Bests & Worsts Reviews from Amazon

This review is being written for both the camera and subsequent customer service experience when the camera froze. Unfortunately, the abysmal customer service experience is driving the rating for this review. The good: The camera takes great still photos and video. It looks amazing on a hi-definition television. The camera is easy to use and setup. Changing settings in the Go Pro app is a very nice touch as well. The bad: I received the camera on December 31 2013. The camera was purchased to take on a snorkeling trip the second week in January. After a few uses, the camera froze on January 18. I contacted Go Pro customer service the day that the camera failed and spoke with Thomas who ran through the standard troubleshooting steps on the phone. After a few minutes, Thomas informed me that I would need to make a warranty claim. He set it up and told me to call back after the camera had shipped to expedite Go Pro getting a replacement in the mail to me. I shipped the camera on the 18th but because it was a Saturday, the camera did not actually go out until Monday morning. I called and emailed Monday January 20th to let them know that the camera had shipped. I received an email from Sterling with the following “Thank you for reaching out to us today, I'm glad to hear the package has been shipped! I've created the order for your replacement camera to be shipped out and we will be dropping this in the mail shorty.” I had not received the camera so I called back the following Monday (January 27th). I can’t remember the name of the person that I spoke with but he informed me that the cameras were back ordered the week before and my replacement had not been shipped yet but the replacement would go out that day. He told me that if I did not see my replacement by the end of the week to call back. Friday January 31st comes and goes and I still have not received my replacement. I called Go Pro and spoke with Austin this time. At this point, I am getting pretty frustrated with all of the lip service! Austin informs me that the camera had not shipped yet but would that afternoon. I expressed my frustration with the process and informed him what was told to me in previous conversations. His response was “well, sir, that was not what you were told”. As a matter of fact, it certainly was! I am again told to call back if I don’t see my replacement by the end of the following week. Friday February 7th comes and no camera. At this point, I call Go Pro AGAIN and speak with Nicole. Nicole informs me that she is not showing tracking information, nor is she showing that the camera has shipped. I am pretty irate at this point. Nicole tells me that she needs to go hunt this down and asks if she can call me back. Based on the poor customer service experience so far, I ask her is she is taking hours or a few days before she would have an answer and call me back. Nicole states that she will call me back within the hour. This was at 2:50 PM. At 5 PM, I had not yet heard back from Nicole. I called Go Pro back AGAIN. This time I spoke with Ryan. Ryan puts me on hold for a few minutes to research the issue. When he gets back on the line, he proceeds to tell me that the camera STILL has not shipped because Go Pro did not fill out the shipping information correctly…specifically, they had entered a billing address but no shipping address! Are you kidding me? Why was no one else able to fix the issue, or at a minimum, figure out that the camera was never shipped. Ryan was helpful and very apologetic. He shipped the camera and I should have it tomorrow. Nicole never called back either to make sure that everything was squared away. I guess when you are pretty much the only game in town you can treat customers any way that you want. While I have no issues with the fact that the camera froze (seems a bit odd, but sometimes things happen), I am appalled at the manner with which the “customer service” people treated the entire issue. If I owned Go Pro, I would be extremely embarrassed at the manner in which my employees treated a user of my product.