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Tourist
Posts: 5

GoPro Hero 6 - Battery Stuck

Hallo,

I just wanted to share my latest experience with Gopro and Gopro support.

Following happened, my Camera broke and I contacted the support for a replacement.

I send it in and got a brand new device within 7 days.

Once I setup the new device and tried to get out the battery, I realized it was stuck.

After many attempts and a lot of wiggling, I finally managed to remove it but the battery was destroyed.

I tried it with a 2nd battery, just to make sure it wasnt the camera. But same thing happen again.

I contacted the support again, send it back in and received 2 new battery's and a new device.

Today I got my new 3rd device and well, the battery got stuck again. I investigated a bit around the battery and realized,

the sticker, inside the gopro (with the serial and stuff on it) wasnt glued properly. At the bottom, it was standing out a bit

and there were glue around it. I destroyed another battery today and contacted GoPro Support again...

They telling me, it's a user error and they can't do anything anymore. Their engineers have checked it and it was fine when it left

the warehouse.

 

Are they serious? I really wish I could give back all the stuff and get my money back.

 

 If you have the same issue, please check the sticker on the left and right side.

Adventurer
Posts: 9,222

Re: GoPro Hero 6 - Battery Stuck

Not defending gopro but lets ask and be honest how are you getting that battery to break?

 

 

 gopro crammed a lot of electronics in and this is where it   gets compact , I agree it is tougher then the hero 5. but a lil smartness goes a long way. you can remove the stickers clean up and place a lil oil that will not harm the camera, you also can   gently  sand the one side of the battery ever so lightly and oil as well, and you will get a smooth insert and extract each time. .  Like My sony it flies out not gopro it loves to stay stuck in..

 

 

I suggest find a solution then create a bigger problem . it  comes down to user error because you did this more then once.

Tourist
Posts: 5

Re: GoPro Hero 6 - Battery Stuck

Its not a user error otherwise explain me this. On the picture you see both batterys, the left one is from the first replacement device and the right one is from the 2nd replacement. The left is completly done, after the strap on top broke from pulling and wiggling, i tried to grab the side and pull it out. By doing so, the hole plastic on top got lose. Lucky i managed to remove it at all. Please explain how this is a user error if its stuck that bad.

 

Anyway, 2nd device is much more interessting. As you can see the plastic on the bottom is pulled out on the side. This happend because it got stuck with the little sticker inside the Gopro. After i removed it, the sticker got damaged too. And again, how is this a user error.

 

Its the 3rd device i got. 3rd! And the other got send in because of the battery gets stuck. I was hoping because they knew about it, they would make sure it wont happen again.

GOPR0526.JPG
Tourist
Posts: 5

Re: GoPro Hero 6 - Battery Stuck

EDIT: Better Picture.

IMAG2469.jpg
Adventurer
Posts: 9,222

Re: GoPro Hero 6 - Battery Stuck

so by pulling on the film you did all that ?   And gopro won't do a thing about it?   

Tourist
Posts: 5

Re: GoPro Hero 6 - Battery Stuck

On the left one I pulled on the film for a long time. Wiggled and moved it until the film break up together with the top part of the battery. I had to use a screwdriver to remove it completely. The right one went out by itself after again a long time of pulling but it also got damaged on the bottom and the sticker inside the GoPro went off and got damaged. I tried all of my battery's on another GoPro 6 and it worked fine. Also on my first one I never had this issue. Just to make sure it's not the battery. I send it in 2 times because of this and both times it had the same issue.

Nope, GoPro told me its user error and they won't do anything. Specially since they replaced it 2 times already and their engineers checked it.
Adventurer
Posts: 9,222

Re: GoPro Hero 6 - Battery Stuck

totally understand.   batteries do swell, due to heat. not all batteries are issues and some cameras are.  mine is tight but I never  damaged it like that so you had to use a lil more force then others.  I say maybe take   a  different approach and  get to the right people about it the mods here only monitor  the website they are not   engineers, nor is the person you talk to on the phone so you must get to a real rep.

Tourist
Posts: 5

Re: GoPro Hero 6 - Battery Stuck

Will try that. Thank you for the reply. Yeah, that's what I thought and said to the support. What makes me mad is that they not even consider it, being wrong.