GoPro Reviews 3,103

I’m beyond frustrated with GoPro’s customer service. I sent in my GoPro for a manufacturing fault, and under Support Case #15639955, they promised a replacement. That was over a month ago, and despite multiple follow-ups, I’ve received no update, no tracking number, no apology — nothing.

They were fully aware that I needed the camera before my summer vacation, which also happens to be my wedding anniversary — a time I wanted to record special memories with my wife and kids. Their lack of action has not only caused me stress but has also ruined a moment I can’t get back.

I expected better from a company like GoPro. At the very least, communicate — don’t make empty promises and then go silent.

Case number: 15639955

I hope someone from your team sees this and finally takes responsibility.

Absolutely shocking customer service. I have a brand new faulty hero 13 that is completely useless. Unbelievably painful experience and still not resolved.

I would not even give them 1 star when it comes to the customer service. This is the worst I have ever seen. People should really stop buying from them. They have no options in their website to cancel and order and when you do reach out support immediately to cancel order, they lie saying that it’s packed in warehouse and ready to ship. Even if it is, the order can still be cancelled because it’s not shipped yet. After they denied returning order, they sent me email 3 hours later it’s ready to ship which literally proved order was not even worked upon when I asked to cancel. They just want people to hustle and have the shittiest service I’ve ever seen.

I purchased an underwater GoPro Hero 13 Black on the GoPro website. They took my money. More than a week later I have no camera and no tracking number. GoPro does not have a Customer Service telephone number or live chat. They do not respond to emails either. Feels like I was robbed.

I have a GoPro Hero 9 Black that I haven’t used for several years. I need it again and wanted to update the camera and pair it to my MacBook Pro and iPhone. The GoPro app is no longer available. The company directs to use GoPro Quik for Mac instead, but this is no longer supported. The camera doesn’t recognize the Quik app and I am unable to pair with my phone or Mac. I called their 1-800-565-9966 sales support number. It directs customers to gopro (.) com/help to request a call back to discuss issues. The customer service support for product or account support requests asks if there’s a case ID. I don’t have one, so I selected no. After that, there are no other options to move forward to ask for help. Stay away from GoPro products. There’s no product or customer support for existing customers. I wish I could give this company a negative rating. I purchased this camera at Costco and will share my experience with Costco management. Hopefully, they’ll stop selling GoPro products and prevent other people from encountering a loss of product use and value.

Good afternoon,

Last year I changed my subscription (downgrade), but I was still charged 99.98€. I lodged a complaint with the service at the time, to which I never received a reply.

This year, I downgraded my subscription again and, as a precaution, blocked the debit for the same amount (as shown in the attached screenshots).

I would like a clear explanation as to why I was charged for the "GoPro Premium Plus" subscription last year, despite the downgrade, and why you have tried to repeat this charge this year.

I have screenshots to prove the downgrade no Site Gopro.

Would give 0 stars if I could go pro overheats when recording and that not on a hot day then when i try to edit the app crashed and you can't use it on pc only apple products also after about 4 days of i finally get to edit and download it to my phone gets to 81% and keeps saying something went wrong shit product for the price don't recommend

No more customer support? My subscription has failed and I've tried numerous way to re subscribe to keep all my footage on cloud but you are now deleting it because you have not resolved my issues or even responded to me.

Terrible customer service, impossible to contact the team.

can’t ring to check on order with missing tracking number
no phone numbers on web site

Gopro have been exceptional. Through another retailer I purchased 6 gopro batteries with charger. Unfortunately they were very old due to the camera now being disused. I think they didn’t work because they were very old and not been charged for years. Gopro immediately told the retailer that they could look into finding replacement batteries or they could offer me a new camera as it was roughly same cost as batteries and chargers. I decided on the new gopro hero black 12 and I am delighted. This is the way buying products online should be. Many thanks to GoPro.

I’ve had an incredibly disappointing experience with GoPro.

Earlier this year, my Hero 10 completely died out of nowhere. Despite having a GoPro Subscription, it took a lot of back and forth with support to finally receive a replacement, a Hero 11.

Unfortunately, the Hero 11 also turned out to be defective. When filming in HyperView (and later SuperView), the footage becomes stretched, distorted, and completely unusable. Stabilization cuts out, and the issue occurs even in the camera's own playback.

I’ve done everything support suggested: firmware updates, resets, using different SD cards, you name it. I’ve sent detailed explanations and multiple videos showing the problem. Instead of real help, all I get are repeated requests to "try again" or "send another video." or "Try adjusting settings so the issue is no longer there".

This has been dragging on for weeks, and as of today I’m still left with a broken camera. I now have two faulty GoPro units and no replacement, no refund, and no resolution.

This is absolutely unacceptable for a premium product. I’ve lost all confidence in the brand and will not be buying GoPro products again.

Hero11 miss-sold as waterproof.
I bought a GoPro Hero11 Black for a trip to Australia. The product description said it was waterproof to 100 feet. Despite this I used a waterproof housing when surfing as a precaution.
A year later I used it snorkelling without a housing and it leaked. I was in the water for about half an hour and went no deeper than 10 feet.
Despite having paid for Premium membership, which offered a “no questions asked” replacement policy, it has taken me weeks to get through to customer services and when I did they want to charge me £144 to replace a camera that was not fit for use in the first place.
Poor product and abysmal customer service.

I have been fooled to many times this is my 3rd go pro and now im never buying another one.

They always freeze, then you update software and they still freeze and then few weeks later start overheat and then they malfunction and dont work.

When you are finally on vacation or on the spot taking pics and videos and you never know if its working or not it defeds the purpose of having it. Buy a waterproof phone instead Go Pro is dead now.

I could tell you loads more problems but i think you get my drift here, i have had 3 gopro cameras and i will tell you NEVER BUY ONE

I ordered a GoPro camera in February, and by March, I had to return it for repairs because it wasn’t working properly. The camera was sent back to me in April, but it’s still faulty – it overheats every time I try to charge it and is completely unusable.

Since then, I’ve tried contacting GoPro more than 10 times using the online contact form. There is no customer service number to speak to anyone directly, and I have not received a single response. It's incredibly frustrating and unacceptable for a company of this size.

I paid over £300 for the package, and I’m now left with a broken camera and no support. I had planned to use this for a family event with my children next month, and I’m now without a camera and out of pocket.

To make things worse, when I try to initiate a return, the system tells me my item is no longer eligible, despite this being a long-standing unresolved issue. I just want a refund at this point.

GoPro – your customer service is non-existent and this experience has been extremely disappointing. I expect someone to contact me immediately to resolve this.

I’m extremely disappointed with my experience with GoPro support.

I opened Case 15388611 nearly a year ago, and despite being told a replacement device would be shipped due to unavailability of my original model, I’m still waiting. I’ve received no meaningful communication or follow-up, and the lack of urgency is incredibly frustrating.

I purchased my GoPro around June last year and, to this day, have not been able to use it. For a company of GoPro’s reputation, this level of customer service is unacceptable. I expected far better support, and unfortunately, this experience has left me regretting my purchase.

Bought a GoPro 11 two years ago in 2022. Kept crashing when trying to video my dives in 2024. Although out of warranty, GoPro support assured me of a cam replacement initially. After loading their new software, the crash still happened (also tried factory reset, new SD card, formatted SD), support came back saying replacement is not supported for Singapore when I have been paying for a supposed subscription that touted that feature. Potential buyers and current users, beware of their “too good and too reassuring promise” for cam replacement. It’s all a lie and when GoPro is unable to perform as promised, they completely ignore your emails and service ticket from their own portal.

Amazing Experience with GOPRO Support! Had some problems with my Hero 9 at the end of warranty, reported them 2 months after warranty expired and they replaced my Camera with a Hero 12 with a quick and easy process. Delighted with all the help and quick answers.

GoPro Support is the WORST! Ongoing nightmares with GoPro support. They lie about everything and delay.... Honestly the worst customer service and support from any company I have ever dealt with... 100% Fail....

Absolute rubbish! I bought a Hero 11 Black Mini two years ago. It worked for a week on holidays abroad and then the next time I used it it died after 30seconds.
GoPro replaced it at a substantial cost, took it out today to set it up and nothing! It won't power on, take charge, connect to laptop. Dead as a stone. Overpriced rubbish.