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Tourist
Posts: 5

Hero 9 issues, turning on when battery put in and moisture in front screen

[ New ]

Hi, my GoPro 9 has a few issues. Ive been enjoying it for months and use it very regularly in the ocean.

in the last couple of days it keeps turning itself on when i put the battery in. This is very annoying as i mainly use it with a floaty.

there is also moisture inside the front screen and a scratch on the lens cover which is fogging up the lens.

Im a subscription holder.

i need my GoPro for my volunter work.

please help, can I exchange? If so how do I do it quickly?

 

many thanks

 

Kirstie

GoPro
Posts: 30,743

Re: Hero 9 issues, turning on when battery put in and moisture in front screen

[ New ]

Hi @coolvista2448

 

Is this only observed when the camera is used in water?

Let our Support Team check on this further.

You may submit a request for a callback or initiate a chat session through https://gopro.com/help/ContactUs

 

Thanks!

Ej

 


 

Tourist
Posts: 5

Re: Hero 9 issues, turning on when battery put in and moisture in front screen

[ New ]

I did as you asked and clicked on the link to request a call back. That was last thursday. Ive heard nothing since. No the issue with the self switching on is not in the water, it does it when i insert the battery. The issue with tye front screen is only when in water, it fills with moisture/water and takes about 24 hours to dry out. The lens also fogs up when in water. I only really use my GoPro for filming stuff in the ocean!! Not cool. Customer support is rubbish. I need a new camera but no one is getrting back to me.

GoPro
Posts: 30,743

Re: Hero 9 issues, turning on when battery put in and moisture in front screen

[ New ]

Hi @coolvista2448

 

We were not able to pull up a recent case using the email address in your Hub profile.

Did you log a callback request or a chat session?

Is there a chance another email was used? Please send us a direct message if providing this information.

It will also help if you can share the case number so we can have the status checked.

 

Thanks!
Ej

Tourist
Posts: 5

Re: Hero 9 issues, turning on when battery put in and moisture in front screen

[ New ]

I requested a call back. Im still waiting!! Ive tried to re request one or try the chat option but the chat option says too busy and the call back option says Ive already logged a request.

This is a joke.

Customer "service"???

 

I need a new camera NOW!!!

What happened to swap faulty cameras with no questions asked. What a lie.

 

My email address is kirstiefmartin@aol.com

I have proof of purchase. The camera is only 4 months old.

This is not good enough.

GoPro
Posts: 30,743

Re: Hero 9 issues, turning on when battery put in and moisture in front screen

[ New ]

Hi @coolvista2448

 

We try to help as much as we can here in the Support Hub.

Your concern needs to go through to our Support Team.

 

Can we have the case number the last time you have reached out, please? 

We are not able to pull up a recent request using the email address provided.

 

Try logging a new request under a new case.

Please take note of the case number, we'll follow up with the team.

 

Thanks!

Ej

Tourist
Posts: 5

Re: Hero 9 issues, turning on when battery put in and moisture in front screen

[ New ]
 
Screenshot 2021-09-09 at 10.29.29.png
GoPro
Posts: 30,743

Re: Hero 9 issues, turning on when battery put in and moisture in front screen

[ New ]

Thank you for the screenshot. @coolvista2448

We'll have this checked with the team.

 

Can you please check if the same happens when using another browser or going on incognito mode?

 

Regards,

Ej

Tourist
Posts: 5

Re: Hero 9 issues, turning on when battery put in and moisture in front screen

[ New ]
Any update please. I’ve tried everything you e asked and no change.
I’m still waiting for a “phone call”
This is an utter joke.
You just want me to go away and forget my camera doesn’t work how it should just a few months after purchasing it?!!
DO SOMETHING TO HELP ME NOW!!!!