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Anonymous
Posts: 0

One year warranty ONLY on original purchase?!

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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: 7,798

Re: One year warranty ONLY on original purchase?!

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@Anonymous - 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

Anonymous
Posts: 0

Re: One year warranty ONLY on original purchase?!

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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

Adventurer
Posts: 14,123

Re: One year warranty ONLY on original purchase?!

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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

Anonymous
Posts: 0

Re: One year warranty ONLY on original purchase?!

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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: 14,123

Re: One year warranty ONLY on original purchase?!

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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.

Questions? Comments? Experience some world class customer support when you contact our Support Team by clicking on the Contact Us link at the bottom right on the main Support page. We'd love to hear from you!

Adventurer
Posts: 14,123

Re: One year warranty ONLY on original purchase?!

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

Anonymous
Posts: 0

Re: One year warranty ONLY on original purchase?!

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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!  

Adventurer
Posts: 14,123

Re: One year warranty ONLY on original purchase?!

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For me my replacement has no issues.   I understand  a product should work. and offer trouble free for the life of the camera.  WIth GoPro.com they are out for please  the customer,   they do not offer repairs only replacements. they do whatever it takes to make it right we think.

Anonymous
Posts: 0

Re: One year warranty ONLY on original purchase?!

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I completely agree and I guess what is troubling me now and my relationship with GoPro, is that they aren't taking responsibility for the lackluster products they are sending me, and they want me to buy another one that who knows how long it will work.
Adventurer
Posts: 14,123

Re: One year warranty ONLY on original purchase?!

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if you want to fix yourcamera the ndeal with gopro try searching for a repair center maybe it wil lwork out better.  

Highlighted
Anonymous
Posts: 0

Re: One year warranty ONLY on original purchase?!

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Thank you for the suggestions. I am currently in Japan so I will look around here! Thank you!
Adventurer
Posts: 14,123

Re: One year warranty ONLY on original purchase?!

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gopro is a good camera and there are other companies out there as well  I am sure you heard of  their names. so maybe it is worth the look or even an investment I  may be happier with a  less expensive camera that does  just as well or even better. but I like hte way gopro is  in ways.   s oit is  really a hit -n-miss in ways/ maybe they are  trying to hard and pushing out lemons, never know, right.   only a f raction find it here and most are trouble posts. of just users not knowing how to use their cameras.

Anonymous
Posts: 0

Re: One year warranty ONLY on original purchase?!

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I have been using GoPro for over 5 years and I used my Hero 3 almost daily for 3 1/2 years before the charging port broke.  Then I upgraded to the Hero5 black and have had trouble ever since.  I certainly am fluent with how to use the cameras, but I am strongly considering taking my clientele elsewhere.  

The saddest part of all this is GoPro not acknowledging the issue, nor my concern, but instead asking me to buy another at a discount.  Additionally, not even responding to my emails.  I think the sinking stock price is a direct reflection of the overextension of the company and the attempt to crank out more products to generate higher profits at the expense of maintaining quality and RELIABLE products.

Tourist
Posts: 3

Re: One year warranty ONLY on original purchase?!

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Customers don’t want “support in other ways throughout the life of the camera”, customers want solid cameras , reliable warranty and a customer’s service they can TRUST. This is not the case with gopro. I have been replaced 3-4 cameras since hero4 black. I remember back then they " were sorry and understood my dissatisfaction” however they didn’t knew why I was not having sound besides the fact that it was a 550E camera. They keep emphasizing on how much they “want to help” but you are actually a bank reserve for them and they don’t give a **bleep**. Never go back to gopro products, competitors are doing a great job currently guys.

Backpacker
Posts: 7,630

Re: One year warranty ONLY on original purchase?!

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GoPro Hero 2, Release date October 24 2011.  Still working!

3 x GoPro Hero 4 Blacks, Release Date July 6th 2015.  2 fully work, 1 retired in 2018 due to malfunction, however those camera's were worked hard (outdoor extended shoots on 90 degree+ days).

2 x GoPro Hero 6 Blacks Release date Sept 28th 2017.  Still working!

2 x GoPro Fusion Camera's. November 24th 2017.  Still working!

 

I can honestly say that I've experience excellent reliability with my GoPro camera's and I'm impressed by the support I see on these forums for their product.  All the camera's have a 1 year warranty and never failed within that time period.  As with my other electronic devices (laptop, fitbit, bluetooth headphones, phone etc...) they all offer a 1 year warranty from the date of purchase and this seems to be an industry standard.

 

 

Tourist
Posts: 3

Re: One year warranty ONLY on original purchase?!

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i believe both build quality and company culture were quite different when gopro hero 3+ was out. The hero 4 brought innovation and problems  as well. By that time gopro couldnt handle the pressure to support customers .