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Tourist
Posts: 2

My battery cover is not flush, will this be a problem for snorkelling?

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Go Pro Forum Post 

I'm currently 1 week into a 6+ month trip in Southeast Asia. My GoPro Hero 5 was bought from Amazon and gifted to me a day before I left (making it less than 2 weeks old).

 

I was excited to take it snorkeling today, but before leaving I noticed that the battery cover is slightly raised on one side. I'm worried this means the unit isn't sealed against water anymore. I haven't dropped the GoPro at all and have been keeping it in its protective housing all the time, I also haven't tried to wedge a battery in the wrong way or anything like that. So I don't know if this is how it's supposed to be or if we got a defective model.

 

I've attached some pictures to show the extent of the raised door. Is this normal?

 

If not, how can I go about getting it repaired/replaced while I'm traveling? And is it covered by a guarantee? I'm really excited to use it to capture more footage of my journey, it'd be a shame if I don't feel like I can take it out in water or rain.

 

I've tried contacting the GoPro chat but can't seem to find a time where it's available. I can't get my Indonesian SIM card working to call the helpline and can't find an email address! This forum might be my last hope!

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Accepted Solutions
Tourist
Posts: 2

Re: My battery cover is not flush, will this be a problem for snorkelling?

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I eventually managed to speak to the online GoPro support and they said that it was a manufacturer error that needs to be replaced. Unfortunately I can’t replace it until I’m back home, but they’ve issued me a returns label for when I do.

They said not to submerge it and to use a waterproof case if I want to use it around water. Basically, it isn’t properly sealed.

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Adventurer
Posts: 13,858

Re: My battery cover is not flush, will this be a problem for snorkelling?

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How many times have you opened and closed your battery door? Have you taken an inside picture?  Your options are:

 

Amazon    follow how to return a product....

 

GoPro will require a proff of purchase paperwork in order to return any product under warranty, you are best to do this when at home, not on the road.  

 

gopro no longer uses an Email system they will only use theemail when a case is opened up, and all cases require a phone call in to  the CS Center located at the picture below..  the phone number you asked for in Indo... is there  there are two.  The chat can be used, and only works  in the time zone of pcf USA so match up your time to theirs.

 

In the mean time your trip is more important go get a supersuit dive case and use it for any water activity, period.  you have the option to get one if you want to continue water use, otherwise your camera works DO NOT DUNK HER.    good luck

 

 

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Indonesia

780 332 18912
780 332 72913

Hiker
Posts: 90

Re: My battery cover is not flush, will this be a problem for snorkelling?

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Hi, my brand new out of the box GoPro Hero 6 looks the same on the battery door. Did you manage to get a response if it's normal (within the admitted tolerances). It does not seem to affect the closing, I can hear the click. I am worried that it will be o problem in the future in the sense that it will agravate.

Hiker
Posts: 90

Re: My battery cover is not flush, will this be a problem for snorkelling?

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looking at the picture better, maybe is not as raised as yurs but is definetly not flushed.
Adventurer
Posts: 13,858

Re: My battery cover is not flush, will this be a problem for snorkelling?

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It's a month later and Main poster  should have reported his resolution?   

Tourist
Posts: 2

Re: My battery cover is not flush, will this be a problem for snorkelling?

[ New ]
I eventually managed to speak to the online GoPro support and they said that it was a manufacturer error that needs to be replaced. Unfortunately I can’t replace it until I’m back home, but they’ve issued me a returns label for when I do.

They said not to submerge it and to use a waterproof case if I want to use it around water. Basically, it isn’t properly sealed.
Adventurer
Posts: 13,858

Re: My battery cover is not flush, will this be a problem for snorkelling?

[ New ]

There you go.  great to hear,  if it is important to go in the water BAG it with a waterproof one  or get a super suit properly designedfor gopro. if you need to go in the wter.

Hiker
Posts: 90

Re: My battery cover is not flush, will this be a problem for snorkelling?

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Hi, thank you very much for your response. I also talked to a gopro representative and they definately said that it's a manufacturing problem, it must be perfectly flushed. Today I sent it to may country reseller and hope to get the replacement soon as possible, as they are out of stock. I'm hoping they get a new batch without this problem. I will report back as soon as I get the new one.

Hiker
Posts: 22

Re: My battery cover is not flush, will this be a problem for snorkelling?

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I'm on my second Hero6 and both of them had a slight bulge on the battery cover. I think all of them are similar. Here is what mine looks like. I think its normal.

battery_door.jpg
Adventurer
Posts: 13,858

Re: My battery cover is not flush, will this be a problem for snorkelling?

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Here is my camera.   If I  put a dollar bill flat It may match up, it is not going to be a credit cards  thickness if flat, is htat hte thickness you are having?   If I were to  trust it I find a way to run  water like a que tip  seeing ifany water passes the seal I dry it before I open the door and see if it passes  int othe bat area.   that amount of water will not harm the camera , a full dunk will.  

 

added note I can put pressure down on the door andfeel flex because I am forcing it not super hard but hard enough.  do I ttrust my camera, I never dunked  my hero 6 yet or even my hero 5. only my hero 4 session.

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Hiker
Posts: 90

Re: My battery cover is not flush, will this be a problem for snorkelling?

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@fishycomics, if my GoPro looked like that at the battery door I wouldn't consider taking it back; but if it looked like @artztech's GoPro I would have send it without thinking twice. What I think is that they had a bad lot. If the replacement will look like it has a defect I will consider waiting for the GoPro Hero 7 but the thing is I don't know if the battery and the dual charger will be compatible as I already invested in that. Fingers crossed.

Adventurer
Posts: 13,858

Re: My battery cover is not flush, will this be a problem for snorkelling?

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I amsure the accesorries will work. as the Hero 7 will be same camera updated firmware and added features, doubt any new hardware installed.

Hiker
Posts: 22

Re: My battery cover is not flush, will this be a problem for snorkelling?

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Now I'm starting to get worried about my door cover. Do you guys think its really that bad? Can we get more people post an image how theirs looks like? I wish someone from GoPro would chime in on this. I still have one week to get an exchange but I don't want to get another and find something else wrong with it.

Hiker
Posts: 90

Re: My battery cover is not flush, will this be a problem for snorkelling?

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As you, I have the same worries, but you know what, I will exchange it until I get good unit.

In the picture atached is my battery door and the official chat support told me that is definitely a manufacturing defect and waterprofness is affected by that. If it were a 100 dollars camera I wouldn't have bothered but it's 500 dollars in my country so at this kind of money no manufacturing defect, no matter how small, is acceptable.

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