GoPro

Complaint: ***I am rejecting this response because: They Never sent me a new GOPRO Camera. They sent me a refurbished Camera. The original Camera was new but did not work out of the box. Why would they send me a refurbished one. I paid for a new camera that never worked from the first time it was turned on. This is completely unacceptable. Of course I responded to their email several days ago and have not heard anything back from them as well. Sincerely,*** ***

This is not an instance in which the customer's camera qualifies for a replacement The customer did not reach out for warranty assistance until the camera was months outside the warranty period We do not have a record of the customer's previous correspondence While the
customer's issue was brought to the attention of GoPro more than a year outside of warranty (camera purchased 7-24-2014, first documented support contact on 8-21-2016), we extended a courtesy discount of 40% off the price of a current model camera While this is not a camera that we can replace, we're happy to extend the 40% discount should the customer still wish to take us up on the offer

Apologies for the delay This customer's replacement unit was shipped and marked as delivered this morning, 6/ Shipping information was provided to the customer upon shipment of the unit

This product was purchased via a 3rd party *** *** *** These sales interactions are not managed, processed, overseen, or in any other way connected with GoPro The seller's contact information can be found
here: ***

This customer is requesting to speak with supervisors in order to request free products. The customer demanded on October 17, 18, and that we provide a complementary Supercharger unit (a wall-charging accessory). We provided the customer with the unit as a one-time exception. We
stand behind the hard-working folks that interact with our customers day in and day out

Initial Business Response /* (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 /* (3000, 7, 2014/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing in the Terms and Conditions at the time of the order gave GoPro.com the right to cancel an order that has been submitted
Just on this basis alone, GoPro cannot cancel my order
GoPro also claims that they unilaterally cancelled all orders using the "stolen" coupon codeThis is falseMany users on slickdeals.net are discussing this fiasco that GoPro createdThread found here: *** In this particular thread, users are reporting GoPro has shipped orders of GoPro Hero3/Hero3+ cameras along with accessories to people who have used this code without obtaining it from GoPro Support
GoPro cannot claim to have cancelled all "fraudulent" coupon orders when in fact they honored some of these orders
Admit your mistake GoPro, and do right by the customersHonor ALL coupon orders (Not just some) and move on from the fiasco your company has created
Thank you
*** ***
Final Business Response /* (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
Regards,
GoPro Support
www.gopro.com/support

Initial Business Response /* (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 /* (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 /* (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://***)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

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, *** ***

Apologies for the delay in receiving your replacement camera - it certainly should not have taken that long This customer has received the HEROBlack camera referred to here, and it was marked as delivered by FedEx on Wed, 9/
A supervisor will be contacting this customer to follow up

Initial Business Response /* (1000, 5, 2015/12/17) */
Hi,
We're sorry to hear about your HEROBlack freezing and locking up while trying to recordA Supervisor has been notified about this case and will be following up shortly to continue the dialog
All of our cameras do come with
a year warranty in the event of any hardware or software issuesCamera's sold under REI's "Garage Sale" are clearly stated to be sold as is and "like new" and as identified in this case, the camera was sold openedPer our warranty we do not cover items sold in this manner as GoPro cannot ensure the quality nor the history of the camera being soldREI make clear that this is an at risk purchase and provide large discounts in supplement of items that have been opened or used
The customer was offered a 40% discount toward the purchase of a brand new HEROin exchange for the defective unitThese discounts function as a courtesy when we cannot replace a camera outright and are an exception to our warranty policyAt this time the customer has not followed up on the offer
We never like to see a customer with a non working camera and always strive to do our best to help outWe will continue the dialog with the customer to hopefully get them back up and running
Many thanks,
GoPro Support

Initial Business Response /* (1000, 5, 2015/02/02) */
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
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 and their order was cancelled in error, we would ask the customer to provide the case number, which should match the email address or name in this Revdex.com case, or reach back out through the support case where the code was provided to them
Regards,
GoPro Support
www.gopro.com/support

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
Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
I understand what you are saying and I did find this code on 'slickdeals' just as I do with dozens of other websitesI still don't agree that it is right to simply cancel the orderI had other full price items on my order as well and at the end of the day this isn't my faultGoPro should at least offer some sort of reasonable percentage discount since this was purchased on their website with a working codeSomething like 25% off my order instead of 40% would at least be nice showing GoPro realizes this is not my fault
Thanks,
***
Final Business Response /* (4000, 9, 2014/12/16) */
Hi ***,
This discount code was not a sale, or a promotionIt is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employeesUnless there is a support case where a discount code was issued, we do not have a discount available
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 code
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

Per the customer's case:"Don't botherIt's just not worth
the timeThere was a lot of miscommunication between your reps and myselfAs far as trying to get in touch with me, I know you're doing your job and I appreciate you reaching out but it took over a month for someone to actually address the issue and callMost people have 9-to-jobs so getting to the phone in the middle of the day is sometimes impossibleI'm sure you can understand. And the way you described the situation isn't exactly how it happenedI think it's a little ridiculous that it takes a Revdex.com complaint for you guys to pick up the phone and callWe're just gonna take this as a loss and move onThanks anyway."We've notified the customer that we'd be glad to address any future issues that may arise Per his request, there will be no further follat this time

Initial Business Response /* (1000, 5, 2015/12/02) */
Hi,
We regret to hear about any frustration this customer experiencedWhile we cannot offer a replacement for a camera which falls outside of our one year warranty period, we would be happy to work with this customer and explore other
options
A Supervisor has been notified of this case and will be reaching out to the customer shortly
Many Thanks,
GoPro Support

Unfortunately the customer's assertion is incorrect, and GoPro is bound by law to collect the appropriate sales tax for this purchase For sales completed with the TradeUp program, that entails charging state sales tax on the full dollar value of the camera before any price reductions that take effect due to participation in the program

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
Initial Consumer Rebuttal /* (2000, 7, 2014/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/10/31) */
Hi ***,
We're sincerely sorry to hear you are experiencing ongoing issues with your HEROBlack Edition cameraIt is our goal to ensure you have a working camera so you can capture life's moments previously unable to be
captured
We will have a Supervisor take over your Support Case and reach out to you shortly to ensure everything is handled appropriately from here on out
Thank you for your continued patience and understanding during this process
Regards,
GoPro Support
Initial Consumer Rebuttal /* (2000, 12, 2014/11/30) */
Shorthly following my contacting the Revdex.com, I was contacted by the Supervisor of Customer SupportGoPro has now replaced my camera, my BackPac battery, and sent along an extra on-board battery
I have set up and charged the camera successfully, and look forward to my first chance to test the outfitHopefully soon, over the holidays
Thank-you for your efforts on my behalf
*** ***

Initial Business Response /* (1000, 5, 2015/09/14) */
Hi,
Thanks for bringing this case to our attentionWe regret to hear about any delays and frustration caused during our warranty processIn reading over the Revdex.com case, the descriptions provided do reflect the level of service that we
strive to provide
A Supervisor has been notified of your case and is currently researching to understand what happened and what solutions we can provideThey will be reaching out to the customer shortly to try and resolve the situation promptly
Many thanks,
GoPro Support
Initial Consumer Rebuttal /* (2000, 7, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Replacement Herohas been receivedI will test the replacement camera and housing in the coming weeks, to ensure proper quality image and videoThe Supervisors responded very quickly after I placed the claim, and kept good communication with myselfThank you guys!

Hello,
Camera was delivered today
Thanks a lot

Initial Business Response /* (1000, 5, 2015/07/30) */
Hi,
Thanks for bringing this case to our attentionWe regret to hear about the issues experienced with the HEROcamera and want to do everything we can to help out in a timely fashion
Additionally we would like to apologize for
any delays in responding to your GoPro case via GoPro SupportOur Support Team has been working incredibly hard to keep up with customer inquiries and two recent product launches
A Supervisor has been made aware of this Revdex.com case and will be reaching out to try and resolve the issue
Many thanks,
GoPro Support