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Reply
Hiker
Posts: 13

Trade Up Program

This probably isn't the right place for this. But I don't see any other way of registering a complaint other than what seems to be a listen and do nothing customer service team, who are being let down badly.

 

I put my Trade Up order in on 24th May. On 31st May GoPro received my Trade Up device, my trusty Hero 4 Silver. It's now 21st June. 5 or so phone calls and chat conversation later and I've been emailed to "rest assured it (the camera) will shipped soon". Then after another conversation an email stating "due to no RMA number, we're having trouble". After a couple more conversations and plenty of "we'll escalate this for you" another person is now saying there has been an outage between GoPro and the people fullfilling the orders.

I have spent plenty of money on GoPro devices and now plenty of my time following up and repeating my recent experience, which is frankly a wind up. Then when I asked for my camera back, I was given, well in our T&C's bla, bla, bla. Well as far as I can see GoPro are quoted as saying "
We'll ship your new GoPro within 14 days of receiving your trade-in camera.". That I believe is commitment and there for a contract to do this. Do you know what, if even it wasn't, which it is, I would except most things if I was communicated with and had my expectation controlled. At the moment I will go on holiday next week without a camera to record what I'm up to and that sucks. It's not like I haven't allowed reasonable time to get the deal done. Come on GoPro, sort it out and make your customers feel like they're a little important to you.

GoPro
Posts: 10,292

Re: Trade Up Program

Hi @0w6en

 

Sorry if this is taking longer than usual.

Surely, this is something we don't want you to experience as a GoPro customer.

The fulfillment provider of your GoPro order is currently experiencing a system outage, which may delay the delivery and status of your GoPro order. We are working closely with the provider to address the outage and we will keep you informed when they are back online or when we have more information.

You should be receiving an email once the order is updated.

Again, we apologize for the inconvenience.

 

Thanks!

Ej

 

Hiker
Posts: 13

Re: Trade Up Program

Hello Ej, OK. The order should have been sent out no later than Friday 14th June. You are talking about system issues that have happened from 17th June onwards? I strongly suspect you could expedite my order from another point.
As you know about my case and have eyes on the system, can you verify that the requests I made have been passed on, as per my last telephone call?
Hiker
Posts: 13

Re: Trade Up Program

@aragon1006 just to be clear. As individuals, I know all of you in Support care, as it’s natural to want good things for the people you come into contact with. However, overall, as a company your Management are making decisions that make me and others who are experiencing the same difficulties, vague excuses and poor outcomes, feel that GoPro, as a company, do not care and are losing their way in the face of stiff competition due to complacency.

Please also see my previous comment that I forgot to tag you in. Thank you.
Explorer
Posts: 12,097

Re: Trade Up Program

Just to address the original post of any other way of registering a complaint, you can do so here https://gopro.com/en/us/feedback
Hiker
Posts: 13

Re: Trade Up Program

Thank you.
Sightseer
Posts: 2

Re: Trade Up Program

Hello.

 

What I find really abused is that for such a company, with such products (price, quality, ...) there is no better support: 20 minutes waiting to hear me say concerns of the supplier. Then, a week of trouble with a supplier on a computer failure: no, but a week, you realize the importance that it takes! I work in IT in a large company, already for 5 minutes of computer failure is a big loss and an urgent case to solve. You have to review your supplier and the repair teams.

Many go on vacation and will not be able to benefit from their purchase ...

 

Hoping that the problem is quickly solved!

Tourist
Posts: 10

Re: Trade Up Program

I have the same problem. I have just opened up a chat to say tomorrow will be 14 days from my old original go pro delivery and they also say about an outage, but do not really say what that means. Surley they can't be out of action for this long. I stupidly ordered extra battery's, cases and bits ready and Like Owen believe that the very least should be an email saying about the delay as you state that it will be sent within the 14 day period. Not good service from a company, that I have already had 3 models from. If you know the old one has been delivered, surley you guys should send them direct?. Cimmunication guys!!!!