I'll be totally honest. I am very disappointed with the new Hero9 and the customer service to date. I ended up returning my entire order (camera and accessories) for a full refund (inc. Subscription that was purchased with camera)... due to batteries not fully charging. Gopro blamed it on my camera settings but it was the exact configuration as my Hero8 (which I had no issues with). They then suggested replacing the camera unit itself... but advised that it would be deducted from my 2 replacement guarantee, which I was not happy about hence the request for a full refund. This is so that I could then place a fresh order and hope the problem doesn't repeat and it was just a one-off fault.
Gopro partially refunded me to my annoyance and still to date have not refunded me for the subscription. I was advised by the agents that this will take time and said I could place a new order for a new hero9 (with subscription) whilst I awaited the refund for the first subscription. I had reservations about this as I would then have paid for 2 subscriptions.
To my horror, i received an email after payment was taken for the second subscription and gopro have now cancelled both subscriptions (not sure why they have cancelled the second one!!!!) and yet to refund my initial subscription. Therefore now robbing me of £99.98 (2x £49.99)
Getting hold of customer services has become even more difficult now that they have cancelled both subscriptions. I will try again on Monday as support is unavailable for non-subscribers on weekends.
If there is no resolve i will have no choice but to dispute this with American express and get my money back another way!
Shame on you Gopro... I hope this gets escalated as a formal complaint. We are in week 4 and still in the same mess!
