GoPro Customer Service Issues

File Number: [redacted]2 Serial Number: C[redacted][redacted] GoPro Hero 5 Black Hello, First and foremost, I want to express my dissatisfaction with your customer service. I initially reached out to the support team to address the issue with my GoPro Hero 5 Black camera, which seems to be a common problem based on various forums I have checked. The problem is that my camera functions - it records videos and takes photos - but the rear touchscreen remains unresponsive, displaying a black screen making it impossible to use. I have tried all possible updates via the SD card, but nothing has worked. I contacted support to resolve this issue and was assisted by an individual who, after explaining the update process and providing proof of purchase, informed me that my camera would be replaced due to the update malfunction. I was supposed to receive an email with instructions to return my camera for a replacement. (Please see attached conversation 1.) Since I did not receive any email, I contacted your support again and was assisted by another person who requested a file number that I had not been given initially. I had to explain my issue once more and provide additional documents. After verifying the documents, I was informed that my camera would not be replaced, and instead, I was offered a 25% discount for a new purchase as a gesture. (Please see attached conversation 2.) I encountered conflicting information from two different representatives - one claiming my camera would be replaced and the other stating it would not. I am confused as to why the resolution changed depending on who I spoke to. I am embarking on a year-long world tour in June, and this situation is quite inconvenient for me. I purchased this camera on January 9, [redacted], and have hardly used it for such a reputable sports camera like GoPro. I have also noticed that this issue affects a significant number of users. I seek clarification regarding the inconsistency in handling my camera case and hope to find a suitable solution with your assistance that aligns with this frustrating situation. Sincerely

Hello, I am reaching out about a subscription matter. A year ago, I purchased a GoPro 9 that included free access to cloud storage and a discount for a year. Unfortunately, I missed the deadline to cancel before being charged after the free period ended. The payment was unsuccessful due to insufficient funds in my account, as I recall not utilizing the free features, especially since the new subscription period began. I am unable to cancel from my account settings now as the new period has started. I kindly request your assistance in canceling the subscription. I appreciate your help. Best regards, MP

I purchased two GoPro Hero9 Black cameras in the US last year, one in March and one in May. They both included a one-year cloud subscription and were registered under the same email address. Despite canceling the subscription, I was still charged a renewal fee this month. The canceled subscription was actually the one from May. When I canceled, the process was confusing as it did not display both subscriptions, making it appear as one. Additionally, GoPro Mexico was the only customer service I could contact during our trip through Latin America, and I have not received assistance regarding a refund. I tried to contact US customer service without success. Your support is appreciated.

Hello, I'm writing regarding the GoPro camera I bought last year for my husband under the name Emma Dunne. I wasn't informed about the automatic renewal of the free annual subscription included with the purchase and was recently billed £49.99 for the upcoming year without any prior notice or reminders. I'm seeking a full refund of the £49.99 charge and would like to cancel any associated subscriptions or direct debits. I believe it's inappropriate to deduct money from my account without clear communication about ongoing fees, as I only intended to buy the GoPro camera hardware and not the software. I appreciate a prompt response on this matter. Thank you, Emma

I have been experiencing ongoing problems with my GoPro Hero 9 Black camera. It seems incapable of keeping video and photo footage without encountering an SD card error message shortly after I start recording. This issue persists even after purchasing a new GoPro and a larger SD card (Sandisk Extreme Plus [redacted]). Numerous attempts at troubleshooting like resetting the camera, reformatting the SD card, and seeking help at Best Buy have failed to resolve the problem. I have also been unable to reach GoPro for assistance. I am becoming increasingly frustrated with this situation. Any help would be greatly appreciated. Thanks, Morgan

I am reaching out because I've been trying for days to buy a Gopro Hero 10 and its accessory kit at the advertised price of [redacted].98€, but I keep encountering an error message stating my order couldn't be validated due to address or payment details. Despite contacting customer support, labeling them as unhelpful and inefficient, they claimed it was a problem with my bank's authorization. However, after verifying with the bank, there's no issue on their end. I suspect false advertising on Gopro's part, as I've attempted various methods to place the order without success. I'm eager to purchase this product but have hit a wall. Thank you, Eva DZIURA from France. PS: I've tried different cards, devices, and payment methods to no avail; I'm running out of options.

I purchased a GoPro Hero 7 Black, attracted by the brand's reputation and the marketing pitch of having a waterproof camera without a case. To my dismay, after two years of meticulous use, the camera unexpectedly lost its waterproof seal, allowing water to damage it completely. Upon closer inspection, I discovered that the front panel, held together by weak glue, had come undone, creating a gap for water to seep in. The glue likely failed due to high temperatures, as I use my GoPro in a hot Indian city where it can reach 45 degrees Celsius easily. The poor design of the waterproofing system couldn't withstand the heat, ultimately disappointing me. It seems like the company focuses more on marketing than product quality, leaving customers stranded post-warranty. I've heard similar complaints from others, and now I'm certain I won't be buying from GoPro again.

I have been trying to get a refund from GoPro, but the process has been extremely frustrating. I provided the return tracking number and made multiple calls, but I keep going in circles. I sent the bundle pack back through Australia Post as requested, and the delivery was signed for at the California warehouse. I paid for express post to expedite the return, included all the necessary paperwork, and have proof of delivery. Despite speaking with several representatives who assured me the issue was being escalated, it feels like no progress has been made. I returned the items within the 30-day window, but it seems like someone on your end may have mishandled the package. I have submitted the same documents multiple times to both GoPro, PayPal, and my bank, showing that the return was received. On my last call, I was asked for the same paperwork again, which is becoming frustrating. I have emails documenting all my interactions, and my bank advised me to cancel my credit card due to this dispute. I am willing to resubmit all the documents if provided with a senior contact person to address this matter promptly.

Dear Sir/Madam, I am having an issue with my GoPro Max camera while taking a [redacted]-degree panoramic time-lapse. The horizontal lock is not being activated, and even slight movements when wearing a helmet are resulting in changes to the angle, causing my images to appear crooked. The functionality of a horizontal lock is mentioned in your video, but I am unsure how to activate it when capturing a [redacted]-degree photo. I would appreciate guidance on how to utilize this feature effectively and find a solution to ensure a stable horizontal orientation in my panoramic time-lapse shots.

Hello everyone, I purchased my GoPro Hero10 less than a year ago, and it has been experiencing memory, heating, and connectivity issues from the beginning. Despite trying various microSD cards and devices, factory resets, and manual firmware updates, I believe this is a hardware problem. After multiple unsuccessful attempts to contact support by phone and struggling with the chat feature, I finally managed to connect with a support agent. The chat session was time-consuming, requiring extensive debugging that ultimately led to more issues when installing experimental firmware, resulting in an error message and a non-functioning camera. I am disappointed with the support experience and the performance of my camera. I hope for a resolution without further technical obstacles or delays, as I value the GoPro brand. Your assistance is greatly appreciated.

I purchased a GoPro Hero 10 Black bundle pack, which turned out to be faulty. I returned it within the 27-day window by sending it back to the specified return address. This was done 4 months ago after numerous calls to customer support and uploading all the required documents. The last document I uploaded was the tracking information showing the express return to the California address. The package was received and signed for by the administrator office but has since been lost by the company. Despite several attempts to reach out to customer support, I have not been able to get a resolution. It is frustrating to see the lack of response and the scheduled call back not being honored. I feel disheartened by the way this situation has been handled as I have followed all the correct procedures. I am on a fixed income as a pensioner, and I am simply seeking a refund for the product. My details are Alan Henry with the file case number [redacted]6.

I used my brand-new GoPro straight out of the box last Saturday, August 20th, to film my daughter and myself enjoying the sea. After taking it out of the water, I noticed a significant amount of water on the front screen and realized the lens cover was missing. I've owned many GoPros over the years due to their quality, so I'm quite upset that this very expensive one failed during its first brief underwater use of not more than 30 minutes at a depth of 1 meter. I hope this issue can be resolved as I intended to use it to capture moments with my daughter and document our family travels. Despite my efforts to reach out to support in the USA via phone calls and live chat, I have had no success, which is disappointing considering the high cost of the units. I've attempted to dry it out, but unfortunately, the camera seems completely non-functional. I hope to receive a response soon. Thank you, - NA

I am experiencing issues with my GoPro Karma Drone. It is frustrating that there is no way to contact customer service for help with products that have been sold. The lack of response to emails and the absence of a customer service phone line is unacceptable. I am extremely disappointed in the level of service provided. The frustration has led me to report this to the Federal Trade Commission. I intend to escalate this matter through avenues such as BBB, Yelp, and social media as GoPro's customer service is severely lacking. Given this experience, I have decided to sell all my GoPro gear and will no longer support or use their products. It is disappointing to see the difficulties in reaching out for assistance from GoPro.

Hello, I purchased a GoPro Max back in April [redacted] and have used it sparingly. However, I am disappointed with the [redacted] video quality I am getting, as it appears to be less than 1080p. I understand that resolution is spread in [redacted] degrees, but even considering that, the quality is subpar, especially after exporting the videos. I want to use my footage in VR headsets, so I need higher resolution. When I compare my alleged 5.6k [redacted] video to YouTube's 1080p [redacted] videos, mine is noticeably lower in quality. I have noticed that my footage in the GoPro player looks much better than the exported videos. Despite trying exporting options like HEVC, H264, and CineForm, I still experience a loss in quality. I have experimented with different bitrates, formats, and settings, but have not seen a significant improvement in video quality. I have searched extensively for a solution with no success. Could you please assist me in achieving better quality output from my GoPro Max? Your help is greatly appreciated. Thank you, Zohreh

Hello, I am experiencing an issue with pairing my GoPro Hero 10 with my fully charged Volta battery tripod. While the Volta battery powers the camera, I am unable to use the Volta button to control other functions like taking videos or photos. Despite attempting to pair multiple times and ensuring the GoPro has the latest firmware, I am still facing this challenge. Any suggestions would be greatly appreciated. Thank you, Dr. Pieter B.

I need technical support, specifically a supervisor. The last person I spoke to, Shawn, was not helpful, and I prefer to speak to a higher-ranking authority to address my issue with my GoPro Karma drone's power problems that fall under the recall. I contacted your team a year ago regarding this, and I need a resolution without having to repeat the process. If I can send my drone to you and receive a replacement, I will be satisfied and won't contact you again. This drone was expensive, and I have not been able to use it much, so I am looking for a replacement. Please have a technical support supervisor contact me instead of a regular customer support representative. Thank you.

Good morning, Last year, I tried to buy the GoPro-10 (now the 11), but I couldn't, due to an issue on your end, which I'll explain later, seen at point ***. After contracting COVID, I was hospitalized for 2 months, and then spent 4 more months at home, focusing solely on my health. I'm unable to proceed with the payment because I prefer Italian as the language, and the closest location to me, being a resident in Corfu, Greece. Unfortunately, the "Your Information" page doesn't function properly as it doesn't accept Corfu's Greek postal code due to the fixed country selection. My suggestion is to adjust the country selection feature to allow for different countries based on language and postal code. I'm unsure if you have an office in Greece, so I chose Italy as the nearest option. In addition, I kindly request an exception for the November discount since I missed it due to technical issues. I await your response to add more products. I have added the following items to my cart: - HERO11 Black... Qty: 1... €[redacted].99 - 1 Year GoPro Membership... €49.99 - Protective Case... Qty: 1... €39.99 - Max Lens Mod... Qty: 1... €79.99 Subtotal: €[redacted].96 Shipping: Standard Service | 2-3 days - €10.00 Shipping Discount: -€10.00 Total (incl. VAT): €[redacted].96 Total Savings: €[redacted].00 Thank you for your attention. S.A. - Corfu' - Tel. [redacted] Mobile [redacted] #####NOTE: I also tried in English, but the price is over €1,[redacted].

I placed an order for Hero 11 (#MU-[redacted]1) but now realize I wanted more items. I would like to switch to the "Accessories Bundle" instead of the standalone Hero 11 and add the PolarPro DiveMaster Filter Kit. Unfortunately, when I searched for my order on the website, the system could not locate it. I am seeking assistance from a customer service representative to help me modify my order and pay the price difference. Thank you for your help.

Hola. Soy Alfredo Sants. El 28/11/[redacted] compré una Gopro 10 en Gopro San Mateo California sin suscripción, como se detalla en mi factura. Sin embargo, el banco Deutsche Bank me informó que se realizó un cargo de esa cantidad el 29/11/[redacted] y nuevamente ahora. Nunca autorice ninguna suscripción y me hace cuestionar si fue un error de ustedes o mala fe. Solicito el reembolso de los importes de 49,99 del año [redacted] y 49,99 de este año en curso. Todo se basa en la confianza en la vida y siento que está en duda. Saludos.

Hello, I purchased a GoPro Hero 10 Black with reference chdhx-[redacted]-rw, along with the waterproof case and a €49 subscription. My order number is MP-[redacted]5 from the 25th of November, [redacted], and I have attached the invoice. While on vacation in Mauritius, practicing scuba diving, my GoPro detached from its special mount with the waterproof case and sank to the bottom of the ocean. Despite reaching out to GoPro France, they stated that loss or theft is not covered under warranty. This is disappointing, especially after reading about the "camera replacement no questions asked" policy multiple times on the homepage. I lost €[redacted] and all my filmed memories in this incident. I suspect there may have been an issue with the waterproof case fixings I bought from you. I am requesting a replacement for the GoPro Hero 10 Black along with the waterproof case. I have always trusted GoPro and hope this can be resolved satisfactorily. When I check my GoPro app, it shows the device in Mauritius but unfortunately turned off. I hope you can also verify this. Sincerely, Serge GATT