02-16-2019 07:44 PM
GoPro customer support claims they have lost my camera in the warehouse when it was signed by and L. TORRES when my package was received. How do they not have this vital information?? My tracking number should have been linked to my order, yet customer support still had to ask me for this information, including asking if I had even shipped it out yet. I received the FedEx shipping label on Jan.20 and my shipment was delivered and signed for on Jan.22. I called customer “support” 12 days after hearing no news about my order. They claimed the warehouse lost my camera... nice! Then they tell me they’ve opened an investigation to find my camera and asked me to give them 48hrs. Well 2 days passed and still no news. I called again and customer support still sounds confused as ever.... So where’s my camera? They asked for another 72hrs. So three days have passed, still no status update. I call again and ask where’s my camera?? once again customer support is useless and asks me for another 72hrs. Another 3 days go by and I still hear nothing from useless customer support. WHAT DO I DO NOW??? GoPro is ridiculous. I turned in a $350 retail price Canon digital camera. I guess someone at the warehouse wanted to steal it. All this over a $100 discount isn’t even worth it.
It’s been 12 days of “investigating” and it’s now Jan. 17. About to hit a month soon. I have a feeling this is going to be a long treacherous road.
02-18-2019 11:55 AM
This does seem to a case of bad customer service. Once your package was received and signed for the issue should no longer lie with you. Your credit should have been issued within 48 hours and any "missing camera" issue should lie with the warehouse. I'm hoping that GoPro will realize their error and make sure they treat the customer with respect and learn a valued lesson from this.
02-18-2019 12:45 PM
Hello @kirito8i. Sorry to hear about the order issue. We have checked with Support and tagged the team handling your case to keep you updated with the status. There is no information or confirmation about your package being lost. The system that the agents have access to is not updated and does not show receipt of it, the reason why there was a need to forward the matter to the Orders team for them to communicate with the warehouse directly. Rest assured that the specific team will continue to handle the case until the issue is resolved, and will constantly update you on progress. Thank you very much for your patience. The case number for your reference is 05891711. Feel free to send us a message or post back for any other questions or concerns. Best regards!
02-21-2019 08:55 PM
02-22-2019 07:24 AM
I'm glad that you were finally able to get this resolved. It is unfortunate that you had to be kept waiting so long. I worked for a large multinational IT corporation before and one of the "volunteer" tasks we got to partake in was customer returns. We learned the value of customer retention and ensuring that our customers benefited from good service. I hope this incident served as a training lesson for GoPro and their customer service can improve as a result. It's good that you left feedback for them and shared your experience. Hopefully others can see that GoPro are dedicated to improving things for customers and at the end of the day, you did receive your trade up camera. Have fun with the camera and post some video and photo's!