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Reply
Hiker
Posts: 61

HELP! I just want out!

I am at my wits end. I purchased the original camera on Feb 2, 2019. Now, on May 16 I am on the 4th camera, the 3rd replacement, all due to camera freeze. Yes, I reported a few days ago that this camera was finally working. On it's 2nd outing I was never able to get a single recording. I had to pull the battery 5 times before I finally put it away. 

 

I just called GoPro and after 4 non-functioning cameras I requested a refund, realizing I will lose the Hero 3 I sent in on their Trade-up program. I was told I am now more than 30 days since the original purchase date and a refund will not be provided. WHAT? I'VE NEVER HAD A WORKING PRODUCT!!!! Nope, now way, no how will they provide a refund. So now I am either stuck with a non-functioning camera or will have to continue down the warranty replacement trail. How many camers will they possibly send? When will they stop replacing them? 

 

How on this planet is this ever considered good customer service? I've literaly never had a working product and I can't get my money back! I cannot begin to explain how pissed I am. We, as consumers, should have some protection from companies like this. Steal your money and give you nothing. 

 

I guess my only option is to contact every consumer protection agency I can find. I could try my local news TV station but they'll probably pass on the story. I am at a complete loss. What else can I do? I just want my money back because after nearly 3 months I've never had a working product. This companies customer service policies are to benefit them, not you. Good Luck.

Tourist
Posts: 20

Re: HELP! I just want out!


@timmarshgopro wrote:

 

I guess my only option is to contact every consumer protection agency I can find. .


yes do that also go on forums, comment sections of web sites, tell your family and friends about gopro hell.

Adventurer
Posts: 8,670

Re: HELP! I just want out!

[ Edited ]

Example:    May 2019  7 days in, camera  issue. call GoPro.  agreed for  a replacement,   20 days later , checked camera.. 1 day later call gopro, for another replacement. The Return Period has 2 days left, you opted for a 2nd replacement. a day later you ship out  with one day left.  you are no longer elegible for a return. due to the camera being returned and  in transit to GoPro.

 

I hear exactly what you are saying, but 30 days is all gopro will allow for a return.  

 

Once 30 days hit, it's all Warranty.

 

Hiker
Posts: 61

Re: HELP! I just want out!

Since I purchased the original camera with my bank credit card I have opened a consumer protection case with the bank. They said because I've never had a working product in my hands this should fall under bad faith blah, blah, blah protection. I don't recall the words they used. They have temporarily placed a credit on my account while they investigate. They told me to collect all my paperwork as evidence of all transactions to show prooof that while the original purchase was made more than 30 days ago (by the way, what effing company only has a 30 day return period?) thta all the RMA's and replacement orders would certainly prove I've never had a functioning product. I have every RMA confirmation, every replacement order printout all dated. 

 

They then went on to say I should prepare to open cases with the Consumer Protection Agency as well as my states Attorney General under consumer protection. I have those websites/phone numbers printed out and and ready to go. 

 

I'm SHOCKED a company as large as GoPro has policies like these in place. As well, if you're not satisfied you have no options other than calling the 800 number and talk to Rom in whatever country he resides and have no ability to escalate to anyone. There is literally NOTHING more you can do. My next question is, how many and for how long will they replace cameras until they simply choose to be done with me? At one year from the purchase date  will they simply stop sending replacements? What do I do then, Consider it a loss to me when they've stolen my money and never provided a working product?  I'm just flabergasted over the way a company chooses to do business.

 

Of course, I'm printing out all of these posts as additional eviudence on THEIR OWN SUPPORT WEBSITE.

Adventurer
Posts: 8,670

Re: HELP! I just want out!

Great to hear .   Yes all this is  more or less noted on the  cards and site about Policy, warranty etc.

 

Keep the site posted   and updated .

Hiker
Posts: 61

Re: HELP! I just want out!

Well, well, well.  Seems there are laws to protect consumers. "Implied Warranties"

 

https://consumer.findlaw.com/consumer-transactions/what-are-express-and-implied-warranties.html

 

A vacuum is expected to vacuum just as a video camera is expected to record video. 

 

I'M AMAZED AT THE EFFORT I HAVE TO GO THROUGH TO GET A REFUND.

GoPro
Posts: 1,912

Re: HELP! I just want out!

[ Edited ]

Hi @timmarshgopro,
 

Apologies for any inconvenience this has caused you. This isn't the kind of experience that we want you have. All of our cameras go through a strict quality assurance check and it is rare for a replacement to have the same issue. If the replacement cameras continue to exhibit the same error, this could also indicate a possible cause related to an environment outside of the camera itself. Our Support team will be able to help investigate this further to identify the best approach moving forward.

 

Thank you for your time and patience working with us on troubleshooting your camera.

Kind Regards,
Ann

Highlighted
Hiker
Posts: 61

Re: HELP! I just want out!

"All of our cameras go through a strict quality assurance check and it is rare for a replacement to have the same issue. If the replacement cameras continue to exhibit the same error, this could also indicate a possible cause related to an environment outside of the camera itself."

 

You're hilarious! You should be on stage. Every support rep I've talked to has said the same thing. I have FOUR cameras that have gone through "strict quality assurance" and all have failed with the same problem of freezing, so I assume you are lying like all the rest. You should be ashamed to work for a company like GoPro. But I get it, everyone needs a paycheck and while doing so you are pressured to tow the company line. Tell them "our quality assurance is top notch, best in the industry", yet your cameras continue to fail. All anyone wants is a product that works. I have yet to have a product that works. Google "implied warranty". You fail in all respects.