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Hiker
Posts: 34

Gopro Fraudulent Behavior Refusing to send Replacement Camera

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Case # 07193847
order1 # SO-3167090
order2 # SO-3254503

 

My Gopro Hero 7 Black camera had power issue and after speaking with customer service on Nov, 4th, 2019 it was deemed defective and I was instructed to send the product in and was told that as soon as it was received I would be shipped out a new one.
defected unit was shipped and signed on NOV, 12, 2019. (from Gopro Warehouse in Mississauga)
After waiting for 3weeks, Item status was still pending shipping from gopro.com, therefore I have decided to call and seek for help. I have chatted/called customer support many times but They all asked to me wait for new updates email with UPS Tracking Number and It will be shipped out within 24-48hrs, at this point they offered to give me an accessory, free of charge as a compensation. (delay)
After waiting for another 1 month and there was still no updates from gopro, so decided to speak with supervisor from gopro support. First supervisor asked me to provide different address as it could be the problem that warehouse team is not able to ship to my address. so I provide different address and New order was created. then I spent another 1 month waiting for it to ship but still in same status.
I have called many times to find out what is going on. They all mention that they will personally follow up regards to this issue, but Im not getting any updates or follow up.
There is no official email address for consumers and call center is outsourced to another country where I am read a script every time I call. I wrote complaints on official gopro.com community forum, messaged administer for that community forum, messaged thru official chat, facebook chat, and tweet (all the source I can possibly find to get their attention to resolve issue).

I was told from supervisor that they emailed logistic team few times in last 2month to verify why item is still on hold, but they are not responding back to them. (?)

 

SUMMARY 

Bought New Camera (June, 2019) 

Sumitted Warranty Claim (NOV 2nd, 2019)

Replacement was sent and signed (NOV 12, 2019)

Compensation was offered for dealy on (DEC 12, 2019) 

Spoke with 3 Supervisors from Customer Support (JAN, 2020 ~ MARCH, 2020)

Spoke with an Agent from Head Quarter in United States  (FEB, 2020) 

Still No Answers or Status regards to my Replacement Camera (NOV 2nd 2019 ~ APRIL 8th, 2020)

 

I have been trying to get in touch with gopro weekly bases to resolve my case (5 MONTH NOW) 

 

Im still waiting for answers .. and NO ONE from gopro seems to care about what is going on with my case (even on this community forum)

 

I even had event where agent from headquarter being all sarcasm and ended up hanging up on me. She has promised me that I will receive a phone call from headquater manager but I ended up getting call from customer support that she has requested for me. It is almost impossible to get ahold of an agent calling headquarter phone number since its always the answering machine that picks up. When I finally got a hold of an agent couple of times, she was being grumpy, scarcastic, and overall not interested in helping out with case at all period.

Tracking-page-JPG.jpg
Tourist
Posts: 17

Re: Gopro Fraudulent Behavior Refusing to send Replacement Camera

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I’m afraid GoPro support is worse than useless.

A lot of money is spent on advertising their products to get people to buy them but once you’ve bought one they don’t seem to care.

If you browse this Forum you will realise just how appalling  they are.

Sightseer
Posts: 3

Re: Gopro Fraudulent Behavior Refusing to send Replacement Camera

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i have very similar issues last 2 weeks

Hiker
Posts: 34

Re: Gopro Fraudulent Behavior Refusing to send Replacement Camera

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Thanks for supporting my post. 

 

Im really shocked that such a big company like GOPRO will pull out this kind of unacceptable action to customers.

I feel like I just wasted $560 down the toilet. Im even thinking about taking this matter to civil court in Canada

after some diggin and researching online, lot of people here in Canada are having same issue as I did. however, some people ended up getting replacement after waiting for couple of month. 

Case 4.jpg
Hiker
Posts: 34

Re: Gopro Fraudulent Behavior Refusing to send Replacement Camera

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Do you mind sharing your story ? Did you end up gettting replacement unit back ? 

Sightseer
Posts: 1

Re: Gopro Fraudulent Behavior Refusing to send Replacement Camera

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I’m going through same Issue right now been 2 months!! Trying to talk to someone not in the Philippines >.<
Sightseer
Posts: 1

Re: Gopro Fraudulent Behavior Refusing to send Replacement Camera

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I had problem with lens hero5black, camera was sent to GoPro by shop I bought the camera and they sent it back as they had no replacment parts 😂😂
Hiker
Posts: 34

Re: Gopro Fraudulent Behavior Refusing to send Replacement Camera

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Ouch.. hope your case gets resolved as well. 

I been very stressed over this for almost 5month + 

Spoke with customer support 2days ago, and they ask me to wait for an update(?) from the warehouse/logistic team to reply back to them. 

I told them I have waited almost half a year for this lol, then agent quickly promised me that I will receive a phone call from supervisor wihtin that sameday but have not received any phone call as I expected. 

This is really unacceptable behavior from such a big company like gopro and we need to speak out loud, so that people are aware of all this situation before buying gopro products. 

 

Hiker
Posts: 143

Re: Gopro Fraudulent Behavior Refusing to send Replacement Camera

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@ceojinkim  ha scritto:

This is really unacceptable behavior from such a big company like gopro and we need to speak out loud, so that people are aware of all this situation before buying gopro products. 


Thank you for sharing: surely all this has a weight in the choice of a product.

Hiker
Posts: 34

Re: Gopro Fraudulent Behavior Refusing to send Replacement Camera

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Were you able to resolve your issue ?

Hiker
Posts: 143

Re: Gopro Fraudulent Behavior Refusing to send Replacement Camera

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@ceojinkim Yes: I didn't buy it! Man Wink