07-02-2019 06:05 AM
I hope the camera I get back will be in the same condition as the one I sent, which was virtually indistinguishable from new. I don't care about the box as I kept the original anyway. But, I will not accept a replacement which is in inferior condition to the one I sent.
07-03-2019 09:22 PM - edited 07-03-2019 09:26 PM
They have had my return for over a week, for the second time. Again, I am the one calling to figure out something...because of no communication. I have called the Gopro support line, which is located in the Philippines 3 times this week. The first two times the whole system was down....what ever that means. And the third, the fullfillment system with the warehouse aka contracted provider was down. So, I am assuming this is a facility that "only handles refurbished" product. Its not the manufacturer or else it would be in retail packaging. The package and the plastic pieces are at a actaul cost of what $3 to $9? Now, I do not care that the call center is in the Philippines, Dang I wish I was there right now drinking a beer with a couple of the reps I spoke with on the phone. I actually feel sorry for them putting up with petty return issues that are mishandled by California. Now I have missed 3 International Tournaments, a fitness challenge, a scuba dive, and today I will be missing recording the 4th of July fireworks. I am so depressed. All events can never be recreated in history.
Now, on the positive/good side: I would like to commend the rep named Shoann. Everything he said and did, perfect, your the man! Operation battery exchange was perfect in a timely mannor. Everything after him...disaster.
Future: I now have a rep named Nelson, who said he will from this moment on be handling my case personally. I like it when someone takes control of a situation. That's the sign of a strong and confident rep. Lets hope he makes this right. I will let you all know.
07-08-2019 09:53 AM
Ok, another update. I just got off the phone with Chicka...assuming I spelled this correct, and this is actually her name. I was just informed that The "fullfilment provider" is still having a system outage. So, can I assume that the entire Gopro company is completely shut down, and unable to operate? Seriously, this is out of control. When I was a manager with a huge $2,000,000+ a week store, and we had an outage...we did each transaction on paper. We never let a sale get away from us. Even our special orders and returns were processed by hand, then driven somewhere where we could fax them in. Until this whole even was corrected. Then we manually entered everything in.
***Here I am 3 months? from date of purchase, and still have never been able to film any content. I have also noticed noone from Gopro even addressing their own forums. Does anyone at Gopro truly even care?
Also: I had to ask her why Nelson hasn't even sent a status update through email. Could of saved me a phone call. The rep I spoke with kept appologizing, and I feel bad for her. I told her this isn't your fault, you only answer the phones. But, I did tell her that I appreciate the appology. At least someone seems to feel for whats happening to me.
Gopro, why didn't you just have me go to a retail store, and pick up a new Gopro? You could of gave them a RTM credit for the transaction. You could of saved yourself 4 shipping fees, the costs of operating a "fullfilment warehouse", negative comments in the forums, and a lot of phone calls & my time for giving me excuses. Then everyone would of been happy.
Gopro I am going to need a hug after this!
07-12-2019 02:32 AM
Thought I'd just update this post. Been really busy but did get a replacement camera back last Thursday (04/07/19).
Camera was in very good condition, clearly not new, but not worn enough to grumble. From GP getting the returned camera, to me receiving a replacement in my hands was exactly two weeks, so not too bad.
Maybe I was lucky, or someone sent in a somewhat damaged camera and expected a new one in return, I don't know. But my replacement camera is in quite acceptable condition. Generally, it's been a fairly painless experience.
On a side note - and I have no evidence that this is the case - but the replacement camera I have appears to be much more responsive and stable than the last, despite having the same firmware. So my assumption at the moment is that there are known hardware issues with the Hero 7 that cannot be fixed with firmware, hence there is no firmware update since January. Perhaps the camera I have now is a different revision of hardware? Gone are the temporary freezes, complete lock-ups and not switching off.