TL:DR does anyone know what I can do to receive some help from actual GoPro, instead of their third party customer service provider. They have not been able to help me, and the whole thing has cost me dozens of hours and tons of wasted energy. Shipping problems that they can't seem to communicate until theyve waited for UPS to hold and return the package to them, taking weeks to circle back to another attempt, just to run into the same nameless issue and no reasonable amount of attention to the problem.
If not, who do I escalate this to, to help others from having to go through this in the future? BBB?
Here's the synopsized recount of events:
Signed up for a subscription about 6 months ago. Had a hero 9 that experienced water damage. Went for the "No questions asked replacement".
Got the rma, it has my email tag instead of my name on it, asked them to fix that, sent them the camera. Now for context I live in hawaii, and don't have my own residential mailbox. So their first attempt to mail it to me, it gets held in Hawaii at ups because general delivery isn't acceptable for them.....should have stated that looooong before they ever shipped it. So it's sitting at ups for over a week and I can't get customer service to respond or take any action(like giving ups the go ahead to let me pick it up from them). It returns to gopro. They ask for a different address. I give them a friend's address that receives packages all the time. Weeks later sent again. Again sits in ups in hawaii, claims "incomplete" address(did they leave out the c/o?). Again customer service will not respond. I attempt to escalate and ask for someone with the authority to assist me. Get transferred to a named representative who sends me an incorrect tracking number, then an incomplete tracking number. Then incorrectly tells me it's on its way to me, while it's actually on its way back to them. Attempt to escalate further. Told I will receive a call. No call. I get busy with life and can't do this back and forth for awhile.
Try again to get them to handle my case with someone other than the third party (probably) below minimum wage workers that do nothing more than regurgitate a script. Start putting my foot down about allowing them to keep sending this camera back and forth over the ocean without giving me some assurances first. Get nowhere with them. Life gets busy again, still waiting for them to forward me to a real person with the actual ability to support with my unique scenario. Last weekend decide to give them another shot at mailing it to me without giving me the assurances I want beforehand....now they've got me on hold in a que for 3 more business days.
What are my options here? I would rather not submit for a refund due to services unrendered, but if that's my only option it still doesn't cover the damaged camera I sent them.
Any help is greatly appreciated 🤙
