06-01-2017 10:10 PM
It was about 2 weeks ago when my Gopro Hero 5 leaked while i took into the swimming pool for some undewater shots.Turned out the Camera was faulty. I tried reaching the Gopro India support on the number floating on the Support page. Everytime i tried calling that number, it reached to poor lad in West Bengal ( i think so , I am not sure) who has never heard about gopro. And he doesnt speak english. Second thing, I thought i could reach gopro through Support mail id. * Road block* Turned out there is no dedicated email contact for such concern. So what next? I had to call the international no. Viola! My mobile service provider didnt provide international calls at the package i have choosen and i have to subscribe again to be able to reach Gopro. What did i do then? I had to stay late in the office ( which is an service organisation, and we have International calls facility obviously) sneak in to the conference room and call up the international number, looking over my shoulder and hoping nobody questions my intentions to make international calls for personal concerns from an office landline.
After an hour long wait at the call support someone picks the call. Here on the experience was much better, The support executive listened carefully and handled the complaint very proffessionally, he was kind and gave me confidence that Gopro will take care of the replacement and all the related expenses. He also sent me mails asking for the related invoice and documents, i sent. He replied me with all the instructions to ship the camera to the nearest RMA office ( singapore). Relieved after this, i packed and sent my gopro through UPS . After i got the tracking number, i sent a information mail with the tracking number to same email loop. Now i recieved an automated reply from gopro saying the request was closed. Well again, The whole call the Gopro support process repeats. Someone again answers the call and says the request will not be closed and the replacement will be shipped very soon.
Fast forward 5 days ahead, Today : I recieved a mail from my company's Courier desk saying that there is a Cash on Delivery package from UPS. And the concerned UPS agent in Bangalore has sent me a Customs invoice and the bank details to send the money. Now i have to Pay about 2750 Rupees to recieve my gopro replacement.
Your operations in India is terrible and i am not at all happy about it. I thought i could be a good ambassodor for gopro and suggest Gopro cameras to me friends after the replacement service. You really need to rework on the INDIA opertions to keep your customers happy. You really need to find an alternative for your customers to reach you easily. Have a dedicated email id for your support team atleast. I hope i get to see some good days with the Gopro in future. Please help me with this situation.
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08-23-2017 08:33 AM
Could you please tell me what all document you submitted to send this product to Singapore. Even my GoPro got some issue not turning on now. I want to send this to Singapore. I have commercial invoice and label. Please assist me to send this to them back.
"UPS says i need to send it from a company, as a individual i wont be able to send this to Singapore." any assistance.
09-12-2017 07:30 AM
09-12-2017 08:31 AM
10-21-2017 12:50 AM - last edited on 10-23-2017 03:07 PM by ryanv12566