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-   -   GoPro: Horrible Customer Service (http://www.advrider.com/forums/showthread.php?t=864364)

Rob.G 02-19-2013 07:41 AM

GoPro: Horrible Customer Service
 
A couple months ago, I bought a new GoPro Hero 3 Silver (from CycleGear).

A couple weeks later, I bought two extra batteries for it (from Motorcycle Superstore), since the batteries are only good for about 2 to 2-1/2 hours.

Both of the extra batteries I bought (I know because I marked them, 01, 02, 03 -- with 01 being the one that came with the camera), have gone bad after only one or two cycles. They no longer charge or anything.

I contacted GoPro about this a month ago when the first one quit, and got a long, canned, idiot response with questions like, "are you sure you plugged it in?"

The other day, after discovering the second one was bad, I replied to it and explained again, in detail, what happened. This morning, the response was, "our batteries don't carry any warranty, sorry."

I will contact Motorcycle Superstore and see if they're willing to cover the batteries... but in any case, this thing is getting sold and replaced with something else... Contour, or who knows what. I just think it's BS to not have a warranty of some sort on your products, even a battery. I mean, really? 90 days would be acceptable. This is just BS.

Anyway... thought I'd post about it in case anybody was considering a GoPro product. Keep that in mind.

Rob

Smoke Eater 3 02-19-2013 07:47 AM

Unfortunately, I've heard the same thing from other people. It's actually kept me from buying one at this point. On the other hand, batteries are tough. Battery technology is crap. The next big thing is probably better batteries for everything.

Noth 02-19-2013 08:29 AM

Thanks for the heads up.. GoPro to be avoided.. I guess

MrHix 02-19-2013 08:36 AM

I just called GoPro and they said all batteries had a 1 year warrantee.

2 stories from the GoPro reps?

MrHix

Rob.G 02-19-2013 09:24 AM

Quote:

Originally Posted by MrHix (Post 20760501)
I just called GoPro and they said all batteries had a 1 year warrantee.

2 stories from the GoPro reps?

MrHix

That's very interesting. I may have to call them too, because I have an email from them saying they don't. I hope your guy is right.

Rob

Phat Ham 02-19-2013 10:14 AM

http://gopro.com/support/articles/warranty-information/

Quote:

GoPro products and accessories are guaranteed against manufacturing defects one (1) year from the original date of purchase.
There's nothing in there that excludes batteries.

Ceri JC 02-19-2013 10:49 AM

Sounds like the camera itself is toasting the batteries (IE over charging them in some way). Do you have access to another Go Pro to try them in? It is possible it's under-charging them (IE incorrectly reading them as fully charged, when they're near-empty) and trying to charge and use the batteries in another Go Pro would help diagnose this.

Mind you, you shouldn't need to do all that yourself; should be a clear cut warranty job. :deal

GB 02-19-2013 11:17 AM

Just send the batteries to GoPro in california with a copy of the invoice. They replaced my camera that way no question asked.

TimothyCaseTimothy 02-19-2013 11:33 AM

My camera was overheating WHILE SKIING...returned the whole darned thing...now my new camera won't record for more than 20 seconds at a time...all in a all a very positive experience... :puke1

beergut 02-19-2013 11:37 AM

Let me share my story:

This past summer, I was riding my (old) KLR with my GoPro on the side of the bike, hanging off the fairing. (all GoPro mounts) It has been there many miles, and has made it through the crappiest of roads with no issues.

When I was stopped for fuel, a gentleman came up and was checking out the bike and noted that the GoPro looked really flimsy on the bike. I said it had been there for many miles, no problem what so ever.

-I hit the highway and 3 miles down the road from where I got gas, I looked down and sure enough, my GoPro arm snapped.
I turned around and went back to search, of course didn't find it.

I called GoPro expecting to hear :rofl. Much to my surprise, they asked for pictures, proof of purchase and my 'story' via email. I get a reply almost instantly that they would take care of the situation and ship me a new camera. It did take a few weeks but I ended up getting a new camera, battery, case and arm out of the deal. Excellent service. :wink:

STUFF2C 02-19-2013 12:04 PM

I have WAY to much Go-Pro stuff and have yet to ever have a problem with any of it.

All the updates I have done have taken the first time (i read about people having issues with this).

Love their stuff!!!!!!! :clap

johnno 02-19-2013 01:24 PM

I broke the latch on my 7 year old original gopro, sent their customer service an email asking if the new cases would fit mine, they asked for details then sent me a brand new case free of charge, excellent customer service, you can't get better than that

acesandeights 02-19-2013 04:31 PM

I bought myself a Go Pro Hero 2 for Christmas. I've gotten about four minutes of video and two or three pictures. The battery dies within minutes. I've tried a number of things and finally emailed Go Pro. The customer service/technician asked via email that I delete and update the firmware. I had the same version as was asked to install, but it appeared to at least allow me to turn on and off the camera and the battery didn't die after approximately four minutes. That's the longest it's lasted. I had to go back to work so I don't know if it's dead yet, but I'll see when I get home. At this point I sure hope it works as advertised, but I have no confidence in it and wish I'd never bought it. I'd rather have a nice point and shoot instead at this point, but my "ruggedized" point and shoot won't die so I bought the Go Pro. If I have a single problem with it again I'm going to see if I can return it.

ETA, customer service can be great, but the product has to be worth owning. At this point, I'm not sure it is.

RideFreak 02-28-2013 01:43 AM

Go Pro replaced the 3 extra batteries I purchased with my H3B, They also replaced a GP HD I had go bad last year with a brand new one 350 days into the warranty. I feel the H3s were released before they were ready, that coupled with a big batch of bad batteries made for some irate customers.

I'll stick with GP, they treated me well and I haven't seen a product worth swapping it for.

bracky72 02-28-2013 04:52 AM

The bottom line is the video quality of gopro cameras is better then the competition. A contour is crap in comparison.


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