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Tourist
Posts: 6

Payed, didn't receive confirmationmail, support chat doesn't work and calling barely works?

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Hi,

 

I bought 2 GoPro's of your website 2 days ago with the SUMMER coupoun, which didn't work. After I payed, I didn't receive a confirmationmail which I would like to get. So I checked my transactiondetail which has an ordernumer (don't know if that's the actual order number), which doesn't show up if I try to see my order status. Now, I've tried the support channels. The chat doesn't work and the phone-call option (which says, "we'll call you in 5 minutes") has an responsetime of almost 4 hours, which I missed, because I got an international call (from Leeds) which I didn't expect, since I live in The Netherlands.

 

Trying to call back results in a tape saying you have to use the support-page on the website.

 

Now I finally go the chat working with Internet Exlorer and had contact with Belinda. At first I was very happy with how fast she responded. Now after the initial "where is my order" thing, I brought up the thing about the SUMMER coupon. She responded that it had expired even though I got a mail yesterday, with the exact same SUMMER code. After saying again it was expired she said this:

 

Belinda:And the promotion code already expired.

Belinda:Since everything is covered, I'll just send you an update once I have received info from our orders team.

Belinda:Thanks for your time.

Belinda:Have a great day.

 

And she shut down the chat.

 

What? Really? This is what you call customer support?

 

 

Here's the transcript of the entire chat:

 

Belinda:Thank you for contacting GoPro! My name is Belinda, how can I help you today?

Me:Hi!

Belinda:Good day! Thanks for contacting us Boy.

Me:I bought 2 GoPro 8's 2 days ago, but I didn't receive an confirmationmail, order number or anything. I payed already though. Could you give me an update or anything?

Me:This is the ordernumber which came with the transaction XXXXXX

Me:Oh and the SUMMER coupon also didn't work

Belinda:It is unfortunate that this issue happened but I am sure we can find a suitable solution.

Belinda:Can you please provide me the email you've used on the order? I'll check our records using this info.

Me:info@xxxxx.com

Belinda:Regarding the SUMMER promotion code, I'll check that out.

Me:I tried the order page, but it didn't came up with anything

Me:It's like I payed, but nothing happened after that

Belinda:Let me look into that order and promotion code for you, this may take me a few minutes. Thanks.

Me:Sure

Belinda:Thanks

Belinda:Can you please send me a photo of the charge you see on your account? Please use the attachment link I have sent on your email.

Belinda:I have checked our records for the order you've created using your email and I need to escalate this matter.

Me:I just uploaded it

Belinda:Thanks. let me check that out

Me:That's from my bank. I didn't recieve anything except offers on my e-mail adres

Belinda:I haven't received the photo of the charge from your bank. Can you please send it again?

Me:Sorry, sent it again

Belinda:Okay, thanks. I'll check that again.

Belinda:Boy, here's what I'll do, I'll check with our orders team with the charge you see on your iDEAL account.

Belinda:Please provide me these details:Complete name on your account.

Belinda:Last 4 digits on your card.

Me:X

Me:X

Belinda:Your shipping and billing address

Me:X

Me:X,X

Me:The Netherlands

Me:*X

Belinda:X - is this the name listed on your account?

Me:Yes, it's a business account. My name is Boy XXX

Belinda:Okay.

Belinda:I'll forward these details to our orders team.

Me:Thanks! Could you send me a copy of the mail?

Belinda:Regarding the promotion code SUMMER, that's already expired and can't be used on the order.

Me:Yah, but I bought it two days ago

Belinda:Yes, once I have an update, I'll send you an email.

Belinda:The order didn't go through, so even it was used 2 days ago, still that promotion code was not applied.

Me:That

Me:That's strange becayse I actually have that mail from monday it started then

Belinda:I understand, but can you try to check if you can use it now to our website. Try to create an order and try to use the promotion code,

Belinda:Our website will not allow you to.

Me:No that's correct. That's what I said. GoPro sent that e-mail, I ordered, tried to enter the coupon code, didn't work, but I still proceeded

Belinda:Can you send me a photo of that email you received as well

Belinda:That email with the promotion code SUMMER.

Me:I just sent it to support@gopro.com

Me:With your name

Belinda:I cannot view email responses.

Belinda:That's why I am asking you to send the images via the link that I have sent via your email

Belinda:We don't have an email support.

Me:Aah, I just sent the screenshot. I even got a mail yesterday it extended by 1 day

Belinda:okay, let me check

Belinda:That promotion code is only valid for 2 days.

Me:Wait

Belinda:Aside from your issue, is there anything else that you needed assistance with?

Me:No, it's these two things

Belinda:Okay, we'll send an inquiry with our orders team about your order.

Belinda:And the promotion code already expired.

Belinda:Since everything is covered, I'll just send you an update once I have received info from our orders team.

Belinda:Thanks for your time.

Belinda:Have a great day.

GoPro
Posts: 27,079

Re: Payed, didn't receive confirmationmail, support chat doesn't work and calling barely works?

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Hello @noidz

 

We have sent you a direct message.


Thanks!

Ej