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Tourist
Posts: 4
Accepted Solution

Billing Department is dead? 2 weeks and no response/processing.

I ordered a GoPro Hero Session last month expecting it to ship in time for a recent trip. Nothing came in the mail. When checking the order I see a "Processing..." label on the purchase in Paypal. So I tried giving you money to get a product you sell. Are you still selling the Hero Session? I've tried calling last week and this week, but I'm just put on an indefinite hold. Why is support so bad?!!


Accepted Solutions
GoPro
Posts: 3,924

Re: Billing Department is dead? 2 weeks and no response/processing.

Hi @andyb14,

 

If you give our Sales Team a call they should be able to get you taken care of. It looks like wait times aren't bad at the moment. You can also give our Support Team a call and request a call back from our Billing Team. Hope that helps! https://gopro.com/help/articles/Block/Telephone-Numbers

 

Best,

Ryan

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All Replies
GoPro
Posts: 3,924

Re: Billing Department is dead? 2 weeks and no response/processing.

Hi @andyb14,

 

If you give our Sales Team a call they should be able to get you taken care of. It looks like wait times aren't bad at the moment. You can also give our Support Team a call and request a call back from our Billing Team. Hope that helps! https://gopro.com/help/articles/Block/Telephone-Numbers

 

Best,

Ryan

Tourist
Posts: 4

Re: Billing Department is dead? 2 weeks and no response/processing.

Hi @ryanv12566

 

I've been put on the "Call back list" for Billing Team twice now. No response on both days I was supposed to get a call back.

 

I just called and got put on hold. Last time I got put on hold for 30 minutes before I hung up.

 

Got any better suggestions?

Tourist
Posts: 4

Re: Billing Department is dead? 2 weeks and no response/processing.

Still waiting on hold; the automated voice just informed me average wait times are up to 3 hours right now. This was the best time to call?

GoPro
Posts: 3,924

Re: Billing Department is dead? 2 weeks and no response/processing.

Hi @andyb14,

 

All or our agents are working as quickly as possible to get through each call in the order in which they were received. Let us know once you are able to get through, like I said the hold times do not look to be too long at the moment.

 

Best,

Ryan

Tourist
Posts: 3

Re: Billing Department is dead? 2 weeks and no response/processing.

I have had this same issue for 2 weeks now! I ordered the hero 5 cyber monday deal on Sunday (11/26) evening to wake up to an email saying something went wrong please call the support team. So I did right when they opened the next morning... this was the start to the worst customer service I have ever had. I would go through the same process over and over again with customer service puting me on hold to get through to the billing department.  I called 15 times last week and sat on hold for all together 4 hours (I counted my phone calls and added up how long they were), each and everytime that I finally had to get off hold because I have to do stuff with my day other then sit on hold I would tell them to put me on the Q-list. They claim that this is their calling list, well I DO NOT BELIEVE THEM... I was put on that list 15 times and STILL HAVNT RECIEVED ONE CALL FROM BILLINGS!!!!!!!! So since I wasnt charged for my last order (that was this issue that I could never get through to billings to repurchase)... I decided to just buy the Hero 5 AGAIN (Sunday 12/3) with hope that it would work. Well here I am three days after the order and I didnt receive an email that something went wrong so I should have recieve my gopro, well um YESTERDAY because it said 2day shipping on my order. Yep, yesterday and yet the tracking page everytime I open it still says it is processing. SOOOO here I go again calling customer service for now the 17th time (called before billings was opened today, so had to call back for this non existent billing department...) and I have now been on hold for going on 30mins. Everytime the customer serivce dude comes back to me he says "the billing department it still not available" I LITERALLY CALLED RIGHT WHEN THEY OPENED WHAT COULD THEY BE DOING. Go-pro need to get there **bleep** together because this is ridiculous and it is happening to many of their customers. Hopefully this well make something happen or more will post about the same issue and then Go-pro will start to care about their "less important customers" the ones who arent famous and using their products. Maybe they will care and fix the issue of billings, and not getting there product to customers when they say....

Sincerly your EXTREMELY PISSED OFF CUSTOMER, 

Courtney Sullivan 

Tourist
Posts: 4

Re: Billing Department is dead? 2 weeks and no response/processing.

Did this ever get resolved for you? Am dealing with the same insanity.

Sightseer
Posts: 1

Re: Billing Department is dead? 2 weeks and no response/processing.

My refund process has been delayed more than a month and 2 weeks. Every time I call, different representatives speak the same thing and nothing happens. Billing department reached out to me twice, took my credit card information twice, and still no money back. The amount of refund I need to receive is $519.99 but NO ONE IS TAKING CARE OF MY CASE and they all say the same thing. I really regret that I got a GoPro... Still fighting with these representatives every day...