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Discussion Starter · #1 ·
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Hi. I have a Hero 9 which I ordered last year and which came with a one year GoPro subscription. This service was due to end towards the end of July this year and automatically renew on my card. I cancelled the automatic renewal a couple of weeks ago as I decided to order the new GoPro 10 package for £379.98 which states “1 year subscription included”.
I placed my order a few days ago and the new GoPro 10 arrived, but there was no mention on the one year subscription in the package deal which was advertised. I went on Live Chat today and the agent kept advising me the there is no ‘free’ subscription and that I cancelled my automatic renewal. I explained this was for the Hero 9 and that I should have a new one year subscription with the GoPro 10. She insisted the subscription is not ‘free’. Does ‘includes one year subscription’ not mean I should have this at no extra cost as I’m pretty sure I got this with the Hero 9? I kept going around in circles with the agent on Live Chat who said I should use a different email address to subscribe again but I insisted I do not want to pay when I should have this free for one year. Am I wrong here as I am very confused. If I had not signed into my existing GoPro account would I have got the GoPro subscription for no additional cost as she is trying to insist I still would have been charged?
 

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Discussion Starter · #5 ·
Hi. Basically I paid the same price as on the screenshot, In fact I think I paid a few pence more so I have not really gained any discount at all as it would have been cheaper not signing into my current GoPro Account. I just thought once my GoOro Hero 9 subscription ends in a few days the one year subscription would automatically be applied.
I’m annoyed as I did notice in checkout the subscription offer was not there - despite clicking on the link above, but I just assumed they’d send me a voucher code in the post or it’d update my current subscription automatically. I took a screenshot of the above link in case there was a problem to prove I was not after something afterwards (promotional offer after purchase). The screenshot was taken a few minutes before I placed my order.

I have noticed how unhelpful GoPro are. They can see this is genuine but are clearly not willing to help. I even asked the agent can she not just apply the subscription to a different email address if I gave her the details. All she kept saying was it’s not ‘free’. She was basically using this technicality to avoid the ‘includes one year subscription’ word.
 

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Discussion Starter · #6 ·
Could you not have kept the subscription from your Hero 9 and let it renew, and then got the reduced price on the Hero 10 for being a subscriber anyways?
Personally, I cancel my automatic renewal a month or so after purchasing the camera, just in case I forget later. It's something I never use anyways. I then purchase a new camera only after the subscription has fully expired on the previous year just to make sure it's expired properly.

GoPro support are rubbish - you won't really get very far with them unless you are persistent and keep contacting them! Their customer support do seem very lacking with what they can, or will, do!

So what is your current position?
You have the Hero 10 - did you get it at the reduced price, because you still had the subscription from the Hero 9 active?? It's just the subscription you're missing?
Yes I have the new GoPro 10. It arrived a couple of days ago. Unfortunately I’ve opened the box and threw it out so I can’t even return it to place another order using a different email address. I honestly never thought there would be any issues. They don’t even have an email address to send a complaint to.
 
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