12-15-2018 04:18 PM
Hello, I've noticed quite a few people on the forums have had issues with the sealing gasket failing on the battery door of their hero5 black and water entering the battery port. I'm not sure however if anyone has had the same experience as I have with customer support. The first time I took my 5 black underwater it was in Hawaii a couple months ago in a couple feet of water and upon exiting and switching batteries I noticed water in the port. I dried out as much as I could and let it rest to air dry before using the camera again. I then took it into knee deep water again for about a minute and checked the port and sure enough water had once again entered. I dried it out once more and upon turning the camera on the screen was dead and has not turned on since even though the rest of the camera's functionality is working just fine.
Now I am a loyal gopro customer and have invested thousands into several different models of the company's cameras and have been pleased with the quality of product as well as the durability they have exhibited over the years. I've also never experienced any technical issues regarding a repair or damaged camera. I expected that customer service would be able to better address the situation given my loyalty to the company and especially given the high volume of customer complaints regarding gasket failures. Instead I went around in circles with customer service as they discredited my claim and said they had no idea if I actually entered into water that was beyond 33 feet deep or maybe I entered water with the port doors fully open. I was generally insulted by this and after all is said and done they offered me 100 off a new hero7 which is a bit more of an insult given my loyalty to the company and doesnt nearly begin to make things right with the general nature of the gasket failure or with the customer service experience. I'm now considering exploring the various other options on the market for outdoor adventure cams and am wondering if anyone else has had a likewise experience. Also, if anyone has any suggestions for a great alternative to gopro that would be greatly appreciated.