06-26-2019 04:56 AM
But I ordered all the new accessories in advance by those Chinese marketplaces like joom and gearbest.
Fun Fact: The goods from China (which takes four to six weeks shipping) will be sooner in my hands than the GoPro.
06-26-2019 06:16 AM - edited 06-26-2019 06:17 AM
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.
And when you chase them down.... you STILL don't know what's going on. :(
06-26-2019 06:46 AM
It is is looking more and more like the Company is going out of business. They have been trading in debt for a while and system failures are being blamed currently and that is because either bills have not been paid or they do not have the resources to get them fixed.
The sad thing is they should have posted things on the website to tell people they had problems and should close down the sales part until things were sorted. They failled miserably.
06-26-2019 07:45 AM
Here is a copy of my online chat today after making a phonecall to GoPro and the guy more of less admitted things were looking grim for GoPro and the company was in real difficulty.
Chat Started: Wednesday, June 26, 2019, 12:59:08 (+0000)
Chat Origin: English Sales - Lison
Agent Laura Cristina V
( 3s ) Laura Cristina: My name is Laura Cristina. How can I help you?
( 45s ) Visitor: Hi I wish to cancel my order for a Hero 7 black
( 1m 9s ) Laura Cristina: Hi James.
( 1m 26s ) Laura Cristina: Sure. I'll be more than happy to help you with it.
( 1m 44s ) Laura Cristina: May I have the order number that I can check?
( 2m 25s ) Visitor: MP-03532035
( 2m 35s ) Visitor: sorry for the delay
( 3m 1s ) Laura Cristina: No problem. Let me check your order here.
( 3m 10s ) Visitor: thanks
( 3m 25s ) Laura Cristina: Welcome. One moment.
( 4m 36s ) Laura Cristina: Thanks for waiting.
( 5m 6s ) Laura Cristina: Sorry for this order. As of now we are still experiencing a system outage, which may delay the delivery and status of your GoPro order.
( 5m 17s ) Laura Cristina: But no worries, 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. We apologize for the inconvenience.
( 5m 42s ) Laura Cristina: If you wished to cancel this case, i can request to cancel this order for you .
( 6m 14s ) Visitor: yes I want cancel the order
( 6m 45s ) Visitor: sorry that should be I want to cancel the order
( 7m 12s ) Visitor: please can you confirm the order is cancelled
( 9m 18s ) Laura Cristina: sure. i'll be requesting now to cancel this order for you. can you provide me your complete name and address?
( 9m 36s ) Visitor: James Wright
( 10m 18s ) Visitor: Gave my home address
( 10m 39s ) Visitor: Gave my email address
( 10m 55s ) Laura Cristina: Thank you.
( 11m 3s ) Laura Cristina: Is there anything else for now?
( 11m 33s ) Visitor: can you confirm please that the order is now cancelled
( 13m 24s ) Laura Cristina: Sure. Will inform you via email once the order is cancelled.
( 13m 57s ) Visitor: will that email be sent today?
( 14m 25s ) Laura Cristina: i will not assure you that the order will be cancelled now since we are having a system outage as of the moment.
( 14m 55s ) Laura Cristina: Once the order is cancelled out, will inform you via email moving forward.
( 15m 37s ) Visitor: yes I know the system has been out since the 17 June.
( 16m 46s ) Visitor: i know GoPro are lossing money and have been for a while......is the Company about to go bankrupt?
( 18m 49s ) Visitor: why are GoPro still taking orders when they cannot deliver the orders?
( 18m 57s ) Laura Cristina: I apologize regarding this matter and we cannot comment about that. What i can do for you is to request for the cancellation of this order through our order scheme.
( 20m 20s ) Visitor: yes if you can please, will that allow me to get email confirmation of cancellation today?
( 21m 19s ) Laura Cristina: Yes, will do the request for this but can't assure you that the request will be cancelled automatically.
( 21m 35s ) Laura Cristina: Will email you once the order has been cancelled.
( 23m 11s ) Visitor: we are going round in circles here Laura......are you saying that the systems are not available to allow you to cancel an order?
( 24m 33s ) Laura Cristina: As of now the system are not available to check the order status that's why the process of your request may take time since the system is not cooperating.
( 25m 20s ) Visitor: Did that problem start on the 17 June 2019?
( 26m 47s ) Laura Cristina: With regards to that, I don't have information about system outage.
( 27m 49s ) Visitor: why is there nothing on the GoPro internet site about the ordering issues?
( 27m 50s ) Laura Cristina: Is there anything else for now?
( 28m 55s ) Visitor: you give delivery times on the GoPro website and cannot meet them, this is not right is it?
( 31m 28s ) Laura Cristina: Yes, I do understand regarding that issues. Currently, we are working on it now.
( 32m 10s ) Laura Cristina: We are open to submit your feedback on this link: https://gopro.com/en/us/feedback
( 33m 20s ) Laura Cristina: Is there anything else for now?
( 34m 17s ) Laura Cristina: Hi James, I just wanted to check in and see if you were still there?
( 34m 47s ) Visitor: no thank you
( 35m 8s ) Laura Cristina: Alright.
( 35m 14s ) Laura Cristina: Thank you for contacting GoPro Support today! It was a pleasure chatting with you. Take care!
06-29-2019 04:34 AM
Go do a search online in the business section. GoPro is in the process of moving US camera production from China to Mexico. They have zero cameras in stock to fulfill warranty replacements or NEW ORDERS. I don't think it's right that they're continuing to take orders when they're unable to fulfill them.
06-29-2019 10:06 AM
06-29-2019 10:34 AM
I cancelled my order and went to Amazon and got my Hero7 next day. I agree why are they taking orders and saying they will expedite for quick delivery when they have no stock? Very poor customer service.
That was a smart move
07-01-2019 05:17 AM
I got offered a 30% off voucher for one camera or 3 accessories, which is nice but also kind of ridiculuous because the Fusion costs now 429€ instead of 629€, with that voucher it would be 440€...
Also, chat support is unavailable to me most of the time.