10-09-2017 07:35 PM - edited 10-09-2017 07:39 PM
I can't get mine to work either, major suck! It keeps telling me to change my email, WTF? Why do I have to link accounts and all that other crap? Then I try GoPro studio and it just keeps freezing and tells me to sign in again and "send report" to apple like it's their fault? $500 for a stupid camera that you can't edit anything? My God! This one is going back to best buy too! I cannot believe anyone still buys these things.
10-30-2017 08:04 PM
Well you can have some fun with this one then ---- This is over a faulty replacement that was sent to me via GoPro Care
Michael Jordan (10/30/2017, 7:39:21 PM): My name is Michael Jordan. How can I help you?
Me (10/30/2017, 7:39:25 PM): Hi there, I am writing to inform you of some horrible customer service, RMA return process and overall discontentment with my latest GoPro Experience. Here is the Story as quickly as possible: -Bought a Brand new Karma @ Retail Price from Best Buy on 7/11/17 -Added GoPro care (since I am a new drone flyer) on 7/20/17 - Seemed like a good program -10/14/17 - Take my Drone on my first Trip to Mexico to grab some footage -10/14/17 - Drone malfunctions during flight, loses connection and crashes into a cliff - Drone is destroyed -10/15/17 - Call Go Pro support, they create a case and sends me a long list of questions, proof of purchase, GoPro care p.o.p. and details on the incident. **** I send all of that info back to them the same day within an hour of that email. -10/16/17 - Go Pro emails me asking for flight logs, I get them over within an hour of that email -10/17/17 - Go Pro emails me confirmation that they got flight logs, they send me an email later that day determined the drone did in fact malfunction, and they are going to replace it - Create an RMA and I send it off the next day via fed ex. -10/24/17 - Broken Drone makes it GoPro and they send me an email processing replacement (1 full week later) -10/24/17 - I call customer support trying to get a date in which I will have the new drone as I need it for work and had to reschedule some clients for the next weekend. Customer supports tells me they will expedite and make sure it gets to me before the weekend. -10/27/17 - I get the replacement drone and stabilizer -10/28/17 - I take drone out for a test flight before the job I need the drone for. It won't take off. Run through all troubleshooting, re-calibrate, download maps, make sure everything is updated. Nothing works. Call Go-Pro support, I explain to then I need it fixed or will have to go purchase new drone to do the job. Customer support assures me they will get back to me within the hour. I get nothing until 5 PM that day saying "they are working on it" -----**** I missed the job and lost the business. -10/29/17 - Call GoPro support to find out why they didn't get back to me. They say they are working on it and will get back to me. I tell them its not good enough and I need an actual time in which I will have a solution, or I need to go buy a replacement drone. *****No one emails me back -10/30/17 - I call GoPro Support again, asking & explaining the situation and frustration and tell them I need a solution a realistic timeline as to when this will be fixed. I add that I believe the problem is with the Stabilizer that was sent to me because it would not calibrate upon further testing with Karma grip. ******Same thing, customer service says they will get back to me ********Nothing it's 7:30 PM PST, it's been 3 days since I notified GoPro that replacement drone was faulty and I have not gotten a callback or email I go to Best Buy and Purchase a brand new Karma Grip (Stabiliser) and Hero4 housing adapter for $355, take it home, plug it in and the drone works. I email support letting them know thay have totally let me down and sent a faulty stabilzer causing all of these issues and run around and still have not heard anything back. I bought my first GoPro 7 years ago. I am an avid surfer, skydiver and have been aroudn the world filming purchasing 5 or more cameras from you over the years, and the drone even after all the bad press. I have had nothing but issues and this is my final attempt to notify someone over at GoPro before I abandon the product and go buy a DJI drone and other action sports camera. I am in the market for a new GoPro Camera, was looking at the Hero6 trying to keep all of my filming equipment in the GoPro family but I am apprehensive to spend one more dollar with you guys after all of this madness. I work for a Tech Startup at the Make Campus next to GoPro in Carlsbad CA, I know some of the employees and I remember when the customer service was great over there. I am hoping you will do something to make this better for me as I have had such a horrible experience and I thought you should know. Thanks Steve Wolf
Me (10/30/2017, 7:39:56 PM): Please read, look up notes to the case and then get back to me
Michael Jordan (10/30/2017, 7:40:27 PM): Sorry to hear about that. I'll read this long notes about it.
Michael Jordan (10/30/2017, 7:41:17 PM): Moving forward and just to cut it short, what's the main concern here? Is it about a replacement drone you haven't received?
Me (10/30/2017, 7:42:06 PM): I have the replacement
Me (10/30/2017, 7:42:18 PM): the stabilizer is faulty
Me (10/30/2017, 7:42:23 PM): Drone won't fly
Me (10/30/2017, 7:42:48 PM): have contacted support everyday and no one has gotten back to me
Michael Jordan (10/30/2017, 7:43:59 PM): Okay and I'm really sorry about that. As I checked the case, the agent that handles it is actually not here in the office because he was on rest day. Once he came back, I'll let him know about this and surely, he will reply right away.
Michael Jordan (10/30/2017, 7:44:32 PM): My apologies about the inconvenience I really am. It's not our intention to make you feel bad about it.
Me (10/30/2017, 7:44:32 PM): So they agent lied to me earlier then
Me (10/30/2017, 7:44:52 PM): he said he escalated the case, is that not true?
Michael Jordan (10/30/2017, 7:45:28 PM): It was already escalated to Karma specialist team. I'm being honest here since I don't want you to get more upset again.
Michael Jordan (10/30/2017, 7:45:41 PM): If we send an replacement and it didn't work, we need to escalate it.
Michael Jordan (10/30/2017, 7:45:45 PM): Just to let you know
Michael Jordan (10/30/2017, 7:46:01 PM): They are currently working on it.
Me (10/30/2017, 7:46:14 PM): Why didn't the agent I spoke to on Saturday 3 days ago tell me that?
Michael Jordan (10/30/2017, 7:46:44 PM): He is already a Karma Specialist.
Michael Jordan (10/30/2017, 7:47:13 PM): So meaning, the case is already escalated to Karma Tier 2 department
Me (10/30/2017, 7:47:25 PM): When was that done?
Michael Jordan (10/30/2017, 7:48:12 PM): I'm not quite sure about that. But based here, it's already been escalated to Karma Tier 2 team. They will send you an email reply to your last message today.
Me (10/30/2017, 7:48:48 PM): I first reached out 3 days ago
Me (10/30/2017, 7:48:58 PM): I got an email saying they were working on it
Me (10/30/2017, 7:49:36 PM): thats all I have received, please explain to me what needs to happen before I am sent a replacement for the broken replacement I was sent
Michael Jordan (10/30/2017, 7:50:39 PM): Yes they are working on it. I'm just quite confused about your question there and I'm afraid that I can't answer those questions since it's from a different department which is the Karma Tier 2
Me (10/30/2017, 7:51:02 PM): ok Ill make it simple
Me (10/30/2017, 7:51:26 PM): If you send me a defective replacement product, what is the process to get it fixed?
Michael Jordan (10/30/2017, 7:51:51 PM): All you need to do is to call us again and be transferred to Karma Team
Me (10/30/2017, 7:51:56 PM): and how long does it take until I have a working replacement?
Michael Jordan (10/30/2017, 7:52:00 PM): After that, they will ask you a few questions before they replace it.
Me (10/30/2017, 7:52:12 PM): did that 2 days ago
Me (10/30/2017, 7:52:23 PM): I've already called now 3 times about this
Me (10/30/2017, 7:52:33 PM): how is calling again going to change anything
Me (10/30/2017, 7:52:46 PM): You told me the guy dealing with this has the day off?
Michael Jordan (10/30/2017, 7:52:47 PM): No you don't need to change anything
Michael Jordan (10/30/2017, 7:53:28 PM): Just provide the case number to that agent so he can pull up your records and the notes of the previous representative.
Me (10/30/2017, 7:53:53 PM): Already did that now 3 times
Me (10/30/2017, 7:54:15 PM): they keep saying the same thing you are saying, they are "working" on it
Me (10/30/2017, 7:54:31 PM): I am trying to understand what "working" on it means
Michael Jordan (10/30/2017, 7:54:48 PM): For this kind of process, it takes 3-5 business days for them to check the issues with the Stabilizer.
Me (10/30/2017, 7:55:12 PM): are they reviewing flight logs, running tests, drinking coffee, checking the internet, what are they actually doing to resolve my issue?
Michael Jordan (10/30/2017, 7:55:22 PM): They need to make sure that the next time they'll send a new one, it will work fine.
Me (10/30/2017, 7:55:23 PM): thats takes 3 days
Michael Jordan (10/30/2017, 7:55:24 PM): And that could be the reason why it takes days to resolve it.
Michael Jordan (10/30/2017, 7:56:18 PM): As I mentioned a while ago, they are a different department from us so as much as I would want to give you an explanation about what they're having right now with the case, we don't have insights.
Me (10/30/2017, 7:56:40 PM): So you are saying it take more than 3 days to make sure that they send me a working unit. It took two weeks to get the original replacement. That one didn't work
Michael Jordan (10/30/2017, 7:56:51 PM): What I'll do is I'll communicate to the agent who works on this and tell him that you're following it up since you need the replacement drone.
Me (10/30/2017, 7:56:51 PM): So you really have no idea what you are talking about?
Me (10/30/2017, 7:57:05 PM): or what they actually do?
Me (10/30/2017, 7:57:19 PM): or the process to replace a replacement?
Michael Jordan (10/30/2017, 7:58:12 PM): I'm sure with what I'm informing now. What I don't know is what's going on on your case since it's a different department. Once the investigation is done, they will let you know about the replacement.
Me (10/30/2017, 7:58:36 PM): and what does the investigation consist of?
Michael Jordan (10/30/2017, 7:58:43 PM): I'm sorry that I can't disclose anything about the case. It's just that we don't have any ways to access the cases that are escalated.
Michael Jordan (10/30/2017, 7:58:55 PM): About the 2nd replacement Stabilizer right?
Me (10/30/2017, 7:59:09 PM): I wish you had just read what I wrote and said that to me
Me (10/30/2017, 7:59:27 PM): it would have saved me 20 minutes of talking to you about this
Michael Jordan (10/30/2017, 7:59:33 PM): They are making sure that in case that they'll send you a new one, it would be not faultly
Me (10/30/2017, 7:59:48 PM): I sure hope so
Me (10/30/2017, 8:00:04 PM): ok sounds like we have gone as far as we can with this buddy
Michael Jordan (10/30/2017, 8:00:13 PM): Don't get me wrong, but I can't disclose anything yet now about you're case Steve. I'll go ahead and notify the agent. My apologies.
Michael Jordan (10/30/2017, 8:00:41 PM): I know this is really important to you.
Me (10/30/2017, 8:01:03 PM): I would really appreciate it if you would, because the last 3 people I spoke to said the same thing and nothing has happened as a result of it
11-19-2017 10:53 AM
Agree completeley! GoPros SUCK. ALL OF THEM apparently. I bought a Hero+ a while back. . . more like a Zero-. ;) Had problems from the start. If you turned on wireless (which kills battery life quickly btw), then turn off the device at the end of the day, the blue tooth stays on, thus continuing to drain the battery. So the first day I wanted to use it mountain biking, it was dead on the trail. FAIL (and no, the blue flashing light is not always helpful cuz it starts AFTER you have stowed away the device in a bag or wherever).
Second FAIL: if you record a bunch of videos, then delete ONE in the middle. . . the device gets 'confused', cant use the free space, but even worse CANNOT RECORD AT ALL! (and YES, I have the latest firmware gopro). You have to go and DELETE ALL videos on the card! RETARDED.
Third FAIL: after the FIRST winter that I didnt use the device for about 4 months. . . the 'settings' button DOESNT WORK AT ALL. I cant turn wireless on or off, change modes, anything! (I cant even use the phone app, cuz that wud require turning on wireless first!). All I can do is record, and sometimes it doesnt record AT All.
So, in closing. . . GOPROs are really OVERPRICED, OVERRATED PIECES OF **bleep**. And what does GOPRO offer to do about your defective device. . . return for refund? NO Exchange for a new device? NO Basickally a big F.U. to their customers in the form of offering a DISCOUNT on the purchase of another piece of **bleep**.
NEVER AGAIN GOPRO!!!
11-19-2017 11:29 AM
The case above from Steve Wolf. TYPICAL. Typical runaround from indian offshore support. Horrible english, nothing but excuses and runaround. Trust me, you will get NOWHERE trying to reason with them. Indian people are masters of folley and the runaround game. American management LOVE them cuz they are will work for slave wages and have the above mentioned skill, very useful at getting rid of annoying customers seeking support, by way of the runaround war of attrition . . . at some point you just give up. Well I think that pidgeon has come back to roost as they are losing customers in droves. They already lost this one, thats for sure.
11-19-2017 01:11 PM
I feel gopro will please anyone by trying to promise you the world, when you call their bluff they'll polatly say they are not allowed to do that...