Ask a Question
GoPro Support Hub Ask a question. Share an answer. Find a solution. Stay stoked.
Announcements
Is your GoPro gear up to date? Check to see If it is on our Update page.
Cameras
Reply
Hiker
Posts: 34

Please help me get my Camera Back ! (Warranty Issue)

[ New ]

CASE#07193847
Please help me get my camera back (It has been 2month now)
I submitted my warranty claim on NOV, 4th, 2019 and defected unit was signed on NOV, 12, 2019(from gopro)
I have chatted/called many times, spoke with two supervisors. They all asked to me wait for an updates with UPS Tracking Number,
and even after 1month, not a single agent was able to find out why item was not being shipped out (replacement status is pending shipping)
They all asked to wait for a follow up but none of them really did
and almost 2 month pass by, I spoke with an agent today and was told fulfillment center did not provide any reason but did not approve shipping it out to my address
(I already have provided them 2 addresse)
So basically, she was saying that my case is closed.
I really just want my replacement camera back in my position.
chat or phone call support was not able to resolve my issues and can not provide anymore help ,
So, here I am .. asking for your help
Please follow up with me via email djdk80@hotmail.com or Phone 1-647-561-9111
Thank you

gopro.jpg
Hiker
Posts: 34

Re: Please help me get my Camera Back ! (Warranty Issue)

[ New ]
 
2020-01-06 (5).png
Hiker
Posts: 34

Re: Please help me get my Camera Back ! (Warranty Issue)

[ New ]

Still no updates .. 

 

Hiker
Posts: 34

Re: Please help me get my Camera Back ! (Warranty Issue)

[ New ]

My Gopro Hero 7 Black camera had power issue and after speaking with customer service on Nov, 4th, 2019 it was deemed defective and I was instructed to send the product in and was told that as soon as it was received I would be shipped out a new one.
defected unit was shipped and signed on NOV, 12, 2019. (from Gopro Warehouse in Mississauga)
After waiting for 3weeks, Item status was still pending shipping from gopro.com, therefore I have decided to call and seek for help. I have chatted/called customer support many times but They all asked to me wait for new updates email with UPS Tracking Number and It will be shipped out within 24-48hrs, at this point they offered to give me an accessory, free of charge as a compensation. (delay)
After waiting for another 1 month and there was still no updates from gopro, so decided to speak with supervisor from gopro support. First supervisor asked me to provide different address as it could be the problem that warehouse team is not able to ship to my address. so I provide different address and New order was created. then I spent another 1 month waiting for it to ship but still in same status.
I have called many times to find out what is going on. They all mention that they will personally follow up regards to this issue, but Im not getting any updates or follow up and just waiting for it to be shipped (It's been 82days now)
There is no official email address for consumers and call center is outsourced to another country where I am read a script every time I call. I wrote complaints on official gopro.com community forum, messaged administer for that community forum, messaged thru official chat, facebook chat, and tweet (all the source I can possibly find to get their attention to resolve issue).
This is not my first time having bad experience with gopro warranty claim as my previous case took well over 3 month to get it resolved. (Have the proof as well)