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Hiker
Posts: 14

Re: Where's the customer service???

[ New ]

FWIW, I had popup enabled for the gopro website but not the chat pop up - that was fustrating but once I allowed them I got through and was no. 1 inline!  The process took the best part of an hour to sort through so I can understand why the times are long.

I feel your pain though as it took almost 2 weeks for me to get this sorted.

 

Having said that - now that things have been dealt with I am happy with the result and the service I (finally) got was excellent.

 

I think that they are getting quicker as the last callback request I asked for came the next day - I missed the call though and that would have had me requesting another, arrgggh - but the chat worked.

Tourist
Posts: 4

Re: Where's the customer service???

[ New ]

Hi, I have been trying since 28th November to reach someone from Customer Services. I have tried the call back system, feedback form, survey form, contact form, live chat and even Twitter. 

 

On 27th Nov I purchased the hero 9 bundle online, it just arrived today. On the 28th Nov I was charged again, on top of the bundle price, for the annual subscription. It came through on a separate invoice charged to my PayPal. I'd like to get this refunded please, and can send the transaction receipts for proof of purchase.

 

Please contact me as soon as possible. My order number is MU-00675918. My contact information is in the system as I am subscribed and my order did arrive. I don't want to put the screen shots or attachments in this chat room. Please email me for the evidence you require to make this happen.


Regards
Pascale

GoPro
Posts: 24,299

Re: Where's the customer service???

[ New ]

Hi @pascaleh6

 

The subscription and the camera may appear as two separate charges but should still amount to the promo price.
It is best if you can share a screenshot of the charges with our Support Team.

 

You may submit a request for a callback or initiate a chat session through https://gopro.com/help/ContactUs

Should you encounter any issue scheduling a callback or a live chat, please ensure that you are not blocking cookies and have your pop-up blocker disabled.

 

Thanks!

Ej
 

Tourist
Posts: 4

Re: Where's the customer service???

[ New ]

See attached. First is what was emailed as purchased, i.e. the original invoice with the payment owing for the bundle plus accessories - note it says here the subscription was free and total charges would be $701.19.

 

Next attachment to come shows the actual charges on my credit card, amounting to $781.17, that is, with the additional $79.99 for the annual subscription.

Screen Shot 2020-12-09 at 10.40.36 AM.png
Tourist
Posts: 4

Re: Where's the customer service???

[ New ]

Attachment 2. Note the exrtra charge happened the day after I purchased the bundle.

Screen Shot 2020-12-09 at 10.37.13 AM.png
Tourist
Posts: 4

Re: Where's the customer service???

[ New ]

Hi Ej,

 

If you see in my two earlier threads, I sent the screen shots as requested, and this was 2 weeks ago - I have received no response from you, nor any members of the GoPro team. Would you please put someone onto it? It's clear by these totals that I have been charged over and above what I was meant to.

 

Thank you, and happy holidays.

GoPro
Posts: 24,299

Re: Where's the customer service???

[ New ]

Hi @pascaleh6

 

Order-related concerns are best handled by our Support Team.

We do not see any call back requests logged under the email address on your Hub profile.

Please submit a request for a callback or initiate a chat session through https://gopro.com/help/ContactUs

Take note of the case number for reference.

 

Thanks!

Ej