Ask a Question
GoPro Support Hub Ask a question. Share an answer. Find a solution. Stay stoked.
Announcements
Is your GoPro gear up to date? Check to see if it is on our Update page.
Subscribe to GoPro
Reply
Tourist
Posts: 6

Getting the runaround from support

[ New ]

Bought a hero 9 black as an upgrade, it had a faulty front screen, got an RMA from support, heard nothing at all. Contacted support, they'll get back in 48 hours. The update was no update. Contacted them again, they'll get back in 24 hours with an update. No way to escalte the issue, no way to get in further contact (ring backs are just being refused). Absolutley applaing customer support, no attempt to resolve the issue, just meaningless updates (that don't update the information). How do I contact customer support management to escalate this issue ?


Accepted Solutions
GoPro
Posts: 30,743

Re: Getting the runaround from support

[ New ]

Hello @anamuk

 

Sorry if this is taking longer than usual.

We see that the case has been updated and an email containing the tracking number has been sent.

You may check the status at https://www.ups.com/track
The tracking details may still not be updated on the UPS website.

You may check the UPS tracking website again within the next 24 to 48 hours for the delivery details.

Should you have further concerns regarding your order, please reach out to Support at https://gopro.com/help/ContactUs

 

Thanks!

Ej

View solution in original post


All Replies
GoPro
Posts: 21,084

Re: Getting the runaround from support

[ New ]

Sorry to hear about the delay in getting your replacement camera, @anamuk. The team handling your case has already raised the matter with the Orders team and will update you as soon as they hear back from the warehouse. Once your returned item is registered in the system, the replacement order will then be shipped out. It would be best directly should you have concerns and questions. Thanks!

Tourist
Posts: 6

Re: Getting the runaround from support

[ New ]
if only it was possible to contact them directly, but its not, you are reliant on getting a call back or an email from a no-reply address
Tourist
Posts: 6

Re: Getting the runaround from support

[ New ]

Still nothing form support and the supposed no quibble camera replacement. I get the strong impression go pro would be a lot happier without customers 

GoPro
Posts: 30,743

Re: Getting the runaround from support

[ New ]

Hi @anamuk

 

We see that Support has tried to reach out a couple of times but was not able to get through.

Can you please try logging another request or initiate a chat session?

Make that you are not blocking cookies and have your pop-up blocker disabled.

Please keep your lines open and make sure that there are no settings on your phone that would prevent it from receiving calls especially from unknown or toll-free numbers.

 

Take note of the case number for reference.

 

Thanks!

Ej

 

Tourist
Posts: 6

Re: Getting the runaround from support

[ New ]

Seriously ? Thats where you are going with this, you have 2 numbers both with voice mail and caller notification and a whitelisted email address, none of which show any failed attempts at communication from you. It would be a lot easier and more customer friendly if there was a direct way of contacting support. It just further reenforces the idea that ypu'd prefer to hide from the customer.

Tourist
Posts: 6

Re: Getting the runaround from support

[ New ]

Case in point, requested call back as the promised update unsuprisingly did not happen. Phone rang for approximately 1 second before terminated by GO Pro, ring back and get a recorded message saying to go to the website to request a call. Absolutely shambolic.

 

GoPro
Posts: 30,743

Re: Getting the runaround from support

[ New ]

Hi @anamuk

 

We have sent a follow-up to the team handling your case.

They will be reaching out to you soon.

 

Thanks!

Ej

Tourist
Posts: 6

Re: Getting the runaround from support

[ New ]

Of course they did not reach out. I had to try and contact you again. This time I was told the camera had been dispatch, but hten returned to the warehouse. Is there anyone in support that doesn't lie to the customer ? How do customers escalte issues ? 

GoPro
Posts: 30,743

Re: Getting the runaround from support

[ New ]

Hello @anamuk

 

Sorry if this is taking longer than usual.

We see that the case has been updated and an email containing the tracking number has been sent.

You may check the status at https://www.ups.com/track
The tracking details may still not be updated on the UPS website.

You may check the UPS tracking website again within the next 24 to 48 hours for the delivery details.

Should you have further concerns regarding your order, please reach out to Support at https://gopro.com/help/ContactUs

 

Thanks!

Ej