08-20-2019 05:45 AM - edited 08-20-2019 05:47 AM
So, I bought a Hero 7 Silver a month ago. After reading the terms and conditions on the AUSTRALIAN GoPro website (https://gopro.com/en/au/legal/plus-international-terms), which were only just updated on 31 July 2019, I signed up for GoPro PLUS.
Fast forward a few weeks and I broke my camera. I contacted online support to initiate a "Damaged Camera Replacement" (https://gopro.com/help/articles/question_answer/Countries-Eligible-for-Damaged-Camera-Replacement-wi...). They told me to call their telephone number, which I did.
Upon initiating the claim, the customer service rep tells me the replacement cost will be AUD89 (89 Australian Dollars) + AUD 29.95 for shipping. However, the AUSTRALIAN GoPro website shows the cost for replacement of the HERO 7 Silver as AUD59 (59 Australian Dollars), which can be seen at https://gopro.com/en/au/legal/plus-fees (scroll down to #5)
Further, the terms and conditions (link above) make NO mention of any shipping fees, but customer service rep makes up some excuse why they need to charge the fee but they will include a free mount.
So, GoPro are trying to charge me $89 + $29.95 = $118.95 (Australian Dollars) to replace my Hero 7 Silver. However their website clearly states the fee is $59 (Australian Dollars) with no shipping cost. https://gopro.com/en/au/legal/plus-fees and https://gopro.com/en/au/legal/plus-international-terms
I keep referencing Australian Dollars because the GoPro customer service rep kept trying to tell me it was US dollars, which it clearly is not.
I am getting the runaround from GoPro and I'm not happy. This treatement is unacceptable.
I need a resolution ASAP otherwise I will have to lodge a complaint with the Australian Commerce Commission (ACCC) and/or VCAT.
08-20-2019 05:59 PM
Sorry for any troubles caused.
As per the terms and conditions found here: https://gopro.com/en/us/legal/subscriptionterms , the replacement fee for HERO7 Silver is A$59.
It will be best to double check with our Support Team regarding the final amount/ charge including the shipping/processing fee.
08-20-2019 07:41 PM
thanks for replying. I have spent 2 hours on the phone with your support trying to resolve this issue, but they insist they are right and I am wrong.
Is there an email or phone number for a supervisor or manager who can handle and action my request? I don't want to go around in circles talking with people who can't help.