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Reply
Tourist
Posts: 7

One year warranty ONLY on original purchase?!

Hello,
I have recently come into a difficult situation with my relationship, trust and confidence in GoPro and their products.  Perhaps someone in this thread can calm or educate me on this.

I purchased a Hero 5 Black in October 2016. In October 2017 the screen stopped working and GoPro quickly sent me a replacement (per the 1 year warranty).  The replacement now, barely 6 months later is having the same problem and neither of the screens work. 

Can someone explain why the replacement no longer carries its own warranty?  GoPro has informed me that they only 'guarantee' the camera from the original date of purchase.  So, to me, as a customer, that makes me think they can send out another recycled/used or 'lemon' camera and I am stuck without any confidence in its longevity or functioning. 


Has anyone had this probem and/or feel like the quality of the cameras has not been sustaining?  I have owned almost every model of GoPro and most of the accessories, including the Karma and the Fusion, and I don't want to change to a different action camera company, but I'm losing confidence in quality and this policy is not helping.  

Please help me with your suggestions or experiences.

 

GoPro Community Manager
Posts: 5,853

Re: One year warranty ONLY on original purchase?!

@ryansacrobat - Our warranty does only cover manufacturer's defects from the date of purchase of the original camera. Warranties do not renew with each replacement unit that may be offered. Our warranty policy is posted at https://gopro.com/help/articles/Block/Warranty-Information.

 

However, we do offer support in other ways throughout the life of the camera. If you continue to work with our Support team, they may be able to find solutions other than replacing the camera.

 

Jeff

Tourist
Posts: 7

Re: One year warranty ONLY on original purchase?!

Jeff,

Thank you for taking the time to respond in this thread.  I had recently had a conversation, via email, with a support representative that, now, no longer returns a response as I had mentioned a similar sentiment in my last email to him.  

My concern on this matter is two-fold. The first, which I feel is the main focus is that GoPro has been avoiding acknowledging in all my comments and inquiries, questioning why does it appear that the quality of the cameras GoPro distributes is lacking in recent years.  As I mentioned, I had a Hero Black 5 that lasted just under 1 year, and its replacement that lasted no more than 6 months.  The quality that many consumers have grown to appreciate and TRUST (to me) seems to be swept aside for the justification that there is a warranty or other 'favorable options' to satisfy the customer.


The other concern is why is the warrany only valid for the original camera?  Does GoPro send out recycled/used/refurbished cameras as the replacements?  If this is the case, it should be understood and explained to the customer during the replacement process.  Additionally, if this is the case, it reduces the VALUE of the "warranty," yet again eluding to my concern about the quality and expectation of GoPro products. 

I have read the warranty and been explained that by the representative, but the only option I have been presented with is to BUY another camera at a discounted price.  Asking me to buy another camera when GoPro replaced my puchased one with a lemon and provided no guarantee seems like a bad method of providing that quality and trust between customer and business,  and, dare I say it, a scam. 

 

I can understand if this is the "Warranty Policy" but if that is the case, I think it should be revisited and recognize that it is deterring loyal customers and creating a lower expectation of the GoPro brand.

 

I am open to hearing other solutions for once again replacing my faulty camera. I will NOT be purchasing nor recommending any GoPro products until I feel this issue has been fully addressed and reconciled amicably. 

 

Respectfully,
Concerned Long-time GoPro Customer

Highlighted
Adventurer
Posts: 8,938

Re: One year warranty ONLY on original purchase?!

one year warranty no matter how many camera's were replaced once your original is out of warranty it's over.  I been there and that was one of my questions I asked  right away.  I also asked     for gopro to send out first, As they promised the trouble I had  was corrected on tehir table which was Not  True.

 

In your case you got a repair, went over the1 year and 6 months later gopro is clear of  replacing the camera, if you had taken out theextended warranty for 2 or 3 years then you have the right for a new replacement  (refurbished).  Otherwise you are out of luck.   I would think 30 days would be acurtisy of any company  that your warranty is at the end. not 6 months later.

 

FISH

Tourist
Posts: 7

Re: One year warranty ONLY on original purchase?!

Fish,
Thanks for your feedback and experience.  I don't exactly understand what you were were saying about 'trouble I had was corrected on their table.'

I guess I have never dealt with a warranty that regarded only the original purchase. Had I been offered an extended warranty at that time or knew a 2 or 3 yr warranty was absolutely necessary because the products they began putting out were less durable, I would have likely opted.  Its hard to believe they could send out basically anything and expect that to suffice as a replacement for the faulty product they originally sold you. That is where I am beginning to wonder about the QUALITY of their products. Is it worth buying knowing you only get a year out of 1, 2 or 10 replacement cameras.  Then 1 year later, you have to buy again? Or pay the premium for only 1 extra year guarantee?

I appreciate your feedback, but logically, the warranty still doesn't make sense.

Adventurer
Posts: 8,938

Re: One year warranty ONLY on original purchase?!

read the warranty info if fould 

 

https://gopro.com/help/articles/Block/Warranty-Information

 

It clearly does not list  the question you had it sure did it says  of hte original date of purchase that ends that.

 

GOPRO WARRANTY:

GoPro products and accessories are guaranteed against manufacturing defects one (1) year from the original date of purchase. GoPro's sole obligation in the event of such defects during this period is to repair or replace the defective part or product with a comparable part or product at GoPro's sole discretion. Except for such repair or replacement, the sale, processing or other handling of this product is without warranty, condition or other liability even though the defect or loss is caused by negligence or other fault. Damage resulting from use, accident, or normal wear and tear is not covered by this or any warranty. GoPro assumes no liability for any accident, injury, death, loss, or other claim related to or resulting from the use of this product. In no event shall GoPro be liable for incidental or consequential damages relating to or resulting from the use of this product or any of its parts. Because of possible user resealing error, this product is not warrantied against waterhousing leakage or any resulting damage. Please review and follow the instructions carefully when sealing the waterhousings! Returns or replacements of parts and/or products may be subject to shipping, handling, replacement and/or restocking fees.

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Adventurer
Posts: 8,938

Re: One year warranty ONLY on original purchase?!

As many new comers  have water issues  it also clearly says that as well they do not cover  water.

Tourist
Posts: 7

Re: One year warranty ONLY on original purchase?!

I understand the water damage issue.  That wasn't the problem in either of the cameras I had problems with. 

I noticed that the warranty said 'replacement at GoPro's sole discretion' which they have always done well in that area with satisfying the customers' concerns.  Until now, I never realized that it is the 1 year warranty clause that alleviates them from any future problems with the poor quality products they send to their customers as the courtesy replacement. 

 

I just can't believe the cameras they are manufacturing and actually selling are not lasting more than 6 months to 1 year!