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:07/29/2024

  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.

  Hello,I am contacting you today in hopes of your help/assistance. So i've never owned or used your products before until just recently. I decided I could try and start a ******* / social media channel using my car to make videos and upload them hoping to make some side money. I'm a 100% disabled veteran who only makes money off disability. Anyways, I saved up money and bought a go pro hero 12 black, a case, and the car mount. Anyways, I went to go out with my friends to do a cruise through the town. Anyways, I placed everything on my car with the car mount. I cleaned the area and then used alcohol and dried it off and put it on a flat surface on my car. Now the mount says it will be safe to use/stable for speeds up to 155mph. Well, I trusted this and thought I had no worries. I had just purchased these items at my local best buy in hopes of making some additional money for my family. Well while cruising the mount fell off the car and I don't know when it did. I had never reached speeds over 80 mph and some how the mount fell off with the go pro and the case I purchased. Now, I know your company is under no obligation to fix my issue but I paid for your product and trusted it while using it properly even watching multiple ******* videos of how to use the go pro and mount it securely on a vehicle. And the mount still fell off. It just ***** because im out over $400+ and I saved up. I had the Hero 12 black and that one doesn't have GPS so it was impossible for me to find it. I just am asking your company to stand by its product (the mount claiming its safe to be used on a vehicle and can handle speeds up to 155mph) and possible replace the items that were lost. I hope you guys can help me out, if not then I understand. Thank you.

• Initial Complaint

  Date:07/23/2024

  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 hero black in 2022 (around $400- I dont remember the exact amount). I purchased the GoPro subscription which covers the GoPro if anything happens ($50 a year) My GoPro has been broken for months and I am unable to get in touch with GoPro customer service. I have tried calling but it tells me to reach out on their website. There is no email to get in touch with them. When I reach out over the website and submit, nothing happens. I have been waiting for a response for over 6 months now.

• Initial Complaint

  Date:07/02/2024

  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.

  Important note.I am not complaining about anyone that chatted with me or talked with me. I think these people tried to help, but they can only do so much without real help from GoPro. The problem is with the linear lens of the camera, with no reasonable solution offered, so far anyway. .BBB COMPLAINT START".I have contacted GoPro three (3) times now, about my two cameras that have distortions while using the linear lens. I have given them multiple examples of bending buildings and other linear objects that appear bent due to a fisheye type of distortion. In each case they do not address the issue. My latest chat is an attached document, and this gets into the details well. It appears that GoPro can not fix the problem and that they are telling customers to used third party software to make the fix.The issue is simple. I want linear videos and pictures, but GoPro videos and pictures are distorted. I used the linear lens from both of my GoPro cameras (11 and 12), and they both are not linear.During the chat it appeared that GoPro uses a fisheye lens, and then tries to use software to correct to linear lens view. Unfortunately this does not work well, so Im asking GoPro to fix the problem or give me a full refund for the camera plus accessories. But Im hoping for a fix.Please not that GoPro shows linear pictures on their advertises, so they are advertising clear linear pictures. I just want them to comply with their own product adverting.The pictures clearly show leaning objects that are vertical in reality. I can provide more examples, but these show the situation.

• Initial Complaint

  Date:06/25/2024

  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 opened a support case for GOPRO's quik app for android. I have got nothing but bs troubleshooting and multiple people have filed complaints about their software and issues with their products. They need to get the application fixed. I paid a premium for gopro because of the software when cheaper high quality products are available and their advertising the benefits of their application along with charging for premium memberships which I pay for. Support is unbelievably bad and too many people have complained for this to be these individual issues. They need to get their application fixed and working.

• Initial Complaint

  Date:06/22/2024

  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 ordered a $300 camera from go pro and the order never arrived at my house. The label go pro put on the package was wrong according to the carrier. (See picture) An investigation was open for a lost package with carrier. Now when I call the carrier they tell me to contact go pro and when I contact go pro they tell me to contact the carrier. As a well known company they should refund my money for goods that I never received. They are extremely difficult to get in touch with. I would like a refund for miss labeling my package and there for not receiving my order. Also note they have extremely poor customer service.

• Initial Complaint

  Date:06/21/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 camera developed a hairline fracture in non-extream use. The camera was only used 4 - 5 times on a trip to ****** as well as a time or two driving through the mountains for photos. Not attached to any car or anything These cameras are supposed to be built for extreme sports but can't even handle standard use taking photos My case number is ******** GoPro is hiding under their "subscription service" which charges for repairs but this is a defect I want my camera replaced or repaired

  Customer Answer

  Date: 07/03/2024

  This has been resolved 

• Initial Complaint

  Date:06/19/2024

  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.

  I just wanted to document my terrible experience with GoPro. The customer service is unbelievably bad. Here is the chronological order of events:Nov 29, 2022 - I bought a GoPro device worth around $489.33 for my friend as a gift Nov 30, 2022 - I was charged $49.99 as a subscription charge I immediately called them the first week of December to cancel my subscription as it was a gift. My friend automatically purchased the subscription. Mine was not needed at all.I was not refunded anything and for some reason, I lost track of the charge and did not dispute it. Nov 29, 2023 - I was charged $49.99 to renew the subscription I called again in Dec 2023 to dispute the charge and cancel. It is still not canceled. This is unbelievably frustrating. My friend actually lost the equipment and we don't even know where it is but GoPro has charged me for a subscription for a device that does not exist anymore

• Initial Complaint

  Date:06/09/2024

  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 4 GoPro Hero 11 Mini cameras from GoPro, and 3 of them are basically bricked. They dont charge. Searching the internet for solutions results in numerous complaints about this issues. 2 of my cameras were purchased when the camera was released in 2022 and would have charging problems but would be fixed various ways. For example, if I had one connected to external power I would disconnect it and the camera would work again. For the current issue GoPro suggests you update the cameras firmware which basically reinstalls the software, HOWEVER, this doesnt work because the battery needs to be at least 20% charged even while connected to an external power source.

• Initial Complaint

  Date:06/06/2024

  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 a GoPro Hero 12 from the company website on 9/10/2023 and after using twice, in May 2024 it stopped working. I replaced the battery, SD card, updated the software and still the GoPro would freeze and turn off when trying to use. Today, 6/6/2024, I called GoPro customer service who acknowledged there was likely a factory defect but refused to honor GoPros 1 year warranty stating I must first use a computer with an SD card slot to again update the GoPro. I explained that I didnt have a computer with this capability and nowhere on GoPros website does it say I need a computer with special capabilities to make their product work as expected. I offered to ship back to GoPro so they could test the product but they declined and refused to honor their warranty. The customer service rep said ********************** does not advertise this computer update may be required which is a deceptive business practice. Ultimately, GoPro is advertising a 1 year warranty but requiring unreasonable testing by the customer before theyll accept a warranty claim.

• Initial Complaint

  Date:06/06/2024

  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 am writing to file a formal complaint against GoPro, Inc. regarding their failure to honor the warranty on my GoPro Hero 8 Black camera. Despite multiple attempts to resolve this issue directly with the company, I have not received satisfactory assistance.Details of the Complaint:Product: GoPro Hero 8 Black Warranty Period: [Warranty Period, e.g., 1 year]On December 2, 2023, I contacted GoPro support to claim my warranty. They agreed to send me a new Hero 10 Black camera as a replacement.I sent my faulty camera to GoPro HQ in ********* as instructed.On December 7, 2023, after the camera was received by GoPro's warehouse, I received an email stating that my case was temporarily on hold pending review.Since then, I have contacted GoPro support over 10 times. Despite repeated assurances that they would follow up with the internal claims department and update me, I have not received any updates or a replacement camera.I have made several good faith efforts to resolve this issue directly with GoPro, but their customer service has been unresponsive and unhelpful. As a consumer, I am entitled to the warranty coverage that was promised at the time of purchase. This experience has been frustrating and time-consuming, and I feel that GoPro is not upholding its obligations to its customers.I am requesting the ********************** to intervene in this matter and assist me in obtaining a resolution. Specifically, I am seeking:A replacement GoPro camera under the terms of the warranty.A refund for the purchase if a replacement is not possible.I have attached copies of my purchase receipt, warranty documentation, and all correspondence with GoPro for your reference. Additionally, I am including a screenshot of my email showing how many times I contacted GoPro support, along with a document showing the case number and RMA details.Thank you for your attention to this complaint. I look forward to your prompt response.