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Tourist
Posts: 2

Appalling customer service and dishonesty

You sold me a Hero 6 (we'll come to why later) and the first time it was used in water (i.e. got simply splashed in a wave, NOT EVEN SUBMERGED) it leaked and was completely ruined. It was over a year since the purchase so you claim you don't cover it.

 

I have tried to ring your number, no one answers. I have used the web interface and had a job logged, complaint logged and NO-ONE has got back to me. That was like talking to somoene with who might be in grade 8.

 

Now, you sold me that unit at a discounted price as the previous Hero 5 also failed to be waterproof at minimal depth in water (and again you decided at 13 months you wouldn't do the honourable thing). That was also a drawn out, excruciating process.

 

So here we are again - two units down, both failed to match your touted specifications under no challenging conditions; no abilty to actually communciate with you effectively; no action form my registered complaint or job and also no response from the written complaint, copies of logs etc. sent by snail mail to your CEO at the head office in California.

 

I can honestly say you go down as the most useless company I have ever dealt with (and I have dealt with a few, but they all managed to apologise and come up with an appropriate recompense). I have found mulitple descriptions of exactly the same faults adn issues on the web

 

Truly people - by another product would be my advice

 

Explorer
Posts: 11,692

Re: Appalling customer service and dishonesty

Bummer, sorry to hear you've had these issues.

You can leave Feedback for GoPro here https://gopro.com/en/us/feedback

This is a member to member support community. We didn't sell you anything.

I've used my HERO5, HERO6 and HERO7 pretty extensively in the ocean and have never had an issue. Of course, I also ensure that the door gaskets are clean, the doors are shut appropriately, and I always rinse my cameras thoroughly after use. Very glad I didn't, "by (sic) another product".
Tourist
Posts: 2

Re: Appalling customer service and dishonesty

Thanks Daniel, appreciate your advice and also perspective. I have used that feedback route already, amongst many, perhaps why I am exasperated.

 

I am pretty retentive and especially after the first experience, also checked the doors and that they were sealed but it still happened. Did you have an exterior waterproof case or au naturel out of interest?

 

I am glad your experience has been far better and apologise for inferring you sold me anything ;)

Explorer
Posts: 11,692

Re: Appalling customer service and dishonesty

I mostly just use the camera in the standard frame, although I do use the Super Suit if there is a lot of sand churned in the water or when surfing over shallow reefs (just in case the camera makes impact). While I have used the cameras plenty of times in the water without a floaty, I mostly have this on (with a solid back door on the frame) when surfing, so this may be an advantage to keeping water out of the camera. The front of the camera, the media door, and mics are still exposed, so water does still reach the camera, but perhaps not with the same pressure.

I get your frustration, hence the tone and way you addressed your post, but yes, please keep in mind that your audience is primarily people who just own and use the cameras. Most people who come to this community are those who have a perceived issue, but for those of us who like to help, we generally try to keep the conversations productive and not just a rage rant against GoPro.

If your GoPro is defective and the seals on the doors are not preventing water from entering the camera, you can probably come up with some easy test to prove it. Maybe you can put a small piece of tissue or litmus paper under the media door (within the circumference of the gasket so it's not interfering with the seal) and stuff some inside the battery compartment (you can take the battery out for the test). Record the process of you putting the paper in the camera as well as then dunking the camera in water. Dry the camera off and the open the doors. If the waterproofing is defective, then the tissue should be wet and you should have enough proof to show GoPro that the damage incurred was not due to you not closing the doors properly.

Best of luck!