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Tourist
Posts: 10

GoPro Customer Service

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Belinda (10/13/2020, 10:10:22 AM): Thank you for contacting GoPro! My name is Belinda, how can I help you today?
Belinda (10/13/2020, 10:10:38 AM): Hello Aswad, I'm very sorry if we weren't able to answer immediately as we currently have a huge volume of requests, but since you got me on the line I promise to do my best to make the most out of this conversation.
Me (10/13/2020, 10:10:44 AM): My order has not been delivered and i need either a replacement or a refund please
Me (10/13/2020, 10:11:11 AM): My name is Gordon and I have had to use a new name and email as I have been trying to contact you for over two days
Belinda (10/13/2020, 10:11:18 AM): This is not the kind of experience we want you to have, but do not worry, since you do have me on the line, let's work together so we can check possible solutions.
Belinda (10/13/2020, 10:11:38 AM): Thanks Gordon for the information.
Belinda (10/13/2020, 10:11:55 AM): Let me check your order.
Me (10/13/2020, 10:12:07 AM): My order number is SO-4056267 and it was ordered on 8/10/20
Belinda (10/13/2020, 10:12:17 AM): Thanks, let me check that order out. Please bear with me as this may take few minutes.
Me (10/13/2020, 10:13:39 AM): The courier UPS dumped the ripped open, soaking wet parcel on the road in front of my house - did not ring or knock on the door and so as the package was damaged, i refused delivery and need a replacement order sending out immediately or a refund please
Belinda (10/13/2020, 10:16:52 AM): Thanks for these details Gordon.
Me (10/13/2020, 10:17:17 AM): I also have photos and videos of how the parcel was dumped and left in the rain all day
Belinda (10/13/2020, 10:17:18 AM): By the way, do you have a photo of the damaged parcel that they have tried to deliver to you?
Me (10/13/2020, 10:17:33 AM): Happy to send these to you if you let me know how
Belinda (10/13/2020, 10:17:48 AM): Perfect!
Belinda (10/13/2020, 10:18:08 AM): Please send me those images using this link : https://gopro.com/help/CaseAttachments?ID=5003b00001XNMfa
Me (10/13/2020, 10:19:28 AM): on there way
Me (10/13/2020, 10:21:01 AM): I have uploaded and sent them to you
Belinda (10/13/2020, 10:22:04 AM): Thanks. Let me check those out
Me (10/13/2020, 10:26:33 AM): Did you receive teh photos
Belinda (10/13/2020, 10:27:23 AM): Gordon, thanks for these images and to be honest, this is not we expect from UPS.
Belinda (10/13/2020, 10:27:34 AM): Can I ask your help though?
Me (10/13/2020, 10:28:28 AM): UPS are abysmal - the driver did not knock or ring hte bell - i work for hte NHS and am at home all day working so there is no reason for him not to knock - I think he saw the condition of the parcel which is exactly as the photos and drove off quickly before I could stop him
Belinda (10/13/2020, 10:29:11 AM): If I may ask, can you please check if the items are complete inside?
Me (10/13/2020, 10:29:12 AM): Please can you send out a new order as I have not touched this parcel as I don't want to be acused of fraud (as a neighbour has been by UPS) - I really need either a refund so I can buy elsewhere or a new order sending to me quickly
Belinda (10/13/2020, 10:29:49 AM): I will be more than happy to process a return label so that you can return it to us.
Me (10/13/2020, 10:30:03 AM): I am not willing to check it as I don't want to be accused of theft or fraud -0 this has happened to neighbours who have had a similar experience with UPS and so sorry - I am not willing to place myself in a compromising situation
Me (10/13/2020, 10:30:35 AM): It is not for me to arrange recovery of this ripped open parcel - it is down to UPS - I need either a refund or a new order please
Belinda (10/13/2020, 10:31:59 AM): You can take a photo of each item and send it to me. This will serve a proof and you will not be considered stealing as we do have the proof of the items you have in the box.
Me (10/13/2020, 10:33:09 AM): My apologies but I have left the parcel as it was delivered - dumped on my doorstep, wet and opened - if I touch it, i can then be accused of theft and so I am sorrry, but UPS needs to collect this and return it - I am more concerned about being £400 out of pocket with no camera and accessories
Me (10/13/2020, 10:33:48 AM): I have taken phoptos and video of how it was left and how I have found it and has remained there since yesterday untouched
Belinda (10/13/2020, 10:34:43 AM): Okay, if that was lost, then we can no longer help you since you have sent me the proof that UPS did deliver that. What I am asking you is to send us photos of the items inside and I will create the return label so that you can return the parcel. If you wanted UPS to pick that up, then you need to get in-touch with them directly as we don't offer pick up, there will be additional charge for you.

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Tourist
Posts: 10

Re: GoPro Customer Service

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Me (10/13/2020, 10:36:23 AM): It has not been delivered as I have not taken delivery of it - this ripped open parcel was dumped on the road by my door - please arrange a new order or refund - it is not for me to sort this problem out and YOUR courier UPS is responsible for this - I have not signed for it and I am not even sure if the parcel is still there
Me (10/13/2020, 10:36:58 AM): Please can you contact your courier if it needs to be returned and ghet them to collect it andf either arrange a new order or a refund for me please
Belinda (10/13/2020, 10:38:41 AM): Gordon, that parcel will not move itself that is why I am asking for your help so that you can be refunded. If in case that you still neglect that parcel and gets lost, we can no longer help you as this was clearly delivered to your location.
Belinda (10/13/2020, 10:38:57 AM): Help me help you with this issue on your package.
Me (10/13/2020, 10:39:22 AM): I have checked and the parcel is still wet and ripped open where it was left by UPS who dumpoed it without knocking on the door or ringing the very loud doorbell - I have not touched it and I am not willing to as if I do, you ccoudl then accuse me of receiving the parcel and I am left £400 out of pocket - it was not delivered it was dumped, ripped open and soaking wet
Belinda (10/13/2020, 10:39:33 AM): If UPS will be advised that the parcel will be picked up on your location, then there will be an additional charge.
Belinda (10/13/2020, 10:42:29 AM): I will escalate now this issue and there will be an investigation. I will indicate that UPS delivered that parcel and on that condition.
Me (10/13/2020, 10:43:24 AM): Then they will have to carry that cost - please see it from my perspective - UPS dump a ripped open parcel on the road in front of my door (there is no garden or gate), the parcel is soaking wet through already, has been ripped open and the driver leaves without knocking or ringing the doorbell. How is this 'delivered'...? If i had not been at home to see this happen, I would still be saying the same thing - this is the courier GoPro chose to use and thjey have failed you as their customer and so this is now their responsibility - your responsibility to me is to fulfill my order which GoPro has not yet done and so please could you either arrange a refund or a replacement - I have had to take legal advice regarding this already...I just want please, a simple resolution and again I reiterate that this parcel has NOT been delivered to me....
Me (10/13/2020, 10:44:40 AM): Surely GoPro need to be contacting thier courier as you have evidence of a failed delivery and an order that has not been recieved in good condition
Me (10/13/2020, 10:45:38 AM): Please help me here as your customer...
Belinda (10/13/2020, 10:49:41 AM): Gordon, I am helping you as a customer and we also needed your help.
Belinda (10/13/2020, 10:50:21 AM): We need to escalate this matter so please take a picture of the items inside that parcel as we can inform that there are items missing or what.
Belinda (10/13/2020, 10:51:13 AM): If you don't like to touch it, then ask someone to take a photo with you so that you do have a proof. We will be investigating as this parcel was perfectly mistandled.
Me (10/13/2020, 10:51:34 AM): If I touch the parcel then you can say that the damage is my fault, that the order was delivered and that UPS is not to blame - this has happened to neighbours previously and so I do not want to be £400 out of pocket with damaged and faulty goods or missing items if someone at UPS has stolen items out of the box - I could be blamed for that as well and I am at home alone
Belinda (10/13/2020, 10:51:44 AM): You will not be accuses as I am already advising you what needs to be done.
Belinda (10/13/2020, 10:52:03 AM): If you don't want to coordinate with the help we need, then how can we help you?
Me (10/13/2020, 10:52:07 AM): Please - none of this is my fault and it is really upsetting me
Belinda (10/13/2020, 10:52:16 AM): We need to check the items inside.
Belinda (10/13/2020, 10:52:47 AM): Neither do I Gordon, this is not my fault, but I am trying to help you with this problem.
Me (10/13/2020, 10:53:45 AM): I am sorry but my neighbours have already been accused of theft - this is all UPS fault and having taken advice, I have been told that the minute i touch the parcel, I am then liable and responsible for it
Belinda (10/13/2020, 10:54:03 AM): Then if you are not willing to help me, then I don't have options I can provide since you don't want to help me for the escalation and investigation that I am raising to our Orders Team.
Me (10/13/2020, 10:54:21 AM): Why can't you simply get UPS to recover the parcel - it is all their fault
Belinda (10/13/2020, 10:54:27 AM): We have process, and we need to follow it
Me (10/13/2020, 10:55:19 AM): I am willing to help - I want this sorted as I have been trying to do so for two days - I have provided evidence to you as requested - the parcel needs recovering and a new order sent to me please
Belinda (10/13/2020, 10:55:23 AM): If you are not willing to help, then I cannot raise this escalation with our orders team. They are the ones coordinating with UPS.
Me (10/13/2020, 10:56:24 AM): I am willing to help you - I have sent photos of the condition of the parcel and how it was dumped - wet and opened - I do not want to be accused of theft or fraud and my legal advice is not to go near it as I can be help liable for it then
Belinda (10/13/2020, 10:56:24 AM): We need ample photos Gordon, we need to check what items are inside the package,
Me (10/13/2020, 10:57:05 AM): Why can't you simply contact UPS and get them to recover it and return it to you - it is their fault...
Belinda (10/13/2020, 10:57:17 AM): We are not accusing you fraud as you are the one who reported this kind of package that was given to you that's why we need to have our orders team investigate UPS.
Me (10/13/2020, 10:57:45 AM): ...and that's fine but I cannot be held responsbile for a parcel I have not recieved or taken delivery of
Me (10/13/2020, 10:59:01 AM): and it will be UPS who accuse as they have done so before to neighbours and said it is not their fault
Belinda (10/13/2020, 10:59:02 AM): Gordon, there is information about the delivery and it is listed online. You have pictures of the parcel. If you are willing to help with the pictures that we are requesting, the replacement or the refund would be much more easier.
Belinda (10/13/2020, 10:59:33 AM): I am helping you for this issue to be escalated and we need proof.
Me (10/13/2020, 10:59:45 AM): But then i have touched the parcel which legally constitutes delivery
Me (10/13/2020, 11:00:24 AM): tha tthen makes me liable
Me (10/13/2020, 11:00:38 AM): and my legal advice is to not do this
Belinda (10/13/2020, 11:00:57 AM): If you won't provide the images of the items that's inside the box, how can we prove that you did not remove items.
Belinda (10/13/2020, 11:01:06 AM): Okay, it is up to you.
Me (10/13/2020, 11:01:12 AM): if an item or items were missing then I can be held responsible
Belinda (10/13/2020, 11:01:31 AM): It is up to you.
Me (10/13/2020, 11:01:50 AM): Please coudl you arrange for UPS to recover your parcel and either refund me or send a replacement order
Me (10/13/2020, 11:02:19 AM): I do understnad that you have a process to follow - perhaps this can be escalated to a senior manager...?
Belinda (10/13/2020, 11:02:46 AM): I will indicate on this report that you won't touch the parcel and take pictures of the items and if those indeed gets lost or stolen, then there will be no much help that we can offer as you are unwilling to cooperate.
Belinda (10/13/2020, 11:03:26 AM): I will raise this concern now and wait when will the investigation will start.
Belinda (10/13/2020, 11:04:13 AM): We won't know when will UPS go there and if that package is not secured, and got stolen or lost, you cannot blame us.
Me (10/13/2020, 11:04:18 AM): I am willing to cooperate - I am not willing to accept delivery of this damaged, opened parcel as this constitutes legal delivery which makes me liable for the contents - this is legal advice and so please woudl you confirm that you will arrange either a refund or re-order - I am willing to cooperate in every way but I cannot touch this parcel
Belinda (10/13/2020, 11:04:23 AM): Okay.
Belinda (10/13/2020, 11:04:28 AM): Fine with me.
Belinda (10/13/2020, 11:05:02 AM): Then let that package stay where it is and I will just indicate that you did not provide photos.
Me (10/13/2020, 11:05:40 AM): All I am asking for is that you deliver the goods I have ordered and paid for in good condition please - this has not happened and this is not any fault of mine...
Belinda (10/13/2020, 11:07:25 AM): Gordon, GoPro is the camera that you have ordered. We have used UPS to deliver the items that you have purchased. The camera is inside the package. We are asking you to help us as UPS mishandled that package. We are more than happy to replace or refund that but we need photos of the items inside that parcel.
Me (10/13/2020, 11:07:57 AM): But then i have touched the parcel which legally constitutes delivery
Belinda (10/13/2020, 11:08:10 AM): There will be an investigation, I can forward the images you have sent, but we also need the photos of the items inside it.
Me (10/13/2020, 11:08:30 AM): But then i have touched the parcel which legally constitutes delivery and makes me legally liable
Belinda (10/13/2020, 11:08:51 AM): No worries! Is there anything else I can help you since you don't want t send me those images we require? Do you have other concerns that you needed assistance with?
Me (10/13/2020, 11:09:43 AM): AS I explained - if items are missing then I am liable and then risk losing £400 - please can you advise me if you will refund or replace my order - or can you now escalate this to a senior manager to contact me now please
Belinda (10/13/2020, 11:10:49 AM): I have already asked our manager and that's needed for the escalation to proceed. We need the photos that were delivered.
Me (10/13/2020, 11:10:49 AM): I have sent you the photos of the parcel and this is enough to show a failed delivery and damaged goods, directly as a result of UPS - the courier youo used
Belinda (10/13/2020, 11:11:42 AM): I also have explained that this will be a report that we will escalate to UPS as they have mishandled your package. If you understand, we are helping you and not blaming you.
Belinda (10/13/2020, 11:12:12 AM): We wanted that the items that they deliver is in perfect condition.
Me (10/13/2020, 11:12:32 AM): I know but I just need to know that you will supply the order I have paid for or refund me please
Me (10/13/2020, 11:12:51 AM): Which is preferable to you ?
Belinda (10/13/2020, 11:15:07 AM): Gordon, if you have understood what I am telling you since earlier, either a replacement or a refund will be processed. However, for this replacement or refund to be processed, I need to escalate what UPS have done with your delivery. I have handled multiple cases of this from UPS and that's the main reason we are asking for the photos of the items that's inside the package.
Belinda (10/13/2020, 11:15:53 AM): I am helping you for your request to be processed but we also need your help.
Me (10/13/2020, 11:16:01 AM): I appreciate that but I cannot vouch for what is or isn't in the package as it has not been touched - i simply need my order fulfilling or refunding please.
Belinda (10/13/2020, 11:16:40 AM): I am the one already telling you what we need in order for this case of yours to move forward.
Me (10/13/2020, 11:17:05 AM): ...but legal advice is not to touch the parcel as this makes me liable...
Me (10/13/2020, 11:17:20 AM): ...and then i can be accused of fraud or theft it items are missing....
Me (10/13/2020, 11:17:40 AM): ...and then I do not get my order or a refund....as I then become liable
Me (10/13/2020, 11:17:51 AM): ...and this means i lose £400
Belinda (10/13/2020, 11:17:59 AM): Then have your legal advisor to contact us then as you don't believe what I am explaining since earlier.
Belinda (10/13/2020, 11:18:11 AM): Do you have other concerns?
Me (10/13/2020, 11:18:47 AM): There will be a charge for that a- I woudl like to know please if you are going to send out my order or refund me please and what you are going to do about the failed delivery of my order
Belinda (10/13/2020, 11:19:40 AM): Gordon, we are doing this the very simple way, we wanted to help you for either a replacement or a refund. But you are insisting about legal advise.S
Belinda (10/13/2020, 11:19:58 AM): So it is up to you how you wanted for this to proceed.
Me (10/13/2020, 11:20:28 AM): I don't want to appear difficult but I have ordered and paid £400 to GoPro and the order has not been delivered to me - please woudl you confirm that you will send my order out so that i receive it in good condition - please...
Belinda (10/13/2020, 11:20:37 AM): So how can I help?
Me (10/13/2020, 11:21:13 AM): Please confirm that you will be sending my order out to me today as paid for in full and not yet received...please
Belinda (10/13/2020, 11:21:56 AM): How can I confirm for the refund or the replacement if you won't send us the images that we require?
Me (10/13/2020, 11:23:00 AM): I have sent you photos of the parcel that was left on my doorstep - this does not constitute delivery and so my order has not been delivered - I have sent picutres of that parcel and asked that you arrange either for a replacement or refund and you have not confirmed which you will do...
Belinda (10/13/2020, 11:23:16 AM): Those are not enough as our orders team will require the items inside the parcel. We are not blaming you, we are investigating UPS.
Me (10/13/2020, 11:23:47 AM): I know but if I touch the parcel and open it and items are missing then what - you can hold me responsible for loss or theft
Me (10/13/2020, 11:24:10 AM): the parcel was already opened as shown in the photos you have already been sent
Belinda (10/13/2020, 11:24:20 AM): I just want to set proper expectation that the investigation might takes months, since you won't send us photos of the items.
Me (10/13/2020, 11:24:53 AM): the parcel was soaking wet as shown in the photos so the goods may be damaged - I simply need to know whether you will now refund or replace my order please
Belinda (10/13/2020, 11:24:57 AM): You have already mentioned that, is there anything else that you wanted to add?
Belinda (10/13/2020, 11:25:08 AM): I cannot guarantee.
Me (10/13/2020, 11:25:21 AM): Just confirmation of your replacing my order or refunding me today please
Belinda (10/13/2020, 11:25:26 AM): We need photos of the items
Me (10/13/2020, 11:25:30 AM): you have them

Nomad
Posts: 130

Re: GoPro Customer Service

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Yes UPS are terrible. i had 2 parcels that got deleivered and my name was fakes and signed for and parcel left out on porch. Thats bad, but why are you making it hard for yourself? the camera is obvioulsy there, its in a sealed waterproof wrapping. so the box is damaged. big deal. GoPro is 100% right in that conversation. you dont want to open the parcel and then ask for a refund while you have the camrea still. LMAO Smiley LOL

 

and here is the punch line

 

Me (10/13/2020, 11:23:00 AM): I have sent you photos of the parcel that was left on my doorstep - this does not constitute delivery and so my order has not been delivered

 

err.... hate to break it to you, but if its on your door step and you took pics of the product.. guess what? IT HAS BEEN DELIVERED "TA-DA"

 

people are trying to get through to GoPro with real issues and you're taking up a slot wasting time over a ripped box that's UPS's fault and not GoPro !

 

I mean...Really ?

Tourist
Posts: 10

Re: GoPro Customer Service

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Box is ripped, contents soaking wet and UPS won't respond either - this is GoPro's responsibility as the supplier who have vicariously failed to supply goods paid for...not sure where you are getting off mate but when you have paid £400 for a soggy ripped open box of dubious content then fine - and LEGALLY delivery has not taken place TA-DA - now go and read a manual or colour in a picture...!

 

Not sure how my problem is less impoirtant than yours or anyone elses.,.,.?

Tourist
Posts: 10

Re: GoPro Customer Service

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"I've got a real problem - stop using customer services so I can get support" 

Nomad
Posts: 130

Re: GoPro Customer Service

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Playing with all my cameras that came in a slightly ripped box. Didn't bother wasting time with CS tho. 

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Tourist
Posts: 10

Re: GoPro Customer Service

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Lovely - I am very happy for you - I am not bothered about the ripped box - I am bothered about missing contents and damaged goods

 

just trying to get a replacement or refund from the supplier...