GoPro
Reviews and Complaints

Hi,

I brought a brand new Go Pro 10 bundle from their website for my Kilimanjaro summit. And on my summit day, the battery froze and I couldn't take videos of my summit.

It literally spoiled my summit day, I contacted the customer service and their response was ridiculous.

It's not even 2 months since I bought the camera. I am a mountaineer I use it to cover my summits which is high altitudes.

Attaching my purchase receipt.

My credit card was charged for an automatic renewal of a subscription that I did not want. I did not know the subscription would automatically be renewed and charged to my credit card account. I went online and asked for the account to be credited back for the charge and it was refused. The online chat person said that the amount could not be refunded.

Complaint raised by hard copy letter (attached) to CEO, Nick Woodman on the 6th July, received at HQ on the 12th July as per tracking - no response. Digital copy sent to GoPro via their Feedback Complaints procedure on the 22nd July (screen capture)-no response!

MaxMod lens poor quality production results in unit being unable to locate correctly - impacting purchasers globally..

Letter details:
GoPro References: Max lens Mod case #: 0978603. Camera: [protected] RMA: 756774.

Dear Mr Woodman,

GoPro Hero 9 Black Max Lens Mod False Trade Description: Governance Failure

It with deep regret that I have had to write to you directly due to multiple failures from your Customer Care Team and product quality. I have been without by GoPro Hero 9 Black for 53 days!

I am Stoked
I am Stoked at your organizations abject failure in your Max Lens Mod production quality control.
I am Stoked at the lack of customer care quality control by your agents.
I am stoked by your organization incident investigation failures.
I am stoked with 14 years great products that have delivered "above and beyond" my expectations.

My Max Lens Mod failed to safely locate on my Hero 9 Black camera - it was 10 degrees ‘off the lock position.'

You Agent organised a replacement camera as this was a"known problem" with older cameras. My camera was purchased Dec 2020. The fault condition was still in the ‘ first replacement camera' that didn't work! Lens also returned for replacement. Advised Max Mod Lens on a 2 week ‘back order' and should be new stock.

Defective camera was ‘bouncing around the UPS Logistics System for 33 days - returned without a reason for shipping failure! At least 8 agents ‘tried to resolve' without success - including a Supervisor…

Lens and camera were reunited after 53 days - New Max Lens Mod still failed to fit the 2nd new camera. I used an Agent 's "work around solution" by purchasing a T4 screwdriver to dismantle lens and file with a nail file to securely locate lens - 57 days to get my GoPro operational! I was reluctant to do this previously as this would "breach my lens warranty." (https://community.gopro.com/t5/Mounts-Accessories/FIXED-Max-Lens-Mod-that-didn-t-wanted-to-fit-on-Hero9/td-p/927998)

Your organization knowingly knew that their was a production quality problem and you have failed to rectify it! How may customers and agents Globally have been impacted by this poor quality?

From a Loss Control perspective this must be significant. I have spoke to over 8 Agents, each for an hour at a time - each time explaining what the issue is. Over 8 hours - my charge out rate as a Consultant is £100/hour.. The cost of your Agents? A UPS ‘lost' camera? You are heading for a "Wipe Out!"

What does that say about your standard of Governance?

I am deeply concerned at your organisations exposure to statutory prosecution - within the UK
you are in breach of the UK Trade Description Act, 1918, S.3 False Trade Description in that your Max Lens Mod "should be of satisfactory quality and fit for purpose as described." On summary conviction be subject to penalty that includes a fine or imprisonment up to 2 years.

You are also in breach of the UK Consumer Rights Act 2015, S.10 "Goods to be fit for their particular purpose." Schedule 3 Enforcement includes and injunction regarding the sale of goods….

Please, please, "get your house in order". Your Global exposures?

Sharing from the heart,

Jim

Jim Bennett

Artikel wurde zurückgesendet per DPD [protected] und auch zugestellt am 28.1.21 kein Kontakt zum Kundenservive möglich, es gibt keine Widerrufsbelehrung, kein Widerufsformular, keine Rücksendeadresse keine AGB NICHTS ! vollkommen Rechtsfrei!

Link hier im Paypal kontakt ist verfügbar : "Epic fail. 404 page not found. Sometimes getting radical comes at a cost."

Seit 3 Monaten warte ich auf mein GELD !

die Bewertungen bei google und Trustpilot sprechen Bände ! ES GIBT KEINEN KUNDENSERVICE BEI GOPRO

Invoice CS-4281444
order MP-[protected]

I have send in my camera on the 2nd of November and go pro received on the 8th, per tracking number, it is 9th of December and no progress has been made to ship my order. Every time I contact support they say that they put in a request to the warehouse and still waiting for a response. I appears that warehouse has lost my trade in camera, but GoPro will not admit their mistake or ship me the camera.

Hi Go Pro Team

i have been using my Go Pro hero 5 Black for last two years.
i bought this from Camera.lk sri lanka ( probably your agent in sri lanka )
i have taken my camera all around the world under water and up on snowy mountains.
but yesterday i took it snorkeling with me but unfortunately this happened.
it absorbed some water and now it is giving high strong chemical smell and doesnt work.

please find attached pictures and videos of the camera current situation.

could you please tell me how to fix this and why this happens? This is my thrid go pro camera.

regards,
Chamara.

I brought a go pro for my sons birthday, he has only used it for 2 Ski trips and on his last trip to Yorkshire he was kayaking and noticed the screen was cracked after his trip . He had it on his chest and is not sure how it happened and did not bump it or anything. I am about disappointed as for the money I paid and the activities it boasts to be able to endure I thought it would be more durable and hardy than that.

Hi there, I bought a GoPro 7 Black at Incredible Connection at Fourways Mall in Johannesburg for my partner for our Honeymoon in Greece. We are currently in Paros. We used the GoPro 7 Black for the first time today. When we got to the beach trying to take few shots and video in the water the camera started indicating that there is no Sim Card and it shut off-it doesn't want to come back on now. When we opened the original casing and to check what is wrong when we opened the battery opening water came out. We used the camera in less than 1m depth. This is unacceptable when the advertising says it is waterproof up to 10m. All covers were properly shut. We wanted to record our honeymoon and our trip around Greece, now we won't be able to record anything and the camera is not working. Please provide details as soon as possible how we can have the camera replaced.
Marita Etsebeth
[protected]@yahoo.com

June 24th or around that time frame i ordered a Go Pro 7 under the upgrade program where i sent in a camera and fr a fee would be sent a Go Pro 7. i sent the camera, and the new one was to be sent. Around the middle of July we realized that the camera had not been received and Called Go Pro who said to check neighbors and with UPS as it had been de levered. Checked with UPS and was advised delivered and signed for by a "Smith" The address sent to is our Law Office and we do not have a "Smith", , , UPS was going to do a search and advised i talk to other offices near by and so on. we did and called Go Pro to advise was Told "Not To Worry" they wold check with the WAREHOUSE... Finally they started a claim and over the next period of time was told no less than 25 times "Not To Worry" I would be taken care of. several weeks go by and more phone calls! AND each call was "Not to worry, I would be taken care of " now moths later they said we delivered, and they will not do anything. I FEEL AS THOUGH this was a stall tactic to run the clock out on what would be done. At one point I was told they would get a replacement out but would take a week or so. Once again a clever way of stalling for time! Asked for a manager or supervisor, and each time told "You will be told the same as I am telling you" and would never patch me to a manager. (I guess they are UN-managed) Bottom line is worthless system, NO supervisors, NO resolution, MANY stalls, AND false promises! AS of this date I got the first e-mail concerning the matter which only says delivered, signed for by smith!.
1. We are a law office and no one can leave a package without ringing the bell to open the door and personally address the mail, package or need of who rings the bell.
2. No one by the name of Smith works for us or has worked at the office.
3. UPS driver questioned and we were told that the day in question was a substitute driver. Also that the SUB driver showed left with SMITH but not at the suite in question. Also that Go Pro needed to start claim. (Which was never done) AGAIN Go Pro stalled and told me 5 to 6 weeks later that they only had 10 days to file a claim! WHICH UPS said not true!
BOTTOM LINE, is a run-a-round, false hope, promise's to help, and NO SUPERVISORS. ALWAYS referring to WAREHOUSE FOR THE FIX OR SOLUTION, but not having a PHONE or CONTACT to converse with this warehouse in the sky! Now headed to file complaints with VISA, State consumer affairs and any agency that can stop the misleading useless BS of a run around UN-regulated business! My dare here is to a manager who has authority and common sense to call or contact me with a logical resolution.

Waiting over a week to receive info about GoPro returns policy. Ringing them is fruitless. They have no information to give. If you email, they send generic email asking to ring in or go on 'chat'. Chat line is always busy; impossible to get through to speak to someone. Have tried on several occasions. Most frustrating for consumer but seem intentional by GoPro! Dreadful company to deal with.

5 months have past and GoPro has not yet finalized my warranty for my Hero 7 Black ($400 camera) Everytime I call they tell me to wait, and they will contact me soon. They've shown complete neglegence and disreguard for my case and don't seem to care one bit about my service. I am subscribed to GoPro Plus AND my camera is still under warranty yet they basically have [censored]ed me over and seem to have abandoned my case. They've never contacted me once on their own.

Several times I've called and been given no information. I feel so disrespected and spit on by this company...

Hi,
I ordered a GoPro Hero 7 Black online and paid via PayPal on the 11th August 2019. After a few days I chased my order and was told they couldn't find my order. I was asked to take a screenshot of my payment and they would sort it out. I did whilst talking to the guy on the other end. He apologised for the delay and that I would get an email when the camera would be dispatched. A week later.. nothing I called again and cancelled the order. I was told I would get a refund but would take 10-15 days! Why? You have proof I paid. I need my money back. I can't afford to just give £379 away.

Please can you refund me ASAP. I have attached my paypal receipt.
Thank you,
Paula Bird

I placed an order for a Go Pro 7 and accessories back in July on GoPro.com. After placing my order, I was subsequently sold the monthly subscription, which I also bought. Received an order confirmation for both the hardware and the subscription from GoPro.

On the 29 July 2019, received an email from GoPro saying that GoPro had cancelled my order citing "issue".

29 Aug, I saw a charge on my credit card relating to the subscription service for GoPro and contacted customer service to query because I had no way of using the subscription if GoPro will not sell me the hardware (please note it was GoPro that cancelled my order) . The customer service agent informed me that I will be refunded.

30 August I received an email to tell me the refund cannot be processed as it had passed the date? and I had to contact customer service in order to get the refund process. I reached out to a Customer Service Agent named "Gee" who was frustratingly rude and annoying. In so many words this agent "Gee" told me

1. GoPro does not care if I can use the subscription or not even when GoPro was responsible for not selling me the hardware. What other reason would anyone buy your service subscription? To use with a DJI hardware?

2. It was my own damn fault for not monitoring the subscription. I did not stop the purchase, Go Pro stopped my order but did not think it was appropriate to cancel the subscription. Charging for a service that a customer cannot use is akin to theft.

3. Gee told me Customer Service, Sale, Order support and Subscription are not related? Really? Not all part of the same company? so the fact that my Order was cancelled had nothing to do with subscription charging for a service I cannot use because your Order department stopped me from buying the equipment to use the service. Where do you get staff with this kind of logic?

Is this is your company's practice? to take money for services you do not rendered?

Do you tell your customers about this shoddy business practice of yours?

I write from One Tribe TV, a TV production company from Wales. We're a UK production company with prime time television credits, with many current commissions for UK TV. We are keen users of GoPros but are disappointed with the GoPro 7 on this instance, .

We are presently producing a series for the BBC Wales about vegan cookery. We recently purchased a GoPro 7 from the SLR Hut website on 6th August. This camera was fixed on a helmet as we were filming our presenter in a "one off" situation where he played Ice Hockey with the Cardiff Devils team.

The camera was securely fixed and all checks were made before filming. Unfortunately after (what we thought) was a brilliant shoot, we found that the camera had frozen about 10" after we started filming. We do not know why this happened. Also, the camera had to be fully removed with the battery re installed before the camera was re-started.

Unfortunately we lost the required shots also we are at a financial loss and cannot re-take the required shot.

I'd be grateful for your views on this error

I ordered a go pro hero 7 black for a holiday to Rome. The package arrived 4 days later but the box was empty despite being sealed. I contacted go pro on the phone the same day and was promised quick action. A month later and after exchanging several phone calls i was promised my refund was in the process to me. i called up last week to chase the refund only to be told they were still investigating and the call centre could do nothing but told be to be patient. still nothing so no i am applying to the trading standards to try and achieve a refund this way

Synopsis of events; Dates will be scheduled should this dispute escalate to formal Civil proceedings:
Case No [protected]
Contacted GoPro regarding issues with camera; freezing; set date & time every time camera switched on.
GoPro said there was issues with the software and I would be required to download new software. To do this I would need to purchase a separate cable (not included within GoPro pack)
I could not carry out the required operation as per your email instruction; I employed someone to carry out on my behalf; £20; they followed instructions; camera still did not function correctly; same issues as previously
GoPro said I should return camera; new camera would be sent to me; received postage label to return camera.
Sent camera back to GoPro; postage cost £16
Camera returned to GoPro 12/06/19; received by GoPro 14/06/19 (tracking info)
GoPro said replacement camera had not been sent as GoPro were experiencing 'technical difficulties.
I told GoPro that I had no confidence in them so wanted a refund of purchase price. GoPro said they would get back to me within 24-48hours with an update. GoPro did not get back to me.
GoPro put phone down on me
GoPro said replacement camera was in warehouse awaiting collection by UPS; GoPro said camera had been in warehouse awaiting collection for 7 (seven)days.
GoPro said that I could not have a refund of purchase price
I told GoPro that I was totally dissatisfied with service and would be seeking legal advice regarding redemption of my total financial outlay.
For your information: at time of writing:
No of days since intial contact with GoPro 51
No of days returned camera in GoPro possession 26

After you buy the expensive camera, the service is bad. There is no refunds even after you return the product. Everything the website says about returns is a big fat lie. They have currently stolen my money even after I returned the camera in the same condition that they sent it to me in. I paid £379 for this. All this money went in the bin and I don't even have a camera to show for it. I would not recommend buying from a company like this.

I have shopped online with many online retailers and have not had this kind of problem. When I returned the product, my money was returned to me in 3-5 working days. It has now been 2 months and this company keeps lying they will refund my money and they have not and doesn't seem like they will.

On 10/19 I placed an order for a gopro accessory around 8 pm, after placing the order #NA01546456 I realized two things, I don't need the product and I am going on a trip and will not arrive in time. The customer service was already closed and on their website it indicated cancellations have to be called in. Next morning I called at 7:00 AM their starting time to cancel the order, I was put on hold for about 4 minutes and the person (Shake) told me sorry it was too late to cancel. I explained that I was not able to cancel any earlier due to their limitations and that I had order other items and it always took days for the order to go out. I got frustrated and asked for her supervisor multiple times to what I was told that their was no need she understood my aggravation as I requested the cancellation timely. She would take care of it and no need for a supervisor.

I also explained that I would be out of the country and will not be able to accept the package.

Today on 10/22 two days after I requested to cancel the order I receive an e-mail that my order has been shipped out. What? the customer service is pathetic here, it should be noted that they advertise their shipments as two days, what they fail to mention its two days of actual shipping once that place it in the fex ex package which is two days after the order. My actual gopro camera that I order was supposed to be two days shipping but it took 4 days to get it to shipping and then two more days, total of 6 days. Misrepresentation.

Worst company in the world!
I bought a broken camera from gopro (brand new on apple store).
The camera is total [censored]. I asked for a replacement, but gopro sent me used and broken cameras. I am calling every day to gopro and each call takes minimum 1 hour. Unfortunately, they won't give me a new camera. The only thing they offer is another used camera. The customer service offered me a voucher for 100 dollars to buy another camera. But my camera is still under warranty. Why would I buy another [censored] like this if they don't support their customers?
Dont wast your money. Never buy this [censored]!
Buy your camera on wish and pay 50 dollars. At least they replace it with no questions if you need.

Ive been waiting almoost 15 days for my replacement gopro hero 6, costumer service does not know where my camera is i have wasted alot of time calling them regarding my replacement they keep on saying it will be shipped soon and nothing ships its a scam a fraud. Plus costumer service they don't even know what there doing. Please dont buy any go pro product warranty is horrible i wont buy anything from this company and recommend ppl not to buy.