“I purchased a GoPro as a Christmas gift—which requires a 1 year subscription. A year later, I get charged a renewal subscription fee with no notice other than a card charge. I reached out to explain the situation and that I didn’t even have a choice in the renewal process nor any notification that it was still an active account since it was gifted. Their response was that no refund is possible but I can sell my subscription. This is the worst option to solve the issue considering there is no incentive for anyone to purchase a subscription from me for the same price they would purchase it from the company. The worst customer service I have ever experienced and will now make it a mission to spread that information.”
“Two years ago I subscribed to their yearly subscription. A year ago when it came up for renewal, I cancelled. They offered me a discount to stay, but I refused because I didn't use the service. Now another year later, I see a charge from gopro. My credit card had expired so how they managed to charge me is bs, but I called. I've never dealt with such horrible people. They do not care. They have a fast answer for everything you try to say to them. They send renewal emails (they didn't. Yes I checked spam. I didn't check a box that allowed them to send me a renewal email) They can't transfer you. They can't see that you haven't logged on. Whatever you bring up, they have a fast answer. After getting a callback from a supervisor and getting treated even worse than the front line idiot in spite of me doing everything I could do to be polite, the only way I was going to get refunded was if I had a screenshot from a year ago that proved I cancelled. They do not care. They will treat you horribly if you call them. You might as well go straight to your credit card company and open a dispute. It's your only hope and it will save you from just being treated poorly by gopro. They will NEVER get another penny from me. Absolute horrible human beings.”
“Gopro Hero 11 Black is not waterproof and Gopro refuses warranty service!
First use of the camera was on vacation September 2023. During the first snorkeling immediately water has penetrated the camera and has destroyed the camera. Of course, the housing was sealed. After the vacation, I was even able to recover the incomplete underwater video from the SD card.
This proves the camera started up to the point of destruction due to water intrusion.
Unfortunately, communication with support is more than troublesome, as direct mail contact is not possible. You can only open a case in the customer portal and communicate by phone or chat and have to wait for GoPro to call back.
Here is the history of what happened:
11/21/2022 purchase of the Gopro Hero 11 Black directly in the GoPro store.
09/12/2023 First use vacation September 2023.
09/28/2023 Portal contact, my letter:
During the first underwater use, water has penetrated the camera.
The front display contains a water bubble.
The camera no longer works and must be repaired.
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One receives a case number ...
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This was followed by the transmission of images ...
09/29/2023 Response from GoPro:
I apologize for the delay in responding to your case.
I would like to inform you that based on the information and photos you provided, GoPro has determined that this is not a warranty issue.
We can exchange the camera for a fee.
The fee is 99€ + VAT. We will exchange the camera for the same model you have.
The fee is only possible by credit card.
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10/1/2023 My response:
I can not understand why this is not a warranty case:
There is no external damage you can see on the pictures, which confirms my proper handling of the camera.
Water has penetrated the camera, although the diving depth was not exceeded.
Only on the basis of pictures, this can not be verified, so no warranty can be excluded.
I ask you to check the camera.
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Since then I receive no response from GoPro, only silence.
Not even after a repetition of the message from 10/01/2023 and some more, my last contact attempt was on 10/24/2023.
This is the very sad reaction balance from a supposed market leader. I did not get the opportunity to send in the camera.
Although the camera is still in warranty, it is simply excluded without a technician ever having the defective camera in hand.
I just warn, never buy from GoPro Shop
Please excuse my German English.”
“If you are based in the UK, avoid buying direct from GoPro and buy from a UK retailer. This is especially the case if you buy their subscription with their products, which they will set to automatically renew by default. There are steps that companies should follow in the UK when renewing subscriptions, e.g. renewal emails with clear instructions on how to cancel. GoPro ignore these and they will take your money without giving notice. They will then hide behind their T&Cs and refuse to refund.”
“GoPro took an order from my son on September 27th for £433 and have delivered nothing. They have been chased but nothing has happened. He is an NHS doctor who had virtually no time off. This company has effectively stolen his money and relied on his being too busy to spend hours chasing them. All they do is create a new case number and ignore you. Do not buy from them!”
“Do not by direct from GoPro
Buy from a retailer or better still buy a different product
I ordered a Gopro max £478.00 and Gopro Hero 8 Black in December from Gopro them selves, Two boxes were delivered the Gopro hero 8 was in one and the other was empty. They delivered them to my next door neighbour, I know it was not them that removed the Gopro Max from the box and resealed it with brown packaging tape. I contacted Gopro to find out you can not talk to a member of their customer service team you have to fill in a page on their website and wait for them to call you back, which I did, Gopro have told me its a UPS issue I have contacted UPS who collected the packaging straight away, but when I called them back they told me GoPro was their client and they would not discuss the case with me. I have tried to contact Gopro at least 50 times using the contact me page on their web site but they never phone back, both UPS and Gopro are the two worst companies I have ever had the misfortune to deal with. STAY WELL AWAY FROM BOTH OF THEM.”
“First the supplied mount broke in a way that the camera fell off and was lost forever. So much for backing their products. I was then offered a poor discount for a new order, limited only to the GoPro 7 Black(most expensive camera.) I then attempted to use said discount only to not be given a single location to enter the code since an even less useful discount was already being offered on the website. i made an assumption that if I went far enough into the ordering process i would find the discount entry field but instead I accidentally placed the order. Now GoPro won't even refund the difference in discount and because the order has shipped, I'll need to receive the camera, request a return then attempt to use the coupon code originally provided.
At this point I'll get the refund and buy a knockoff.
Poor customer service and order processing.”
“GoPro products are quality, sustainable. The brand should really live long. The prices sometimes get higher when purchasing in different stores and countries.”
“Go Pro have an excellent website and information about each and every product, with good video examples and much more. Impressive in today’s online world where standard templates for online purchasing are used everywhere.”
