10-07-2020 04:44 AM
So my journey of pain started when I bought GoPro Hero 9 on 17th September 2020. One biggest reason to buy Hero 9 is Express Service which states that I will get my GoPro Hero 9 in 2-3 days, little did I know that is not correct. So I waited for 3 days(working day) and checked my order status on GoPro's website which showed me that shipping is still pending. So I tried to visit GoPro's contact us page(https://gopro.com/help/ContactUs) where I filled in the form and clicked on "Contact Us" button. I was given two option - receive a call back or start a chat. As I wanted to sort out the issue faster, I went for "Receive a call back". It was afternoon, and I was told that waiting time is around 10 minutes which was fine by me. I waited for more than 2-3 hours and didn't receive a call at all. I tried to fill the customer care form again but this time I was told that there is a request already logged in and I need to wait for the call. So I waited till the end of the next day and I did get quite a bit frustrated. I again went to Contact Us page and this time I went for "Chat" instead of call which was as useless as not receiving a call. But anyway I gave up and waited for almost 1 more week to get my Hero 9 which I received around 30th September 2020 and in the meantime I missed my hiking trip where I wanted to take Hero 9 with me.
Anyway, I got my Hero 9 and it was all good.
Initially when I bought Hero 9, I didn't buy HERO9 Black Dual Battery Charger + Spare Battery as it was Out of Stock, so I bought Hero 9 with GoPro Subscription so that I can get discount on dual battery charger plus other accessories that I want to buy when they're available. Today, 7th October 2020 HERO9 Black Dual Battery Charger + Spare Battery become available on New Zealand website and I straight away added those to the cart with a spare battery plus a 3 way. So once I went to the checkout page the following message was shown:
We apologize for the inconvenience, but due to IATA shipping regulations we cannot ship battery products to your destination unless you have a device (camera or drone) in your cart. If you do have a device (camera or drone) in your cart please reduce the total number of batteries to two (2) to proceed.
Again I tried to contact the customer care through Receive a call back(request number 08407021) but didn't receive a call at all, and I was told I will get a call back in 5-10 minutes. Such a Shame GoPro!
Now my issue is if I buy a camera than only I can buy batteries with it but if I buy the batteries alone it goes against some shipping regulations. As you know I have already bought Hero 9 and the batteries were unavailable when I purchased Hero 9, how will I be able to buy batteries now, so I can make a tiny good use of my GoPro Subscription. Wish I was told/suggest that I should buy spare batteries and dual charger with my GoPro Hero 9 to avoid issues with IATA shipping regulation when I bought my GoPro Hero 9, I would have been a very happy person and for sure I would have bought all Hero 9 with all the accessories together. But due to GoPro's fault it didn't happen.
I am honestly very disappointed that I bought a GoPro product. After all the pain I have gone through plus few trips that I missed because I didn't get my Hero 9 on time has caused more anguish in me that I will not buy any more GoPro's action camera in the future and definitely won't recommend it to anyone else.
Order number: MU-00555914
Shipping: UPS TN# 1Z048WR00475708632.
Thank you for all the trouble, I hope you do put more effort in making your customer service better.
10-07-2020 05:47 PM
Most simple fix is allow oos items to go on backorder. So you can get the battery even if it's out of stock on time of order
10-07-2020 07:21 PM
I do agree that GoPro won't be able to send me batteries due to the law but my question is why they can't inform customers that if you buy a new GoPro camera or drone buy spare batteries with it because later on they won't be able to order batteries alone. I haven't met a single person so far who bought an action camera without spare batteries.
I would love to wait a bit more and get everything all together if GoPro had informed me about IATA regulations when i bought Hero 9. Now I have a GoPro subscription which I will definitely won't use(I have unlimited storage with Google)
Yes it will be awesome if I can backorder batteries when i bought hero 9 but it is too late now.
All I want for other people to know, if you buy Hero 9 with GoPro subscription thinking you'll utilise this subscription purchase batteries when available, please wait and order everything together.