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Tourist
Posts: 5

Worst Customer Support Ever / HERO5 Black Problem

I cannot understand how a company of gopro's standing have such terrible support.

 

1) You wait for hours to talk to someone

2) The last 2 people I spoke to (this is no fault of thiers) did not have a sufficient levelt of English which meant they could not help solve basic issues. 

3) In both instances I asked to speak to a manager. Both times I was told their managers were in meetings. Amazing eveyone's managers are in meetings !!!!!! I had to push and push and push and then wait and wait to talk to a manager. On hold right now...again

 

Still unresolved issues with a Hero 5 that refuses to download recent videos to Quik or upgrade latest software. Everytime I log in I am being asked to upgrade only to be told after 5 minutes.... "could not complete please contact customer support". Round and round I go.

 

 Will never buy another product from Gopro ever again. Was thinking about getting the drone. Will look elsewhere now.  Not getting another cent out of me.

 

Terrible Terrible Terrible . Worst ever. 

Tourist
Posts: 16

Re: Worst Customer Support Ever / HERO5 Black Problem

You actually talked to someone? That's a miricle. I was told my phone wait time was 13 hours.

 

I'd talk to your credit card company and see if you can get a charge back. I know I'm going to do the same.

Tourist
Posts: 5

Re: Worst Customer Support Ever / HERO5 Black Problem

Little update on the terrible company and service that is Gopro. I finally actually spoke to a manager (Leo), who  after 45 minutes on the phone stated he had no idea what to do, that he would talk to a senior colleugue and that he promised / gave me his 100% gaurantee he would call me back same day before close of business (East coast time) with an update. 

 

Its 6:41PM  and guess what... NO LEO, NO SOLUTION and still NO CUSTOMER SERVICE. 

 

You think a company is bad and they still manage to surpise you by being worse than you thought possible.

 

Great job Leo / Gopro - Still living up to expectations and fighting the good fight to retain the title of  " Worst customer service company in the world" Top Job.

 

p.s

A new measure for how long a company keeps you on hold..... Films watched. I have sat waiting and watched d the whole of  Pirates of the Caribbean: The Curse of the Black Pearl. NEARLY 2:30 HOURS. 

 

Can anyone beat this with a longer film :)

Tourist
Posts: 5

Re: Worst Customer Support Ever / HERO5 Black Problem

Further Update .  

 

I was called back extremely late in the eveing yesterday. I was amazed. The only problem being Gopro called when they wanted and not when I had the camera wiht me and at agreed time. It was agreed support would call me today at 09:00am EST when I would ensure to have Hero to hand etc. 

 

Guess what...... Thats right... NO CALL. I am now on hold yet again waiting to talk to someone.

 

Anyone who wants to buy a GoPro... DON'T.   If you have an issues, you will never get it resolved. 

 

GoPro are still maintaing the worst customer service title in the world.

 

Tourist
Posts: 6

Re: Worst Customer Support Ever / HERO5 Black Problem

I agree with this...i have been constantly trying the online chat for hours on mulitple days and cannot connect to anyone.  I can never reach anyone on the phone.

 

I have an issue with water damage manufacturer fault.  How can i resolve this if i cant contact your support Gopro???

 

Very frustrating.

Tourist
Posts: 5

Re: Worst Customer Support Ever / HERO5 Black Problem

Sorry to say wiht GoPro there is no solution. Uless you go linkedin / google find  managers names and emals and and contact directly. I am about to hit up the lot of them with a compliant email detailling everything. This company really is the worst and its obvious they do not care about customers. They should  take a leaf out of Apples playbook. 

 

GoPro even sent me an email High-5 for my posts saying they suck. Really shows the lack of systems / management / dilligence. 

Tourist
Posts: 5

Re: Worst Customer Support Ever / HERO5 Black Problem

 My Daily update... GOPRO promised to call me today at 10:00am with a tech specialist. I even asked them to pick a a time so I would fit around their schdule.

 

Guess what everyone..... its 10:15am and NO ONE HAS CALLED. 

 

This is the 3rd time in 3 days they have said they would call at a specific time and have not

 

GoPro you really are the worst company ever.

Tourist
Posts: 2

Re: Worst Customer Support Ever / HERO5 Black Problem

I waited for 45 minutes to talk to someone and never got to actually speak to anyone.  The largest action camera retailer in the world has terrible support for thier customers.  never buying their products again.