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Tourist
Posts: 2

Water in lens - No support - Hero 7 silver

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Hi,

I am trying to contact support team for about a month now without any luck.

Chat does not work (page loads empty white throughout the day) and support tickets did not get any reply.

Is anyone else facing issues with support?
The response time is horrible.

Did not expect that from a Company like GoPro

My hero 7 when first placed under water (0.5 m) got water under lens.

Customer experience can't be worse...
GoPro
Posts: 23,392

Re: Water in lens - No support - Hero 7 silver

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Hi @quickalp800

 

So long as the side door is closed, the HERO7 Silver is waterproof down to 10m (33ft) without a housing.
While water damage is usually not covered by the warranty, let our Support Team take a look at what happened. 
 

If you are having trouble getting through, try using an alternate browser or go on incognito mode.

Changing the region to US-English should also help.

 

Thanks!

Ej

Tourist
Posts: 2

Re: Water in lens - No support - Hero 7 silver

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Hi,

Have registered a ticket requesting a callback 3.5 weeks ago.
Ticket Id is 07884347.

Can your support check the ticket and call me ?
GoPro
Posts: 11,878

Re: Water in lens - No support - Hero 7 silver

[ New ]

Hello @quickalp800. Our Support Team has tried calling you back to no avail when the ticket was created. Please try submitting another request so we can assist you further.

 

When contacting our Support Team through https://gopro.com/help/ContactUs, if you haven't yet, try again after clearing cache and cookies or using a different browser. You may also explore using an incognito browser to see if it makes a difference. Also, please try to manually enter the details on the form; do not copy-paste the info.

 

Once on the page, fill out the form and you will be given an option to initiate a chat conversation or to request a callback. Be sure to put in your best contact number on the form.

 

If having trouble connecting to our Chat Support team. You may try changing the location and language to "US, English" on the webpage.

Sightseer
Posts: 1

Re: Water in lens - No support - Hero 7 silver

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Bonjour,

Je rencontre le même problème sur ma GoPro Hero 7 Silver : de l'eau s'est introduite entre la lentille et le verre de protection alors que j'ai voulu faire un premier essai en barbottant dans les 80cm d'eau de ma piscine...

Avez vous eu une réponse du support GoPro finalement?

Cdlt.

GoPro
Posts: 11,878

Re: Water in lens - No support - Hero 7 silver

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Hi @vitallight776. We want to look at what happened to see how we can help. Please contact our Support Team through https://gopro.com/help/ContactUs to initiate a callback request or chat with one of the representatives.