Complaints

This profile includes complaints for GoPro's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GoPro

  3000 Clearview Way Bldg E San Mateo, CA 94402-3710

• 

  GoPro

  2111 Eastridge Ave Riverside, CA 92507-0778

• 

  GoPro

  3025 Clearview Way San Mateo, CA 94402-3709

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 2nd I ordered a GoPro Hero11 with Accessories kit and extra batteries directly on GoPro.com and on March 4th the package said it was delivered but the contents of the package were entirely incorrect. I immediately filed a claim with with GoPro. I have multiple documented lies from GoPro saying they were opening an investigation with *** and that they would send me an RMA to return the incorrect items so they could send the correct ones and never did any of that. 11 days later on 03/15/2023 they emailed me stating the investigation was completed and they determined the correct items were shipped to me which is now a 3rd lie. I spent over $500 on this and have been offered no refund and no resolution. I have documentation to prove all of this. I have also opened an investigation with *** since they lied to me and said they did when they did not. I have also filed a dispute with my banking institution. I have done everything and more that a consumer should to have this rectified. This was my first experience with GoPro and it was a terrible one at that.

• Initial Complaint

  Date:03/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a GO PRO ******************************** March of 2022. It came with a subscription service for the year that had to be cancelled before March of 2022 or else I would be charged. Fast forward to this year 2023, during the week of February 21st thru the 28th. I made several attempts via the GO Pro website to attempt to cancel the subscription. I got messages that said that I was outside the window of customer service hours even ***** it was during week day business hours. I tried to cancel online and it said that I needed to contact customer service. I sent messages that were not responded to. Finally, on March 3 I was able to reach someone via chat who was able to call me and help me get the subscription canceled. Here is the case number ********. It was too late I was already charged for another year subscription. When I called to ask for my money back i was told they were unable to refund me. I asked to speak to a manager and was told that a manager will call me back. Im asking for my money back in the amount of $52.99 for a year subscription. It's not my fault that your customer service is outsourced to another region of the world. I made the effort to cancel prior to being charged, and Go Pro did not make this easy. I had to navigate through chat features and such on the website to even talk to someone for help. This is not good customer service. Furthermore the phone number provided on my statement doesn't even work when I try to call it. GOPROMar 3, 2023$52.99 ****************************************************************************************************** ************ Card Member:

• Initial Complaint

  Date:03/03/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 17, 2023, I placed an order at gopro.com for a Go Pro Hero 11, Black. The order number was NA05262099. The price was $299.99 plus $49.99 for a one year Go Pro Subscription. On February 20, 2023, I received an email notification that my Go Pro had shipped through *** with tracking number 1ZA561E80380796478. On February 23, 2023 at ****, I received an email notification that my Go Pro had been delivered. I was home the entire day as I work from home, I also have a ring camera, that did not have any deliveries from *** on that day and I did not receive the Go Pro Hero 11 that I had ordered. I contacted Go Pro right away and they reluctantly opened a case (SO-7100075). I went on the *** tracking and the tracking said the Go Pro had been delivered to *****, ** at the side door. I live in *****, ** and don't have a side door. According to ****** Maps, the mileage difference between my physical address and *****, ** is 22 miles. I tried to file a complaint on the *** site as well but was not able to. On March 2 at ****, I received an email stating that Go Pro had done an "investigation" and that the package was delivered to my address. I tried to reply to that email, but received an automated message that emailing was not an option. I called *** again on March 3, 2023 and they stated that "They are trying to find my package". Go Pro had stated that in their "investigation" they found that *** successfully delivered the package to my address. I did not receive this package.

• Initial Complaint

  Date:02/25/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I have attempted to use GoPro support to solve this matter but they have obstructed me multiple times: 1. First, their support site surreptitiously hides the contact form. 2. Second their support email auto-rejects requests for support. 3. I requested a refund for their faulty and unsafe cloud service and they denied it for false reasons.The purpose of this complaint is to obtain a full refund for $49.99 for their faulty and unsafe cloud service. As I directly told their customer support:"Me (2/23/2023, 12:23:59 PM): ok yeah the upload function was really really poor. it took forever, often did not work, and it made the device almost too hot to touch "Indeed, using their cloud upload would made the GoPro device extremely hot and unsafe to handle.GoPro has thus far denied a refund. Their behavior clearly demonstrates they don't care for the safety of their customers.

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife bought me a GoPro Karma Drone in 2018 for my birthday. After being deployed overseas and coming back to the US. We had to put household goods in storage do to housing issues. Once we were settled in a new house, and finally having time. I tried to use my ********* does not operate and I have learned that GoPro issued faulty software that removed the controllers ability to connect with the drone and run the camera. After researching further this has affected most karma owners. What I find absolutely unacceptable is that GoPro refuses to help resolve this issue and never notified customers directly that they were not continuing to support their product. They did not contact me in any way to say that I needed to update my software to the latest edition. All they have said now is the drone support was being retired. I have roughly $3,000 dollars worth of Karma equipment that cant be used for anything other than a paper weight.I bought the equipment because I thought it was of good quality, and was durable. sadly this is not the case.I have multiple GoPro cameras, I wonder how long it will be before they withdraw support for them. GoPro needs to set up a better way to repair and update the software affected equipment. The software issues are not warranty issues. If they cant fix the software they need to exchange or refund the product.

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a device and membership that gave me a total of $515.44. However, GoPro charged me a total of $518.74 in two separate charges. When I contacted GoPro, I spoke with a ************** case#******** that justified the charge since from her viewpoint GoPro can increase the price by billing separately and would not correct the over-payment.

• Initial Complaint

  Date:02/12/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After not being used for some time, I charged up the system. When I attempted to use it, the controller would not connect with the drone.The internet suggested that I update the software but, the controller will not connect to my account saying Secure connection cannot be established, connect after some time or connect using other network. I confirmed the network.I then contacted GoPro and they said they would contact me back which, they did not.

• Initial Complaint

  Date:02/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a camera HERO 10 Black Go Pro. Goes in the water until 10m. Waterproof. That's actually one of the main use for the camera. I bought it in May 2022. Under warranty for a year... I was traveling for work. Didn't use the camera until October. I used it 8 times, until last week. It's always had some fault, but I was still traveling on and off and thought maybe that my screen was sensitive. The battery wasn't charging and the screen kept changing. The camera was changing the node of operation by itself. I did think to call them last week as it was almost impossible to operate the camera. It was popping up every 2 seconds... I showed it to my friend. I called and they asked me to update the software... for it to debug. They don't provide with SD card adapter. But I updated the firmware which was due and thought it would help. My other friend I the meantime told me it looked like water was maybe in the circuit to which I said "surely not, this camera is water tight!!! that's the whole point of it". I updated and went in the water again... got worse. My screen locked and got some horizontal black rays so I took it and myself out of the water. I was snorkeling no further than 2 meters. My screen next to the lens had fog and so it was then clear what had been happening all this time. Water was getting leaked in somehow. Very slowly and it got worse. I opened the battery compartment and it was wet. I dried it and tried to clean it but obviously. with salt... I called back the company to report the faulty camera again. I asked for a replacement. they told me the warranty for water damage was only for a month and that I should pay a fee to get a new one. To REPLACE a waterproof camera that can't go in the water. I looked on their forum, it's happened many times. to many people. In shallow water. My friend told me it's happened to a friend that's why he knew what it was. SO. in short, Go Pro are falsely advertising a camera that goes in the water ... am not paying for that. and so people should know and why are they still in business/ walking out freely, charging people for a camera that does NOT what it says!!

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a gopro 11 mini and when I received it the box was empty, torn open. I contacted gopro support and they made a case for me but after the inital communication despite attemps on three different weekdays during their opereating hours I have been unable to contact their service department to reach a solution. I wish for my missing product to be replaced. I still want it

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a email from gopro a month before renewal that my card was expired and it will not be able to auto-renew and will be canceled and even offered a discount to keep it going, I did not want it to continue so I left it to cancel as the email implied. But last week they still charged the card even though the card was expired. I logged into the account and verified the expiration date still showed expired, which is did. I called GoPRO the very next day and they refused to refund and cancel the subscription. They gave me run arounds and canceled the service going forward with no refund.