I tried replacing my GoPro mini 11 on the 9th of February as I took it out for the first time on the 7th. I noticed it would not turn on right away and then when I tried to charge the device, the red light would come on briefly and then turn off, never charging the device. The phone process seemed seamless as I was told I would get an email with a return label. Then I received l an email referencing my ticket number and saying to use it to further the process and the SN was needed for the records. I was confused as I was told it was taken care of and I just had to return the device. So, I emailed a photo and did not hear anything. I decided to call back on the 15th of February to see what was going on. This time, I was sent a link to upload a photo. I was also told I need to send a video via a YouTube link of the device not working! After much discussion, I was told I could skip this part and I was good to go and a return label would be provided via email. Once again, pure dissatisfaction with your customer support. No return label was sent via email. I received an email on the 17th saying my case would be closed out if I did not contact customer support. So, I emailed support saying I still did not get a return label. Of course, a standard bot email was sent back saying I need to contact customer support during the hours of operation. At this point, I was so fed up with customer support, I just wanted to return the device for a refund as I do not want to endure another scenario such as this if my replacement does not work. Once again, I spent another day discussing the issue with customer support. At this time I was told I need to upload my receipt from my online order! The order you already have and the receipt of my transaction! I asked for a refund as I did not want to deal with this company any longer. I was told I was past my 30 day timeframe for a refund and could only get a replacement. I asked to speak to a manager to waive this policy as I have been jerked around for weeks for just a replacement on a defective product. I was told I would get a call in one hour…A few hours later, I received a call and was told the same thing that I could not get a refund. I was also told my problem is an isolated incident and nobody else had this issue. Well, after this happened to me the first time, I did some research and found this to be an issue with the mini 11. I was told this was untrue by the lady on the phone. After much argument, I decided to leave it alone as the customer support was never on my side from the start. I was told I would get an email with a return label in a few minutes after the call. Wow, I did! Of course, this is after weeks of a headache and lost time using the GoPro as I am currently in the process of buying land and recording our walkthroughs for our situational awareness. Now, I'm going away for a few weeks and still do not have a working GoPro since it took so long for me to even get a return label. I'm absolutely disgusted with this company and the lack of customer support! I didn't even want a refund in the beginning, just a replacement. But, the weeks of disgust led me to just despise this company. I told them I would be writing a review everywhere I can to tell everyone they are horrible. She did not care, so here is one more review location to allow other to make a purchase from another company. Fix your customer service!

GoPro? Go Pro?
This company is more synonymous with the word STOP!
As in cameras often overheat/freeze/stop.

Further...
Most important there is not merely a lack of support and resolution,
THERE IS NO SUPPORT AND NO RESOLUTION.

Here is a copy and paste exchange after nearly 2 months of back and forth chat sessions (8), emails to support and corporate (10),
DON'T BOTHER TRYING TO CALL ANY PHONE NUMBER...
AS THE # EITHER AUTOMATICALLY DISCONNECTS
OR NO ONE EVER ANSWERS THE PHONE.

My solution...
GO BETTER! Choose another camera. Choose another company.
GoPro may promote camera technology, but their support is BELOW POOR... IT IS REALLY NEARLY NON-EXISTENT.
Ready the copy/past below and draw your own conclusions.

Greetings from GoPro!

Hope you're doing great!

I am sending this email to follow up on your existing case. I already got a response from our team. Please check back on the VIP website periodically as there might have been an issue with the website.

With all things addressed and your permission, I will now consider this case closed and resolved. However, please do not hesitate to reach us back and the case will open again if should you have additional questions and we will be more than happy to assist!

Many Thanks,

Catherine B.
GoPro Support

Ref:_00Do0HJuF._5003b1Sb7dZ: ref

MY RESPONSE:
Initially wrote you Catherine on January 15! That is 3 weeks ago. I have moved on, but attempted to log in again.
SAME ERROR message.
How can I give you permission to close the case when you already closed it.
Furthermore the issue was not and still is not resolved.
Just forget it!
I will be posting the past 2 months correspondence with gopro chat, gopro support and gopro corporate on-line.
I WILL NEVER BUY, PROMOTE ANYTHING RELATED TO GOPRO.
The errors have gone on for over 2 months since I started chatting and e-mailing with GoPro back in the 2nd week of December.
UNACCEPTABLE!

For you Tech inclined people:
Be wary of their firmware update.
It can render your memory card useless, forcing you to buy another one.
The type of memory card you buy can and should correspond with what resolution and f/p/s you want to shoot. Instead the cameras will reject the memory card and most cameras (I have not tried/tested all GoPro Cameras, GoPro 8 and 360 Camera) just reject the card rendering the camera useless and you cannot charge the battery either if the memory card is in the camera. You are forced to take out the memory card for the camera to charge. You are forced to re-buy and or upgrade memory cards.
There are lots of problems with the cameras getting very hot (regardless of whether or not you have the cameras WiFi setting ON) to the point they will often freeze and you are forced to power down and restart the camera.
(IF enough people complain about these issues a class-action lawsuit could manifest with the right attorney)
With most any product there will be at least occasional problems.
However with GoPro the problems are not only prevalent and recurring...
There is equally recurring cases where GoPro fails to rectify problems and without phone support, merely chat support that often brings no resolution, unanswered emails... All this renders any GoPro camera/accessories a useless paperweight.

Save yourself time, money and frustration and choose a camera based on reviews by cnet and the like. Just do a search of action sports cameras and you can read and shop elsewhere for a camera that suits your preferences.

I completely concur with Young K, Philipp S. GoPro = "NO CUSTOMER SERVICE"

Got the new GoPro4 and ist an amazing peace of technology.