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Tourist
Posts: 3

Complaint w/ Proof: Hero 7 Black Mount failed skiing on groomers - GoPro not taking responsibility!

[ Edited ]

Yesterday my wife and I were skiing at Deer Valley Resort in Park City, UT with my GoPro Black 7 purchased at Best Buy in late December 2018.

 

I was using a Chesty mount I had purchased, to make sure it would not get lost or fall off the helmet.

 

However, at 2:30PM MT, when walking back to our car, I looked down and my GoPro was gone. The mount had broken. One of the three plastic prongs had failed/snapped off. I immediatly took a picture. You can see our skis with snow in the background.

 

See Picture Proof #1 Below.

 

I immediatly went to Lost & Found, as well as skiing back around to find it. After about an hour of looking, the lifts were closing for the day. I called GoPro from the last lift and started my Case.

 

When I got back home, I discovered from my Gimbal/Ronin-S/A7III footage, a shot 10 minutes before I finished skiing, that shows the GoPro mount clearly in the process of failing. The mount is broken with the left prong clearly broken off but still in place, with the screw almost completely hanging off. There was no severe impact (we were skiing on groomers, and this is my wife and I's first ski season in our life!) and there was no other misuse of the otherwise nearly new product.

 

You can see the GoPro fell off about 7 minutes before the last shot/run of the day, when I noticed it was missing. This shot was taken minutes before it fell off and is incredible proof of the mount's failure.

 

Current Outcome & Complaint

 

Once I saw that the mount was clearly failing after a day of skiing on groomers with my wife, I knew that GoPro should take responsibility and replace my camera. However, today on the phone GoPro said that the best they could do is offer a 40% discount on a new one. Not only that, but the price was based on the full 399 price, and so my discounted price was 269, which is only 40 dollars cheaper than Amazon Prime's refurbished units.

 

If this were somehow my fault, that the mount broke, by abuse or negligence of screwing it in, or from the 3M strip, I could see GoPro sidestepping their responsibility.

 

However, my case provides unique proof of the mount failure due to the breakage of one of the three anchors. This then cause the screw to come loose slowly over time and ultimately to fall and become lost propertly. 

 

I'm sharing this story to

 

1. Hold GoPro accountable for their cheaply made mounts. I am not an extreme skier, this is my first ski season and I just bought this camera for Christmas. The mount should not fail under normal, conservative usage. GoPro should strenghten their mount design or the quality of the supply chain.


2. Encourage GoPro to give customer service reps the power to do the right thing and replace the unit, in cases such as mine, where there is no negligence of fault, on the part of the customer. I could tell my call center rep from the Phillipines was upset she could not help me more. She was very sympathetic and kind, but could not help me anymore than the 40% discount.

 

 ~ Benjamin Reece

bnjmn.org

 

 

 

See Picture Proof #2 Below

 

Picture 1

 

Mount Failure @ Deer Valley

 

Full Size Picture 1 Link: https://www.dropbox.com/s/3ivcssydy09cz5o/IMG_2396.jpeg?dl=0

 

Picture 2

 

gopro-mount-proof.jpg

 

Full Size Picture 2 Link: https://www.dropbox.com/s/1q17mksldkwy378/gopro-mount-proof.jpg?dl=0

Adventurer
Posts: 7,905

Re: Complaint w/ Proof: Hero 7 Black Mount failed skiing on groomers - GoPro not taking responsibili

[ Edited ]

Very sorry for your expensive loss there .  You have a case with GoPro and all we here can do is discuss, the moderators are  only going to redirect you back and work with the rep...  Plastic can get brittle in  cold weather, And hte looks of it not clear that it gave at the thumb bolt side, not the Nut side Still should not have lost the camera,    I see GoPro offering a discount off retail is what they do best, under Good faith they can work on a New one a refurbished one, the least, and maybe you need to request a SUpervisor in the San Fran corp office and not  over in teh Phillepeans CUS department.

 

I wish you the best in a new camera, we are only here to talk  all we can do so reach out to gopro at the corp if htis is it 

 

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Nomad
Posts: 385

Re: Complaint w/ Proof: Hero 7 Black Mount failed skiing on groomers - GoPro not taking responsibili

You're better off contacting GoPro customer support directly rather than just posting this in a forum.  The pictures just show that the camera wasn't secured properly with the thumb screw fastened into the locking nut (if it was all the parts on the mount could have broken and the camera would still be attached).  If the screw wasn't aligned properly, then "tightening" the screw would have resulted in the end of the screw pushing against the edge of the nut and breaking off the edge of the mount as the force was actually redirected outwards (which seems to be what happened given the photo's you included).

Hopefully GoPro can help sort out the issue but you may want to make it standard practise to double check your equipment before operating it.

Tourist
Posts: 3

Re: Complaint w/ Proof: Hero 7 Black Mount failed skiing on groomers - GoPro not taking responsibili

[ Edited ]

@irishmanpdx wrote:

You're better off contacting GoPro customer support directly rather than just posting this in a forum. 

 

I contacted GoPro support immediatly. Please read my post fully. 

 

The pictures just show that the camera wasn't secured properly with the thumb screw fastened into the locking nut (if it was all the parts on the mount could have broken and the camera would still be attached). 

 

Your english/grammer is confusing. The fact is that the picture shows clearly that one of the three plastic anchors is broken,  that is why the thumb screw became loose. No offense but I am a commercial director, producer of a billion views, RED owner, Superbowl commercial director/producer, and I've been a DP for ESPN, NYC Ballet, etc working on union crews. In other words: I know how to screw in a GoPro mount securely. If anything my tightening of the mount to keep it from rotating during skiing is the pressure that could have caused it to break. It is the only reason I can think of. 

 

Can you think of another reason other than telling me I didn't even screw it in? 

 

If the screw wasn't aligned properly, then "tightening" the screw would have resulted in the end of the screw pushing against the edge of the nut and breaking off the edge of the mount as the force was actually redirected outwards (which seems to be what happened given the photo's you included).

 

That would have happened while I was tightening the screw, not at the end of skiing all day. Sorry, try again with another theory as yours clearly doesn't fit the facts. 

 

Hopefully GoPro can help sort out the issue but you may want to make it standard practise to double check your equipment before operating it.

 

See above- I have plenty of experience handling way more complex equipment/rigs on a much larger scale and pressured enviroments in over 30 countries. My story is as I told it:

 

I secured my GoPro properly, under normal operation, the mount broke and failed resulting in my GoPro being lost. 

 

Heart


Nomad
Posts: 385

Re: Complaint w/ Proof: Hero 7 Black Mount failed skiing on groomers - GoPro not taking responsibili

I contacted GoPro support immediatly. Please read my post fully. 

I did, but since you insisted on posting in a forum I decided to issue a reply to your statements.  

 

Your english/grammer is confusing.

Well some people are just easily confused and confounded.  Hopefully I can avoid using any unique colloquialisms which would only further your confusion.

 

The fact is that the picture shows clearly that one of the three plastic anchors is broken,  that is why the thumb screw became loose.

Actually it's not, the "anchors" are you call them aren't threaded and have no affect on securing the thumbscrew into the locking nut.  The "anchor" is more akin to a hinge if anything.  They only thing that affects the thumb screw coming loose is not being secured into the nut (that's the silver round part in your picture).  When tightened both leading edges are drawn in towards eachother to provide pressure on the "anchors" in order to tighten the camera and restrict movement, however there is only a finite amount of movement on these due to the space in between the "anchors" being occupied by the opposing mount "anchors".  Even if 1 out of 3 anchors crack, your camera still would have stayed mounted providing it was securely fastened into the locking nut at the opposite end of the mount.  However there is more than enough flex in the plastics to stop this cracking from taking place provided there are opposing "anchors" in the available slots.

 

but I am a commercial director, producer of a billion views, RED owner, Superbowl commercial director/producer, and I've been a DP for ESPN, NYC Ballet, etc working on union crews. In other words: I know how to screw in a GoPro mount securely.

Being so important and using such expensive equipment is probably why a $2 thumb screw eluded you.  Here's another $2 tip, "tether".  Better yet, get your 2nd unit crew to fasten your equipment securely for you.  I own a water floss and a pair of blue gloves, I hardly go around bragging I'm a dentist mate....  Smiley Tongue

 

If anything my tightening of the mount to keep it from rotating during skiing is the pressure that could have caused it to break. It is the only reason I can think of. 

You can't tighten the screw to the point of breaking your anchor if the camera is already in the mount, this is due to the fact there are two individual pieces of plastic in the "anchor" slots to prevent this from happening.  More than likely the screw on your broken mount was tightened when there was no camera mounted, this would cause the outside "anchor" to flex inwards with no opposing "anchors" to stop the movement and thusly became cracked or broken. (ie. poor storage practises)

 

 

If the screw wasn't aligned properly, then "tightening" the screw would have resulted in the end of the screw pushing against the edge of the nut and breaking off the edge of the mount as the force was actually redirected outwards (which seems to be what happened given the photo's you included).

That would have happened while I was tightening the screw, not at the end of skiing all day. Sorry, try again with another theory as yours clearly doesn't fit the facts. 

Actually fits the facts perfectly.  You broke the mount when trying to attach your camera.  As a result it's not properly secured and loose.  You start skiing and it stays in for the short term, but as you ski the camera starts working its way loose due to the fact it's not properly secured.  Come the end of the day your camera finally works it's way loose and falls off.  

 

 

Hopefully GoPro can help sort out the issue but you may want to make it standard practise to double check your equipment before operating it.

 

See above- I have plenty of experience handling way more complex equipment/rigs on a much larger scale and pressured enviroments in over 30 countries. My story is as I told it:

So you can afford a new camera then....  I dunno, I'm probably a complete amatuer compared to your vast experience....... but I use a checklist when I'm using my camera equipment or someone on my crew is using my camera equipment.

 

I secured my GoPro properly, under normal operation, the mount broke and failed resulting in my GoPro being lost. 

I'm going to give you the benefit of the doubt.  I'm going to go break an anchor on a mount, attach my camera to my chesty mount and then go jogging.  If it works it's way loose because of a broken anchor, I will bow to your vastly superior knowledge and spend the entire day watching your billion view video's on youtube.  I'll then run a second test with a broken anchor and poorly secured screw.... see how long it stays attached.  In which case I'll let you know how to pay up your end.... 

 

Smiley Tongue  Best of luck and have fun!

Tourist
Posts: 3

Re: Complaint w/ Proof: Hero 7 Black Mount failed skiing on groomers - GoPro not taking responsibili


@irishmanpdx wrote:

I contacted GoPro support immediatly. Please read my post fully. 

I did, but since you insisted on posting in a forum I decided to issue a reply to your statements.  

 

// If you read my post, saw I contacted support, I'm still curious why you disregarded my contact with support. 

 

Your english/grammer is confusing.

Well some people are just easily confused and confounded.  Hopefully I can avoid using any unique colloquialisms which would only further your confusion.

 

// Thanks!  

 

The fact is that the picture shows clearly that one of the three plastic anchors is broken,  that is why the thumb screw became loose.

Actually it's not, the "anchors" are you call them aren't threaded and have no affect on securing the thumbscrew into the locking nut.  The "anchor" is more akin to a hinge if anything. 

 

// Doc, Anchor is a broad term. Here is the definition for your edification: a person or thing that provides stability or confidence in an otherwise uncertain situation.

 

// But thanks, we are on the same page about what broke

 

They only thing that affects the thumb screw coming loose is not being secured into the nut (that's the silver round part in your picture).

 

// Yes we are agreed on what the thread nut is: the silver part and that is what secures the screw. Thanks for clarifying. 

 

When tightened both leading edges are drawn in towards eachother to provide pressure on the "anchors" in order to tighten the camera and restrict movement,

 

// Yes

 

however there is only a finite amount of movement on these due to the space in between the "anchors" being occupied by the opposing mount "anchors".

 

// Yes- and glad you are able to broaden your definition of anchors beyond the shore ;)

 

Even if 1 out of 3 anchors crack, your camera still would have stayed mounted providing it was securely fastened into the locking nut at the opposite end of the mount. 

 

// Yes, but if one of the ancors cracked, that small bit of vibration can allow the screw to come loose. If you worked on grip with vehicle build-outs, you would undertand the impertive of even a small amount of vibration/movement over time- which is the heart of my theory

 

However there is more than enough flex in the plastics to stop this cracking from taking place provided there are opposing "anchors" in the available slots.

 

// Yes there is flex in the plastic, but the nut can still slowly come loose due to the increased space due to one of the anchors slipping out of place- just look at the photo.

 

but I am a commercial director, producer of a billion views, RED owner, Superbowl commercial director/producer, and I've been a DP for ESPN, NYC Ballet, etc working on union crews. In other words: I know how to screw in a GoPro mount securely.

Being so important and using such expensive equipment is probably why a $2 thumb screw eluded you. 

 

// I am not recruited as a media executive by companies due to my infamous lack of attention to detail- neither do you become a successful dentist by lack of detail, either. I'm not knocking your background/credibility, so I'd appreciate you would take my statement at face value and not as an attack that you need to be childlessly flippant and defensive about. 

 

Here's another $2 tip, "tether". 

 

// That was my first thought, but how about a better tip "make/buy a steel mount" that way I don't have to worry about a **bleep** tether- I just wish gopro didn't use such a cheap grade of plastic so we don't have to tether a cheap consumer camera

 

Better yet, get your 2nd unit crew to fasten your equipment securely for you. 

 

// Not sure why to say here except I'm sorry you were so belittled by my background, it was not my intention to lift myself up or put you down- but to give credibility to why it wasn't a misuse of the mount. 

 

I own a water floss and a pair of blue gloves, I hardly go around bragging I'm a dentist mate....  Smiley Tongue

 

// I think you just did. And I don't hate you for it either- why not mention it when its relevant? Then again, we are on a CAMERA forum, not a DENTAL forum. My experience is relevant...it is my profession. Do you have people going in and doubting your diagnosis over a forum, when you are the expert and the are the arm chair one? Maddening, right? :) But, on a loving note, I do have tons of respect for your career choice and I'm always on the hunt for a great dentist on the west coast ;) 

 

If anything my tightening of the mount to keep it from rotating during skiing is the pressure that could have caused it to break. It is the only reason I can think of. 

You can't tighten the screw to the point of breaking your anchor if the camera is already in the mount, this is due to the fact there are two individual pieces of plastic in the "anchor" slots to prevent this from happening. 

 

// Actually, do this for me- tighten it really hard, then move the mount with your hand in order to tilt it down or up- if it doesn't move, great- its really tight. Now, push it harder to actually MAKE it move. The base of one of the anchors will eventually break, one of the outer ones. This is my exact theory and best articulation of the failure point- maybe it broke while I was tilting it, or when I fall. 

 

// If you are actually a dentist and you don't work for GoPro as a community liason VPN'd out of PDX, then I would encourage you to try this - and consider my set of facts, background, and photo documentation that. 

 

 

If the screw wasn't aligned properly, then "tightening" the screw would have resulted in the end of the screw pushing against the edge of the nut and breaking off the edge of the mount as the force was actually redirected outwards (which seems to be what happened given the photo's you included).

That would have happened while I was tightening the screw, not at the end of skiing all day. Sorry, try again with another theory as yours clearly doesn't fit the facts. 

// Actually fits the facts perfectly. 

 

// No, it doesn't. 

 

You broke the mount when trying to attach your camera. 

 

// How, again? Literally, go back up and read what you wrote, it makes no sense. How do you screw into anything but the nut? 

 

As a result it's not properly secured and loose.  You start skiing and it stays in for the short term, but as you ski the camera starts working its way loose due to the fact it's not properly secured.  Come the end of the day your camera finally works it's way loose and falls off.  

 

 

Hopefully GoPro can help sort out the issue but you may want to make it standard practise to double check your equipment before operating it.

 

See above- I have plenty of experience handling way more complex equipment/rigs on a much larger scale and pressured enviroments in over 30 countries. My story is as I told it:

So you can afford a new camera then.... 

 

// Yep, I just opened the replacement GoPro sent me

 

I dunno, I'm probably a complete amatuer compared to your vast experience.......

 

// Probably...

 

but I use a checklist when I'm using my camera equipment or someone on my crew is using my camera equipment.

 

// No, I don't use checklists when I use my camera equipment- any pro like myself wouldd laugh at that suggestion.

// I don't let other people use my equipment, unless they are more responsible or wealthy than I- true story. 

 

 

 

I secured my GoPro properly, under normal operation, the mount broke and failed resulting in my GoPro being lost. 

I'm going to give you the benefit of the doubt. 

 

// Why, when you believe another story, based on God knows what?

 

I'm going to go break an anchor on a mount, attach my camera to my chesty mount and then go jogging. If it works it's way loose because of a broken anchor, I will bow to your vastly superior knowledge and spend the entire day watching your billion view video's on youtube.  I'll then run a second test with a broken anchor and poorly secured screw.... see how long it stays attached.  In which case I'll let you know how to pay up your end.... 

 

// I'm sure the screw not being screwed in, would end up with a camera falling off faster. But I'm also sure that I screwed my camera in tightly, and I'm sure that I was on groomers which had tons of microvibrations translating from the ice/ground, and I'm sure that after 6 hours of skiing, it can vibrate out. I'm also sure for those who hilarioulsly ended up this far down the chain, could also see the logic in that as well. 

 

Which leads me to ponder what type of insecurity leads a dentist with 200+ posts on a GoPro forum to pick on my sincere story with a totally fabricated theory, that actually doesn't align with my whole-hearted truth

 

I screwed the camera in tightly, to the ONE nut/thread available, after a day of skiing on groomers at Deer Valley, it fell off. 

 

But seriously, how would Dr. IrishmanPDX checklist out anything beyond?

 

1. Screw in GoPro mount tightly

2. Clip in securly and push down rubber flap

 

This was done, and the mount failed. So please explain again, in a way I can, and the audience can understand- how did I screw it in, incorrectly? 

 

Smiley Tongue  Best of luck and have fun!

 

// Heart

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Adventurer
Posts: 7,905

Re: Complaint w/ Proof: Hero 7 Black Mount failed skiing on groomers - GoPro not taking responsibili

read this:

 

profile pic of the author
Steffan of San Francisco, CA Verified Reviewer
Original review: March 19, 2019

 

I recently bought and lost my GoPro on a snowboarding trip and reached out to GoPro to explain my situation on the mounting bracket breaking on a fall I had. They were understanding and kind enough to send me a new GoPro free of charge as an exception to my situation. Exceptional customer service! I cannot be more ecstatic that they were understanding enough to help when this was outside their standard terms. I have been a member of GoPro plus for over 5 yrs and will continue to support GoPro now and forever! Thank you to the world-class support I received and folks that helped me! I will be preaching your service from the mountain tops (No pun intended)!