01-12-2018 03:01 PM
Something is seriously and systematically wrong with gopro's technology when it comes to processing an order.
If you can order your gopro ANYWHERE else (amazon, etc) - do it. It will save you so much heartache.
I ordered a large order 6 days ago with 2 day shipping and when I called to see why it hadn't shipped - they said they required some billing verification. NEVER had anyone contacted me, no email, no nothing over the six days to communicate a delay or that that the conversation needed to happen. When I asked why - the customer service team was only able to mumble apologetically that they didn't now why and that that they were really busy... They even suggested I cancel the online order I had made six days earlier and go buy everything through a retail shop....!
I live overseas and was going to be in the US to pick up my shipment so I had used an overseas bank account - to which they wanted me at 11:30pm to call my bank on friday night for an authorization code. Obviously nobody would be around during Friday night to do that. So we then CANCEL the whole order - open a new one and use a new one with US credit card. I go to bed - 6 hours later - wake up with an email that says something went wrong with my order. What went wrong with my order was that they cancelled it (and didn't take the hold off my credit card). We're now on round 3.
If this doesn't work - I'm done with GoPro. You guys have absolutely massive billing issues and customer service issues in general. I don't know how you run an online business. From what I've seen - many other people have opened threads as they are experiencing the same grief. It's 2018. There are fantastic technologies for payment that don't involve manual checks from a billing department. Get with the times.
01-13-2018 12:15 AM
Every time I have orderd, and I have ordered a lot of merchandise, the service has been prompt and without issue. The same goes for the Customer Service department. Apparently there are a few people who have had issues, but these are few and far between. That being said, I certainly understand the frustration one must feel if they are one of the unfortunate ones.
02-22-2018 09:42 PM
I am dealing with the same issue. I ordered the GoPro Hero 6 from amazon last week and recieved it in two days. I loved the camera so much that I decided I would go ahead and by the Karma Drone kit as well but this time I wanted to go directly through GoPro and support their company. I woke up to an e-mail stating that there was a problem with my order. I called the customer support staff, whom I could barely understand, and they transferred me to billing. That was a joke. They told me that they cancelled my order because they needed a verification code from my bank. Ok, fair enough, so I called my bank to see what the deal was. Well, to my surprise, I authorized the payment already and didn't know why GoPro would've cancelled the order, or why they would need an authorization code. Ok, I call GoPro back, same terrible non-english speaking customer service. They couldn't really make sense of what happened, but asked if I would like to just process a new order. So I thought maybe it was just a glitch. Provided them with all of the answers about my billing info and card info and mailing address, etc... Seemed to have worked fine and we got off the phone. Then the same thing happen withing an hour or two. So I called the bank, got two different authorization codes for GoPro since I processed two orders, ONE of which was already PERMITTED by my bank, and I submitted those numbers to an e-mail that I was requested to respond to with the confirmation number once I had them. I got a response back from that email that containt the authorization numbers that told me the case had been closed and if I needed to contact someone that I would need to call them.... So here we are, round 3, and it was the same crap. Atleast I could understand this person and she seemed much more personable and assured me that the problem would be fixed by the end of the busineess day (today Feb 22, 2018) and insisted that I would get an email updating me about my order. Well, here it is, just after midnight, and no email or anything to tell me one way or the other. So I contacted the online customer service and told them the same thing, though very apologetic, I was informed that they are only for technical support and that I need to call GoPro first thing in the morning to have these issues taken care of. So, I'm sure my card has been charged twice, thats 1200$ and I leave to board Breckenridge Colorado next Friday and was hoping to use the Karma Drone to follow me around the mountain. Really fed-up with how poorly this has been handled and very unproffessional. I have screen shots of everything and I will take this to every single level until I get to the right person and if that don't work, everything will be posted to every social media, youtube, whatever it takes. I'm sure if the upper management knew about this, then it would've been fixed already. I can't imagine the busy plan for this extremely successful company consist of its customers dealing with what I'm going through, and apparently many other. So, I will begin, right now, on determing how to reach some higher-ups in the company who hopefully speak better english and have the capability to do something about this in order to protect their brand.
06-16-2018 02:19 PM
Same thing here buddy. Ordered a gopro and mount for my motorcycle helmet. Next day get an email saying there was an issue with my order and i need to call support no reason though. Call support (heavy accents) and get told they don't know why something went wrong and i'll have to reprocess the order through billing.... but that they aren't open yet... Email sent to me specifically says it's been open over an hour. Get asked to call back in an hour, not set up a call back... Go to online support and am told there is no info on what happened to the order and to call the support line. Explain what just happened: "Oh it's probably an influx of calls and they are busy!" Well buddy, why didn't they put me into the queue? They lied and told me to call later. Call again 5 minutes after all that (been 10 minutes since the first call ended) this person puts me through even though the original told me they were closed for another hour. She keeps taking me out of the queue to tell me no one is picking up and i keep telling her to just leave me in it. Sets up a callback. Wait for 3 hours and THEN someone calls me while im driving. The guy has no idea why my order failed and said it must be an error with the info I put in. Possible, but then the system should have been able to tell them that. Guy takes ALL OF MY BILLING AND PERSONAL INFO and says he is going to reprocess my order and verify info with my bank, like, what? Wait 2 days and no new order is made, but i get an additional email telling me the original order is cancelled!!! Now I am wondering if my info was just stolen by a fake support line and whether or not to try ordering again because I don't want them to order it at the same time as me and double charge. Try online support again and get told maybe there is an issue with my card. No pal, i use my credit card exclusively for purchases hourly online and in person, impossible. Then i ask why a new order wasn't placed and he told me they tried and it failed, but i guess that wasn't info they thought to pass on to me. The support guy then suggests i just try a local retail store or somewhere else. Why the hell would I purchase it somewhere else other than the developer themselves if it's available!?!? I go ahead and place the order myself again and unbelievable... it takes the system like 24 hours to fricken process the order, not even ship it. So instead of two day shipping and receiving it Thursday like I should have, they won't ship during weekends (so already not within two days of the purchase) and now I am waiting 4 days and over a week accumulative. Now i go online to see two seperate charges with different amounts over $290 coming from gopro and have to get that resolved. Last time i purchase from them or at least through their site.
08-02-2018 10:07 AM