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Discussion Starter · #1 · (Edited)
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.
  • 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?!
So, I guess I either have to live with a refurbished camera (even though I bought a brand new one only months ago, and the screen failed, obviously a known issue by GoPro)... OR, I have to play ball their way and continue to go back and forth to UPS, return sh!tty, broken products, have busted replacements sent to me, and then repeat a few times.. I guess they hope I get frustrated and bail, which is not only likely but probable.

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!
 

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If you had spent some time on this forum before buying it, you would save yourself the trouble.
Unfortunately i dont see any viable alternatives on the market, so i am sticking with them. My camera performs acceptably enough. Altough if they dont introduce some more interesting model geared for hikers, my 9 is gonna be my last gopro.
 

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I've already jumped ship - much happier with my Insta360 One RS!

Don't get me wrong. GoPro make a great camera. But what's the point of a great camera when it's buggy, and the customer support sucks. I can't be bothered with the stress of contacting them should I ever need to. I will still say that the hardware is the best out there, it's the software that drags them down.

Much happier with my One RS, where the software is much more reliable. The desktop software is also great - love being able to choose my FOV and stabilisation etc after shooting the video - it's great being able to see what the result will look like rather then having to set your settings, shoot, and hope for the best (that's if you get through the recording in the first place!).

If GoPro do pull out something special with the Hero 11 then I may give it a try after the initial bugs have been ironed out (if ever), but there is no way I would ever buy direct from GoPro. Not a chance. And it wouldn't replace my Insta360 either.
 

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The thing to do with GoPro is NEVER ever buy the latest and greatest, my first the Hero3BLK was purchased just after the Hero3+ came out. It still works and I've never had a problem with it, in fact when I decided I wanted another there was no reason not to buy another one after all the hero3 had been perfectly reliable. But of course I stuck to my above rule and didn't buy the latest 10 I got the 8 which again has been great. But I don't tend to run them at max resolution etc which could be why they've last so well.
 

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We appreciate your Opinion. feedback left, lets see how long you stay here communicating?

Many come and many do not bother to keep staying.. do stick around and let others know, the real gopro
 

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Not sure if thats directed at me fish, but I'm actually been a member of the original GoPro Forums and GoPro Fanatics (your old forum? fishycomics ?). Only stopped posting after one disappeared and the other wasn't getting used.
 

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Not sure if thats directed at me fish, but I'm actually been a member of the original GoPro Forums and GoPro Fanatics (your old forum? fishycomics ?). Only stopped posting after one disappeared and the other wasn't getting used.
@Confirmed GoPro Junkie

@Trainwreck fanitics, not sure why I stopped posting there, fanitics is based more on a personal level then here where VS takes in teh funds and allows us to share all opinions without the Hassel of, that four magical letter word, that starts with S and ends in M

AJ is a great guy, hard worker to get that taken care of fast then here.
 

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I do believe your experience was frustrating. I also believe that you were on the receiving end of a bad Quality Control episode... I do think they have the action camera market on lock. Now here is the real question, if you are simply using the camera for non-action purposes, and are looking for something portable, you could probably just invest in a refurbished old iphone or android and use it strictly for the camera and you don't even have to sign up for an active phone plan.. You are underserving the purpose of the action camera and will be better off... The iphone is known for superior camera quality. I personally know a professional videographer who still uses an iphone7 regularly for the camera only. Good luck!
 
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