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Posts: 7

Gopro Support? Worst ever ever ever from customer experience


As for the complain i would like to raise serious dysfunctions with Gopro experience from customer point of view which gave me the worst experience i ever had and affected how i see the brand quality owning 2 Gopro and every of accessories. I spent countless of hours on phone, chat... and for 4 weeks no consideration or persons i contacted solved the issue, worst every time i called the person acknowledges the problem again and again same process repeat again...

1) when i ordered on Gopro Shop on 29 September for a Gopro 6 Black after validating payment the page went to main welcome page.... with no mail contact neither confirmation of order. One hours later assuming that the order process probably failed i decided to try another time ordering same product, entering the payment , validating and boom back to welcome page! I stopped and decided to buy a unit on Amazon instead. Hi
Next morning What surprise i received 2 confirmations mails of order from Gopro!!! 8 hours after! I immediately called the number indicated on the confirmation mail Genesis support nobody, a plain vocal message.... i called then Gopro support and could proceed with a representative to cancels the both orders. I received then on 30 September confirmation of cancelation of both orders:

This is the mail i received:

Hi Damien,

I am glad to be of assistance to you. This email will serve as a reference that you have successfully canceled your order with us
Here are your sales order numbers in which you have had your orders cancelled

SO-NL429801 - Cancelled
SO-NL429802 - Cancelled

We hope we could welcome you back again with one of our products in the future. Have a great day!

Best Regards,

Derrick C.
GoPro Support


2) the next morning 1st of October , i received notification that orders (yes orders i canceled) would be shipped and gave shipping instruction. That is the beginning of 3 weeks of total disappointment with Gopro support: i did call my region support in Japanese(i do speak Japanese) the lady says she cant do anything until the order is canceled, promise to call me back and never called me back. I did call the global support , got 2 or 3 persons, One of them confirmed to me 2 weeks ago the refund have been initiate and to be refunded before 15 of September....
I waited patientely, in the same time my credit card was block from my bank because i exceeded by 1500 dollars!!! Because Gopro proceed the payments debit of my booths order i did canceled which is intolerable because i ordered then on Amazon because Gopro shopping experience was awfull, how could Gopro consider customer with flawed payment with no information and failed. Since i cannot use my credit card.

3)i waited 1 week.... then i did inquired my bank and they did received nothing , no refund, nothing,,,, exceeded i call again Gopro support global, i was shocked when they told me my order wasn’t canceled!!!!! The lady kept me on the phone 15 mins, at the end the told me she couldn’t do anything because it was with Singapore logistic team and end my call with telling me to call Japan number instead because even if i complain nothing she can do...what a terrible customer consideration.
I did then call JApan number again, same lady on the phone i had earlier and nothing than she confirm me there is a problem with Singapore warehouse... and wait until problem is solve. 2 weeks and nobody could even tell me why my order wasn’t canceled and she told me something which exceeded me: your order is not canceled at the moment!!!!

4) i did then last week, Chat support countless time and phone call with a certain Bensen, who acknowledge an issue with my case and will proceed to unlock the situation and promised to contact me until the refund is done. He sent me a mail to confirm the issue is raised with warehouse....Singapore (again why informing customer of Gopro core issue, this is not customer business) after 10 days no more email or even a phone call from him.... he just disappeared like other.

This is the email i received from him:

Hi Damien,

Thank you for contacting us back and provide your honest feedback to us.

I am really sorry about the glitch you experienced on the website and also the delay on the order cancellation and refund procedure.

I contacted our Shipping Facility in Singapore and they are aware of this situation. I have informed them to get both orders cancelled for you in order to process the refund as soon as possible.

I have created an urgent request for you and I will get back to you on Monday to give you any update received on my end.

Many thanks,

GoPro Support


5) Today we are 25th of October,nearly one month later and i still didn’t received my refund for my canceled orders.
My credit card is still blocked and as today nobody , nobody in this company can help me to give me a date of refund. Never in my entire life, of shopping daily on internet i had such experience. Gopro constantly give me excuse of Singapore team, warehouse isssue, Japan customer service never replied to me neither 3 weeks of continuous exchange.
As a result this is damage aberration for Gopro brand i supported for years for all products i bought and videos i shared on my YouTube and SNS.
However if after this additional delay 7 days nothing changed i will:
- Start dispute process with Gopro, my bank already aware have prove of cancellation fact and will proceed to dispute with Gopro
- Share my experience with Gopro support on my SNS and youtube channel.

Please understand that 1000 dollars are missing to my bank account for an issue starting with Gopro shop malfunction and i am in any case no responsible for Singapore team, warehouse, shippement tracking issue.... I would appreciate to share this terrible story with Gopro supervisor or headquarters. Please note i would possibly send paper letter of this record as there is possiblility that my email wont get any response as it used to be .