GoPro Hero 3 Black edition, customer service on a return

[Mojoe]

I went to an event with a GoPro booth. I gave my info for $100 of voucher in the email. Email came and I order the Hero 3 Black edition. Got it in the mail and opened it up. Powered on and then died. So I plugged it in to charge it. Red light was on for 15 minute and went out. I thought that was pretty quick for a charge, but ok. Push the button and hold, it won't power on. I try this endless time’s, and nothing. I call customer service and walk through with them. The guy tells me “if it doesn't power on tomorrow, we will replace it". WTF? I said I was calling NOW, because it's not powering on. He says he will email me a RMA return voucher. Three days, and no RMA. I call again and he says he's waiting for me to send him the serial number and the receipt. He never said anything about that the first call. Well now I'm 100 miles from the camera. So I email my invoice for my order and ask if it will work because that's all I have. No reply for 2 days. I call again to see what's going on. He says he's waiting for the serial number on the camera. I said I'm waiting to see if the receipt was ok still. He said it was ok and to send the serial number. So I do and then the RMA is in my email. However, it's just for the camera. I call again and talk to a different guy. I said, shouldn't the battery go too, since it is the power source. He agrees and alters the RMA. Then tells me once I ship it to email him the tracking number and he can have a replacement shipped to me before they actually get mine in. I'm thinking that's pretty cool. So I email him a picture of the receipt with the tracking number and write the number in the email on Feb 27th. I call today to see that he got the email and tracking info. They tell me that's not a real tracking number. I insured it, and the tracking info is printed right on the slide of the slip. I ask the guy if he is looking at the picture and sees the number on the slip and he says yes. Then he tells me I'm best to call the post Office and get the tracking number from them. DAMN IT!!!!

So I call the Post Office, who has about the worst automated call process ever. Finally, I get a person on the phone and gave her the tracking number. She tells me it was delivered to GoPro on March 1 at 12:45. You have to be kidding me!!!

I call GoPro back and talk to, a 3rd or 4th guy. He pulls up my info and says the tracking number is no good also. I tell him it’s already delivered and they have signed for it. He tries again and adds “US” to the tracking and it shows up in the system. He say’s I’ll ship that right out, check your email for the shipping order coming back to me. I check it, and there’s no battery included. I call AGAIN. I asked why it’s not on the new shipping invoice. He said it was over looked and he will make the needed correction for me to receive everything ASAP.

I felt like I was talking to people who didn’t want to be on the phone. Who didn’t know how to do their job, or think past what was directly in front of them. Incompetent is really all I can say. With the exception of one the guys, whose name is Bret.

I have two days on the track in Florida this weekend. This damn camera better be he before then.

Cliffs:

Ordered cam form GoPro

It won't turn on

Huge pain getting info to ship it back

Bigger pain once it was sent back

GoPro ships replacement and screws up by not including the battery

GoPro customer service is not very customer friendly.

[Cdubyah]

Your review seems to reflect alot that I have read for the GoPro 3. Sometimes the camera works, and the customer service is terrible.

I was considering picking one up for the upcoming season. But reviews like your's are too plentiful, and have caused me to re-consider the purchase.

[Hoblick]

that sucks Joe, hopefully you get it before we leave

[bowdog]

Thanks for taking the time to write this, I have also been thinking of picking up a new GoPro but may rethink the 3 now.

[Mojoe]

I have been a huge GoPro fan boy for a long time. I was given a Conture HD camera, GoPro's biggest compitition, and then gave that way. To go through all this is a bit of a kick in the balls. Let alone, I had to pay to ship back their broken camera. WTF is that?

Glad it helps you guys. I will repost once everything is done, so this isn't just one sided. But they have some serious ground to make up.

[8Rider6]

This may be simply a case of the battery being dead. I also have the Hero 3 Black Edition. When I first got it, the battery was very close to empty. Charging it isn't very straightforward either...

I left it plugged in via USB on my computer overnight and it didn't really charge it. You pretty much have to use a wall charger. Right now I use a wall charger to USB while the battery's in the camera. I've also read you should turn the camera on (if possible) while it charges, otherwise connect it so the red light in front is on to charge until you can turn it on, then turn it on and let it charge the rest of the way (so the LCD screen has a progress animation).

The best sure fire bet it to get this kit:

http://www.amazon.com/Wasabi-Power-Battery-AHDBT-201-AHDBT-301/dp/B00AAIPT76/ref=sr_1_1?ie=UTF8&qid=1362456742&sr=8-1&keywords=wasabi+gopro+hero3

Unfortunately I bought one and haven't been able to find it for a while, but it's a great price for 2 extra batteries (slightly higher capacity than normal), a wall charger, and car charger converter... I might just order another, then I'll have a total of 6 batteries when I find the other.

I also have a Contour +2. The Hero 3 Black Edition has better video quality hands down as it's got a better image processor. Low light, color, and smoothness are all better. The Hero 3 can do 1080 at 60FPS, 720p at 120FPS, and 480p (840x480 I believe) for short clips at 240fps, so it has some nice slow motion capabilities.

However, I think contour is easier to use, and its profile works much better as a helmet camera. I would suggest the Contour Roam 2 for overall price and quality as a helmet cam, but the Roam doesn't have a removable battery like the +2, which can be quite limiting. If I'm riding, I often like to carry some spare batteries to swap out.

Currently, I'll be using the Contour as my helmet cam, and the GoPro mounted elsewhere on the bike (lower fork for now).

Edited March 5, 2013 by 8Rider6

[Kmanlyst]

Was looking at getting a Hero 3 but now think I will just get a Drift Ghost instead.

[BDBGoalie]

New charging technology I'm seeing a lot lately involves amp sensors. If you plug into a computer or basic phone charger, the amperage isn't there and it defaults into a trickle charge mode. Pick up a 2A charger and this seems to alleviate the issues.

I don't know if that is your problem, but it may help.

[NinjaDoc]

Despite all the neg reviews, I am still gonna take a chance with gopro3 coz its specs simply beat others and if put to good use prof grade videos can be made easy, hoping to pick one this season.

[Mojoe]

Thanks for the replies on here. And thanks for the link 8rider6. I ordered the kit.

I'm not posting this to turn people away from GoPro. But if you run into the same thing, or ever have to deal with customer service, this is a FYI.

I'm emailing the Rep I met with at the event to let him know how this all went. I think there is a change they can make and I hope to see them do it.

[gixxie750]

I have had sooooo many go-pro problems that i will never go back. The contour has crashed,dented,been wet and generally abused. Its on year 3 now and still kicking. My ONLY problem is the mounts cost a small fortune.

[Kmanlyst]

I have heard/read a lot of reviews about bad customer service and for me that is a big selling point if you want me to buy your product.

[TopLeft]

As much as I'd like to consider the Contour, it's housing for what I want doesn't negate vignetting. At least not yet in a housing that does what I need.

[ReconRat]

Noticed today that Vivitar, Polaroid, etc, are all making GoPro knock offs now, and even some Contour knock offs, and even some unique designs of their own. There's a bunch of cameras out there now. Even Coleman sells a cheap sport cam. edit: From what I read, the Coleman is a joke/junk.

I did notice that the mini SD card is being used a lot. And it appears that some of the cameras do not have an easily replaceable battery. It looks like some have to be hooked up and charged. Not good unless it can run on vehicle power ok.

Edited March 7, 2013 by ReconRat

[RHill]

I had a good experience with the customer service. Quick response to emails, after verification that it was recenetly purchased, they replaced the quick clip and gave me two spares.

I've heard of a few issues with the blacks, kind of has me leaning toward a silver or another hd2 for a second camera.

Hopefully we can get some competition going and reduce the costs of these things.

[JCrazy]

That's sucks. Just reading that made me mad too! They'd get some lip from me. Hopefully that doesn't happen to anyone else. Shouldn't have happened to you either though.

[Mojoe]

Two days ago I emailed the rep I met with locally, with all this info. I have not heard from him at all. GoPro service has given me the impression that it's very young people, with little work ethic or concern for quality care. They did enough to say they did their job if confronted, and can put the blame else where. I will agree with Rhill, they reply quick to an email. But the resolve was not in the email for me. More than 3 of the 12+ emails I have over this, are nothing more then them linking their reply format without addressing what I emailed them about, or comments from them at all. It was more of an auto reply, and that was just pissing me off more.

I can't deny I like the working product I have had in the past. I just hope this isn't a sign of a downward turn for a company I have liked a lot. For what I want a camera for, and how I use it, there aren't others that would be a 100% replacement for a working Hero 3 Black edition.

Edited March 6, 2013 by Mojoe

[Mojoe]

GoPro update; the shit storm continues.

When we last left off, they were shipping my replacement gear out Monday and I would be getting an email with the tracking info. No email came, so tonight I called them for the info to track if the delivery would be tomorrow or Friday. Mind you, I'm leaving for Florida Friday night for 2 days on the track.

Their guy gets on the phone and looks up the info, the tells me the battery should SHIP tomorrow or Friday. I hold off, and ask about the camera. He tells me they are expecting a new shipment to be to them by Friday and will Ship mine from that shipment. I'm losing my mind at this point. I had asked for a supervisor on 2 of the other calls and they were" in meetings". I asked this time, and same thing, but he promised they would call me back in like 10 minutes. 30 minutes later, after I ate, I called again. Finally get a manager that was "just about to call me". Now I running through the whole deal with him for 30 minutes on the phone and finally, I can hear it in his voice, he is a little embarrassed and pissed. He can see all the calls and the mistakes.

I told him to put on a damn cape and save the day here. With some conviction, he said he would overnight my items to me and include any mount I would like for free. I chose the suction mount. So once again, I'm sitting here hoping this all works out before Friday night. He did email an invoice, and he said he was able to get a hold of what I needed without waiting for the "shipment" to come in. I asked that he check the new gear to be sure it works before shipping it. He said he would.

[Helmutt]

Damn man, what a shit dumps worth of issues for such an expensive product. Hopefully mgmt comes through on the promise of working equip and extras BEFORE you leave out. Scenarios like this make me 2nd guess spending that much on something only to get dollar store customer service

Consistency and quality customer service should be protocol for the "best" name in sport cams

[Mojoe]

Yeah, I'm getting my balls dragged through glass on this one. The manager seems to have taken this over. I have had 2 emails with info, to include a tracking #. And he called me about 10 minutes ago to tell me tested the camera and equipment himself before it was boxed up, to ensure it all worked. At least for now, I feel like things are looking to come through. But it goes to show you, if you don't follow up, you will always be let down. As pissed as I was, I'm glad i called tonight. Had I wait til tomorrow, I think I would have had no camera this weekend.

[kawi kid]

damn dude. I was holding one of these in my hands last night thinking i was needing it. glad i didnt get it now. hope it all works out

[bshultz0930]

well? did you get it?!?!

[Mojoe]

I did get it in. The controls are still a little jacked up. I had to pull the battery to power it off. Then the charge light wouldn't go out after about 3-4 hours of charging. I had to unplug it and plug it in several times. Then I had to remove the battery a few times and plug it in for the red charge light to go out, indicating a full charge.

So the only thing I can report at this time is, it powers on, but not other buttons are functioning as they should. Wifi seems to be on all the time, even when I try to turn it off, the light still flashes showing it's still on. I haven't even been able to do the update with it because I've been messing with getting it to charge and function. I mess with it more later.

At least it got here in time. Now for it to work.

[Mojoe]

Got the GoPro to where I thought it was working. Mounted it up and headed out of the track. Track was flagged for a biker down and we were brought in. The camera ran for about 10 minutes. I tried to stop the recording, it wouldn't stop. I tried to turn it off, it didn't respond. I had to pull the battery. Then it wouldn't power on again. I was riding pretty good, for me. So I was beyond done messing with this camera and put it away.

I called GoPro that night and for the forst time they tell me the SD card needs to be a class 10 for speed to function. I was running a class 4. It was explained why the camera would freeze and die. I tried to get a class 10 that night, but it was late and could not find one. So, when I got back intown yesterday, I picked one up. I should add, at this point GoPro's management people were calling me daily to see how things were going and helping trouble shoot. The new SD card recorded over an hour of vid last night and the functions work as they should. I'm told several of the people that worked with me are going to be recieving "individual training" to ensure this issue is addressed early on in trouble shooting. I suggested a bright sticker or something to make it a must have. Hell, they could have included one @ $400.

Cliffs:

Make sure you have a class 10 SD card.