11-26-2019 11:03 PM
@aragon1006 Your customer support is dreadful and to get in touch via your dreadful customer support will get us nowhere. Have things changed? I agree with @taxino8. This need escalating up and past customer support.
I've put the CEOs name here ( Mr Nicholas Woodman ) so that if anyone googles him, they may see this.
11-26-2019 11:27 PM
Thanks @mattb112 . It's worth a try. Perhaps GoPro CEO Mr Nicholas Woodman will see how many customers are angry at the poor customer services. This thread is now getting big. But you are right in that he probably doesn't care.
11-27-2019 01:56 AM
11-28-2019 07:01 AM
Je suis adhérent GoPro PLUS. Le 08/11, j'ai acheté GoPro Jaws sur le site, que j'aurais du payer moitier prix grance à Plus (tarif inscrit sur le site connecté Plus : 32,49€)
Il m'a été facturé 64,99€.
Le 18/11 à 11h30, j'ai attendu 30mn pour que quelqu'un me réponde au support, et me dise :"Je vais demander un remboursement, vous allez recevoir un mail".
Le 28/11, je n'ai reçu ni mail, ni remboursement, ni n° de dossier !
Je voudrais que quelqu'un prenne mon dossier en compte car nous sommes sur un non respect des conditions générales de vente.
Pour ma part je n'ai rien contre GoPro, tout s'est toujours bien passé, j'espère que ça va continuer, autrement ce serait vraiment dommage que la mauvaise expérience se généralise !
11-30-2019 08:40 AM
So @aragon1006 are you doing anything about this or just keeping your head down and hoping the complaints will stop as I see you’re still actively posting on other threads but not on this one?
12-01-2019 08:20 AM
I'm in the same boat... Here's my latest experience with them.
( 1s ) Gerone Mae: My name is Gerone Mae. How can I help you?
( 16s ) Visitor: order *********
( 36s ) Visitor: sorry case #********
( 50s ) Gerone Mae: Hello thanks for providing the case number
( 56s ) Visitor: Placed on 10/20
( 56s ) Gerone Mae: Let me go ahead and check it
( 1m 56s ) Gerone Mae: Upon checking here, it is the case in which you're requesting for a sticker
( 2m 18s ) Gerone Mae: Oh, sorry my mistake
( 2m 37s ) Gerone Mae: I would like to know the order number of the camera
( 2m 54s ) Gerone Mae: Please provide the order number for me to check it here on our end
( 3m 15s ) Visitor: ************
( 3m 24s ) Gerone Mae: Gotcha, let me go ahead and check that
( 4m 10s ) Visitor: Do you not keep a record of these cases? iI have to provide you with all the information every time i talk with you.
( 4m 24s ) Gerone Mae: We actually have a record as we just wanted to make sure that we're looking on the correct one. That is your prerogative if you're not satisfied with our service as we respect that
( 4m 34s ) Gerone Mae: Now, please hold on while I check your order number
( 7m 36s ) Gerone Mae: Thanks for holding, Andrea. Upon checking here, the warehouse team notified us that the order is still checking in our warehouse and they will keep us posted about this regarding to the status of the order on when will it be shipped
( 8m 4s ) Visitor: First off my name is not Andrea...
( 8m 31s ) Gerone Mae: Sorry about that, *****.
( 8m 57s ) Gerone Mae: That name is actually from my colleague who reached out with the team
( 9m 54s ) Visitor: Second, that is unacceptable. You have told me the exact same thing for weeks now. I've tried chatting. Phoning. Emailing. I want a Number of a supervisor hat i can call and get this settled.
( 10m 34s ) Visitor: You have my trade up. My property. Your company at this point has stolen my property...
( 10m 34s ) Gerone Mae: I do understand that you needed the camera. We do want to help you out as best as we can however, we only have a limited resources in which our team from another department is the one who is handling tradeup orders
( 10m 45s ) Gerone Mae: That being said, we are also waiting for an update from our team.
( 11m 43s ) Visitor: NO, You've been waiting for an update for weeks. I need a supervisor's Number.
( 12m 28s ) Visitor: I would like to speak to someone in the United States.
( 12m 34s ) Gerone Mae: You can call our support to be transferred to our Supervisor. However, just to set your expectation, they do not have a resources to check the tradeup order as it is our warehouse team from another department that handles tradeup orders.
( 13m 33s ) Visitor: Unacceptable. You are customer service. Find me a number.
( 14m 5s ) Gerone Mae: Again, as much as we wanted to get this settled right now, we do not have any resources or access to check our warehouse as we have a specific department who handles that, What we can only provide you is the information they will notify us.,
( 15m 4s ) Visitor: This is completely unacceptable.
( 15m 44s ) Gerone Mae: I do understand that this is frustrating for you. However, what we can only provide is the information were seeing here on our end and notify our team about this
( 16m 15s ) Gerone Mae: You can call our support here if you would like to speak for a supervisor: 1 800-272-7281
( 16m 19s ) Visitor: If you refuse to give me a number of a supervisor then give me an email of one.
( 16m 23s ) Gerone Mae: Again, I have set your expectation
( 16m 32s ) Gerone Mae: I have provided the number
( 17m 12s ) Visitor: What do you mean "set my expectation"?
( 17m 55s ) Gerone Mae: I have set your expectation that even though you can speak to our Supervisor, they do not have the visibility to access the status of the TradeUp order as they will also reach out to our team for an update.
( 19m 55s ) Visitor: No i expect your company to uphold its end of our deal and it seems to refuse to do so.
( 20m 44s ) Gerone Mae: Again, this is something that we also reach out to our team to check for an update of the order. We do understand that this is frustrating for you. However, we are also waiting for an update
( 21m 53s ) Visitor: How long does your "team" typically wait for responses?
( 22m 17s ) Visitor: What happens when you don't get a response?
( 23m 1s ) Gerone Mae: Usually our team responds within a business days or so depending on the number cases they are handling. However, they still keep us posted about the progress
( 23m 22s ) Gerone Mae: If we do not get any response, we send them a notification about the case,.
( 25m 38s ) Visitor: So, you haven't received a response on my case is weeks. I've been told that you have notified them about my case a few times... Obviously no response to the notifications. What do you do in this case?
( 26m 23s ) Gerone Mae: Yes, that is true, we are keep on notifying our team about your case on a daily basis. They are still responding to our case that this case is still able to update us that it is still being check in the warehouse.
( 27m 5s ) Visitor: So basically nothing happens...
( 28m 48s ) Gerone Mae: There is of course, our team is actually keeping us updated about the case. I do understand that you need the camera and we do not have any objection to your responses. Rest assured that the camera will shp out soon
( 29m 59s ) Visitor: Have a good day.
( 30m 18s ) Gerone Mae: Thanks for chatting with us and please be safe! If you wouldn't mind, please stay connected for a one question survey.