05-25-2017 02:31 PM
Except GoPro is not willing to help on this issue. I had the same problem and I've been in contact with them and they won't do anything. They claim they are not liable for any water related damage at all. The warranty only covers manufacturing defects. My reasoningis that if water gets into the camera that should mean that the camera is defective. They do not see it that way. There are 2 options: 1) Hero 5s are usually good cameras but I got a defective one. Or 2) Gopro just sucks and lied about it being waterproof. If it's option 1, then they should replace my camera.
06-24-2017 09:46 AM
I also bought my Gopro Hero 5 black for a 2 month now and was use rarely used n water activities. My unit just turns off when i used it in a 1 meter deep of water for just 3 min. when i check the unit it was turned off and i check the unit and has a water inside and the battery terminal and battery it self was shorted and has a greenish color. I think the rubber that suppposed to stop the water from intering the unit both battery door and charging door must be re design. Thats only my oppinion. I have may warranty card card and receipt of my unit and hope tha gorpo can do something about it. Repalcement or just repair? thats my quesion...
06-29-2017 10:47 PM
The same thing happened to me just 2 days ago.
I bought the new GoPro Hero 5 Black in the UK, before going on a trip to Southeast Asia. I had a previously GoPro model that I used with a waterproof case whenever I'd use it in the water, so I was very suspicious if the new camera would indeed be 'waterproof' as they advertised it.
I am in Thailand, I went to visit some waterfalls and took the camera with me while swimming. The first time I used it under water, water got in immediately, I could see it on the front screen after I used the camera. All the camera doors were shut, but it still got in somehow. Now my brand new GoPro doesn't work anymore and I still have 2 weeks of my trip. Nice!
I am going to call support and hope something can be done.
However, I must say, just like the OP: what an embarrassing thing for such a huge company, that sells millions of cameras, to not manage to test their equipment properly! Obviously they haven't run enough tests. If you promise a waterproof camera and are willing to charge customers almost £400 for it, it better be waterproof then - not hit or miss, like it seems to be the case with this new model.
07-25-2017 05:42 PM
My Hero 5 leaked and the front LCD looks the same. I've tried contacting through the normal channel https://gopro.com/help/PKBContactus but have had zero luck contacting anyone. The chat says no agents are available and I've waited over 4 hours on three seperate phone calls. Can someone from customer service please contact me, provide an email for me to contact them?
07-26-2017 07:07 AM
Day 3 of attempting to contact customer service. This time I set aside some time in the morning but same results as afternoon. Chat function says all agents are busy. A pop window has popped up saying "hang on while we connect you with an agent.." but noting happens. Pop up blocker is disabled.
Phone call is going on one hour of wait. Are there any other ways to contact customer service?
08-17-2017 04:37 PM - edited 08-17-2017 04:38 PM
I love my Hero 5 but I do agree with the comments that its not waterproof. I use it for paddle boarding and I noticed one day that there was moisture on the inside of the USB door. I have not had any problems but I bought the Super Suit for extra protection just incase. I would rather have a camera then not have one at all. Just buy the Super Suit and save the life of your camera it's worth the investment.
10-10-2017 08:06 PM