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%3CLINGO-SUB%20id%3D%22lingo-sub-58964%22%20slang%3D%22en-US%22%3EHero%204%20Session-%20Issue%20with%20rubber%20seal%20to%20door%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-58964%22%20slang%3D%22en-US%22%3EHi%2CI%20am%20extremely%20upset%20as%20I%20seem%20to%20have%20lost%20the%20use%20of%20my%20new%20(purchased%20just%202%20weeks%20ago)%20Go%20Pro%20Session%204%20due%20to%20water%20leeking%20into%20the%20unit%20despite%20the%20door%20being%20securely%20fastened.I%20am%20currently%20on%20honeymoon%20in%20the%20Maldives%20with%20my%20wife%20and%20we%20purchased%20the%20unit%20to%20use%20snorkelling%20in%20the%20reefs%20in%20and%20around%20our%20hotel.%20For%20the%20first%20few%20days%20everything%20has%20worked%20fine%20with%20the%20unit%20including%20using%20it%20daily%20snorkelling.%20However%2C%20when%20using%20the%20camera%20today%2C%20it%20stopped%20working%20mid%20use%20and%20the%20lights%20went%20out.%20I%20immediately%20came%20out%20of%20the%20sea%20with%20no%20obvious%20reason%20as%20to%20why%20it%20stopped%20working.%20Assuming%20the%20battery%20had%20died%2C%20I%20opened%20the%20door%20to%20the%20charging%20point%20and%20to%20my%20horror%2C%20there%20was%20much%20water%20and%20moisture%20within%20the%20unit.We%20have%20since%20placed%20the%20unit%20in%20a%20bowl%20of%20rice%20provided%20by%20staff%20having%20looked%20on%20Google%20for%20solutions.%20I%20am%20however%2C%20extremely%20disappointed%20that%20despite%20being%20waterproof%2C%20the%20unit%20appears%20to%20be%20faulty%20and%20water%20seems%20to%20have%20made%20it's%20way%20in%20through%20the%20door.%20I%20have%20since%20tested%20the%20unit%20once%20more%20using%20tap%20water%20and%20a%20sink%20with%20the%20door%20secured%20but%20the%20same%20leakage%20into%20the%20unit%20occurs%20(I%20can%20provide%20video%20evidence%20of%20this%20if%20necessary).%20It%20seems%20there%20is%20a%20fault%20with%20the%20rubber%20seal%20that%20secures%20the%20door.The%20unit%20is%20clearly%20faulty%20and%20not%20waterproof.%20I%20assume%20we%20have%20a%20defected%20unit%20but%20we%20are%20so%20disappointed%20that%20the%20camera%20we%20have%20purchased%20for%20our%20honeymoon%20is%20no%20longer%20working%20and%20are%20now%20unable%20to%20capture%20so%20many%20of%20our%20special%20moments.Please%20can%20you%20clarify%20the%20steps%20to%20replacing%20the%20faulty%20unit%20or%20obtaining%20a%20refund%3F%20We%20are%20unhappy%20at%20how%20it%20has%20only%20lasted%20two%20weeks%20of%20light%20use.%20I%20assume%20the%20warranty%20or%20product%20cover%20will%20address%20this%20issue%20accordingly.%20We%20are%20still%20within%20the%2030%20day%20purchase%20period%20via%20a%20large%20UK%20retailer%20but%20wish%20to%20seek%20advice%20from%20yourselves%20in%20the%20first%20instance.I%20look%20forward%20to%20your%20reply.Kind%20regardsRob%3CBR%20%2F%3E%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-58964%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3EHERO%20Session%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E%3CLINGO-SUB%20id%3D%22lingo-sub-59301%22%20slang%3D%22en-US%22%3ERe%3A%20Hero%204%20Session-%20Issue%20with%20rubber%20seal%20to%20door%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-59301%22%20slang%3D%22en-US%22%3E%3CP%3EHi%20Rob%2C%3C%2FP%3E%0A%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%0A%3CP%3E%3CA%20href%3D%22https%3A%2F%2Fcommunity.gopro.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F35075%22%20target%3D%22_blank%22%3E%40quicktree3778%3C%2FA%3E%3C%2FP%3E%0A%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%0A%3CP%3EI%20am%20sorry%20to%20hear%20that%20happened%20while%20on%20your%20trip.%20In%20regards%20to%20refunds%20or%20warranty%20replacements%20you%20will%20have%20to%20get%20in%20touch%20with%20our%20support%20team%20directly.%20They%20will%20be%20able%20to%20determine%20what%20caused%20the%20leak%20and%20what%20the%20next%20steps%20are.%26nbsp%3B%3CA%20href%3D%22https%3A%2F%2Fgopro.com%2Fhelp%2FPKBContactus%22%20target%3D%22_blank%22%20rel%3D%22noopener%20noreferrer%20noopener%20noreferrer%22%3Ehttps%3A%2F%2Fgopro.com%2Fhelp%2FPKBContactus%3C%2FA%3E%3C%2FP%3E%0A%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%0A%3CP%3EBest%2C%3C%2FP%3E%0A%0A%3CP%3ERyan%3C%2FP%3E%3C%2FLINGO-BODY%3E
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Tourist
Posts: 1
Accepted Solution

Hero 4 Session- Issue with rubber seal to door

Hi,

I am extremely upset as I seem to have lost the use of my new (purchased just 2 weeks ago) Go Pro Session 4 due to water leeking into the unit despite the door being securely fastened.

I am currently on honeymoon in the Maldives with my wife and we purchased the unit to use snorkelling in the reefs in and around our hotel. For the first few days everything has worked fine with the unit including using it daily snorkelling. However, when using the camera today, it stopped working mid use and the lights went out. I immediately came out of the sea with no obvious reason as to why it stopped working. Assuming the battery had died, I opened the door to the charging point and to my horror, there was much water and moisture within the unit.

We have since placed the unit in a bowl of rice provided by staff having looked on Google for solutions. I am however, extremely disappointed that despite being waterproof, the unit appears to be faulty and water seems to have made it's way in through the door. I have since tested the unit once more using tap water and a sink with the door secured but the same leakage into the unit occurs (I can provide video evidence of this if necessary). It seems there is a fault with the rubber seal that secures the door.

The unit is clearly faulty and not waterproof. I assume we have a defected unit but we are so disappointed that the camera we have purchased for our honeymoon is no longer working and are now unable to capture so many of our special moments.

Please can you clarify the steps to replacing the faulty unit or obtaining a refund? We are unhappy at how it has only lasted two weeks of light use. I assume the warranty or product cover will address this issue accordingly. We are still within the 30 day purchase period via a large UK retailer but wish to seek advice from yourselves in the first instance.

I look forward to your reply.

Kind regards
Rob

Accepted Solutions
GoPro
Posts: 3,924

Re: Hero 4 Session- Issue with rubber seal to door

Hi Rob,

 

@quicktree3778

 

I am sorry to hear that happened while on your trip. In regards to refunds or warranty replacements you will have to get in touch with our support team directly. They will be able to determine what caused the leak and what the next steps are. https://gopro.com/help/PKBContactus

 

Best,

Ryan

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All Replies
GoPro
Posts: 3,924

Re: Hero 4 Session- Issue with rubber seal to door

Hi Rob,

 

@quicktree3778

 

I am sorry to hear that happened while on your trip. In regards to refunds or warranty replacements you will have to get in touch with our support team directly. They will be able to determine what caused the leak and what the next steps are. https://gopro.com/help/PKBContactus

 

Best,

Ryan