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Tourist
Posts: 2

Trade Up Program

[ Edited ]

I traded in my Hero 3 camera for the new Hero 7 and I called to see if I could get my order expedited since I need my camera for a vacation. They told me it takes 3-5 days to process the camera and then ship it. Has anyone had any luck getting their camera earlier? I think the turn around time to get the new camera is rediculous. Plus they told me they can't ship my old camera back even though its in PERFECT CONDITION. That seems rediculous to me. 

 

I have really enjoyed GoPro's products and I've used them for years but I am disappointed in the customer service because it seems like no one can ever help me with my questions.  

GoPro
Posts: 10,731

Re: Trade Up Program

Hi @maceyrafter

 

As listed on https://gopro.com/help/articles/Block/GoPro-TradeUp-Program-Frequently-Asked-Questions

When will I get my new GoPro, and when will I be charged?
After we receive your trade-in camera, we’ll charge the payment method provided and ship your new GoPro within 14 days.

 

Also stated on the TradeUp terms and condition: 

Trade-in transactions are final; after you trade in your Eligible Used Device, you cannot get it back.

See https://gopro.com/en/us/legal/tradeup for reference

 

Thanks!

Ej

Tourist
Posts: 2

Re: Trade Up Program

Is there no way to get it expedited sooner?

 

I feel like there should be a way to be able to get it shipped faster.

Tourist
Posts: 10

Re: Trade Up Program

Can I ask why Go pro are telling customers that it should take 3-5 days after the ols camera arrives but it sounds like some people have been waiting a month now due to this outage that we are being told about. I do not understand as they have a record that my old camera arrived. I feel you guys should be stop taking trade up orders until you sort this out. I am hoping for an answer soon on my order.

GoPro
Posts: 3,219

Re: Trade Up Program

@llloyd007, apologies for any inconvenience this may have caused you. Rest assured, we're working deliberately to get the issue resolved as soon as possible. You should be receiving an email once the order is updated. Your time and patience are very much appreciated.