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Tourist
Posts: 4

Hero 6 pro customer service. Anyone else have this problem.

Extremely frustrated with Customer service.   Called them with an issue regarding my GoPro Hero 6 and it didn't go well what so ever.   I had called and it seems as the customer service Rep was overseas and was using a a translator program.   There where long pauses, CSR did not understand simple things such as when I said I bought the GoPro at Henry's he said okay so you bought it off of eBay.  multiple language barriers, CSR kept asking me things I didn't even ask or that was related to me.    After 35 min I hung up and called back only to experience the same problem.   This new CSR asked where I was calling from, I said Ontario Canada and she said ok we can get you a new GoPro to Cambodia.    When asked what camera I bought I said GoPro Hero 6 and she said ok the fusion, I said not the hero 6, she said oh the new hero 7.   Really.    Finally got some resolution.   Mailed out the GoPro to depo in Mississauga.  She said if I send it to them priority with tracking number I will have a brand new one in 3-5 business days that call was almost one hour as communication was horrible.    It was received by the facility.   Went on the chat line to talk to customer service.   She said they never received it I said yes, gave the tacking number and she disagreed.   I said no it's there, she explained well wed can't find it in our system.  Called another chat.  they said they would expedite it.   never was.  in her notes she says the tracking number doesn't work on her end.   Called another chat.  she could see it.   put in a request to see but can't give me a time line.   I tried to explain about our family trip and she really didn't seem to care to much.   asked for at least an idea.   she explained she can;'t give me any time line what so ever or if the camera has been received even though she sees the tracking number.    Called back CSR got some one in the Philippines and again multiple language barriers and posses.    Many questions or answers had nothing to do with my claim.    she know says that it could take up to 30 to 45 business days to process.    this call lasted 41 min.    
 
  Extremely frustrated.   one my GoPro but the customer service is the worst Is've experienced in my life and most frustrating.   I even pay monthly for GoPro Plus for extra storage and better top of the line service as it says in your GoPro plus advantages. Why I pay for this service is beyond me.  I will be cancelling this immediately.    It is this very experience why I may never go back to GoPro.   A company this size should have a better grasp on the customer base and the needs.   Extremely disappointed.  Now my family and I will be on vacation with no GoPro and will miss out on valuable family memories and experiences.   Thanks GoPro for the amazing service.  I even lodged a complaint on the gopro website and no one has gotten back to me.   I put something on face book and it was never approved and no one got back to me.   What a scam.   
 
  Does anyone else share this experiiance.  
GoPro
Posts: 3,863

Re: Hero 6 pro customer service. Anyone else have this problem.

 

Hi @hurley73,

 

Sorry for the inconvenience. 

We'll check this for you. 

Do you have a case number?

 

 

Thanks!

-Jay 

Tourist
Posts: 4

Re: Hero 6 pro customer service. Anyone else have this problem.

Yes I do.    Here it is.....# 05821728

 

Also an agent said it would be shipped out and I'd get a confiermation email with tracking number, but I had to end the converstation before she could sent it.  Guess what.   No email and no gopro.  See below past and look at the time.  Again another 20 min wasted trying to get answeres.   

 

( 17m 52s ) Visitor: I would just like my GoPro back in time for our family vacation next week, That is it.,
( 18m 33s ) Seline Crizzel: Shane, I have expedited the shipping from Standard to Express shipping for this order.
( 19m 27s ) Seline Crizzel: I also send you an e-mail with the confirmation for the replacement camera.
( 20m 3s ) Visitor: That would be great. thank you. Yes please send me the email conversation. 
( 20m 8s ) Seline Crizzel: Sure thing.
( 20m 22s ) Seline Crizzel: I can send it, once the chat session have ended.
( 20m 45s ) Visitor: Ok. thank you. I will look for it hopefully it comes 

GoPro
Posts: 3,863

Re: Hero 6 pro customer service. Anyone else have this problem.

 

Hi @hurley73,

 

Already followed up on this. 

And I can confirm that the process was expedited.

You should receive an email if it's now being processed for shipping.  

That's the only thing I can check. 

 

Regards,

-Jay 

 

Tourist
Posts: 4

Re: Hero 6 pro customer service. Anyone else have this problem.

Hello.    Still no email.   Still no gopro. 

 

Tourist
Posts: 4

Re: Hero 6 pro customer service. Anyone else have this problem.

Hello, still no email and still no gopro.    What is with this service?

 

Tourist
Posts: 3

Re: Hero 6 pro customer service. Anyone else have this problem.

@hurley73 Customer service generally is not helpful at all and tries to avoid you. Imagine that every time I ask for a manager/supervisor to talk (because the normal staff repeats the script) he’s always "away" and will contact me, which “mysteriously” he never does and always “forgets to get back to me”. For the record, I had 4 camera replacements and they never helped me really.

Highlighted
GoPro
Posts: 3,863

Re: Hero 6 pro customer service. Anyone else have this problem.

Hi @giannisp844
 

Do you have a case number so that I can follow up?

 

 

 @hurley73,

Upon checking it is already delivered. 

Do you have the tracking number?

 

Thanks!

-Jay