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

  3025 Clearview Way San Mateo, CA 94402-3709

• 

  GoPro

  2111 Eastridge Ave Riverside, CA 92507-0778

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:08/22/2022

  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.

  Received a GoPro Hero 8 Black in January of 2022. (Replacement for a 7 that ALSO got water damaged)Used camera without the housing in 1-2 ft depth water. Got water in the battery compartment, so now the camera is fried. Contacted Gopro which just offered me 25% off a NEW camera. I have already spent plenty on a FAULTY camera, and would not give them another dime. They refuse to replace. They state their warranty does not cover water damage when their cameras are DESIGNED and ADVERTISED to be used in water up to 33ft. We were in a cove that ranges from 6 inches to 3". The camera did not get submerged lower than 1-2 feet. This is obviously a manufacturing defect. But we are being told they will do nothing to right their wrong.

• Initial Complaint

  Date:08/21/2022

  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.

  Bricked all Karma drones and will not help resolve the issue!!!

• Initial Complaint

  Date:08/17/2022

  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 have a Gopro karma drone, it got an update ever since then it quite working will not pair to controller. I have read online about this happening to many other people. I would like to see Gopro come out with a recall for the repair. MSRP was about $800, now I can not use it as intended. Im going to contact the company still and try to get a responds from them. I have seen a lot of people have this concern.

• Initial Complaint

  Date:08/16/2022

  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.

  Go pro has intentionally released products with no foresight that they would be excluding ********* from this products availability as they have not stocked ******** retailers and cannot give any means by which to find them to purchase in ******. Go pro has released the enduro battery 2 pack and charger but has no way for ********* to purchase the products outside of our local retailers or an extremely costly method of buying and returning a camera just to keep the batteries. I requested for an agent via the support to find me this item in ******: https://gopro.com/en/ca/shop/mounts-accessories/hero10-black-dual-battery-charger-enduro-batteries/ADDBD-211-master.html Upon my return email all the case manager "**********" said was "you might want to consider getting the item/s you are planning to purchase from our website to any local store that sells GoPro product. ". This made me frustrated as my original request was for them to help me find one locally or find me an alternative to spending $100+ on duties for a camera I don't need at all just to receive the batteries. Your case manager did nothing to help my case and regurgitated the same conversation I had with your chat support. Your stubbornness on insisting there is no email communication between customers is beyond stifling, and shows how little your company cares to accommodate any type of conversations. To not have the option for those with accessibility issues, speaks to some pretty heavy prejudice as well that you must be able to make a phone call to get any real support. Both *************************************, and the previous chat agent from august 15th were completely negligent and useless, not listening to my requests and instead offering completely useless things I have already explained to them wont work. The case manager did not even read the case file. This process has been an egregious breach of what should be Go Pro trying to work with their customers, pure laziness and negligence on your behalf.

• Initial Complaint

  Date:08/16/2022

  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 Hero 10 Black Bones camera from GoPro. I had used the camera for a couple months with no incidents leading up to a big high cost production. The camera failed halfway through the first day. It will not power on. I was using the stock connector that came with the camera hooked up to the balance of a 4s battery.Additionally, their software glitched out on me on the last day of the shoot and refused to let me log in. This locked me out of exporting reelsteady. This is a stabilization feature that is vital to production workflow. This was also severely limiting.They refused to help me over the phone or escalate the matter to a supervisor.

• Initial Complaint

  Date:08/09/2022

  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.

  7/24/22: I attempted to purchase the discounted GoPro subscription for $24.99 on the Quik app. The subscription failed due to a technical issue on the GoPro side but ****** Play charged me. The charge was eventually reversed.7/27/22: I tried again to purchase the discounted GoPro subscription but it was blocked so I was forced to choose the $49.99 option. The subscription failed due to a technical issue on the GoPro side but ****** Play charged me. The charge was eventually reversed.8/4/22: Working with GoPro, we discovered what the problem was and I was able to successfully purchase the GoPro subscription for, sadly, $49.99. GoPro support said I could not get the $24.99 promo price because of ****** and I needed to contact them. 8/9/22: I got in touch with ****** Play support and gave them the transaction ID ( *********************** ). I explained the situation and asked for a $25 refund so my subscription cost would be $24.99. ****** declined saying it is GoPro's problem. Now both companies are pointing the finger at each other and I am left holding the bag. I have filed this same complaint with the BBB against ******.

• Initial Complaint

  Date:08/09/2022

  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.

  Purchased 5/13/22 Order # NA04445441 Amount: $378.48 GoPro Case file ******** -Defective product purchased. After contacting GoPro support and was sent return shipping label. Camera was returned via shipping label provided. Company did not confirm shipment was received with me (via e-mail etc.) and states that they received the packaged shipping label without camera after 2 weeks from the time I sent package to company. Company has been unavailable to contact/ resolve issue. I was referred to GoPro live chat who cannot resolve issue and continues to "Escalate" case file to internal investigation team providing me with no information on process from here (name of representative handling case, no due date to contact customer(myself), and failed to contact by 08/01/22 from 07/29/22 conversation. I followed up w/ company several times approximately 3-4 different times in total and was told by the next representative they are "Escalating the case file" again. After questioning their process and attempting to get more info on how to resolve the problem I was told i'll be contacted shortly by a manager after my request. I still have not received a phone call from customer sales manager regarding case file and finally received an E-mail on evening of 8/8/22 following up w/ case file from GoPro investigations department summarizing that based on their review of file the information I provided had "inconsistencies" and they are unable to move forward with issuing a replacement camera. Now at this very point in time I purchased a product from a business, contacted the business following up w/ the defective product. Took all necessary pictures requested of damaged product and uploaded them through E-mail link to GoPro, sent the defective camera back with shipping label provided in a closed package to company. Company claims to have never gotten camera and refuses to send a new camera through warranty.

• Initial Complaint

  Date:08/03/2022

  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.

  Really awful experience returning my product, due to unfortunate circumstances I had to return my Gopro hero9 I used the label provided by Gopro and send my device back, Ive been chatting and calling with gopro for the past couple of months they just keep telling me to wait and wait and that a manager will call me with more information, this is getting ridiculous. I need a solution to this problem, really bad customer service and experience so far.

• Initial Complaint

  Date:08/03/2022

  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.

  Bought GoPro karma drone which cost $1100. Past 2 years after a firmware update it stopped working. several customer service calls to no avail. they refuse to address this issue that thousands of customers are having.

• Initial Complaint

  Date:08/01/2022

  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 turned in a camera that was no longer working to receive a replacement camera. I received an email on 6/24 stating that my camera would be on the way to me shortly. I never received an exact date on when my camera would be shipped nor did I receive a tracking number to track my order. I contacted GoPro on July 9 informing them that I have not received my replacement camera. I was told that the camera had been delivered and that the investigation team would open a case. On July 19th I received an email stating that lost orders should be reported to them on 10 calendar days and that anything beyond ********************************************************* **** I have continuously called stating that I can not report something within the time frame stated if I never knew when I was to receive the item since no tracking number or shipping information was provided. I have been continuously getting the run around and have not received my replacement camera.