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Description

GoPro is an activity image capture company offering several lines of wearable digital cameras for a broad range of activities. We help people capture and share their lives' most meaningful experiences with others by making versatile cameras for the marketplace.

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that GoPro meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for GoPro include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 185 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

185 complaints closed with BBB in last 3 years | 39 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 54
Billing/Collection Issues 3
Delivery Issues 3
Guarantee/Warranty Issues 47
Problems with Product/Service 78
Total Closed Complaints 185

Customer Reviews Summary Read customer reviews

10 Customer Reviews on GoPro
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 0
Negative Experience 7
Total Customer Reviews 10

Additional Information

BBB file opened: November 04, 2009 Business started: 09/19/1995 Business started locally: 09/19/1995 Business incorporated 08/24/2011 in DE
Type of Entity

Corporation

Business Management
Ms. Sharon Pettigrew, Director of Customer Supp Mr. Paul Crandell, VP, Brand Marketing Mr. Jonathan Harris, VP, Sales Mr. Nicholas Woodman, CEO
Contact Information
Principal: Ms. Sharon Pettigrew, Director of Customer Supp
Number of Employees

700

Business Category

Photographic Equipment & Supplies - Retail Sporting Goods - Retail Auto Perform, Race & Sport Equipment Photographic Equipment & Supplies - Wholesale & Manufacturing

Refund and Exchange Policy
GoPro Refund/Exchange/Warranty policy details are available at this link: http://gopro.com/support/warranty-information/
Service Area
This company services nationwide, as well as internationally.
Alternate Business Names
Cineform Go Pro Go-Pro GoPro Media, Inc GoPro, Inc.

Customer Review Rating plus BBB Rating Summary

GoPro has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 3000 Clearview Way Bldg E

    San Mateo, CA 94402

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/25/2016 Problems with Product/Service
7/30/2016 Problems with Product/Service
7/25/2016 Problems with Product/Service
7/12/2016 Problems with Product/Service
6/13/2016 Problems with Product/Service
6/7/2016 Problems with Product/Service
5/6/2016 Guarantee/Warranty Issues
4/21/2016 Problems with Product/Service
4/10/2016 Problems with Product/Service
4/6/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a new GoPro black hero doesnt not work, has never worked. I purchased a black Hero GoPro for my boyfriend. We did not try to use the GoPro for about a year. The camera sat on my dresser in the box. Several weeks prior to leaving for Zion National Park I opened the box of the camera and tried charging the camera. It would not charged. So I took the camera in to Best Buy and asked if they could take a look to see if i was doing something wrong. They tried a different power cord and battery, the camera still would not charge. I called GoPro to see about a returning the lemon I bought and getting a new camera. The employee stated they have not idea what I have done to the camera and even suggested I ran over with my car. I told them I had recently taken the camera from the box and it was brand new. GoPro only offered me a discount of 20% to buy a new camera which i refused because I had recently purchased their 300.00 that did not work at all, would not even charge!

Desired Settlement: I would like them to take the GoPro I spent 300.00 on and replace it with a GoPro that works.

Business Response: Initial Business Response /* (1000, 5, 2016/03/09) */ Hello, We're sincerely sorry to hear you are experiencing issues with your GoPro camera. We always strive to do everything we can for our customers even if they are outside of our one year warranty period. In your case it appears we did so by offering you a discount towards the purchase of a new camera. We do like to gather as much information as possible to make a more informed decision surrounding warranty. A Senior Supervisor will be reaching out to you shortly to determine if there is anything else we can offer. Please work with them directly from here on out. Many thanks, GoPro Support Initial Consumer Rebuttal /* (3000, 7, 2016/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) My 300.00 GoPro camera never worked! So to offer a discount to buy another 300.00 camera that may or may not work is not acceptable! *****

4/6/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My camera keeps shutting off. There was a problem right from the beginning but we didn't know it. I bought the GoPro Hero3+ black edition approx. 19 months ago for 400 dollars. It has been shutting off repeatedly on me. I noticed that it did this right from the beginning but I thought it was something I was doing wrong with the settings. I have contacted the "NO" customer service(and I use that term loosely)they tried to help but nothing worked. I told them they should replace the camera but their solution is to give me 40% off the purchase of a new camera. Do I look like an idiot, why would I spend another XXX - XXX dollars more money if the one that I have doesn't even work. I want a new camera.

Desired Settlement: be given a replacement for this one or an upgrade.

Business Response: Initial Business Response /* (4000, 13, 2016/04/05) */ Hi, We regret to hear about your disappointing experience with our GoPro cameras and Customer support case, and especially that you are having trouble with the replacement camera as well. A Supervisor in GoPro Support has been updated about this case, and will be reaching out shortly to make sure we have you up and running with a working camera as quickly as possible. Many thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 15, 2016/04/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agreed to send back the replacement camera that was sent to me for them to trouble shoot the problems. But I am not holding mu breath that I will get a working camera back. But I will play their game "AGAIN"

3/16/2016 Problems with Product/Service
3/16/2016 Problems with Product/Service
3/10/2016 Guarantee/Warranty Issues
3/8/2016 Problems with Product/Service
3/1/2016 Problems with Product/Service
2/4/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My GoPro Hero 3+ Black edition suddenly stopped working properly after updating the software. I bought a GoPro Hero 3+ black edition in the official GoPro website in the US in 03/17/2014. I've been using the camera normally since then and I was living in ****** when I got the product. Now, I live in *******. I never updated the software of my camera and never had problems with that. On January 2016, I decided to update my camera to the latest version available which is 3.03 hoping this would bring me some advantage, released in 09/02/2015. After that, the camera started to have problems to turn it on. I followed all recommendations from GoPro including Hard Reset, testing with new SD card, testing with new battery and also testing with new USB charger (all official products). The camera hardly ever works but once it's on, everything is normal. On average, the camera turns on 2% of the times I try to make it work. If the camera is ON, there is no limitation: I can take pictures, make videos, use the Remote control and use every single functionality it's available. After keeping the camera OFF for something like 4 minutes, there is no way I can turn it on again (unless I try steps like connecting to the computer, hard reset and so on). The big challenge is that there is no clear way to make the camera work. I have to try everything and just sometimes things work. Meanwhile, I was in touch with customer support in ****** and Europe to see what are the options for my case because it's more than clear that the camera is not broken - it's a software problem. The case was registered and the reference number is Case #XXXXXXXX. The consultants (from ****** and Europe) tried everything including all the steps mentioned above but nothing happened. The first email is from January 16th and after many messages back and forth, I was told that my camera is no longer covered by the official warranty and that means there is nothing GoPro can do for me. The only thing they offered was a 20% discount to buy a new camera on their official website. Not only this is not what I expect but also this discount applied to the real price of the camera makes the product more expensive than at every single retail shop in *******. I also would like to add that there is no technical support that I could take my camera which makes things even more complicated. Downgrade to an early version is not recommended by GoPro and it might damage the cameras, according to the official websites. To sum up, my camera has a software problem caused by an official update and now the feedback I get from the manufacturer is that I need to buy a new product. For a company with a good reputation like GoPro this is unacceptable. The order number from the day I bought the camera is 299-SO-XXXXXXX; The amount payed was U$ 498,17 (including some acessories); The serial number of my camera is H3B+BXXX XXC43CA; The payment method was Visa Credit Card

Desired Settlement: What I expect from GoPro is a software correction as soon as possible or a replacement of my camera.

Business Response: Initial Business Response /* (1000, 5, 2016/02/03) */ Hi, Thank you for bringing this case to our attention. We regret to hear about your camera ceasing to work correctly after performing a software update. There are currently no known issues where our software updates render the camera inoperable. Unfortunately we do not have an existing solution to role software back to an older version, however we do want to help out as best we can. A Senior GoPro Support Representative, who is fluent in Portuguese (The Support case's original language) will be reaching out with a Support Supervisor shortly, to see what we can do to help out. Many thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2016/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Considering that the GoPro representative sent me an email yesterday with a solution to my case, I can say that this is exactly what I expect from the manufacturer. Right now, I'm waiting for the necessary actions to be taken.

2/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've returned my faulty HERO 3 Silver under warranty and 2 and a half months later I am still being fed excuses as to why I still have no replacement. For Christmas 2014 I was ecstatic to receive a new GoPro Hero 3 Silver and began using it immediately (purchased in Fleet, England 14/12/2014). The shots were great but it quickly became clear that there were operational problems. The initial problem was with freezing. During operation the buttons would become unresponsive and the only remedy was to remove the camera from the case and to remove the battery from the GoPro. Though not ideal when outside in sometimes harsh conditions I decided to tolerate this issue so that I could avoid having to send the camera away for repairs. Unfortunately around 9 months after receiving the gift the internal GoPro charging port snapped off and was loose or floating within the GoPro body preventing me from connecting the cable and recharging the camera. Well within warranty I decided to return the camera on the 20/10/2015. My first email clearly described the issue and obviously this would be something that would involve replacement parts. Despite this it still three emails for them to accept this... I sent them the purchase receipt to prove that the camera was still under warranty. After confirming this, they notified me by email that my camera was in fact faulty and said that they would provide a replacement. Firstly they requested the serial number of the camera (******** *******) and the shipping address which I provided. After this the GoPro Support Team sent me an email with a return label and a step by step guide to return the camera. Another email included the *********** for the parcel. On the 23/11/15 they emailed my with the confirmation that they had received the Go Pro and that the replacement was on its way (serial number ***********). I could expect delivery in the next 15-20 working days. On the 9/12/15 I emailed the GoPro Support team to ask about the whereabouts of the parcel. I was concerned because I was going on holiday shortly after and I had been expecting to have received the camera by then. After 2 more emails they finally investigated the case and realised that there was a problem with the courier. They said that the camera was in England (sent from The Netherlands) but they were having problems with the courier so they would send me another camera so that I could have it in time for my holidays. After sending another email my time had run out and I ended up on holidays without a camera. They then responded me on the 29/15/15 saying this time that they were waiting for the camera to arrive at the warehouse before they could send it to me. One email later, they responded to me (8/01/16) explaining that the Warehouse was closed until 4th of January for Christmas and that the GoPro would be sent to me shortly. I have another holiday fast approaching and am starting to feel that I am wasting my time with GoPro customer support. If anyone can advise of anything I can do I would be very grateful. Thank you so much. ********************

Desired Settlement: I am expecting a GoPro Hero 3 Silver or superior model GoPro Camera as compensation for my lost time.

Business Response: Initial Business Response /* (1000, 5, 2016/01/26) */ Hi, We regret to hear about any frustration this customer experienced. While several issues delayed the delivery of this replacement, a new camera has been shipped and will be delivered shortly. A Supervisor has been notified of this case and will be reaching out to the customer shortly. Many Thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2016/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) One week later after contacting with BBB services, the Customer Support Supervisor contacted me by email saying that the new camera had been shipped and offering me a complimentary mount of my choice. He deeply apologized for the frustration experienced during the last 2 months. The new camera arrived the next day after the email as expected! Thank you!

1/14/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Video color problem. Video color keeps going green and/or pink and/or black. I purchased the HERO3+ Black Edition GoPro Camera on August 13, 2014 for $399.99, the 32GB microSDHC Memory Card Ultra Class 10 UHS-I that was recommended by GoPro from B&H Photo. Order #XXXXXXXXX. I purchased this through WCAT where I am a producer. WCAT has an open account through B&H Photo. When I received the camera I noticed that there was a color problem with all of the video but I thought it was a setting on the camera that I would have to change. For over a year I tried to find out what I was doing wrong to create this video color problem. I started searching on line to see if others with this camera had the same problem. I found many complaints but no solutions to this problem. I contacted GoPro and was told it was the microSDHC Memory Card that I had. I then purchased a new microSDHC Extreme Memory card that I was told would fix the problem. The problem is still there and the camera is useless to me. I have spent over $700 on this camera and on accessories and I have not been able to use the video because it continuously goes from green to pink to black, etc. I contacted GoPro again and they said they would give me 20% discount on a new camera when I returned the broken one. In order to get a working (hopefully) camera of the same model I have it would cost me another $300.00. I told them this was unacceptable. They said they could only give me the discount because it's out of the warranty time period. I explained that I never thought the problem was because of the camera but that I was doing something wrong and that's why it took me so long to contact them to get a camera that actually worked. I would like them to replace my camera (same model) with one that works.

Desired Settlement: I want to be able to use this model camera. I want them to replace my camera with one of the same model but one that works correctly.

Business Response: Initial Business Response /* (1000, 8, 2016/01/13) */ Hi *********, We're sincerely sorry to hear that you've had ongoing issues with your HERO3+ Black Edition camera for some time now. In looking at your Support Cases it also appears we haven't done our best to provide an acceptable resolution and for that we sincerely apologize. A Supervisor will be taking over your most recent Support Case and reach out to you shortly. Please look for another email in the coming hour. We look forward to finding a resolution that works for both parties. Many thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 10, 2016/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) GoPro has contacted me via email and said they will be sending me a replacement of my camera. I have not received it yet but am hopeful that they will send me a new one.

1/13/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Hero3+ Black installed firmware, camera firmware was successful but WiFi firmware failed and will not take after multiple attempt and contacting GoPro I have a GoPro Hero3+ Black Edition purchased new from REI in Sept 2013, the camera has been rarely used and worked perfectly until I attempted to update to the most recent firmware, I followed the procedure listed to the letter but the WiFi portion of the firmware failed, and continued to fail on several subsequent attempts even after contacting GoPro Support, the camera works but the WiFi feature no longer does, I was told by ***** with GoPro support that I was out of luck. I could understand a problem not being covered by the company if it was my doing, but in this case there is a known fault with some cameras that causes this failure when a firmware update is attempted, had I known this I would have not risked it.

Desired Settlement: I would like my camera either repaired or replaced.

Business Response: Initial Business Response /* (1000, 5, 2015/12/24) */ Hi, We're sorry to hear about your HERO3+ Black Edition having trouble with the update process. We do our best to help out all our customers in and out of warranty. As we do not offer a repair service, due to the small components of the camera and part replacements not being a guaranteed fix, we have other options available such as discounts in lieu of repair costs. Additionally we do want to make sure that the camera is not something that we can replace. A Supervisor has been notified about this BBB complaint and will be reviewing your GoPro Support case. They will reach out shortly with a followup to hopefully resolve the issue and find a solution. Many thanks, GoPro Support Initial Consumer Rebuttal /* (3000, 7, 2016/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Was contacted by GoPro and they agreed to replace the camera, I returned my unit on Dec 28, 2015 and am waiting for replacement to arrive. Final Business Response /* (4000, 9, 2016/01/11) */ Hi, Thanks for the update on this BBB case. The customer has been in contact with a Supervisor from Customer Support who has provided updates along the way and as soon as they became available. On Jan 6th the customer reached out for an update on the camera that was returned to us on Dec 28th. It takes approx 2 business days for received cameras to be checked in, that coupled with the holidays lead for expected delays. On Jan 7th, the customer was replied to explaining the slight delay and that tracking information would be provided asap. January 11th Tracking information was made available on Customer Supports end and was promptly provided to the customer in an email sent at 9:58am. The replacement camera is currently slated for delivery by end of day tomorrow in customer's home state. Many thanks, GoPro Support Final Consumer Response /* (2000, 11, 2016/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a replacement GoPro camera, the company and the supervisor I dealt with (******) were understanding and quick to resolve my problem.

1/12/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Gopro does not function at cooler temps I have a gopro 3+ black that was bought to be used in Mexico for scuba diving. The camera works as intended in warmer temperature. Now living in colorado the camera will not work in even slightly cooler temps even at 50f. This is a known software issue with some of there cameras. The camera is a few months past warranty but the issue was not found until recently being used in the winter. The camera should be replaced since it was sold as a defective product in the first place. This issue is not to be confused with poor battery life. The camera will not turn on or function at all even in slightly cooler weather.

Desired Settlement: This camera should be replaced as it is defective and will not work properly in normal working conditions.

Business Response: Initial Business Response /* (1000, 5, 2015/12/23) */ Hello, We're sincerely sorry to hear you are having these issues with your HERO3+ Black Edition camera. We never enjoy hearing these situations arise and we'll do our best to ensure we reach the proper resolution. We do have a one year warranty policy and often times cannot allow for replacement after it's expired. With that said, we do treat each situation on a case to case basis and try to help where we can. A Senior Supervisor will be reaching out to you shortly to ensure everything is handled properly from here on out. Please stay tuned for another e-mail shortly. Thank you for your continued patience and understanding. Many thanks, GoPro Support

1/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: GoPro Hero 4 Black never worked from day it was purchased on 12/15/14. Customer service said they would send new one. Never did. I sent GoPro customer service an email in January of this year. I sent many, many more emails describing the problem. After several month they replied with an apology for taking so long. They spent the next few months having me try various things to see if would work. I would try it and then respond immediately but wouldn't here back for up to a month. They finally said they would replace the camera and replace the rusting housing and attachments after Isn't them photos. I sent them photos and they finally replied on October 2nd saying they were sending a new camera. They never did and they never replaced the housing and all the rusted attachments. They have not responded to any emails since. They had me purchase an additional memory card at $70 to see if that worked. It did not fix the problem. I spent over $700 for the camera, attachments, and 2 memory cards. At this point I want all my money returned. I have spent almost a year on this and have been treated so poorly. I would have expected more. I purchased this in good faith and expect a full refund for everything I spent on this so far. I have used GoPro cameras for many years and they have been great. This was there latest greatest and it doesn't work and they have not honored the warranty or responded.

Desired Settlement: I asked for a new camera and replace the rusted housing and attachments. I have been treated so poorly that I now demand a full refund for the camera, the memory cards, and the extra attachments I purchased for this camera.

Business Response: Initial Business Response /* (1000, 5, 2015/11/23) */ Hello, We apologize for any frustrations or difficulties you have had in your GoPro Support experience thus far, and look forward to working with you to resolve all issues. A GoPro Support Supervisor is reviewing your case and will be reaching out to you via the existing support case email thread shortly. Thank you for your patience. -GoPro Support Team Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the EXACT same response I have received for the last year. How does this response warrant this company from honoring warranties or reimbursing me? If I do not get a real response I will take this to the next level with legal action. I never wanted this but this prewritten response by GoPro is the exact same wording as their other responses. I am not going away and expect immediate compensation. Final Business Response /* (4000, 9, 2015/12/04) */ A GoPro Support Supervisor has been in contact with the customer, who has agreed to proceed with a warranty exchange. We are working to get a properly functioning unit in the customer's hands as quickly as possible and have offered to cross-ship the replacement unit in order to do so. Currently we are waiting to hear back from the customer, who is traveling, in order to continue with the exchange. We look forward to working with the customer and providing them a world-class support experience! -GoPro Support Team Final Consumer Response /* (4200, 11, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not heard back from them. They said they would be sending a new camera and as of yet I have received nothing and have had no further contact from them. This has been going on for almost 1 year. They said they were sending a new camera in September also but NEVER did so.

1/4/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a GoPro Hero 4 black that appeared to work fine for two weeks, Now it freezes after a minute of use and GoPo will not replace my device. I purchased a GoPro Hero 4 Black from REI, a used gear sale. I purchased this device on November 10th, 2015 for $220.83 which is a great deal. However, shortly after using this device (about 2 weeks) it started freezing and now has got so bad that it freezes within a minute of use. When I purchased this device it came in the original box with most of the accessories. This device was in "like new" condition. The two weeks I used it, everything was done in proper use, no harm was done to the camera leading me to believe this to be a manufacturer issue. I have googled, looked on youtube, and read multiple forums and this appears to be a known issue with the hero 4 model. I have had numerous emails with *****, a GoPro employee, he has tried working with me and suggested a few things to attempt to fix this issue but none have work. He then asked me to send in a picture of the receipt, but when I did this he proceeded to then tell me they cannot replace my GoPro because it is a "second hand" product. This is a known issue with the GoPro Hero 4 why are they not standing back behind their product and replacing this GoPro knowing its affected numerous GoPros. I have read reviews online of this happening with other consumers, some of which are taken care of, and some of which reported GoPro is not covering. Why this? not sure, but for me specifically they are not covering it because I bought this "second-hand" from an REI retailer store. I called into management and talked with a manager and he told me that they are not going to replace it because he does not know if maybe someone dropped it and now that is why it is freezing. The GoPro is spotless, you cannot even find a single scratch let alone a dent or anything from a physical drop. GoPro knows this is an issue with the hero 4 models but are just trying to "cop out" and use the excuse that I bought it second hand so therefor they are not obligated to replace the product.

Desired Settlement: What I would like for GoPro to do, would be to replace my GoPro Hero 4 (even if it was a refurbished one) i don't care. I would just like to have a GoPro hero 4 without this freezing issue causing it to be useless. I can and will send back this 4 that is having this issue and they can do with it what they want, but I would like them to replace it with a Working hero 4 black camera. I understand that they can try to argue that I bought it second hand so they are legally responsible to replace it. It is not a matter of legality more so as to a matter of morals. This company is very well-known for producing a great product and having great costumer service, however, when it comes down to my situation they are trying to get out of having to replace it. My opinion, if they do pride themselves in their quality product and also their customer service, then they should replace my GoPro that has this common issue of freezing.

Business Response: Initial Business Response /* (1000, 5, 2015/12/17) */ Hi, We're sorry to hear about your HERO4 Black freezing and locking up while trying to record. A Supervisor has been notified about this case and will be following up shortly to continue the dialog. All of our cameras do come with a 1 year warranty in the event of any hardware or software issues. Camera's sold under REI's "Garage Sale" are clearly stated to be sold as is and "like new" and as identified in this case, the camera was sold opened. Per our warranty we do not cover items sold in this manner as GoPro cannot ensure the quality nor the history of the camera being sold. REI make clear that this is an at risk purchase and provide large discounts in supplement of items that have been opened or used. The customer was offered a 40% discount toward the purchase of a brand new HERO4 in exchange for the defective unit. These discounts function as a courtesy when we cannot replace a camera outright and are an exception to our warranty policy. At this time the customer has not followed up on the offer. We never like to see a customer with a non working camera and always strive to do our best to help out. We will continue the dialog with the customer to hopefully get them back up and running. Many thanks, GoPro Support

12/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This video camera locked-up completely and does not function now, after just 2.5 years. The company does not offer repairs and just 20% as a trade-in. This expensive video camera only has been used three times in total, over just 2.5 years of ownership. Recently, it operated successfully twice in the same day and then, when a third video recording was started, the rear red function LED. did not blink to indicate video operation, but came on continuously and the camera became unresponsive to all of its external control buttons. Now, its internal software has locked-up completely and it will not function at all. The manufacturer refuses to accept returns for any repairs and has offered just a meagre 20% as a potential trade-in, which is very little for such a costly and sophisticated instrument of such a young age.

Desired Settlement: The manufacturer states now that it refuses to accept returns for any repairs and has offered just a meagre 20% as a potential trade-in. So, I would like them either to repair my camera, or (better) to offer a higher trade-in value of, say, 50%.

Business Response: Initial Business Response /* (1000, 5, 2015/12/02) */ Hi, We regret to hear about any frustration this customer experienced. While we cannot offer a replacement for a camera which falls outside of our one year warranty period, we would be happy to work with this customer and explore other options. A Supervisor has been notified of this case and will be reaching out to the customer shortly. Many Thanks, GoPro Support

12/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Product not received. Called up twice. Customer service terrible I never received an email with a tracking number. I ordered through PayPal though. I called up once and asked about it, they said it had been delivered. I said i never received it. I was put on hold. They said they had to open an "investigation" to find out what happened. I said this is a Christmas present, it being Dec. 16th. They said they would not send a replacement because i might be LYING. That's what the gentleman on the phone said. I was so aggravated I called back and wanted to talk to a supervisor, apparently they are all busy. So I'm out $300 and basically their response was tough luck and I was also told I could just buy another one.

Desired Settlement: I just want a refund. I was called liar and thief.

Business Response: Initial Business Response /* (1000, 5, 2015/12/17) */ Hello, We're sincerely sorry to hear that you did not receive your recent order! We'll make every attempt to get to the bottom of what may have happened. We do have processes put in place when these types of situations arise so please do be patient. Tracers can take upwards of 3 business days to complete and we need to do this before moving forward with another order. A Senior Supervisor will be reaching out to you shortly to ensure everything is handled properly and efficiently from here on out. Please look for another email from them shortly. Thanks again for your continued patience and understanding. Many thanks, GoPro Support

12/14/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Go Pro not willing to stand behind their products. Customer support provides inaccurate information and never correcting it. In February 2015 I took my gopro 3 to Tahiti along with a go pro under water wrist attachment. While preparing to go snorkeling the snap that closes the under water case broke. The case looked completely closed so I was unaware that the case had malfunctioned. The case filled up with water and destroyed my go pro. I was told by customer support that the best they could do is give me 20% off the purchase of a new gopro. I decided to wait till November to make my purchase. I made the purchase on black friday and was told I would be receiving several extras for the promotion. I was later told after following up on why I did not receive the extras that I did not qualify for the extras.

Desired Settlement: Gopro should stand behind their products. At this point I feel that I should be entitled to the promo items. I was told that I would receive them and made a buying decision based on the promise. I could have purchased here in Canada but did not as the additional items would have cost me more.

Business Response: Initial Business Response /* (1000, 5, 2015/12/09) */ Hi, We regret to hear about any frustration this customer experienced. While we cannot combine different promotions, we would be happy to work with this customer and explore other options. A Supervisor has been notified of this case and will be reaching out to the customer shortly. Many Thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2015/12/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) My hope is that this time they will carry through on the promise to send me the items that were promised me when I made my purchase on Cyber Monday.

12/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased the GoPro Hero3+: Black Edition with the quick release mount. The mount failed while sitting on an anchored boat causing me to lose it. Purchased the GoPro Hero3+: Black Edition that had the quick release (suction) mount included with it. Retailer: Cabela's Outfitter Date: October 10, 2010 Price Before Tax: $349.99 UPC# XXXXXXXXXXXXXXXXXX Transaction# 3925 Cashier Name: ********** Paid Via: MasterCard Also Purchased was the Cabela's Xtreme Protection 2-year service plan for an additional $59.99 The reason for the 4 month delay is because I was unable to find my original receipt until today. Now I have proof of purchase. Problem Date: July 11, 2015 Time: 01:27 p.m. (central time) Location: ********************************** Latitude: ******************* Longitude: ******************** Boat was anchored and not moving at all. I was fishing and suddenly heard something fall into the water. It was my $350 GoPro Hero3+. I was using the manufacturers quick release mount that was made for my GoPro Hero3+. It was mounted to a flat, dry surface of the boat's stern. I made every attempt to retrieve the GoPro with a net. I was and still am very frustrated with the quality of GoPro's mounts. This is an expensive piece of equipment that contained many valuable videos.

Desired Settlement: I'd like for GoPro to Replace my Hero3+: Black Edition due to manufacturers faulty products. I've lost irreplaceable memories to the bottom of my lake, along with the camera.

Business Response: Initial Business Response /* (1000, 5, 2015/11/23) */ Hello, We're sincerely sorry to hear that you lost your HERO3+ Black Edition while fishing! While our warranty policy does not cover lost cameras we'll do everything we can to help out. A Senior Supervisor will be reaching out to you shortly to ensure everything is handled properly and as quickly as possible. Please look for another email soon. Many thanks, GoPro Support

11/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a GoPro Hero4 Black and it keeps freezing even after attempting to troubleshoot per goPros request. I have contacted GoPro now 3 times with the same issue. I purchased my GoPro Hero 4 Black earlier this year. Just in time to take on vacation with me. My Go Pro has now frozen on me in the middle of vacation for a 3rd time. I am completely devastated as i now once again have no photo memories from my vacation. I am incredibly upset at Go Pro and their lack of customer service. I have complained each time politely and their support team tell me oh 'its the software needs to be updated' or 'do a reset'.... well i have tried all of their suggestions and once again the same issue has happened. My gopro is useless and i am incredibly upset. I have spent $500 on the camera and several hundred on accessories for a device that doesn't work. this is my last request to have them replace my GoPro Hero 4 Black. I am livid at the lack of customer service by their company. I am willing to give it one more try, but they don't seem to realize that i have now lost photo opps from my last 3 holidays. That is just unacceptable. I almost dont even want a new gopro, but i know others that they work fine for. I am on holiday in **** right now and once again today my gopro froze so i have no photos. I am livid that their company treats its loyal customers so cheapishly. I truly hope this email gets escalated to the right people. I have no clue what to do for a camera for the next 3 weeks of my holiday. Its a bit depressing. I can't afford to buy a new camera and what am i supposed to do. This is just unacceptable. I hope someone at bbb can help me out as you can tell i am a very unhappy customer. I really dont know what else to do. In fact even if they are to give me a replacement i wouldn't know where to do it and i still have another 3 weeks of my vacation with no camera. Anyway i am really upset and someone told me to go on a social media bashing campaign of goPro and their lack of customer care. Instead i have decided to try you guys in hopes that this can finally get resolved. Surely you can understand why i am upset. I dont get many holidays and to not have any photo memories of my last 3 is just sad. Hopefully you guys can help me out. Please let me know if you need anything else. thanks in advance, - ****

Desired Settlement: I dont even know what to ask for. When it first occurred all i wanted was a replacement camera. That was when i had only lost photos from one holiday. The second time it happened i almost cried and they gave me the same runaround. Now it is a third time and i am livid at them. I really dont even know what to ask for. Obviously i need the camera to be replaced. But i would really like some sort of consolation for now having NO photo memories from my last few holidays as a result of their faulty product and neglect to just replace it when it first happened. I would really like them to apologize. Business is build off of customer service and satisfaction. If i didn't believe in their company i would just ask for a refund, but i believe aside from my faulty camera they have a good product. Unfortunately i have had no luck with their products or dealing with their customer service.

Business Response: Initial Business Response /* (1000, 5, 2015/11/12) */ Hi, We regret to hear about your frustrating experience with your GoPro camera. We never like to hear that our customers were unable to capture footage on their adventures and want to help as best we can. A Customer Support Supervisor has been notified of this case and will be reaching out shortly to see what we can do to assist. Many thanks, GoPro Support

11/24/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Camera sunk while attached to 'floaty backdoor'. Site claims it floats with gooseneck mount. Customer service says I am making that up. While using my gopro camera as indicated by the company's website. Floaty backdoor attached as recommended by gopro and using a mount approved by gopro to float with said floaty backdoor. My camera fell in the river while kayaking and sank straight to the bottom. The hero3 camera and gooseneck mount were both gifts so I do not have records of purchase dates or serial numbers. I contacted the company to see if they could help me. The responded multiple times saying "we don't know who told you it would float with that mount". It is clearly stated on their website at https://gopro.com/support/articles/using-the-floaty-backdoor, which was consulted by my friend who purchased said mount to insure it was compatible.

Desired Settlement: I have felt disrespected by the company's support staff who implied I made up information clearly stated on their website. I feel the camera should be replaced due to the false advertising on the site and the implication of the staff that information was inaccurate.

Business Response: Initial Business Response /* (1000, 5, 2015/10/27) */ Hello, We apologize for any disrespect you may have felt in working with our Support Team, as well as any other frustrations experienced in the process. A Support Supervisor is looking into your existing case and will be reaching out to you through it. We look forward to reaching a resolution with you. Thank you, GoPro Support Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have emailed me and brushed off the disrespectful attitude of the support staff. They offered 40% off a camera for which I have 90 days to use. They should offer at least 50% off a camera and the associated accessories (mount and floaty door) which were also lost due to their false advertising. Final Business Response /* (4000, 9, 2015/11/12) */ Losing a camera in the water during it's use is never a pleasant experience. While we make mounts and accessories (Camera Tethers and Floaty Backdoors) to safeguard against such losses, it is ultimately up to the user to make sure the camera is safe and in their possession at all times. In this case the customer's camera was lost while kayaking, when the camera and the mount it was attached to fell into the water. The camera did have a Floaty Backdoor attached to help float the unit should it fall into the water, however the mount attached to the camera (Jaws Flex Mount) is not able to be floated by the Floaty Backdoor accessory as pointed out in our "Using the Floaty Backdoor" support article (http://*******************************************************). Also, a tether was not used in this case, which may have kept the unit from ever reaching the water. While this loss is not something that can be covered under warranty, as all units involved are outside of their 1 year warranty, but more so because the loss was not due to a manufacturing defect, rather improper use of the product, we do like to help in such situations by offering a discount on a new camera. In this case, our highest available discount of 40% off the purchase of a new HERO4 was offered. While there was some confusion between our Support Representatives and the customer regarding which mounts are able to be floated by the Floaty Backdoor (as the Jaws Flex Mount is made of 2 parts: one, the Gooseneck which can be purchased separately and is able to be floated by the Floaty Backdoor accessory, and two, the Clamp portion which when coupled with the Gooseneck does not float), ultimately the camera was lost while using an incompatible mount. As a show of goodwill for the miscommunication, we offered to send out no-cost replacements for the mount and accessory lost, adding to the highest available discount offer of 40% of the purchase of a new HERO4. We look forward to reaching a resolution with the customer, and hope to get them back up and running with a camera ASAP.

11/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Micro SD not returned Hello, I got a new gopro from Dubai and it never worked, I had emails saying maybe my sd card was not the best suited one, so I got the one gopro recomended - Sandisk extreme 64gb class 10. Howevr, the camera still didnt work, so post all the disappointment I got gopro agreed to replace under warranty, I was told that the original camera will be verified and then a new one will be issued, so I had sent the camera, battery and SD card. I got the camera and battery replaced but didnt get the memory card. When asked gopro, they say you are not supposed to send the sd card and battery, but in that case why just send battery back and keep the SD card? they have sent an email to their warehouse and no update for 2 days now and they are preparing me to forget the card. This is not done as its a very expensive card worth 70 or 80$(Rs.5500 in India). Please help me get my card back ASAP.

Desired Settlement: Just give me my SD card back, not compensation and stuff required, I still like gopro and I know its a miss, but not ready to go in a personal loss after all this trouble.

Business Response: Initial Business Response /* (1000, 5, 2015/11/06) */ Hello, We're sincerely sorry to hear about, not only the issues you originally had with your camera, but also that you've been without your SD card for some time. We'll do everything within our power to find your SD card and return it to you. With all that said, there is well documented evidence within your Support Case that shows we provided instruction to send the camera ONLY. There was a chat transcript that went in to detail surrounding exactly what to send in and we also sent an automated RMA email that asks you don't send the SD card with the camera and that we are not liable to return it if you do. We still want to help out and have already reached out to our Warehouse in an attempt to find your SD card. A Senior Supervisor will be reaching out to you shortly to provide all updates and work with you from here on out. Please look for a separate email shortly. Many thanks, GoPro Support

11/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased a session 4 just months ago when released, go pro now states they overpriced the camera and dropped $100 off I purchased my second go pro a session 4 when released just months ago I paid $399 for it now go pro is publicly admitting that they overpriced the camera and dropped $100 off the price, they state on their site that they are willing to help those who paid full price, however the only reply I got was they would give a $20 coupon for an item on their site, thats not helping out loyal customers that dished out the extra mony on a camera they admit they overpriced

Desired Settlement: I would like them to be a stand up company and do the right thing, I don't mind if they give me a credit to their store or products coupon but it has to be more than 20 bucks give me my extra $100 I shelled out when I supported their company and paid the inflated price they set fourth, they admit they overpriced them and their website has a page stating that they are willing to help those who paid the inflated price, how can they state on their website they are willing to help folks like me that paid the extra $100 then when contacted they say there isn't much they can do for me. Bad business

Business Response: Initial Business Response /* (1000, 5, 2015/11/11) */ Hi, We regret to hear about any frustration experienced during the purchase of a GoPro camera. While we cannot offer refunds for GoPro products that were not purchased through GoPro.com we would be happy to explore other options in assisting the customer in any way we can. A Supervisor has been notified of this case and will be reaching out to the customer shortly. Many Thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2015/11/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by a member of gopro, my grievance was with go pro on the way they are handling customers who paid full price for an item they admit was overpriced. Gopro decided to lower the price by $100 on the item, regardless where a customer purchased the gopro product its gopros responsibility to help those customers not the merchant who is selling their product at the prices gopro set fourth, how gopro can state otherwise is just inexcusable, from the start I was only looking for a credit or "coupon" from gopro for items they sell for an amount more than the mere $20 they were offering. While we did come to an agreement I still find it hard to fathom that gopro wants to put the responsibility on a retailer that is selling the gopro product for them at the prices gopro sets fourth. As far as I'm concerned the matter is closed, gopro gave me an amount less than the $100 but more than the mere $20 they wanted to give when first contacted, there are other products out like the cube and others I learned that this company isn't there for its loyal customers. Thank you for the help BBB

10/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Returned merchandise, Getting a runaround about getting a refund. They received the merchandise. 10/12/2015 Hi There, I purchased the following from GOPRO on 8-21-2015. I used my credit card. The total purchase was $930.42 on 8/25/2015. 1 1 - Red Dive filter for Standard housing. 2. 1 - pkg. anti fog inserts. 3. 1 - Head strap & quick clip. 4. 1- Suction Cup. 5. 1 - Protective lens & covers 6. 1- Tripod Mounts. 7. 2 - Batteries 8. 1 - Floating Hand Grip, 9. 1- Hero battery charger, 10. 1- LCD Touch Bac-pac. 11. 1 - Hero4 Black- Adventure. All of these items were purchased from GOPRO, I explained what I wanted to take photos of, and I purchased everything the sales rep recommended. On X-X-XXXX I returned the Hero 4 Black and the LCD Touch BacPak. It was not able to do what the sales rep said. GOPRO Gave me credit for the two Items. It was suggested that I try the Hero 4 Silver. So I purchased it. GOPRO offers a 30 day money back guarantee if you are not satisfied with your purchase. I questioned the sales rep about being able to return the accessories that I had previously purchased. Reason being that It would be past 30 days for the accessories. I would have returned the accessories and re purchased them with the hero 4 silver. The sales rep said that it was stupid to return the accessories, They would take them back after 30 days if I had to return the Hero 4 Silver, because I would have no use for them. On Sept 28, 2015 I requested 2 RMA's from GOPRO, I wanted to return everything. A woman by the name of ***** emailed me two RMA's. One was for, 1 - Hero4 Black- Adventure RMA # XXXXXX and another RMA # which was for following accessories. 1 1 - Red Dive filter for Standard housing. 2. 1 - pkg. anti fog inserts. 3. 1 - Head strap & quick clip. 4. 1- Suction Cup. 5. 1 - Protective lens & covers 6. 1- Tripod Mounts 7. 2 - Batteries 8. 1 - Floating Hand Grip 9. 1- Hero battery charger I shipped all the above back on 9-30-2015. It was received by GOPRO on 10-2-2015. I have receipt from USPS. On XX-X-XXXX I contacted GOPRO to see if I was issued credit. "Not yet" check back 10-9-2015. On XX-X-XXXX I contacted GOPRO again to see if credit was issued. Their reply was that it was still in the warehouse and not checked in yet. Today 10-12-2015. I called again, the Hero4 Silver RMA # XXXXXX is still in the warehouse. No credit yet. They said that they did send a refund for RMA# XXXXXX. They did not credit me for everything. I was suppose to get $313.61. They only credited me $186.05 for the total of the following. 1 - Head strap & quick clip $19.99 . 1 - Floating Hand Grip $29.99 . 1- Suction Cup $39.99 1 - Red Dive filter for Standard housing $69.99 1 - pkg. anti fog inserts $14.99, and $11.10 sales tax. I still need credit for . 1- Hero battery charger $49.99, 2 - Batteries $38.98, . 1- Tripod Mounts $9.99, 1 - Protective lens & covers $19.99 1 HERO4 Silver $399.99, and sales tax. I was told that they would get back to me with an answer about the credits due to me as soon as they know something. They just keep giving me a run around. I have copies of all receipts and all RMA's. I can send copies if you need them. Please see if there is anything you folks can do. They owe me a total of $561.94

Desired Settlement: I want the refund applied to my credit card.

Business Response: Initial Business Response /* (1000, 6, 2015/10/14) */ Hello, We're sincerely sorry to hear about the troubles you've experienced regarding your refund. We strive to ensure all outstanding refunds are resolved as quickly as possible. A Senior Supervisor will be reaching out to you shortly. Please look for an email and work directly with them to resolve the issue. Thank you for your continued patience and understanding. Regards, GoPro Support Initial Consumer Rebuttal /* (3000, 8, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yesterday I was contacted by a supervisor named *****. He assured me that I would be getting a full refund. Later that day I was sent a refund receipt in the amount of $437.99 RMA XXXXXX for the refund of the camera. On XX-XX-XX they sent me the same type of refund form for $186.05 RMA XXXXXX. I understand that it tales a while for my bank to credit my account. I am still waiting to receive acknowledgement that a refund for $127.56 will be applied to my credit card. I am waiting for a phone call from Jeremy. He said he would contact me today. Thanks ***** M. ******* Final Business Response /* (4000, 10, 2015/10/19) */ Hello, A Senior Supervisor has reached out and established what we're currently doing to address the situation. Everything is set to go on our end in regards to the $127.56 refund. We encourage the customer to reach out directly to the Support Case if they aren't seeing the refund for some reason. Many thanks, ***** Supervisor, GoPro Support Final Consumer Response /* (2000, 12, 2015/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have agreed to issue credit for the entire amount charged to my credit card. They have everything back. Time will tell if they live up to their promises

10/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: GoPro floaty backdoor disconnected from product, and tether to bodyboard mount ripped while surfing. My GoPro is lost, due to no fault of my own. I have the original GoPro Hero, and it was lost this morning (10/17/15) while surfing, due to GoPro brand accessories breaking. I purchased the GoPro and associated floaty backdoor and bodyboard mount in late May of this year. Within the first month of having the GoPro, I had to replace the floaty backdoor, due to the same situation as this morning. The floaty backdoor has an adhesive that attaches to the actual backdoor on the GoPro. The adhesive did not disconnect from the actual backdoor, but rather from the actual flotation device. At the time, back in the June time-frame, I took the floaty backdoor back, which that time I could recover, to the surf shop I bought it at, and they replaced it. However, the guys in the shop said that they had never seen this type of incident before. Fast forward to this morning, and I went under a wave, came up, and the floaty backdoor disconnected in the same way as before and floated away, unable to be recovered. The tether that connects from the bodyboard mount to the camera also ripped, causing the GoPro to be lost. Please keep in mind that the GoPro snaps into the bodyboard mount, also made by GoPro, and the GoPro came out of that too. Unfortunately, I spoke to a representative from GoPro this morning, and the best they can do is give me 40% off a new camera. This is discouraging to me, since there was no way for me to prevent this situation from happening. Effectively, all of the products used are lost, and I have been asked to replace them myself. I always took more than the necessary precautions to secure my GoPro, and I really hope this gets resolved soon.

Desired Settlement: I would like GoPro to provide a replacement original GoPro Hero camera, a 32 GB SD card, which was lost in the GoPro, the tether that connects to the bodyboard mount, and a floaty backdoor, all at no cost to me.

Business Response: Initial Business Response /* (1000, 5, 2015/10/19) */ Hi, Thanks for bringing this case to our attention. We never like to hear about lost or missing cameras, and while they are not covered under warranty, we definitely want to investigate all the details to see what we can do to help. One of our Representatives replied to this GoPro Support case two days ago, on the date this BBB case was created, seeking further information to see what we can do to assist beyond the 40% discount: a copy of the purchase receipt, and photos of where the camera was mounted. At this time we have yet to receive a reply from the customer with these details. A Supervisor will be reaching out shortly to request those details again, as they will help us get one step closer to the customers desired outcome. Many thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2015/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have a defective camera. Troubleshooting steps didn't work. Won't replace the camera, or fix my original camera. I have a GoPro camera that is defective. I was told to follow troubleshooting steps. None of those worked. I then searched through sites and forums. In doing so, i realized that there were MANY people who were having the same issues I was having with the camera. I reached out again about the issue. This time I actually had someone from support email me. We had gone back and forth about my issue. I wanted them to fix my camera. Never asked for a new one. I was told they would only replace it if it was under warranty. Well, it was a gift, I had no way to prove when it was bought. But it was ok if they didn't replace it, I just wanted them to fix this one. But that note was completely disregarded. Ignored to be more exact. I was never told whether that option was even possible or not. I was told it couldn't be replaced and that I could buy a new one with a 20% discount. Which I told them wasn't much of a discount and with this camera actually having a defect, I didn't think I should have to purchase a new one. Especially with a 'tax discount'. I just simply wanted this camera fixed. Finally I was offered another discount, but only if I didn't purchase a HERO camera. My request for fixing the one I have now is still being ignored, but an even bigger issue for me arises at this point. I am essentially accused of lying about reaching out. Because he couldn't find anything under that email account, he proceeded to tell me that because of the camera being 2 years old a resolution should have been made by now if I had reached out. I found this EXTREMELY disrespectful. I do realize that some people do try to take advantage, but you should never treat a customer as if that is what they are trying to do. It is very obvious if you research the problem I'm having with the HERO 3, I'm not the only one. Many people posting about their issues and how GoPro told them to do the same steps I did, but it didn't work. My only conclusion is that there are too many people with the very same issue for this not to be a defect. How they got away without a recall, I have no idea. I want this problem resolved. And I want it resolved without my integrity being questioned. I realize that my camera is 2 years old, but there are reasons why this problem has occurred more recently. Reasons being: I didn't get it right after it was purchased, I didn't use it right away upon receiving it. I didn't use it daily/weekly. I used it a total of 4 times and those times happened to be spaced out because I didn't have the opportunities to use it outside of those. It didn't even work correctly on the 4th use. You finally get an opportunity to use it for something these cameras were made for and it didn't even work. For a company to question me and my integrity. To accuse me of essentially lying. That is a bigger issue than them not fixing or replacing my camera. I mean the fact that my $400 piece of equipment doesn't work and didn't work past 4 uses, is ridiculous. The fact that this company doesn't have some sort of IT department that can't repair their camera is a problem. But above all of those things, the fact that a company would allow for their customer support to even think it would be ok for them to accuse a customer of not being truthful, that is probably their biggest problem.

Desired Settlement: I either want my camera to be repaired, or I want it to be replaced with a model comparable to what I have now.

Business Response: Initial Business Response /* (1000, 5, 2015/09/25) */ Hi, Thanks for bringing this issue to our attention. We regret to hear about any difficulty in receiving adequate assistance from GoPro Customer Support. Given the size and intricate design of our cameras, we do not offer a repair service as the cost and time of disassembling a camera and replacing a small component out weigh the costs of replacing a camera. When cameras are no longer under warranty a discount is a viable solution as a way of off setting potential repairs costs and giving the customer a fresh start with a new camera. A Supervisor has been made aware of this case and will be reaching out shortly. Many thanks, GoPro Support

9/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: After numbers contacts through Best Buy (*********,**) GO PRO HERO WARRANTY is completely being a huge hassle to even contact ANYONE to fix this. GO Pro water proof case failed to hold and my Hero 4 Go Pro fell to the bottom of the river. After numerous attempts to contact Go Pro and Best Buy to rectify this issue. Unable to even get ahold of a supervisor. very frustrating. A serial number is needed from best buy through Go Pro but Best Buy does NOT keep record of that sort of any serial number of products sold...This sound ridiculous. To jump through this many hoops to replace a $500 Go Pro that is under WARRANTY and have ZERO answers is ABSURD!!!! FIX THIS ISSUE ** this will have to go further. My business is in jeopardy. PLEASE CONTACT ME ASAP. BEST BUY nor GO PRO WILL GIVE ME AN ANSWER.

Desired Settlement: Please replace my Go Pro or a full refund so i may reluctantly purchase another Go Pro..it is the best product of its kind. Just do not want the hassle if this happen again

Business Response: Initial Business Response /* (1000, 5, 2015/09/14) */ Hi, We regret to hear about the lost GoPro camera and the difficulty contacting GoPro Support. We would be happy to help in any way we can and will research the issue with the customer. At this time we cannot find any GoPro Support case associated with the customer email or name provided in this BBB case. A Supervisor has been notified of this case and will be reaching out to the customer shortly. Many Thanks, GoPro Support

9/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Recently my camera encountered a problem that deems it incapable of any further use. Customer service was not competent in addressing my needs. As an aspiring professional photographer, I expect my investments to function when I need them to. I take excellent care of all my equipment, even if the product is advertised as an "extreme camera". Unfortunately, I recently went to use my GoPro Hero 3 Black Edition, a $350 investment not including the many accessories bought to accompany it, and to my surprise the camera was non-functional. The camera flashes a red light which is a common issue among these cameras. This light has been called the "red light of death," because of its common occurrence. GoPro has simply released a product they do not have the intelligence to keep up with. In response to this event, I called GoPro and opened a case with their customer service (CASE NUMBER: XXXXXXXX). I complied with all of their directions, and explained that the product was in fact out of warranty. However, this does not mean the product should go forgotten and the customer should be ignored. After a multiple e-mails with the GoPro Customer Service Representative ****** A., the only thing GoPro could offer was a 20% discount on the purchase of a new camera. I explained my disappointment in the following quoted e-mail to GoPro: "I purchased the camera via bestbuy's online shop. I don't believe I have the receipt any long since my e-mail automatically deletes e-mails as they get old. I've been offered this form of "plea deal" by GoPro before. This isn't my first encounter with GoPro's customer service policies. I feel that the product is almost "made to break" so that you have to replace it after a certain amount of time/use. This, however, is not what any consumer is planning on buying. The camera should simply be replaced or repaired at no cost to the consumers that have these faulty cameras. It's not the consumers fault GoPro hasn't caught up with its own technology yet. If there is no way to simply refund me my money, repair or replace my camera, I will contact the better business bureau and open a case against GoPro in hopes of seeing a change in these silly "20% off" policies. Why would I continue support of a company with a faulty product? The camera info is as follows: Hero 3 Black FCC ID: *********** IC: XXXXXA-******** Thanks. " I have yet to receive a response to my e-mail, which is why I am issuing this complaint. I will address what I am asking in compensation in the next prompt entitled "Please describe the resolution you are seeking from the business".

Desired Settlement: As a highly disappointed customer, I feel my product should be repaired or replaced at my convenience. It is not my fault the product broke, and GoPro should have issued a fix, or a recall when they started hearing of this product malfunction. In addition, I would like a sincere apology from GoPro for their ultimately rude customer service, and for ignoring my e-mail as a concerned customer. I expected more from a company like this.

Business Response: Initial Business Response /* (1000, 5, 2015/09/01) */ Hello, We're sincerely sorry to hear you are experiencing problems with your HERO3: Black Edition camera! Our main goal here is to ensure you get a new camera in your hands so you can continue capturing life's moments. Please understand that we do have strict policies put in place surrounding the 1 year warranty period. With that said we do treat each situation on a case to case basis and we'll do our best to provide you options. We'll have a Supervisor reach out shortly. They will be taking over your Support Case to ensure everything is taken care of from here on out. Please work with them directly. Many thanks, GoPro Support

9/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Complaint about the timeliness and communication of my hero4 silver replacement. Have requested a Manager or Supervisor contact me in regards to this. Re: GoPro: Return Auth. #RMA-XXXXXX /// Email Response from***** B "Thank you very much for letting me know. I'm sorry for any confusion about the housing; I just wanted to make sure we sent the two together rather than replacing the camera and then having to do another whole shipment to replace the housing. Thank you for setting up the shipment. Once it is received it will take about 3-5 business days to be processed and then we will send out the replacement housing and camera to you. Feel free to let me know if you have any other questions and I will be glad to help you out further. All the best, **** B. GoPro Support http://gopro.com/support ******************************* I had received an email confirmation from FedEx that the package was received at GoPro and was being processed. Again, after every conversation, customer service assured it would take no more than 8 days. I have now emailed And called the (800) number to check the status, and all I keep getting is the run around. Yesterday, the customer service rep started talking to me about a REFUND - I do not want a refund. I would like a functional, working replacement camera and housing sent back to me within the promised time frame. I do want a Supervisor or Manager to reach out to me, rather than me having to call them every day. Anyways, I still have no answer as to when my exchange will be processed - the last lady I spoke with, I will not use her name, was sweet but I need real answers and help - not an apology and a run around. Gopro is sending out new cameras by the second, and telling me "well, it looks like this one is out of stock and we don't have a time frame of when your camera will be replaced" doesn't really sit well with me. I heard the same thing when I preordered the new iPhone and it didn't show up until 4 months later. I'm not going to twiddle my thumbs for a month and hope you get some more replacements. This doesn't sit well at all, and that's why I'm finally here. I need help to resolve this issue promptly. It has been 9 days since you have received the item, well beyond the initial 3-5 days***** assured me. We are extremely loyal and loving to GoPro and this is very disheartening to see from your Customer Service team. And note, this camera was purchased through the gopro website and everything is good to go. They just don't have it in "stock." (This is for the Hero 4 Silver and the Housing Unit)

Desired Settlement: I would appreciate my exchange sent overnight (hero4 silver and housing unit) - if that one is not available at the time, you should be willing to offer your customers the next best option. Or expedite the issue.

Business Response: Initial Business Response /* (1000, 5, 2015/09/14) */ Hi, Thanks for bringing this case to our attention. We regret to hear about any delays and frustration caused during our warranty process. In reading over the BBB case, the descriptions provided do reflect the level of service that we strive to provide. A Supervisor has been notified of your case and is currently researching to understand what happened and what solutions we can provide. They will be reaching out to the customer shortly to try and resolve the situation promptly. Many thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2015/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Replacement Hero4 has been received. I will test the replacement camera and housing in the coming weeks, to ensure proper quality image and video. The Supervisors responded very quickly after I placed the claim, and kept good communication with myself. Thank you guys!

9/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Extreme Slow Process for Replacement Dear Sir/Madam, First of all, I'm based in *********, not ***, but I'm looking ways to contact GoPro Headquarters with regards to my unpleasant experience with your product as well as how your local support in handle my case. I found this link, thus writing it here. I purchased GoPro Hero 4 Silver on 26th of June with the expectation that I can bring the camera for my trip on 25th of July. However the set that I bought apparently affected by the "Muffled Helicopter" sound issue. Your local support acknowledge this as hardware defect and told me that they are actually trying to collect affected device.(well, thanks for letting your customer to find out by themself, and hoping they are not aware of this defect). I raised a case to local gopro support on 6th of July, and received by your staff. They raised RMA-NLXXXXX which I have to sent the item back. July 15th, I received the replacement camera, however it's still affected by the same issue, and acknowledged by your staff after I sent the sample recording. I contacted your support using the same case reference, one of your staff politely told me he will give me a new RMA, but until a week after, nothing came. Reached your support a week after, and finally they provided me with new RMA-NLXXXXX, and also gave me a heads up that this issue will be handled by GoPro Headquarter as this is my second replacement (thus I'm contacting you). This means that I will be going on my trip without camera. I immediately sent my item on July 20th, and from my tracking number is that the item has delivered to GoPro warehouse in ********* on July 21st. Till date, when I asked support on the status of my case, they said that GoPro has not received my item, and asked me to wait for another week. This is sounds a bit weird that the broken camera sits in your warehouse for one week? Could you assist on this? I have provided all the receipt on one of my email communication with your support. here's the ref ref:_************************* #RMA-NLXXXXX #RMA-NLXXXXX I can't afford of not having camera on my trip in 2 weeks, and as of today, the reply that I have received from your support are only "thanks for your patient" Thanks and best regards, ****

Desired Settlement: Please expedite the replacement process. And send the working item instead of a defective item.

Business Response: Initial Business Response /* (1000, 5, 2015/07/30) */ Hello, We are sorry to hear about your recent support experience. A GoPro Support Supervisor will be looking into it and will contact you via the existing support case. We look forward to resolving these issues and providing you with the world class support we are best known for. Many thanks, GoPro Support Team Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi GoPro, Today August 3rd,2015 , someone from fedex came to my house and delivered an item from GoPro USA. Exporter: Contact Name: ***** *** Telephone No.: XXXXXXXXXX e-mail: *****@gopro.com Company Name/Address GoPro **************************** XXXXX However when I opened the "crushed" box, I see there's a USED GoPro Hero 3+, and there's a sticker on it as a prove that this camera belongs to somebody else. (For your information, my camera is GoPro Hero 4 Silver) There's mis-handling happened from your end. And now somebody's camera is on my hand, I believe mine is on somebody else's hand now. I have gone on a trip without having a camera on July 25th, 2015, and I have another trip in 1 week time. I am asking that you send me the RIGHT camera with FULLY WORKING condition BEFORE my trip in one week. Else, send me the "Loan" unit which match with my camera specification from local warehouse in Singapore so that at least I can have camera this time. It is pretty clear that you are having issue with your process in handling warranty claim. Please sort this out. Thanks and best regards, **** Final Business Response /* (4000, 15, 2015/08/21) */ A Product Specialist is working with the customer to come up with solutions for his particular issue. As the issue they are experiencing stems from a unique use-case, we are offering creative solutions (including courtesy products) to alleviate the problem. The camera which was received by the customer was tested by our Product Specialist and was found be within tolerance in regards to the audio issue the customer is facing. We are working to get the customer a camera which exceeds our tolerances, as this may help with his particular use-case. We look forward to providing the customer with support and product(s) that will allow them to get the most of their GoPro camera in this specific use-case. Many thanks, GoPro Support Team Final Consumer Response /* (2000, 17, 2015/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have yet to received the items on hand and currently overseas. However I'm good with the proposed resolution, GoPro has informed me that they have shipped the replacement yesterdya. Look forward to have a good working set.

9/3/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: the devices do not work. you can check every single review to see the same problems of out of the box not charging or not turning off or on. it has never worked. I have only been able to get it to charge twice and that lesat to the battery drainining to nothing able to charge whenterh its been useed or not. it does not charge its battery and then forces youto try a new battery which also does not charge

Desired Settlement: product does not charge, turn off or turn on. occasiaoanly it will work but this is a very rare occasion and I am not the only one. every review says the exact same problem. they need to be delisted and reviewed as a functional american company.

Business Response: Initial Business Response /* (1000, 5, 2015/08/18) */ Hello, We're sincerely sorry to hear you are experiencing issues with your GoPro camera. Based on your description it sounds like we may be able to fix the problem with some troubleshooting. Our main goal is to ensure you have a camera that works every time you need it to. A Supervisor will be reaching out to you shortly to troubleshoot the issues you're seeing and offer solutions if the camera still will not perform as expected. Please work directly with them to reach this resolution. Many thanks, GoPro Support

8/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have a Hero3 that just quit working after I hadn't used it in a while. Was trying to get a replacement since I found out a know issue without a fix I received a GoPro Hero3 – my 2nd one either for my birthday or Christmas. I’ll be honest I don’t remember. My first one stopped working and that was my fault. I don't use the camera that often, so it came as a huge surprise when I tried to charge the battery and realize it wouldn't charge up anymore. I then had to take up numerous hours of time trying to figure out a way to fix it. I was shocked to see how many people had the same issue and even that the GoPro.com website admitted there as an issue with the camera and there was no fix for it. I emailed customer support and explained the issue to which I got an email back saying sorry, but we can offer you an 20% discount on a new camera since you don't have a receipt and the camera isn't under warranty. It really angered my that they acted like they were doing me a huge favor by offering me a 20% discount on a new camera. I told Customer Support I was not happy with that response and so a supervisor offered my a 40% discount to which I haven't responded. I don't want to go back and forth with Customer Support so I decided that I would see if there was a better way to handle it. I thought letting the BBB know about the faulty equipment and lack of support from the company to fix known issues would be the best way to handle the situation. Maybe this complaint will allow others to see they are not the only ones with the issues and they GoPro should take care of their loyal customers instead of trying to maximize profits.

Desired Settlement: The only resolution is a replacement camera that isn't faulty. Discounts on new cameras only insults my intelligence and character. The GoPro customer support makes me feel like they think I'm trying to cheat them.

Business Response: Initial Business Response /* (1000, 5, 2015/08/19) */ Hi, Thanks for bringing this case to our attention. We regret to hear about any frustration caused in reaching out to GoPro Support. A Supervisor has been notified of this case and will be reaching out to the customer shortly. We can see that previously a Supervisor did reach out and try to reconcile the situation by making an exception and offering our largest discount available of 40% and did not receive a reply back to the offer. For all out of warranty cameras, or situations, we do try our best to help out and have discounts available as a way of meeting our customers in the middle where an outright replacement is not possible. Your case will be reviewed and a followup email from another supervisor will be sent shortly. Many thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the offer from GoPro. They were understanding of my complaint and resolved it to my satisfaction.

8/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: see Attached document
Click here to Get the File - use the Password: 2008AD40
https://bluecomplaints.bbb.org/attachment/?c=10740084

Desired Settlement: DesiredSettlementID: Other (requires explanation) see Attached document

Business Response: Initial Business Response /* (1000, 5, 2015/08/07) */ Hello, We are sorry to hear of your GoPro Support experience. A Support Supervisor from our team will be looking into your existing GoPro Support case, and will be reaching out to you through it. We look forward to resolving any issues and providing you with the high level of service we are known for. Many thanks, GoPro Support Team Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since submitting a complaint to BBB there has been no communication from GoPro to me. The above response mirrors what I was told prior to making a complaint. While they make it sound as if they are trying, they were never, ever able to make their products work and went so far as to say three of the four devices were defective. Because they claimed them to be defective I was encouraged to purchase new product. That product did not work satisfactory and I did receive a refund for it. The fact remains that I do not have a working camera. In good faith I sent back a working camera for credit, but now lack a working camera. Final Business Response /* (4000, 9, 2015/08/15) */ We sincerely apologize for the delay in communication. A Support Supervisor is now in contact with the customer and is working with them to ensure their satisfaction in the matter is met. We were informed by the customer on the 13th of August that they would be traveling, and that we could expect a delay on further communication. We look forward to their return and working together to resolve any and all concerns. Final Consumer Response /* (2000, 11, 2015/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Initial response seems to be very reasonable but I would like this to play out before closing.

8/18/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I never received my product - I finally received a refund after numerous phone calls. At the beginning of June I ordered a Gopro with accessories to the tune of $625.00. I previously purchased an older model for my daughter through Amazon and that transaction was hassle free a few years ago. I never received the camera so I called them toward the end of June. A customer service rep said that "THEY" inadvertently cancelled my order but would ship it out right away 2 day delivery at their expense. I told her that I was going to Daytona Beach for a week and I would be leaving on the 4th of July, would I have it by then? She assured me several times that I would have it. I told her I had a couple of vacations that I was going on and that was the entire purpose of my purchase. The 4th came and went - no camera, no call from customer service - no memories captured!! When I returned on the 11th I called and GOPRO customer service said call fedex, we sent it. I called fedex (which I kinda felt was gopro's responsibility) and they said that GOPRO called them and changed the delivery address. I asked to what address (as I only have one) and they said they could not tell me because of privacy reasons - they could only tell the shipper (gopro) because the request was made by them. So, I called GOPRO back and as much as the customer service rep tried to convince me that this was not their problem and they would not have changed the address I somehow convinced him to call fedex. (by the way, GoPro said that the only way that they would change information from the shipper was to ask them verifying questions that only the company would know - which makes sense or there would be all kinds of fraud)! The rep from GoPro said he would call me right back. Ha ha - he didn't. So, I placed yet another call to them only for the new rep to tell me that they would research it and that they would "probably" send me a new product or possibly refund my money. My response was "probably?" you have to do one of those two things there is no choice! You cannot NOT give me the product and NOT give me my money back! My only real response was it was being researched and research takes time. So, I asked for them to simply refund my money since I initially ordered this at the beginning of June and it is now mid-July! Legally - I believe, they are not allowed to keep my funds like that. All of my speech resulted in NADA - just that they are researching it and until this is done I'm pretty much out of luck! I called again and explained that I was leaving for the Florida Keys on the 18th and I needed a resolution. If they would just refund my money I would go to Best Buy and buy the camera directly! Nope, the research was not complete. I asked the girl rep to please put me on hold and get a supervisor - after her telling me several times that there is nothing that can be done until the research was done - I asked her to please be a hero and do the right thing for the customer, I begged her to take a little ownership and to SIMPLY HAVE A SUPERVISOR CONTACT ME! Yay, it worked. A supervisor called and apologized (which was nice but did not resolve my problem) . We are two days from the 18th and he said that they would be refunding my money or overnighting my camera so that I would have it for my trip. NOPE! No camera came, no refund came - and abolutely no ownership from ANYONE FROM GOPRO to help resolve my problem! Another vacation NOT CAPTURED! I am livid. During my vacation I got an email that said we will refund your money but it will take a few days. It was like - you already ruined my vacation and now you send me this email to rub more salt in my wounds while I am on vacation! Are you kidding???? My money is finally back in my account. My vacations were not captured, nobody from gopro cared or stepped up to the plate. It is a shame that you guys are the only ones that have this product because there are no other options - but someday there will be! Shame on you for such poor service!

Desired Settlement: During my entire DEPLORABLE experience not one of the many reps that I dealt with offered me anything - not even a timely resolution. They only said that they MAY give me my product or my money -which you had to do legally! Minimally, I feel that after all of my time, all of my effort, all of my frustration and your contribution to ruining memories shared on my vacations that you guys should offer me the product at a discounted price - or send me a coupon so that I can purchase this at a store that cares a little about their customer and their reputation. If I charged you for all of my time I would be getting it for free! If you do not give me a discount or a coupon of some sort, don't worry - it would align with the experiences we shared together since the beginning of June! I can't wait to see what happens next! Sincerely....

Business Response: Initial Business Response /* (1000, 5, 2015/07/31) */ Hi, Thanks for bringing this issue to our attention. We regret to hear about the difficult experience purchasing from GoPro directly and definitely want to help out as best we can. While we do not have the ability to provide discounts or coupons for brick and mortar stores, we do want to try and help out as best we can and provide some kind of solution. A Supervisor in Support has been notified of this BBB case and will be reaching out to the customer promptly. Many thanks, GoPro Support

8/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased GoPro new from manufacturer and have had nothing but problems with unit. Tried contacting customer support, no response at all. I purchased a new CHDHX-301 GoPro Hero3 Black Edition directly from gopro.com December 26th 2012 for $409.94, SN HD3BBXXX XXXXXXA. Upon receiving unit I had to perform updates to the firmware. The camera has got little to no use due to NO SD or intermittent issues with the video starting and stopping randomly. I have tried all the suggested fixes via their website and the internet, software updates, different SD cards, formatting, etc. Really frustrated a $400 camera is sitting around collecting dust. It now never works and always displays SD card problems or video issues. I contacted customer support on X-XX-XXXX and also X-XX-XXXX via email. I also tried calling on X-XX-XXXX @ 1:48PM, on phone for 9 minutes 34 seconds with no response. I pressed 1 to have them call me back and keep my place in line and still no response via email or phone, really poor business practice. Case #XXXXXXXX

Desired Settlement: The GoPro Hero3+ was released shortly after mine was purchased. Because various updates and formatting resolutions have not worked I am beginning to think this is a hardware issue. I assume the camera is out of warranty and I should have contacted before now but being an Electronic Engineer I assumed I could fix the issues with updates and customer support. This seems to be a problem that not only I have, some get it fixed easily, others never do. I would like to think being a company that is used by so many media outlets that I could get a new camera that I could actually use without constant problems. I do not want to have to pay for repairs on a camera that has so many issues and never worked right directly from the MFG. If I cannot get resolution through GoPro I will be forced to seek other products and MFG but wish to give GoPro a chance to make things right. They have a great product but known issues seem to not be taken care of in a timely manner or taken as a serious matter.

Business Response: Initial Business Response /* (1000, 5, 2015/07/30) */ Hi, Thanks for bringing this case to our attention. We regret to hear about the issues experienced with the HERO3 camera and want to do everything we can to help out in a timely fashion. Additionally we would like to apologize for any delays in responding to your GoPro case via GoPro Support. Our Support Team has been working incredibly hard to keep up with customer inquiries and two recent product launches. A Supervisor has been made aware of this BBB case and will be reaching out to try and resolve the issue. Many thanks, GoPro Support

7/25/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I bought a go pro hero from B&Hphoto. It quit working within one month. B&hphoto said to contact gopro and I did. They promised a replacement. none . gopro 001.jpg

Desired Settlement: just a replacement.

Business Response: Initial Business Response /* (1000, 5, 2015/07/22) */ Hi, We're sorry to hear about the miscommunication regarding your GoPro camera replacement. Reviewing your case with GoPro Support we see that after troubleshooting we did offer to exchange your camera under warranty and sent you an email on 4/3/15 requesting information necessary to begin the replacement process. We did not receive a reply from you after that email was sent. It seems the email might have gone into a spam folder and you might not of seen it. We would be happy to help complete the warranty process. Please reply to the last email you received from GoPro Support when you get a chance. Additionally, we will have a Supervisor from GoPro Support reach out to you shortly. Many Thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2015/07/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) The offer was all I was asking for. And I thank BBB for helping me resovlve this issue.

7/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I first attempted to contact Gopro about 10-12 days, for a defect. Took days to get a response and no solution offered. The usb conector stopped working on the camera. Everythig else is working, but I cannot charge, or view files through the port. Somehow it just stopped working, so I attempted to contact them. After several days I get response, but no solution. I explain what is happening and still no solution, other than implying they would replace the whole camera if it is under warranty. I do not know what the warranty period is, but the camera is older than 1 year, if that is the "period". Since it is functioning ok, except for the connector, it should be as simple as sending the camera in and getting that part fixed. Probably soldering joint, or something that shouldn't make me purchase a new $500 camera. I am now waiting after three days to hear back after I sent photos, that show nothing and gave teh serial etc. All the things they asked for, before giving me a suggested fix. The turn around for getting info is entirely too long. they are a multiBILLION dollar company and I should not have to wait three weeks to get a solution to the problem, so I can get the equipment fixed.

Desired Settlement: Fix the camera for a reasonable price. Give me options to get it fixed. Having to buy a replacement camera for $500 is not a acceptable "fix" for something that still works, except for a connector.

Business Response: Initial Business Response /* (1000, 5, 2015/06/29) */ Hello, We are sincerely sorry to hear about the issues you are experiencing with your GoPro camera! Our main goal here is to ensure we explore all possibilities to ensure you have a working camera where you can go on capturing life's moments. We've referenced the existing Support Case you have with us and it appears we are moving to a resolution. The Representative who you are working with is one of our Subject Matter Experts so you are in very capable hands. Please work with them to reach a resolution. They will be reaching out again shortly. Best regards, GoPro Support Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) What does "moving to a resolution" mean when I haven't gotten any response for several days. I need to know how to fix my issue. I am not asking for a brand new camera. I will pay to have it fixed, but if it needs a complete replacement to fix it. There should be a discount of some kind. Otherwise, these are disposable and that will be taken into account the next time I consider paying $399 and $499 for a disposable camera. I now see your new camera offers less, for the same price, AND you need a remote, or smart phone to operate, which makes them even MORE expensive. - I just want my cameras to get fixed at a reasonable price, in a timely manner. Final Business Response /* (4000, 9, 2015/07/10) */ Hello, We're currently working directly with this customer to reach a resolution. There have been more variables introduced but we are moving forward with replacement and discount. Please do keep in mind we do not have any type of repair facility or program so this is not an option. The customer is currently checking to see if another camera is experiencing issues before ultimately following the process we've outlined. Regards, GoPro Support

7/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: This is a camera replaced under warranty, which functioned normally for six months. Now I'm in the warranty que-line again! The battery will no longer charge. Since I have two batteries, they cannot both be defective? The red light comes on to indicate charging, but the battery remains dead. It therefore cannot be connected to the GoPro software on my computer to check for updates, or fixes. Camera received about Nov 20/14 from GoPro warranty distribution. Its been a troublesome unit from it's first time used. It is difficult to connect to my remote control, again a GoPro device. It has a tendency to hang, requiring the battery to be removed to reset. An e-mail from a GoPro minion follows: Case #xxxxxx66 (Subject: Camera battery does not charge) has been created to track your inquiry. If you have any additional details or questions related to this inquiry, simply reply to this email and your message will be attached to this case (#xxxxxxxx). We are currently receiving a higher than normal number of contacts. We appreciate your patience and a GoPro Customer Support team member will be responding to you by email as soon as possible. Our apologies for our delayed response. Many Thanks, GoPro Support This means loss of another riding video season as it will take weeks to resolve. GoPro, here's another unhappy ex-customer.

Desired Settlement: A replacement without further adieu, and weeks of e-mail trying to get me to fix their problem. A refund of my cost for the original that failed within a few months, causing me to loose the fall season of 2014 video captures.

Business Response: Initial Business Response /* (1000, 5, 2015/07/16) */ Hello, We apologize for any inconvenience or frustration you have experienced. A GoPro Customer Support Supervisor will be reviewing your case and will contact you via the existing GoPro support case. We thank you for your patience and look forward to resolving this issue. Many thanks, GoPro Support Team Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) GoPro started with a niche product that caught on, making the developer a millionaire. Now they have expanded beyond their ability to maintain quality products, by trying to please every small segment of available markets. I am fed up with the lack of quality product, and the lack of service to repair or replace defective goods. I've spent a lifetime with an American product made in Wisconsin that knows what defect will show up long before any consumer finds it, and is ready to look after that consumer immediately. If GoPro can't do that, they don't deserve our business. Since dealing with GoPro I have registered three separate cameras. The first, a GoPro HD, still has partial function, but no offer of repair of service when I complained about the functional deficits. My registrations with the same e-mail address, and info have been lost in their database every time. Again, there is no record of my existence in their service section. I do, however receive e-mail advertising of their "new, exciting," but overpriced products, and the weekly video, picture accolades. I will be satisfied when the camera is replaced. Final Business Response /* (4000, 9, 2015/07/22) */ Hello, Let's cover a couple items referenced in the most recent inquiry. First, while we certainly did start as a niche product, we've only ramped up our quality processes with each respective camera release. Our main goal here is to take every measure to ensure the customer have a working camera so they can continue to capture life's moments. Quality is a priority and we stand behind our product. Registration of the camera is simply a way to update it to the most recent software. There is a check box during this update that allows the customer to sign up for our Newsletter. This is an election and the customer can always unsubscribe if they would like to. A Senior Supervisor has already reached out to this customer on July 17th outlining how we can help. We look forward to hearing back from them soon so we can move towards a resolution. Please note the above customers e-mail address was used but the message may have been sorted to the Spam Folder. Many thanks, GoPro Support Final Consumer Response /* (2000, 11, 2015/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although their solution is somewhat less than desired, it will resolve the immediate need. I have received a shipping label, and RMA number, so will be sending my non-functional camera back immediately. They talk about registering, and upgrades to software. Three times I have registered, three times my info has been lost or deleted. However, new release news, and video accolades arrive regularly in my e-mail. Just one more dent in customer service. Thank you BBB for valuable help to reach an agreement.

7/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Brand new HERO4 Silver camera is defective. Company is not helping in a timely manner We bought a brand new HERO4 Silver camera for over $400.00 from a retail store. The camera doesn't work. It will not turn on at all. We've been unable to use this camera once. We've troubleshooted the camera, tried another fully charged battery but nothing works. We called the company about the problem but they are unwilling to help in a timely manner. We have a wedding this weekend that we intended to use the camera to film but this company has already told us it would take 2 or more weeks for a replacement to arrive. Apparently they require we ship back the camera and must receive it before even considering shipping a replacement out. Apparently the customer doesn't come first. They come last.

Desired Settlement: We would like a brand new replacement camera sent out immediately so we have it in plenty of time to check to make sure it works and use to film the wedding this weekend.

Business Response: Initial Business Response /* (1000, 5, 2015/07/09) */ Hello ****, We are sorry to hear about the recent less than satisfactory experience. A GoPro Customer Support Supervisor is looking into your case, and will be following up with you shortly. We look forward to providing you with the high level of support that GoPro is known for! Many thanks, GoPro Support Team Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is very disappointing to say the least. We paid a lot of money for this camera, it's never worked and then GoPro treat us like dirt and expect us to jump through time consuming hoops just to get a new working camera. They don't care about the inconvenience this has and is causing by not having a working camera and have gone out of their way to be difficult. Final Business Response /* (4000, 9, 2015/07/17) */ A Supervisor from our Customer Support department has contacted the customer via email, and has presented multiple solutions to expedite a warranty replacement. These options have included: cross-shipping (sending a replacement in advance of receiving the defective unit) while using an expedited shipping method, and exchanging locally where purchased (possibly the fastest method). These solutions are within the scope of our warranty and provide every expedited option we have available. At this time, the customer has not accepted any of these solutions, and has only expressed interest in speaking with a Supervisor via phone. To fulfill this request, a Supervisor's number and hours has been communicated to the customer to contact us at his convenience, as he would not provide a phone number upon request. We look forward to reaching a resolution with the customer once they are able to make contact with us via phone. Final Consumer Response /* (4200, 11, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company's response to nothing but lies. I work 6 days a week and cannot be reached by phone. When I do call the number provided, nobody answers. I've tried calling over a dozen times. That is why they don't have a number to reach me during business hours and this has been explained to them multiple times. Their clams to have presented multiple solutions is also a lie. All they've done is sent emails with phone numbers to call them but they don't answer. They are making things up as they go and I still have a broken camera. They are rude and horrible at their job.

6/30/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I have been trying to resolve my camera issue for almost 2 weeks and still have not been able to resolve. I reveived the camera as a gift. I received the camera as a gift and it has not worked from the start. I have done and tried everything they have asked and still has not been able to function at all. I contact them and get no response. The camera go through a few modes but freezes up and they told me to try a new memory card from their list. This did not work either.

Desired Settlement: I would like my camera replaced with one that is working.

Business Response: Initial Business Response /* (1000, 5, 2015/06/12) */ Hello, We're sincerely sorry to hear about the issues you are experiencing with your HERO4 Black. Our main goal is to diagnose what may be going wrong and to replace the camera with a new fully tested unit if need be. A Supervisor will be taking over your current Support Case and reaching out to you shortly. They will ensure everything is taken care of in an efficient manner. Please work with them from here on out. Thank you for your patience and understanding. Regards, GoPro Support

5/25/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Camera in mint condition will not turn on. After speaking with a Support technician we were unable to resolve the issue. Company won't replace camera Camera has failed to work with a full charge in the battery and battery-pac. Attempted troubleshooting issues via phone with GoPro Support ending in no resolution. I would like the company to stand behind it's product and replace the defective camera. The Camera was purchased late 2013 through the Navy Exchange online.

Desired Settlement: Replacement of camera, GoPro Hero3 Black edition

Business Response: Initial Business Response /* (1000, 5, 2015/05/07) */ Hello, We're sincerely sorry to hear about the issues you are currently experiencing with your HERO3: Black Edition camera. Our main goal is to ensure you have a working camera to continue capturing life's moments previously unable to be captured. A Senior Supervisor will be reaching out to you shortly to take over the already started Support Case. Please work with them towards a resolution. Thank you for your continued patience and understanding. Many thanks, GoPro Support

5/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Go Pro 3 black wont turn on The camera won't turn on after firmware update. Customer support with name **** refused to even take the camera to their service center for an estimate. They only offered 20% for the the camera which I don't want. If I have to buy a new camera it won't be a Go Pro any more. Too many problems with their products and support is big zero. If they are not sure about the stability of the firmware update they shouldn't be providing it to the public for free.

Desired Settlement: Since the failed firmware update is a factory problem they should fix the camera for free or replace it with another working one

Business Response: Initial Business Response /* (1000, 5, 2015/04/16) */ Hello, We're sincerely sorry to hear that you are having issues with your HERO3 Black Edition camera. It certainly appears you've had a negative initial experience with our Support Team. Our main goal is to ensure that you are taken care of while still within our policies. A Senior Supervisor will be reaching out to you shortly to work directly with you to help from here on out. Please look for an e-mail shortly and work directly with them to resolve everything. Thank you so much for your understanding and patience. Regards, GoPro Support Initial Consumer Rebuttal /* (3000, 7, 2015/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one has contacted me in the last 5 days. It looks like they are trying to buy some time hoping the case will be close by it self. Nothing unexpected from Gopro! Final Business Response /* (4000, 9, 2015/04/27) */ Hello, We reached out to ******* via e-mail on April 17th and hadn't heard anything from him until this latest update. We just made contact over the phone and re sent the e-mail that was previously sent. He has received the e-mail and will be replying with the information requested. We are working towards a resolution and now have an open line of communication via e-mail. Thanks, GoPro Support Final Consumer Response /* (2000, 11, 2015/05/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Problem solved. Thank you for great customer support.

4/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Gopro Hero 3+ Silver frozen, gopro will not replace or repair my camera although they have issued a public apology for this issue. Bought a gopro Hero3+Silver in Nov 2013, ever since I first used it would freeze randomly as I have since discovered so many others have complained of, however until recently I was able to remove battery & get it to hard reset. Now it's frozen solid; after trying everything recommended on gopro troubleshooting & spending a good deal of time on the phone with gopro customer service they are telling me that my camera is damaged from "underuse"; seriously? My camera is otherwise in pristine condition; I have taken immaculate care of this camera only to experience many issues from the start. Now that my camera is out the 12 month warranty period, the only resolution gopro has offered me is a modest discount on a brand new camera from their website only (which by the way is significantly more expensive than the price I originally paid at Sam's Club). After some research I have discovered that this is a widespread problem with this generation of gopro camera, however gopro has failed to recall or fix the issue. They do not even have a repair option. The CEO of the company has issued an apology for this obvious firmware error, however the company has failed to do the right thing in many faulty camera incidents, myself included. A modest discount on a brand new camera is unacceptable; I paid big bucks for a working camera which I didn't receive from the start.

Desired Settlement: I would like a replacement or reparied camera as this issue clearly lies at company fault. The customer service technician told me that they do not even have a repair department, which seems strange in itself.

Business Response: Initial Business Response /* (1000, 5, 2015/04/02) */ Hi ******, Thank you for bringing your Customer Support experience to our attention. We do our best to provide assistance to all of our customers and regret to hear that you have experienced so much frustration. I can see that your GoPro Support case is currently on its way towards a resolution, with one of our Representatives facilitating a warranty exchange for your current camera. We hope to get you back up and running with a replacement camera and are happy to answer any questions or concerns through your on going GoPro Support case. Many thanks, GoPro Support Initial Consumer Rebuttal /* (3000, 7, 2015/04/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received a return authorization, however I received no instructions on where to mail my old camera. I have tried to contact gopro via email with no success so far. Final Business Response /* (4000, 9, 2015/04/13) */ Hi ******, Thank you for bringing the issue with your RMA instructions to our attention. We regret to hear that you did not receive them via email, and that your replacement process was delayed. We did attempt to email out the needed instructions on 4/10 and to clear up any confusion, a Supervisor from Customer Support has reached out via phone. We definitely make sure you have everything you need to move forward with the replacement process. We want to get your camera replaced as quickly as possible and are happy to address any issues or concerns via your ongoing case. Many thanks, Customer Support

4/13/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Their GoPro Hero 2 product has gone defective on me, and is damaging other equipment of mine due to a forced Firmware update instructed by GoPro. My camera was starting to fail, I had no idea why, the go pro hd hero 2. I called go pro and told them this, I added that my SD cards were getting corrupted ($300 a piece SD cards keep in mind) and that I wasn't sure if it was the SD cards, or the camera. I also notified them that the battery cap in the back was worn out and kept falling off from "natural" causes so to speak, the camera would heat up, and the plastic would lose it's rigidity and then the batter would come lose and cause the camera to stop recording, oh and the cap doesn't go back on the back of the camera anymore. After notifying them of this, they suggested reformatting the SD card, which I did every way you could, I was only told and instructed to do things that would suggest everything but the camera was at fault, me, my SD card, firmware etc. Then I was told to update then firmware, by this point, I had decided to get a new SD card, exact same of the one I was using currently. I update the firmware, which I had asked why do this because my camera doesn't have any of the extended features of newer cameras, and I was told that this would help with my card/camera issue. Didn't make sense but proceeded to download the firmware and update it from their website directly as instructed. From here on, I have two $300 SD cards, one which was destroyed a second time, and another on its way due to the firmware stopping recordings abruptly corrupting data onboard and ultimately destroying the cards readability and longevity, the recording times for the written files on the cards have been reduced to 17 minutes and 41 seconds from 34 minutes and 42 seconds, causing a much greater amount of writes of new folders and files on the SD card only to fail and stop recording inside the camera when 17 minutes elapsed to write another directory file for the next 17 minutes on my SD card. I explained this to GoPro customer support, and they refused to replace the camera in a nutshell, even though their firmware updates recently are known especially now, to be causing the destruction of cameras and attached equipment alike. This was when the camera was in warranty, and it's not and I have since seen another case that was almost identical to mine, handled by the Better Business Bureau, and am hoping the BBB can help me get this resolved so I can continue to have a working security camera and ultimately some peace of mind.

Desired Settlement: I would like an actual brand new GoPro HD Hero 2 to replace this defective and destructive one, same as my camera but an actual NEW NON-UPDATED (firmware) camera, so I can further troubleshoot and diagnose the problem and hopefully solve this issue for myself and apparently, many many others. I want to try and test my new SD card in an new camera to identify the problem on top of have a working security camera. I could go on about this, so maybe a phone call would be better after submitting the file.

Business Response: Initial Business Response /* (1000, 5, 2013/12/13) */ Hi **********, We are truly sorry to hear of any trouble experienced with the camera and SD cards. It certainly sounds like you have exhausted many of the normal troubleshooting techniques, and so we have asked a supervisor to work with you to sort this out as this is not a typical experience. We weren't able to locate a support under your name or email address, but have just created one for you and have reached out. From what we can see in the new support case the two of you have already connected and we trust will be resolved appropriately. Our apologies for any inconvenience or frustration endured. Many Thanks, GoPro Support Initial Consumer Rebuttal /* (3000, 14, 2015/03/30) */ And I remember replying numerous times saying it wasn't resolved, and constantly asking BBB what was going on, so.... what happened exactly and, well... Final Business Response /* (4000, 16, 2015/04/01) */ Hello, The customer was contacted on 12/12/2013 and BBB was later updated on 12/13/2013. One of our Supervisors was working with the customer up until 12/21/2013 when the our last e-mail response was sent. We have heard nothing from the customer since and BBB was not updated until 3/30/2015. Unfortunately the customer is now even further out of warranty, was never able to provide a receipt of purchase (something we require for replacement), and ultimately was using incompatible SD cards with his HERO2 camera. While we cannot replace the HERO2 under warranty we can certainly help out with a discount towards the purchase of a newer model camera. Our Senior Supervisor will be reaching out to this customer shortly to present our options at this time. Regards, GoPro Support

4/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Late delivery, Faulty camera, Poor customer service, no form of compassion. no willingness to honour the grief this has course Oct 19th I placed an order for my GoPro Hero4 Oct 30th, I received confirmation GoPro has been shipped. In between 19th-30th i contacted GoPro to find out where my order was. Nov 3rd, I received an email for a complimentary gift after finding out my GoPro Nov 3rd, I received an email after speaking with GoPro to be honoured with a complimentary gift (this I am still awaiting to receive in full). Nov 11th, I received an email for my address to receive my complimentary gift (which they should already have) In between 3rd-11th I received my GoPro. Nov 15th, I reply. Nov 17th, I receive email that a request for my complimentary gift has been shipped & ill be informed of tracking number. Nov 20th, I am requested to send them a new address to forward item as it did not come in full & i was due to be leaving the country for the start of my travels. ****** Nov 25, I find out my GoPro is faulty. Nov 26th, I inform GoPro of my disappointment that i have received a faulty product late & receive one back asking to return my GoPro but they only have a free EU Postage service. Nov 27th, I request to be passed to a manager for further consideration in regard to my dealing with GoPro. Dec 2nd, I have to contact GoPro again to find out when I will hear back from a manager. Dec 4th, I have to chase this up as I still haven't had any contact. Dec 5th, I make contact again for an update. Dec 10th, I finally get contact from the Supervisor of Customer support team Paulo C. I am told less 1% are found to be faulty, I am told to do an update on this for troubleshooting reason. This didn't work & I am told that a recap of my case will be handled so my complaint can be resolved as painlessly as possible. Dec 12th, I reply to GoPro that I am glad to finally be in contact & informing them I purchased items before finding out my GoPro was faulty which I had to return incurring a cost on my behalf as well as my time (whilst on my travels). Dec 17th, I receive an email back only honouring that i have a fixed address, I reply asking for my previous questions to be answered as it was looked over. Dec 18th, I receive one back that he misunderstood my email but still didn't answer the questions & offered me a complimentary gift for under £20. Dec 20th, I replied that I am not happy with the service as I purchased the GoPro from money my grandfather left me when passing away & 2months on still I haven't had any use from my product that which was purchased to capture my traveling experience. So i asked to be honoured with a 2nd GoPro to make up for this. Dec 30th, I receive another back that my request is not feasible however an offer for a mount at £20 still stands. Jan 1st, I reply that i am finding the situation frustrating & request to be passed ** someone higher but i am passed **** to who I originally was in contact with on the customer service team. Since then I have been back & forth with emails as my GoPro was returned but has gone missing in the post. An unfortunate situation after requesting a 2nd GoPro. ***** C. is now not making contact with me after asking for questioned to be answered & my situation to be honour as this is a sentiment experience to & its now 4mnths since I purchased.

Desired Settlement: As its 4mnths on i would like GoPro to honour me with items i returned in Dubai which incurred financial cost on me as well as my time & missed memorable experiences which was my reason for purchasing a GoPro.

Business Response: Initial Business Response /* (1000, 5, 2015/03/06) */ Hi ******, We are very sorry to hear about the issues that you have run into, and also the first camera you purchased had issues, and needed to be exchanged. Looking into the case, you are currently working with Paulo, who is our highest level of Tech Support in EMEA. As you noted in the case, the replacement camera that we sent to the address you specified was signed for by someone else. When this happens, we need to start a claim with UPS, and the results of the claim can take 8 - 14 business days. For this inconvenience , we have sent a couple complimentary accessories, which you should have received by now. In the case, which Paulo will respond to shortly, we will request a different address where you will be able to sign for the camera, to ensure you receive the second replacement camera. Once again, we truly apologize for the issues that have arisen, and we look forward to you having a new camera and capturing awesome moments. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2015/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have very little choice but to accept this as it has been going on for months. I feel very disappointed with GoPro & how they handle their customers. I have lost out on valuable recording time & had around £50 of extra cost that GoPro should be liable for. Could you explain why I am not being refunded with these as it came to me faulty & late after I paid extra for delivery? Just putting some gift without having a choice of what I'd like in the post, which I am still waiting to receive I don't feel is fair or acceptable for the inconvenience I've experienced. **** ******* talks a good talk but does very little action for a company worth millions. They really should value their customers more & I still feel that GoPro should honour me with one of the items I had troubles with in Dubai. Also as ***** is very slack with replying can you please have him give me an update as to what is going on with this situation as I am due to be moving on to my next destination this week. Final Business Response /* (4000, 9, 2015/03/31) */ Hi ******, We truly apologize for the issues that have arisen, and we have done what we can to rectify the situation, and will continue to do so until you have a replacement camera in your hands, but we do have policies which we have to follow. When we originally shipped the replacement camera package to the address you requested and entered into our system, it was signed for by another individual. When you told us the package was not signed for you, we need to start a claim with UPS, and these claims can take up to 14 business days. For the original inconvenience as well the issue with delivery to the address you specified, we are happy to send you a two batteries (retail $19.99USD each, and a Jaws Flex Clamp (retail $49.99USD) as you requested to try and offset the troubles that have arisen. As of March 24th, we have requested a new address where we can send the items, and you will be available to sign for them, as we do not want the items to be signed for by another person, and you not have the camera and accessories again. We will continue to monitor the case and ensure your second replacement camera is delivered to you as soon as possible. Regards, GoPro Support Final Consumer Response /* (4200, 11, 2015/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) So the policies state the customer should have to pay for the return of a faulty item which was sent out late? Lets not start putting $USD into the mix as the reason i purchased a GoPro was so I could capture my experiences whilst on my travels. Do you know how much that cost? Its priceless, you cant even put a figure to it! I have requested for GoPro's shocking customer care supervisor to send me the GoPro, the items you feel that cover the cost for this poorly handled situation & the outstanding item still from November to my next fixed address. I have also included my number so there is to be no excuse. I have also requested to know when this item is going to be in my hands too!

4/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: My GoPro Hero 3 Black is not charging. The USB port is having issues. The camera is also power-cycling. I purchased a GoPro Hero 3 Black Edition two years ago. I started having problems with it three weeks ago. I tried all the trouble shooting and nothing has corrected the issues. The problems are: the device is unable to charge, the camera power-cycles and won't stay on. I paid $400 for this camera two years ago, and expect for it to last longer. Technical service was unable to help me with my problems. I am still without a working camera. I only use it while skiing, therefore have only used it two-dozen times. I would like to know what can be done to get a replacement device. ADDITIONAL DETAILS: Case is being handled by another organization: Consumer Assistance Program, Universityof VT

Desired Settlement: I would like for GoPro to replace the camera with a new, working model. I have only been offered a discount so far, and expect a $400 camera to last more than two years.

Business Response: Initial Business Response /* (1000, 5, 2015/03/17) */ Hello, We are sincerely sorry to hear you are just now running in to problems with your HERO3 Black Edition camera! We certainly understand how frustrating this can be. Our main goal is to ensure we help out as much as we can while still remaining within our warranty policies. It does appear you fall outside of our 1 year warranty period but we'll have a Senior Supervisor take over your Support Case to explore other options. Please look forward to another e-mail shortly and work with them directly to resolve the issue. Thank you for your continued patience and understanding! Regards, GoPro Support

3/31/2015 Problems with Product/Service | Read Complaint Details
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Complaint: A GoPro Hero 3 was submitted to GoPro on January 13th as a standard return. For that past 2 months, we have been promised our credit. Still nothing My daughter purchased a GoPro Hero 3 for her boyfriend. He loved the gift but already bought one for himself. So she sent it back to GoPro on January 13th for the $215.99 return. GoPro was wonderful at first with responding immediately to the return, stating they would have the credit back on my the credit card within two weeks. We have the return number and the email from GoPro. After a month of waiting, I stepped in to find out about the delay. They explained the company was experiencing "technical difficulties" and would have to manually submit the credit. Again, I have "*****'s" email to me expressing her apologies for the delay but promising they would have the check out to me within days. This was on Feb 11th. Over the past few weeks, my daughter has tried 4 separate times to get updates and status of the credit. She's received nothing but the run-around from supervisors. No one seems to return emails or calls. As of this writing, we still don't know what the issues is now. Last we heard, which was yesterday, they told her "We don't have any news right now...could we have more time? Seriously, more time? I'm so disappointed in GoPro. I have personally purchased 4 cameras from them. And loved the product. But this customer service issue has clearly clouded my feelings about the entire company. I'm trying to teach my daughter about the importance of strong communication and customer service as she enters into the business world. Needless to say, she's getting a real taste of what NOT to do when dealing with the public. * RMA# for the return of my purchase: RMA-XXXXXX * We've had conversations with ******* M.and ***** in Customer Service. * Payment was made on my Visa card. We were told a credit would appear on my card during this battle. I check daily. And nothing. We just want GoPro to honor their 30-money back guarantee (even though it's been 3 months). And quite honestly, I would like them to apologize to my daughter. It's been a real bad scenario.

Desired Settlement: We're simply asking for the refund/credit. They owe us the money. They admit they owe us the money. Send us a check and let's put this to bed. Quite honestly, they should be showering my daughter with apologies. They've truly put her through one of the worst examples of customer service I've ever seen. And as a past and current user of the GoPro product, I'm disappointed in them beyond words. They have some work to do if they want my business back.

Business Response: Initial Business Response /* (1000, 5, 2015/03/13) */ Hello, We're sincerely sorry to hear you and your daughter have had such a negative experience with us regarding your recent return. Based on the information we've received from our Accounting Team the refund has been processed. However, it appears it's still not showing on your end so we'll need to dig a little deeper to find the root of the cause. Our main goal here is to ensure you receive the refund as quickly as possible and repair the relationship with you both. You have many of our cameras and truly enjoy the product! We'll do our best to ensure you feel that way about our Customer Service as well. A Senior Supervisor will be reaching out to you shortly to address your concerns and they will be working closely with our Accounting Team to process the refund for you. Again, please accept our sincerely apologies for the long delay. We do understand this is something that can be very frustrating. Thank you for your continued patience and understanding. Regards, GoPro Support

3/12/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: GoPro Hero 3+ w/ blackout housing was attached to GoPole with safety harness. Plastic attachment snapped clean off resulting in GoPro lost in 1ft snow GoPro Hero 3+ w/ blackout housing was attached to GoPole with safety harness. Plastic attachment snapped clean off resulting in GoPro lost in 1ft of snow. Complaint comes to not having the GoPole come with a safetly leash from the gopro to gopole. Not being able to retrieve it resulting in lost of my beloved Gopro. While snowboarding i took a tumble. Stood up with GoPole securely in hand, safetly leash securely around my wrist thought all was good until i went to wipe the snow off my gopro, look to find it snapped cleaned off and was now in Aspen Highlands Bowl full of fresh snow with no ways to find it without a Metal Dectector or to wait to summer until the snow melts.

Desired Settlement: A new Gopro with Blackout housing. I own plenty of gopro accessories and love your product and would buy more accesories if i still had my gopro. I feel this was not myfault and your sports action camera gopole should not have been lost in this situation.

Business Response: Initial Business Response /* (1000, 5, 2015/03/10) */ Hello *****, We're sincerely sorry to hear about the issue that happened with your Hero 3+. The GoPole accessory you mentioned in not a product made by GoPro, rather another company independent of us. A Supervisor will be reaching out to you shortly to review your case which was submitted the same day as the BBB complaint. Usually it will take 2-3 days for a GoPro representative to read the case, but we will escalate this case to the top of the queue. Please look for an e-mail in the coming hours. Thank you for your patience and understanding. Many thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2015/03/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the response. I accept this request with the promise I will be further contacted by GoPro about my case inquiry.

3/8/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: the ski and snowboard mount came off after i followed the instruction perfectly and it fell off with the camera and it got buried in snow and got lost I bought a snowboard and ski mount 2 months ago and never used it until now and when i opened it i followed the exact instructions to put it on and waited the right amount of time after i put on my snowboard before i used it. When i went up to the mountain for the first time with my gopro 3+ black edition with black housing with a floaty case door and a 64g memory card. when i got up to the mountain i completed one run with the gopro still attached then on the second run i saw it on my board at the top of the run and i never looked at it through out the whole run and when i got to the bottom i look down and the gopro and the whole mount had poped off my snowboard and got lost on the run. The main thing is that it was not just the gopro that came off it was the whole mount even though i followed the exact instructions about how to work it and how to make sure it does not fall off

Desired Settlement: i would like a full replacement of my gopro 3+ black edition with the floaty case back door and the ski\snowboard mount and the black housing and a 64g memory card or a full refund witch is a total of 570$ i have no preference to either a refund or a replacement

Business Response: Initial Business Response /* (1000, 5, 2015/01/05) */ Hi *******, We are sorry to hear about the loss of your GoPro while Snowboarding. Here in GoPro Support we are always happy to work with our customers to better understand what happened and see what we can do to help out. A Supervisor has been made aware of the issue and is building a Support Case to better assist you. They will be reaching out shortly. Many thanks, GoPro Support Initial Consumer Rebuttal /* (3000, 7, 2015/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like a proper response stating whether or not I will be getting my requests Final Business Response /* (4000, 9, 2015/01/20) */ Hi ******, One of our Supervisors in Customer Support reached out on 1/5/15 to try to gather further information in an effort to assist as best we can. At this time we have still not received a reply back to initial email sent out. The Supervisor who reached out has been notified of the update and will attempt to reach out again via the email address provided in this BBB case. We are also happy to work with you over the phone if you would like to contact us via the link below. You can reference the same email address, and any Representative can pull up the Support case created by the Supervisor and pick up where he left off. https://gopro.com/support/telephone-numbers An additional email will be sent out shortly to attempt another follow up. Many thanks, GoPro Support Final Consumer Response /* (4200, 11, 2015/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing has been done yet

3/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: GoPro Silver 3+ camera's advertised looping-feature does not work. 64GB microSD card does not work as advertised. Won't answer correspondence. Purchased GoPro Silver 3+ camera for dash-cam in car. Main reason - GoPro advertised 'Data Looping' feature. Looping feature does not work. Contacted GoPro Customer Service. They know camera has problems, but they continue to advertise that GoPro works with 64GB microSD card. Looping still does NOT work. Contacted GoPro Customer Service several times, always getting excuses why Looping does not work. I purchased numerous microSD cards per their instructions, all to no avail. Contacted Customer Service last on May 20, 2014, still unanswered. January 9, 2015: USPS letter sent to President, which was never answered. February 2, 2015: Email followup to President's letter of January 2015, again never answered. Can supply supporting documentation upon request.

Desired Settlement: Request that GoPro: Stop advertising that GoPro works with 64GB card because they know Looping will not work with it. They should at least specify that Looping will not work with 64GB card. Stop advertising that GoPro has a Looping feature when it does not work. Start answering correspondence relating to product defect. Give some sort of compensation for numerous microSD cards purchased per their request, all to no avail.

Business Response: Initial Business Response /* (1000, 5, 2015/02/19) */ Hi *****, We are sorry to hear about your frustrating experience with GoPro Support. We do our best to provide a clear and friendly experience and are disappointed to hear you have not received a satisfying answer to your issue. A Supervisor has been made aware of this BBB case and will reach out to you promptly to see what we can do to help out. Many thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2015/03/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) ****** in GoPro's Support responded almost instantly, and went above-and-beyond to reach an agreeable work-around. I am very satisfied with the outcome. Thank you for your help.

3/3/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Purchased GoPro Hero3 Black Edition - Camera turns on and will not function. Emailed support multiple times and only offered a 20% discount. No fix. GoPro Hero 3 Black Edition Purchased: 9/13/13 at Best Buy Item known to have bugs and was noted by GoPro on their facebook page Jan 15, 2013. Camera worked for less than 10 months before it would not even turn on or function. Issue discovered in July 2014. After multiple emails I was told I was out of warranty and that all they could offer me was 20% off a new camera purchase. I would like to have the camera fixed. That was not even an option. With a known issue with their product I would have expected 1. a fix, 2. a notice to customers that the issue was still occuring and a direct way to get it fixed.

Desired Settlement: I would simply like my product fixed or replaced.

Business Response: Initial Business Response /* (1000, 5, 2015/03/02) */ Hello, We apologize for any inconvenience or frustration experienced while working with our Support team. A Support Supervisor will be reviewing the details, and will contact you through your existing GoPro Support case. Many thanks, GoPro Support Team Initial Consumer Rebuttal /* (2000, 7, 2015/03/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) They reached out and fixed the issue. Realizing that I had reached out prior to their warranty expiration they are now sending me a replacement.

2/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: broken USB port on Gopro Hero 3 Black cameras I own 2 of these cameras. This is a problem on both of these cameras that i own. And it is a consistant problem on countless other owners cameras. There are plenty of testimonials out there and the company places the blame on the users of the camera. This is not the case when there are thousands of people with these cameras and the same USB port breaks. I have other devices from other companies and NEVER had a problem with a USB port breaking. GoPro will not fix this problem, rather offer a discount on purchasing a new one from them. This is not acceptable. The cameras should be recalled and consumers be given a replacement at no cost to them. Regardless of any warranty that has expired. This defect is widespread and the company needs to be held accountable for their lack of Quality control.

Desired Settlement: I want a replacement of these 2 cameras at no cost to me. They were gifts and i have no proof of purchase. This should not matter. The problem is wide spread and needs to be addressed. They were very expensive cameras. This problem is the companies fault, not the consumer. This defect prohibits the transfer of data from the unit to a computer, prohibits the battery from charging, prohibits the unit from operating with a wall charger for extended use. I want both of these cameras to be replaced.

Business Response: Initial Business Response /* (1000, 5, 2015/02/26) */ Hello, We're sincerely sorry to hear about the issue you are experiencing with both of your HERO3 Black Edition cameras. A Supervisor will be reaching out to you shortly to review your case and offer a solution to the issue. Please look for an e-mail in the coming hours. Thank you for your patience and understanding. Many thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2015/02/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company sent me an email offering to replace the cameras at no cost to me. I am awaiting an email with a RMA so I can send the defective cameras back to them. Here is the text of the email that i received from GoPro...... Previous messageNext messageBack to messages RE: Broken USB Ports ref:_00Do0HJuF._500o02o2fr:ref RE: Broken USB Ports ref:_00Do0HJuF._500o02o2fr:ref *******@gopro.com Add to contacts 2/26/15 Keep this message at the top of your inbox *******@gopro.com Hi ****, My name is ***** and I am the Supervisor of the Customer Support Team here at GoPro. First and foremost, I am sincerely sorry to hear about the caved in USB ports on both of your HERO3: Black Edition cameras. After looking over your Support Case I do believe everything was handled properly and in line with our warranty policy. Please do keep in mind that Lydia was only following protocol. Your situation is a bit unique in that you fall outside of our 1 year warranty policy and are unable to produce receipts as they are both gifts. With all of this said, we do treat each situation on a case to case basis so we do have some wiggle room. I would like to make a one time exception and replace both units for you under warranty. I have all the information I need to do this except your mailing address. Please provide that below by clicking on the link and submitting your address: Address Verification Please also provide your address by typing it out in your response. I look forward to hearing from you soon so we can get the ball rolling on these replacements. Best regards, ***** Supervisor, GoPro Support

2/26/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Unauthorized hold on funds for an un-necessarily long period AFTER order cancellation! Placed an order with this company using a coupon posted in a popular social media website. For 7 days, there was absolute no correspondence. Later I receive an email stating that the order was cancelled and they even went to the extent of calling me a thief( quoted from email " This discount code was auctioned by an individual who illegally sold the generic code to a number of individuals on eBay; it was then fraudulently spread throughout the Internet on discount code websites and other social forums" ). This is not even the worst part, they stated in their email that they would be releasing the hold on my paypal funds in a "few" days( quoted from the email "Depending on the Credit Card Company or method of payment that was used, this pending charge will typically disappear and be reinstated within a few days." ). As of today 27 days later, they still have a hold on my funds. This makes me really suspicious of their sales practices ,methods and intentions. I never expected something like this from this company. This is by far the worst experience I have ever had with "ANY" organization I have ever dealt with.

Desired Settlement: Just give my money back!.

Business Response: Initial Business Response /* (1000, 8, 2015/01/20) */ Hi ******, We apologize for the extreme delay in response. We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us as agreed to by the customer through the support case, to avoid abuse and fraudulent claims We also apologize for the delay in the authorization hold release showing to your PayPal account. We have worked with our Finance team to ensure the hold has been released, and received confirmation that this took place on 1/5/15. If this does not show on your end, please let us know through your existing GoPro Support case, as we would like to resolve this as quickly as possible. A Suppor Supervisor will be reaching out to you via your existing case to make sure all issues have been resolved. Regards, GoPro Support Initial Consumer Rebuttal /* (3000, 10, 2015/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here we go again! "Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code". I used the discount code, so am I a fraud?. If you don't have the basic common sense to create a "one time use only discount code", which is what every other company in the world does in these type of situations, at least stop calling your customers frauds and thieves. The paypal funds were returned 1 MONTH LATER not because you released it, it was because the authorization hold "expired". You did not take any action to return my money. In fact, to put it in your style of writing, "you fraudulently took my money( > $500 ) in an unauthorized fashion". And by the way, I purchased another brand called SJCAM. The video quality is far superior compared to the gopro. And I can buy 4 of those cameras for the cost of buying one gopro. You lost me as a customer and I'm guessing thousands of others the same way. Hope you grow up someday and try to admit your mistakes instead of blaming others.

2/18/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I had ordered GoPro Hero 4, got confirmation email. few days later order was cancelled indicating that the coupon was invalid. I had ordered GoPro Hero 4 on 12/7/14, got confirmation email. few days later order was cancelled indicating that the coupon was invalid. I had called and the staff indicated it was specific coupon which is not applicable. I have the receipt for sale - Order Number: NAXXXXXXXX. While the order is placed and i got confirmation, and my credit card was blocked for the same amount. My expectations as a customer is that my item is on its way. if there are flaws in your system or the coupon was not valid, I shouldn't have been able to complete the sale.

Desired Settlement: I would like to honor the same order that was placed and send me the required item for the inconvenience caused due to cancellation of the order. Order Number: NAXXXXXXXX - GoPro Hero 4 for $326.63. I can be reached at **********@gmail.com

Business Response: Initial Business Response /* (1000, 5, 2015/02/02) */ Hi ******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us as agreed to by the customer through the support case, to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. We were un able to locate any support case where this customer received the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. This was not an advertised sale or promotion by GoPro, nor was the code found anywhere on gopro.com. One customer sold this code on eBay after we agreed to provide them with the code through a support case. It was then fraudulently spread throughout the Internet on discount and sale websites, such as "sickdeals.net" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud or take advantage of anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent this situation by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case and their order was cancelled in error, we would ask the customer to provide the case number, which should match the email address or name in this BBB case, or reach back out through the support case where the code was provided to them. Regards, GoPro Support www.gopro.com/support

2/9/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Gorpo camera/accessories are advertised falsely. I received my GoPro hero 3+ camera as a gift on 10/2/14. Excited as I was to use my camera right away, I was quickly disappointed when I found that a SD card was needed; This was not represented on the packaging. I then purchased a LCD touch bacpac. I spent hours trying to figure out why the housing case didn't fit on the camera. After doing some research, I found that in order for the bacpac to fit, I needed the housing for the hero 3 camera. I became really irritated and angry because of the false advertising and misleading product. How does it make sense that I paid $80 for the bacpac custom for the Hero 3+ only to find out that I need to go and buy a $50 housing case for an older model camera? What the GoPro company is doing is basically scamming their customers. Nowhere is there specific information indicating that a specific housing case is needed for the bacpac. Everytime I purchase another gadget or accessory for my GoPro camera, I have the same issue, (you need this in order to use that)...I've spent hundreds of dollars on this pyramid scheme product, and I always ask myself...is this even worth it? Now GoPro is an amazing camera and I'm glad I have one, but its like putting together a puzzle. There needs to be more specific information provided for customers on what exactly they need in order to use additional pieces on their GoPro and get 100% satisfaction out of it. Now the camera itself was about $300 the Bacpac $80 the wireless remote $80 the selfie pole $40 and now the additional housing case that I was not informed about ..$50 so thats a grand total of about $550, it's like an ongoing investment. And every time I get excited to use my GoPro it comes along with a disappointment because I need another item in order to use what I have. Now, I am not very wise when it comes to technology and electronics, and people all over the world are buying these GoPros, and not everyone knows how to use/work them, so in order to be a successful business and receive positive feedback,, it is your job and duty to provide customers with a clear understanding on what they need and what they need to do in order to effectively use their device. I would say I have been let down, misleaded, ripped off, and scammed by this company and I am not satisfied. Thank you.

Desired Settlement: I would like a refund for the LCD bacpac or case that I had to purchase or some GoPro accessories that would balance out the amount of money and time and aggravation that I put in to this camera. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2015/01/21) */ Hi ******, We're sorry to hear about your frustrating start with your GoPro and want to do our best to help out. Our Customer Support line is always available to help answer any and all questions about our products and accessories and to provide assistance out of the box. Additionally we do our best to let customers know about the needed SD card and what is included in the box via the "whats included" panel on the side of our cameras packaging. A Supervisor in Customer Support has been notified of this case and will reach out promptly to see what we can do to assist. Many thanks, GoPro Support

2/3/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Display screen on front of GoPro cracked within protective housing unit. I had bought a GoPro hero 4 black before Thanksgiving. Was using GoPro during airsoft game. The camera was in a blackout housing unit that was mounted on an NVG mount purchased through GoPro. After playing took the camera out of the housing unit to place in case and noticed display screen on front of camera was cracked but no damage to housing unit. The camera also never came loose from NVG mount. I have tried contacting costumer support two different ways. I first tried calling and was told it was not covered in warrenty. I then tried contacting through email because I thought I would be able to provide pictures to better depict the story. I was then told that I would recieve a 40% off coupon to buy another camera but would have to turn in the camera that was damaged before I could recieve coupon. This made so sense to me because I would of then spent well over $800 on a camera I am no currently happy with. I sent an email back stating that I would not accept that offer due to me having to spend anothyer $300 dollars on the camera. I told them I would like the camera replaced or my money back. I have not recieved any other emails from them since and it has been well over a week since last email. GoPro's customer service has been not helpful at all and I'm very disappointed in the camera which claims to be an adventure camera!

Desired Settlement: I would like to recieve another camera if at all possible, if not a new camera then would like my money back for the camera. Due to the fact that there was no deligence or neglect on my part. The camera was also in a protective housing unit and on a mount purchased through GoPro.

Business Response: Initial Business Response /* (1000, 5, 2015/01/19) */ Hello, We are sorry to hear about the damage to your HERO4 front LCD screen. A Support Supervisor is looking into your issue, and will be contacting you shortly via your existing GoPro Support case. We look forward to reaching a resolution with you. Many thanks, GoPro Support Initial Consumer Rebuttal /* (3000, 7, 2015/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) They continue to offer me the same resolution of a 40% off coupon for a new coupon once I send my broken camera in. I continue to tell them I do not want any coupons. I would like a new camera at the very least. They also state there is damage to the housing unit after I have sent them two different pictures showing them there is no impact damage to the front LCD of the housing unit. Only the front LCD of the camera has damage. Final Business Response /* (4000, 12, 2015/01/31) */ Hello, The damaged caused to this camera can only result from use, as the front LCD screen glass will not crack as shown in the customer's attached photos without some type of external force being applied. This is not a manufacturing defect, as such it is not something our warranty covers. Damage to the housing indicates it has been impacted, whether or not the impact to the housing occurred directly over the camera's LCD is not important, as any shock to the camera is absorbed by the entire unit. The glass LCD screen can be damaged even when not directly impacted. While this is not something covered by warranty, we have extended a discount offer to the customer to help ease the frustration of the situation, and the financial strain of replacing the unit. Should the customer like to take us up on this offer, they have all the details needed to do so in their current GoPro Support Case. Many thanks, GoPro Support Final Consumer Response /* (4200, 14, 2015/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They continue to just offer me 40% off coupons. I don't want to spend 300 bucks on a camera that is just going to break again.

1/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Hero 4 Silver purchased online black Friday for a Christmas Gift. When gift was opened and set up the Camera was not functioning, we then contacted support which informed us the SD Card we had was the problem(although it was brand new), after driving 71.2 miles round trip to return/purchase a new SD card(which GoPro recommended) we had the same results. Then I had to take a picture of the receipt(which they had my credit card on file)/make a video of the camera proving that it wasn't functional. Support then verified that our camera wasn't functional and followed through with sending us a shipping label so we could ship the non functional camera back(In a box we had to supply)upon its arrival we were told we would receive a "functional camera". We then had to drop the box off to a FedEx team member at a Ship Center which was another 71.2 mile round trip. I then Emailed support on Jan.5th asking for a managers phone # (with no results) on Jan.6th I received a reply "I would be happy to pass along your concerns to my supervisor if you would like to let me know what they are in a return email." On Jan.7th I replied with my reasoning on why I wanted to speak with a manager, and on the same day received a reply stating "I have gone ahead and escalated this case to a manager and they will contact you and help you in any way that they can."(still no results). I have also tried to call support asking for a manager only to be informed there was no manager on staff and they would call me back when a manager was in.(still no results)After spending so much on a camera to preserve once in a life time memories like Christmas/holidays it was very disappointing not being able to capture them. We've not been "totally Psyched" nor "100% Satisfied" (as GoPro's guarantee implies) with its product, and time we've had to wait for responses from support. Overall the experience of our purchase has been unpleasant and the lack of management and their customer service is unprofessional. GodSpeed

Desired Settlement: DesiredSettlementID: Refund I would like all charges on C.C. to be reversed . And any compensation for the disappointment, time, and distance traveled to troubleshoot/send back non functional camera would be appreciated.

Business Response: Initial Business Response /* (1000, 5, 2015/01/13) */ Hi ******, We're sincerely sorry to hear about the issues you are experiencing with your HERO4 Silver camera. Please do keep in mind that our Support Representatives are making their best effort to help in any way possible. In your case the best option was via warranty and this is why we moved towards a warranty RMA. WIth that said, if you would rather part ways with your camera entirely we can process a 30 Day Refund for you as well. Regardless, you will be required to send the camera in so a warranty RMA may be the better route. We'll have a Supervisor reach out to you shortly to ensure everything is handled from here on out. Thank you for your continued patience and understanding. Regards, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2015/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) GoPro Support reached out to us and I'm happy to report that they settled our dispute in our favor, thank you so much GoPro. Sincerely, ****** And ****** ********

1/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Keeps freezing. Never works. I got the Go-Pro Hero 3+ Black edition in February 2014 as a gift. It kept freezing from the day one. Contacted Go-Pro Customer Service about the Freezing issue - got sent links to updates, which did not fixed anything. Went to a store to let them do the update, they could not figure this out for an hour. Finally would work for a few minutes. Got home ,,happy,, that is working. But then a few months later, the same thing (right before the Holidays).I would to get a working camera or my money back. Paid $399.00 for something that would never work.

Desired Settlement: I would like to get a Full Refund of $399.00 or a Replacement right away.

Business Response: Initial Business Response /* (1000, 5, 2014/12/26) */ Hi *******, Thank you for bringing this issue to our attention. We apologize for any frustration with your GoPro camera and want to make sure we get you back up and running. We could not find a previous case based on the contact information provided to BBB, but a Supervisor has been made aware of the issue and will reaching out to you promptly. If the previous troubleshooting that we provided did not work, we are always happy to continue the case and work with you towards getting your camera replaced. Our apologies for any inconvenience caused, a Supervisor will be reaching out to your shortly. Many thanks, GoPro Support Initial Consumer Rebuttal /* (3000, 7, 2015/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I have received the GoPro as a Gift from my husband I do have case numbers (those cases are under his name) : on 9/1/2014 case #XXXXXXX and on 12/23/2014 case # XXXXXXXX . We have try a few times to do the updates, purchased extra batteries and the recommended SD cards and nothing happened. We have also wen to Best Buy to let them do the update, it took them almost an hour how to do the update. They have charged us for the update as well $37.00. The camera worked for a little bit and then the freezing came back (the next time we've try to use it). We have purchased multiple accessories as well (the touch screen, all kind of mountings etc). In the case # XXXXXXXX we have attached the picture of the receipt as well as the camera in the freeze mode. I would like to get a replacement to the GoPro Hero3 + Black Edition or upgraded model. Thank you ******* & ***** Final Business Response /* (4000, 9, 2015/01/08) */ Hi, Thank you for the update. The customer is currently being assisted in a new Support Case started by a Supervisor in Customer Support. The customer has been assisted in starting the process to have the camera replaced under warranty. As of the last update to the case on January 7th, RMA instructions were sent out on how to return the camera to us for a replacement. At this time the case is currently underway towards an accepted resolution. We hope to have a working camera in the customers hands as quickly as possible. Many thanks, GoPro Support Final Consumer Response /* (2000, 13, 2015/01/27) */ Received a new camera from GoPro. So far is working good. Would like to close the case. Happy with the final outcome. Thank you

1/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a GoPro camera with accessories but I only received the accessories. The Camera was delivered to a wrong person or wrong address On Dec 14th I ordered GoPro Hero 4 camera + 5 accessories for a tot. 615,19$ ord. NAXXXXXXXX. The Order did not go trough because a credit card issue. A new order was made on Dec 17th, ord. SX-XXXXXXX but got split in two shipping: One package with accessories properly received on Dec 19th. The second one with the camera, delivered on Dec 22nd(as per FedEx). I personally never received the 2nd package. As per tracking nr.XXXXXXXXXXXX, a person named A.Vega signed for this package. I don't know the person who signed for this package. I contacted FedEx and opened a case with them(NR. XXXXXXXXXX); the FedEx driver who delivered the package is nowhere to be found. FedEx ask me to take the complaint with GoPro which I did(case NR. XXXXXXXX) GoPro is saying that the package was delivered and will try to find out what happened. I've been calling between FedEx and GoPro for 8 days, every day. I've been telling the same story to a different person every day with no result. ADDITIONAL DETAILS: Case is being handled by another organization: FedEx

Desired Settlement: At this point I have to ask for a refund since It was a Christmas present for a friend. It looks like It will take forever for this camera to arrive at the final destination and It's already too late. Thank you so much for your time, I hope to get your answer ASAP.

Business Response: Initial Business Response /* (1000, 5, 2015/01/02) */ Hi ********, We apologize for the inconvenience regarding your order. We currently have a Support Supervisor looking into the case, and they will be contacting you shortly. It looks like the order was delivered to the correct address and we are working with Fedex to try and figure out what happened. We appreciate your patience, and look forward to working with you to resolve the issue. Many thanks, GoPro Support Initial Consumer Rebuttal /* (3000, 8, 2015/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the quick response but It was not what I was waiting for. 'til today I still don't have the camera that I paid for and let me repeat that the person who sign for it 'A.VEGA' does not exist at this address which proves me once again that the camera was not delivered at the correct address. 'til today FedEx cannot find the driver to confirm that was delivered to the correct address. I'm very disappointed with the company that I've chosen for a Christmas present which 11 days after I'm still not able to present it. Regards ******** Final Business Response /* (4000, 10, 2015/01/13) */ ******** has been refunded the full amount of her order, as per her desired resolution. The order was sent to the correct address, a place of business and not a residence, where it was signed for by an unknown party. Our policy is to refund customers for lost packages pending an investigation by FedEx, at which point they can chose to place another order with us online or purchase locally. In this case, we made an exception at the request of ********, and processed the refund for the missing order before the investigation was completed by FedEx. GoPro is not privy to the details of FedEx's investigation. Should ******** want this information, FedEx will need to be contacted. A Support Supervisor will be contacting ******** via the existing case for follow-up. At this time, GoPro has refunded ******** for the missing order as requested in the desired resolution.

1/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have contacted Go Pro on three occasions for my refund and has not been credited the amount. Customer Service Representative have very poor service. I have ordered an item on 12/03/2014. I did not received my item and was emailed that my item was being returned to shipper/sender. The package was then returned and received by sender on 12/15/2014. Between that date and today, I have contact Go Pro on three occasions to make sure that the item was received and that I will be getting my refund. Today, 01/02/2015, I contact Go Pro, chatted with a ****** and was not given good service or was not helped properly. I will continue to contact Go-Pro regarding my refund however my issue is not being resolved for over 15 days or the 7-10 business days as promised to get credited/refund. Below are the information of the purchase: tracking #: 1Z05R2WXXXXXXXXXXX order #: SO-XXXXXXX date of purchase: 12/03/2014 payment method: Paypal total amount: ******* The Customer Service Rep are not knowledgeable and are of no help. Please educate your employees to better your business.

Desired Settlement: Complete refund of my money. $428.49

Business Response: Initial Business Response /* (1000, 5, 2015/01/07) */ Hi *** We are very sorry to hear about the delay in the refund showing to your PayPal account as well as a disappointing experience when contacting our Support Team. We have worked with our Finance team to ensure the refund has been processed. Please see attached document showing refund has been transferred to your PayPal account. A Supervisor will follow up in a support case to ensure you are satisfied. Regards, GoPro Support www.gopro.com/support

1/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: GoPro Hero3+ Silver camera will not turn on or charge and GoPro has no repair options for their devices. My wife purchased a GoPro Hero3+ Silver camera on 11/23/2013 from Best Buy and gave it to me as a gift on 12/25/2013. We used it 3 or 4 times skiing that winter and tucked it away in the camera bag until later use. When the ski season finally opened up in Utah in late November 2014, I tried to charge the camera but it would not accept a charge. I troubleshot the issue through the GoPro website and then contacted support. The support rep told me that since I was outside the one year warranty, GoPro could not replace the device. I asked for any repair options and she stated that there were none but she could give me a 20% discount on a new camera. I explained that we had invested so much already into the camera ($279.99) and accessories ($150.00) so paying another $300+ for a new camera that only worked for a very short period of time is not a product that I would like to purchase again.

Desired Settlement: Since we have already paid over $500 for this device and corresponding accessories, I would like a replacement option that does not involve buying a new camera with a very modest discount. Either repair my camera, send me a refurbished one, or offer me a better replacement option.

Business Response: Initial Business Response /* (1000, 5, 2015/01/05) */ Hi ****, We are sincerely sorry to hear you are experiencing these issues with your HERO3+ Silver Edition camera! Our main goal is to get you up and running with a new camera as quickly as possible. Typically we are very strict in regards to the one year warranty period but we do treat every case on a case to case basis. We'll have a Supervisor look over your case and reply shortly. They will ensure everything is handled from here on out! Thank you for your continued patience and understanding. Many thanks, GoPro Support

1/16/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Claims to have refunded my return to Paypal, Paypal has not received. GoPro will not resolve on their end. Used promotional coupon to order camera and accessories for the camera. GoPro cancels the coupon and says it can't be used. Did not ship the camera, but shipped the accessories that also used the coupon. I tried to return because my order was changed without my consent. They would not provide shipping costs to return. I paid for shipping and GoPro confirmed my returns were received. Claimed they issued a refund to Paypal and it takes Paypal 30 days to refund. Paypal claims they never received a refund. GoPro still insists their computer say they refunded my order and will not look further into it. ADDITIONAL DETAILS: Case is being handled by another organization: PayPal

Desired Settlement: $200

Business Response: Initial Business Response /* (1000, 5, 2015/01/13) */ Hi ****, We're sorry to hear about the remaining charges on your Paypal account. We do show the refunds having been processed for your recent returns. Once we have sent the refund over to Paypal it can take up to 30 days for Paypal to reflect the refund, although it can show up sooner in many cases. A Supervisor has been notified of your case and is currently researching the status of your refund to see what we can do to help out. They will be reaching out shortly. Many thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2015/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) A manager at Gopro contacted me and Paypal and resolved the issue. Thanks

1/13/2015 Delivery Issues | Read Complaint Details
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Complaint: I had to send in my brand new non-working GoPro camera for repair, I was told that the process was going to take about 5 days to in-process and ship out a working GoPro camera that I needed for work. I sent several emails requesting updates, tracking numbers and the general whereabouts of my GoPro camera. I had to deal with several GoPro service representatives (4 total, so far), including one of their "apparent" supervisors and I still do not know where my camera is. I had explained that I needed my GoPro camera for work (and why) hoping for any sort of expedition of the service process. I was told several things, by several people that have not come to fruition. The GoPro Supervisor first apologized about the confusion and manner in which the previous week of support from the GoPro service department had dished out, then he told me he would upgrade me to 2-day shipping plus email me a tracking number. I requested a daily status (through email), but I did not get a response for 2 days and my GoPro camera was not shipped out nor did I get a tracking number. I spoke to a fourth GoPro service representative that was helpful but apparently could not supersede the GoPro Supervisor but had noticed that in his second email he told me he was sorry again but he was "busy" and that he would expedite shipping and send a tracking number. The GoPro Supervisor, in his second email, admitted that some other department (the warehouse) was not informing him of what was going on (I doubt he put much effort into it), regardless he then said that since he promised me two day shipping (shipped to me by Friday) and that since that did not happen he would overnight my camera so I would get it by today. He promised he was going to keep tabs on the warehouse and as soon as it was shipped out he would email a tracking number. That second email was on Wednesday, I emailed yesterday (Thurs., twice) with no response and today but no response, no tracking number, no information and NO camera.So after 4 attempts trying to talk to GoPro service personnel (through - phone, WEB support and emails) I am still without my camera as it certainly did not arrive today.For GoPro reference: Case#XXXXXXXX Product_Or_Service: Camera

Desired Settlement: DesiredSettlementID: Replacement I would like to get a actual tracking number so I know where my camera is and when it will arrive. It wouldn't hurt GoPro to upgrade me to the hero 4 Silver (which costs less than what I paid for my Hero 3 black +) but I'm sure they don't care about me being impositioned.

Business Response: Initial Business Response /* (1000, 5, 2014/12/26) */ Hi *******, We're sincerely sorry to hear you've not only had issues with your original GoPro but also have had a negative experience with our Support Team. We do our very best to ensure every customer we work with is provided the highest tier of support and in your case it appears we were not successful. A Supervisor will be reaching out to you shortly to ensure all of your questions are answered and everything is taken care as quickly as possible. Please look for an e-mail shortly and thank you for your continued patience. Many thanks, GoPro Support

1/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The worst customer service I've ever experienced. GoPro sent me the Hero4 Black which I ordered on December 4th. When I received the camera, I noticed it was defective and immediately contacted GoPro support. Once contacted the man I spoke with asked me to upload a video to YouTube showing that the camera I received was defective. Once uploaded I called back to ensure he saw the video so I could find out what steps to take next and was told that he had already left for the day and that he could help me when he returns, not even bothering to assist me with how to proceed with the faulty camera. I called again the next day, searching for answers since I needed this camera to film an engagement on Christmas. When I called the man offered no assistance and simply said that the other man was working on my case. Three days passed and I was not contacted. I wrote on Facebook about the horrible customer service I received and only then did I receive a response regarding my camera. A man named ***** sent me an email apologizing and sent me a return label so that I could send the camera back and he said he would get me a replacement very soon. I followed up once I saw they had received the camera via the tracking number FedEx provided when I sent the camera back. When I called they said they had not received it and did not know when they would, even though the tracking number showed it was delivered. I tried to tell the man who signed for it, in hopes it would make it easier to track down, but again he offered no assistance when I asked if he could help me. I sent 3 follow up emails to ***** regarding the status of my return and that I had not heard anything, again NO RESPONSE. I called GoPro yet again on 12/22 in which I was told it was still being processed. I conveyed my frustration and asked to speak to a manager or supervisor in which I was denied that opportunity. While telling the man that I needed the camera by Christmas, you could tell he was angry with me. He told me I would not get it by Christmas and hung up on me while I was talking to him telling him that that was not going to be satisfactory. I have NEVER in my life had such a terrible ongoing poor customer service experience. I work for a company who sells and promotes the GoPro product and I guarantee that I will NEVER promote any GoPro products because of the lack of customer service and follow through.

Desired Settlement: I need the GoPro by Christmas. I need an apology for the terrible customer service and for being hung up on.

Business Response: Initial Business Response /* (1000, 5, 2014/12/23) */ Hi *****, We're sincerely sorry to hear you had trouble with your original HERO4 camera! Our main goal here is to enable you to capture experiences you were previously unable to capture. In this case it sounds like the RMA process has been rather drawn out and for that we apologize. A Supervisor will be reaching out to you shortly to take over your Support Case and address any further issues. Please work with them to find a resolution. We'll do everything in our power to ensure you receive your replacement by Christmas. Regards, GoPro Support

1/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Promotional price not honored on newest product but honored on older, cheaper product. Payment was frozen and order was cancelled. Problem date: 12/9/2014 Purchase date: 12/7/2014 Model #: CHDHX-401 Order #: NAXXXXXXXX Payment amt: Subtotal $299.99 Shipping UPS Ground $0.00 Sales Tax $24.75 Order Total: $324.74 Payment method: credit card - MasterCard

Desired Settlement: Purchase item for the advertised promotional price

Business Response: Initial Business Response /* (1000, 5, 2014/12/24) */ Hi We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us as agreed to by the customer through the support case, to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. We were un able to locate any support case where this customer received the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. This was not an advertised sale or promotion by GoPro, nor was the code found anywhere on gopro.com. One customer sold this code on eBay after we agreed to provide them with the code through a support case. It was then fraudulently spread throughout the Internet on discount and sale websites, such as "sickdeals.net" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud or take advantage of anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent this situation by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. We were trying to review many orders as quickly as possible. Due to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. Regards, GoPro Support www.gopro.com/support

1/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: GoPro will not honor their written warranties in the case of gift purchases. We received a GoPro Hero3+ Black Edition camera as a gift in December 2014. In November 2014, the camera ceased working at all. There was no damage of any kind caused the camera. It literally worked well one day and not the next. Each time the camera and battery is fully charged and you go outside to use it, it turns itself off and will not turn back on again. We have been unable to use the camera for over a month. We did everything possible to address possible issues ourselves. We purchased two new batteries, a new charger and new SD card. We went to the store where it was purchased and they informed us that GoPro was stellar customer service and would assist us. We contacted GoPro customer service (and have documentation of such) thereafter. GoPro has agreed that the camera needs to be replaced, but they are refusing to replace the camera because we do not have a receipt. We informed them that this was a gift purchase and so we do not have the receipt, but they have no procedure for honoring their written warranty in the case of gift purchases on in a case of no receipt. Warranties should be honored at all times no matter what. This is the single most expensive camera our family has ever owned and so one would expect it to work for more than a year. We simply want the camera repaired and/or replaced with a working model.

Desired Settlement: We want the camera repaired and/or replaced with a working camera of the same type and model.

Business Response: Initial Business Response /* (1000, 6, 2015/01/05) */ Hi ******, We're sincerely sorry to hear you are seeing issues with your GoPro camera! Typically we must strictly follow are warranty policy in regards to replacing cameras. This is especially true when verifying proofs of purchase because our warranty is non transferrable. We need to verify the customer is an original owner of the camera (or at the very least the gift was given new in box). It does appear you did provide us a receipt (which is great!) and it looks like the warranty instructions have been e-mailed. Regardless, we will have a Supervisor go over the details provided in your Support Case and take it over. Please work closely with them to ensure everything is handled. Thank you for your patience and understanding. Many thanks, GoPro Support Initial Consumer Rebuttal /* (3000, 8, 2015/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our concern with this business still stands. They would not be honoring our legitimate warranty claim if we did not produce a receipt even though this camera was gifted to us brand new. We were fortunate to be at the store with the grantor when it was purchased for us or else we could not have obtained a receipt as would typically be true of gifts. GoPro should have a procedure to honor their warranties in the case of gifts. No one would buy this item as a gift if they knew this expensive camera would not work more than a year and GoPro will not honor warranties. We thank the store for helping us obtain a receipt, which they did not have to do. Further, GoPro has not yet replaced our camera with one that is working. Until we see that happen, our complaint stands open. Final Business Response /* (4000, 10, 2015/01/08) */ Hi ******, We certainly understand your positioning here. We are always very understanding in regards to receipts and gifts. In your case it appears we may have held to firm and we sincerely apologize for that. We are glad to hear you managed to obtain a receipt and the warranty process has already been put in motion. A Supervisor followed up with you earlier today with a tracking number showing your replacements are on their way. Hope you have a great weekend! Many thanks, GoPro Support Final Consumer Response /* (2000, 12, 2015/01/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hero4 purchased online, received not-working. Support unit wants me to send back at my cost. Purchased Christmas gift for wife. Unit received not working. I was told to go buy a new Micro-SD memory card as that was problem. I did and it was same problem. Support person stated I needed to prove where I bought unit (I bought directly from GoPro website). Then told they would only accept camera back and if it was defective, only then would they send me a repaired or another unit! I could not get the support person to agree to send me replacement unit unless I first sent back the defective unit and "at my cost and shipping materials". I stated they had my credit card info that they could use should I not return the defective unit. I was told that was against their policy. I asked for prepaid mailing label to return unit and I would simply place unit back in the box they shipped to me in first place. They refused. I asked to return everything and was told they would have to get me another RMA#...which they have refused to send me. To spend over $500 for a camera and tripod that I couldn't even take a picture with (you need to supply your own memory card first), is ridiculous. The entire purchase experience has been unpleasant and unprofessional on their part.

Desired Settlement: Either send me a camera that works or take back everything and give me a full refund. And an apology for ruining my wife's Christmas present.

Business Response: Initial Business Response /* (1000, 5, 2015/01/02) */ Hi *******, We are sorry to hear about your new HERO4 camera not functioning correctly out of the box, and equally disappointed to hear you have had a difficult time getting back up and running through GoPro Support. A Supervisor is currently looking in to your case to try and understand what happened and will reach out to you shortly with a resolution. Many thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2015/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Case resolved after your involvement. Thank you.

1/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Placed order which was subsequently cancelled by the company but funds never returned (as well as lack of any disclaimer allowing for cancellation). Placed an order with GoPro on 12/7 & recieved confirmation email. On 12/9 recieved message that order was in error and said order was cancelled due to a coupon code erroneously being accepted on the companies part. As of 12/17, funds paid via paypal have not been released by the company back into my account. As an aside, neither the order confirmation nor anywhere on GoPro's site throughout the entire ordering process have any terms or conditions allowing for order cancellation due to a mistake on their part as required to cancel orders after they have been accepted,

Desired Settlement: Either completion of the order as accepted & confirmed or refund of funds paid.

Business Response: Initial Business Response /* (1000, 5, 2014/12/18) */ Hi *******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us as agreed to by the customer through the support case, to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. We were un able to locate any support case where this customer received the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. This was not an advertised sale or promotion by GoPro, nor was the code found anywhere on gopro.com. One customer sold this code on eBay after we agreed to provide them with the code through a support case. It was then fraudulently spread throughout the Internet on discount and sale websites, such as "sickdeals.net" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud or take advantage of anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent this situation by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. We have reached out to our finance department regarding your PayPal transaction. They will work with PayPal to make sure the authorization is removed. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case and their order was cancelled in error, we would ask the customer to provide the case number, which should match the email address or name in this BBB case, or reach back out through the support case where the code was provided to them. Regards, GoPro Support www.gopro.com/support

1/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased camera from Gopro website. 3 days later order was cancelled because they stated they made error. On Dec 7, 2014, I purchased a new GoPro4 Silver off the gopro.com website. My credit card was charged and I received a confirmation email. My confirmation number was NAXXXXXXXX. The email also said the order was waiting shipment. Dec 9, 2014 I received another email from their customer service. It stated, "The discount code entered into this order was not intended for general public use, it was discontinued intentionally and any orders placed with it have been cancelled." However, what they say is untrue. Other members of the general public used the same discount code and were able to purchase accessories (but not the camera itself). These items have already shipped and GoPro has also announced that if they return those items, there will be a shipping fee. The fact that GoPro only canceled some of these orders while shipping others based on the type of order shows that their words are false. Gopro has chosen to trick customers into using the code, but then only mails out the orders Gopro deems gives their company enough profit.

Desired Settlement: I would like a new GoPro4 Silver I purchased at the price agreed to on the website ($240).

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi *****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) If this was a "stolen code," GoPro would not have accepted the thousands of orders it received for outdated models and accessories and shipped them. Instead, GoPro chose to allow customers who allegedly were not intended to use this code to purchase high profit items from GoPro with the "stolen code." GoPro also prejudiciously chose to cancel orders that used the code only if they ordered the GoPro4. GoPro's selection of who could use this "stolen code" was based not on the who received the code, but instead, on which items were purchased. And so, this company falsely advertised and chose to renege on contracts with customers based solely on profit margin for the company. Final Business Response /* (4000, 9, 2014/12/16) */ Hi *****, We were trying to review many orders as quickly as possible. Due to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs. We offer this discount to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (4200, 11, 2014/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) False advertising and selective shipping based on product. In other words, GoPro was glad to advertise and honor their 40% off coupon for low demand items GoPro was trying to get rid of. But for a high demand item, GoPro would not honor said coupon. These bait and switch tactics that only benefit GoPro and seem illegal and deceitful should be cause for a class action law suit.

1/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used a coupon code deal sites and my order went through with 40% product discount. Now my order was cancelled saying I am not eligible for it. Dear GoPro Customer, We thank you for your most recent GoPro Order NAXXXXXXXX. Unfortunately, we have encountered an issue with the order and have cancelled the order. The discount code entered into this order was not intended for general public use, it was discontinued intentionally and any orders placed with it have been cancelled. If you received the code directly from GoPro support please reply to your original support case through which a discount code was provided, or give us a call and reference your case number, so we can get a new order going for you. We apologize for the cancellation of your order and we understand you wish to receive your order in a timely manner. Thank you, GoPro Customer Support Contact GoPro Customer Support Web: gopro.com/support Email: ***********@gopro.com U.S. Phone: X-XXX-XXX-XXXX International Phone: +X-XXX-XXX-XXXX

Desired Settlement: Get the product for the same price for which the website order went through. Thank you for your order. If you have questions about your order, please follow the link. Monday -Friday 8 a.m. to 7 p.m. PST Order Summary Order Placed: Dec 7, 2014 Order Number: NAXXXXXXXX Billing Address ******** ****** XXXXX ******** *** ***** ***** ** XXXXX United States Phone: XXXXXXXXXX Shipping To ******** ****** XXXXX ******** Cir ***** City, CA XXXXX United States UPS Ground Shipping Status: Not Shipped Payment Method Credit Card ******** k ****** Amex / *************** / Exp. ******* Amount: $262.79 Product Quantity Price NEW HERO4 Silver 40% Off Select Products 1 $239.99 Subtotal $239.99 Shipping UPS Ground $0.00 Sales Tax $22.80 Order Total: $262.79

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ********, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not how this should work, if you are giving the code to specific people then your website should be able automatically deny it when someone not authorized trying to use that code. This is a lame way to treat someone ordering a product from your site, to take the orders through your site and manually review them. A simple verification can be another field on the website where it says 'promo code' and next to that a field called 'Email ID', or you allow the promo codes only when someone is logged in using there username and password. 40% discount is not a great deal for me, I have a buying power of 10 of those product on full price, the only concern here is you should be fulfilling whatever you promised through an electronic transaction.

1/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My debit card was used by SOMEONE ELSE to make a GoPro purchase, neither in my name or sent to my address! On my Social Security Disability payday on December 3, 2014, I saw a $499.99 debit to my checking account to GoPro, and immediately looked the company up on my computer and saw they sold cameras. I KNEW that I had no need for the type of cameras they sold, as I am handicapped and have trouble walking and have never been on a skate board or done any mountain biking as the website shows so I called the contact number listed on the sight as well as filled out an email to the "customer service" department explaining what is written here. I left a message with the promise the matter would be forwarded to a supervisor who would contact me in an hour or so. With NO contact initiated by them, I called again the following morning and AGAIN was told that someone would contact me or my bank (I had made a report of fraud at the bank by that time) and I gave the representative my contact information as well as my banking reps contact info as well as filled out ANOTHER online email form with the same information. By the third day I was loosing my mind! There was STILL no contact initiated by them. This has gone on now for 13 MORE days, I have spent DOZENS of minutes on hold, been told myriad excuses by dozens of GoPro representatives including that the shipment that was paid for by my debit card was not in fact delivered to the person who had erroneously ordered it, whose name and address I was not allowed to know because THEIR identity had to be protected. I WANT THIS PERSON PUT IN JAIL!! I will NEVER buy any GoPro product even if they produced the ONLY camera in the WORLD!

Desired Settlement: I just want my money (half of my monthly income) back and to KNOW the person who made this order will be prosecuted to the fullest extent of the law!

Business Response: Initial Business Response /* (1000, 5, 2014/12/17) */ Hi *********, Thank you for reaching out to GoPro! We're sincerely sorry to hear about the trouble you've already been through in regards to the fraudulent order placed without your knowledge. We do our best to resolve these trying issues as quickly as possible. Typically these charges do need to be addressed at your bank and they can usually help out. In this case, it appears there is more to be done and we'll have a Supervisor reach out to you shortly to sort everything out. We do have to protect every individuals privacy so that information must be kept confidential. However, we're confident that we'll resolve the issue and process a full refund for you as soon as possible. Many thanks, GoPro Support

1/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: GoPro failed to include the correct parts with a product I purchased from them, and also failed to provide a replacement in a timely manner. I purchased a Battery Backpack for the GoPro from Target in mid-November 2014. When I bought the battery backpack for my Hero 3 black edition, it came with the wrong backdoors (they were too small). I called GoPro immediately and they said they would send me the correct backdoors. This was in mid-November. The backdoors arrived and now they were too big, causing the GoPro to rattle around inside. I called back and they apologized saying it was their mistake and they would rush deliver me the correct backdoors. This was before Thanksgiving. I told them I was concerned because I was going on a caribbean vacation on Dec 3 and needed the backdoors. After a week of not receiving them, I had to call back AGAIN only to find out they were never sent out. By this time we were cutting it close to the date I was leaving on my vacation (Dec 3) and I believe it was Saturday November 29. But I was told they would be sent priority no problem. Dec 2 came around and still no backdoors. VACATION RUINED! I spend hundreds on accessories, extra memory cards, mounts, etc, all for nothing because I had the wrong backdoors and my GoPro wouldn't make contact with the buttons on the case. This severely affected my ability to use the GoPro camera in its intended mannerr. In summary, GoPro couldn't get me the correct backdoors in time, and I had to ask THREE TIMES.

Desired Settlement: If GoPro is willing to make an offer to earn my business again, I am open to it. Otherwise, I will not be buying any additional GoPro products, and will be selling my camera.

Business Response: Initial Business Response /* (1000, 5, 2014/12/29) */ Hi ****, We would truly like to apologize for the less than satisfactory support you have received. This certainly does not represent the high level of service we pride ourselves in giving. A Support Supervisor will be reaching out to you in a timely manner through your existing support case to follow up on how we might be able to ameliorate the situation. Many thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2014/12/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) GoPro has contacted me directly and provided a resolution to my satisfaction.

12/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased two Go Pro Hero4 Black Edition with a discount coupon. The discount apparently was a internal mistake and they didn't honor it. I purchased on Dec. 7 and not received an email from them about a refund yet. I have contacted them twice and still haven't got a refund yet. It has been 6 days.

Desired Settlement: I want a refund!

Business Response: Initial Business Response /* (1000, 5, 2014/12/15) */ Hi ***, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order in gopro.com with a discount code from slickdeals. I got the confirmation email from gopro.com and they canceled the order next day. On Dec. 7th, I bought a gopro hero 4 black in gopro.com with a discount code from slickdeals.net. After I I got the confirmation email from gopro.com. The email is as follows: Thank you for your order. If you have questions about your order, please follow the link. Monday -Friday 8 a.m. to 7 p.m. PST Order Summary Order Placed: Dec 7, 2014 Order Number: NAXXXXXXXX Billing Address **** **** **** **** St ****** ** XXXXX United States Phone: XXXXXXXXXX Shipping To **** **** **** **** St ****** ** XXXXX United States UPS Ground Shipping Status: Not Shipped Payment Method Credit Card **** **** Amex / ***********1000 / Exp. 09/2019 Amount: $320.99 PRODUCT QUANTITY PRICE NEW HERO4 Black 40% Off Select Products 1 $299.99 Subtotal $299.99 Shipping UPS Ground $0.00 Sales Tax $21.00 Order Total: $320.99 After that, I checked the order status on Monday, and found out that the gopro want me to contact the customer support. Order Number SO-XXXXXXX Order Status Contact Support Order Placed On 12/7/2014 Shipping Method UPS Ground - Signature Required Tracking Information Please contact support for tracking information. When, I called them, they told me that too many people use discount code, so the order has to been canceled. But, they are more happy to help me place an order again, without any discount. And, I refused.

Desired Settlement: I want to know why GoPro company canceled the order just because too many people placed the order with discount code. I want to buy the gopro hero 4 black with the price in the confirmation letter. At least, the GoPro needs to apologize to people who placed the order, and have been canceled the order by them.

Business Response: Initial Business Response /* (1000, 5, 2014/12/15) */ Hi ****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/31/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Gopro confirmed my order. Gopro canceled my order without my consent and emailing me a notification. Gopro has no order cancelation policy in terms. On Sunday, December 7th, 2014, I made 2 purchases from gopro.com. I received my order confirmation on Sunday night for both orders and then ordered more accessories for my gopro 4 silver camera from Amazon.com and a private seller on amazon’s marketplace. I called gopro inc. at the end of the day on Monday for a tracking number and was informed that my orders were frozen and going to be canceled because of the promotional code that I used. I spoke with several employees who offered to sell me the item at higher price (retail price) before being transferred to Eli Cutlar. He told me that he was the final decision maker and that he was the last person I would speak to about this issue. Gopro is a publicly traded company and I feel that this easily resolved situation has gone to far. There are so many mistakes that may have occurred: This coupon code was poorly created allowing anyone to use it without restriction. This coupon code was made public. gopro.com accepted the coupon code. The website made no reference to any limitation or special circumstances that a customer needed to justify a coupon code. Gopro confirmed both of my orders though an emailed titled "Confirmation of your order" and had pending charges on my credit card. Nowhere in gopro.com’s terms of use do they have a policy for order cancellation. How can they cancel our agreement without my consent? I contacted customer support and the justification they used for canceling my orders was that I did not receive the promotional code from gopro.com. USA.gov encourages the public to look on deal sites for promo codes. Additionally, nowhere in gopro's terms of service do they state that promo codes need to be acquired from gopro.com. Did a breach of contract occur? Did an attempted “switch” occur? When they attempted to sell me the item at a higher price than the order they refused to fill. Did any deceptive acts or practices take place? Gopro has no language in their Terms Of Service giving them the authority to unilaterally cancel customer orders. The discount was for 40% off of retail price. A 40% discount is reasonable. After hours on the phone with customer support they refused to offer me a discount. I was offered the product at full retail price. I would have never made the purchase from gopro.com had the site not be having the 40% off. I now have gopro camera accessories without a gopro camera. ORDER NUMBERS - NAXXXXXXXX / NAXXXXXXXX

Desired Settlement: I would like for gopro.com to agree to give me the option of using the same promotional code to make another purchase.

Business Response: Initial Business Response /* (1000, 5, 2014/12/15) */ Hi ****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used a discount code. My order was successfully confirmed, and the money was removed from my account. Days later it was cancelled against my will. On December 7th, I purchased a gopro Hero4 black. I was sent a coupon code from a friend, which did in fact register on the site. I made my cart, checked out successfully, and even submitted payment for my order. My brother decided also checkout successfully as well. A few days later, I received an email stating that my order would be cancelled, however, the money in my bank was still not released. They were alleging that someone made an attempt to defraud Gopro by distributing a code that oddly enough "just so happened" to work on the site. The deal was so great that I returned my previous purchase of a GoPro that was purchased on Black Friday, since the deal provided by the code was at a greater value than that of what I originally purchased. Now as it stands, I returned my new gopro, just to have gopro cancel my new order. Had this been an issue, then the confirmation should never have gone through. On 12/12/14 I called customer support. I spoke to an extremely rude representative who claimed that his name was **** and his employee number was **** I asked to speak to a supervision and he claimed that there was not one available. As the conversation progressed he later hung up abruptly. I called again; this time my number was sent directly to a voice-mail. I called back immediately after, this time I blocked my number. The call went through, I then spoke to a very nice representative named *******, who claims that they do not have employee numbers, and that she was certain that no supervisor would be able to provide any information that she couldn't provide. This is unacceptable. I find it hard to believe that no manager was available, especially since on the sales line, managers always seem to be available. I am absolutely disgusted with this code of ethics from this business. They need to rectify this situation. #XXXXXXXX - this is my case number in regards to my order. NAXXXXXXXX-My confirmation number NAXXXXXXXX- My brother's confirmation number NAXXXXXXXX- My brother's second confirmation number

Desired Settlement: My request, is that gopro, honor the discount that worked at the time of our purchase, if any other is entitled to that code, then we should absolutely be as well. Gopro seems to have a good reputation in settling disputes with the BBB, so I'm in good spirits that they will do the right thing. If they are alleging that someone was in attempt to defraud them, well that is not my problem. What they should be doing is honoring all orders and suing the person who allegedly defrauded them for that total amount.

Business Response: Initial Business Response /* (1000, 5, 2014/12/15) */ Hi *****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Not honoring discount and not returning money I have placed order on dec 7th and order was canceled that coupon was not acceptable.so i have asked gopro to return my money. One represented was so rude he just hang up call on me and not even provide the informtion. although the company claims my refund was issued through PayPal, when I contacted PayPal no such refund has been issued. I called on december 15, 2014 and asked why my account had not been credited and was told that a credit had been issued was now with PayPal (I purchased the item through PayPal). I contacted PayPal and asked about the refund at which time I was told GoPro has/had not issued a refund to my account. Then Go pro told it would take 30 days to retrun money even though my product was never delivered.

Desired Settlement: either need to replace the order or have to get my money from paypal

Business Response: Initial Business Response /* (1000, 5, 2014/12/16) */ Hi ******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) If something wrong,you should deposit my money bank ASAP.its not happened and very bad resposne from representitive Final Business Response /* (4000, 9, 2014/12/22) */ Hi ******, I have spoken to our finance team and both PayPal refunds have been issued December 17th, 2014. Please see attached screenshots. If you speak with PayPal, please reference the unique transactions ID's for confirmation. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (4200, 11, 2014/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Gopro should adrdess properly and simple canceling order is not correct solution. Finally i have got my money from Paypal after 15 days. this is not accepatable

12/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: No delivery, and poor communication from your customer service department. Dear sir/Madame I have ordered a HERO3 WHITE EDITION on the 1st of October, and after waiting over a month for this to be delivered they have notified me that UPs have lost the package. I have been in contact with a customer service representative for most of the time, and after going back and forth on this matter with GoPro and UPsI received a email confirming that GoPron will refund me my money back which was on the last communication on the 20th November 2014. After this there has been no refund, and no reply back to my past three emails that I have sent after receiving the confirmation for my refund. I am so frustrated due to the reason that I myself thought that Gopro was a trusted and reliable place to get my first Gopro. I am a keen photographer who planned a trip to Dubai to do sky diving and now I have to find a alternative way to capture my activities. I have listed the details of my order below and hope that we can come to a conclusion for this ongoing query. Details for the order as follows. Email thread reference number : ************************** Case Number : #XXXXXXX Order Number : MP-XXXXXXXX Tracking Number : 1Z57E3WXXXXXXXXXXX Date Of Purchase : 01-OCT-2014 Kind Regards.

Desired Settlement: This has been a time consuming query that has had me cancelling functions to attend, to wait for the delivery to be sent, which it never was. Also chasing up by phone and email has not only took up most of my time at work, I also obtained phone charges for making these calls. I would like GoPro to keep my money and not refund me, instead I would be happy to receive any upgraded model as a settlement and a guarantee that it would be delivered by another courier other than UPs.

Business Response: Initial Business Response /* (1000, 5, 2014/12/12) */ Hi ********, We're very sorry to hear you never received your HERO3 White Edition camera! We always strive to fulfill, ship, and deliver product in a timely manner. We certainly did not accomplish that here and for that we are sincerely sorry. It appears UPS lost the package so much of this was outside of our control. With that being said there certainly should have been more correspondence and updates as to what was happening on our end. Again, I apologize you were not provided updates during this drawn out process. Our most recent information shows the refund was processed yesterday (12/11/2014). A Supervisor will be reaching out to you shortly to ensure all of your questions or concerns are answered. Please look forward to an e-mail in the coming hours. Thank you for your continued patience and understanding! Many thanks, GoPro Support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a GoPro Hero 4 Silver from GoPro.com using a 40% off coupon code. GoPro cancelled all orders using the code two full days later. Order number NAXXXXXXXX Ordered on Sunday Dec 7, 2014 at 6:30pm EST Ordered (1) GoPro Hero 4 Silver for $400 - 40% coupon, total order came out to $257.70 Cancellation email came 12/9 at 3:12pm. Credit card still has hold on it for the order as I type (12/9, 6:14pm) GoPro cancelled some, NOT all, orders that used the coupon code. GoPro claims the code was not for public use and therefore cancelling all coupon code orders, but they are still shipping select orders with the coupon anyways. I have a few friends who have their orders marked as shipped (They ordered GoPro Accessories. Their GoPro camera orders got cancelled as well) and have tracking numbers, and they all used the supposedly invalid coupon code. Again, if the coupon was not intended for general public use, why are they allowing the accessory orders to go through? All sale should be honored.

Desired Settlement: I would like to receive my order of (1) GoPro Hero Silver at the price I agreed to pay -- $257.70

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Hi ********, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing in the Terms and Conditions at the time of the order gave GoPro.com the right to cancel an order that has been submitted. Just on this basis alone, GoPro cannot cancel my order. GoPro also claims that they unilaterally cancelled all orders using the "stolen" coupon code. This is false. Many users on slickdeals.net are discussing this fiasco that GoPro created. Thread found here: ********************* In this particular thread, users are reporting GoPro has shipped orders of GoPro Hero3/Hero3+ cameras along with accessories to people who have used this code without obtaining it from GoPro Support. GoPro cannot claim to have cancelled all "fraudulent" coupon orders when in fact they honored some of these orders. Admit your mistake GoPro, and do right by the customers. Honor ALL coupon orders (Not just some) and move on from the fiasco your company has created. Thank you ******* ******** Final Business Response /* (4000, 9, 2014/12/16) */ Hi ******** Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees. As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the code. At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider. We offer this discount to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. We were trying to review many orders as quickly as possible. Due to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs. Regards, GoPro Support www.gopro.com/support

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered GPro4 silver and few accessories 2 days back using a coupon. GoPro cancelled the Camera and sent the accessories. I understand that it is GoPro's discretion to honor or not; and if their decision is not to honor, fair enough, cancel all orders and communicate with customers informing them in elegant way rather than playing games like this. If it's leaked code than why send accessories honoring on this code. Why disparity with GoPro 4 model when it comes to coupon code.Needless to say their practices are pretty phony and I would stay away from a company like this.

Desired Settlement: None what so ever. Just want to make sure that consumers understand their phony business practices.

Business Response: Initial Business Response /* (4000, 8, 2014/12/16) */ Hi *****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order using a discount code. After I was billed and funds withdrawn the order was cancelled and money held for several days before refund. I purchased a GoPro Hero 4 on 12/7/2014 using a discount code. Money was withdrawn from my credit card which signified a contractual agreement between me and GoPro for the price posted of the item. I was informed on 12/9/2014 that the order was cancelled and the discount invalid without other explanation. Upon calling to see if I could have my purchase honored I was told that my money would be refunded within 5 business days. The company (GoPro) will have held onto my funds for 1 week without any compensation or delivery of the product.

Desired Settlement: I would like GoPro to honor the coupon that was publicly available and allow me to purchase their product for the agreed upon amount.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Order Cancelled Placed order on 12/06/2014. Order was cancelled on 12/09/2014.

Desired Settlement: Ship the order.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A discount code was given by go pro for a 40% discount which I used and was charged for. Now the company is refusing to honor that discount A discount code was given by go pro for a 40% discount which I used and was charged for. Now the company is refusing to honor that discount. Before I placed the order I called customer service to verify that the code was correct and not a mistake. I was told the code was valid and it was not a scam. So I placed my order. Go pro charged my account and and not delivered the product I was charged for.

Desired Settlement: I am seeking the product that I was charged for.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: GoPro is not honoring a price quoted me on their website. I had been in the market for some GoPros as Christmas gifts for a while and on Sunday 12/7 I went to a coupon site to see if any coupons existed before placing my order. On the site I found a coupon for 40% off. That day I placed orders NAXXXXXXXX and NAXXXXXXXX using the coupon code. I received confirmation emails later that day and my credit card was charged. Today, I received a notice that GoPro was cancelling my order because of the use of the 40% off coupon code. There was no notice during the checkout process that stated the coupon was not valid for my use. In fact, after I'd entered the coupon code I went back to look at other items and the website was prominently displaying the 40% off prices! After seeing that my orders had been cancelled I went back to the coupon site to see if others were having similar issues. What I found is that GoPro is choosing to honor some orders that used the coupon while cancelling others. I find this completely unacceptable.

Desired Settlement: I expect my orders NAXXXXXXXX and NAXXXXXXXX to be honored at the price I was quoted.

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Hi ****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not find this response satisfactory. 1) I did not fraudulently obtain the coupon code, it was freely posted on a coupon site that anyone can access. 2) If it was intended to be used only one time then why didn't GoPro make it a unique code? 3) What I find most galling about this situation is that GoPro is refusing to honor the code on newer models but is allowing older models and accessories purchased with the code to be shipped. GoPro is taking advantage of the situation to ship out old or high margin inventory. That is completely unacceptable. I still stand firmly behind my stance that I should receive everything I ordered with the 40% off code (which I was intending to give as gifts during the Holidays!) however, the Better Business Bureau has asked that I try to meet in the middle. In that spirit, I would accept a resolution of 2 GoPro Hero4 Blacks at 40% off ($299). Final Business Response /* (4000, 9, 2014/12/16) */ Hi ****, Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees. We offer this discount to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. We were trying to review many orders as quickly as possible. Due to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs. Regards, GoPro Support www.gopro.com/support

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order for a GoPro Hero4 Black camera, they accepted the coupon code and charged my account, they then cancelled my order. I placed Order NAXXXXXXXX, on their site. I used a coupon code that granted me 40% off their camera, which was a great deal. The charges pended on my account for several days, and then they just issued a cancellation email. There was no disclaimer about a pricing error, and no other disclaimers anywhere on the site. The coupon code was accepted and I fairly purchased this product. I would like delivery of this product for the price I paid for it.

Desired Settlement: I would like them to fulfill my Order NAXXXXXXXX, I would like to receive the GoPro Hero4 Black camera that I purchased, and the LCD screen that was ordered with it.

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Hi ***, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this explanation. GoPro's website did not have a disclaimer giving GoPro the right to cancel orders. All online retailer websites have this disclaimer stated on their site. GoPro does not have this disclaimer anywhere. I purchased this camera fairly, I did not steal any code and I am not a thief. GoPro should honor my purchase, if this was not a legitimate purchase the code should not have worked, and I should not have received a confirmation email. Also my funds should never have been placed on hold. GoPro should honor this order and then place a proper pricing policy to prevent this bad customer service situation. I did not receive any email, or acknowledgment about this cancellation for 2 days from placing the order. Final Business Response /* (4000, 9, 2014/12/16) */ Hi ***, Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees. As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the code. At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider. Emails were sent out as a courtesy after reviewing individual orders placed using this discount code. Regards, GoPro Support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: GoPro not honoring online purchase using GoPro promotion code On December 7th 2014 I purchased a GoPro Hero4 Black from www.gopro.com, using a promotion code from GoPro. On December 9th, 2014 I received an email from GoPro customer support stating they would be cancelling my order and not honoring my promotion code. Their reasoning was that the code was not intended to be used by the public. I believe they should honor their coupon since I have already been charged for the purchase and they accepted it in the first place

Desired Settlement: I would like GoPro to honor the promotion code I used to purchase the GoPro Hero4 Black.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi *****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Gopro promoted a coupon for cameras, charged my credit card for over $550 and then canceled order without honoring promotion. Thank you for your order. If you have questions about your order, please follow the link. Monday -Friday 8 a.m. to 7 p.m. PST Order Summary Order Placed: Dec 7, 2014 Order Number: NAXXXXXXXX Billing Address **** **** **** ******* ***** **************** ** XXXXX United States Shipping To ****** **** **** ******* *** **************** ** XXXXX United States UPS Ground Shipping Status: Not Shipped Payment Method PayPal Amount: $588.58 PRODUCT QUANTITY PRICE NEW HERO4 Silver 40% Off Select Products 1 $239.99 NEW HERO4 Black 40% Off Select Products 1 $299.99 Subtotal $539.98 Shipping UPS Ground $0.00 Sales Tax $48.60 Order Total: $588.58

Desired Settlement: Honor the promotional price advertised

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Hi ******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is still a pending authorization on my Chase card ending in 9997 for over $550 as of today. I did not purchase any codes on ebay or visit any fraudulent coupon sites, this coupon was on the Facebook wall on GoPro Final Business Response /* (4000, 9, 2014/12/16) */ Hi ******, At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. As this order was canceled, any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider. If this authorization has still not dropped off, please reach out to your bank. If the bank is unable to release the authorization, please reach out to us via a support case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Gopro does not honor an order with coupon code. On Dec 7, I ordered an Gopro Hero4 Silver. On Dec 9, Gopro sent me email indicate to cancel order. gopro.com Order Number: NAXXXXXXXX Product: NEW HERO4 SILVER Price: $239.99 Tax: $18.67 Total: $258.66 Received confirmation email on Dec 7, 2014 On Dec 9, 2014 Receive Email: Dear GoPro Customer, We thank you for your most recent GoPro Order NAXXXXXXXX. Unfortunately, we have encountered an issue with the order and have cancelled the order. The discount code entered into this order was not intended for general public use, it was discontinued intentionally and any orders placed with it have been cancelled. If you received the code directly from GoPro support please reply to your original support case through which a discount code was provided, or give us a call and reference your case number, so we can get a new order going for you.

Desired Settlement: Honor the original order NAXXXXXXXX and ship the product

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They canceled my order after they accepted their 40% off promo code and got email confirmation. Never told me they canceled, found out after I CALLED! I was searching online for a promo code to buy their Gopro Camera I found a 40% off coupon code and I bought their GOPRO HERO4 Black My order # SO-XXXXXXX. Order Placed: Dec 7, 2014. Got email confirmation. After 2 days I called today to check on getting my tracking #, and was informed that the code I used was a code that was not meant for the general public use and it had gotten leaked out and ALL order using that code would be canceled unless it was issued by them to you directly. They never bother to inform me, I had to call for tracking number to find out for myself and after that then they sent me an email cancellation! After searching online I found out that was an out right lie! Here is a link to a web site that has over 50 pages of people talking about this. http://slickdeals.net/f/XXXXXXX-XX-off-gopro-hero4-black-or-silver-fs-gopro-com-with-coupon-code?v=1&page=42&rpid=XXXXXXXX&rp=41 There are numerous instances that gopro honored the 40% off for the accessories for the camera but canceled the order for the camera in the same order. Their by forcing the buyer to pay full price for the camera or have accessories without a camera to use them on. I think they leaked the code on purpose to sell the accessories and force you to buy the camera at FULL retail price on purpose!!! By the way the people on the above forum reported that when they found out that their cameras were canceled but the accessories were shipped was informed that they would have to pay to ship the accessories back even though they have no use for them without the camera. Everybody is mad about how they are honoring that code inconsistently, And wait a few days later to let them know!!! I was watching an auction on ebay at a good deal for this camera and passed ** up because of this deal and now the auction is over, so now I have no camera for Christmas!!! Also when I talked to ***** from customer service, I ask to speak to a supervisor and after being put on hold for several minutes, I was assured that he would call me back today. Well, it's after 10:00pm est and still no phone call!!! This is my first time I have dealt with this company, they should be ashamed for their unfair practice!!! I am sure they will do nothing to make this right.

Desired Settlement: I just want what I bought and paid for: A copy of my email conformation: PRODUCT QUANTITY PRICE NEW HERO4 Black 40% Off Select Products 1 $299.99 Subtotal $299.99 Shipping UPS Ground $0.00 Sales Tax $15.90 Order Total: $315.89

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi *******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) He is misinforming you, search slick deals forum, there were numerous complaints about orders placed with this code for the gopro camera and the accessories to go with it all on the same order. How this company allowed the discount for and shipped on the cheaper accessories but canceled the camera itself. Leaving the customer with accessories he can't use unless he pays full retail price for the camera from them. Humm, how can you say it is unauthorized for the camera but not the accessories on the same order!!! I think is was a shady trick to force you to buy the camera at full price by letting you get the accessories at a discount. To add insult to injury the people called to see about returning the accessories and were told they would have to pay for the return shipping. They should have been notified they would be getting accessories with no camera to use them on. I think it was a SCAM SCAM SCAM and they should be ashamed. They seem allowed that "unauthorized use of the code" on item they wanted to, to sell the cameras. Still waiting for them to allow me to get my camera purchase. ******* ***** XXX-XXX-XXXX Final Business Response /* (4000, 9, 2014/12/16) */ Hi *******, Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees. As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the code. At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider. We offer this discount to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. We were trying to review many orders as quickly as possible. Due to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Gopro cancelled my order without any notice or respect. I purchased a Gopro hero 4 black on gopro.com on Sunday 12/7/2014. I double checked the order status on Monday 12/08/2014 with Gopro customer representative,and he said "everything is ok, it will be shipped in frew days".( check gopro conversation record/tape). After I confirmed the order, I bought many accessories from Gopro.com, amazon, and ebay. and NOW 12/10/2014, my order has been closed/cancelled. and the representative told me " you used a promo code CSWRCN4H3". First at all, I get this promo code from internet and it work on Gopro OFFICIAL WEBSITE, it means this code is released by Gopro, I don't care how did Gopro release it and I'm not a detective. Second, you representative told me the order is confirmed when I double checking with the representative. third, you cancel my order without any notice or respect. conclusion, NONe of these are my fault.. Your service flaw cost me both time and money. I have to go to post office at least 5 times to return these accessories and pay the Shipping fee! Some of the accessories are not refundable! I will admit the mistake and try to make customer satisfied, if I'm the business owner. I called Gopro few times after gopro closed my order. all of they were arrogant and not helpful. I fell so bad right now..

Desired Settlement: Gopro released the promo code *********. the code was everywhere on the internet. I used the code successfully on gopro official web site for a purchase. Again, I'm not a detective, policeman nor gopro administrator, so if there is a promo code, do I use it or not? of course everyone will use it. I bought many gopro accessories from many websites, such as mount, protective lens, bag, back up battery x2, charger, tripod, frame, housing, micro-sdhc 64 gb etc.... i spent over 300 dollars on these accessories and now the order is cancelled. I have to go to post office at least 5 times. I have to pay the shipping fee, and backward and forward checking the refund! this cost both my money and time. Time is every precious for me, but everyone else. You give the promo code. I have the right to get the discount Price. I want the price after the promo code.!

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi *****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered two items online with a promotion code. They charged me and sent me confirmation letters. Then they cancel my order without my permit. I ordered two items online with a promotion code. They charged me and sent me confirmation letters. Then they cancel my order without my approval. They mentioned the promotion code was not valid for me. However, it went through when i applied it under placing order window. The purchase date is Dec.6th. Problem date Dec. 9th. Order number NAXXXXXXXX and NAXXXXXX. My accout number is *******@gmail.com. Payment method is Paypal.

Desired Settlement: Please ship out those two orders.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ********, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made 3 orders from GoPro, only to see the order numbers now have changed, and shipping information changed from pending to "Contact Support" Original: Order Placed: Dec 7, 2014 Order Number: NAXXXXXXXX - $319.04 Order Number: NAXXXXXXXX - $319.04 Third order number never emailed. - $510.46 Payment method: Discover credit card New: Order Number: SO-XXXXXXX Order Number: SO-XXXXXXX Order Number: SO-XXXXXXX Problem Date: Dec 7, 2014 This company has a history of failing to fulfill its duties as a retailer. In the past it has made mass cancellations of orders, and now it is being done again. I purchased 2 Hero4 Black edition cameras and 2 Hero4 Silver edition cameras. I find it unsettling that this entity would attempt to deprive me of what I have paid for.

Desired Settlement: I would like to receive my orders.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi *****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They canceled an order I placed days later due to them revoking their own coupon code. They canceled an order I placed days later due to them revoking their own coupon code.

Desired Settlement: Honor your coupons

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company GoPro had accepted a discounted code on their website which I made purchase & now have refused the purchase after CC was charged I recently made a purchase where a discount code was used to purchase a GoPro camera, the code was shown as valid at the time of purchase. I made the purchase specifically due to the discount it had provided and I even saw a statement on my credit card that the amount had been charge & order number was generated. I had even called in the day after to ensure that this was not a mistake and agent mentioned tracking number should be generated shortly. Today, 12/9 I get an email stating that the order will not be fulfilled due to an error in their system and that my order would in fact be cancelled. I felt that they should have honored the order, especially with their system processing it and charging my credit card. I felt their site was miss-representing the deals and lying to their customers

Desired Settlement: I would like GoPro to honor the original purchase with the discount.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi *******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased hero4 camera gopro and they cancelled my order and didn't honor agreed upon price. Not professional customer service, no care for customer I purchased a single hero4 black gopro from gopro.com with a promo code for 40% off. I received a confirmation and a thank you for your purchase. Price was 299.99 plus tax of 26.64 for total being 226.63. two days later I check status of my order and it says contact support. When I contact support I was given a run around with no apology and them saying they cancelled my order and they will not honor that price even though I told them that I thought it was a legal agreement since I go confirmation the date of my transactransaction was 12/7/14 order # NaXXXXXXXX spoke to supposedly a supervisor who didn't want to honor or help resolve the order situation named Stefani who refused to provide her last name but I'd # XXXXXX and refused to give me another supervisor or complaint dept. I am very upset my order wasn't honored and the service I got especially from a public ally traded company before the holidays. ****** *****

Desired Settlement: I am seeking a settlement of the hero4 gopro camera I placed order for and an apology and any accessories the company would like to provide me with for my situation and troubles. I am also sorry it needed to be this way but right now this was a last resort would greatly appreciate a response via mail and email thank you ****** *****

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I recieved a full sales receipt for My purchase and feel that the least b they v old have done was offer a discount as an apology for a future order. It's the same as walking into a store and something has a price under it for 20 dollars and you go to buy it and after they sell it they say sorry someone put it in the wrong place and you can't have it. You needs to pay 40 dollars. If they did b t wabtb t o honor thrn po rice th as t their site accepted they could have at least offered a coupon for a future order. Also no where in the order did it was pending. Final Business Response /* (4000, 9, 2014/12/16) */ Hi ******, Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the code. At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: GoPro Selectively Cancel Orders I ordered a GoPro HERO 4 Black on the GoPro website on December 7, 2014 (order Number NAXXXXXXXX) and received an order confirmation right away. I used the coupon code NAXXXXXXXX when I put in my order. There was no disclaimer indicating the coupon code was only for one time use or that the coupon should only be used under any particular circumstances. I also did not see any warning that GoPro can take the discretion to cancel my order at any given time. Today I received an email from GoPro indicating that they have cancelled my order because my order included a discount code that was not intended for general public use. The Email indicated "The discount code entered into this order was not intended for general public use, it was discontinued intentionally and any orders placed with it have been cancelled." Upon further research, it appears the coupon code has been used for public use for the past 2 months and GoPro has fulfilled camera orders up until now. It also appears GoPro is selectively fulfilling orders made in the past week that used the same coupon code. It appears when the coupon code is used to buy accessories or older GoPro 3+ models, the orders are still fulfilled. I believe this is dishonest practice in GoPro. If you made a mistake, please admit it, explain the situation and fix it. It is inappropriate to cancel some orders and send an explanation email out stating you have cancelled all orders when you have fulfilled some orders and are selectively cancelling other orders.

Desired Settlement: Please reverse the cancellation of my order. If you are unwilling to do that, please make a public apology to everyone whose order have been cancelled and honestly explain what happened and why you are fulfilling some orders and cancelling others.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi *******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Defective product delivered (bad battery). Failure to replacement battery. I purchased a GoPro Silver for my son’s 15th birthday and gave it to him on December 4th. The device malfunctioned from the beginning. It would keep turning itself off after a few minutes. This cycle kept repeating itself. We called the Go Pro technical support people and the helped us diagnose the issue over the phone. Evidently our device was shipped with a bad battery. They told us that they would ship us a new one that would arrive in 3-5 days (Support case XXXXXXXX). This was my son’s primary birthday gift. If you can imagine, as a 15-year old, not being able to use your birthday gift right away is very distressing. We waited ten days and the battery never arrived. I called Go Pro again and they apologized saying that “something happened at the warehouse”. They said they would ship a battery under using two day delivery and that they would email me a receipt with a tracing number (Sales Order #SO-XXXXXXX). I received the receipt, but oddly enough the tracking number field was blank. Another week transpired and we still have not received the battery. It is now December 22nd and we do not have a replacement battery. My son is completely depressed about it. I feel bad that I have put my trust in this company. They are either incompetent or dishonorable or both.

Desired Settlement: I want my money back with an apology letter to my son *******.

Business Response: Initial Business Response /* (1000, 5, 2014/12/23) */ Hi *******, Thank you for bring this issue to our attention. We regret to hear how long it has taken to get you and your son a replacement battery. Typically warranty replacement part orders are packaged and shipped out within a few business days. A Supervisor is currently looking into the issue to see if there was lack of inventory or a clerical error and will reach out to you promptly with a resolution. Many thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2014/12/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a gopro 4 black, SO-XXXXXXX, They cancelled order claiming they were hacked and will not honor their price. I ordered a gopro 4 black, SO-XXXXXXX, I called the next day as I needed the camera to ship via UPS @nd day air instead of UPS ground, I spoke to ******** ********** and she said everything looked good and that would not be a problem, then sent another email to confirm the order with the added shipping charge, (GoPro Support Case XXXXXXXX). Later on when I see the charge on my card and informed them I should only be charged the difference in shipping vs the full amount, they said they were cancelling the order. I asked to speak to a manger and was told I can not as no one was available on 3 different calls, there is still a hold on my card and now order is being cancelled.

Desired Settlement: Honor the price I was charged of 29 plus tax on the order.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi *****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a Gopro using a promotional code found on www.gopro.com. Several days later Gopro cancelled the order. I ordered a Gopro 4 silver from the Gopro website www.gopro.com. There was a promo code offered on the site and I used it. Several days later I received an email cancelling the order due to the code that was used. I believe this was an unfair business practice. I don't expect anything to be done about this but I did want to lodge a complaint. My grandson wanted a gopro for Christmas. He won't be receiving one because of this and because I won't deal with this company again.

Desired Settlement: I'd like to but the gopro at the price that was advertised.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ***, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a GoPro camera and water housing as advertised on slickdeals.net for $239 on Dec. 7th and today i was informed my sale was cancelled I bought a GoPro camera and water housing as advertised on slickdeals.net for $239 on saturday Dec. 6th and today december 9th i was informed my sale was cancelled due to "issues". Here is a copy of the order confirmation. Confirmation of your GoPro Order #NAXXXXXXXX FREE SHIPPING ON ALL ORDERS GoPro PRODUCTS CHANNELS SUPPORTS Thank you for your order. If you have questions about your order, please follow the link. Monday -Friday 8 a.m. to 7 p.m. PST Order Summary Order Placed: Dec 7, 2014 Order Number: NAXXXXXXXX Billing Address ***** ***** **** **** ** **********, VA XXXXX United States Phone: XXX-XXX-XXXX Shipping To ***** ***** **** **** ** **********, VA XXXXX United States UPS Ground Shipping Status: Not Shipped Payment Method Credit Card ***** ********* ***** Visa / ************1015 / Exp. 08/2015 Amount: $292.54 PRODUCT QUANTITY PRICE NEW HERO4 Silver 40% Off Select Products 1 $239.99 Dive Housing – 197' (60m) 40% Off Select Products 1 $35.99 Subtotal $275.98 Shipping UPS Ground $0.00 Sales Tax $16.56 Order Total: $292.54

Desired Settlement: I would like GoPro to honor the discounted price that I purchased the camera at of $239.99.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi *****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product h as been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I bought a GoPro camera and water housing as advertised on slickdeals.net for $239 on Dec. 7th and today i was informed my sale was cancelled I bought a GoPro camera and water housing as advertised on slickdeals.net for $239 on saturday Dec. 6th and today december 9th i was informed my sale was cancelled due to "issues". I understand that the code was deactivated, however,1) it was active and on a legitimate website when purchased, 2) it was legitimately bought from the GoPro site, 3)funds were deducted (held) as soon as the purchase went through, 4) now I have missed other numerous black friday discount deals because of this and 5) I have now missed out on taking holiday pictures for the family because my GoPro order was cancelled!! GoPro should honor this price as good business for this inconvenience!!! Final Business Response /* (4000, 9, 2014/12/16) */ Hi *****, Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees. As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the code. At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider. We offer this discount to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. We were trying to review many orders as quickly as possible. Due to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 40% off coupon code not being honored. items in cart and suddenly coupon not valid. I had items in my cart and they suddenly went out of stock. To find that at midnight (once coupon expired) they were back in stock. Seems like a bait and switch to me.

Desired Settlement: honor my coupon.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Gopro had the camera for 40% disc. on gopro4 but they are now not willing to honor the price for which a confirmation email was also sent I had ordered two gopro4 on 7th dec from gopro site and now the gopro is now not willing to honor the ordered price. Ordered both gopro4 black and silver for a Christmas gift at 40% discount on 399$ and 499$ respectively + tax Order Number SO-XXXXXXX Order Placed On 12/7/2014 Order Number SO-XXXXXXX

Desired Settlement: Gopro should honor the price and ship the order

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Will not honor coupon code that was valid on gopro.com. GoPro is not honoring a 40% off coupon code that was valid for two products only. I placed an order with a coupon code I found online and now they are saying they will not ship or process my order.

Desired Settlement: I would like my order honored and processed.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi *******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi, I understand what you are saying and I did find this code on 'slickdeals' just as I do with dozens of other websites. I still don't agree that it is right to simply cancel the order. I had other full price items on my order as well and at the end of the day this isn't my fault. GoPro should at least offer some sort of reasonable percentage discount since this was purchased on their website with a working code. Something like 25% off my order instead of 40% would at least be nice showing GoPro realizes this is not my fault. Thanks, **** Final Business Response /* (4000, 9, 2014/12/16) */ Hi *******, This discount code was not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees. Unless there is a support case where a discount code was issued, we do not have a discount available. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud or take advantage of anyone, they were however inadvertently using an stolen code. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: You've probably seen a bunch of these - GoPro won't honor a coupon code posted online over the weekend, but only on a few select products. A coupon code for %40 off select products was posted online over the weekend. After several thousand orders were placed, GoPro decided only to honor the coupon on older products and accessories. This is basically a bait and switch, some people are now stuck with accessories they can't use because the main product wasn't shipped. GoPro claims they were hacked - someone made a mistake in the company, and now they won't own up to it.

Desired Settlement: I'd like to purchase the product at the promised price of 299.99

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: GoPro let me order a GoPro Hero4 Black for a sale price and intentionally cancelled it. I ordered a GoPro Hero4 Black for $299.99 with order# NAXXXXXXXX and today I get an email from them saying that they have cancelled the order due to the promo used. Saying that the code entered was not intended for public use when it was actually handed down to customers for their use and its a multi use code. My order is cancelled while the order of others that used the same coupon were not cancelled, there gave no reason for this discrimination. If this issue is not resolved, I'd never buy or encourage anyone else I know to buy GoPro products.

Desired Settlement: Ship my order

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: GoPro failed to fulfill confirmed order On Dec 7, 2014 I place an order on GoPro.com using a coupon code. Within minutes from order placement, I received an email from GoPro to confirm my order was accepted. I didn't receive any email update since, so I called today (Dec 9) and only then their customer representative informed me they would cancel my order b/c my coupon code was invalid. I was surprised to hear about the cancellation. There was no communication initiated from them prior to my call. Yet they were more than happy to take my credit card and personal info. I just checked my credit card activity online and it shows that there is a pending charge for GoPro.com with transaction date Dec 7, 2014. How convenient for them to decide not to honor confirmed order? I feel violated as they were happy to take my info, charge my credit card, then decide to drop my order without telling me. What else are they not tell their customers? I am not the only one affected. There could be thousands or many more. The way the orders were handled was highly unprofessional and raise my concerns over security breach at GoPro.com.

Desired Settlement: They need to hold accountable for honoring their discount code in the first place and fulfill orders as agree upon.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi *****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Cancelled my order because of a 40 percent off coupon code that they claimed "leaked". Unprofessional cancellation. GoPro's involuntary cancellation policies do not exist anywhere on their website for the end user, which is why my 40 percent off order should have been acknowledged. In talking with friends, their accessories and hero3s have been shipped. My order status went from "pending shipment" to "contact support" to a cancellation. And I don't think that's fair. It's very shady and unprofessional to cancel my Hero4 based on an alleged "security breach" and ship out other non-hero4 items. If the code was a result of a security breach, why allow customers who have bought different items to have tier orders shipped ? It's not only unfair , but it seems like a lie to me--the whole security breach excuse.

Desired Settlement: I want my hero4 that I ordered. That's it. It's unfair and as a billion dollar or multi-million dollar company, you should be more professional and acknowledge you error instead of blaming the customer.

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Hi *********, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reasons that you have outlined does not justify some of the things the company has been doing with regard to this "40% off security breach". You didn't answer my question as to WHY certain items such as GoPro Hero3s and accessories have been shipped out and received by people with this code (who have ordered on the exact same date when this code was unleashed to the masses). It is UNFAIR to acknowledge the code with regard to other products but not acknowledge everyone else's orders especially if you claim that all orders have been/will be cancelled who have used the code. Secondly, this is an unjust cancellation. As I have said before, I have not seen ANY notes on your site regarding sudden cancellations of this caliber. I am not concerned with how the code came about or what its intended use was; this was a design flaw and certainly your fault. I am, however, concerned with the company's wishy-washiness. It is rather SHADY to send out discounted accessories (but not Hero4s) to people who have used the discount code. It is your duty to prevent "theft" but what do you call that? Besides, no one stole anything here. None of the hundreds of thousands of potential customers who have used this 40% off code knew anything about it or where it came from, so we aren't the thieves here. We shouldn't have to be punished for such a flaw in design and for one person's distribution of the code (and to be honest, no one wonders about where these things come from on the netwe just want a discount on everything). Also, you claim that it takes XYZ business days for pending charges to disappear on people's CC and Paypal Credit and they've yet to disappear. I am wondering what's taking so long. And I am assuming that it's some shady-business. All in all, I don't get what you guys are trying to achieve here. If you wanted to cancel orders, cancel them all. But you didn't apparently on accessories and so forth in which the 40% off code was used, so why not be fair and let everyone have their ordered items? Final Business Response /* (4000, 9, 2014/12/16) */ Hi *********, We offer this discount to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. This was not an issue regarding a security breach. This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees. As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the code. At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider. We were trying to review many orders as quickly as possible. Due to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (4200, 11, 2014/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi GoPro Support Team, My issue is a matter of fairness. It is not my fault that some items shipped out, while others didn't. I simply wanted my items just as my friends received some of theirs. I don't care about "why" and "how". I know all of that and you continue to repeat what allegedly happened (i.e. the security breach). Additionally, you never did explain to me cancellation policies (not present on your website). That's unfair to customers as well. If it isn't present, we shouldn't have to have our items cancelled. I don't think as a company, you have handled this matter very well. For one, you created such a code in the first place, you sent GoPro Hero 3s out (an older version) to people who have used the code, you've cancelled Hero 4 orders, you have no cancellation policies on your website (or at least if you've recently added it, you didn't have any), you kept pending charges on credit cards for over three weeks, and you have refused to own up to or acknowledge any of this in a way that is fair to all potential customers who have used the code. These, in my opinion, are bad business decisions. Customer experience and user experience should be on the forefront of a company such as yours. And as someone who wanted to afford to jump on the GoPro bandwagon, I am honestly appalled by the poor business decisions you have made with regard to this 40 percent off code and its usage. If you couldn't have cancelled them all, you shouldn't have cancelled any. It's incredibly unfair. It would seem that you are stubbornly unwilling to acknowledge the code for GoPro Hero 4s. That is mainly why I am upset. Because while the people that I know had their GoPro Hero 3s for Christmas by using the same code, I had nothing but a pending charge on my credit card.

12/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Cancelled my order as they would not honor their coupon code despite shipping orders for others using the same coupon code. I ordered a camera and battery pack on their website with a valid coupon code that reduced the price of several products by 40%. I received notification that my order was received and would be shipped shortly. A few days later, I received an email stating from the company stating that they would not honor the coupon code and had cancelled my order. What does not make sense is that I had a friend order a camera and accessories and their order shipped. The only difference between my order and their's was that camera was a slightly lower priced model. This seems to be a clear case of bait and switch and possible discrimination as some people's orders were being honored. It would appear GoPro was indiscriminately cancelling orders if the consumer purchased a camera Gopro did not want to include in their deal despite their site advertising the 40% off.

Desired Settlement: I ask that GoPro honor their offer and send me the HERO4 Silver and Dual Battery Charger + Battery (for HERO4) I ordered in order #NAXXXXXXXX at the agreed upon price of $286.99 prior to Christmas Day as the site stated I would receive. I also ask that they acknowledge that they did indiscriminately honored this code for some orders while denying it's use for others.

Business Response: Initial Business Response /* (1000, 5, 2014/12/16) */ Hi *********, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I reject GoPro's claim that orders were cancelled to prevent fraud, as there were plenty of orders shipped using this code so it would appear that GoPro indiscriminately chose which orders to ship and which orders to cancel. To call the "leak" of a code theft is a bit of a stretch too. Plenty of sites have discount codes available on the Internet and honor them without question. Additionally, the code used on your site stated nothing about the terms you claim in your response. It simply marked down various items. If this code was not intended to be used by multiple people, then why make a universal code? It is very easy to create one use codes or codes tied to a specific user account and why a company the size of GoPro chose to not utilize either of these methods is rather puzzling and continues to muddy the waters. The facts are that you did ship several orders that used this code (despite not meeting the terms in your response) and at some point determined that there was a threshold by which you would cancel orders. A company of your size should operate from a much higher level of integrity and in this situation, your customers are the one's left out in the cold. This is not how a company with a BBB A+ rating treats their customers. Final Business Response /* (4000, 9, 2014/12/19) */ Hi *********, This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees. A person who received the code provided it on eBay, and orders were placed by customers who were eligible to use the code. As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the code. At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider. We were trying to review many orders as quickly as possible. Due to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (4200, 11, 2014/12/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm confused, your initial response insinuates that people using this code did so in an unethical manner, with or without their knowledge. You then go on to say that these orders were cancelled yet I know for a you were discriminate in which orders you allowed to process and which orders you allowed to ship using this "ill-gotten" code (as you claim). There are plenty of companies that allow for codes submitted to certain customers to be used by others. The fact of the matter is your company created a multi-use code rather than a on-time use code and seemed to have been OK with it's use on specific items, regardless of who used it. Only when the usage spiked did you take action to cancel some of the orders and instead of handling this properly, you chose to blame the customer and cancel orders that you deemed non-profitable. This was clearly an issue with how your website allowed for online codes to be used and not the fault of your customers as you seem to want to point the blame. The true blame lies in the creation of a code that can be used by anyone and the way you handle allowing this to happen is an apology and maybe a gesture to your potential customer of a gift card or discount on a future product, as so many other retailers do. Heck some of them even honor the deal as a gesture of goodwill to encourage future business. This is not the actions of an A+ BBB company and I think it should be noted.

12/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Canceling order for GoPro Hero 4 for using a promo code GoPro canceled my order NAXXXXXXXX for using a promo code which they say was not authorized. However, the company contradicted itself in that they only did not want to sell GoPro Hero 4's using this code and shipped other customers orders which were for Hero 3's and camera accessories. The cancelation email states "any orders using this code were canceled", but many customers accessory orders were shipped. I believe they have no right to pick and choose what to cancel after the fact since they had no terms and conditions set forth on their website for this.

Desired Settlement: Sell me a GoPro Hero 4 using the promo code CSWRCN4H3 at the specified 40% off retail cost

Business Response: Initial Business Response /* (1000, 5, 2014/12/16) */ Hi *****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) GoPro, if unauthorized and potentially fraudulent use of a warranty discount code was used, then all orders using this code would have been canceled. When in truth all accesory orders were left to be fulfilled and shipped, along with any order that did not contain your flagship GoPro Hero 4, which I ordered. I'd not be filing this complaint had you contacted all customers involved and been truthful and transparent about what you guys were really doing. Had I ordered a Hero 3 camera, we'd not be having this discussion. You're pulling the wool over your potential customers eyes, as well as trying to lie through the BBB about what actually happened here regarding this whole event. You had no terms and conditions listed on your website regarding promo codes which can/can't be used for certain orders. I'd ask you again to reinstate my order with the 40% promo code applied. Is that gonna kill ya? Final Business Response /* (4000, 9, 2014/12/19) */ Hi *****, Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees. We offer this discount to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. We were trying to review many orders as quickly as possible. Due to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (4200, 11, 2014/12/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) You can come up with any story you want to. When it comes down to it, GoPro is making up all of this as they go. There were no terms and conditions regarding canceling an order that used a promo code. Please honor my original order.

12/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a new GoPro Hero4 Black, received the confirmation order number. Then received an email 2 days later stating the order was cancelled. Used a coupon code to purchase a GoPro Hero4 Black on 12/7/2014 with my Visa credit card as a gift for a family member in the amount of $326.99. Received confirmation order on the same date and told said family member about the gift. Was told 2 days later that my wife used a coupon code that she illegal obtained. Spoke with customer service and explained that the code was given by a GoPro employee.

Desired Settlement: GoPro should honor the sales price and coupon code that were given by a GoPro employee.

Business Response: Initial Business Response /* (1000, 5, 2014/12/16) */ Hi ***, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) A few issues with your response... why did two of my orders with the discount code go through? It's very odd that both orders that did go through did not include your premium product, rather accessories and an older model camera. The only order that was stopped was your premium product, Hero4 Black. My wife was told about this code by a GoPro sales rep when she called the 888 number. I encourage to review the phone call. I do not accept your response and demand that my order be fulfilled or I will take legal action. GoPro is a public company and this behavior is unacceptable. I can understand if none of my orders have go through but that is not the case. Select orders did go through. I have never received an email order confirmation from a company and then had the order cancelled in this manor. Once I received the order confirmation, I told my family about the gift my nephew would be receiving. I will not rest until this is corrected. Final Business Response /* (4000, 9, 2014/12/19) */ Hi ***, Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees. As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the code. At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider. We offer this discount to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. We were trying to review many orders as quickly as possible. Due to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (4200, 11, 2014/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As mentioned earlier, when I called your 888 phone number, I was given the code by a GoPro employee. Your calls are recorded so I suggest you listen to them. It took a full 3 days for you to cancel my order, in which time I had shared the gift with my family since I had an order confirmation from GoPro. Now I look like a fool to my family because GoPro screwed up. This is unacceptable. If the code was invalid, your employee should not have given it to me. If your code was invalid, your system should not have accepted it and sent me an order confirmation. If the code was invalid, it should not have taken 3 days for you to cancel my order. What is GoPro doing to ensure this problem doesn't happen again? What discount code is GoPro going to give me as a makeup?

12/28/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Gopro canceled online order 48 hours after payment received and order confirmed I went online to Gopro's official website at www.gopro.com on December 7, 2014 and purchased one Hero4 Silver edition camera along with one 32GB memory card and a pair of dashboard mounts using a 40% promo code which was featured on a number of reputable online coupon sites. The promo code was billed as a Cyber Monday special. The code was accepted by Gopro and the 40% discount on the camera and mounts were deducted from the total. I paid using my credit card and within minutes received an email from Gopro confirming the order. 48 hours later I received an email from Gopro stating that they had canceled the order without offering any specific reasons behind the cancellation. I immediately called Gopro's customer support line and spoke with a rep who began accusing me of using a code which was only to be used for "warranty purposes" and that I was basically a thief. Needless to say by the time I hung up the phone I was enraged. How dare they? I looked for a discount code online in good faith like millions of other consumers and in no way was there any way for me to know that this code was for a select group of insiders. I again called Gopro and demanded to speak with a supervisor. I spoke with a person who claimed to be called "***** ********* and gave his employee number as **** I explained to this person that I had used the code in good faith and that it was unfair for them to cancel an order 48 hours after having already accepted my money for the order. He insisted that they have the right to cancel any order at any time. I said that this could not be legal and I again demanded that they honor our contract. "***** ********* offered to give me upgraded 2 day shipping if I were to pay full price (a difference of over $150). This is extortion! I will not accept that a company has rights above that of common citizens. Shame on gopro.

Desired Settlement: I want them to honor our contract. And if they have an morals whatsoever they will realize their horrible mistakes and make up for it somehow.

Business Response: Initial Business Response /* (1000, 6, 2014/12/10) */ Hi *******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 8, 2014/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) A contract is a contract and I will insist that Gopro honor it. Gopro charged my credit card and waited 48 hours before deciding to cancel my order. Gopro could have limited the promo code to a single use but failed to do so. Gopro could have refused the code at the time of purchase but accepted the code. Gopro is trying to establish a precedent which flies against numerous legal and moral precedents similar to Gopro's dilemna. It is not my fault if Gopro is unable or unwilling to control the use of their promo codes. It is not my fault if someone posts this code on a reputable couponing site. I will file a case with the FTC and/or file a lawsuit if necessary. This is about what is right and what is wrong and I will not allow Gopro to violate the law simply because they are a corporation. Get ready for a long and protracted fight Gopro if you do not honor our contract. Final Business Response /* (4000, 10, 2014/12/16) */ Hi *******, Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees. As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the code. At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider. We offer this discount to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (4200, 12, 2014/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) GoPro has once again failed to even address the points listed in my complaint. They for the 4th time have sent a cookie cutter message. I expected more from the BB than to let a company which is operating outside of the law to simply ignore a consumer complaint and just allow them to continue to ignore me. I have lost complete faith in the BBB and have zero confidence in their ability to solve this problem. At the same token I am still outraged at the actions of GoPro and know that they are acting like this because they do not expect anyone to sue them over their actions. Although I have zero doubt that I am 100% right in my arguments in that GoPro violated several laws and committed civil torts as well, I am now placed in a position where my only recourse is to sue. So let's go to court! Gopro wants to play games, let's play games. Let the lawsuits begin!

12/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They cancelled my order did not honor my coupon code. I ordered a gopro 4 silver edition online on 12/7/14 used a 40% off coupon which they did not honor

Desired Settlement: I want them to honor the coupon

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Hi *******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: GoPro did not honor an order with a coupon code despite sending a confirmation email and sales order number (representing a valid order contract). I placed an order for a GoPro Hero4 black edition on 12/7/14 using a coupon code for 40% off (through an online coupon website). The GoPro website accepted the coupon code for 40% off the $499 retail price (final price was $299 + 6% sales tax = $317.99). I received an email confirmation and a sales order number. Note that the confirmation email or the GoPro website did not specify that GoPro could retract the offer for what they deemed an "invalid" final purchase price (as other companies explicitly state). Thus, the confirmation email should serve as a contract for the order which GoPro was obliged to honor. At this point, my credit card had pending charges for the order in the amount of $317.99 so it appeared as though the purchase was valid. After 2 days, the company retracted the order and cancelled it since they claimed it was ordered with an "ineligible coupon code not intended for general use." This was not explicitly stated anywhere on the website nor during the purchase or while inputting the coupon code.

Desired Settlement: I would like GoPro to honor the final price I received from the confirmation email ($317.99), since they did not explicitly state that the coupon code did not apply to my order. This claim was made after the order was confirmed with email confirmation, sales order number, and pending credit card charges. Many websites offer coupon codes for discounts to their products. Should the coupon code be invalid, then the user would confirm this by getting an error while inputting the code. This was not the case as GoPro's system accepted the code. As an end user, that would confirm that coupon was valid and the order price was also valid.

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Hi *****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have recently placed an order with GoPro in the order No. NAXXXXXXXX. I just got an email telling me that it was cancelled for no legitimate reason. Just because people have placed orders of hundreds of cameras to resale, doesn't give them the right to cancel orders for people who ordered only one and will keep for self use. It is also confirmed by multiple people from online sources that GoPro has shipped older versions of their cameras honoring the same discount code. This type of double standards in treating customers and the bait and switch tactics are totally unacceptable!

Desired Settlement: I would like GoPro to honor this order and ship the product.

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Hi **, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support

12/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered a camera with a 40% off discount code, they sent email confirmation and then cancelled. I was provided with a 40% discount code to purchase a GoPro Hero 4 Black camera for $299. The order went through no problem and I received a confirmation email with the promised price of $299 + local tax. I called the next day 12/8/14 at approx 7:30 MST and I was told the order would ship out soon. Upon calling again in the afternoon I was informed that they cancelled the order as I didn't qualify for their promotion. Why would GoPro offer anything outside of a one time restricted offer code if they refuse to honor it with other customers?

Desired Settlement: Fix your issues and don't tell a poor chap his order will ship out and then cancel it on him a few hours later. I feel somewhat deceived.

Business Response: Initial Business Response /* (1000, 5, 2014/12/09) */ Contact Name and Title: *** ** , Supervisor Contact Phone: XXXXXXXXXXx**** Contact Email: *******@gopro.com Hi ********, We are very sorry to hear about the issues that have arise. The coupon code that was applied is not a generic coupon for the public to use, but rather a specific coupon for a customers who damage their cameras or are out of our warranty period. Our instructions and rules regarding this coupon are sent during communication with our support team, and not listed on our website. If ******** has an issue with a camera he currently owns and is eligible for a discount, he will need to contact our support team. This is not a discount we are able to process for this customer, as it was not issued to them directly. All orders placed on GoPro.com are subject to review. The authorization on the credit card will drop off in 3-7 business days. If you would like to place a new order, we would be happy to offer free expedited shipping. Regards, GoPro Support www.gopro.com/support

12/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My GoPro Hero3 is defective and not responding to any normal inputs. Dear BBB, I initially called Gopro for guidance and spoke with a CSR by the name of lindsey whom instructed me to download an updated software file and after 20 minutes with following instructions it did not resolve the issues with my GoPro camera. Please note: This was a Fathers day gift from this June of 2014 and it has a brand new battery and I replaced the micro SD card numerous times as suggested by many videos on Youtube. The camera has it's own mind and doesn't power on when I press and hold the power on button or when it does, it does not power down. When it does decide to function properly, It will record for 6 or 8 seconds then shuts down on its own without being able to power on again thereafter. This has been going on now for the past six weeks and would like to get a replacement Hero3.

Desired Settlement: I would like my Fathers day gift to be replaced with a properly functioning GoPro Hero3. This gift was fairly pricey and was happily received by me and didn't expect such a wonderful camera to have so many negative issues.

Business Response: Initial Business Response /* (1000, 5, 2014/12/08) */ Hi *******, We're sincerely sorry to hear you are running in to trouble with your HERO3 camera. There should be no problems replacing your camera under warranty once we've attempted the troubleshooting. One of our Supervisors will be reaching out to you shortly to ensure everything is handled appropriately and in a timely manner. Many thanks, GoPro Support

12/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased gopro4 silver with 40% discount code and gopro cancelled the order and said that code was not intended for the public. Purchased a gopro4 with 40% coupon. Gopro said coupon was intended for public after purchase went as far as getting ready to ship. Gopro cancelled the order and now won't do anything to help their customers. They won't stand behind their errors or their products. They want you to purchase one at full price. Now people won't get their x-mas gifts.

Desired Settlement: Requested that they honor the 40% off gopro4 silver making the purchase price 239.00

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Hi ********, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This code was obtain from slickdeals.net. I have used that website many times and have never had this type of problem. This code never stated that it was for replacement of cameras. If this was a fraudulent code it should have never been accepted and asked for my credit card information or been processed as far as it did. Gopro is just not willing to support their mistakes and for that now people will not get their Christmas presents. Hope they are proud of themselves. Final Business Response /* (4000, 9, 2014/12/16) */ Hi ********, Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees. As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the code. At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (4200, 11, 2014/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, if the code never specified those terms. If this suppose to be used like this then there should have been mention of this before. Once again a company caught in a lie and trying to back track.

12/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: GoPro canceled my order of GoPro Hero 4 black without my consent I have ordered a GoPro Hero 4 Black edition on Dec. 7, 2014. I received an order confirmation email as attached. I paid the order with my credit card and other personal information. After 2 days, on Dec. 9, 2014, GoPro canceled my order without my consent. The order number is NAXXXXXXXX Item: GoPro Hero 4 black Order date: Dec. 7, 2014 Quantity: 1 Order Total including Tax: $315.00 Payment method: visa creditcard

Desired Settlement: I demand GoPro to fulfill this order by shipping the ordered item within the next 7 business days, or refund $730 as the result of not being able to fulfill the order.

Business Response: Initial Business Response /* (1000, 6, 2014/12/10) */ Hi ******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 8, 2014/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was not any indication of the potential intention of the coupon code during the ordering process. By entering a promotion code, the ordering page from gopro.com only showed that it's accepted or rejected. From my perspective, there is no way to verify if the code is valid or not based on the code itself. Upon receiving the order confirmation email, as well as the payment showing on my bank account, it was considered that GoPro had accepted the order. I didn't find any language on gopro.com and order page regarding the order cancelation policy from GoPro. As an "A+" rated company from BBB, I believe that GoPro should handle this case more professional, rather than implying that customers are "stealing code" or "defrauding anyone". In addition, GoPro still hold the funds from my credit card as of today. And on 12/10/2014, there was a second charge from gopro.com appeared on my bank account. I cannot accept the explanation from gopro.com. I still demand GoPro to fulfill the order by shipping the item within 7 business days or refund $730 as a penalty. Final Business Response /* (4000, 11, 2014/12/16) */ Hi ******, Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees. As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the code. At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider. Looking at your customer record, there is only one order placed, NAXXXXXXXX, for $315.89. Please reach out to your bank regarding the second charge. If follow up is needed from GoPro, please call or or start a support case. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (4200, 13, 2014/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business actually didn't propose any viable solution other than cancel the order. The business continuously explain that the discount code is not a sale or promotion but still, from the order page, there is no determination of such language. The order was accepted successfully instead as well as the credit card payment. One thing is worth mentioning: The business talked about the online deal website which distributed the discount code. But here is something contradictory. There were customers reporting that they received accessories and Gopro Hero 3 even Hero 4 with the same discount code and were not questioned about "agreement of exchange". So may I know the reason why GoPro treated the customers differently?

12/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a camera from GoPro on 12/7/14 discount code. GoPro has refused to ship me the product and refuses to remove the pending charges on my CC. I purchased a HERO4 Black camera from GoPro on 12/7/14 using discount ******************* provided me 40% off my order. I have 2 order numbers(NAXXXXXXXX and SO-XXXXXXX); my total for the order was $311.99 using a Visa credit card. GoPro has now refused to ship me the product most likely due the fact that they feel the discount code gave too much of a discount. They refuse to email me and refuse to remove the pending charges on credit card.

Desired Settlement: I want my camera.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't understand GoPro's logic. There were individuals who used the coupon on accessories ONLY who got their order shipped while others who used the coupon on cameras ONLY got their orders cancelled. It seems like the coupons applied on cameras order were cancelled due to the margin of discount. ********************* Final Business Response /* (4000, 9, 2014/12/16) */ Hi ******, We were trying to review many orders as quickly as possible. Due to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs. We offer this discount to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (4200, 11, 2014/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still don't understand the logic. If the code was meant for a certain person, why did orders that had both accessories and cameras, the accessories was discounted and shipped yet the camera canceled.

12/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased an item on their own official website, they refuse to honor the order. Purchased an item on their own official website, they refuse to honor the order.

Desired Settlement: Send me my order

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Hi ****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's ridiculous. Then why did you honor orders that included accessories and the GoPro 3+?? If it's indeed fraudulent then why did you honor it on some orders but not others? It's either you honor none of the orders or you honor all the orders, simply as that. Since I have concrete evidence that you honored some orders, you need to honor all orders. Final Business Response /* (4000, 9, 2014/12/16) */ Hi ****, As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the code. At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider. We were trying to review many orders as quickly as possible. Due to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (4200, 11, 2014/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nope, more BS. For one, GoPro never reserved the right to cancel orders in their Terms and Conditions. You can't say the coupon wasn't supposed to go out to everyone/be used YET YOU fulfilled orders to get rid of their older models and stupid accessories... Take some responsibility!

12/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Not honoring Coupon and Advertised price I purchased a go pro silver for a christmas present two days ago. I used a coupon that was provided to me and also saw an advert for the discounted price on GoPros official website. I purchased the product and my AMEX was charged for it. The item did not ship and then I was emailed that they were canceling my order because the coupon code wasn't initially intended for public use. This was to be a Christmas present and I am out the money until it is reversed by GoPro which will ruin my Christmas as I don't have hundreds of dollars to be able to buy the product for my love one. I would like GoPro to honor my price and rush this item out as this is a bait and switch technique to say that they will still sell me one but without the coupon when I called customer support.

Desired Settlement: I am looking for GoPro to sell me the camera at the price and discount as promised via the coupon code and to rush the shipment. This is ridiculous that a company would cancel a loyal customers order and I if they are not willing to honor this price I will look into other legal options as I have a screenshot of the advertised price listed on their website along with the coupon code provided to me.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) My credit card was charged it went through the pending and as per federal law you should honor the order. Also cancellations are not covered in your terms of service when I purchased the product so again as per federal law GoPro is required to fulfill the order since I was charged and the order was processed. Please process the order otherwise I will look at further legal actions against your company as it is also noted and proven that GoPro did not cancel all orders with this code, orders with a 3+ or accessory purchased after my purchase were fulfilled so to say you were not honoring the code for anyone who was unauthorized is untrue and unfounded. Please fulfill your promise your company made, ethically GoPro should follow through with a payment they accepted. Final Business Response /* (4000, 9, 2014/12/16) */ Hi ****, Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees. As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the code. At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider. We offer this discount to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. We were trying to review many orders as quickly as possible. Due to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (4200, 11, 2014/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The terms and services say nothing about coupon code use as of the date purchased. GoPro updated their terms and services after the coupon code was used and they cancelled my order. I have a copy of the terms and services from the day I purchased the item both via screenshot and as a document and there is no mention of you will not be able to accept these terms and services agreement without authorization of a coupon. The simple fact is that GoPro has violated federal law in relation to charging a card and taking money for an item and then not shipping the item. Also in the terms and services the company does not have a cancellation policy which according to federal law if a consumer has a charge the company is legally accepting responsibility for fulfilling the order as per the agreement of a legally binding purchase. GoPro's ethical decision to only fulfill Hero 3+'s and Accessories and not fulfill Hero 4's product just proves the dishonesty and lack of ethical responsibility that BBB businesses are agree to uphold as a member and just proves the company was trying to get rid of old product and not fulfill any new product at the discounted price. I will be reporting GoPro for this incident to the federal trade commission and hope BBB reviews their membership as they lack serious ethical and customer relations.

12/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: GoPro cancelled my order with the reason that my promotion code was not for public use. However, nowhere said that when I was purchasing. I heard a 40% promotion deal on any gopro products from my friend and bought a gopro 4 silver using this code. There were not any terms or clauses saying that this code was not for public use. Money was deducted from my credit card and confirmation email was also sent to me. However, two days later, GoPro service sent me an email saying that the code I used was not for public use, and cancelled my order with no compensation. There are two things I doubt about this. First is why they don't put any explanations or restrictions on this code, which should be easy for their IT. It's their mistake for this so-called "security breach", not us customers. The second is about the public use. Since this code is not for public use, any order using this code should be cancelled. But lots of customers, including my friends, are telling that the orders of accessories and gopro 3+ models purchased using this code are being processed successfully, some even shipped out. Only orders with gopro 4 models have been cancelled. This is severe cheat to the customers! Here is the confirmation email: Order Summary Order Placed: Dec 7, 2014 Order Number: NAXXXXXXXX Billing Address *** *** XXXXX ********** Dr ********** CA XXXXX United States Phone: XXXXXXXXXX Shipping To *** *** XXXXX ********** Dr ********** CA XXXXX United States UPS Ground Shipping Status: Not Shipped Payment Method Credit Card *** *** Discover / **************** / Exp. **/**** Amount: $260.99 PRODUCT QUANTITY PRICE NEW HERO4 Silver 40% Off Select Products 1 $239.99 Subtotal $239.99 Shipping UPS Ground $0.00 Sales Tax $21.00 Order Total: $260.99 And here is the email cancelling the order: Dear GoPro Customer, We thank you for your most recent GoPro Order NAXXXXXXXX. Unfortunately, we have encountered an issue with the order and have cancelled the order. The discount code entered into this order was not intended for general public use, it was discontinued intentionally and any orders placed with it have been cancelled. If you received the code directly from GoPro support please reply to your original support case through which a discount code was provided, or give us a call and reference your case number, so we can get a new order going for you. We apologize for the cancellation of your order and we understand you wish to receive your order in a timely manner. Thank you, GoPro Customer Support

Desired Settlement: Honor with the promoted price and have item shipped

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ***, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) You guys are still holding my transaction pending since it has been almost a week! GoPro is the most ugly cheat of 2014! Final Business Response /* (4000, 9, 2014/12/16) */ Hi ***, At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider. If the authorization is still not off within a few days, please reach out to your credit card regarding this. If the bank is unable to, please reach out to us in a support case and we can further look into it. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (2000, 11, 2014/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Used coupon to purchase a GoPro but the company is not honoring the coupon after all checkout process is completed. I ordered a GoPro 4 Black from gopro.com with a 40% off coupon. After all check out process is completed. GoPro company put my order on hold. They will not ship and will not honor the coupon that I used for the order.

Desired Settlement: Please honor the coupon and ship out the order.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi *****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) In that case, the orders for the accessory with the same coupon got confirmed and shipped. but orders for the camera is being held for the same code. Final Business Response /* (4000, 9, 2014/12/16) */ Hi *****, As mentioned previously, orders that are placed using this specific code are reviewed by a supervisor to ensure the customer using this code had agreed to an exchange with our support team for authorized use of the code. At the time of submitting the order an authorization is made on the credit card to ensure there are sufficient funds should we need to bill. If no agreement of exchange for use of the code was made, and therefore no code was provided by us, the order would be cancelled. Any pending authorizations on the credit card are then released and this will be reflected on their account within a few days depending on the credit card provider. We were trying to review many orders as quickly as possible. Due to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (2000, 11, 2014/12/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cancellation of Online Ordered Product. I have ordered a GoPro Hero 4 Black online that was on, they just cancelled my purchase. I had ordered a GoPro Hero 4 Black a few days back on the GoPro Online Store. I had a coupon code from a legitimate deal site because I was looking for good deals since it is Holiday season I was thinking there would be good deals and sales on products. I came upon the GoPro Deal. I went to their website and entered the coupon code on their online store and they accepted it. I got an order number saying thank you for your purchase. But then a few days later they had cancelled my order because they said they won't accept the discount. My point is my order was already accepted online, GoPro shouldn't just cancel that order. If they had technical difficulties on their website then they should have shut it down for the time being while resolving the issue, rather than accepting orders and then declining them anyways. Again, I am still paying top dollars for the product, I am just so disappointed with how they are handling this situation. This is a fault on their side and not the consumers. I shouldn't be penalized for their mistakes.

Desired Settlement: I want the original discount that was granted to me. I am not asking for GoPro to give the item to me for free. All I want is that they give me the discount that was promised to me when I ordered the item.

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Hi ******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again I have already ordered the item, if the code was fraudulent, how come the companies own website accepted it in the first place? Some orders used with the code were honored. They have honored purchase of accessories. The company made a mistake and the consumers are paying the price for their mistake. All the consumers Got including me for appeasement is just a pat in the back and a simple apology. Final Business Response /* (4000, 9, 2014/12/16) */ Hi ******, Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. We offer this discount to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. We were trying to review many orders as quickly as possible. Due to the massive influx of orders placed with this code after it was widespread on the internet, some of these were not able to be reviewed before the shipping cut off time. We are allowing customers to keep any orders that did ship out, as we did collect payment. If you would like to return these orders, please reach out to us in a support case and we would be happy to send a FedEx label to cover return shipping costs. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (4200, 11, 2014/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) These are just tactics of this company to escape the mess they put theirselves into. If they have done it to the few people that put the code. So they should have done it to the rest. As I see it they are a big company, and they should be responsible enough to admit their mistakes and own up to it, by giving the consumers what rightfully is theirs. They should not be bullies and just undermine the rights of the consumers. If they would be forgiven for this matter, who are we to tell in the future what else this company can get away with. I for myself want that they honor the code that they have accepted in ordering online. A legitimate code that was put online and was accepted by the company, through the process of online ordering on their own website. On the time of the order there was never a fineprint of what they were trying to cover their mess up with? There was never a note that said that they have to review the code that was put on the order. So please GoPro stop with all the alibi, give the consumers what they deserve.

12/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order for an item on their website, they advertised a lower price for the item and later said it was an internal mistake but didn't honor GoPro charged my credit card but denied my order, they forced me to call them to get information and inform me of their false advertisement, they wouldn't honor their "Internal system error". Any decent company would honor their price mistake if it is the companies fault.

Desired Settlement: I am requesting for my order to be honored and to recieve the product for the price reflected in my order confirmation Order #NAXXXXXXXX

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't use a promo code, I simply clicked on a link and the camera was advertised at the 40% off cost of 299.99, whether it was a mistake or not gopro advertised this price on their website. Final Business Response /* (4000, 9, 2014/12/16) */ Hi ****, Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. Without having been able to agree to the exchange for the discount code in accordance with the explained agreement, the code would not be distributed. This discount code is not a sale, or a promotion. It is not advertised or listed anywhere on gopro.com nor is it posted anywhere by our employees. We offer this discount to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement if we are unable to resolve their issue through troubleshooting. Looking at the customers order, there is a discount code applied, CSWRCN4H3, which needs to be entered when checking out on our site. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (4200, 11, 2014/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you would have read my statement which I clearly see you didn't by reading yours, let me say it again "I DIDN'T ENTER A CODE, I SIMPLY CLICKED ON A LINK AND IT WAS ADVERTISED AT THAT PRICE" if a code was applied to my order than either your website did it, or you just didn't it right now. Also in one of your responses you said it was posted to "Sickdeals" but when I search "Sickdeals" it isn't even a registered domain name. Do you want to continue to lie to your customers instead of admitting to your mistake?

12/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Go Pro Hero 4 Black was ordered using a coupon code, order cancelled with explanation of an invalid coupon despite funds withdrawal and confirmation I placed an order for the Go Pro Hero 4 Black using a 40% off coupon code on 12/07/14 using my Visa Credit Card. The amount was $299.00 with a total of $323.99 after tax. I received a confirmation e-mail with my order number (SO-XXXXXXX, NAXXXXXXXX)) the same day. I checked on 12/09/14 to see the status and and it said to call to customer support. I called in and initially had issues with reception with "Julianna." I called back and talked to "Emico" and he advised me that the order was cancelled because the coupon code was not valid. I don't understand how the coupon code is invalid if it was accepted, the order processed, and funds withdrawn (charged) to my credit card. I am purchasing this as a Christmas gift, and already purchased accessories to go with it. Now I do not have a Christmas gift and have a ton of accessories to go with a device I do not have. I believe this is ridiculous that I went through this process and ordered using a valid coupon THROUGH the GoPro.com website and it is not being honored.

Desired Settlement: I would like the price to be honored and delivered as previously ordered, and to arrive as scheduled. It cannot arrive after Christmas as it is a gift.

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Hi *********** We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I understand the circumstance for the cancellation, I am still left in a bind and a tough situation. I am just disappointed that something like this would happen with such a large company. I was extremely excited about this gift for my sister, and as mentioned had purchased all of the accessories for the device to go with it as there was an order confirmation e-mail sent. What troubles me is that there is not a better process for warranty claims and that this was loop hole, or however you want to call, it is allowed to happen. Judging by the response, I was not the only one that was affected by this and I am sure there are plenty of folks out there that are left disappointed. Final Business Response /* (4000, 9, 2014/12/16) */ Hi ***********, Because the code is only distributed to customers after an agreement of an exchange of their camera in place of the discount code through a support case, these customers who used the code without having done so were not able to accept our terms of use for this discount code as they would never have been presented with the offer. We are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined previously. Once again, this was not our intention, and something that should not have been made available to the public. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (4200, 11, 2014/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no proposed resolution here other than to say that they would not honor the code. It doesn't matter if an error was made by the website or whomever it was that allowed for the confirmation email to be sent, it should be honored. I don't have much else to say here other than I am disappointed in not receiving any type of consolation other than an offer for free shipping from their sales representative when shipping was already free. I don't accept the response, and I will no longer do business with this company.

12/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They canceled my order without any notifications, customer service was rude and hang up on me as soon as I asked business address to file complaint. 12/07/2014 I placed order on gopro.com, before that I surf online and found discount coupon code, coupon was successfully applied, my card was charged and I received order conformation from gopro.com saying that order was places, order number NAXXXXXXXX. Today I called to customer service to ask if my order was shipped, but assistant told me that my order was canceled, because they not gonna sell me camera with coupon code I used, they sad that its invalid. How its can be invalid if it was successfully applied, I have conformation email. I asked assistant about terms of use and policies of gopro, if they have a rights to cancel my order without any notification or others reasons, assistant told me right away that they have it on their terms of use, I checked terms of use and policy pages and did not find it, then assistant agree that its not listed on website, but refuse to ship the order. As soon as I told him that I need company address assistant hang up on me.

Desired Settlement: The coupon code was applied successfully, that why I want my order to be shipped for the price was advertise.

Business Response: Initial Business Response /* (1000, 5, 2014/12/09) */ Contact Name and Title: *** ** , Supervisor Contact Phone: XXXXXXXXXXx7290 Contact Email: *******@gopro.com Hi We are very sorry to hear about the issues that have arise. The coupon code that was applied is not a generic coupon for the public to use, but rather a specific coupon for a customers who damage their cameras or are out of our warranty period. Our instructions and rules regarding this coupon are sent during communication with our support team, and not listed on our website. If ******** has an issue with a camera they currently own and is eligible for a discount, they will need to contact our support team. This is not a discount we are able to process for this customer, as it was not issued to them directly. All orders placed on GoPro.com are subject to review. The authorization on the credit card will drop off in 3-7 business days. If you would like to place a new order, we would be happy to offer free expedited shipping. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (3000, 7, 2014/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Coupon was applied, it was not any restrictions to use this coupon and it was published by one of your employee. As soon as my order was successfully submitted and my card was charged you are automatically agree it. I never gave you authorization to cancel my order, it is no any information that you reserved rights to cancel my order a any time. I did all screenshots of you terms of you, privacy policy and other pages. Final Business Response /* (4000, 9, 2014/12/15) */ Hi, The discount code entered when placing your order is authorized on a case-by-case basis and as such, would need to be approved individually once authorization for use of the code has been verified. This discount code was auctioned by an individual who illegally sold the generic code to a number of individuals on eBay; it was then fraudulently spread throughout the Internet on discount code websites and other social forums. The withheld funds you may see on the account that was used for payment is merely a pending authorization, and you will not be billed for any amount on an order that was cancelled. No funds were collected on this cancelled order. Depending on the credit card company or method of payment that was used, this pending charge will typically disappear and be reinstated within a few days. As you have called in and spoken to multiple supervisors, you are aware we are not able to honor a discount code that was not authorized for you to use. Regards, GoPro Support www.gopro.com/support Final Consumer Response /* (4200, 11, 2014/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wait a minute, this code was published by one of your employee, I did not buy it on ebay. This code was successfully applied with out any restrictions. As I sad early by your policy you can not cancel my order, I'll send a copy of your terms and conditions page. As soon as you accept my order you are agree with terms the same as me.

12/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Charged my credit card for a GoPro Black yet cancelled the order. They allowed my order to process yet did not fulfill. I used a coupon code for 40% off the GoPro Black, they charged my card for the price of the item + tax, $320.99. Yet they cancelled my order after allowing it to process. I would like my item as they have already charged my card for it.

Desired Settlement: Would like the item for the price you already charged my card for.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (2000, 7, 2014/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Go Pro camera from Go Pro directly. It didn't work. I sent the camera back as directed and they have not refunded or replaced the camera Please see above

Desired Settlement: Refund or replacement

Business Response: Initial Business Response /* (1000, 5, 2014/12/15) */ Hi ****, We're sincerely sorry to hear about the issues replacing your camera. It is our goal to ensure you have a working camera so you can capture life's moments previously unable to be captured. We do see the replacement has shipped via FedEx with the following tracking number: XXXXXXXXXXXXXXX. It is scheduled to be delivered on Tuesday, December 16th. We will have a Supervisor take over your Support Case and reach out to you shortly to ensure everything is handled appropriately from here on out. Thank you for your continued patience and understanding during this process. Regards, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2014/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) We finally received a replacement camera. Thanks to BBB :)

12/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Order got canceled as I used some coupon found on Internet, while the customer support indicates the coupon was not for public use. I purchased two GoPro Hero4 Silver cameras from the official website of GoPro with some coupon code found on the Internet on December, 7th 2014. However, I received a email notice on December 9th saying that the order will be canceled as the coupon code was for internal problem resolving use and not for public use. Then I checked the status of my order, which asked me to contact with customer support, and so I did. The representative then claims that they don't know how the internal coupon code was leaked and refused to fulfill the confirmed order, which had already charged my card. So I don't know when and how will they resolve this issue. Order Reference Number: NAXXXXXXXX The Order Number: SO-XXXXXXX Items: 2 * New GoPro Hero 4 Silver Camera Amount Involved: $523.18 Payment Method: MasterCard / **************** / Exp. *******

Desired Settlement: It would be the best if GoPro could fulfill the confirmed order, otherwise, refund the full amount immediately.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi *****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (2000, 7, 2014/12/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Was able to submit an order with a valid coupon code but order was cancelled. Successfully submitted an order using a coupon code and card was charged. Order was cancelled by GoPro.

Desired Settlement: Please honor and process the order as it was officially ordered and purchased directly from GoPro's website.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ******, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (2000, 7, 2014/12/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) GoPro should update their system so that this kind of incident wouldn't happen to others.

12/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Gopro is not honoring coupon code. I used a coupon code and since it was leaked on the Internet its no longer being accepted they should honor all orders.

Desired Settlement: For the orders to be fufilled.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ Hi ****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. This is simply not something we can honor for the reasons outlined above. If the customer received this code through a support case, we would ask the customer to provide the case number, which should match the email address or name in this BBB case. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (2000, 7, 2014/12/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you, I actually know for a fact the code was first posted on facebook and trustpilot.com which is where im pretty sure the ebay sellers found it. Good to see you came up with a good solution thanks.

12/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company refused to honor contractual agreement. I ordered an item from gopro.com and used a discount code that hundreds of other people had been using for weeks upon weeks with nothing but success. However, when I used the cod the company reneged on our agreement and cancelled the order. This is not how a company should behave. At the very least, provide some sort of compensation for the hassle of dealing with this nonsense. Shame on gopro. I Dont think I'll ever buy their products seeing as how this is how they treat customers.

Desired Settlement: A physical letter of apology mailed to my address.

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Hi ****, We are sorry for any inconvenience caused by the cancellation of this order. Our order review team canceled this order as a result of unauthorized and potentially fraudulent use of a warranty discount code. The code used, is provided on a case by case basis. We provide this code to customers who have products that are out of warranty and we have made an exception to help with a discount on a replacement, if we are unable to resolve their issue through troubleshooting. The code is distributed only through a support case and only provided once their product has been returned to us to avoid abuse and fraudulent claims. This order had a discount code applied to the online shopping cart reducing the total cost of the order by 40%. Once an order is placed with this code, the order is then held and reviewed by a supervisor to ensure it is used by a customer who received the code directly from us, and was used on items agreed upon in the support case. This customer did not receive the code from the GoPro Support team, and therefore it is an unauthorized use of the code. Accordingly the order was cancelled. A customer sold this code on eBay, and it was then distributed throughout the Internet. It was then fraudulently spread throughout the Internet on discount code websites, such as "sickdeals.com" and "retailemenot.com". To prevent additional unauthorized uses, the code has been deactivated. We absolutely understand most of the customers who tried to apply the discount code were not intentionally attempting to defraud anyone, they were however inadvertently using an stolen code. We were acting on our moral responsibility to prevent theft (intentional or unintentional) by simply canceling the order and releasing any pending authorizations on their credit cards. No funds were collected in any of these orders, as they were cancelled prior to shipping and accordingly the pending authorizations on the customer's credit cards have been released. The release of the authorization can take between 3-7 business days, depending on the bank and payment method. Once again, we are very sorry for any troubles this may have caused you, and we appreciate your understanding in this matter. As per your desired resolution, we would be happy to send a letter to your house, which we will do shortly. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (2000, 7, 2014/12/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Great, I'd love a letter. I'd also like it to explain why some orders using that "fraudulent" code WERE honored selectively (like accessories and go pro 3s) and only go pro 4s were canceled orders. Additionally, the cancelation email I received seems very unprofessional. There was no claim that this code was for what go pro claimed it was for, and there were no terms or conditions associated with this code. The fact that go pro selectively honors or eliminates orders associated with this code is ridiculously unprofessional, and clearly shows how green this company is. Hire a lawyer, make some terms and conditions that assert that gopro can cancel orders at its discretion and in the future protect yourselves. The fact that gopro lacked these conditions, policies, and terms and conditions makes me believe that my order should have been honored and I will be filing a complaint with my attorney general over this breach.

12/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Although the company claims my refund was issued through PayPal, when I contacted PayPal no such refund has been issued. My issue started with GoPro, Inc. the moment I requested a return authorization form. I received a Return Authorization Number (RMA) on October 30, 2014 and was told I had 14 days to get the item to GoPro. The instructions also indicated that I needed to include the return authorization "form" with my return. I did not receive a return authorization form. After many emails and phone calls across several days. I finally received my Return Authorization Form. I mailed the item back to GoPro Returns ********************************************* XXXXX on November 5, 2014 and it was received by GoPro on November 7, 2014. On November 14, 2014 I sent an email inquiring as to my refund. On November 14, 2014 I received an email from ******@gopro.com telling me to open an attached file which was my Refund Receipt #RF-XXXXX. On November 21, 2014 I sent another email asking why my account had still not been credited (I still have not received a response to that email). I called on November 21, 2014 and asked why my account had not been credited and was told that a credit had been issued was now with PayPal (I purchased the item through PayPal). I contacted PayPal and asked about the refund at which time I was told GoPro has/had not issued a refund to my account. I filed a dispute through PayPal on November 21, 2014. I have jumped through every hoop required by GoPro and they still have not fulfilled their responsibilities. It has been nearly a month since I started the refund process and I feel this is totally unacceptable. It took them two seconds to charge my credit card; it shouldn't take four weeks to issue a credit. ADDITIONAL DETAILS: Case is being handled by another organization: PayPal

Desired Settlement: I was told by PayPal that if GoPro does not issue my refund by December 1, 2014, PayPal will credit my account and continue to try to collect from GoPro. I don't anticipate receiving my credit from GoPro and don't think PayPal should have to issue my refund but thank goodness I ordered through PayPal, at least I know I will receive my refund at some point.

Business Response: Initial Business Response /* (1000, 5, 2014/11/26) */ Hi *******, We are very sorry to hear about the refund delay. As you mentioned, we have processed the refund under RF-XXXXX on November 14th, 2014. We have reached out to our internal team to follow up with PayPal and ensure there are no delays or issues on our end . A Supervisor will reach out to you in the support case to follow up as well. Once again, we apologize for the delay in the refund being processed and we will ensure everything is taken care of in a timely manner. Regards, GoPro Support www.gopro.com/support Initial Consumer Rebuttal /* (2000, 7, 2014/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I finally received my refund on December 4, 2014. GoPro received the returned item on November 7, 2014. It was almost a month for my refund to be processed; I find this unacceptable. At one point when I contacted GoPro I was given a copy of PayPal's return policy. Apparently GoPro thinks their customers are uneducated and incapable of researching a company's policy. Not only did I find this insulting but I had informed GoPro that I had already contacted PayPal and they had "not" received the refund from GoPro. GoPro responded by sending yet another copy of PayPal's refund policy. The last phone conversation I had with GoPro support I was asked if I would like to elevate my complaint to a higher level and I agreed. It wasn't until I filed my complaint with BBB that a supervisor bothered to contact me and even then insinuated that the initial confusion had been my fault. I made my purchase with one email account and when I requested the refund I used another email account; this allowed me to keep the two separate for my own accounting purposes. GoPro replied to the email I had used for the refund request and issued a refund authorization number indicating I had 14 days to return the item. GoPro also indicated that their return authorization form was to be included in the return and GoPro would send the form in a separate email. I anticipated receiving the return authorization form to the same email account that I received the number. I informed GoPro several times that I had not received the form and all they could tell me was that it had been sent. Finally someone from GoPro realized they had been sending the form to my initial email account and "all" other correspondence was going to my refund email account. It was implied by the supervisor that this was my fault because I had "contacted" GoPro using two email accounts. I did not initiate the refund using two email accounts and I don't see how ordering an item from one account and requesting a refund from another can be so confusing but apparently for GoPro it is. Due to the delay in receiving the return authorization form I paid a higher shipping cost to ensure the package arrived within their 14 day return policy. Unfortunately both GoPro and PayPal were pointing the finger at each other and I have no way of knowing definitively which company was holding up my refund. I can say that PayPal filed a complaint against GoPro stating they had not received the refund and all GoPro did was give me the run around. In fact, my initial request for the refund authorization with GoPro was like playing a shell game; see if you can find the refund authorization form in time to return your item. I am closing this complaint with BBB because I did finally receive my refund but it shouldn't have been this difficult nor taken so long.

12/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: GoPro cancelled my order without explaination and will not respond to my emails or phonecalls to explain what the issue is even though I have paid. I ordered a GoPro online. I completed my order and paid and was given a confirmation number. The funds were immediately debited from my account. Days later I received a vague email stating that my order was "closed" and offered an email address to contact in case I had questions. I emailed right away to ask what the issue is. I called the number from the website and was told the order was a "VIP order" so they could not assist me with any information. I asked to speak with someone within the "VIP department" and they said there was no one I could talk to, my only option was email. I wrote a second email that night and still no response. After 48 hours went by I called again and explained the situation and that I had emailed twice and have still not received a response. Again, the rep told me that she can see my order was "closed" but had no information to give me and said there was no one I could talk to. I asked to speak to her supervisor and was told there was only one supervisor and he was "in training."?? I explained to her that my funds had been debited and if they refused to send my order (for whatever reason, I don't even know) then the funds should be refunded immediately! She told me to send a screenshot of my account statement to show the debit and she would submit my info to the financial department (Why would they not have this information already??) I logged on to my account to find a new activity showing that debit to GoPro has just been changed back to "Pending" status....so clearly they have received my emails inquiring about the issue but refuse to respond to me with any answers. I am still waiting and still have no answers as to the status or why my order was closed.

Desired Settlement: I ordered and paid for a GoPro Hero3 Silver Addition camera...I just want them to send my order!!

Business Response: Initial Business Response /* (1000, 5, 2014/11/21) */ We're sorry for any frustration or confusion regarding this order. Unfortunately we were unable to process it due to our VIP program terms and conditions. Per the conditions (available at http://gopro.com/vip-terms-conditions), there is a limit of 2 camera purchases at the discounted price per year. Our records indicate the 2 camera limit has been reached this year, with orders placed on 8/16 and 9/2. Additionally, this third order was billed and shipped to a third different person, which is another violation of our terms and conditions, which states that this program is for personal use and not for friends and family. Also, per the VIP terms and conditions, All VIP Orders must go through an approval process that can take up to 7 business days. All credit card transactions require an authorization hold to verify sufficient funds; this is not a charge, and is released upon the closing of an order. A support supervisor will be reaching out to you via your support case; should you have any further questions or concerns please don't hesitate to let us know. Initial Consumer Rebuttal /* (3000, 7, 2014/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The terms were confusing and not made clear at the time I placed my order. My funds were withdrawn immediately and were not returned until days later. I guess I understand if your company has certain special requirements in order to partake in special promotions, but GoPro should probably improve your online ordering system so that if you are not going to allow someone to purchase then they should not be able to complete their order,at the time of the order. Rather than be given a confirmation number, have their funds withdrawn and then days later receive a vauge email stating their order was "closed". Aside from "not being allowed to order" my main source of frusteration is the lack of communication and service from your company! The vauge email I referred to indicated something about not being able to hip to a PO Box and a 2 camera limit. Again, this was very confusing to me as I was not trying to have it delivered to a POB and this was the first and only Camera I have ever ordered from GoPro. Obviously I had questions about why GoPro was rejecting my order. I sent an email to the address provided and also called the main phone number on the order page but was told that because this was a VIP order, there was NO PERSON who could talk to me. I was also told there was no additional number I could call to discuss this issue with anyone. I did not receive a response email by that night so I sent a second email. 48 hours went by and this was during business days, but still not a word from GoPro. I even called again but still no one would help me. It was not until I made a claim with Better Business Bureau that I FINALLY received a response from GoPro. After all of this poor service and confusion, I think its only fair that GoPro honors my order at the promotional price. Had GoPro been more efficient and clear about the ordering requirements, it would have saved this potential customer a lot of greif! Final Business Response /* (4000, 9, 2014/11/28) */ Thanks for the follow up. This order was cancelled because it violated our terms and conditions. Terms and Conditions for our VIP program are agreed to upon registration, and as such all terms are not only put forth before any order is placed, they are agreed to before it's possible to place an order. There were already 2 cameras ordered through this account this year, which is the maximum number of cameras available at the discounted rate per year. The first, sales order# SO-XXXXXXX, was placed 8/16/2014 for a HERO3+ Silver Edition camera and various mounting accessories. The second order, sales order number SO-XXXXXXX, was placed on 9/2/2014 and was for a HERO3+ Silver Edition camera, 2 mounts, and an LCD Touch BacPac accessory. The order in question (order number SO-XXXXXXX) was for a 3rd camera, which puts the account over the limit clearly stated in the terms and conditions of the program. Further, this third order was set to be billed and shipped to an individual other than the one registered with the VIP program. This is another violation of the previously accepted terms and conditions, which states that the VIP program is only for personal use and not for friends and family. The order in question was placed at 8:51AM on 11/15, and at 8:51 on 11/15 the following email was sent to the customer: "Your recent VIP Order has been closed. PLEASE REMEMBER: All orders MUST ship to a physical address, we cannot ship to PO boxes. There is a 2 camera limit per calendar year. No friends or family are included in this offer. Pricing is not valid with any coupon code offer. If you feel this order was closed in error, please contact *********@gopro.com. The GoPro Team" As this order violates our VIP program's terms both in purchase quantity and in the sharing of discounts with individuals outside of the program, the order cannot be placed at the discounted rate. Please feel free to reach out with any questions.

11/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Chest Harness ,and camera mount dismounting from harness during activity. I purchased a Go Pro Hero 3 silver edition. Later I purchased a Chest harness, and Head strap for my camera. I was involved in an event called the Tough Mudder. It's a 11 mile mud run with obstacles. I wore my brand new never used chest harness to the event with my camera. I made it through the 1st 9 miles with no issues from the camera or harness. I was very vigilant in checking the harness and mount the entire run to make sure they were secure. I came to a obstacle called walk the plank. you jump from a platform into a pit of water. before I jumped from the platform I made sure the camera was secure to the harness and it was. I made the jump and as I emerged from the water I noticed not only was my camera gone but so was the mount that attached the camera to the harness. I was upset because I have done this event and others and have never been able to film or take pictures and now all that was at the bottom of a pit full of water. Due to the event and the muddy water recovery was not an option at the time. I notified go pro and advised them of this and the rep said he believed if the camera was attached to the harness and came loose they should replace the camera. He put in a request for me or he said he did who really knows what happened. I cannot remember that reps name. I received a response back stating so sorry to hear this but we cannot replace lost cameras under warranty but we can give a 40% discount off of a new one. They continued to say it was up to the user to make sure it was secure. well I did do that the whole day. It doesn't take a genius to know if its locked in or not. There's no doubt in my mind it wasn't locked in. I emailed them again and got the same response. I not only lost the camera but my sd card was also lost with my media from that day on it. Go Pro asked I send them a pic of the purchase receipt and harness. I did, and they replied it looks like the mount came loose during the impact into the water. Well I already know that. That's the problem. I've seen people do some seriously crazy things with these cameras and I would have never imagined jumping into a pit of water I would loose mine or I would have never worn it, and for that matter never purchased it. what's the point in having a action camera with such high standards if you can't rely on the rest of the equipment. I'm disappointed in the whole thing. If it was truly due to user error you wouldn't be reading this. I'm not the type of person to try and get things for free. How ever I think if one buys such a camera your doubts of it failing are slim, well now I'm a believer. I would like to have another go pro the cameras are awesome, but I just don't see why I should get a 40% discount and have to purchase another one when the one I had was fine. Its the harness and clips that suck. I purchased my go pro on 10/04/14 along with the 3 year service plan total $326.00. I purchased the chest mount,head strap,and sd card on 11/03/14 total $95.92 and the date it was lost was on 11/08/14. 11/09/14 is when I started making contact with go pro. The event staff never were able to recover the camera. Now all I have is a useless chest strap with nothing to put in it. These items were all purchased at Walmart. I would like to see Go Pro replace my camera.

Desired Settlement: Replace my camera. I was very responsible in making sure it was secure in the harness. Your mount did not hold up to it's standards as far I'm concerned. Resulting in me loosing all my media, and the camera. The sad thing is The camera can be replaced whether you do it or I do it on my own, but the memories on the card are lost for ever. That leaves me disappointed. If you would at least replace the camera I can start over and make new memories I have several mud runs coming up in the near future I would love to record. My team mates that day said they wanted a go pro now they said their not sure, they may try garmin instead. I just want a go pro, so replace my camera please.

Business Response: Initial Business Response /* (1000, 5, 2014/11/19) */ Hi ****, We're sorry to hear about the loss of your camera, and the difficulties in finding an amicable resolution. I'll be passing **** case along to be reviewed by a supervisor, and you should be hearing from us soon. Please be sure to keep an eye out for an email from one of our team members and we'll see if there's anything more we can do to help. Initial Consumer Rebuttal /* (2000, 7, 2014/11/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hi ****, My name is ****** and I'm the customer support representative tasked with handling escalated complaints. Your recent BBB complaint was brought to my attention and I wanted to reach out to see what I could do to help. I'm very sorry to hear about the lost camera and the footage it contained. As the two reps you spoke with previously stated, our warranty policy does not cover damage or loss due to impact. However, due to the fact this was your first use, I'd like to take a step outside the warranty policy to get a replacement HERO3 Silver Edition sent your way. To get the process started, follow the below link to enter your return shipping info for the replacement: ENTER ADDRESS HERE Additionally, please reply back with your return shipping address in the body of your email in the following format: Name Street Address City State or Province Postal code Country Phone number Once we hear back we can move everything along. Let me know if you have any questions. Many Thanks, ***** M GoPro Support http://gopro.com/support Thank you so much BBB. I have received my replacement camera, and very happy. That's all I wanted from the very beginning. Again THANK YOU !!!

11/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a GoPro Hero 3 Black in Feb. 2013. Its performance has deteriorated from unreliable to non-functional. I have tried to work with GoPro. The camera, memory card, and battery backpack were purchased on VISA ($642.68) in February 2013 for a special vacation. In pre-trip trials, and during the vacation I experiences difficulties in charging, holding a charge, overheating, and having to do multiple resets after camera freezing. I contacted GoPro support after the vacation and INSIDE THE WARRANTEE PERIOD (case#XXXXXX) and spoke to Adam Collardey who gave multiple possibilities for problems. He suggested that usually trouble-shooting was "all that was needed". I completed all suggestions and awaited next opportunity to use camera. Next usage still unreliable; still same problems. I tried camera before a recent trip and it would neither charge nor function. Customer support talked me through a "hard reset" and pronounced the camera "fried". Had no access to to "Capturing and Sharing my World" for this special trip. I contacted Customer Support October 12, 2014. I then waited two weeks. When I emailed to find what was happening I received the news that the camera was defective but out of warrantee. I started this case very soon after the initial purchase. The nature of a GoPro's use only allows the average person a few opportunities over time, so its natural that one would only discover and.or confirm problems after time passed. The 20% discount offered on a new camera would mean that I pay 180% of the original price for a camera and support system that lacks reliability and functionality. It is insulting to me. I ask for a refund or repair/replace with warrantee to re-establish my faith in the product and company.

Desired Settlement: I hope that since the GoPro company is accredited with BBB, and that they seem to have an A+ rating, that my case will be given reasonable attention at a higher level and a fair judgement will be rendered. I did my part paying for the product, doing my best to use the camera in its intended functions, patiently working with friendly but ineffectual Customer Support, and trying to work with the company. GoPro failed to provide a reliably functioning product, fix their product, and now honour their warrantee. Because my case was started within the warrantee period, and I worked within the parameters and instructions of the company and camera, I ask that GoPro preferably replace it at the same or better level, but at least repair with new warrantee or refund the camera.

Business Response: Initial Business Response /* (1000, 5, 2014/10/31) */ Hi *******, We're sincerely sorry to hear you are experiencing ongoing issues with your HERO3 Black Edition camera. It is our goal to ensure you have a working camera so you can capture life's moments previously unable to be captured. We will have a Supervisor take over your Support Case and reach out to you shortly to ensure everything is handled appropriately from here on out. Thank you for your continued patience and understanding during this process. Regards, GoPro Support Initial Consumer Rebuttal /* (2000, 12, 2014/11/30) */ Shorthly following my contacting the Better Business Bureau, I was contacted by the Supervisor of Customer Support. GoPro has now replaced my camera, my BackPac battery, and sent along an extra on-board battery. I have set up and charged the camera successfully, and look forward to my first chance to test the outfit. Hopefully soon, over the holidays. Thank-you for your efforts on my behalf. ******* ***

11/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My order has not been sent to me and i have been given different excuses for this. I placed an order a week ago and paid through paypal immediately, initially i called to see why my order wasnt showing up on their website, this was sorted as the next day i could see my order, however next to status it said 'contact customer support'. in doing so i was told by ****.* that my order will be sent out between today and tomorrow, so the conversation ended there. after the next day passed and the order status remained the same and when i called i was told that my payment had not been processed yet even though paypal's website stated that the payment was already sent. After sending them proof of payment i did not get any reply to my email so i called again the next day, i was again told it would be sent between today and tomorrow, and to no surprise those 2 days passed and still my parcel has not been sent. I have asked a couple of times to speak to a supervisor but according to customer care they cannot just pass me on to a supervisor he has to call me himself, this was about 5 days ago and still the supervisor has not contacted me.

Desired Settlement: I just want my order to be sent and for waiting so long for my order to be sent without any warning some form of compensation for the waste of time.

Business Response: Initial Business Response /* (1000, 5, 2014/11/05) */ Hi ****, We're sorry to hear about your experience with your recent GoPro order. We strive to make ordering as simple and convenient as possible, and definitely want to get this issue resolved for you as quickly as possible. I can see that a Supervisor has just reached out to you regarding this issue and will work with you to find a resolution and get your order out to you. Many thanks, GoPro Support Initial Consumer Rebuttal /* (3000, 7, 2014/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) He contacted me by email once I would appreciate a phone call as exam hanging one email every 48 hours is not the way to solves things, once I speak with a supervisor I will update the case here, I am appalled that it has taken over a week and still this hasn't been resolved. Final Business Response /* (4000, 10, 2014/11/07) */ Hi ****, We're sorry to hear about the recent confusion surrounding your order. We try to make the order process as simple as possible. It looks like the order was initially held up because we needed to gather further details to process the order. Additionally one of the items in the order was temporarily out of stock. A Supervisor has reached out to provide an update on the order and address the situation. We anticipate the order to ship promptly and should any questions come up he will be able to address them and provide immediate updates on the order as it processes. Our apologies for any inconvenience caused. We look forward to getting your order in your hands as quickly as possible. Many thanks, GoPro Support Final Consumer Response /* (4200, 12, 2014/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please ask Paulo the supervisor to get in touch with me just to make sure my last email was understood as i have not received a reply.

11/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: GoPro claims a No Questions Asked money-back guarantee,but will not provide the required RMA in order for me to return the product. Ordered a Smart Remote Item No. ARMTE-002 for a GoPro 3+ camera from the online store at GoPro.com on 10/24/14 Order No. NAXXXXXXXX. I paid 79.99 plus $4 sales tax, for $83.99 total charge dot my personal Visa Credit Card. GoPro's claim on their webpage is "We want you to be totally psyched about the products you purchase from GoPro's online store. If at any time within 30 days of receiving your order, you are not 100% satisfied, you may return it to us for a refund. No questions asked." Was very disappointed in its performance from the start - battery will not hold a charge, and in my opinion, it is a very poorly designed remote. So I decided to just return it and get my money back. 11/3 I emailed their customer service and expressed my dissatisfaction, stating that I would probably just return the item unless they could convince me otherwise. They created a Support Inquiry Case No. XXXXXXXX. Ricardo R. emailed back a bunch of things to "try" to get the battery to hold a charge, including "clean the terminals" (on a brand new product? Really, ********** I related to ******* that the remote charged fine, it just did not hold a charge long enough to be useful, and because of that I wished to return the unit for a refund. They continued to try to send me operator manual boilerplate telling me how to charge the battery, which again, was not the problem. I requested the RMA 3 times, with none forthcoming. On Nov 5 ******* emailed me "In order to recieve the money back, we need a copy of the receipt, so we can start with the process of the 30 days money back guarantee." I emailed him back saying that since I had purchased the unit direct from their online store, that they already had the receipt (since they created it). No response. So I downloaded a copy from their website and emailed it to Ricardo on 11/5. On 11/6, there was still no response from Ricardo, even though I emailed him twice. On 11/7 Ricardo emailed me "We will need to begin the process of getting you a replacement under warranty. To get the process started. Please reply back with your return shipping address in the body of your email in the following format: • Name • Street Address • City • State or Province • Postal code • Country • Phone number Once we hear back, we'll be able to provide you with an RMA (returns authorization) and returns instructions." Obviously Ricardo was now playing games, as the receipt already had all of that information on it, and I obviously was already in their system since I had purchased it directly from them. In addition, I have made it clear to Ricardo that I did not want a replacement under warranty, I wanted my money back, which he obviously was ignoring. It was obvious to me that Ricardo and GoPro had no intention of honoring the money-back guarantee. Which leads me to this complaint. As of this day 11/18 I still do not have an RMA.

Desired Settlement: I simply want the $83.99 back that I paid for something I bought with their promise of "no questions asked" money back guarantee. I will gladly return the unit via UPS at my expense, and expect a credit issued to my Visa Credit Card.

Business Response: Initial Business Response /* (1000, 5, 2014/11/19) */ Our apologies for the frustration you experienced in attempting to process your 30-Day Return request. At this point a supervisor has reached out, and your request has been processed. Please check your inbox for the RMA instructions. If there's anything we missed or you have any other concerns, please don't hesitate to reply to the case email and we'll be happy to help! Initial Consumer Rebuttal /* (2000, 7, 2014/11/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received an email from a Keith M of GoPro support, containing the requested RMA (amazing how fast a complaint thru BBB gets a companies attention, isn't it?). I sent the unit back via UPS Ground yesterday, and emailed Keith M with the tracking number. Keith M returned my email apologizing "for the difficulties in getting this returned" and stated "I'll keep your case front and center until we show receipt of the package and a credit to your account." Assuming the account is indeed credited after receipt of the unit, I will be satisfied. Of course, if there are any more problems, I will be back in touch with BBB. Thanks BBB.

11/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Updated my camera with their software and it left my camera locked up and unusable. they are refusing to fix or replace it. Received hero 3 black edition for a Christmas gift in 2012. only used it half a dozen times in the first year I had it. I received a notification that there was an update available for my camera so I went to the gopro website and followed the instructions to update the camera. After the update was complete my camera locked up and completely stopped working. I called gopro support and they were un able to get it going for me. Now I have a $400 dollar paper weight. I was told by gopro that since the camera was out of warranty that there was nothing they could do with it and that I would just have to purchase another camera. I expressed that the camera stopped working because of their update. Gopro then told me that they would offer me a 20% discount on a new camera. I was extremely dissatisfied with them not offering to fix it or warranty it that I hung up and put the camera in my closet. I came across it the other day so I decided that I would give gopro another call and give them the opportunity to make it right. After a 30 min conversation I was told the same thing as my previous phone call only this time they said they would offer me 40% discount. Again I am really dissatisfied with their response to my problem. The camera stopped working after an update that they recommended I do. My camera is a Gopro Hero 3 Black Edition serial number HD3BBXXXXXC1F96

Desired Settlement: I would like my camera fixed or a replacement camera

Business Response: Initial Business Response /* (1000, 13, 2014/10/27) */ Hi *****, We're sincerely sorry to hear you've been experiencing these issues so far with your GoPro HERO3 Black Editon. Our main goal here is to ensure you have a working camera so you can get back out there and capture life's experiences! A Supervisor will be taking over your Support Case and following up with you shortly to be sure everything is resolved. Thank you for your continued patience and understanding. Regards, GoPro Support Initial Consumer Rebuttal /* (3000, 15, 2014/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They sent me an email asking questions they already had answers to. I responded with everything they wanted again. Waiting to see what they are going to do to resolve the issue. Final Business Response /* (4000, 17, 2014/11/06) */ One of our Supervisors has reached out and is working towards a resolution. We have offered to make an exception to our Warranty Policy and have the camera sent in for us to troubleshoot. If we are unable to get the camera up and running we have agreed to replace it under warranty. Customer has agreed and is moving forward with this offer.

11/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered a tripod from GoPro. Order # SO-XXXXXXX. Returned GoPro product. GoPro refuses to refund money. Ordered a tripod from GoPro on 9/2/14 for $74.19. Delivery was attempted on 9/9/14 but not left at my residence due to a signature requirement. I contacted GoPro on 9/10/14 asking why there is a signature requirement. I was told they only require a signature on items over $200. As this was on $74.19, I asked them to remove that requirement so that the package could be left at my home. They said they would and I should receive the package the following day. The package did not arrive the next day. When I followed up, I was told the package had been mistakenly returned to them and that they would re-ship. I explained to them that I needed the package by 9/12/14 as this was a gift for someone and that is was already too late. I asked to have my money refunded and i was told they would refund it. The following Monday, 9/15/14, I received an e-mail that the package had re-shipped. I contacted GoPro and explained that I did not want the package and that I wanted the refund. They told me to return the package. The package was returned on 9/15/14, FedEx tracking number XXXXXXXXXXXX. I waited about a week and did not receive my refund. I contacted them and on 9/24/14, they responded that the refund was processed on the 18th and I should receive it soon. After waiting a couple more weeks and still no refund, I contacted them again. On 10/2/14, they assured me that the refund was applied and I should receive it soon. I was then contacted on 10/7/14 and told they had shipped the product and I needed to return it. I replied explaining that I did no have the product and that it was returned FedEx. On 10/10/14, I was told that the refund was submitted on 10/9/14 and that I should receive it soon. I still have not received my refund. I contacted them again on 10/31/14, but have not received a reply.

Desired Settlement: A refund of $74.19.

Business Response: Initial Business Response /* (1000, 5, 2014/11/05) */ Hello, We're sincerely sorry to hear of these ongoing order/refund issues you've experienced while working with our Sales Support Team. Our main goal is to resolve these types of requests as quickly as possible. In your case, it certainly appears that was not achieved and for that we apologize. One of our Supervisors will be reaching out to you shortly to work directly with you. We'll ensure everything is resolved in a timely and efficient manner. Thank you for your continued patience and understanding. Many thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2014/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received a response from A GoPro representative assuring me that a refund will be applied to my credit card sometime this week.

11/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: GoPro sent email with discount code. Code did not work. Contacted GoPro a week ago & heard nothing. Called twice & still no response from Grpro. On Tuesday, September 30, 2014 at 5:40pm I received an email from GoPro titled "Get 25% off a GoPro camera starting Oct. 6". On Oct 6th at 7:53 pm I received a second email from GoPro titled "Get 25% off a GoPro HERO4 camera" with text of the email stating to "Use Code ************************* and I attempted to use provided code to purchase said item on the GoPro website and the message error came up that said code was unknown. On Oct 7th I sent below email to GoPro via their website informing them of my issue and including a clip from the original email that GoPro had sent me. Message History Original Message From: XXXXXXXXX ***** ********* Sent: Tuesday , October 07, XXXX XX:XX am PDT (GMT-07:00) Subject: Online 25% off code is not working as website says code is Unknown Hello I attempted several times to order the gopro4 silver and use my promo code you provided me via email of FRE-CCTC-GQ7X-4P5X-XN3B for 25% off and when applied on your webpage it says the code is unknown. However Gopro provided me this code via email as I was a visitor to the freestyle bike festival in Zurich Switzerland where I register with Gopro . Can you please correct this error on the webpage so that the code is accepted or provide me with one that works so I can proceed with my order. As I need this in a time sensitive manor and would like to place my order ASAP please and thank you. ***** ********* **********@yahoo.com This is part of the email that was sent to me from Gopro Welcome to the world of GoPro. Thanks for stopping by the GoPro booth at Freestyle.ch to check out our cameras and the incredible content captured by GoPro users across the globe. To keep the stoke alive, we're offering you 25% off a HERO4 Black or HERO4 Silver for two weeks only at gopro.com. Use Code *********************** Add a HERO4 Black or HERO4 Silver camera to your cart, then enter the promo code at checkout to receive your discount. Offer ends today, Monday, October 20th. I received an automatic email from GoPro which created a case number for my email inquiry of #XXXXXXX and states that their goal is respond within 1-2 business days. See below email from GoPro. Hello GoPro Customer: Case ******** (Subject: "Online 25% off code is not working as website says code is Unknown") has been created to track your inquiry. If you have any additional details or questions related to this inquiry, simply reply to this email and your message will be attached to this case (# XXXXXXX). A GoPro Customer Support team member will be responding to you by email as soon as possible. Our goal is to respond to you within 1-2 business days. Many Thanks, GoPro Support I waited from Oct7th until Oct 13th and had not received any contact from GoPro regarding my case or email. On Oct 13th I called GoPro and spoke with a customer service rep by the name of Chance A who informed me that the issued would be looked at by a supervisor within the next five minutes and has asked me to send again to GoPro the emails I had received from GoPro which I did on Oct 13th. However I still did not hear back from GoPro as Chance A had stated would take only 5 mins. I have then called GoPro again today on Oct14 and have been told my case had not been transferred to a supervisor yet as I was told it would be yesterday by Chance A. and then when I asked to speak with a Supervisor I was told they were very busy and would call by back and reassured that it would be turned over to a supervisor by the name of ******** B. who has not called me of course.

Desired Settlement: I would like GoPro to honor the 25% off code and ship the product at no cost to me and refund any duty or import taxes.

Business Response: Initial Business Response /* (1000, 5, 2014/10/16) */ Hi *****, We're very sorry to hear you were running in to problems with the discount code we provided you. After looking in to this Support Case it appears you were given a code specific to Europe. You've already been in communication with Burgundy and it looks like everything has been resolved. Please work directly with Burgundy moving forward if you have any further questions or concerns. Regards, GoPro Support

10/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a fifty-nine dollar dog harness from gopro on august 28. The website said free shipping . They shipped this package signature requird without my knowledge. On Wednesday I called to explain I am not at home during the day and ***** ******** with gopro told me he would get the signature required removed and hat UPS would leave my package on Thursday. On Thursday I received a final attempt notice from UPS so I called gopro again and spoke with Tyler again. He assured me he would get the package delivered to me today the 12th and I just needed to leave a signed letter and they would leave it. Again he lied I actually stayed home to redeive this package and found out that a redeliver notice went to UPS at 4:26 today that it has been rescheduled. I called UPS in an attempt to get the package but was unsuccessful. So as far as I can tell It still says signature required so on Monday I'm sure the package will not be delivered because I will not be here to sign for it. Product_Or_Service: gopro dog harness Order_Number: NAXXXXXXXX

Desired Settlement: DesiredSettlementID: Replacement I feel they should next day air me the package and have them leave it on my porch. They should also reimburse me all the trouble and stress They have caused me by not getting the package to me. I did not request the package to be signed for and had I known I would have had it sent to my office

Business Response: Initial Business Response /* (1000, 20, 2014/10/24) */ Hi ***, We're sorry to hear about the poor experience in receiving your Fetch Mount. We do our best to keep our ordering process as smooth as possible and usually do not require signatures on small item orders like this one. A Supervisor has been updated on your case and is currently researching the issue. They should be reaching out shortly to follow up with you. Our records show that the order was successfully delivered on the 15th of September, and we definitely want to make sure you are up and running with your new gear without issue. Many thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 22, 2014/10/29) */

10/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Two Hero 3+ black cameras I purchased failed. I requested a refund, but it was denied Before I purchased the first camera I called and explained that I own a video production company and that I wanted to make sure I was purchasing a reliable camera I could use professionally considering the low price point; he assured me it could be used professionally and that I would be satisfied, so I went ahead and purchased the first Gopro Hero3+ black edition from B&H. Had the first camera for about a week before it had an issue, so I returned it for a replacement. My replacement camera worked for the most part, with the exception of the battery and a few other minor issue for about two months then froze, but since it was past 30 days B&H couldn't do a return. So I called GoPro and requests a refund or credit towards the Hero 4 model thinking it was simply a better made and a more reliable camera. Expressed my concerns and mounting client concerns to a GoPro supervisor about hoping I would have no issues with the third camera and asked if he could authorize any credits or refunds-request was denied, so I asked for the person that could authorize my request, no answer. He said he was going to send out a new replacement Hero 3 + camera, but offered no compensation or answer if the third camera failed, since then I have sent several emails requesting a tracking number and confirming what they were sending, it's been over 48 hours no response. Payment method was PayPal. First camera purchased in June 2014 Replacement camera sent 7/21/14 GoPro Case #XXXXXXX GoPro Hero 3 + black edition

Desired Settlement: A refund or credit, or a resolution if the third camera has issues and some type of compensation for my trouble.

Business Response: Initial Business Response /* (1000, 5, 2014/10/13) */ Hi ****, We're sincerely sorry to hear you've had continued trouble with your HERO3+ Black Edition cameras. Our main goal here is to enable you to capture life's experiences previously unable to be captured. In your case it appears we haven't met our goals. A Supervisor will be reaching out to your shortly to follow up and ensure everything is properly addressed. Thank you for your continued patience and understanding. Regards, GoPro Support Initial Consumer Rebuttal /* (3000, 7, 2014/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) A supervisor emailed me but it was not documented correcyly and again nothing was offered to resolve this and I've asked a few questions regarding the replacement camera but it has not been answered. Final Business Response /* (4000, 10, 2014/10/16) */ Hi ****, We'll be sure to get those questions answered and document everything correctly moving forward. There was an e-mail sent on the 15th with answers and we'll be sure to send a follow up e-mail to ensure everything has been addressed. Regards, GoPro Support

10/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Failure to honor a warranty, replacement or exchange I used my Go Pro for about 1-2 hrs and took it off my motorcycle as I cannot leave it on my bike. I put it in a drawer where it sat for months. Next time I used it, it would not take a charge and it was charged when I put it away. Not only would it not work, when I opened the case the camera was "sticky/gooey" When I contacted Go Pro all I got was the run around and all they offered was a 20% discount on a new one. Why would I pay another $300 for a camera that might work or maybe not? So then I put the dead camera in my car on the dash as I was going to Mexico and police don't like to be videoed (Camera didn't work but the cop doesn't know that) Then my car got broken into and someone stole my broken camera so I am probably completely out of luck but I want to file this complaint because Go Pro doesn't warranty their products and there are other websites that say the same thing.... https://getsatisfaction.com/gopro/problems/common http://www.reviewstalk.com/complaints-reviews/gopro-lXXXXX.html http://www.complaintsboard.com/?search=go+pro http://www.pissedconsumer.com/browse-reviews.html?query=go+pro&redirect=1 http://www.bbb.org/greater-san-francisco/business-reviews/photographic-equipment-and-supplies-retail/gopro-in-san-mateo-ca-XXXXXX http://hellopeter.com/gopro/complaints

Desired Settlement: Either my money back or a replacement

Business Response: Initial Business Response /* (1000, 5, 2014/10/13) */ Mr. *** first reached out to us regarding this issue on 5/4/2012. His camera was no longer powering on after being used a few times and left unused for an extended period of time. Our last correspondence regarding this issue was on 5/12/12 in which we extended an offer of a 20% discount towards a new camera in exchange for his defective unit. We attempted basic troubleshooting steps via email and were able to get a response out of the camera, however it was still in a frozen state and inoperable. While the camera did receive minimal usage according to the customer, by the time the issue was brought to our attention the camera was no longer within its one year warranty period as per the customers explanation. We requested a copy of the purchase receipt to verify the warranty period and explore what options we had available, but the receipt was no longer in the customers possession, nor was a serial number provided. Without a purchase receipt available and the customer specifying that it had been longer than a year since purchase, we still strived to help out as best we could by offering a 20% discount towards the purchase of a new camera in exchange for his defective unit. The customer did not want to pursue this option citing a lack of confidence in the product based on his previous cameras usage. We aligned with the customer and addressed his concerns, restating that the discount was the best we could do in this situation, and were happy to move forward if and when he would like. We have yet to hear back through the case over 2 years later. This complaint being the first communication since then. The 20% discount is still available at the customers convenience. The issue and circumstance surrounding the camera does not warrant a replacement outside of the one year warranty period, a replacement at this point being out of the scope of our warranty policy. Additionally a refund for a camera that has long been discontinued, and not purchased through GoPro.com is unfortunately not an option. Initial Consumer Rebuttal /* (3000, 7, 2014/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been in contact with Go Pro, they have been cordial and friendly but offering a 20% discount on a faulty product is only to increase a sale. A lame excuse. A warranty should simply be a warrant to repair or replace a faulty product. Then with a few minutes of research I find out that I am not alone..... http://www.complaintsboard.com/complaints/gopro-cXXXXXX.html#cXXXXXXX http://www.bbb.org/greater-san-francisco/business-reviews/photographic-equipment-and-supplies-retail/gopro-in-san-mateo-ca-XXXXXX/complaints http://www.***********.com/complaints-reviews/gopro-lXXXXX.html https://***************.com/gopro/problems/common http://www.***********.com/complaints-reviews/*****-lXXXXX.html http://www.***************.com/?search=go+pro http://www.******************/browse-reviews.html?query=***************** http://hellopeter.com/gopro/complaints http://www.***************************/ Final Business Response /* (4000, 9, 2014/10/20) */ Reopened case with customer in regards to BBB complaint filed. Revisited details and specifics of case as two years had transpired since original correspondence. When case was originally opened in May 2012 the camera was already outside its 1 year warranty period from purchase date, as per customers acknowledgement. With the camera outside of its 1 year warranty a discount was offered in exchange for the camera to try and assist with getting the customer back up and running. Customer declined discount and stopped replying to case. With 2 years since the case was opened having passed, the camera is now further out of warranty. Additionally the camera has now been stolen, which is also not covered under warranty. The discount was still offered despite the camera no longer being available to send in. A courtesy Mounting accessory was also offered in addition to the discount to try and add to any new camera bought. Customer declined both offers. A replacement/refund is not an available option due to the following factors: The camera was no longer under warranty when the case was originally opened and even further out of warranty now. No receipt was available to verify original purchase or purchase date. Theft is not covered under our warranty. We have a 30 day return policy for all orders bought through GoPro.com. The cameras purchase could not be verified and is long passed *** possibility for a refund. Final Consumer Response /* (4200, 11, 2014/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's a nice explination on their part and like offering me a mount for a camera that I don't have, I certainly can't use it plus a discount to buy another faulty camera is only in the interest of their bottom line. With their lengthy list of complaints, I see I am not the only dissatisfied customer and these are just the ones that took the time to officially complain. http://www.complaintsboard.com/complaints/gopro-cXXXXXX.html#cXXXXXXX http://www.bbb.org/greater-san-francisco/business-reviews/photographic-equipment-and-supplies-retail/gopro-in-san-mateo-ca-XXXXXX/complaints http://www.***********.com/complaints-reviews/gopro-lXXXXX.html https://***************.com/gopro/problems/common http://www.complaintsboard.com/?search=go+pro http://www.**************.com/browse-reviews.html?*********************** http://hellopeter.com/gopro/complaints http://www.***********************.org/ http://pointofviewcameras.com/gopro-customer-product-reviews.html?p=9 http://www.bbb.org/upstate-new-york/Business-Reviews/window-cleaning-equipment-and-supplies/go-pro-in-niagara-falls-ny-XXXXXXXXX/complaints 113 - 1/2/3 star reviews on Go Pro Helmut Hero http://www.amazon.com/GoPro-CHDHH-001-HD-Helmet-Hero/product-reviews/********** 402 - 1/2/3 star complaints on the Hero 3 http://www.amazon.com/GoPro-CHDHX-301-HERO3-Black-Edition/product-reviews/********** http://www.gopromotorsports.org/***************** https://www.trustpilot.com/review/********* As you can see, I am just one of many dissatisfied customers so I will just continue my dispute on Facebook as the BBB is locally and I get the word out on Face Book around the world to warn other consumers and eventually with enough complaints to the Federal Trade Commission may step in. It may take a few years but as I said, It's all about principle. Go Pro is more interested in sales than customer service on their products and warranty

10/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: GoPro refuses to honor warranty offer they put in writing. Now have changed terms of offer after acceptance. Purchased camera and received water damage after first use. Filed warranty complaint with company and returned housing as requested for review. GoPro says operator error but offers 40% discount plus 2 mounts as compensation. This was placed in writing. After acceptance by us, required follow up and then they decide they want camera back BEFORE giving us discount code. Feel we own the camera and this was not part of initial discount offer.

Desired Settlement: Would prefer full replacement or refund, but will accept offered 40% discount plus 2 free mounts.

Business Response: Initial Business Response /* (1000, 5, 2014/10/08) */ Hello ****, We're very sorry to hear about the water damage to your camera! We do want to ensure that your Support Case is handled appropriately and that every detail is weighed against our Warranty Policy. It appears you've already been in contact with one of our Supervisors. Please work directly with them to reach a resolution and let us know if you have any further questions or concerns. Thank you for your patience and understanding! Best regards, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2014/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I heard from a VERY NICE supervisor, ***** yesterday who has offered a full replacement. I have received a federal express label to return the ruined camera with the promise of receiving a new camera. Assuming I receive the new camera, I will consider this case closed with a positive resolution thanks to **** at GoPro.

9/15/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: My GoPro Hero3 white edition began freezing after light use, and is now non-functional. GoPro refuses to replace the defective product or issue refund I purchased my GoPro Hero3 White Edition on 11/04/2012 from Best Buy #460 in Poughkeepsie, NY XXXXX. The purchase price for the GoPro unit was $174.99, and $189.21 after taxes. Between 11/04/XXXX-XX/19/2014 I used the GoPro a total of 8 times, never even using the item under water or in any extreme conditions. On August 19, 2014 I tried to charge my GoPro, and when I unplugged the unit from the charging cable, instead of turning off like they should, the red lights on the GoPro unit stayed on. The unit would not even power on, so I had to remove the battery to reset the unit. After multiple attempts, I could not power on the GoPro, so I tried going through the software update, and this would not work either. After many such attempts, I went online to search the issue and it turns out this is a very common issue with the GoPro Hero3. Most people reported issues within weeks of having the item, so I guess I will consider myself a little lucky. The next day, on August 20th, I contacted GoPro, and was directed to ******* ********* (in the support team) who explained to me that I could send the item to her at GoPro and they could take a look at it for me. I decided to do this, and sent my GoPro to her, and they ended up telling me after a week that the GoPro is not in working condition and they could offer me 20% off a new GoPro or 40% off an even more expensive brand new GoPro item (supposedly by their supervisor), in each case I would be spending at least as much as I first spent on the first GoPro which I barely used. I told them that I was not interested in purchasing a new GoPro and to please send my original GoPro back to me. I personally think that the quality of this item is extremely poor, if I don't even get 10 times of use out of a camera before it stops working completely.

Desired Settlement: I would request a brand new Hero as a replacement for this defective product, and a guarantee that it will remain in working condition for an appropriate amount of time. Or instead of this, a refund of the original amount that I purchased my GoPro for, $189.21.

Business Response: Initial Business Response /* (1000, 6, 2014/09/08) */ Hi *******, We are truly sorry to hear of the troubles experienced with the camera. All GoPro products have a one year manufacturer's warranty which covers against manufactured defects within one year of the original purchase date. You indicated the camera was purchased one year and 10 months ago from Best Buy. We try to help out as best we can in every situation. As the camera is well outside the one year warranty period, it is not something we are able to replace. After personally examining the camera, our support team did make an exception by offering our largest discount, 40% towards the purchase of a new camera. When you requested the camera be sent back to you, we did send it back. As the camera was purchased from another retailer, we unfortunately wouldn't be able to proceed with a refund as we do not have any transaction with you through which to refund. This must be done through the retailer. We are happy to continue to offer the 40% discount, and if you are interested, please reach out to us in the original support case. Initial Consumer Rebuttal /* (3000, 8, 2014/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi, If you look at the attachments I have here, there is an email correspondence with the GoPro customer service in there. It shows a 20% discount for the GoPro White edition ($199.99 and with 20% discount it would be $160). The 40% discount that you mention goes towards a HERO3+ Silver or HERO3+ Black Edition camera ($299.99 or $399.99 and after the discount $240 or $260). All of these options require me buying a brand new GoPro camera, and even though I am getting a 20% o 40% discount, depending on the camera I buy, it is still just as much money or even more than I first spent on the camera. I think the right thing to do would be to replace my camera, even though it is outside of the 1 year warranty. GoPro clearly refuses to recognize that after the first year of use the GoPro cameras become defective. Just look through the other BBB complaints or anywhere online, I am not the only person that has faced this issue. I would say either manufacture a higher quality product if you are going to charge that much for it, otherwise fix the known issues with the product. I don't think spending $200 on a camera and getting less than 10 uses out of it is reasonable whatsoever. Thank you for selling me a defective product. If GoPro decides to right this wrong and offer a replacement Hero 3 White Edition I would be more than willing to accept that. Final Business Response /* (4000, 10, 2014/09/12) */ Hi *******, We do offer a 1 year warranty against manufacturing defects as most if not all manufacturing faults would present themselves within the first year if not immediately. After a year it can be difficult to determine the source of the fault as a manufacturing defect or caused by mishandling. If an issue does arise during the first year, we are happy to warranty the camera as we can likely determine this could be a fault in manufacturing of that unit, however we must be notified that this did occur within the given time frame. In most cases when a customer contacts us, we are able to fix the issue with troubleshooting. Because you contacted us 10 months past the warranty period, we are unable to replace the camera. Despite this, we are still trying to help out and offered a 40% discount to you, which is the largest discount we have available. We are not obligated to offer a discount, but wanted to help you offset any previous costs if interested in purchasing another camera as a replacement. Please respond on the support case if you would like to take advantage of this order. Final Consumer Response /* (4200, 12, 2014/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I completely understand that I am over the warranty period, I bought it at the end of 2012 and it is now the middle of 2014, almost 2 years I have owned the item. But the point you are failing to address is that this is a known issue with the GoPro Hero 3. It is documented online in many different places, your own website even gives a step-by-step on how to address the freezing issue. But the problem is that none of the things you suggest to fix the item, actually work. Not even sending the item directly to GoPro fixes the issue. If this has been an issue with the item for some time, how come there was no fix for it? Is it because GoPro wanted to flush out the old defective items and bring in the newer GoPros? Yet people like myself are stuck with a defective item that we paid ~$200 for and got minimal use out of. I personally think it is a scam to force customers to continue to buy the newest version of the GoPro at a "discounted price" which is actually still an inflated price. How about GoPro offers either a replacement for my old GoPro Hero 3 White Edition, or I will buy one of the newer versions at the cost GoPro takes on to make the item (not the 40% discounted price)? Otherwise I think GoPro is just selling items they know will stop working ~1 year in order to maintain their business. I am not trying to take advantage of GoPro, or anyone for that matter, I just feel like a victim and would like to see policies and standards change not only for myself, but for others who have been affected and taken advantage of. I hope to see that the company makes the correct choices, and treat their customers with value, not just for their money.

9/13/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased my GoPro Hero 2 camera over a year ago. I used it only once. I tried to use it again recently & it won't turn on. GoPro says it's "fried." I purchased my GoPro Hero 2 camera over a year ago. I used it only once. I tried to use it again recently & it won't turn on. I called GoPro on 08/18/2014 at 6:51 EST (case # XXXXXXX) & their C.S. agent (***** ****** says it's "fried." This phone call took 42 minutes & 27 seconds. Since then I've not heard anything from GoPro despite the fact that they claim to deal with these issues within 24 - 48 hours.

Desired Settlement: I'd like a brand new, fully functioning replacement for their defective product.

Business Response: Initial Business Response /* (1000, 5, 2014/08/25) */ Hi ******, We are sincerely sorry to hear you are running in to some trouble with your HERO2 camera! A Supervisor will be reaching out to you shortly to ensure everything is taken care of. We would also like to apologize for the delay in response after your initial inquiry. We'll be sure to look in to this and provide quick resolutions from here on out. Many thanks, GoPro Support Initial Consumer Rebuttal /* (3000, 7, 2014/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I responded "no" to the response from the business as the issue is being addressed but has not been resolved. The company will either repair the unit or replace it. As of this moment, the defective unit has been returned so the company can remedy the situation. I will advise you as to the final resolution regarding this matter. Thank you for your help. Final Business Response /* (4000, 9, 2014/09/08) */ Hi ******, We have responded to your original Support Case with a tracking number so you can monitor the shipping status on your replacement camera. Please let us know if you have any further questions by corresponding directly with us in your Support Case. Regards, GoPro Support Final Consumer Response /* (2000, 11, 2014/09/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the resolution proposed by the business as they have replaced my inoperable camera with a fully functioning one. I currently have my replacement and I have tried it out without any issues or problems. I am completely satisfied with their resolution. I would like to thank the business for really going out of their way to help resolve this matter. In addition, I would also like to thank the BBB for all their help with this matter. It was greatly appreciated!

9/11/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Camera dysfunctional within 5 minutes of powering on. No way to exchange locally; have to mail in. Within 5 minutes of turning on my new "GoPro 3+ Black Edition" camera, the front LCD screen stopped working. I had already been waiting a week for a variety of mounts and a memory card to arrive in the mail, so you can imagine my disappointment when my camera was dysfunctional upon first use. I was planning to take the camera camping this past weekend but wasn't able to. I also tried to exchange the camera at the retail store it was purchased from, but they no longer carried that model and had no intention of ordering more. So now I need to wait another 7+ days to complete the return process through GoPro directly. This is very disappointing since I was planning to use the camera at an end-of-season pool party for a team of youth athletes that I coach. This is my last season coaching them. I have no other camera to use since my cell phone camera recently stopped working. If only the brand new "top-of-the-line" camera from GoPro would have worked out of the box, it would have redeemed this situation. At the end of the day, although the customer service representatives I spoke to were pleasant and have guided me through the process of returning my camera - I just really wish I could get a new one sooner. I already missed out on capturing a great trip last weekend and will now miss out next weekend too. Nothing too exciting planned for a while after that...

Desired Settlement: - A way to get my replacement camera by this weekend. (I may even be able to travel down to headquarters since I only live about an hour away) And/Or - Some form of consolation to make up for the inconvenience of having to: Be denied an exchange at the retail location, speak to and email customer service reps, and wait to receive my new camera.

Business Response: Initial Business Response /* (1000, 5, 2014/09/10) */ Hi, Thanks for reaching out to us and bringing your concerns to our attention. We are happy to hear that your experience with our Support Representative was a positive experience and that they were able to help your troubleshoot the issue and get you on the way to a warranty replacement. We do regret to hear that this issue presented itself right out of the box, and agree that this is not the GoPro experience we strive to deliver and want you to have. Our warranty replacement process is usually pretty quick, happening over the course of a few business days, but we do understand your need to have a camera in hand for your next trip. This case has been forwarded to a Supervisor who will work directly with to see what options and solutions we can provide to get a working camera in your hand as quickly as possible. Initial Consumer Rebuttal /* (2000, 7, 2014/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate their offer to expedite delivery of the new camera.

9/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: known issue for all owners of GoPro Hero 3 Cameras. The camera freezes up, displays pink, white or green pixelated screens and shuts down. Hero3 Black. The camera freezes up, displays pink, white or green pixelated screens and shuts down. here is a link.... i have several more examples to share if needed.... http://you*****************

Desired Settlement: refund for the camera and accessories i purchased.

Business Response: Initial Business Response /* (1000, 5, 2014/08/20) */ Hi ****, We're sincerely sorry to hear you are experiencing these issues with your HERO3+ Black Edition camera. We are here to help. A Supervisor will be reaching out to you shortly to ensure everything is being handled swiftly. We certainly do apologize for any inconvenience this has caused and look forward to working with you to resolve everything as soon as possible. Many thanks, GoPro Support - Initial Consumer Rebuttal /* (3000, 7, 2014/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I cannot accept their response above as closure of the faulty product issue. An email telling me they are sorry and someone will be calling me does not resolve the issue. I recieved an email yesterday asking questions about the software version and camera SN#. I responded with the message below. To clarify: - I a Hero 3+ Black Edition - H3B+BXXXXXB55D7 - Software Version 2.00 - I have tried two different Sandisk Extreme memory per the recommendation of the gopro site - The 64GB card listed here http://gopro.com/camera-accessories/sandisk-extreme-64gb-microsdxc - The 32 GB card listed here http://gopro.com/camera-accessories/sandisk-extreme-32gb-microsdhc - The issues (shutting off, becoming unresponsive, video becoming pixelated, video turning white, pink or green) happen right away sometimes and other times after I've been recording for a while. - The camera was purchased at a Bass Pro Shops retail store on 07/03/14. - Receipt is attached - I have several GoPro accessories that I have purchased with this camera. - GoPro Mount - LCD Screen - Additional Mounts - Float Backing - 64 GB Memory Card - 32 GB Memory Card - Storage Case - Extra Battery I appreciate your attention in getting the faulty product issues resolved in a timely matter. Final Business Response /* (4000, 9, 2014/08/25) */ Hi ****, Thank you for the information. Looking into the case, it appears a supervisor has reached out and has offered a warranty to you. The warranty camera is on the way back to our facility and a new camera has been shipped to you via FedEx. Please let us know if there are further questions, as we would be happy to help. Many Thanks GoPro Support www.gopro.com/support

9/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Defective Gopro camera and nearly one year never ending 'support' nightmare. General incompetence and failure to provide any professional support.I ordered my GoPro camera from gopro.com, order #409-SO-XXXXXX and serial# HD3BBXXXXXXXXXX. The camera developed problems after very little use with poor battery life and stuff like that. I also had missing pieces in the box. I filed support case numbers XXXXXX, XXXXXX and XXXXXX.Case XXXXXX went on for over four months.The eventual suggested resolution was to give me a new battery backpack and to give me a new battery. The next time I tried to use the camera it still didn't work correctly.I filed support case XXXXXXX with "****** N." When I tried to follow his instructions the camera became completely dead. It now will not turn on at all with or without a battery. This case has dragged on for weeks. He spent the first couple of weeks giving me irrelevant responses that clearly indicated he did not even read and/or comprehend the problem being clearly described. He has repeatedly refused to give his supervisor's contact information. He has repeatedly held up the case further by repeatedly asking me for unnecessary ******** like proof of purchase and serial number which have already been provided. I want to complain that I spent over $1,000 USD on this camera and related accessories with over $500 of that going directly to GoPro. I have only been able to use this camera a handful of times with poor performance before it failed entirely( less than 20 hours total usage). I haven't even been able to try out all the accessories I purchased for it which are now obsolete on the latest model of the camera. And lastly, "****** N"'s particular incompetence and refusal to provide a contact for his manager/supervisor.

Desired Settlement: They must proceed with IMMEDIATE REFUND or product replacement with no more excuses and no more time wasting.

Business Response: Initial Business Response /* (1000, 5, 2014/08/20) */ Hi *****, We're very sorry to hear you've experienced issues with your GoPro camera. If there was any mishandling of your case we'd like to sincerely apologize and ensure everything is taken care of in a positive manner from here on out. Our main goal here is to ensure each customer is provided with a top tier service experience. In order to remedy your situation we will have a Supervisor reach out to you shortly. They will get you squared away with a new warranty replacement camera and can absolutely take care of any other questions or concerns you may have. Regards, GoPro Support

8/9/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I have a GOPRO HERO 3 SILVER camera and the camera will not work. Keeps freezing, obviously a software problem. Company will not help I have a 300 dollar GOPRO HERO 3 SILVER edition, and recently the camera will not even capture a picture or video without freezing. I called the company and they walked me through a step by step process, which clearly did not work. The person on hte phone said there was nothing else they could do so I hung up. I recently called back again to see if they had resolved the issue (the problem is all over the internet, not just me) the worker said there was nothing they could do, so I simply asked if i could mail in my camera for repairs and she said it would cost the same as buying a new camera. They offered me a 20% off coupon, but only if i send back the camera i have in hand. The camera was manufactured in November of 2012.

Desired Settlement: I just want a brand new working camera. I have spent numerous hours trying to get the camera to cooperate and nothing seems to work. 20 percent off of a new camera sure sounds nice, But the amount of time I have wasted by trying to fix the camera really makes me mad.

Business Response: Initial Business Response /* (1000, 5, 2014/07/30) */ Hi *****, We're sincerely sorry to hear you are running in to trouble with your HERO3 Silver camera. We make every effort to resolve the issues as quickly and painlessly as possible. We pride ourselves on this and certainly apologize if a representative was not helpful. A Supervisor will be reaching out to you shortly to ensure everything is being handled appropriately and in an efficient manner from here on out. Thank you for your continued patience and understanding. Many thanks, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2014/07/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would love to talk to a supervisor Consumer Response /* (3000, 12, 2014/08/06) */ Had replied and told me a supervisor would be in touch shortly and haven't heard a word. Business Response /* (4000, 14, 2014/08/07) */ HI *****, We are very sorry to hear you haven't received our message. The customer support supervisor sent you an email on July 30th at 11:42 am. We would kindly request you take a look at any spam and junk filters or folders your email inbox may have to see if the email was accidentally filtered out. After receiving your update here, we requested the supervisor reach out to you with a phone call as well, which he should be doing shortly. Our apologies for any additional frustration. Many Thanks GoPro Support Consumer Response /* (2000, 16, 2014/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Purchased a gopro hero 3 silver and the first one stopped working for no reason. Gopro replaced it with another defective camera My girlfriend bought me a gopro hero 3 silver for Christmas since I just started skydiving, not knowing I needed 200 jumps to use it. Within the first year I turned it on maybe 10 times, and the last time I tried it just would not work. Gopro replaced it under warranty. The warranty camera I received I used one week on a cruise, and that's the only time I've used it. I recently charged it to take it to the beach. After a full charge I took it off the charger and left it for the next day; the camera was dead when I woke up. I charged again and again and found that the wifi kept going on and off, over and over. I called gopro and they said sorry it's not under warranty. I have had two cameras now that, with barely any use, became defective. Upon doing web searches, I found that both of these problems are fairly common.

Desired Settlement: I just want a camera that works. I barely use this and for both of them to have issues that make the camera inoperable is not acceptable. We spent a lot of money for this camera and even bought an extra battery to see if it would help. Please do the right thing and replace the defective camera.

Business Response: Initial Business Response /* (1000, 5, 2014/07/14) */ Hi *****, We're sincerely sorry to hear you've been experiencing these issues so far with your GoPro cameras. Our main goal here is to ensure you have a working camera so you can get back out there and capture life's experiences! A Supervisor will be taking over your Support Case and following up with you shortly to be sure everything is resolved. Thank you for your continued patience and understanding. Regards, GoPro Support

7/28/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Defective device Purchased a Hero3 black+. The camera worked fine for a few months, then it would not turn on. I spoke to customer service multiple times, and was sent a new battery and cable, even though we had ruled out those items. I was told that it is part of their diag process. I promptly replied that the new battery and cable did not fix the problem. I was then told to provide proof of purchase, and the serial number, which again, i promptly replied with. I have received no response to my two follow up emails, and i still have a 400$ camera that is uselss. I run a rather large youtube channel, and my videos have decreased due to my defective camera.

Desired Settlement: I only request a replacement camera. If it will not be replaced, i will be purchasing a drift camera, and relaying my experience with gopro/customer service to my worldwide viewers.

Business Response: Initial Business Response /* (1000, 5, 2014/07/10) */ Hello ******, We're sincerely sorry to hear you are experiencing these issues with your HERO3+ Black Edition camera. We are here to help. A Supervisor will be reaching out to you shortly to ensure everything is being handled swiftly. We certainly do apologize for any inconvenience this has caused and look forward to working with you to resolve everything as soon as possible. Many thanks, GoPro Support

6/19/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Terrible service from a rude, unhelpful, stroppy employee who refused to help. In relation to case number #XXXXXXX I contacted GoPro as I had a faulty camera. No big deal, I know 5% of electronic good are faulty at delivery. I have been speaking to ****** ** over email and over the phone. I have never spoken to such a rude individual in my life. She asked the same question a total of 4 times over email, then again over the phone. I advised that my camera was freezing as soon as it was turned on, and the battery did not hold charge. She ignored requests, hung up on my calls when she decided she didn’t want to help. Its obviously her aim to not allow any faulty models to be replaced, and she is doing a good job at dragging goPro’s name through the mud. After 7 phone calls, ignored emails, and ****** ** asking the same question over and over, I asked for her managers name or to speak to someone else. Her reply; “NO”. She refused to tell me how I could complain, even though this is part of consumer rights. This is a legal requirement! I asked how to complain, she said “NO”. I advised that my camera was freezing as soon as it was turned on, and the battery did not hold charge. Despite me telling her this, she kept asking me to ‘take a photo’ and send it to her. Ridiculous. I just want to speak to someone who wants to help and not fob me off! If only the managers at GoPro knew what damage ****** ** is doing to their company.

Desired Settlement: A faulty exchange address, and an apology.

Business Response: Initial Business Response /* (1000, 5, 2014/06/18) */ Hello *********, We're very sorry to hear you've experienced issues with your GoPro camera. If there was any mishandling of your case we'd like to sincerely apologize and ensure everything is taken care of in a positive manner from here on out. Our main goal here is to ensure each customer is provided with a top tier service experience. In order to remedy your situation we will have a Supervisor reach out to you shortly. They will get you squared away with a new warranty replacement camera and can absolutely take care of any other questions or concerns you may have. Regards, GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2014/06/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

6/16/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Won't clear payment and I can't get a refund. On May 15th I placed an order on GoPro's website using Paypal. I then called immediately after and cancelled the order. I was promised a confirmation email and a timely refund. They refuse to clear the payment so I can't get a refund until the order expires on Paypal's side. I've sent emails and called customer support numerous times.

Desired Settlement: I would like my refund processed as promised.

Business Response: Initial Business Response /* (1000, 5, 2014/05/29) */ Hi ********, Very sorry for any delays experienced. Typically when an order has been cancelled, it can take a few days for any pending authorization to be released. Being that we don't collect on any authorizations until after we ship the order, no funds were actually transferred to us. PayPal pending authorizations can take a little time to return to your account. Noting the date the order was placed, it seems as though this should have already been released back to you. We have asked a supervisor to take over your support case, and hopefully be able to get in touch with PayPal to release the pending authorization quickly for you. Once again our apologies for any inconvenience. Many Thanks GoPro Support

6/9/2014 Problems with Product/Service | Read Complaint Details
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Complaint: False advertising, was sold a product they are unable to provide, horrible customer service Hello, I purchased a refurbished GoPro camera on 5/25. The camera was intended to be a Father's Day gift so I paid for it and set the billing address to my residence and set it to ship to my sisters residence as to not spoil the surprise for my husband. The website states that all orders will ship by the next business day. I called on 5/29 to inquire as to why I had not received a shipping notification and they said they had to verify the two different addresses and assured me that it would ship the next morning. I still did not receive notification that it was being shipped the next day so I called customer service back. She first told me again that it was flagged because of the addresses and that it was not noted anywhere that I had verified them the day prior so I verified the addresses again. When I asked her about a ship date she stated that they had less then 5 cameras in stock and they may have more orders then they are able to process. She took down my phone number and stated that she would obtain more information and call me back within the hour. Of course I never received a call back so I called them for the third time and was told they don't keep these camera in stock (ever) and it could take a few weeks to a few months to receive. (He also stated they had no notes that I ever called to verify the addresses). No where on there website does it state this, says it ships the next day, it does not mention being on backorder or out or stock. In fack I just checked the site and it is still showing available for purchase. As well as stating it can be billed to one address and shipped to another as a gift. Not one of the three people I spoke to made any attempt to apologize or offer an alternative product or upgraded shipping when it does become available, they just suggested I sit and wait. This is becoming a nightmare and now I will more then likely be left without a father day gift. I am so sorry I have wasted time and money on a company that treats there customers this way and have to tell my son that his gift for dad could be a few months late. Please, please help me, as it is clear this company doesn't seem to want to.

Desired Settlement: I would like to receive the product I ordered or a computable product for the same price.

Business Response: Initial Business Response /* (1000, 5, 2014/06/02) */ Hi ******, Very sorry to hear of any delays or hardships with our ordering process. We do try to get orders shipped out as quickly as possible to our customers. Accordingly we state on our website when adding the item to the cart "Usually ships within 24 hours". In the checkout process, when entering your billing and shipping information, there is another statement posted as "Orders must be placed by 10:00AM PST for same -day shipping". Your order was initially placed at 2:03PM PST, which wouldn't meet the same day shipping time frame. We needed to give you a call to verify an address on the order, to try uphold our 24 hour shipping time. We called and left a voicemail for you on the phone number listed in the Sales Order on the following morning 5/26/14 at 7:27AM PST. We hadn't heard back yet, and left a followup voicemail on 5/28/14 at 12:45 PST on the same number. We did get a call back from you on 5/29/14 at 4:06PM PST, from the number provided in this BBB case, which is different from the number listed in the Sales Order. At which point the order was set to process through successfully, however a temporary inventory shortage delayed the order a day. We then received your follow up call on 5/30/14 at 9:06AM PST. We received more inventory over the weekend, and have your order scheduled to ship out today. We have asked a supervisor to oversee your support case and sales order, to ensure it is received before Father's day as initially intended. Our apologies for any miscommunications and trust your order will be received in time. Many Thanks GoPro Support Initial Consumer Rebuttal /* (2000, 7, 2014/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I bought a Go Pro Black Hero3, but it died on the second week of use, while I was on vacation in Tailand. No I am having trouble with the warranty. I bought a Go Pro Hero3+ on october 7, 2013 online at Amazon ( Amazon.com order number: XXX-XXXXXXX-XXXXXXX - Sold by: Amazon.com LLC ). My first use was this january, 2014 in a trip to Thailand. It worked well on the first week, but it died on the second week. I used exactly how it was supposed to and used the GoPro Anti-Fog Inserts to avoid the fogging while using it in the water. I had an extra battery and also tried it, but it didn´t work either. It was very disapointing because I couldnt take pictures on the last 2 weeks of my vacation. On february 11th, I sent this complaint to Go Pro assistance, since my camera had 1 year of warranty. The company replied and asked me to do a bunch of tests. Well, I did all of them and nothing worked. Go Pro asked me another couple of tests. I got back to them, but I haven´t heard from Go Pro in a week. I am going to have another vacation on may, and I am worried I wont have my camera fixed by them, since I live in Brazil and I still need to send the camera to the USA. Here is the Update for Case number Go Pro sent me: #XXXXXX

Desired Settlement: I am seeking for a replacement of my camera before may.

Business Response: Initial Business Response /* (1000, 5, 2014/03/20) */ Hi ********, Very sorry to hear of any trouble experienced, especially while on what sounds to be an amazing vacation. Thank you for providing your case number. From looking into the situation, it looks as though the warranty process had already begun with you before we received this. We will have a supervisor oversee this case to ensure it is handled in a timely manner, as you have indicated this is a time sensitive matter. Many Thanks GoPro Support

4/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Product arrived with broken pieces and glitches. I used the product once and it immediately broke - GoPro will not replace or investigate defects. I ordered a GoPro Hero 3+ Silver Edition on February 22nd (Order #:775-**-XXXXXXX). It was for a gift, which was received on March 5th. When we opened the package, there was a broken mounting screw, and the screen of the camera kept having glitches and flashing green. I wasn't too concerned with the mounting screw, as that could be easily replace, but did not know what to do with the glitches that were happening. My boyfriend (the recipient of the gift) took the camera out to play paintball with, which he used the waterproof and shock resistant case and mounted the camera to the barrel of his paintball gun. We have many friends who use the same exact camera for the same exact purpose, and have had no problems with it. However, my boyfriend's camera got hit with a tournament grade paintball (which are brittle enough to crumble in your hands if you pinch one between your fingers), and the LCD screen cracked. The waterproof casing was completely unaffected, but the screen had cracked. So, we contacted GoPro and they will not really work with us. We contacted them on March 9th, and are STILL working on the case. They only reply to us once a day, if that. I paid $320 for this camera, and they want to offer me a 40% discount on a new one, which would have me pay $200 for another camera. So in total, I will essentially be paying $520 for a camera that was defective in the first place. GoPro will not investigate my claims of defective product as they think the issues resulted from use of the camera. However, we have video and photographic proof of the issues I described above. Also, I found another case of someone who had the same hit on their camera and same damage, and GoPro fully replaced their camera at no cost. I am outraged that they have been so slow in their responses, and that their practices are inconsistent. GoPro's cameras are made for high intensity activities, and the one I purchased did not hold up to standard. I paid for this purchase with my credit card, and I am considering going to my credit card company with this dispute to at least try to get a refund for the defective product that GoPro refuses to own up to. Before the Hero 3+ Silver edition, we bought a used Hero 960 that was years old and held up better than this one. If I had known that they would not stand behind their product, I would have purchased this product from a store that provided additional insurance, or I would have purchased a different brand of camera.

Desired Settlement: At this point, I either want a refund to my account or a replacement of the camera for no cost. I could have bought a higher quality camera for the total of $520 that they want me to spend on replacing a product that I know does not hold up to standards. They have a 30-day money back guarantee, but will not work with me on it.

Business Response: Initial Business Response /* (1000, 5, 2014/03/20) */ Hi ********, Very sorry to hear of any trouble experienced with the camera as well as with our support. We handle each support ticket on a case by case basis. Granted this may create some inconsistencies in the outcome of a case, it is ideal because it allows us to include all of the events and nuances surrounding the issue, to identify the route cause. This rings especially true when faced with an issue around excessive force or impact, something that isn't covered under warranty. We try to help each customer out as much as possible, in all situations. Seeing as the camera was such a recent purchase, we have asked a supervisor to take over your case to ensure all angles and all facts are investigated thoroughly to take a second look. Many Thanks GoPro Support

3/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: At a PGA convention I was offered a GoPro at a discount and told that their was a 30 return policy. Now they will not accept return on discounted item At the national PGA Merchandise show in Orlando thhis past January, Gopro had a booth promoting their cameras for use in golf instruction. Golf Pros were offered a $100 discount at the time. Since I was not totally sold on the item I was informed by the Gopro representative that I would have a 30 money back guarantee with no questions ask. Now that I want to return the camera within the 30 days, I am told that they do not offer refunds on discounted items. I am told that they sent an email with the promo code an in that email it was stated "no refunds" as opposed to what the sale rep quoted. No where in my order form did it say otherwise. If I had no believed the sales person regarding the 30 day money back, I would not have purchased the item. This policy of a sales rep promising something and then hiding something different in the email is a scam practice and should be reported to other mislead buyers. I might add that Gopro's customer service personnel were quite disrespectful in their comments suggesting that I can't read and should pay more attention to emails and would not let me speak to a supervisor as I was told he would not help in the matter. ie, I and the State of Florida consider a verbal contract as viable as an email.

Desired Settlement: I just want my purchase money of $319.49 back. I might add that the camera was never used.

Business Response: Initial Business Response /* (1000, 6, 2014/03/10) */ Hi *****, Sorry for any confusion or frustration caused here. At promotions or events, we may offer the $100 discounts towards the purchase of a new camera on our website. To obtain this promotional offer, you would need to sign up through the iPads at our kiosk. Through this sign up process, the terms and conditions you agreed to, do state that all discounted sales are final. Additionally as you mentioned, the email that was sent to you providing the discount code, also stated all discounted sales are final. We do indeed have a 30 day guarantee for regularly purchased cameras. That being said, the rep at the event you spoke with should have clarified that all discounted sales are final when using a promotional coupon. We are also looking internally to see why the messaging that all discount sales are final would not have shown when placing the order on our website. We absolutely apologize for any misinformation or confusion this may have caused. For these inconsistencies, we have asked a supervisor to take your case over to make sure it is handled appropriately. From looking into your case, it seems this has already taken place and everything is well underway. Many Thanks, GoPro Support Final Consumer Response /* (2000, 11, 2014/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response you have on file is different than the one that has been sent to me from Customer Support by an Associate named Nickon. He made arrangement to have the item returned and a credit issued. At this time, they have received the product and issued a credit that as of this time has not posted to my credit card account. I will advise when posted. I might add that Nickon was prompt in making the correct consideration. Why you did not get his reply, I do not know as the one you have seems to be just a standard memo. Thanks, ***** *******

2/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Sent in a device that was defective. Have not received an update since. Would like my replacement. Hello, I opened a repair case on Jan. 8th, 2014 for my GoPro 3 Hero+ that I got on Christmas. Case ID: XXXXXX. In that case I supplied all information and on Jan. 13th, I was issued an RMA ID: XXXXX. Since then I've sent my camera off and have not heard anything. This weekend I am going on a trip and one of the main reasons for getting the camera for Christmas was for this trip down in the Caribbeans. Looks like this will not be the case. My camera is obviously not working, and I've done a bunch of different trouble shooting. On top of this I use to own the Hero 2 before owning this one. I no longer have that because I gave it away to a friend. Thank you, *****

Desired Settlement: I am looking to get a replacement ASAP. It has been 21 days since I first started the repair and 16 since I've received and sent out the RMA/Camera. Really disappointed throughout all this.

Business Response: Initial Business Response /* (1000, 5, 2014/01/30) */ Hi *****, Our sincere apologies for any delays. The turn around time you are experiencing seems to be way outside our expected time frame, and is something we will absolutely be addressing. We have asked a supervisor to sort this issue out with our fulfillment center and connect with you, ensuring a timely replacement reaches you asap. From looking into your case, it seems you have already been in contact with him, and the replacement is on the way to you. Once again our apologies for any inconvenience or frustration caused. Many Thanks, GoPro Support Final Consumer Response /* (2000, 11, 2014/02/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the resolution from GoPro. It may have been hazy at first but their quick response and ability to have everything replaced made this a truly excellent experience given the circumstances. Kudos to the supervisor I e-mailed back and forth (I'll leave his name out) and I appreciate all his time. Final Business Response /* (4000, 9, 2014/02/07) */ Hi *****, Our apologies on the late reply through the BBB here, but it seems your case has already been sorted out through our support team. With delays at our warehouse as noted, we sent out the replacements to you before fully processing your return. The return authorization was only set up for the camera itself, so the other items sent were unauthorized and unexpected. To be safe we usually include a battery with our replacement cameras, just in case the issue was power supply related. By sending out the replacement prior to processing your return, we were unaware these other items were sent back, and therefore didn't have an opportunity to replace them. While we are not liable for the return of unauthorized items, and warn against including them with your return, we have made an exception for you and you should be receiving replacements for these items shortly. All of this information has already been communicated to you through the support case, and if you have any questions or concerns, please let us know through the original support case, for continuity. We apologize for any delays and ensuing frustration, but truly hope you enjoy the replacement! Many Thanks, GoPro Support

2/6/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Bought a brand new Hero3+ camera (Black) from an authorized retailer and it's defective. I Bought a brand new Hero3+ camera (Black) from an authorized retailer for $400.00 and it's defective. I need this camera for work. We put the battery in and plugged in to charge. Nothing happens. No lights go on indicating it's charging and it will not turn on. None of the LED lights work and the menu screen does not go on. We've tried everything. A friend has this same camera and we tried his battery in mine thinking it might be the battery. Still nothing. When calling GoPro we are treated very rudely by people who are very insensitive to the problem and won't help. This is very time sensitive as this camera is needed for work and it's defective

Desired Settlement: We would like a replacement ASAP without having to jump through hoops. This is the least GoPro can do after the rudeness and disrespect we've received.

Business Response: Initial Business Response /* (1000, 5, 2014/01/02) */ Hi ***, We are very sorry to hear you are having some trouble your new camera, and even more so to hear you have had a less than helpful encounter with our support team. From the brief description you provided, it sounds like we will likely need to replace the camera for you. We weren't able to locate any support case under your email address or a record of a phone call from the number you provided within the last 30 days. So we have asked a supervisor to create a support case for you and to reach out to get the information we need to get this done for you as quickly as possible. Our sincere apologies for any inconvenience or frustration caused. Many Thanks GoPro Support Final Consumer Response /* (4200, 19, 2014/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) GoPro has NOT done what they said they'd do by sending a brand new camera. They sent a refurbished and after testing, non working camera and tried to pass ** off as new. They promised to send a brand new camera with all items included and did not do that. Rather than stepping up and making things better, they've made things worse, lied and made up things as they go along. This matter is not resolved as a brand new/working replacement has not been received as promised. Final Business Response /* (4000, 17, 2014/01/14) */ Mr ******* has received a new replacement camera as agreed to on January 6th 2014. GoPro's standard warranty policy is to replace the defect unit with a fully functioning replacement camera, which is in compliance with the industry standard for warranty procedures. From the photos shown, Mr. *******'s replacement camera was sent in normal warranty packaging. The camera by itself is replaced, rather than sending a finished good package as all the other contents of the package are not requested to be returned for replacement, and would still be in the possession of the customer. The replacement camera is run through a separate set of additional testing before being added to warranty stock at the warranty facility, only after passing *** initial testing all cameras go through at the time of manufacturing. We have made every effort and exception to handle this for Mr ******* with as little inconvenience as possible. Our normal warranty policy requires some details and information and potentially troubleshooting in hopes we can get the camera up and running without a replacement needed. We have waived many of or normal requirements as Mr ******* has been out of town and unable to provide us with some needed details. In addition to waiving some of the preparatory details, we have gone further and agreed with Mr. ******* to expedite an advanced replacement to him, which as noted by Mr. *******, has been received. The only outstanding item for this warranty agreement, would be for Mr. ******* to return his original camera, using the prepaid shipping label provided. GoPro considers this issue to be resolved as we await the return of the camera from Mr. *******. Many Thanks, GoPro Support

2/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I was given hd hero2 a little over a year ago by wife. The serial number confirms this but since i have no receipt they wont help me. i received as agift from wife a little over a year ago. it sat in box for much of this time. after second time using it it will only turn red and act like it is charging battery. tried all firmware updates and wont even recognize camera is plugged into computer. i called support number on 1/14/14 and explained that i only had used twice in 1 year period and that i hoped they would help me. they said even though serial number showed that it was only a little over a year old that without a recepit they wouldnt help. i explained she had bought from amazon and couldnt find which card she had used but still they couldnt help. one final note the last time i used camera i put away in 5 of 2013 at this point camera was under warranty. i did not get out and try to use till now and of course it is too late. i also asked if it could be looked at for repair they said no repair only replacement for 40 percent if i had receipt. feels like a ploy to get you to upgrade.

Desired Settlement: Please cover all replacement under warranty and i will be satified and a continued go pro believer. if hd hero2 not available anymore replacement model that is current?

Business Response: Initial Business Response /* (1000, 9, 2014/01/20) */ Hi *****, We are truly sorry to hear of the troubles experienced with the camera. All GoPro products have a one year manufacturer's warranty which covers against manufactured defects within one year of the original purchase date. You indicated the camera was purchased over one year ago, from Amazon. Typically Amazon purchases are accompanied by email confirmations and could also be relocated by signing into the Amazon account to find the original date of purchase. Additionally we stopped selling the HD HERO2 camera you indicated purchasing, in October of 2012, however it could certainly still have been on a retailers inventory well past that date. So, with a bit more information we will be able to see what exactly we can cover under warranty in this situation, as we do truly want to help considering the limited use you have reported been able to get out of the camera. Accordingly, we have asked a supervisor to reach out to you to help resolve the situation. Many Thanks, GoPro Support

2/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Faulty case latch. Camera purchased on 12/3/13. Incident 1/6/14. While snowboarding I had my camera mounted to the front of the board, during one run down the mountain I fell of my ****, when I got to the bottom the cameras case latch had broken off allowing the door to open and the camera to fall out. Contacting their customer support they insisted that there's no way the latch could break off with such little impact, well obviously it did. All they offered to do was to give me a 40% discount on a month old $400 camera. I believe that I had a faulty case since it broke so easily. ****On a side note, this was the first time that the case had been used for how it was made to be used, before it was just used to take time lapse videos sitting on a tripod. When not in use everything is stored in a heavy duty pelican hard case*** Case number-XXXXXX

Desired Settlement: Camera and case replaced free of charge.

Business Response: Initial Business Response /* (1000, 5, 2014/01/20) */ Hi *******, We are truly sorry to hear about the lost camera. Our products are guaranteed for 1 year against manufactured defects, and if this was due to any sort of manufactured fault, we will certainly take care of it. We have asked a supervisor to reach out to you through your support case to gather all the information possible and see how we can help out. From looking at your case, it appears the supervisor has already initiated the contact with you, and we trust this will be resolved shortly. Many Thanks, GoPro Support

1/15/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased a GoPro camera model Hero3 White Edition. The website advertises this as taking "professional-quality video". The videos captured by my camera are far from being "professional" or HD. Poor colors, poor resolution, nothing close to a HD home videos taken with similar low-cost products, or even cell phone cameras.After contacting support, a rep named Cooper M (case no ******) indicated that the model I purchased (White edition) has a "smaller image sensor" than the other Hero3+ models (Silver or Black Editions), therefore that's why the quality of the video is not quite as advertised.This information (smaller sensor) is nowhere to be found on the product description page, therefore I consider I was mislead/tricked to believe I will buy a product capable of shooting "professional quality" videos, and in reality I received an inferior quality product, which delivers sub-par quality home videos. Product_Or_Service: GoPro camera Order_Number: ***-*******-*******

Desired Settlement: DesiredSettlementID: Replacement I am requesting the exchange of my mediocre product (Hero3 White edition) with a better quality product (Hero3+ Silver Edition), at no additional cost, considering that I was tricked/fooled to purchase an inferior quality product based on false/misleading advertising on the company's website.Currently my $200 purchased camera is quite useless to me due to the inferior video quality it delivers.

Business Response: Initial Business Response /* (1000, 5, 2014/01/07) */ Hi ******, Very sorry to hear you are having some trouble with your camera. The HERO3 White edition is a great camera. We carry 3 models of *******. The HERO3+ Black, the HERO3+ Silver, and the White edition. The HERO3+ ******* were released a year after the HERO3, as the next generation in our HERO camera line, with the black edition being aimed more for the "Prosumer" level customer. The HERO3 White edition, while it may not have the bells and whistles of the HERO3+ silver or HERO3+ black will produce great video and image quality at a great price point. This camera records in full 1080p resolution and 5megapixel still photos among other things. They are priced differently, to coincide with the technical specs of each camera, which are listed on the packaging for the specific camera and on our website. A comparison of all 3 models is available on our website here: http://*****.com/******* If you are receiving less then HD quality video as mentioned, then it sounds like there may be something going on here, and we have asked a supervisor to reach out to you to make sure everything is either working properly, or the camera gets replaced quickly. Our apologies for any confusion or inconvenience caused. Many Thanks, GoPro Support Final Consumer Response /* (4200, 11, 2014/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nowhere on the website, under model specification do I read the following, quote: "the white edition does have a smaller image sensor however this isn't going to affect the resolution of the camera at all. What it will do is affect the ******* performance in low light" So , the advertising is misleading, the reader does NOT see the words "smaller sensor" anywhere. Nor do I read there that camera "under-performs in lower light". Finally, end results (videos) taken with this camera, compared to any videos I took with my cell phones (several models, Galaxy S2, Galaxy S4) look way far from "professional" Video is dark, colors are unnatural, movement is not smooth, even on a bright sunny day. This expensive device does NOT perform as advertised. Final Business Response /* (4000, 9, 2014/01/14) */ As noted in your support case, we have agreed to replace the camera for you with a replacement HERO3 White edition, as it does seem there may be an with it. However to address the quote you sited, the rest of that quote continues with, " To clarify, the white edition does have a smaller image sensor however this isn’t going to affect the resolution of the camera at all. What it will do is affect the ******* performance in low light. We do list this on our website here: http://*****.com/*******#compare ." The correction provided was an amendment to the first response you had received from your initial complaint, well after purchasing the camera, thereby not misleading you into purchasing anything. All the camera specs and details from each of our ******* are clearly listed on each of the camera's packaging and individual product pages. The main page for our ******* is also a full webpage dedicated to comparing all three models against each other, where the differences between them are clearly laid out, with pricing differences corresponding directly to the differences within the specs. The details and specs were available for you at the time of purchase on the box of the camera should this had been purchased in store, and were available on our website at all times. We are happy to replace your camera for you, however we can only replace it with the same model camera purchased. If you find that one of the other two model ******* suit your needs more, you will need to return the camera to the original point of purchase. If this camera was purchased from our website, we are happy to work with you to return the camera, even if it may be slightly outside our normal 30 day return policy, as we ultimately want all of our customers to be happy with the camera they purchased. If you would like to us up on our offer for the replacement, please reach back out through the original support case. Many Thanks, GoPro Support

1/13/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: After spending over $1,000 (with accessories) on my first GoPro I've discovered they're crap. There's a 10% chance it will work like it's supposed to. After spending over $1,000 (with accessories) on my first GoPro I've discovered they're crap. There's a 10% chance it will work like it's supposed to. Apparently this company has succeeded in getting their customers to accept this crap. Apparently they have succeeded in lowering their user base's expectations to a level that is unacceptable to me. They expect their customers to to reset the camera a dozen times and this is part of getting it to work? I've had mine for less than six months and from the start I had problems. At first I thought I must be doing something wrong I'm sure I learn how to do it. The problems with the camera only increased! Then I started searching the internet to find a solutions and found out these guys expect their customers to do handstands to get their crap working. I got it from Richardson Bike Mart in Richardson Texas. The salesman was ***** the manager it was less than six months ago. GoPro 3 Black.

Desired Settlement: I want a full refund of the camera and all the GoPro brand accessories. I can not believe your product has captured such a large market share! A product this inferior dominating the market, if you're reading this kiss your marketing director for the good work they've done so far and start sending your resume out.

Business Response: Initial Business Response /* (1000, 5, 2013/12/26) */ Hi *****, Very sorry to hear of any trouble experienced with the camera. If multiple resets are required to get your camera running, then it sounds like something may be wrong here. Should that be the case we are happy to get you a fully functional replacement. If the camera was purchased from another retailer, we unfortunately wouldn't be able to proceed with a refund as we do not have any transaction with you through which to refund. This must be done through the retailer. If this is the route most desired then please reach out to Bike Mart for assistance as they would have your transaction to reverese. We absolutely want you to be happy with the camera and want you to exude as little effort as possible to enjoy the use of it. To help facilitate this, we have asked a supervisor to reach out to you and get the replacement process started. Our sincere apologies for any frustration or inconvenience caused. Many Thanks, GoPro Support

1/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered a gopro camera for $229 on 11/15. UPS delivered to wrong address, but GoPro is not helping us resolve this issue. After ordering a GoPro camera from the company GOPRO, I authorized UPS to leave the package by my garage for delivery. When it was not there upon returning home, I called UPS to find out where the package was left. The manager at UPS spoke to the driver who delivered the packages, and the driver described the locations of where the package was left as a different house than mine. The UPS representative confirmed it was most likely a mis-delivery, but UPS would not take responsibility because we had "authorized" them to leave the package. (However, I did NOT authorize UPS to leave the package at the wrong address, which no one is addressing). In addition, I still have my original signature slip, which is just another indication that UPS did not even stop by my address when delivering the packages. UPS says they have online verification from me that they could leave the package, but had they delivered the package to the correct address, they would have seen the actual signature slip and taken it with them. GoPro has not resolved our issue which has been ongoing for over 2 and a half weeks despite the fact that UPS has instructed us to work through this with the seller (GoPro) They will not deliver any proof of delivery to our residence (ie. tracking of the area confirming it was left at the correct address), and they are continuing the claim that they are not responsible. At first we were told that we would get a replacement shipped out, and when we followed up with GoPro a week later, we were told by another customer service rep that was not correct and they were not sending a replacement. Their customer service has hung up on me repeatedly, or "disconnected" every time I asked to speak to someone else, and they refuse to let me speak to a manager to resolve this issue. I have not been offered any type of refund, and this is clearly a mistake made by their vendor UPS. GOPRO should at least do their due diligence to confirm proof of delivery to the CORRECT ADDRESS before refusing to resolve their customer's complaints. Our current Case ID with GoPro is ******.

Desired Settlement: I no longer am interested in obtaining a replacement shipment for the lost package. I would like to be refunded for the product I never received.

Business Response: Initial Business Response /* (1000, 5, 2013/12/19) */ Hi ****, We are truly sorry to hear your order was delivered appropriately. WIth any lost or miss delivered shipments by shipping carriers, it can be a bit tricky to sort out what is actually going on. Typically we set up tracer with the shipping carrier to locate the package and complete the delivery. In this case it sounds a bit more complicated than a typical trace, and you certainly should not have received a hard time by any of our reps here when trying to locate your order. We have asked a supervisor to take over your support case and work with you to get all of this sorted out. Whether it be locating the original shipment, sending out an additional order or getting the refund to you, we will make sure everything is handled for you. Our apologies for any hardships endured. Many Thanks, GoPro Support

12/19/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: my go pro hero 3 I bought last year for chritstmas is defective and does not work. I have try to use it skiing to film my 3 year old twins, it freezes my go pro hero 3 I bought last year for chritstmas is defective and does not work. I have try to use it skiing to film my 3 year old twins, it freezes up then does not work every time I use it. this thing is worthless. I just tried touse it againt his year and some thing but worse it did not record video jsut sound then frooze up and did not work for the reast of the day. VERY DISSAPOINTED WITH THE PRODUCT! ADDITIONAL DETAILS: Case is being handled by another organization: Go PRo Corp.

Desired Settlement: I would prefer full refund in full of camera and all equipment but if they can garantee the thing will work the secound time around I will take a replacement

Business Response: Initial Business Response /* (1000, 5, 2013/12/02) */ Hi ****, Sorry to hear of any trouble experienced with the camera. I see you created a support case on Friday at 5 pm of a holiday weekend. We try to make sure and get each case a response within 1 business day, so unfortunately we hadn't been able to respond to you before you filed this complaint on Saturday, less than 1 day after the initial support case. As this appears to be a time sensitive issue for you, we will have a supervisor handle your case. It sounds like there may be a few troubleshooting steps which could sort out the issue for you in a few minutes. If the camera is in fact defective we will certainly replace it for you under warranty. Our apologies once again for any frustration or inconvenience, however we truly would appreciate having the opportunity to provide you with support and get the camera up and running for you. Many Thanks, GoPro Support

12/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I have two Cameras, a Hero and a Hero2. Both have failed, neither works after multiple troubleshooting steps. Would like a working camera. Opened Case #****** with GoPro, please refer to that case for entire email thread. As BOTH of my cameras have failed and all troubleshooting has already been performed including new battery, new SD cards, new usb cord and new charging stations. GoPro customer support also failed to resolve issue.

Desired Settlement: Would like a working camera to replace my two non-working cameras.

Business Response: Initial Business Response /* (1000, 5, 2013/12/05) */ Hi ******, We are truly sorry to hear about the trouble experienced with the camera as well as with the support you have received. Upon receipt of this support case we have asked a supervisor to take a look into your case and personally follow up as it seems there may be a way we can help resolve the situation. At the time of writing this response, we can see you two have already been in contact and it seems the situation is being taken care of to your satisfaction. Ultimately our main purpose here is to help you capture memories as easily and enjoyably as possible. In this case it seems were were unable to obtain this goal smoothly and for that we apologize. We trust the case will be resolved to your liking through the support of the supervisor you are in contact with. Once again our sincere apologies for any inconvenience or frustration caused. Many Thanks, GoPro Support Final Consumer Response /* (2000, 7, 2013/12/18) */ After contacting you, a supervisor from GoPro responded to my issue and instead of sticking to the script, actually examined what was happening and what I had already tried to resolve the issues I was experiencing. Ultimately they sent a new or refurbished WORKING camera as I was hoping for. Thanks to both the BBB and GoPro for the help. Joe

12/16/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Called customer service to resolve issue but they have certain guidelines to resolve complaints. I have internal camera problems. I contacted customer service last week and spoke to someone for 45 mintues. Today I contacted customer service and was given a case number while speaking to customer service for 40 minutes. The tech support person was very nice but seemed frustrated. For whatever reason, my camera isn't accepting the software update. The software update could be causing my battery to shut off my camera...that is what they told me. While trying to download the files my camera kept shutting off. I don't shut it off it just does it on its own. The rep said they have guidelines in order to decide what it is next to do with the camera. But I am unable to complete the downloads to the phone since it just randomly shuts off. I tried to do the download after getting off the phone with the rep and I had the same problem. And for some reason, when my camera is disconnected from being charged, it will still show up as charging. I took videos and pictures to show Gro Pro. The person gave me a no reply address that I could reply to but the pics nor the videos went thru. I have 2 other Go Pro Cameras which I never had problems with. Thankfully I still own one of them to use as a back up.I really don't have the time to keep going back and forth with the reps when the first problem is with the battery on my camera. If the camera won't stay charged then how can I even complete a download? And the wifi will open up automatically and instantly drain the battery. I know how to turn wifi off but it turns back on whenever it wants. I bought attachments to this Go Pro 3 and cannot even use the camera or attachments because of the problems. I had the extended battery fully charged as well as the basic battery then I go out to scuba dive. Wifi is turned off. I go underwater and begin to take video and after a few mins the camera shuts off. Then I have to wait and see what the problem is. I will repeat this a few times and then the battery is dead. Do you know how upset someone can be when they want to record something but the camera shuts off? There have been so many images that I would have loved to have back but for some reason Go Pro let this product be released before it should have. I watched 60 Mins and heard about the review of this product from the CEO. And it also is supposed to record in full 1080 and upon editing the video display is less than 1080. I took pictures of the battery. The original battery is also torn up. The copper in the battery is exposed. Good job installing it. Customer service says they have to do the download to see if it needs replaced but like I told the person, what am I supposed to do if the Go Pro won't stay on? It beeped several times while I was on the phone which meant it turned off. Wifi controller is useless. Please have someone at Go pro Help. I still want the product. I love it. I have bought 3 Go Pro's in the last 2 years. But something needs to be done with this immediately. I am losing out on valuable recording while I wait.

Desired Settlement: Just want product replaced. I also bought an extender battery, I don't even know if it works now or if it was drained from the other battery. I have bought other Go Pro 3 accessories. I don't know if they are compatible with another Go Pro 3. As much as I have heard about the old Go Pro 3 and the video, I am not sure I want the Go Pro 3 from the problems I had with this one. Also...I just tried to turn off the Go Pro and can't. Funny how weird this one is. Other accessories are the straight rod so I can extend it into wreckage will that work with the new Go Pro 3? I have the Go Pro 3 Black Edition. The few pictures I have upload aren't very high def either. Maybe around 8 MP for wide, says it should be 12mp. I use a filter which will help it but even if I remove it, still doesn't matter. I took this on two separate trips. I just thought I did something wrong the first time. Very unhappy with product. I should be enjoying life as opposed to dealing with these issues.

Business Response: Initial Business Response /* (1000, 5, 2013/11/18) */ Hi Mr. **********, We are truly sorry to hear of any troubles you have endured not only with the camera but with the support you have received thus far. While we certainly do have policies to abide by in the gathering of information, these polices are set in place to ensure a replacement unit would be needed to get you back up and running. If we do not attempt to sort out the root cause then there is potential a replacement unit wouldn't solve the issue. From the description you have provided however, it definitely sounds like a replacement is needed. We are having a supervisor reach out to you to obtain the missing pieces of information to get a replacement set up for you, and to handle your case from here on out. Our sincere apologies for any inconvenience or frustration you may have experienced as this was never our intent. Many Thanks, GoPro Support Final Consumer Response /* (3000, 7, 2013/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Go Pro said I could buy a new one for 40 percent off. Don't know how much that will be. The thread I emailed them on wouldn't allow me to respond. I don't think I should have to pay extra for a new one. Sounds odd considering my problems. Final Business Response /* (4000, 9, 2013/12/02) */ Hi Chadwick, Sorry for any confusion with the return email address. Even though the email address comes from a "no reply" address, the thread itself is linked to the support case. So if you were to reply it would actually go right back into the support case. If you were to compose a new message to that address however, it will not return to the case. As for us telling you to pay extra for a new one it seems there is some confusion. As stated in the email sent to you on 11/25/2013 at 7:32 am PST : "Although I'm not able to replace your Hero 3 with a Hero 3+, what I can do is offer you a 40% discount off the purchase of a Hero 3+ unit as well as replace your current defective unit." Here we offered to replace your current camera with a fully tested unit, in addition to offering you a discount on a HERO3+ as you have expressed much interested in the HERO3+. We are more than happy to get a replacement camera to you per our warranty policy. The discount offer is separate from the replacement camera, and was our efforts to help you obtain the HERO3+ as you have requested a few times. Please continue to use the support case form if you have any other questions or concerns as we are here to help. Many Thanks GoPro Support

12/9/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Gopro fails to deliver on its facts and features behind the product. I've used different devices of GoPro 3 to all have same problem. Device is bugged First off, I've been a loyal consumer of GoPro products and have owned the original GoPro HD, Gopro Hero 2, and Gopro Hero 3 Black Edition ($400 edition). I have purchased the latest product, the GoPro Hero 3 specifically because of the promised feature of the 'Loop Recording Mode', where the camera supposedly deletes old footage to continually record new content. I planned to use this feature for my personal safety and protection when using this on the road as a dashcam. However, I've purchased this product when it first came out, and the product has been faulty and buggy since I've owned it. I've emailed support numerous times, and was suggested to try a different gopro and SD card, which still has not resolved the issue. The issue is present with different devices, and the CSR told me it is a firmware issue and they are working on an update. First, the camera continued to freeze when recording while hardwired to a USB. The one-button record feature did not work, and after 5 months, GoPro has finally released a firmware update that fixed the issue. However, the Loop recording feature still does not work, does not remove old footage and the camera still fills up and reads the error 'SD FULL' full. I have contacted the CSR rep '***** K' on the same ticket (Case # ******) at least 6 times. The CSR keeps telling me that he is doing all he can, and routing the information to the engineering team. The CSR ***** fails to provide me updates, and I've emailed him 2-3 times in the past 2 months asking for updates. I have never received a response to the last 2-3 mannered inquiries and am being ignored. The last I've heard from ***** is the following excerpt from Aug 28th, 2013: "Hi ******, Thank you for the follow-up information. I'm sorry about the frustration and I'm doing all I can to get this issue resolved. I have duplicated the issue and am working with our engineering liaison to be able to provide you with the fix that you are looking for. I will send you a couple of the mounting buckles. When I receive further info that I can pass on to you, I will do that. Thank you for your patience, " I've then sent him this response on Aug 28th with no updates: "*****, Would you have an ETA of when an update for this problem could be released? I can link you and your team to at least 5 forum posts of users having the same issue if that would help speed up the process. ******" On Oct 25th, I've sent him the following: "So no updates? I still can't get the loop recording to work with 2 gopro 3s latest firmware.. ". My last 2 responses have no replies from the CSR. Case # is ******, recipient is cases.********************************************@cases.netsuite.com I've requested an RMA and was told to wait on an update. I've used a friend's product and had the same problem. I've requested a refund and was told by the CSR to wait until he hears from Engineering, 3 months later to no avail. Below are other users experiencing the same unresolved issue: http://www.goprofanatics.com/gopro-hd-hero3/****-hero3-looping-video-not-working-64gb-card.html http://www.goproforums.com/15-gopro-hd-hero3/****-loop-recording-start-up-time.html#******** https://www.facebook.com/gopro/posts/***************** http://www.goproforums.com/15-gopro-hd-hero3/*****-looping-video-stopping-full-card.html http://www.reddit.com/r/gopro/comments/1oizrr/loop_issue/ http://goprouser.freeforums.org/5-min-loop-video-******.html#****** http://goprouser.freeforums.org/5-min-loop-video-******.html#****** The quality and support I've received from GoPro is unacceptable, and I've been dealing with this problem since the beginning of the year.

Desired Settlement: If the faults and bugs on the camera cannot be resolved and loop recording mode cannot be fixed promptly, I demand a refund for the full retail value of the GoPro 3 Black Edition. I am willing to ship the product back to you but unfortunately I cannot provide POP as the camera was purchased in a retail store. I will be buying a Blackvue camera with a working loop mode and included GPS that can tell my speed. Get it together GoPro.

Business Response: Initial Business Response /* (1000, 5, 2013/11/13) */ Hi ******, We are truly sorry to hear of any frustration or inconvenience you have been subjected to, not only with the camera but with our support team. Our ultimate goal is to help you use and get joy out of the camera, and in your case it seems we are not meeting this goal. We have asked a supervisor to personally take over your case and take care of you quickly and efficiently. We will also do some internal investigation as to how your case could have gone neglected and take the appropriate corrective actions. It appears our supervisor has already reached out to you and is awaiting a response to help resolve any trouble endured. Once again our sincere apologies for any inconvenience or frustration caused as this was certainly never our intent. Many Thanks, GoPro Support Final Consumer Response /* (3000, 7, 2013/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since the BBB complaint, I have been in touch with a supervisor from GoPro. However, the quality of customer service received is still subpar. I have sent in my response timestamped on: November 14, 2013 11:19 am PST. I have received a response only 4 days later, at: November 18, 2013 10:21 AM with an apology for the delay because the supervisor has 'been out of the office'. The supervisor states that they cannot refund me as I did not purchase through GoPro.com. I am still being asked to troubleshoot the situation with him, to which I've replied with troubleshooting status twice. The last email that I have sent with troubleshooting updates was on: Mon 11/18/2013 10:43 AM It is now Wed 11/20/2013 at 3:50 PM and I still have not received a response. The average response time from a CSR supervisor since the BBB complaint is: 72hrs with the longest gap being 96 hours. I am refused a refund while the company continues to strive on broken promises and false advertising. Final Business Response /* (4000, 9, 2013/11/26) */ Hi ******, Thanks for sending those details over about the delayed responses. We have addressed this with the supervisor handling your case and requested the case be handled over the phone to avoid any further delays. From the case notes it sounds as though you have already spoken with him, an SD card is being sent out to you and the case should be resolved. Once more our apologies for any added delays or frustrations. Many Thanks GoPro Support

12/9/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: The GoPro camera we purchased just over a year ago will no longer turn on or charge up. It is not functional and the company will not replace it. We purchased the GoPro camera in Sept. 2012. My husband used it 3 or 4 times at the most during hunting season. Just this last week he tried turning it on and to charge it. It won't work. I called GoPro support to get help. They told me it was a fault in the camera. I have searched on-line and there are many people having this same problem. GoPro said that since we purchased the camera just over a year ago they can no longer support it under warranty. They offered us a 20% discount on a new camera. This is horrible customer service. They're product doesn't work. I certainly don't want to pay another $300 for another one. Other people need to know that their products don't work and are a rip-off.

Desired Settlement: We don't want to purchase a camera from them again. We want our money back. This clearly is a defect in the camera. I'd be happy to send it back to them so they can figure out why these cameras are having this problem. I also want my $300 back. We didn't even get to use it!

Business Response: Initial Business Response /* (1000, 5, 2013/11/22) */ Hi *******, Very sorry to hear of any trouble experienced with the camera as well as the support you have received with it. All GoPro products do come with a one year manufacturer's warranty from the original date of purchase. Most if not all issues with any cameras should make themselves known within the first year of use. Outside of that period, it can be difficult to determine if the issue was a bi-product of improper use/care or a true manufactured defect. The discount was offered to you as the camera is outside the one year period, and typically can't be replaced, however we absolutely want to help you out. Rather than turning you away empty handed as most companies would, we made effort to help in any way possible. As you have only been able to use the camera a handful of times, we have asked a supervisor to take over your case to see how else we can help. Ultimately we are here to make sure you can use and enjoy your GoPro camera. If the camera is a source of frustration then we are not meeting that goal, and want to make it right. From looking into your case, it seems our supervisor has already reached out to you and is awaiting your reply. We trust this will be handled to your satisfaction, and absolutely apologize again for any inconvenience or frustration endured. Many Thanks, GoPro Support Final Consumer Response /* (3000, 7, 2013/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive a response from the company. They sent me a shipping labelt to return it. They are working very well with me and I appreciate that. I will send it back via Fed Ex tomorrow. I will wait to ensure that I do get a new camera like they promised before I consider the case closed. Thank you Final Business Response /* (4000, 9, 2013/12/03) */ Hi *******, Glad to hear things are moving along. We definitely understand your wishes to wait until the replacement has been received, to consider this closed. We trust this will be resolved very shortly for you. Many Thanks, GoPro Support

11/26/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Defective GoPro case flooded my Hero 3 Black edition I purchased the Hero 3 Black on April 14, 2013 as a replacement for a Hero 960 camera. My 960 was damaged in a surfing accident while using the GoPro wrist surf mount. I was very happy to see that they supposedly had made improvements to the housing including a locking mechanism to avoid water leakage issues. On October 20, 2013 I was doing some underwater filming work and had prepared the housing as instructed by cleaning and lubing the O-ring and inserting anti-fog strips and then sealing the latch tightly. Once I descended to about 15 feet and began filming, I noticed the camera had flooded. I immediately surfaced and exited the water. The case was still locked so I had to open it as normal and then tried to rescue the camera to no avail. I phoned GoPro support and spoke with ******* who advised me that I could send the camera and housing to them and they would examine the camera and housing and if they determined it to be defective then they would send me a replacement. I had to first obtain my proof of purchase and then request a RMA and return it at my own expense. On Nov. 12, 2013 after finally getting my purchase receipt, I e-mailed GoPro support and their rep ****** A. opened a case number for me (******). On Nov. 13, another representative ***** E. wrote to me and told me that since it was water related they would not do any exchange or examination of the camera and housing. He offered me a discount on a future purchase of a new camera as a token gesture of support. He also stated that since the camera was purchased many months ago and had been used successfully before then they would not make any exception to their policies. This camera carries a one year warranty against defects in their materials and I am well within their warranty period as I have only had it for 6 months. I have an extensive history with underwater cameras and know how to seal the housings properly. Had there been any question in my mind that it was my error then I would never have contacted the company as it would have been my fault. In this case though, I know the housing was sealed properly and I want them to honor their original pledge to me made over the phone that they will examine the housing and camera and then either repair or replace the unit. GoPro proudly exclaims the underwater capabilities and depth ratings in all of its advertisements. The fact that they then try to absolve themselves of responsibility when there is an issue by stating that water damage is caused by ''user error'' is deceptive and unacceptable.

Desired Settlement: I would like GoPro to honor their original pledge to me made over the phone that they will examine the housing and camera and then either repair or replace the unit.

Business Response: Initial Business Response /* (1000, 5, 2013/11/22) */ Hi ****, Very sorry to hear of any trouble experienced with the camera as well as with the support you have received. All GoPro products do come with a one year manufacturers warranty as you noted, and if something is defective we will absolutely take care of it. Water damage is listed in the warranty policy as not covered due to the high risk of user error when resealing the housing or not taking the proper care of the products. That being said, if it were caused by a defective part we will certainly replace it. It seems you have plenty of experience and so we have asked one of our supervisors to take over your case personally to see what may be going on here to get you taken care of. At the time of this response, it appears you two have already been in contact through the support case, and we trust everything will be handled to your satisfaction. Once again our apologies for any inconvenience or frustration caused. Many Thanks, GoPro Support Final Consumer Response /* (2000, 7, 2013/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/31/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Loss of product due to poor quality of mounts and latches. I had purchased a gopro hero 2 from the gopro website. It was the motorsports model and I used it on my motorcycle. I have had 3 mounting arms break before and one case latch break. While I was 900 km into a 10,000km trip of a lifetime the gopro mount broke. I always have my camera tethered due to the faulty mounts. Before I could stop my bike the case latch broke off and it opened up and my gopro smashed all over the highway. I did everything in my power to insure that I didn't loose my camera. It was mounted to a spot that gives off the least vibration as vibration makes the video and pictures blurry. Due to the faulty mounts and latch I no longer have a gopro. I also lost my wifi backpack and 32 gig card that was attached to the camera. I have used gopro products since they first came out. I was looking for a discount on purchasing a new gopro but I was only offered 20% off. That's about $50.00. My memory card was $80.00 and the wifi backpack was $119.00 the gopro was $349.00. A new gopro is going to cost $500.00+. That's over $1000.00 I would have spent on their products. If I signed up to a gopro forum website they were offering me a 25% off. I am only getting 20% off for being a loyal customer while new customers get 25%off That doesn't seem to fair to me. They knew there was a problem with their case latches as the new gopros have a locking latch now.

Desired Settlement: I would like to see at least 50% off of a new gopro or at least compensated for the wifi backpack and 32 gig memory card that were lost due to the broken latch and mount both less then 6 months old. Approximately value $200.00 plus the 25% off of a new gopro. I don't know what else could be done besides making new mounts out of a plastic that do not break (lexan). I don't mind paying for products that work as they are suppose to work and not have the product damaged or lost because I am doing exactly what they advertise they can do .

Business Response: Initial Business Response /* (1000, 5, 2013/10/30) */ Dear Mr. ******, We are very sorry to hear of not only the trouble experienced with the camera and mounts but with our support team as well. We have asked one of our senior supervisors to personally take over your case, to see to it that you are taken care of appropriately. I can see from your support case that you have already begun working with him and everything appears to be going well. We trust the case will be handled to your satisfaction, but please do let us know if there are any issues or concerns. Once again our sincere apologies for any inconvenience or frustration. Many Thanks GoPro Support Final Consumer Response /* (2000, 7, 2013/10/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the outcome of this case. Gopro could have resolved the issue without letting it get this far if they would only have taken some of the blame and not speculate that it was all my fault. I am very happy with the way most of their products work but would like to see them improve on the mounting arms and latches. They have a great young company that can only get better if they improve on the first response support team. I had no problems what so ever with the senior support staff. They worked with me to make sure I was satisfied with the outcome of the case.

10/28/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: GoPro Firmware update broke the GoPro HD Hero 2 camera. GoPro has no fix for this, request taking back the original camera and sending a new one out. I purchased a GoPro HD Hero 2 camera a few months ago that worked wonderful since purchase. Recently GoPro had a "firmware" update that this camera was updated to. Once updated the camera now fails to record more that a few minutes before it crashes/freezes and is useless. This is so common now that there is a GoPro community name for it... "Bricked", as in useful as a brick. The bottom line is the camera recorded for 2+ hours reliably before the firmware update and only quit when the battery died. This freeze issue is widely know across the GoPro community (Google "GoPro freezes after firmware update"). After dozens of attempts to re-install the firmware by various methods provided by GoPro representatives and the GoPro website nothing worked. GoPro THEN came back to say my memory card (SD card) was the problem and not their camera! I believe GoPro is confusing the cameras as the GoPro 3 has issues with memory cards but NOT the Hero 2. I have the most expensive fastest (95 meg per second class 10 SanDisk Extreme Pro SD cards) on the market purchased FROM GoPro and these memory cards worked just fine before the "update". These cards work on a friends GoPro HD Hero 2 (that hasn't been updated) along with 2 different GoPro "type" cameras. There is no possible way the memory cards are the problem. At this point I am requesting GoPro supply me with a new GoPro HD 2 camera and take this one back as defective. That's all I want, a swap out. I believe this is extremely fair as THEIR firmware update broke the camera somehow. Thanks for your assistance.

Desired Settlement: Since the GoPro firmware update broke the camera, I simply want a new camera that works like it USE TO before the firmware update broke it. Either send a camera that works with the new firmware or send one that hasn't been updated with the new firmware. Bottom line it worked fine until the firmware upgrade so I'd like a NEW replacement GoPro HD Hero 2.

Business Response: Initial Business Response /* (1000, 5, 2013/10/16) */ Dear Mr. ****, We are very sorry to hear of the poor experience you have had not only with the camera, but with our customer support. It is truly disheartening to find the case may have been mishandled, in addition to the trouble endured with the camera. Ultimately our main goal here is to make sure you can use and enjoy the camera without any frustration. It is clear we were unable to do so in your case. We have asked a senior supervisor to reach out to you and personally oversee your case from here on out to ensure it is handled correctly. We are investigating internally as well as following up with the respective agent to provide a corrective action moving forward. From reviewing your case it looks as though you have already been in touch with our supervisor. A replacement camera does certainly seem needed here and it appears as though this is being facilitated already for you through the support case. Our sincere apologies for any frustration or inconvenience caused as this was certainly never our intent. Many Thanks Final Consumer Response /* (2000, 11, 2013/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 9, 2013/10/24) */ Thank you for your reply. We certainly understand that you're frustrated. As our warranty provides, we will replace any camera that is not free from defects. You can definitely test out the replacement to ensure it is working properly before deciding if you are satisfied with it. We can see from the tracking information the replacement unit was received and you have just sent your original camera on its way to us. We look forward to receiving your returned camera to see what exactly went wrong here. We trust you are satisfied so far with the replacement camera, as we haven't heard anything back from you indicating otherwise. At the end of the day, we really want to make sure your camera works so you can continue to capture memories from a whole new perspective than previously thought possible. If the camera isn't working, then you shouldn't be satisfied and we shouldn't be either. If our firmware update creates an issue with the camera, we will absolutely take care of it for you, regardless of the purchase date. This has been common practice since the implementation of our update processes. We absolutely encourage anyone experiencing any issues with the camera to reach out to our support department. There are hundreds of thousands of happy HERO2 camera owners, as our rate of return for refund and for warranty is less than 1%, with an incredibly small fraction of those being for update related issues. I hope you understand that we are here to help, and if there is a problem with your camera, or any camera we want to take care of it. Many Thanks, GoPro Support

10/23/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Believe Go Pro sold me a defective Hero 3 Black camera twice- had it replaced once(overheats in waterproof casing) making it unusable-want full refund I originally placed my order for a Go Pro Hero 3 Black Edition camera from Go Pro in San Mateo, California($399.99)with accessories including LCD touch backback (79.99), Sandisk 32 GB Ultra Micro SDHC Memory card class 10 (49.99), and additional battery backpack ($49.99) on 1/14/2013, paid by credit card. Confirmation # ***-**-******. Grand total of $519.33. I am a sponsored paddle-board racer and must have a water proof camera for my sport in order to take any pictures. This camera comes with a water proof housing. However, the camera overheats in the housing, burning out the battery within 10-20 minutes, making it completely unusable on the water. Go Pro agreed to replace it on March 22, 2013 and I received a replacement in late April. ****** ******** of Go Pro customer support assisted me with the first return- case # ******. As a physician I am extremely busy and did not have a chance to really test the replacement until a charity paddle board event on the Hudson River in New York on July 20th. The camera was fully charged per instructions prior to attempting to use it. After turning it on for approximetaly 15 minutes while out on the river it again ceased to function (turned off, camera and housing very hot to touch, and would no longer function- battery completely discharged). This is exactly what happened with the first camera. Unfortunately, I was not able to discover this until after the warranty period had expired. I believe that Go Pro knowingly sold a defective camera to me (which also required a fairly complex "firmware" update prior to first use) as the same malfunction occurred with each camera. The camera as such, is unusable to me. I am asking the BBB of San Mateo to assist me in simply getting a refund for the camera. I would also like to return some of the accessories including the LCD and battery backpacks. However, at this point I will accept just a refund on the camera itself. If I cannot get resolution of this matter to my satisfaction, I will proceed with the following: file a complaint with FTC, involve my attorney, and file a claim in court for a court-ordered refund of the camera and all accessories, plus attorney's fees. Thank you for you assistance with this matter. ******* *******, ****

Desired Settlement: Full refund of camera and all accessories to my credit card or check payment.

Business Response: Initial Business Response /* (1000, 5, 2013/10/07) */ We are sincerely very sorry to hear you've now run in to the same issues with two GoPro Cameras. Our main goal here is to enable our customers to enjoy and capture moments previously unable to be captured. In this instance you've clearly run in to some road blocks and we're here to remove those and get everything resolved as quickly as possible. Typically speaking if the same problem persists with two units there is an external factor that can often be solved with troubleshooting. We certainly understand your desire for a refund. However, you have noted that your warranty has expired when in fact you are still entirely within the 1 year window. We have asked our Senior Supervisor to personally follow up with you to address the issues at hand. We trust everything will be handled appropriately for you in his very capable hands. Our apologies for the inconvenience as well as any frustration endured.

10/1/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: GoPro HD3 camera fails to work 9 months in to ownership. Lost many hours of video. Company completely non-responsive. Bought a GoPro HD3 Silver camera on 12/19/2012 at Sports Authority in CO. This camera (SN: HD3SBXXXXXXXB22) has not worked correctly since day one. From the outset one of the key features was not supported in the camera firmware and their site was down for several weeks while they fixed the problem. Moreover, the camera will not capture video for more than a few minutes and then overheats, locks up or just goes totally non-responsive. Then you need to wait, take it out of its water-proof housing, pull the battery out, try to reset it or put it back on the USB connector to revive it. Really? An action camera that needs high maintenance while you are trying to capture action is not an action camera. It is a paperweight. This makes the camera completely useless for its intended purpose--namely capturing video when you are out away from any resources where you can possibly do this. I have lost dozens of hours of opportunities for video in the Rocky mountains, the Atlantic ocean, the Eastern plains of Colorado, long bike trips, etc, etc. Have updated the firmware in January, *** and early July each promising a fix. And after each update the camera is no better. This is going down hill. GoPro is silent on the problem & their support indicated that I needed to update the firmware yet again to prove to them that that version would not fix it. I don't work for GoPro and every attempt on my part to get the FW right has failed. They offered to take the camera off my hands and test it at their facility as long as I paid for the warranty return, proved that I bought it in the past year and sent them the whole thing. They also indicated that I needed to send in my own $128 MicroSIM card that they could use to verify that that card is not the problem. That MicroSIM card is the exact one that they reference on their site as the essential one to use in this camera for successful, long running video capture. The SanDISK C10, 64GB card is brand new & in working condition for testing & formatting. This is not what I set out for, nor what I want. I have zero confidence that anything they do will fix the problem and less than three months on the warranty before they will disclaim any liability. The camera has never worked as spec'd nor advertised from the outset--and I am told again and again that the next firmware update will fix it. But the camera has now gone into a mode where it only powers on about 1 time in 5 and I am afraid that any more attempts to update firmware will permanently lock it up. I don't believe anything I am told by GoPro anymore. I purchased this camera in good faith--and for a good deal of money, on the premise that it was a quality product with a specific function & fitness for use. It does not function & is not fit for the purpose intended--capturing action video without trouble. I do not believe they will get it there or make me whole on this problem. I'm stuck. Please help.

Desired Settlement: Full refund of $322.04 in exchange for return of camera & accessories.

Business Response: Initial Business Response /* (1000, 5, 2013/09/13) */ Hi Mr *****, We are truly sorry to hear about the poor experience you have had thus far with the camera and our support. We have asked our senior supervisor to personally handle your support case to ensure everything gets taken care of for you. As noted in the support case a warranty was already set up for you to replace your unit, which sounds to be giving you quite some trouble. From looking at the case, it looks as though you are already begun working with the supervisor at the time of this response, and we trust everything will be handled appropriately for you in his very capable hands. Our apologies for the inconvenience as well as any frustration endured. Many Thanks


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