Customer satisfaction done right – GoPro

Hi guys, today I wanna share a little customer satisfaction story with you.

As some of you might remember, my first post in this blog was about GoPro and their entry-level HERO camera, that I bought back in the beginning of 2015. It was a nice camera, it went through a lot with me, but last month it broke. I was on a ski trip in the French Alps and decided to mount the camera on the tip of my right ski, so that it’d capture myself for a change. Sadly, it went wrong and the mounting thingies on the bottom of the camera housing broke off. If you are familiar with the model I am talking about, it looks like this and the camera cannot be taken out of the housing.

What mine looked like after the ‘incident’


I contacted GoPro Support in the end of January and asked them what can I do, since the housing cannot be replaced. The camera was bought in early 2015 so there was no warranty on it, plus there was nothing wrong with the camera itself, I guess I just pushed it too hard and broke the housing mounts, I don’t know. You can imagine how surprised I was when I got a response a few minutes later.

‘Thanks for reaching out to GoPro Support. We love our gear and never like to hear about a user experiencing problems with theirs. We would like to get a better understanding of what happened to see what we can do to help out.’

So far so good. They wanted some personal information, the above photo, proof of purchase, etc. But as I read forward I came to the last sentence. And I couldn’t stop myself from focusing on it alone.

‘Please bear in mind that physical damage and wear and tear are not covered under our warranty, but we’re more than happy to take a look at what happened. Once we hear back with all of the above information, we will have a better idea of what we can do to help out.’

I was sure… I ain’t getting any help from GoPro.

And then they asked me to send my camera in so they can check it up and see if they can help. I allowed myself to be hopeful again. Maybe they’d check it up and offer to replace the housing for some reasonable amount? Or maybe they’d replace it for free? So I went on and sent it via UPS on the 2nd of February. GoPro provided me a label, so the shipping was at no cost to me. It arrived in their service office in the Netherlands on the 7th of February in the afternoon. Nobody called or e-mailed that it had arrived. I guessed they are assessing whether they can fix it or not and decided to wait for a couple of days before contacting support again.

So imagine my surprise when I got a text from DHL on the next day (yes, the 8th of February, the very next day!) saying that a parcel is heading my way from The Netherlands! I checked my e-mail to see if GoPro support has contacted me, but there was nothing there. Also, it said it’s supposed to be in my home town in Bulgaria on the 9th by end of day. Now that’s peculiar! I don’t think they can deliver that fast… But I spent the whole day checking the DHL tracking (and some of the night) and I actually just got the call from the delivery guy that the package is delivered to my dad’s office. Apparently, I recently use this address for deliveries because there’s always someone there to sign for whatever gadget has arrived. So I am writing this while being super psyched about going there to pick it up, which I will do in a bit. So I am saving this as a draft for now…


I actually got a brand new one! It said HERO WARRANTY REPLACEMENT on the box. Brand new and shiny πŸ™‚

So, here’s my verdict! GoPro are the best! Best customer experience ever! Can’t wait to receive my Hero 5 Black that I also ordered when the Hero was broken. I can’t wait to use those two together, to capture different angles, etc.

I guess that’s for now, hit me up on twitter, follow me on Instagram, comment below about your favorite customer experiences or drop me a line at i @ brotherlemon . com.

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