SmallBizGenius Analysis

GoPro receives mixed feedback, with many customers praising the camera's video quality and features, but a significant number report issues with customer service, product reliability, and subscription management. While the camera itself is often lauded, these negative experiences contribute to a low overall Trustpilot rating.

Category Breakdown

Scores based on analysis of 288 recent reviews

Customer Service

2.5/10

Numerous reviewers express extreme dissatisfaction with GoPro's customer service, citing issues such as unresponsiveness, unresolved cases, and the inability to contact support via phone. Many customers report that their cases are closed without resolution, and they struggle to get assistance with refunds or replacements, as one reviewer stated, "Customer service is non existent."

55 reviews mention this

Product Reliability

4.0/10

Several reviewers report issues with the reliability of GoPro cameras, including freezing, overheating, and malfunctioning within a short period. Some customers mention that their cameras failed during important events, such as vacations, leading to significant disappointment. As one reviewer noted, "Bought Hero11 which started malfunctioning within 6 months."

30 reviews mention this

Subscription Issues

3.0/10

Many reviewers complain about problems with GoPro's subscription service, including unauthorized charges, difficulty canceling subscriptions, and loss of cloud-stored footage. Customers report being charged even after canceling their subscriptions and struggling to get refunds, with one reviewer calling the subscription a "scam."

25 reviews mention this

App Functionality

4.5/10

Several reviewers criticize the GoPro Quik app for being buggy, unreliable, and difficult to use. Customers report issues with uploading files, saving videos in desired formats, and the app freezing or timing out, leading to frustration with the overall user experience. One reviewer described the app as "complete trash."

15 reviews mention this

Shipping and Delivery

2.0/10

Some reviewers report issues with shipping and delivery, including lost packages and delays. Customers mention that GoPro does not provide adequate support in resolving these issues, leaving them without their purchased products or refunds. One reviewer stated that their order was lost by UPS, and GoPro ignored their emails and refused to issue a refund.

10 reviews mention this

Camera Quality

8.0/10

Despite the numerous negative reviews, some customers praise the video and image quality of GoPro cameras. They appreciate the stabilization features and overall performance in various conditions. One reviewer mentioned, "The GoPro itself is brilliant — no complaints there."

10 reviews mention this

Pros & Cons

What Customers Love

High-quality video and image capture Mentioned 10x
"The GoPro itself is brilliant — no complaints there."
Effective image stabilization Mentioned 3x
"Well I'll start off saying that most action cameras either have one or two main functions and almost all don't have MODs for the effects. Where GOPRO sold me for life, is the application Quick start"
Quick resolution of issues in some cases Mentioned 3x
"Solved my problem super fast and easy, even after my varanty ran out. Very helpfull team and a good company, can only recommend."
Exceptional service from some representatives Mentioned 2x
"Had a Gopro hero 3 for a few years, forgot the wifi password. Emailed Tech in the morning within a couple of hours they'd sent a guide to reset and all now working. Thanks Ally P in support."
Quick start application Mentioned 2x
"Where GOPRO sold me for life, is the application Quick start was just that from the second Isigned up for my subscription,I found myself creating Trips adventures to use mine"

Common Complaints

Poor customer service with unresolved issues Mentioned 55x
"Extremely disappointed with GoPro. I’ve had multiple open cases for the same issue, and none of them were ever resolved. Their customer service is terrible they constantly close your case without acting."
Unreliable product performance, including freezing and overheating Mentioned 30x
"Bought Hero11 which started malfunctioning within 6 months."
Subscription issues, including unauthorized charges and cancellation problems Mentioned 25x
"THEY KEEP STEALING MONEY FOR A SUBSCRIPTION I CAN'T CANCEL. NEVER SUBSCRIBE. SCAM SCAM SCAM"
Buggy and unreliable GoPro Quik app Mentioned 15x
"Very good quality but not many options, the app is complete trash always bugging , you can't save in a "normal person" file extension (it saves as HEVC)."
Shipping and delivery problems with inadequate support Mentioned 10x
"Ordered a Hero13 and accessories December 11th, was due to be delivered the next day but was lost by UPS. A month later and now GoPro are ignoring my emails, but haven’t refunded my money and won’t let me know if they will send a replacement."

Common Questions About Gopro

Answers derived from customer review patterns

Is GoPro legit and trustworthy?

GoPro is a well-known brand, but these 100 reviews reveal significant concerns about its trustworthiness, particularly regarding customer service and subscription management. Many customers report unresolved issues, difficulty obtaining refunds, and unauthorized charges. While some customers praise the camera's quality, the prevalence of negative experiences suggests that potential buyers should proceed with caution. For small businesses, these issues could translate to lost time and resources, making GoPro a potentially risky investment.

Based on 45 reviews

Does GoPro have good customer service?

Based on these reviews, GoPro's customer service is a major point of contention. A significant number of reviewers describe it as unresponsive, unhelpful, and difficult to contact. Many customers report that their cases are closed without resolution, and they struggle to get assistance with refunds or replacements. The inability to contact customer service via phone is a recurring complaint, with customers forced to rely on slow and often ineffective email communication.

Based on 55 reviews

Is GoPro worth it for small business?

Whether GoPro is worth it for a small business depends on the specific needs and risk tolerance of the business. If high-quality video capture is essential and the business is prepared to troubleshoot potential technical issues independently, GoPro's cameras may be valuable. However, the widespread complaints about customer service, product reliability, and subscription issues raise concerns about the overall value proposition. Small businesses that rely on dependable equipment and responsive support may want to consider alternative options.

Based on 30 reviews

What is GoPro's return policy like?

The reviews do not provide specific details about GoPro's official return policy, but they do highlight numerous issues with returns and refunds. Customers report difficulty in getting refunds for faulty products or subscriptions, with some claiming that GoPro ignores their requests or closes their cases without resolution. The lack of transparency and support surrounding returns and refunds is a recurring theme in the negative reviews.

Based on 15 reviews

Why are customers complaining about GoPro subscriptions?

Customers are complaining about GoPro subscriptions due to unauthorized charges, difficulty canceling, and loss of cloud-stored footage. Many customers report being charged even after canceling their subscriptions, and they struggle to get refunds for these unauthorized charges. Additionally, some customers claim that GoPro deletes their cloud-stored footage without warning, despite them paying for the subscription service. These issues contribute to a perception that GoPro's subscription model is a scam.

Based on 25 reviews

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