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Tourist
Posts: 4

Order issue

[ New ]
Hello,
I ordered a GoPro Hero 9 recently but I received a wrong camera. I did not open it but the packaging is white (instead of black packaging for Hero 9 Black).
I will need a RMA to send it back to you. Unfortunately I cannot contact anyone through your website, I have always this message "Sorry, all agents are helping other customers right now. Please try again later". Also, the phone numbers on your Facebook page do not work (France, UK, Germany and Ireland). So it's impossible to contact anyone.
Regards
GoPro
Posts: 19,223

Re: Order issue

[ New ]

Hello, @alertstorm03475. We used the email address in your Hub profile but we are not able to pull up any record of an order. Was the camera purchased directly from GoPro.com? Is there an order number that we can use as a reference? Thanks!

Nomad
Posts: 6,470

Re: Order issue

[ New ]

Can you post a picture of the packaging here so it can be verfied which camera it is and what box it arrived in?

 

 

Tourist
Posts: 4

Re: Order issue

[ New ]
Hello,
Thank you for your reply. This is normal you can't find my order because I create this account using a different email address. The number is MU-00610685.
I post you a picture of the camera I received.
SmartSelect_20201019-203132_Photos.jpg
Nomad
Posts: 6,470

Re: Order issue

[ New ]

Did you purchase this camera directly from GoPro.com or did you buy from some other site such as Ebay etc?

Tourist
Posts: 4

Re: Order issue

[ New ]
I purchase it on https://gopro.com/en/au/
GoPro
Posts: 26,143

Re: Order issue

[ New ]

Hi @alertstorm03475

 

We were able to pull up the details for MU-00610685 and see that the order is for a HERO9 Black.

The best path forward is to reach out to our Support Team.

Have a case created so this can be checked further by our Orders Team.

 

You may submit a request for a callback or initiate a chat session through https://gopro.com/help/ContactUs

 

Thanks!

Ej

Tourist
Posts: 4

Re: Order issue

[ New ]
Hello Ej,

Ok but I have already done that and nobody call me.