GoPro

Initial Business Response /* (1000, 5, 2015/09/25) */
Hi,
Thanks for bringing this issue to our attentionWe regret to hear about any difficulty in receiving adequate assistance from GoPro Customer Support
Given the size and intricate design of our cameras, we do not offer a repair
service as the cost and time of disassembling a camera and replacing a small component out weigh the costs of replacing a cameraWhen cameras are no longer under warranty a discount is a viable solution as a way of off setting potential repairs costs and giving the customer a fresh start with a new camera
A Supervisor has been made aware of this case and will be reaching out shortly
Many thanks,
GoPro Support

After buying a new Gopro camera, I used it for snorkeling trips and shallow swimming for about trips, over a period of five months or soOn a once in a lifetime trip to Thailand, the camera casing leaked water and ruined the cameraI was unable to capture any footage of my favorite part of the vacationWhen I contacted Gopro about this and asked for a refund/exchange, the best they could offer was a 20% discount on a new GoproI was very disappointed that this is all I was offered when I thought that the least they should do is replace the camera, since they cannot replace the footage that I missed out on

All warranty replacement cases require a proof of purchase in order to verify whether the customer's product was purchased through an authorized retailer, as well as to establish a warranty eligibility timeline This customer did not provide a valid receipt
Further, the customer's return
unit was never shipped; we recieved the customer's package, but it did not contain a camera This was verified with the warehouse and the courier
With a clear copy of a valid receipt and the shipment of the customer's faulty unit, we'll be happy to process a replacement

Initial Business Response /* (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

Apologies for the miscommunication, and the long hold time! We're sending the proper frame out to the customer

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

The customer has been refunded the $that was the difference in the price that he should have been charged initiallyThe refund was processed on 6-27-and it’s number is ***

Initial Business Response /* (1000, 20, 2014/10/24) */
Hi ***,
We're sorry to hear about the poor experience in receiving your Fetch MountWe do our best to keep our ordering process as smooth as possible and usually do not require signatures on small item orders like this one
A
Supervisor has been updated on your case and is currently researching the issueThey should be reaching out shortly to follow up with you
Our records show that the order was successfully delivered on the 15th of September, and we definitely want to make sure you are up and running with your new gear without issue
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 22, 2014/10/29) */

Initial Business Response /* (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 /* (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 /* (1000, 5, 2015/01/19) */
Hello,
We are sorry to hear about the damage to your HEROfront LCD screenA Support Supervisor is looking into your issue, and will be contacting you shortly via your existing GoPro Support caseWe look forward to reaching a
resolution with you
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (3000, 7, 2015/01/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They continue to offer me the same resolution of a 40% off coupon for a new coupon once I send my broken camera inI continue to tell them I do not want any couponsI would like a new camera at the very leastThey also state there is damage to the housing unit after I have sent them two different pictures showing them there is no impact damage to the front LCD of the housing unitOnly the front LCD of the camera has damage
Final Business Response /* (4000, 12, 2015/01/31) */
Hello,
The damaged caused to this camera can only result from use, as the front LCD screen glass will not crack as shown in the customer's attached photos without some type of external force being appliedThis is not a manufacturing defect, as such it is not something our warranty coversDamage to the housing indicates it has been impacted, whether or not the impact to the housing occurred directly over the camera's LCD is not important, as any shock to the camera is absorbed by the entire unitThe glass LCD screen can be damaged even when not directly impacted
While this is not something covered by warranty, we have extended a discount offer to the customer to help ease the frustration of the situation, and the financial strain of replacing the unitShould the customer like to take us up on this offer, they have all the details needed to do so in their current GoPro Support Case
Many thanks,
GoPro Support
Final Consumer Response /* (4200, 14, 2015/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They continue to just offer me 40% off couponsI don't want to spend bucks on a camera that is just going to break again

This customer's support claim for which we processed a replacement was for an Omni rig, but not the cameras or SD cards This Revdex.com case is the first indication in our records that there was an issue with these particular items, as the initial claim did not include them We're contacting our warehouse to verify what was received We'll reach out to the customer directly via his support case once we have complete information

GoPro is happy to replace this customer's camera under warranty provided a proof of purchase is provided showing that the customer is within the warranty period ***) The customer was unable to provide a receipt
Even though
according to the customer the camera was out of warranty, the customer was offered a courtesy 20% discount toward a replacement, which was declinedThe customer was also informed about the TradeUp program, which would allow him a 25% discount on a new HEROBlack camera
All GoPro support agents, no matter their location, are trained to provide high-quality support in a customer-friendly manner

This customer's camera has been replaced, and he's indicated that the replacement unit is performing as expected

Sorry to hear about the trouble! Fortunately this customer has been in contact with us, and we've set up a warranty exchange (submitted 8/22) The replacement camera will be dispatched as soon as the faulty unit is processed into our warranty facility

Initial Business Response /* (1000, 6, 2014/03/10) */
Hi ***,
Sorry for any confusion or frustration caused here
At promotions or events, we may offer the $discounts towards the purchase of a new camera on our websiteTo obtain this promotional offer, you would need to sign
up through the iPads at our kioskThrough this sign up process, the terms and conditions you agreed to, do state that all discounted sales are finalAdditionally as you mentioned, the email that was sent to you providing the discount code, also stated all discounted sales are final
We do indeed have a day guarantee for regularly purchased camerasThat being said, the rep at the event you spoke with should have clarified that all discounted sales are final when using a promotional couponWe are also looking internally to see why the messaging that all discount sales are final would not have shown when placing the order on our websiteWe absolutely apologize for any misinformation or confusion this may have caused
For these inconsistencies, we have asked a supervisor to take your case over to make sure it is handled appropriatelyFrom looking into your case, it seems this has already taken place and everything is well underway
Many Thanks,
GoPro Support
Final Consumer Response /* (2000, 11, 2014/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response you have on file is different than the one that has been sent to me from Customer Support by an Associate named Nickon
He made arrangement to have the item returned and a credit issued
At this time, they have received the product and issued a credit that as of this time has not posted to my credit card accountI will advise when posted
I might add that Nickon was prompt in making the correct considerationWhy you did not get his reply, I do not know as the one you have seems to be just a standard memo
Thanks, *** ***

Initial Business Response /* (1000, 5, 2014/12/23) */
Hi ***,
Thank you for bring this issue to our attentionWe regret to hear how long it has taken to get you and your son a replacement battery
Typically warranty replacement part orders are packaged and shipped out within a
few business days
A Supervisor is currently looking into the issue to see if there was lack of inventory or a clerical error and will reach out to you promptly with a resolution
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2014/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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.)

Our sincere apologies for the frustration here; a system issue caused difficulties in cancelling this customer's GoPro Plus account The customer's account has been cancelled, and the customer has not been charged

I'm unclear on what we're addressing here If the customer is having a technical support problem or sales order issue, we'll be happy to reach out and find a resolution

Initial Business Response /* (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