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Sightseer
Posts: 3

UGRENT MATTER Incomplete Delivery due to parcel damage Order Number 22099568, Delivery Number 835370

[ Edited ]

Dear Go Pro Team

 
My native language is not English but as I hope that you will understand what I am writing here, I try to keep it in English from the very beginning.
 
I have ordered three articles. Attached please find a picture showing what I received in the end. Whoever made this parcel: it was more than a big failure to make this in a few seconds rather than taking care of how to make a safe parcel. You can cleary see that you merely stick the air package so that you did not stick the package as a whole. As a consequence, the parcel had a gap over the whole delivery process. And it gets even worse: the air package was damaged as well so that it did not prevent two of the articles to disappear. To keep it short: what I have received here is just the jaws but neither the Hero 7 black nor the micro Sd card. This is more than disappointing as I want to use these devices over the weekend. So what I would like to ask you now is to check ASAP who made this parcel and to refund the amount I have paid for the HERO 7 and its micro SD card. I thought I order at the very best shop you can choose to buy a GO PRO but what I experienced here is more than worse.
 
Order Number 22099568, Delivery Number 835370572
Damaged parcel sticked with air box rather than the parcel itself.png
GoPro
Posts: 3,053

Re: UGRENT MATTER Incomplete Delivery due to parcel damage Order Number 22099568, Delivery Number...

Hi @sebastiank1558,

Sorry to hear about what happened. This is definitely not the experience we want you have. Did you place the order at gopro.com?

Please let our Support team know so they can start an investigation and assist you with the next steps. Ensure to have your Sales Order number, photos of the package and invoice ready for any information that they may need. You may reach them by phone or chat.

 

Kind Regards,

 

Ann

Sightseer
Posts: 3

Re: UGRENT MATTER Incomplete Delivery due to parcel damage Order Number 22099568, Delivery Number...

I tried a few times to reach someone via phone or chat. But no-one is available. I feel more than alone with this problem as I need an urgent advice: I need this device for the weekend but due to these circumstances, I do not have the GO Pro in my hands.. therefore, Ann: could you please have a look into this issue as I reach noone here in my home country in Germany. There is no other reason why I am using this public chat for my private number but I tried to reach you in a more private way several times.
 
My Order Number 22099568, Delivery Number 835370572. Thank you. 
 
Attached please find the invoice too.
 
 
Invoice.png
GoPro
Posts: 3,053

Re: UGRENT MATTER Incomplete Delivery due to parcel damage Order Number 22099568, Delivery Number...

@sebastiank1558, apologies but as much as I want to help, we have limited access here in Community Hub with regards to concerns like this. You will have to work with our Support team so they can start an investigation. We definitely want to take a look at what happened to extend our assistance.

If you're having trouble connecting to our Chat Support team,  you may try changing the location and language to "United States, English" on the webpage. The hours of operation will also be posted on the page.

You can also check these international numbers for reference: https://gopro.com/help/articles/Block/Telephone-Numbers

Sightseer
Posts: 3

Re: UGRENT MATTER Incomplete Delivery due to parcel damage Order Number 22099568, Delivery Number...

 
Invoice.png