07-19-2019 05:03 PM
Mine was just delivered today! I can't wait to get home, open the box, and find the brand new (albiet freezing) hero 7 black I sent in was replaced with a dirty scratched up piece of **bleep** that has the exact same problems as the first one.
07-20-2019 03:17 PM
@locorepoman, the replacement camera doesn't come in a new packaging, it will be a like-new unit that will look and function the same as your camera before it had any issues. These cameras go through a rigorous inspection before they're shipped out. Anyhow, I can see that you've already contacted our Support team. It will be best to continue working with the team to get the process going. We appreciate your time.
07-20-2019 03:21 PM
@mastershake, sorry to hear about the trouble. All cameras go through a quality assurance check and it is rare for a replacement to have an issue. Please let our Support team know so they can look further into the details of your case and assist you on the next process. You may provide them your Support case number or RMA number for their reference.
07-20-2019 09:35 PM
@aragon1006 I am not working with anyone on this. But, I did make sure I called in and had them "log" the situation. I sent out a few messages since Gopro is the hardest company to communicate/deal with I have ever come across. Again, noone calls, noone writes...hmmm.
But, if this is what you need to say to "make it look" as if I am being serviced...keep passing me up. I am 3 months in and all positive expectations are already out the window.
I understand that all the cameras that come in the brown box are Refurbished and go through a process, But it seems its "not" as thorough as you say. I am not the only one on here recieving returned scratched/damaged items. So, excuse me if its hard to trust your statement. Not to mention, I shouldn't be recieveing a refurb anyways for a new product that never worked. It should be new for new!
How can you not even acknowledge what has happened is straight up "dishonest". If you went in to Home Depot (Just an example) and purchased a brand new expensive drill that NEVER worked. How would you like it if I made you wait more than a month or two before letting my employees give you the exchange...Then I give you a scratched/damaged unit to resolve the issue. It was new/never used...but I gave you back used...lol. Meanwhile I will never even give you the satisfaction of talking to me, only my customer service desk. AKA...my call center who is always super appologetic. But, again you will never even be given the decency to talk to me. Then I do this to you "twice" on an exchange. How would you react? Probably call my district or regional manager, and unleash your wrath to everyone you can about me. Feel cheated?....Think about it.
I am a good Karma guy...I have never in my life used a forum to bring up an issue. I guess I was hoping someone somewhere actually cared. Even though you have unfairly treated me. I just helped my local Best Buy sell a Hero7black, and a Fusion. (2 different customers of course) I never mentioned how you treat me, but I still stepped in to help close the sale. I love customer service and sales. Just a little bit of advice...You should have traveling reps teach these guys how to use your products. I had to show them how to remove the lens for the dive housing because noone could figure it out. They didn't even know the 5 thorugh 7 accessories are interchangable. Then at Both Best Buy, and Costco....noone even knew about your Plus membership. That is one of the most amazing sales tools, and not one person knew about it. You could be making millions more in sales! I now wish I hadn't spent so much time studying your product on youtube. I know entirely too much and pretty depressed about it.
So, basically I have been cheated out of a brand new product. I am a brand loyal guy, and have tried my best...appearently I am not valued, so I will take my business elsewhere.
Personally, at this point I wish I could just get my money back.
07-25-2019 08:35 AM
Thank you for the update, @locorepoman. Sorry to hear about your experience. We have already tagged the team handling your case for a review. They will update you as soon as there is new information.
We appreciate you sharing your observation regarding what transpired in the stores. We will definitely submit a feedback to the training team. Best regards!
08-12-2019 03:47 AM
One thing is for sure....GOPRO will never be short of sending second hand replacement cameras for defective new ones, there seems to be a hell of a lot sent back. Dubious whether to buy a new 7. I am on my 4th Gopro ...original, 4 silver , 5 black, (replaced once)