02-12-2019 02:54 AM - edited 02-12-2019 02:55 AM
Having first contacted GoPro in November about the helicopter sound issue on my Hero4 I've not just been told, 3 days before I fly to my family ski trip, that they can't do anything further. They send me a replacement with the same issue. I've jumped through all their hoops and wasted all this time for nothing and with 3 days left to sort. I'm hugely dissappointed and wanted to vent and let other people know how they deal with manufacturing faults. I will fight them on this but it won't happen before my holiday.
02-12-2019 08:22 AM
You could also try telling people here what the issue is, what steps you've taken to try and fix it and then post a clip demonstrating the issue. People might be able to help or come up with a solution. This is what the forums are for after all.
02-13-2019 06:42 AM
This issue is what GoPro describe as a "helicopter" noise when recording with the Wifi on. This is a known manufacturing fault and, if I'd have known about it when I first bought it, they would've replaced for free. However, I've only just needed to use it with the Wifi function which is what causes the issue so only just discovered this problem. I contacted GoPor in November and they walked me through updated the to the latest software and reformatting the SD Card, etc. I then had to upload a sample for them to check. Then they requested that I send the camera back to them. I explained that I was needing it for a skiing holiday in the middle of February. When the replacement camera arrived I tested it and it had the exact same issue. I contacted GoPro again and went through the same procedure of updating software, reformatting SD card, uploading sample footage. They then said there's nothing they can do and that if I wanted a refund I should take it back to where I purchased it from.
The problem with doing this is that I didn't purchase it. My friend bought this for me in 2016 and subsequently moved to America. I have the original receipt but it's still not in my name therefore I'm unable to make any claim from the store. My friend can contact them, etc. but it's certainly not going to be sorted out before I go away in 3 days. So a trip with my wife and kids that's cost me a fortune and a £400 camera that can't be used as I needed it to be. GoPro could've just held up their hands, admitted it was a manufacturing issue and given me the next model up that didn't have the same issue. If they've still got stock of a Hero4 and know they have this same issue then surely they'd have stock of a hero5 and could've sent that instead.
They've taken 3 months to get to this point knowing I wanted it for a trip and needed to use it with the Wifi enabled for them to say they won't do anything about it. They should've contacted owners of the Hero4 when they first knew of this issue. Mine was registered in my name on my GoPro account so they would've been able to do that. Instead they've kept quiet about the issue so they can get away with not replacing a load of Hero4's.
02-13-2019 07:54 AM
This is an unfortunate issue to be experiencing, however the camera's themselves are currently over 4 years old at this point and currently retail for anywhere between $100 - $150. Since the camera was purchased in 2016 it's well beyond the manufacturer's warrenty and it sounds like GoPro went above and beyond trying to resolve the issue and even sending you a replacement camera to try and fix the issue when they didn't have to. This is another reason I appreciate GoPro, they do try to work with their customers, even if that work is outside of the scope of what one would expect.
Even if the receipt was in your name, being purchased in 2016, I doubt the store itself would be issueing any returns either, they certainly wouldn't be obligated to. If your friend used their credit card to purchase, there may be extended insurance covering this item that extends beyond the manufacturer's warranty (a lot of people tend to forget that most credit cards carry this free insurance policy) however it's usually only for 2 years, not 4 or 5 years. Still, it may be worth checking out.
From a quick web search and the forum responses here, I see that disabling the WiFi seems to eliminate the helicopter noise.
I would suggest it being 2019, you upgrade your camera to a newer model. The GoPro Hero is a reasonable offering and has built in stabilization which makes a heck of a difference when shooting. If you're going abroad you may be even able to take advantage of tax free shopping to save a few bucks.
02-14-2019 01:41 AM
I hear what you're saying with regard the age of the camera but at the time it was the lastest GoPro. Granted they released the Hero5 within a couple weeks of me getting this. However, they still supplied these cameras with a manufactering fault and that's why I feel they should have replaced with a newer version of the Hero that doesn't have this issue. It was pointless and time wasting to send me another Hero 4 knowing it would have the same issue. It this was a fault that occured after 2 years then I could understand GoPro's stance on this but it's a manufactring fault so the camera was never capable of doing what it was meant to do.
Regardless, the store it was purchased from have been great. They've offered me a refund although not for the full price. I put a littel bit of extra cash down and now have the Hero 7 Black to take on holiday with me. I've ordered some extra batteries, screen protectors and an SD Card.
It seems weird to not have the supersuit on and I'm not sure if this is good or bad for snowboarding. I'll pose this question seperately within the forum though but if anybody reads this and has experience of it I'd be greatful for the feedback. I'm concerned that the rear screen will get broken especially if I put the camera in the buckle that I have attaced to the front of the snowboard. I won't use it much there but just a bit to get footage from a different angle i.e. looking up at me from the front of the board. This means the rear screen will be facing down the mountain and open to damage. I just don't know how tough the Hero7 is without the supersuit. My gut feeling is that it would be best to have one on but then I'm concernd about the affect that will have on the sound.
02-14-2019 04:30 AM
Personally, if I was going to do the shot like you mentioned, I would use: a surf mount with a tether, the SuperSuit with a floating back door (makes the camera easier to find if it breaks off, and a couple anti-fog inserts (temperature differences inside and outside case can cause condensation).
Yes, the audio will be muffled with this setup, however you can get plenty of ambient audio with the camera out of the SuperSuit and mounted on a Chesty, Headstrap, or handheld on a Handler or Shorty.