GoProReviews 111

I ordered a camera and delivery was late. I called in customer service to cancel the order. Half of it was delivered and half intercepted & sent to warehouse. It has been more than 1 month now and no refund.

Whenever I call the customer service, they always say that they will respond in 3 - 5 days and none of them have ever responded.

It is very disappointing, poor and sorry service for a company like GoPro. If I had known earlier, I would never have bothered ordering from here. I would have gone with better camera options from good companies with actual customer support.

Be aware if you return a camera, they keep the sales tax and shipping regardless of the camera is defective or order is missing something, they also keep subscription money, no refunds, honestly they are a ripped off

I paid £10 extra for promised next day delivery, as I wanted it before a trip. Now I am told it will take 5 days. Useless! If you want one, get it through Amazon

Endless request for call back. When they call back there's nobody there... it's just their way of saying they've called. It's utter bs.

I recently ordered the Hero 9, I received the handle bars without the camera via UPS. Since then I have constantly contacted customer service since 12/23 regarding the missing camera. I received the handlebars but no camera. I have been disregarded, shuffled and ignored. I am extremely frustrated/angry that I have paid my money and did not receive the camera. I have an open claim and have submitted all supporting information regarding the missing camera. Customer service has done nothing but give me the run around and unkept promises. I am out of $400 dollars.

In the last two months I have spent more than $1000. 00 on GoPro cameras and some third party accessories. I have an issue with a GoPro subscription discount that I did not receive on one purchase. The total amounts to approximately $70.00 US. Not a great sum but it is my money, no GoPro's money. I have done everything in my power to resolve this issue but GoPro quite simply refuses to contact me in spite of my numerous attempts at contacting GoPro. The customer service is virtually nonexistent. Caveat emptor. I have learned a difficult lesson. However, I do have very powerful tool in my toolbox and that is word of mouth. I will relate my GoPro experiences wherever and whenever I can So, take heart disgruntled consumers you are not powerless there are effective measures you can take against GoPro.

I researched to find the best price for the Go-Pro Hero camera. I saw that Go-Pro's on-line site was having a special sale on their cameras if you purchased a subscription for their membership. I followed the links to receive the special pricing, only to realize after the transaction that I did not receive the pricing they had advertised. I immediately clicked on the support link and was told it was too late to cancel the order. I insisted on speaking with a supervisor. The supervisor indicated that he would try to reach the warehouse to call back the order. It has been 6 days--no camera and no credit to my charge card. I have made several attempts to get my money back. I contacted my credit card company to assist me in getting the funds returned. Buyer beware of this scam. Each person that I spoke with was 'overseas'. I cannot believe that companies such as this are allowed to operate by luring consumers with their false advertisements. I am going to register a formal complaint with the Better Business Bureau. This truly is an outrage.

Do not buy direct from GoPro! I like their products, but the customer service system is a chat that seems so disconnected from actual order fulfillment and returns that it's not helpful. I returned a brand new order only to go weeks without a refund. They kept saying it had been elevated to their "Warehouse Team" and I still don't have my money back. Going to need to go the charge-back route with my credit card company unfortunately.

Very poor customer service experience. Rock bottom client care, I would say (comparing to other vendors). I have never received an email with the order confirmation, despite 4 conversations with Customer Service and my request to forward it to me. Mistakes in documents delayed dispatch from the warehouse by 4 days. Delivery is already late by 5 days, and I just received a call from the courier company regarding mistakes in documentation and duties/customs - unbelievable! Note, that I already covered all customs and fees when I paid GoPro for the purchase.
Customer service chat works only sporadically and disconnects, callbacks are delayed by days, and representatives, however well-intended, are completely ignorant about the matter. So the conversation is always starting from the beginning and goes circular. Promises are made, and not delivered. I demanded te refund of the express delivery charges, as this saga is no way the "express" experience. I will see if the refund arrives, and if it does not, I will dispute the fee through the PayPal dispute center. Do not buy GoPro online, they do not know what they are doing in the online world. Buy comfortably from your local retailer. If you ever need GoPro's customer service - you will be left in the darkness... As I am.

Do not buy a gopro online from gopo
Purchased a GoPro hero 17 May 2018, (comes with two year warranty), product was faulty issue with the battery. Contacted GoPro and they replaced with what they told me was an upgrade to a GoPro Hero Black, what transpired is that this was not a new model but a refurbished model! Which when received was scratched and dirty and dust under the lens'. Had I known at the time they were sending refurbished models I would have refused and requested refund. Email trail of the replacements shows these would also have a two year warranty from date of receipt.

There is still an issue with the GoPro which GoPro are refusing to replace despite it still being within the two year period from receipt. They have been several emails / web chats between them and myself because of covid-19 they are not taking or returning any telephone calls. I am a 70 year old pensioner who has learning difficulties so not talking direct to resolve has been difficult finally thought it was resolved and they would be sending me a new GoPro however they then changed their mind and are saying it is not under the two year warranty because it starts from original order date, contradicting my previous email reassurances. They have instead offered a 25% discount off a new purchase of a Go Pro! Why would I spending my state pension on a new product from them under the circumstances.

I have supplied them with original invoice, (after they decided me ever purchasing from them), and copies of the emails to support what I have been told and am telling them. I have tried to leave poor feedback on social media sites and they immediately remove it, so instead of actually spending time to resolve the complaint and stick to their emails for replacement they must have a team sitting somewhere removing any bad feedback!

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.

My Gopro Hero 7 Black camera had power issue and after speaking with customer service on Nov, 4th, 2019 it was deemed defective and I was instructed to send the product in and was told that as soon as it was received I would be shipped out a new one.
Defected unit was shipped and signed on NOV, 12,2019. (from Gopro Warehouse in Mississauga)
After waiting for 3weeks, Item status was still pending shipping from gopro.com, therefore I have decided to call and seek for help. I have chatted/called customer support many times but They all asked to me wait for new updates email with UPS Tracking Number and It will be shipped out within 24-48hrs, at this point they offered to give me an accessory, free of charge as a compensation. (delay)
After waiting for another 1 month and there was still no updates from gopro, so decided to speak with supervisor from gopro support. First supervisor asked me to provide different address as it could be the problem that warehouse team is not able to ship to my address. So I provide different address and New order was created. Then I spent another 1 month waiting for it to ship but still in same status.
I have called many times to find out what is going on. They all mention that they will personally follow up regards to this issue, but Im not getting any updates or follow up and just waiting for it to be shipped (It's been 82days now)
There is no official email address for consumers and call center is outsourced to another country where I am read a script every time I call. I wrote complaints on official gopro.com community forum, messaged administer for that community forum, messaged thru official chat, facebook chat, and tweet (all the source I can possibly find to get their attention to resolve issue).
This is not my first time having bad experience with gopro warranty claim as my previous case took well over 3 month to get it resolved. (Have the proof as well)
After bit of digging and reserching internet forums, many canadians were having extact same issue with GOPRO support team not shipping out the replacement products.

Terrible customer service. I ordered the Hero 8 twice as he first order was cancelled by them. They told me there was a problem with my billing address, so I fixed that issue. After that, I did another order. However, they cancelled the order again. So, I reached out to them again to see what the problem was this time. Turned out they couldn't answer me that either and they have no visibility in why it got cancelled. I figured that I wouldn't get the cam on time for my upcoming trip, which was already very disappointing and annoying. Worse than that was that they don't really seem to care if I am or am not able to order from their website. I mean what am I supposed to do differently in my orderings if they keep cancelling them and not even the company itself can tell why.

Worst of all that is they have pre-authorization over the payments (means I don't have access to that money for the time). I urged them to get into it as I could use that money for the trip I have coming up (remember it was the money of two orderings). They told me then that they don't have a direct contact to their finance department and are not allowed to give me information about how to reach them. They just told me it should take like 2 days for them to deny the payment. It's been 4 days now and still nothing. No money back, no product, no reasons why all that happened and how to fix it. I mean why would a customer service not have contact to like any department within the company?! WORST purchasing experience I've ever had. Regarding customer-service they have to learn and improve like a LOT (should take Amazon, Zappos etc. as a role-model, as they're really concerned about customer experience and in solving your issue).
P.S.: Talked to their customer service like 5 times over 2 days.

After you buy the expensive camera, the service is bad. There is no refunds even after you return the product. Everything the website says about returns is a big fat lie. They have currently stolen my money even after I returned the camera in the same condition that they sent it to me in. I paid £379 for this. All this money went in the bin and I don't even have a camera to show for it. I would not recommend buying from a company like this.

I have shopped online with many online retailers and have not had this kind of problem. When I returned the product, my money was returned to me in 3-5 working days. It has now been 2 months and this company keeps lying they will refund my money and they have not and doesn't seem like they will.

Update: I bought my Hero4 when they were brand new for $700 when they first came out. I thought it was worth it because of the 4k capabilities. Well... That was the most money I've ever straight-up wasted on a product because after owning it for a few years, it no longer charges or turns on. I have tried multiple batteries and tried to downgrade the firmware as people have mentioned. But I can't even get it to turn on to do that.
I must say, I HATE GoPro now. The company generates profit off of "legal scams". Just like Apple.

Is the fish eye lens the only reason people continue to buy these? GoPro is one of the most profitable companies... Probably because they manufacture a ton of crap products in China and mark them up 100x and just have a name brand that everyone wrongly trusts.
*cough* Apple.
I was included here. I bought the Hero 5 black when it first came out for the ridiculous price of $700 because it had 4k and I thought it would be worth it... I was poorly mistaken. After taking my first video and plugging it directly into my 4k TV (which requires a special, expensive, GoPro exclusive adapter) the 4k was choppy/granular and seemed like the first 15 seconds or so of video every time you press play has to buffer.
Also, after having it for just over a month, I placed it in one of the cases, locked it, opened it later and the housing was cracked... I payed $700 for this fragile POS? God, I'm stupid!
Besides that, the battery life has always been pathetic. But guess what? You can always buy another battery for too much money to have as a backup. Oh, also, how about that little LCD screen that you can add on to it for too much money as well that will make your battery last about 30 minutes when recording 4k?

Their business model takes after that of Apple- Make products that you can monopolize a market with and then make them low-quality, reiterate the same designed year after year and make it seem like a monumental change and charge a fortune for them just because you can. And people keep falling for it because somewhere along the line, they earned the "cream-of-the-crop" title.

Think you have a Warranty Coverage for the NEW EXPENSIVE GoPro Camera - WITH FACTORY DEFECT - you just purchased from a National Photography (or ANY "BIG MAJOR REPUTABLE") Store?

Think AGAIN! DID YOU CHECK with GoPro "Store Locator" that this Camera Store - that you've purchased from for 40+ years - "IS A GoPro Authorized" Retailer?!?!?!?!?!

Oh? You Didn't? VERY FEW STORES ARE GoPro "Authorized" - YOU HAVE NO WARRANTY!

However obviously "Factory Defective" right out of the NEW SEALED BOX - YOU ARE SCREWED!