GoPro Customer Service Issues

I recently encountered an issue with my GoPro Hero 5 Black due to water leakage. Despite contacting a GoPro representative who offered a 40% discount on a Hero 7 Black, the pricing experience turned out frustrating. Initially quoted $[redacted], the final price later jumped to $[redacted] with additional charges from representatives in the Philippines. My interactions with them were disappointing due to the price discrepancy and attitude. As a loyal customer who has advocated for GoPro in the past, this experience has left me disappointed. I am eager to speak with someone in the corporate headquarters to address the treatment I received during this situation.

After a lengthy discussion last Friday, it was determined that my camera needed to be replaced due to a battery error. The UPS details were provided to return the camera. Concerned about the long wait for a replacement (additional 10 days after receiving the faulty one), I decided to purchase a new battery to test if it would resolve the issue. Thankfully, the camera is now working with the new battery, saving money on a replacement. However, I am now out of pocket by £30 for the new battery, which shouldn't have failed in just 4 weeks. Aren't these supposed to have at least a year's guarantee?

My camera wouldn't turn on, despite troubleshooting with GoPro customer service. After receiving a discount code that didn't work, I'm frustrated about missing out on using my camera during Thanksgiving. My case number is SO-[redacted]. I'm seeking a replacement camera and am willing to return the non-working one if provided with a shipping label.

I have tried multiple times to reach out to you online and via phone, but have not been successful. My GoPro 7 Black, purchased at the end of June [redacted], has stopped working. Despite using it only a few times, the camera no longer powers on. I have checked the battery, which seems to be functioning after charging separately. Even trying to charge the GoPro directly via USB does not show any red light. I urgently need this resolved within a week due to an upcoming event. I am hoping to either exchange it for a new one or get it repaired, considering it has only been 8 months since purchase. The serial number of my GoPro is C[redacted][redacted]. Kindly assist me with resolving this matter promptly.

I recently purchased the Hero Black 8, and I am disappointed that I can't playback videos instantly like with the previous models. It feels like a step backward for the price increase. We are frustrated and reluctant to spend more money. Do you have a solution for this issue? If not, we are considering returning the camera. I appreciate a prompt response. Thank you. Best regards, Gerlinde Grabowsky

Hello, I have been attempting to reach someone for four days without success. I am a member of the GoPro PLUS program. I have several concerns to address: 1. Issue with GoPro MAX: When exporting from the GoPro Player, many of the renders result in strange stitches that ruin the video. I can provide proof of this along with the videos I am referencing. 2. I need assistance with locking the center of the frame in my videos. I have two examples to share - one with the center locked and the other with free camera movement. I prefer the locked center for easier editing. 3. The visibility of the stitch is a significant problem for me. I suspect a malfunction in the camera after comparing it with other users' experiences. 4. Last month, I received a replacement for an out-of-focus HERO5 Black. Unfortunately, this new camera is not functioning at all, despite minimal use. I urgently require a response, as this is impacting my work. Thank you, Xavi

I need help transferring videos from my GoPro Hero 5 camera to my tablet or smartphone to create short stories. I've been a customer for years but have struggled with this process. I want to send videos via email or save them to my cloud. I have trouble with Gmail and need assistance with managing my media. I pay for a warranty on my camera but haven't found it helpful for cloud storage. I wish to have my videos stored securely in the cloud, which is why I pay a monthly fee. I'm hoping to chat live for guidance since phone support is not available. Thank you.

On Tuesday, September 15, I placed an order totaling $[redacted].77. My name is Harold James, and my order number is NA[redacted]7. I wanted to add a protective case for my new camera to the order. After speaking with a representative named Nelson, who explained that the order was already at the warehouse, I was disappointed that I couldn't make the addition without incurring an extra cost of $10 to $15. Feeling frustrated, I requested to cancel my order. As a senior looking forward to documenting my upcoming vacation with a GoPro camera, I was disappointed by the outcome. It would have been appreciated to have a more satisfactory resolution to this minor issue. Thank you for your time. - Hal James

Hello, dear friend. My name is Oleg. I recently received a GoPro 8 Black as a gift, but I encountered an issue where my camera froze shortly after starting to use it. I attempted to troubleshoot by turning it off for 10 seconds using the Mode button, but the problem persisted. Despite trying to flash the camera manually and using different SD cards, including the one that came with the camera, the freezing issue continued. I even attempted to turn on the camera without the battery and using a USB cable, as well as without an SD card, but it still froze. I have extensively searched your website for a solution, but unfortunately, I have not found one. As a loyal GoPro user, I am disheartened by this experience, especially since the camera is new and undamaged.

My GoPro Hero 9, which is only 2 weeks old and has been used 5-6 times, is experiencing a few issues. Firstly, the touchscreen is not functioning properly, requiring multiple attempts to use it. I never encountered this problem with my Hero 8 Black. Secondly, the battery often fails to work when trying to power on the camera. I must remove the battery each time, hindering my ability to use the device even with fully charged batteries. Lastly, while filming yesterday, the camera shut off after 10 minutes, resulting in the loss of the video. Despite the battery level being at 64-68%, I experienced a sudden power loss. I am frustrated by these issues, especially considering the high price I paid for this camera. I have been unable to contact GoPro for assistance due to technical issues on their website and lack of response on their phone lines. I am located in Italy and would appreciate support in either Italian or English.

Issue with GoPro 7 Black! The internal speaker on my GoPro 7 Black is not working properly when trying to play back videos on the camera. Even at full volume, the sound is distorted, and the beeping sound is also affected. I reached out to GoPro Support and received a case number. Despite following the instructions sent via email on August 23, [redacted], which included reinstalling the software and resetting to factory settings, the issue persists. I have been trying to contact GoPro Support daily since late August without success, hence reaching out here. I purchased the camera directly from GoPro in October [redacted] and recently bought a GoPro 9 with a subscription in September. Any possible solutions would be greatly appreciated. Regards, Dieter S.

Hello, I have unfortunately noticed that my MediaMod for my GoPro Hero 8 has a defect. I use the MediaMod to be able to use an external microphone. However, when recording, I often hear screeching noises on the audio track. I suspect there is a loose connection with the 3.5mm audio jack on the MediaMod since the plug does not fit snugly from the start. Sometimes the camera does not turn on when in the MediaMod because the battery does not make proper contact. Even though the MediaMod appears to have a good fit, it doesn't seem to apply enough pressure on the battery. I am using a passive Rode microphone. Just to clarify, the camera is turned on when recording, not using Quick Capture. It's frustrating to have a great video ruined by a faulty audio track. I believe the issue lies with the loose connection of the MediaMod jack. I hope you can understand my problem and assist me with this. I purchased the MediaMod as a GoPro Plus customer on 24.06.[redacted]. Order Number: [redacted]7 Best regards, Roland K.

I flew my GoPro Karma drone last Friday, and it unexpectedly lost control, veering off in various directions before disappearing into the distance. Despite updating the software and trying to use the joysticks, I couldn't regain control. Strangely, there were no error messages, and the weather was calm. This incident was distressing as the drone held sentimental value, being a purchase from my first paycheck. I am hopeful for either a refund or a replacement.

Issue with Hero Session 5 Camera I recently opened my Hero Session 5 camera, which is a couple of years old but has never been used. Upon trying to charge it, the camera becomes extremely hot within 5-10 seconds, making it impossible to handle, and it freezes. I have attempted to perform a hard reset and update the firmware using various methods, but have been unsuccessful. Although the camera is out of warranty due to its age, it has never been used before. I find it disappointing to discover that a product I invested in is faulty right out of the box. I am not willing to pay for repairs for a brand-new camera. I am open to sending the camera for inspection as it is in pristine condition and has only been turned on a few times indoors. I look forward to hearing from you regarding potential solutions to this issue.

On Sunday, November 29, [redacted], at 14:45 hours, I was riding my motorbike alone heading East on the M62 motorway between Langham Interchange and Goole Interchange in East Yorkshire, UK. Traveling at a speed of 65 - 70 mph, my securely mounted GoPro camera ([redacted]0) on the nearside speaker grill started oscillating and then suddenly detached from the mount, getting lost in the process. Due to regulations outlined in Rule [redacted] of the UK Highway Code, I was unable to stop and retrieve the camera immediately. After pulling over at the first legal opportunity, I confirmed that the mount was still intact, indicating a structural failure at the base of the camera. I had purchased the camera with the "No Questions Asked" service, and I am now seeking a replacement. I acknowledge that the Media frame might not be covered under this claim. This is my fourth attempt to reach out because the Captcha on the contact form seems to be malfunctioning, with no option displayed, and the "request a call" feature is also not operational.

I was using my GoPro at the beach when suddenly it turned off. Despite my attempt to turn it back on, the power button was unresponsive. I refrained from using the camera after this incident. When I returned home, I discovered water inside the lens, as well as on the USB port and memory card. I decided to place it in a container with rice to absorb the moisture for 2 days. Afterward, I noticed a peculiar smell resembling lead. I am wondering if there is a possibility to have it repaired?

Can any model of GoPro be mounted on the back of my bicycle to stream live video as a rearview mirror to my iPhone? I am interested in mirroring the video horizontally to get a correct image view. Even though I am aware that this is an expensive solution compared to cheaper action cameras, I am considering using GoPro cameras for our cyclists. Thank you.

Hello, I ordered 2 items from GoPro.com that were supposed to be delivered by UPS. UPS claims they delivered the package to my mailbox without calling or obtaining a signature. However, the issue is that my items are not in the mailbox. This is concerning as it amounts to 70€, and I was eagerly expecting these items. UPS customer service mentioned someone should call me to sign a form stating I didn't receive the items and to discuss further steps, but I haven't received any follow-up regarding this form. I believe your service is efficient, so I am disappointed by this situation. I hope for a positive response and action from your side. Best regards, G. Rosen

Hello, I placed an order on December 7, [redacted], for a GoPro dual charger for GoPro 9, an additional battery, a replacement lens, and a replacement side door with Order # MP-[redacted]4. Unfortunately, I never received the order. After many attempts to contact GoPro, I finally spoke with a representative on January 10, [redacted], who informed me that they canceled the order because they couldn't send a battery without a camera. The representative mentioned that they initiated a refund. As of February 2, [redacted], I have not received either the order or the refund, and I am struggling to get in touch with GoPro customer service. This situation is causing me great frustration as I rely on GoPro products for work, risking a loss of income. I would appreciate assistance in either receiving the order or the refund. Thank you.

While surfing, my GoPro waterproof housing broke, causing it to sink due to water filling the housing and the orange floaty failing to keep it afloat. I mailed a letter to GoPro on October 10, [redacted], including photos of the cracked housing and broken slide mounts to demonstrate issues with their Polycarbonate resin material. I requested a replacement for the camera, floaty, 64 GB SD card, and 2 slide mounts, but have not received a response yet. It seems GoPro may not prioritize quality concerns or address dissatisfied customers. If they do not honor their product quality, I will consider purchasing from a different brand.