07-11-2019 06:29 AM - last edited on 07-11-2019 02:26 PM by aragon1006
Not sure why you are still looking to defend GoPro... do you really think everyone has been making the 14 day promise up??? Also how you even begin to believe that it is acceptable to sell a product and then lie about its shipping, refuse to provide an update regarding when one will receive it and then ultimately refuse a refund is beyond me? Do you even live in the real world?
Also posting terms and conditions here... why bother.
07-12-2019 01:34 PM - last edited on 03-26-2020 09:29 AM by jefft
I'm actually crying right now, how is the gopro hero 7 black only 300 euro right now and here am I still waiting for the trade up order which costs 30 more, basically I didn't even need to do a trade up, I could just re-buy it, but it's too much hassle already....just keep waiting...we'll email you....we'll update you......it's midsummer already...too bad I don't live in America.
07-19-2019 05:21 AM
Another week has passed and this just keeps getting better, this whole ordeal is now a funny joke to the point of wondering why do I even need a camera....
Carolina (7/19/2019, 2:49:21 PM): My name is Carolina. How can I help you?
Me (7/19/2019, 2:49:41 PM): Hello, you still having that system outage? Order number MP-03516962
Carolina (7/19/2019, 2:51:16 PM): Thanks for reaching GoPro Support!
Carolina (7/19/2019, 2:51:30 PM): Thanks for raising your question.
Me (7/19/2019, 2:51:48 PM): h
Me (7/19/2019, 2:51:58 PM): Sorry
Carolina (7/19/2019, 2:52:16 PM): As far as I know, issue has been fixed.
Me (7/19/2019, 2:52:36 PM): Can I finally get an eta on my order?
Carolina (7/19/2019, 2:52:55 PM): I see, let me check on it here for you, Nils.
Carolina (7/19/2019, 2:53:08 PM): Can you provide the order number so I can check it here?
Me (7/19/2019, 2:53:19 PM): Already did
Me (7/19/2019, 2:53:31 PM): Check first message
Carolina (7/19/2019, 2:54:28 PM): Oh sorry...
Me (7/19/2019, 2:56:06 PM): It's been almost month and a half, so I might just cancel as this is giving me a headache, I send in my camera, do my part and all I get in return is just empty excuses, if you get what I mean
Carolina (7/19/2019, 2:57:37 PM): Yes I understand fully and apologized for all the inconvenienced that have caused you.
Carolina (7/19/2019, 2:58:53 PM): Thanks for waiting.
Carolina (7/19/2019, 2:59:20 PM): Thanks for providing me with your order information. Your order is still being processed and should ship out soon. Once it has been shipped, you will receive notification that your order has been shipped. If you have any questions about your case, please use this link to contact a member of our team: https://gopro.com/help.
Carolina (7/19/2019, 3:00:14 PM): So I hoped that you will be able to get your new camera the soonest time possible, Nils.
Me (7/19/2019, 3:00:18 PM): Yeah that link is under construction something
Carolina (7/19/2019, 3:00:47 PM): And I will personally follow this order with our team.
Carolina (7/19/2019, 3:01:01 PM): Can you verify your email address please?
Me (7/19/2019, 3:01:24 PM): It's already been verified
Me (7/19/2019, 3:02:43 PM): But here's the thing, every one of you say that you'll personally follow my case, now like 5 people will follow my case...basically you just don't know when my order is going to ship is that correct?
Me (7/19/2019, 3:03:57 PM): And you're following a script of what to say to me...and gopro hasn't come out with anything about this outage thing
Carolina (7/19/2019, 3:04:12 PM): Yes to be honest we still don't have the exact time on it and once it is shipped you will surely received notification about it, Nils.
Me (7/19/2019, 3:04:28 PM): I want to cancel, but you have my camera that's the thing
Me (7/19/2019, 3:04:56 PM): By now I would order elsewhere
Carolina (7/19/2019, 3:05:28 PM): If you want to cancel yes you will not be able to get back your camera, Nils. Sorry for that.
Me (7/19/2019, 3:05:57 PM): Gopro doesn't tell you anything? Like your supervisors
Carolina (7/19/2019, 3:06:18 PM): I have already informed my supervisor about this and they will also follow up on this on our Order Support Team.
Carolina (7/19/2019, 3:06:50 PM): I have already provided the order number and the case number to them.
Me (7/19/2019, 3:07:11 PM): I feel like, I'll just cancel I'm done waiting, everyone say's the same thing over and over again, because they don't know
Carolina (7/19/2019, 3:07:48 PM): I hoped you understand that I don't want to give false information about the ETA.
Me (7/19/2019, 3:07:54 PM): And I sent you a nice camera just because why not, so enjoy it
Me (7/19/2019, 3:08:03 PM): Yes I understand that it's your job
Me (7/19/2019, 3:08:28 PM): But at the same time I just got ripped off hard
Me (7/19/2019, 3:08:37 PM): So I'll cancel
Me (7/19/2019, 3:08:41 PM): So be it
Carolina (7/19/2019, 3:09:26 PM): Rest assured that after this you will be able to get your new camera the soonest however if you wished to cancel, I will also relay this information on our team.
Me (7/19/2019, 3:09:41 PM): I wonder how much money gopro is losing right now, cuz of this, the forums are going crazy and nobody even checks them
Me (7/19/2019, 3:10:38 PM): I can wait one more week that's my final decision, a nice coupon would be nice as an apology
Me (7/19/2019, 3:10:46 PM): Or something
Me (7/19/2019, 3:10:49 PM): For the camera
Me (7/19/2019, 3:10:53 PM): Exchange
Me (7/19/2019, 3:14:23 PM): Customer support at it's best, just what I'd expect from a top notch company to get ripped off, thanks for your time.
By now I should be getting the 7 black for free...
Want to hear a joke? After we receive your trade-in camera, we’ll charge the payment method provided and ship your new GoPro within 14 days....Hahahahah LOL..... I may be going crazy right now....
07-19-2019 06:57 AM
I requested a cancellation 2 weeks ago. Spoke to one of their customer reps 2 days ago who changed his story 4 times during the conversation trying to explain as to why it hadnt been cancelled, the last of which was "it may have shipped". They haven't shipped anything, order is still showing as pending and I have left the country for a few months. Spoke to my card issuer and they said to report any charge from GoPro and they will reverse it. Horrible, horrible company to deal with.
07-19-2019 09:03 AM
Yeah the fact that gopro doesn't inform the support as well, as a result they just have to repeat the same thing over and over again, but that ain't our problem, we order and expect to get our order not deal with your problems.....anyways my order just shipped as well with STANDARD delivery *cough* complimentary upgrade to express shipping......so I hope they at least included some extra goodies as an apology for the waiting, in which case I'll stay positive about gopro, on the other hand if not, well recommending the trade up program to anyone is definitely out of question...
QUICK tip: Tired of waiting for your order? Just say you'll cancel, boom get charged, get processed and get shipped all in the same day :))