01-03-2018 05:02 PM
Since I've submitted feedback twice and emailed this feedback to GoPro and it has gone unresolved, this is the best outlet for making GOPRO CUSTOMERS aware of the terrible product and customer service GoPro provides. All this company does is take your money and leave you to deal with malfunctioning cameras, they couldn't care one bit about their consumers. So here's my feedback. Maybe someone will read this and save themselves the heartache of giving this company money for a terrible product.
To GoPro Corporate Headquarters,
I am an EXTREMELY DISSATISFIED customer who has experienced major issues with the malfunctioning GoPro Hero5 Black cameras. After experiencing COMPLETE LOSS of an SD card once with my original hero5 black, I called and dealt with customer service who apologized for my loss and sent me a replacement camera. Within a week, the new replacement camera was used several times (with a different SD card) and operated just fine until RANDOMLY, the go pro said it had an "SD Card Error" and ERASED EVERYTHING AGAIN. ALL OF MY FOOTAGE WAS LOST, NOW TWICE!!!!! The first time this happened with the original camera, the representative said they wanted proof of the issue and I was unable to recreate the situation. This made me feel like the customer service team thought I was lying about my issue with the camera.
So to my surprise, this happened AGAIN (and while I was on vacation) so I quickly took a video on my phone of the error occurring. I have proof that my GoPro was malfunctioning and not due to user error. Furthermore, BOTH TIMES when the GoPro malfunctioned I was afraid to use the SD card that got wiped so I've had to purchase micro SD cards abroad that cost me in excess of $200. This is a cost that I will hold GoPro liable for, as it is completely the company's liability for a malfunctioning product.
I've researched this issue thoroughly and this is an problem specific to the Hero5 camera. I had to mention this to the customer service rep because they were incompetent enough not to research the issue themselves to figure out that there was a common, recurring issue with this model. In my most recent phone call with customer service, they informed me that there's a "special website" that explains micro SD cards that are best compatible with the device. IF GOPRO REQUIRES A SPECIFIC MICRO SD CARD IT SHOULD BE CLEARLY LABELED ON THE BOX AND A PAPER INSERT SHOULD CLEARLY READ THAT ONLY CERTAIN MICRO SD CARDS ARE USED. CUSTOMER SERVICE REPRESENTATIVES BLAMED ME FOR NOT USING THE "RECOMMENDED" SD CARDS WHEN THAT WAS NEVER BROUGHT TO MY ATTENTION. THIS IS UNACCEPTABLE AND BLAMES THE CUSTOMER FOR AN ISSUE THAT IS COMPLETELY GOPRO'S RESPONSIBILITY AND GOPRO SHOULD BE HELD LIABLE FOR THE LOSS OF MY PHOTOS AND VIDEOS.
I have SUFFERED ENOUGH. I lost EVERYTHING on my SD cards TWO times when the GoPro "errored". It is not my fault that GoPro created a malfunctioning camera. It is not my fault that GoPro has customer service that is unable to handle these requests.
As a customer who has suffered several times from using one product, I expect GoPro to resolve this matter immediately. Customer Service is unable to resolve this matter to my content. They are only able to offer me 2 options:
1. a replacement camera of the same model (which is unacceptable and useless; I will not continue to use a product that malfunctions and erases my photos and videos. I will only accept a new model as a replacement at this point or a complete refund for the unacceptable "product" that GoPro manufactured.)
2. a 40% discount on my next purchase after forfeiting my old camera. HOW IS THIS EVEN A SOLUTION? GOPRO IS STEALING MONEY FROM THEIR CUSTOMERS WITH THIS OPTION. YOU SHOULD BE ASHAMED OF THIS. THIS OPTION SHOULD BE PROVIDED AS AN APOLOGY IN ADDITION TO OFFERING REPLACEMENTS CONSIDERING THE MALFUNCTIONING CAMERAS CAUSED ME SUFFERING AND LOSS THAT IS IRREPLACEABLE.
After being unable to resolve my issue, it was recommended that I submit this feedback through the website so it is brought to Corporate Headquarter's attention.
I truly hope that my voice is heard and that there is empathy for the unacceptable outcomes I have dealt with regarding my GoPro. I have cried endlessly over the loss of my memories, and to have that happen twice is such an sad unfortunate circumstance that no words can express.
This is an extremely disappointing outcome to what I thought was a reputable product from a reputable company.
Sincerely your dissatisfied customer.
01-04-2018 01:20 PM
It's nice to see someone acknowledge my post.
While I appreciate you passing my feedback along, I intentionally excluded the specific details (including my case numbers and my contact information) from this public post. Curious to see if, when, and how GoPro plans to contact me about this horrible experience.