04-22-2017 06:05 AM
I ordered Hero 5 black using tradeIn program but the return label sent to me is a corrupt file/empty file. I cannot open it. Now I am going on a vacation starting May 4th and hoping that I will have no problem with ordering/shipping. The chat support is always closed. I am very frustrated by my experience. My order# is NA01040020. Can you help?
04-22-2017 08:43 AM
Same issue as reported here; no need to repeat my story as it is identical in the threads here. But I do think the company is on the outs after this disaster. Customers will only put up with so much before abandoning ship. Someone from the company needs to make a statement regarding the status of this problem and when a fix is expected. I have purchased all GoPro models since the beginning and I am disheartened by the deterioration in their customer service. The Karma is dead in the water, killed by DJI before its launch. The current issue with the shipping labels has eroded all my confidence in the company. I'll give them a few more days then brave the long wait to get a customer service rep to cancel the order. Shame on you GoPro!
04-22-2017 08:56 AM
As I've stated in previous threads I really don't think help is on the way. The customer service reps we get to talk with are in the Philippines. When asked to speak with someone in the corporate office they just throw up the Trump wall and play blocking guard. The only way to speak with the folks in charge is with a subpoena I suppose, maybe at a deposition. I own Canon DSLR's and have had on occasion the need to speak with customer service. What a contrast to this GoPro experience. They are here in the states, very knowledgeable, you can tell they are not reading from a script and they are never in a hurry to get you off the phone. I REALLY wish they would get into this market. If they did this GoPro trash would go where it belongs, in the trash.
04-22-2017 10:29 AM
04-22-2017 10:39 AM
Well, at least it looks like they're honoring the program then. I still can't figure out why issuing replacement labels for those with corrupted labels could be so hard. The labels are only going to one place, GoPro, they are only coming from one place, you. So it's not like you can use the label for something else, and I'm guessing they don't get charged unless the label is used, yet when I contact "customer service", and I use that term in the loosest sense, they have no solution and just read the script, several here are 2 weeks into this fiasco, seems like an inordinate amount of time to fix this problem.