11-22-2016 08:09 AM
So I got the Hero4 Silver camera. Plugged it in - nothing. Just a total dead unit. Battery charges fine in an external charger; the camear is just DOA.
I paid $80 for the CARE support, called in the camera situation last Friday November 18th. Gave my credit card info, was emailed a return label and told the new camera would go out on Friday with 2-day delivery because of my CARE account, and I had 30 days to return the broken camera.
I called on Sunday because I realized none of the emails I was sent had any kind of tracking info. The rep on the phone said he had nothing in his notes or on the account indicating anything had been shipped or with any tracking. He said perhaps it was too late for it to have gone out on Friday, and it would go out on Monday.
So now it's Tuesday and I have been on the phone with customer service for FORTY FIVE MINUTES. At first the guy tells me there's no record of the camera being shipped, but have I yet returned the broken one? I remind him that this isn't really relevant because I have 30 days to return it. Then after being on hold for awhile he says there's no record of the replacement having yet been mailed but that they are in contact with the warehouse and making it a top priority.
So, obviously I was miffed to say the least. I said no, this was not an acceptable resolution, and I needed to know *exactly* what was being done. I didn't pay extra for top tier service to be brushed off. So then he put me on hold for like 20 more minutes (I was told no supervisors were available to speak with.) Then he comes back and says he's "discovered the problem". That the original rep who attempted to help me "missed a vital step" and didn't take my credit card info.
I said NO, that is NOT the case, because not only was my info taken but a successful 1 cent charge was made to my account and I can see it there. (see attached image). He asks, would I mind providing the info again? I said absolutely yes I would mind, thank you very much.
At this point I've made it clear that GoPro needs to overnight a replacement at their own expense, and I've been told I will get a callback within 2 hours to confirm this.
I really don't mean to be a jerk, but I really wanted to have this camera to document the holiday. :(
11-23-2016 10:45 AM
Just replying to my own post at this point.
On the phone with a supervisor who is basically just giving me programmed, rote responses about how much they UNDERSTAND my frustration blah blah blah. The bottom line is that they screwed up and no one can explain why, or how, or offer an acceptable solution.
Their stance is that they have no way to communicate with the warehouse other than emails and if the warehouse doesn't get back to them, there's nothign they can do but keep emailing. The warehouse shows my replacement camera as "picked and packed" since the 18th, but no one knows why it hasn't been mailed or what the hell is going on.
Honestly I want to be done with it at this point, but I can't exchange it because litearlly no BJs Warehouse has the package that we bought in stock anymore so I can't exchange it. I've spent between 4-5 hours on the phone in the past couple of days just trying to get an answer that means anything, to no avail. I've put approximatey $400 into this product and service for this product.