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What‘s wrong with GoPro?

Discussion in 'Karma Discussion' started by Dropi57, Jan 9, 2018.

  1. Dropi57

    Dropi57 Member

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    Location:
    Lake of Zurich, Switzerland
    I had a very enlightening chat with GoPro support this morning. Reading about the company‘ financial troubles, may I suggest they invest in teaching support staff the basics - money much better spent than throwing away millions on restructuring!

    The following is the transcript sent to me by the chat system:

    Thanks for chatting with us! As requested, here is a copy of our recent conversation for your record, should you need to reference it in the future.

    If you ever have any more questions or concerns, you can reach back out to us at the link below, please do not reply to this automated email.

    http://gopro.com/contact-us
    Many Thanks,
    GoPro Support

    Chat Started: Tuesday, January 09, 2018, 17:33:28 (+0800)

    Chat Origin: English Sales - Lison

    Agent Aaron P

    ( 2s ) Aaron: My name is Aaron. How can I help you?
    ( 30s ) Visitor: Hi Aaron, where can I register my new product, the Karma drone
    ( 45s ) Aaron: Thank you for contacting GoPro Support. I would be happy to help.
    ( 1m 33s ) Aaron: Do you have the GoPro Care?
    ( 1m 42s ) Visitor: No
    ( 2m 14s ) Aaron: Was it registering it to the GoPro Plus?
    ( 3m 9s ) Visitor: No, product registration: drone, hero 5 black and karma grip - it was one package
    ( 3m 39s ) Aaron: I see.
    ( 3m 54s ) Aaron: Let me double check this one, give me a moment please.
    ( 4m 0s ) Visitor: OK
    ( 4m 8s ) Aaron: Thanks.
    ( 8m 52s ) Visitor: Hello?
    ( 9m 11s ) Aaron: Yes. I'm still here, i do apologize.
    ( 9m 26s ) Aaron: Are you registered to the GoPro website?
    ( 9m 38s ) Visitor: Yes, I am
    ( 10m 47s ) Aaron: I see.
    ( 11m 2s ) Aaron: Are you already on the GoPro website?
    ( 11m 7s ) Visitor: Yes
    ( 12m 17s ) Aaron: Alright.
    ( 13m 3s ) Aaron: Are you trying to register it to the main GoPro website or on the Quik for desktop?
    ( 13m 32s ) Visitor: Homepage
    ( 15m 22s ) Aaron: Alright.
    ( 15m 47s ) Visitor: Sorry, but I don't understand why you are asking all these questions. I repeat my original request to you: I purchased a Karma drone, in a package with a Hero 5 Black and a Karma Grip. I want to register these products, where can I do this?
    ( 16m 54s ) Visitor: I have been in this chat for more than 15 minutes - this isn't rocket science. Am I missing something?
    ( 17m 19s ) Aaron: Alright. Let me get your serial number so that I can document this.
    ( 18m 56s ) Aaron: I mean the serial number of the camera.
    ( 19m 41s ) Visitor: I think I need to involve my consumer protection agency. Please provide me with a web address, where I will enter all the information to register the products I have purchased
    ( 20m 21s ) Visitor: You are obviouly stalling, unwilling or unable to give me the required information
    ( 20m 45s ) Visitor: Last chance: please type the information I requested
    ( 20m 51s ) Visitor: NOW
    ( 21m 43s ) Aaron: I do apologize, there's no need to register it, since the camera, karma grip and Karma drone are under warranty, there's no need to register it.
    ( 22m 42s ) Visitor: Thank you
    ( 23m 0s ) Aaron: You're welcome, and I do apologize again for the confusion.
    ( 23m 10s ) Visitor: Bye


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  2. drew1182

    drew1182 Member

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    Untrained and uneducated representatives. Look at my post right before yours today.
     
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  3. chrismatthewssr

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    Sounds to me like Aaron needs to be trained, I would say retrained but don't think he or she got it the first time, good luck
     
  4. Shred

    Shred Member

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    Thanks for sharing.. i wish i had a copy of my last communication... sounds about the same... really bad customer service
     

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