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:07/30/2022

  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.

  contacted Gopro about their Karma drone and I get the same thing now that is not covered and that they can't help resolving an issue that has to deal with them updating firmware that their own product will not read. GoPro made a faulty product just to gain revenue and will not do anything to help when contacted about issue they spend about 10 mins actually working with you and trying to resolve and 40+ supposedly communicating with the team. it was nothing but a hurry up and wait for them to just tell you basic you are not worth their time, and they don't care about their customers.

• Initial Complaint

  Date:07/28/2022

  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 charged me for an anual subscription without ever notifying me via phone, email, or letter about the subscription ending, expired, or billed. It's almost if they quietly charged my card hoping I would not notice. I indeed noticed 1-2 days after they charged my card, so I cancelled the service and called them to get a refund. After almost a half hour on the phone, they told me they would process the refund. A few days later I get an email telling me they are charging me the money anyway. Now I can't get a hold of them, these subscription charges are made quietly to their customers and are obviously a scam. I further investigated my card charges later only to find out I have been charged for 2 years of subscriptions at over $100.00 and I never knew about it. These subscriptions from gopro are nothing but a money-making scam praying on people who do not check their bank accounts often.

• Initial Complaint

  Date:07/26/2022

  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.

  Filed a warranty replacement on ********. Camera was covered. Manager lied to me stating "hero8 is out of stock a hero9 is available" while it is being sold online company direct. (Refused to replace model with same = only want hero8 or cash to buy elsewhere) another Manager stated a replacement hero8 will be issued. (Nothing received, no email confirmation...) **************** stated callback has been processed multiple times (never received a callback) also stated "case has been escalated" multiple times (still no response, no communication. Nothing over 2 weeks = hero8 is readily available with immediate delivery. I could have bought and received GoPro multiple times) on a call I heard dogs barking in background. Operators refuse to transfer to management, even after stating they are available.

• Initial Complaint

  Date:07/22/2022

  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.

  I purchased a GoPro Karma drone for work purposes. I also purchased GoPro Care for Karma, which was sold to me as a guarantee that they would replace my drone if anything should happen to it. Recently, I attempted to fly it for another job only to find out that GoPro has intentionally discontinued firmware updates due to their end of life protocol for the Karma drone which ultimately means that my drone doesn't fly anymore. I called customer service on three separate occasions and was told that I would receive a call back, but they never called back. Today, after initiating another call, a customer service representative finally told me that due to the end of life protocol for this product, I simply have to accept the fact that my expensive drone will never fly again, with no financial or replacement recourse. All that I want is to be able to fly my drone, or receive a replacement drone that actually flies, or a refund for a product that I purchased which no longer functions due to no fault of my own. GoPro can reference case number ******** to access my specific information.

• Initial Complaint

  Date:07/21/2022

  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.

  I purchased a GoPro Karma drone for my business and invested in multiple drone bodies, batteries and accessories, but GoPro has stopped all support for the product and disabled all web communications with the drone making it unusable and obsolete. I have tried to contact GoPro and they will not respond.The issue appears to be tied to GoPro ending support for the Karma drone project, and they also stopped the critical online communications system that allows the Karma system to fly and update itself. This has made thousands of Karma drones, including mine, to become unusable and a lot of money has been lost. I am being forced to abandon the entire drone system and repurchase all new equipment. Please help!

• Initial Complaint

  Date:07/21/2022

  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.

  I purchased a GoPro camera on 08/17/2020, used it very little in the month of September 2020 and was out away all 2021 due to the pandemic, basically my GoPro was out away till this July 19, 2022 when I was going to use it it did not turn on nor did it charged!I contacted GoPro via email and ask if it was still under warrenty but the said it only had 1 yr warrenty, it already expired! So I asked why would my GoPro not work from just bein out away they didnt have any explanation on why it did not work any more I asked if they could do anything to help me get it fixed since it is an expensive item and Name Brand is they should last for quit a while and be like dispossible cameras!!! They didnt ask to sent out for them to see what is wrong with it or any thing all they said is the can give me a 25% discount for my next purchase!! How will I want to purchase another one when this one is like a expensive couple months of use Disponible camera!!! I would want something solved by them since its a expensive camera!

• Initial Complaint

  Date:07/19/2022

  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.

  Order Number: NA04443146 Received on May 18 Open the package and it was not my items (see pictures). There was a piece of paper with ******************* name on it with all their items they ordered. My invoice is also attached and the name of the files is Screenshot_20220718-22112_Gmail.jpg. There is a huge difference in the cost of my items vs their items. I called GoPro several times and been calling GoPro every week but I do not get anywhere. They close the case because it's a "Warehouse" issue and since the package was delivered it's considered a success. My case number is ********.