GoPro
Reviews and Complaints

GoPro promises free 2 day shipping for most items on their website. I ordered two items two days ago but the FEDEX tracking says they won't be here until the end of the week. I have spent about 6 hours the past two days attempting to call and chat with customer service (they're your only two options unfortunately) but can't reach anyone. The chat just says "all agents are helping other customer", so then you have to reload page and resubmit a page of info, just to be told the same thing repeatedly, for hours! So I call instead. The first time I was told by a recording that they were experiencing high call volume, and then I was again hung up on. So I tried again, only to wait on hold listening to music for two hours before I hung up. I have been a customer for about 4 days and spent about $600 on GoPro products. I think it is safe to say I will be returning everything. I checked other reviews to GoPro customer service and they seem to be the same thing over and over and over again. Billion dollar company treating customers like crap.

Hello sir, i bought my hero 5 at australia and i use it with properly.

I use it on water activity, and before doing the activity.I make sure all side door and door was close tightly.After finish that activity, i checked on my gopro, i can't connect with wifi on it.just have a blue signal and wifi signal at gopro.but the wifi not connected well.when turn off the gopro, its take a time to turn off even the sound heard 3 times.please help me, im lost many money to buy it.but i can't use with phone.i hope you can help me to solve this problem.im already update the version also update capture at the phone, but the problem still not solve.

Incident Date: April 7th 2017
Client Number [protected]

I am still waiting for a shipping label to return my faulty camera yet again as per GoPro promise.

I have written a number of emails to GoPro customer service asking for a response and I still have not received any communication to advise me on the status of the return. It has been over 10 days and they are still not responding to me.

I have attempted to use the 'Chat' service advertised your website - closed or no agent on line. I am now on the phone for over 30mins and still no agent is picking up.

Based on experiencing two faulty products, extremely poor customer service, Apps that do not do what they are advertised to do (simply open and work) I am bitterly disappointed with GoPro.

I have sent you my HERO 4 Silver that I paid shipping costs.

I have paid for a new camera and I'm waiting for a shipping label.

As a minimum I'm waiting for a response out of pure common courtesy and yet I've received nothing.

As a result I feel I am left with no choice but to request a full refund of my money including my hero 4 silver GoPro.

Hi Rob,

Please send the CAMERA ONLY (no housing or other accessories) to the following address for review, and we will repair or replace it under warranty if the unit is defective. ***Please note, we can not be held liable for the return of any items not listed on the RMA document.

YOU MUST REFERENCE RMA# RMA-287519

PLEASE INCLUDE A COPY OF THE COMPLETE RMA DOCUMENT THAT HAS BEEN SENT IN A SEPARATE EMAIL, TO ENSURE YOUR PACKAGE WILL BE PROCESSED IN A TIMELY MANNER.

CEVA Logistics

Attn: GoPro c/o Logistics Department
RMA#: RMA-287519
1880 Matheson Blvd.
E. Mississauga, ON L4W5N4
Canada

We are sorry about the inconvenience, but we will get a working camera back to you soon! Please respond directly to this email here, rather than to the message containing the RMA form, should you have any questions or concerns.

Please keep the camera with you for a while until we get a shipping label for you.

Many Thanks,

Katelyn R.
GoPro Support
http://gopro.com/help

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Hello,

I’ve still not received as response from your customer service regarding my faulty camera and I am still waiting for a shipping label.

I also do not wish to have a repaired/reconditioned unit sent back to me and as such I would simply like refund.

My faith in GoPro services and products has diminished completely.

Please do kindly respond to me by tomorrow or this will become a litigation matter.

Regards

Rob Gamache

Customer support has not responded and this case has been ongoing since April 7th (last correspondence)

I would appreciate a response tomorrow Friday April 21, 2017 thank you.

Rob Gamache

Hello

I’ve been attempting to get hold of your customer service department for a number of weeks.

The 24/7 on-line chat service you advertise on your website states you are either closed or no agent is on line. This has been the case since yesterday evening.

I am currently waiting on the phone for a representative to answer. So far I’ve been on the phone for over 25mins.

Please can someone respond back to me.

Rob

Hi Rob,

Good day. Thanks for contacting GoPro Support. I appreciate your time and I'm really happy that I was the one who help you place the order.

Just to follow up with the call, here is the Sales Order number: SO-2284605. I'm glad we were able to help. Soon you'll be receiving a survey and we's really appreciate if you could take a minute to fill it out. If you have any questions or concerns aside from what is stated initially, please feel free to include it in your reply to this email.

We are excited to imagine you capturing your best moments in life again. If you will need further assistance or you come across with any questions, please to let us know and we are always ready to help.

Have an awesome and safe day!

All the best,

Meryxcel C.
GoPro Support
www.gopro.com/help

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Hey Rye,

Received the camera.

OMG there are so many things not working its beyond belief.

I’ve written to support with my findings. Here is a list:

Downloaded Quik tomato sure the new camera was compatible and updated could be loaded.

wI set up a user account -
The email verification didn’t work
The link to Facebook didn’t work

I selected the updated GoPro camera options - 827 days off
After some time the error message came up, unable to load

Emailed GoPro support
The hyper link to tell you where the serial number is….didnt work.

The camera is now stuck trying to download 1/2 files

Unable to switch off or do anything with it….its stuck, frozen.

After what happened to my GopRO 4 silver and now experiencing the same and more issues with the new camera; I think Go Pro and I are over.

How can I send back please for a refund.

Thanks

Rob

Hi Rob,

Good day. Thank for getting back to me. I appreciate your time.

Upon checking the cases under your name, it looks like one of my colleague is already trying to help you with you case. With that being said, I wanted to apologize for the inconvenience that experience with regard to the camera.

No worries, we are fully aware of the problem and I wanted to thank you for letting us know about the issues that you are getting. If you have any questions or concerns aside from what is stated initially, please feel free to include it in your reply to this email.

Many Thanks,

Meryxcel C.
GoPro Support
www.gopro.com/support

Hi Ry,

I’m not heard back from GoPro Customer Service and have sent two reminder emails.

Im bitterly disappointed.

Perhaps you can assist in this matter as it would seem someone has dropped the ball either by accident or intentionally.

Regards

Rob

Hi I'm writing to complain about your go pro 5. Me and my partner booked a holiday of a lifetime for us anyway to the Caribbean 2 week cruise for Christmas and new year. Which we will never be able to go back again. So i thought i would buy a camera for this very special trip. I could of bought any top make, but like a fool i trusted your company. I did a lot of research and read a lot of reviews and as i love swimming. Normally in the red sea. I thought this would be the camera for me. I paid hell of a lot of money on all the right gear batteries, stands, bag, hat eg. Not long after we arrived at Barbados we left the ship within 15 min's the camera switched off, only way i could get it to work was but a brand new fully charged battery in, i checked the other battery back on board it was still fully charged. Second day problems. Third day booked helicopter ride around Antigua. In the front seat with my go pro only 5 min's in camera switched off once again same thing only way to get it working take the thing apart and new battery to say my this time i was very unhappy to say the least. All this money for what. At the end of the day checked video for the little bit that i had and pictures i had taken on a beach were we were totally alone except horses going in and out the sea cooling down were i had some great footage. Anyway by the end of the week i needed to edit my pictures as i had been taking multi shots. So i did this but still had a few to go so later on i started again all of a sudden the camera just went off, i switched back on and there was absolutely nothing all gone. One week of our memory's gone for ever. Thanks go pro and before you say the card nothing wrong my daughter had checked it with her professional equipment and was top brand and brand new. We finally give up with your camera i have some from my second week but really i has lost heart in your product. I would never recommend go pro to anyone. I may take this further as i feel i have been very let down by this product. We went to about 12 of the most beautiful islands I've seen and i have hardly anything to show for it. Neil

I bought a GoPro Sessions 5 directly from the GoPro Site. This product was promoted as ready to go right out of the box. I took this camera on a once in a lifetime adventure with my daughter where we thought we were capturing our adventure. We had some connection issues and called immediately where we were told that because I had purchased their cloud system that everything was back up and assured me that this camera was ready to go right out of the package. When we got home and tried to start editing our footage we could not get the camera to download the data. After 2 months of speaking with 10 recorded people who said the need to do research and call me back, I never heard once back from them. Most of them told me they were the supervisor or the head supervisor. No customer service rep can give their last name or initial so when you call back because you did receive the promised call from them, no one knows Nick, Naomi, Whitney, Conner, Bobby, Brooke and Billy. They can see their notes but, I was told they must be in another call center and if I wanted help I need to start all over with the person who answered the call. Needless to say after 2 months of run around, I have thrown my hands up and sent the camera back asking for all my money back The only issue is what about my footage that you can see in their Quick app that I can not get too. I feel that someone other than a call center could get involved from a technical position and fix my issue. I call the corporate office and spoke to Brooke Baldwin who said after my 3rd call to her.

Hi Aaron, I reached out again. Unfortunately, I am on their schedule. Hopefully someone can get back to you soon. Thanks
Brooke Baldwin
Receptionist
3000 Clearview Way San Mateo, CA 94402
[protected]@gopro.com

Here is what Billy S. said ... he was hopeful too.
Hello Aaron, I took a look at your original case and I see that a supervisor will be calling you soon. I'll go ahead and close this case to allow you to work with our reps via your original case number [protected].
Best regards,
Billy S
GoPro Support http://www.gopro.com/help

I want a technical support person directly from GoPro to Call me.

GoPro Camera product I am dissatisfied with this product as a hole. The downloads update camera function is ridicules and not user friendly and I'm a software IT guy. I bought a unit hero3 and the WIFI remote three weeks at the Oyster Run Anacortes WA at the motorcycle trade show. The camera will not update no mater what we do even customer support can not tell me why or what's happening. The Wi-Fi remote is even worse it simply will not power up on its own battery even though it shows fully charged. As long as its plugged into the wall it works but not on its own again support cannot tell me why. To top it off even though I just bought the unit new come to find out it was mfg over 2 years ago and no longer under mfg 1 yr warranty. I bought it at the GoPro tent vender at a trade show three states away and now GoPro has informed me that they will not replace the unit because its to old. Well that's not my ###ing fault! The GoPro team simply dropped the ball on this product line with so many complaints and warranty replacements and I am going to smash my GoPro Camera and gear and laugh the whole time. I never should have bought such an inferior cheap piece of crap. I will never buy another GoPro product again and encourage you to do the same.

I purchased a GoPro Hero2 skeleton housing part # AHDSH-001 from ATV Unlimited on November 21 2012. Upon arrival on December 13 2012, I noticed that there's a mistake and they had sent me a GoPro Hero2 waterproof replacement housing part # AHDRH-001 (which I already own) instead. I contacted ATV Unlimited by e-mail right away about the situation which I received a quick response : "Sorry about that, please return for refund/exchange, we'll also refund your return shipping costs, just let me know how much i owe you". That was the last time I heard from them. I went to the post office the next day on December 14 2012 and sent back the product to them for exchange. Sent them an e-mail the very same day to confirm that I had sent it back. Tried to contact them on December 26, January 3, January 12 and January 16 and never got a response. They are ignoring me and to this day, after more than 2 months, I never received the product I ordered. It cost me $41.95$ USD + $5.95 USD for shipping and another $7.61 CAD to return them the incorrect product they sent me.

I went in to purchase a go pro camera and I was told by the manager that the cameras were not even put out and a customer who owns a store to resell them came in and bought out every one of them . So I asked if they were available any other Cosco's but no more we're ordered and all other stores were completely out and no more we're to be back ordered If this is the case there should have been one per customer because some people are getting preferential treatment and are being informed before normal customers all I wanted was one and now they are unavailable this is very unfair and someone needs to be informed Are all customers important or only certain ones. Please take this as a real complaint