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Hiker
Posts: 8

Very Dissapointed in Poor Customer Service

Placed a trade up order for a Hero 7 on Tuesday of last week, got my details straight away for posting on an old camera as part of the deal. I sent the old camera away to the Netherlands as directed on Wednesday of last week and it arrived at the Netherlands on Friday of last week. i am based in the UK, so everything seemed to go great.

 

Then on Saturday I get the following email from GoPro :-

 

Dear GoPro customer,

We are contacting you because the fulfillment provider for your GoPro order is currently experiencing a system outage, which may delay the delivery of your order. We are working closely with the provider to address the outage and we will inform you when they are back online or when we have more information. We apologize for the inconvenience.

Thanks,
GoPro

 

I cannot get any tracking information from the GoPro website. So I called GoPro yesterday and had an internet chat with them this morning. they cannot tell me when the system problem will be resolved and they have no idea when my order for for the Hero 7 will be delivered!!!!! 

 

From a customer perspective, I have paid money and returned an old camera as per the GoPro trade up process so the problem sits squarely with GoPro and not me as the Customer yet it is the Customer/Me who is being penalised!!!!!

 

You would have thought that a responsible Company would make arrangements to send out the camera because they have my payment and have confirmed that an old camera has been returned by me and I met all the conditions that GoPro set. However, I am being made to wait for the Hero 7 whilst Go Pro sort out an internal issue. This is nothing but shockingly bad customer services!!!!!!!!! 

 

Regards

James Wright

GoPro
Posts: 3,195

Re: Very Dissapointed in Poor Customer Service

Hi @jamieandangela,

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.

Kind Regards,
Ann

Hiker
Posts: 8

Re: Very Dissapointed in Poor Customer Service

How kong is as soon as possible?
Tourist
Posts: 5

Re: Very Dissapointed in Poor Customer Service

What's more disappointing is there is no indication of fulfillment issues anywhere on the site meaning more and more people are facing the issue. It looks like it's been going on a while.
Hiker
Posts: 8

Re: Very Dissapointed in Poor Customer Service

Very good point..............why is there no mention of this problem on the website?

Tourist
Posts: 7

Re: Very Dissapointed in Poor Customer Service

So, GoPro has our hard earned money, is - or will - not be able to ship the orders and is only answering with CTRL+C - CTRL+V.

 

veeeery poor for a hipster_we_are_so_cool_and_surfer_buddies company.

 

I have to fave it. My money is gone and my old GoPro Hero 3+ is gone

 

 

Hiker
Posts: 68

Re: Very Dissapointed in Poor Customer Service

[ Edited ]

I contacted GoPro support and spoke to a manager on the phone yesterday. The "supply chain outage" has been going on since June 17th. I was NOT notified of the delay in my 2 replacement cameras that I've been waiting on for 2 weeks. It seems like something really strange is going on at GoPro. 

Tourist
Posts: 10

Re: Very Dissapointed in Poor Customer Service

I have the same problem. 14 days is today. I called yesterday to be told the same. But very strange for a big company to have an outage for 9 days now.?. I stupidly bought all new accessories in advance as well, as my go pro 4 is different and I have lost my original go pro to Go pro through thr trade up. I have had no communication from them. It miffs me when I have to chase them to find out what is going on.