07-28-2016 12:26 PM
For those on this forum and customers of GoPro. They will not honor their product in terms of claiming its an outdoor extreme sport camera, yet when an obviuos defect results in loss, they deflect blame on other issues instead of honoring the basics of their product.
My 13yr old daughter was tubing with a float stick. When making a turn the camera literally snapped off the mount, not from the float stick, but from the actual tabs on the camera. It sunk to the bottom of the lake, not only losing the camera, but all the photos and video she had taken. Obviously very upset by what happened and somewhat ruining her vacation, and losing an expensive gift by no fault of hers, I contacted gopro. It seemed obvious as I sent them pictures showing the broken tabs still attached to the mount, that there is a defect on the mounts. Their response, we cannot honor the warranty because there is no proof it was connected properly. Please return the camera if there is a problem. HELLO its at the bottom of the lake, some extreme outdoor camera that a child can break it just holding it. The second attempt I got offered 40 bucks of a new one. WOW, such amazing customer service and backing of your product.
Its no wonder your stock price is down 80% in a year. The amount of complaints about your products is astounding. The only thing i will say is your rep was courteus in telling me that you wont honor the integrity of your products.
It is a real shame this happened. She lost one of her favorite things because of your product defect.
Thanks again for not doing the right thing
08-08-2016 02:34 PM
Had my gopro 4black 8months with the 200GB disk. Have purchase many of the add ons. One of the gopro add ons was the gopro water float handle for water sports. My three girs and i were boating last weekend on vacation and the housing that connects to the float handle broke and we lost our gopro in the water with no chance of recovery. I saved for 6 months so i could buy my Girls the gopro for christmass. The cried for about an hour and then asked my wife if we could go home. It was really painful to see my girls so dejected. Our entire vacation was on that gopro. I still have the receipt and the box and the broken piece. I feel that should never have happened.
Is there anyway to get it replaced? We cant afford another one, its really sad becasue that gopro was really sweet, the girls used it all the time any where went they would bring it along. A super great product, with endless thing to create.
08-09-2016 04:37 PM
08-14-2016 06:20 PM
Eric G - i see a lot of your responses to questions of this nature. i myself have had two cases break in under a year right at the tabs....you offer excuses like you don't want people injured or impact may cause failure....but i'm pretty sure this product is marketed to extreme athletes....more so, a lot of the activities where this case breaks are not extreme! i hardly consider my 10 and 12 year old jumping into a pool extreme....and this has resulted in failure twice.....by the way, i just ordered a new case, cause i love the camera...but the case stinks, needs to be re-engineered, especially when we're paying $50 a pop! (or maybe that's just one of your better revenue plans)