Joined
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6 Posts
I bought a Hero10 last October...
I am not an action sports guy, I am a suburban dad both drawn to the quality of GoPro footage on YouTube and wanting to take quality home videos of me and my family walking to the park or driving on road trips - thats it. I don't jump out of planes, I don't ride or own motorbikes, don't jetski, or snowboard, or surf.
Two weeks ago, the rear LCD screen on my 10 failed.. I was sitting in the bleachers watching a local hockey team practice, and the screen went dark for no reason. I called GoPro from the bleachers, and they instantly said, "we'll replace it". No troubleshooting, no nothing. GoPro sent me a label, I sent it back. Skipping ahead and glossing over a lot of frustrating details... (like, they told me on one call, "I am looking at your shipping information, your replacement is scheduled to be delivered tomorrow" when in fact it hadn't yet even shipped)... I received the replacement yesterday... It was in the bland brown cardboard box with no embellishments or packaging of any kind, so I suspected instantly this was a refurbished unit... (when I called they insisted it was in fact "brand new"...
This morning I was trying to reconfigure my presets, and the rear LCD screen is not working on this one either. I can tap the screen and nothing happens... The software is up to date. This means yet another trip to the UPS store to ship it back, and waiting yet another week for to arrive at GoPro, and another week beyond that to wait for my replacement to arrive. If you're counting, this will be a total of 4 weeks without the camera that I use daily.. and on top of that, I'm a subscriber, which you would think, accounts for something.
Every call is routed to the Philippines to nice people who barely speak English, and who also possess no power to fix anything. It is such a subpar experience on every level. Being a novice and believing that GoPro was a power brand, I bought cameras and accessories, and really immersed myself into the brand, only to learn after the fact that GoPro is a company that long ago quit evolving and churns out subpar products full of glitches.
Shame on me for not doing more due diligence. At this moment, I am composing this while on hold with GoPro, with a rep who, upon my request to send me a "new" camera, and not a refurbished one, is telling me the best he can do is upgrade my shipping to express. What have I gotten myself into? (The rep just told me, when I insisted on a new camera as opposed to a refurb, that I have nothing to worry about, as all cameras go thru "rigorous testing"... yeah, like the one I just got that doesn't work? did this camera go thru their "rigorous" testing?)
I am not sure if GoPro reads these forums, but this is an absolute joke of an experience. To think that a company can, with a straight face, create policies that so mock their very customers in such an antagonizing way. My 8 month old camera failed, so they offer to replace it with a refurbished camera (that failed for the last person who owned it... a refurbished unit is one that failed for someone else!)
When I am told to send this one back, (and when I tell them I want it to be replaced with a new one), they tell me point-blank I will get still another refurb. This makes a mockery of the customer base that keeps them in business. I am one person, they will never miss me, but I intend to warn and deter as many people as I can to stay as far away as possible from this company. Any objective person would see that this is being handled poorly.
what a disappointment... congrats GoPro, you scammed me out of a couple hundred extra dollars, and turned me off completely... hope that short term win was worth it!
I am not an action sports guy, I am a suburban dad both drawn to the quality of GoPro footage on YouTube and wanting to take quality home videos of me and my family walking to the park or driving on road trips - thats it. I don't jump out of planes, I don't ride or own motorbikes, don't jetski, or snowboard, or surf.
Two weeks ago, the rear LCD screen on my 10 failed.. I was sitting in the bleachers watching a local hockey team practice, and the screen went dark for no reason. I called GoPro from the bleachers, and they instantly said, "we'll replace it". No troubleshooting, no nothing. GoPro sent me a label, I sent it back. Skipping ahead and glossing over a lot of frustrating details... (like, they told me on one call, "I am looking at your shipping information, your replacement is scheduled to be delivered tomorrow" when in fact it hadn't yet even shipped)... I received the replacement yesterday... It was in the bland brown cardboard box with no embellishments or packaging of any kind, so I suspected instantly this was a refurbished unit... (when I called they insisted it was in fact "brand new"...
This morning I was trying to reconfigure my presets, and the rear LCD screen is not working on this one either. I can tap the screen and nothing happens... The software is up to date. This means yet another trip to the UPS store to ship it back, and waiting yet another week for to arrive at GoPro, and another week beyond that to wait for my replacement to arrive. If you're counting, this will be a total of 4 weeks without the camera that I use daily.. and on top of that, I'm a subscriber, which you would think, accounts for something.
Every call is routed to the Philippines to nice people who barely speak English, and who also possess no power to fix anything. It is such a subpar experience on every level. Being a novice and believing that GoPro was a power brand, I bought cameras and accessories, and really immersed myself into the brand, only to learn after the fact that GoPro is a company that long ago quit evolving and churns out subpar products full of glitches.
Shame on me for not doing more due diligence. At this moment, I am composing this while on hold with GoPro, with a rep who, upon my request to send me a "new" camera, and not a refurbished one, is telling me the best he can do is upgrade my shipping to express. What have I gotten myself into? (The rep just told me, when I insisted on a new camera as opposed to a refurb, that I have nothing to worry about, as all cameras go thru "rigorous testing"... yeah, like the one I just got that doesn't work? did this camera go thru their "rigorous" testing?)
I am not sure if GoPro reads these forums, but this is an absolute joke of an experience. To think that a company can, with a straight face, create policies that so mock their very customers in such an antagonizing way. My 8 month old camera failed, so they offer to replace it with a refurbished camera (that failed for the last person who owned it... a refurbished unit is one that failed for someone else!)
When I am told to send this one back, (and when I tell them I want it to be replaced with a new one), they tell me point-blank I will get still another refurb. This makes a mockery of the customer base that keeps them in business. I am one person, they will never miss me, but I intend to warn and deter as many people as I can to stay as far away as possible from this company. Any objective person would see that this is being handled poorly.
- my product failed within 8 months of purchase without every being used harshly or exposed to anything risky ever.. (I bought it from GoPro directly!)
- I returned it immediately, and was misled or lied to at multiple checkpoints throughout the return journey, including being told by someone that they were looking at my tracking information, it was scheduled to be delivered "tomorrow" when in fact it hadn't yet even been shipped! (thats not a mistake, thats a lie!)
- I was sent a refurbished unit whose rear LCD screen didn't respond to contact by my finger
- I was told by one GoPro agent that this was new, not refurbished, yet the next agent told me it was in fact refurbished
- I was told I would not be sent a new camera, but another refurbished camera, and "guaranteed" that "all cameras" go thru rigorous testing to ensure only quality cameras are sent out (yet the one I just received slipped through)
- so either they don't test their cameras very well, in which case the next one I get could have the exact same problems (likely)
- or they do test their cameras, and knew this one didnt work but sent it to me anyway (unlikely)
- I sat on hold for almost 2 hours today, ultimately asking to be transferred to a manager, but --- and you saw this coming - no manager is available!! what are the odds?!
what a disappointment... congrats GoPro, you scammed me out of a couple hundred extra dollars, and turned me off completely... hope that short term win was worth it!
