[Nostromo1966]

n view of the ineffective after-sales service, their reluctance to help customers, and the poor quality of their products, I have launched a signature-gathering initiative to file a class action lawsuit against GoPro. In this we will express the poor quality of their products being high priced, the lousy after-sales system and reticent to supplement a camera while they repair yours, thus leaving you without devices with the loss of income and thus having to supplement that time, well with another camera or stop producing. The number of failures that these cameras have is intolerable and what this means for the people who make a living with them, so I will soon leave you a link to start a smear campaign and to start a complaint. Only then will this company change its warranty policy and offer a camera to the customer, while they repair or exchange theirs. I encourage you to spread this text throughout all GoPro forums and the like. Start a battle against GoPro...

 

[WahineX]

hi. let me know how I can join. They completely screwed up my issue and their offshore customer service team has done nothing but waste my time shipping cameras back and forth for the last 2 months.

My story: Bought a brand new GoPro Hero9 back on Dec. 2021 (it's now June so still well within the 12 month manufacturer's warranty). Some time in March or April, they pushed the update 1.7 and caused that loss of pairing issue. I contacted GoPro about it. I told them I'm pretty sure it's a software issue since it was working fine before. They said it's defective, send us your GoPro and we'll replace it with a new one, keeping in mind I also have the GoPro premium membership.

I send them the gopro I purchased BRAND NEW and they send me back a refurbished unit from (reconext - or something like that). It's Clearly refurbished with scratches, dents, and an older camera name as well as serial number. I waste time contacting support again who basically said sorry we screwed up. I will make sure this doesn't happen again. I ask "how?" and they repeat "please do not worry, I have taken care of it" until I have nothing else to say. I have to waste time shipping back the refurbished unit, miss out on a bunch of opportunities with my kindergartener, and end up receiving an even worse camera.

Now I'm at my wits end dealing with GoPro's offshore (basically non-US) team. I ask them to have their US team contact me and they provide a mailing address that I can look up myself. To make matters worse, 15 days ago they finally updated the software that fixes the pairing loss so had that customer service agent not directed to ship my brand new purchased GoPro months ago, I could be with my own that had no issues. I can't get anybody to help. I'm all in for a class action lawsuit.

 

[michaelbrendanh]

hi. let me know how I can join. They completely screwed up my issue and their offshore customer service team has done nothing but waste my time shipping cameras back and forth for the last 2 months. My story: Bought a brand new GoPro Hero9 back on Dec. 2021 (it's now June so still well within the 12 month manufacturer's warranty). Some time in March or April, they pushed the update 1.7 and caused that loss of pairing issue. I contacted GoPro about it. I told them I'm pretty sure it's a software issue since it was working fine before. They said it's defective, send us your GoPro and we'll replace it with a new one, keeping in mind I also have the GoPro premium membership. I send them the gopro I purchased BRAND NEW and they send me back a refurbished unit from (reconext - or something like that). It's Clearly refurbished with scratches, dents, and an older camera name as well as serial number. I waste time contacting support again who basically said sorry we screwed up. I will make sure this doesn't happen again. I ask "how?" and they repeat "please do not worry, I have taken care of it" until I have nothing else to say. I have to waste time shipping back the refurbished unit, miss out on a bunch of opportunities with my kindergartener, and end up receiving an even worse camera. Now I'm at my wits end dealing with GoPro's offshore (basically non-US) team. I ask them to have their US team contact me and they provide a mailing address that I can look up myself. To make matters worse, 15 days ago they finally updated the software that fixes the pairing loss so had that customer service agent not directed to ship my brand new purchased GoPro months ago, I could be with my own that had no issues. I can't get anybody to help. I'm all in for a class action lawsuit.

I am in let me know no regard for customer shipped to incorrect address never received will not refund me the money

 

[Ifti]

I agree with all points, other then supply of a camera while yours is in for repair. This is not normal practice by any company, even if your camera is used for work etc. Companies will see that as your problem, not theirs I'm afraid.

Apple MacBook for example - if my very expensive MacBook was to fail and go in for repair, Apple do not offer me a 'loan' device while mine is being repaired. Even if they did, they would want a hold on your credit card for the full value in case the loan is not returned in the same condition - any marks etc and you'd be charged for the repair there too. It just gets too messy. Even more so with an action camera that's designed to be used in more rugged environments and subject to possible damage.

When it comes to replacements, again it is common practice to receive a refurbished unit {unless you are in a policy where they have explicitly stated you will receive a brand new unit). Again, this is not just GoPro, this is most, if not all, tech companies. Apple included. If my iPhone developed a manufacturer fault outside of its initial return period it is up to Apple whether they wish to replace with a brand new unit [out of goodwill] but most likely a refurbished unit is supplied. Note a refurb unit is usually in a new exterior casing, and the internals are 'reused'. The camera goes through a check process before being passed as a 100% working unit that is pretty much 'as new' but cannot be sold as new since it is not - hence its classed as refurb unit.

Even so, I agree that GoPro support has taken a nose dive. Cameras are generally less reliable and the support is terrible. So much so, that I've actually moved away from GoPro and use a competitor camera as my primary go-to device. GoPro have built a solid brand, but that doesn't automatically make their cameras the 'best out there' for all use case scenarios. I for one wouldn't be buying another GoPro, the competing cameras are just so good now that GoPro have lost their monopoly.

 

[ughh]

Yes, how do I join this? They have terrible business practices.. auto charging customers, refusing refunds when services are not used. You can't contact them via the number they leave for credit card companies (855) 635-3578 and then the site they insist you used has not way for you to record your requests: https://gopro.com/help/ContactUs, to use in you credit card dispute. They are terrible, slimy company. There was basically no customer service during the pandemic!