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:09/27/2022

  Type:Delivery 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 9/22/22 I placed Order Number NA04747153 for a Gopro camera, accessories and a year long subscription service totaling $724.07. According to *** (tracking number 1ZA561E80375573076) it was delivered to my front door on the 24th. This is incorrect. We were home all day waiting for this package. No knock, no doorbell, nothing triggering my door camera. It was never there. I contacted GoPro today, the 27th, and it took me 2 hours just to get through to someone and they were absolutely no help whatsoever. This is the resolution I received: "I confirmed here that your case has been endorsed on our team and they are currently working on it."

• Initial Complaint

  Date:09/26/2022

  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 Go Pro Hero 10 Black in May 2022. I have had issues with the Go Pro staying connected while live streaming. After several calls to customer service and going through their process of troubleshooting, I was told that they would send me a new camera, but it had to be approved by another department. I received an email Sunday stating that it is not an issue with my camera, but an issue with their app and that is why my camera will not stay connected while live streaming. They are unable to give me a time frame for resolution and in the meantime I have a camera that I purchased that I am unable to use.

• Initial Complaint

  Date:09/25/2022

  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.

  Gopro has an auto charge I was not aware of when I bought my camera. They included the ***** gopro subscription in the price of the camera then broke it out in the invoice and made a separate charge for the ***** subscription (2021). Now in 2022 I attempted to purchase a new 11 hero black and it was ****** with ***** subscription. In the cart the subscription verbiage drops off but the ***** dollar charge remains- so you are charge for nothing. They have people in another country that have no authority, but they try very hard. The options offered to me do not address the overcharge. I tried to cancel the ***** subscription and they act like they dont understand what you are asking for. I asked for the subscription to be cancelled so I can pay for it with the new purchase. They offered me new pieces of plastic but not my money back or a credit of ***** which I requested. It is bait and switch and they hope you will just go along paying ***** for nothing because you like the camera. As you can see the price of the camera is 529 plus ***** for the subscription. I sign in the subscription wording disappears but the charge remains as I have already just paid this month and now it charges me for nothing. The price is 580 with no subscription since I already paid. I asked for the money back and they act like they dont understand. So I said turn it off and credit my account 50 and when I buy the camera it will turn back on.

• Initial Complaint

  Date:09/24/2022

  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 purchased a brand new GoPro from the company's website on 8/14/22, and I received it on 8/16/22. When we opened it and turned it on, it was malfunctioning to the point where the screen did not work. I used the online chat feature to tell them and requested a refund. Case ********. The asked me to spend hours running through troubleshooting which I really didn't want to do, but went through the steps they asked anyway. I eventually ran out of time for trying to troubleshoot and had to call back. I called again back on 8/20/22. That was the point at which a replacement was authorized. I returned the device, and I received an email on 9/9/22 that a shipment would be sent with the replacement 1Z0X5V620395308987 (which still shows it never actually shipped). At some point, this package was lost. On 9/19/22 I called to inquire and requested another one be sent. It's been 5 days and 3 phone calls and instead of sending another, they're going to wait ***** hours every time I call. The whole process has been ridiculous from start to end. It should not take 37 days and counting to get this type of situation resolved. I also don't know that they're sending a brand new camera, which is what I purchased, and I don't believe a refurbished one is acceptable when my product was brand new. I don't know that this won't get resolved on its own eventually, but I just thought that I should share my story so that others in the company might find ways to optimize the process for the future.

• Initial Complaint

  Date:09/22/2022

  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.

  The GoPro app and websites malfunction in renewing my subscription for the go pro service account I wanted to just do monthly subscription for my GoPro I rent at my local tv station but the website sail my card information is wrong when selecting the monthly 5 dollar subscription but got charge 50 dollars then the iTunes app unglitches and charged me 5 more dollars and so out 55 dollar when I only wanted 5 dollar to pay go pro I spent all night to talk to go pro to fix the billing error and now go pro refuse my refund I been scammed out of money I dont have. Just want the monthly payment so if my ******* business fails I cant get out of subscription. I didnt have the extra 45 dollars to give go pro. Cause that my kids food and gas money go pro over charged me and refuse to fix thanks *******************************

• Initial Complaint

  Date:09/20/2022

  Type:Order 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 bought a Karma Drone and it stopped working along with all of them every made unless you downloaded a firmware patch 2.50.1. I did not download it before April 2022 so am essentially with a useless drone that I paid $1,000 for. Customer support has no solution and offers no help.

• Initial Complaint

  Date:09/20/2022

  Type:Delivery 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 camera and accessory kit along with a monthly subscription. I received a shipment that had only the accessory kit. I did not receive camera, which makes the other items useless. I contacted customer service several times and they said that the shipping department said there were no discrepancies. I cant get a callback now when I put in case number and they are just ignoring me. This seems to happen a lot based on reading their customer support page complaints!

• Initial Complaint

  Date:09/18/2022

  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.

  I have several of these products. My most recent purchase makes my camera overheat due to inherent communication issues between the products. I was offered a old item replacement, but my device is new. I went to purchase new camera creator package which is 529 plus 50 for a subscription which I already just paid for. When I place my order in the cart it was 529 with a 50 subscription charge making the price 580 for new buyers with a built in 50 charge. I go to buy the subscription drops away out of the cart and I am still charged 50 dollars for nothing- so instead of 529 for the package ( I have a active subscription 16 days old) I am charge 580 with no subscription. How is gopro attempting to charge me 50 for nothing as the subscription disappears. I should only be charged 529 and the site is cheating me by charging the 50 for nothing. I have called support three or more times, and spent over 2 hours on the phone without resolution. The support agents dont understand the concept of the site cheating customers like me and asked me to try all browsers. I have tried all browsers and platforms configurations with different devices and it is the same overcharge of 50 dollars for nothing. Moreover, I was told by one agent as a subscriber I was to get 100 off of my order, I got coupons in the email and when added to the cart the price went up over 100 dollars. This is bait and switch for the 21st century.

• Initial Complaint

  Date:09/18/2022

  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 bought the Karma Drone few years ago and last flew it approximately 1 year ago with no issues. The gear is well maintained and perfectly functional. While attempting to launch it last week, the Drone downloaded firmware on its own which prevented the controller to sync with the Drone, making it no longer operational. I contacted GoPro and after they had me do Firmware updates on all other accessories, they subsequently said that the Karma Drones are at the end of their life and unfortunately there's nothing they can do (however did offer me a 20 percent discount on a new camera, if I so desired). I have numerous cameras and accessories from this company, and I solely invest in it because of the Drone use. It would seem a simple patch or update would fix this issue, unless they want them grounded... if so, I would like to get the money back from my investments. But mainly I would like them to fix what they broke. Thank you for your time in this matter!

• Initial Complaint

  Date:09/15/2022

  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.

  Please be advised that our companys name is Photo Research,Inc established in 1962.We document evidence for Federal and Municipal courts in ************ and Manhattan.We own 6 Go Pro cameras and use them on a regular basis. Our Go Pro hero 5 camera screen all of a sudden went black. We had no issues with the camera along with the other 5 current models. We made several attempts to contact Go Pro and was transferred from one department to another.We were promised a replacement but our calls fell on def ears.We are 3rd generation professional photographers and depend on your products and spent thousands of dollars on your cameras. I am a disabled veteran and would like to resolve this issue.