Ask a Question
GoPro Support Hub Ask a question. Share an answer. Find a solution. Stay stoked.
Announcements
Is your GoPro gear up to date? Check to see If it is on our Update page.
Cameras
Reply
Tourist
Posts: 4

Gopro NOT WATERPROOF, not honoring warranty, AVOID

Bought a Gopro session beginning of this year, seal door is NOT WATERPROOF as advertised. Sent proof, worst customer service ever, basically told me to screw off and go deal with the retailer. Not even an apology recieved for faulty product.

Not happy at all. Feel cheated. Please avoid gopro..
Tourist
Posts: 4

Re: Gopro NOT WATERPROOF, not honoring warranty, AVOID

Mind you, it has never been used underwater. Decided to test under tap for few seconds with seal door fully clicked closed and water penetrated. Was hoping to use for upcoming trip. Disappointed with customer service to say the least.
Adventurer
Posts: 11,331

Re: Gopro NOT WATERPROOF, not honoring warranty, AVOID

I know you are upset.  pack it up, go back to the store and  simply return it. you got a return policy in your hand why are you not wanting to use that 7-30 return policy??????  

 

1 the store will not hesitate  to take back.  And you go on your holiday.

Tourist
Posts: 4

Re: Gopro NOT WATERPROOF, not honoring warranty, AVOID

As I wrote - it was a few months ago at beginning of the year.
Adventurer
Posts: 11,331

Re: Gopro NOT WATERPROOF, not honoring warranty, AVOID

gotcha   

 

under their warranty it does say what is covered and what is not. 

 

f you are located in the EU, please see our EU warranty page here.

We're disappointed if you're not completely satisfied with your GoPro purchase. We take a lot pride in our products and service! If you are experiencing a problem with a GoPro purchase, please take a minute to read the information below to determine if your issue is covered under the GoPro warranty.
 

MONEY BACK GUARANTEE: (GoPro Webstore Purchases)

We want you to be totally psyched about the products you purchase from GoPro’s webstore at gopro.com. If at any time within 30 days of receiving your order, you are not 100% satisfied, you may return it to us for a refund*. No questions asked. Any items damaged due to reasons not covered under warranty cannot be accepted back for refund under our Money Back Guarantee. Also, associated shipping fees are not refundable. NOTE: this guarantee only applies to orders placed on GoPro’s webstore at gopro.com.
 
*Money Back Guarantee excludes the following products: Karma with Hero5 Black, Karma for Hero5 Black, Flight Kit for Karma Grip, Karma Core, Karma Stabilizer, Karma Grip, and Karma Controller (collectively “Karma Products”).  You may return undamaged Karma Products purchased from GoPro’s webstore within 14 days of receipt if you are not 100% satisfied.  To qualify for a refund, return your Karma product in the ORIGINAL box, including device, charger, battery, instructions and other components.  All merchandise must be in like new condition.  Shipping charges may apply. 
 

GOPRO WEBSTORE RETURN INSTRUCTIONS:

If you bought your product directly from GoPro.com, and you are not satisfied with your purchase within the conditions described in the above Money Back Guarantee, you can return it following the below procedure. Your card will be credited upon receipt of the returned merchandise.

  1. Request an RMA (Return Merchandise Authorization) number from GoPro Customer Support by clicking on the Contact Us link at the bottom left of the main Support Page.
  2. Package products along with a copy of the RMA form.
  3. Write the RMA number on the outside of the box and send to the appropriate address based on your specific location: (items must be received by GoPro within 14 days of issuing the RMA):

Note: Please do not hand deliver your product to the RMA facility, even if you are local.  These locations are not set up to receive visitors.  Thanks!

AmericasEMEAAPAC
GoPro Returns
14530 Innovation Drive
Riverside, CA 92518
GoPro Returns
Smakterweg 100
5804 AM Venray
The Netherlands
GoPro Returns
51 Ubi Avenue 3
Singapore 408858

 

WARRANTY REPAIR & REPLACEMENT SERVICE INSTRUCTIONS:

GoPro will replace your product or part free of charge if your product or part has a manufacturing defect that is covered by the warranty below. At GoPro's discretion, GoPro will cover shipping costs.

  1. BEFORE sending anything to GoPro, please contact our Customer Support Team by clicking on the Contact Us link at the bottom right of the main Support Page. We are often able to solve the problem quickly via email.
  2. If our Customer Support Team determines that your problem qualifies under warranty coverage, you will be issued an RMA (Return Merchandise Authorization) number
  3. Prepare a package to return to GoPro.
  4. Write your RMA number on the outside of the box and send to the appropriate address based on your specific location:

Note: Please do not hand deliver your product to the RMA facility, even if you are local.  These locations are not set up to receive visitors.  Thanks!

AmericasEMEAAPAC
GoPro Warranty Service
14530 Innovation Drive
Riverside, CA 92518
GoPro Warranty Service
Smakterweg 100
5804 AM Venray
The Netherlands
GoPro Warranty Service
51 Ubi Avenue 3
Singapore 408858

 

Returns that don't qualify for warranty coverage will be returned to customers. It is vital that you communicate with GoPro's Customer Support Team before sending in your return. Please contact us by clicking on the Contact Us link at the bottom right of the main Support Page.

 

GOPRO WARRANTY:

GoPro products and accessories are guaranteed against manufacturing defects one (1) year from the original date of purchase. GoPro's sole obligation in the event of such defects during this period is to repair or replace the defective part or product with a comparable part or product at GoPro's sole discretion. Except for such repair or replacement, the sale, processing or other handling of this product is without warranty, condition or other liability even though the defect or loss is caused by negligence or other fault. Damage resulting from use, accident, or normal wear and tear is not covered by this or any warranty. GoPro assumes no liability for any accident, injury, death, loss, or other claim related to or resulting from the use of this product. In no event shall GoPro be liable for incidental or consequential damages relating to or resulting from the use of this product or any of its parts. Because of possible user resealing error, this product is not warrantied against waterhousing leakage or any resulting damage. Please review and follow the instructions carefully when sealing the waterhousings! Returns or replacements of parts and/or products may be subject to shipping, handling, replacement and/or restocking fees.

Questions? Comments? Experience some world class customer support when you contact our Support Team by clicking on the Contact Us link at the bottom right on the main Support page. We'd love to hear from you!

 
 
 
Tourist
Posts: 4

Re: Gopro NOT WATERPROOF, not honoring warranty, AVOID

UPDATE:

 

So, I have been emailing with someone from the european leadership team, and apparantly I quote "water leakage is clearly excluded from the gopro warranty policy". HOW IS THIS NOT FRAUD? How can you advertise something as waterproof, but then the customer has absolutely no protection against manufacturing defect??

He then had the cheek to offer me 20% discount on a new camera, but I need to send them back this camera. I lose more money than I would save, what an absolute joke of a company. 

Adventurer
Posts: 11,331

Re: Gopro NOT WATERPROOF, not honoring warranty, AVOID

I hear ya    thank you for posting back what they offfered to do. 20%  should have been 40 %  I stop emailing and call.

GoPro
Posts: 5,426

Re: Gopro NOT WATERPROOF, not honoring warranty, AVOID

 

Hi @angryps,

 

Sorry to what happened. 

It would be best if you'll discuss this matter with the support representative that is handling your case. 

 

Normally water damaged camera is being replaced but it's a case to case basis. 

They have internal process which we don't know here in community. 

 

I hope this would be all sorted out. 

 

Regards,

-Jay