be happy to help complete the warranty processPlease reply to the last email you received from GoPro Support when you get a chanceAdditionally, we will have a Supervisor from GoPro Support reach out to you shortly
Many Thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The offer was all I was asking forAnd I thank Revdex.com for helping me resovlve this issue

Our average hold time over the last days has been under minutes, but we'll be happy to reach out to this customer An agent will be contacting him today to collect flight information, upload flight logs, gather proof of purchase, etc

Initial Business Response /* (1000, 5, 2015/09/14) */
Hi,
We regret to hear about the lost GoPro camera and the difficulty contacting GoPro Support
We would be happy to help in any way we can and will research the issue with the customerAt this time we cannot find any GoPro
Support case associated with the customer email or name provided in this Revdex.com case
A Supervisor has been notified of this case and will be reaching out to the customer shortly
Many Thanks,
GoPro Support

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
*** directly and will be handling the case personally to see it through to a resolution
Best Regards,
GoPro Support

Initial Business Response /* (1000, 5, 2015/10/19) */
Hi,
Thanks for bringing this case to our attention
We never like to hear about lost or missing cameras, and while they are not covered under warranty, we definitely want to investigate all the details to see what we can do to
help
One of our Representatives replied to this GoPro Support case two days ago, on the date this Revdex.com case was created, seeking further information to see what we can do to assist beyond the 40% discount: a copy of the purchase receipt, and photos of where the camera was mountedAt this time we have yet to receive a reply from the customer with these details
A Supervisor will be reaching out shortly to request those details again, as they will help us get one step closer to the customers desired outcome
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Fortunately, the HERO Session is still capable of this! When the camera was first launched, it's Out-Of-Box settings allowed it to take a video or a timelapse photo at the push of a button Pairing to the GoPro App (free to download!) or the GoPro Remote (not included) allowed for
further settings options, such as Burst mode (this sounds like the mode referred to here), Single Photo Mode, and Looping Video
The camera's most recent firmware update is over a year old, and the update actually allows these modes to be selected in-camera, without pairing to the GoPro App or Remote Give us a call at *** *** *** and we'll be happy to walk you through setting up your camera to take advantage of its burst-mode capabilities!

Complaint: ***I am rejecting this response because:
I am not accepting GoPro's response to the complaint until they make good on the service the claimed to provideGoPro has only provided timely responses to my rejections on this complaint and has not tried to contact me for any resolutionThe acceptance quoted by GoPro is taken out of the context as the acknowledgement that as the only option the supervisor was capable of makingThis complaint was filed to seek resolution from higher authority in GoProGoPro still does not acknowledge their mistake and mistreatment of their customerI will be more than happy to accept GoPro's response to the complaint, once they provide me a warranty to the handle they sent, and send me another caseI feel I already helped them in shipping costs when they failed to provide me the shipping label for the RMA, had their support not failed on multiple instances, this situation could have been completely avoided.
I'm tired of GoPro forcing me to put in all the effort
Sincerely,*** ***

Initial Business Response /* (4000, 13, 2016/04/05) */
Hi,
We regret to hear about your disappointing experience with our GoPro cameras and Customer support case, and especially that you are having trouble with the replacement camera as well
A Supervisor in GoPro Support has been
updated about this case, and will be reaching out shortly to make sure we have you up and running with a working camera as quickly as possible
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 15, 2016/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agreed to send back the replacement camera that was sent to me for them to trouble shoot the problemsBut I am not holding mu breath that I will get a working camera backBut I will play their game "AGAIN"

Complaint: ***I am rejecting this response because: Because the customer asserts that GoPro is incorrect. The customer has cited here and on their forums text from the State of Texas' Comptroller site that deals with taxes, with examples they give that match up with this situation, that state taxes are charged on the DISCOUNTED amount, not the full amount. GoPro has repeatedly said they are bound by law but fail to state which laws. All one has to do is look at their website and see that they are taking a pre-sale discount and trying to apply it as a post-sale rebate which enables them to collect a few extra dollars on each transaction. They violate their own terms and conditions stated on their own website. And they refuse to acknowledge their mistakeIn addition they make it nearly impossible to contact them via support so the customer has zero recourse.
As stated before I have filed a dispute with my bank for just the $I was overcharged and they have accepted itBut that does not make right how GoPro has treated ALL their customers over the traprogram - not just myself
Sincerely,*** ***

This customer was shipped a HERO+ LCD, which has since arrived The customer confirmed receipt Our apologies for the frustrating process; it should not have taken this long to resolve the issue

We are working with *** to replace his cameraThis time we are having a unit sent to our headquarters to undergo a wide variety of testing to ensure that it is fully functionalOnce we have verified that it works and is free of any cosmetic issues, we will send it to ***, at which point he will be provided with a pre-paid FedEx shipping label to return the camera that he currently has
This process is already underway and should hopefully be completed this week, barring any unforeseen delays
Best,
GoPro Support

Initial Business Response /* (1000, 5, 2014/12/17) */
Hi ***,
Thank you for reaching out to GoPro! We're sincerely sorry to hear about the trouble you've already been through in regards to the fraudulent order placed without your knowledgeWe do our best to resolve these trying
issues as quickly as possible
Typically these charges do need to be addressed at your bank and they can usually help outIn this case, it appears there is more to be done and we'll have a Supervisor reach out to you shortly to sort everything out
We do have to protect every individuals privacy so that information must be kept confidentialHowever, we're confident that we'll resolve the issue and process a full refund for you as soon as possible
Many thanks,
GoPro Support