Water leak issue [ New ]

[jlmtds]

Hi gopro! I'm from Philippines. Can you help me with my gopro hero black 5? Huhu I don't know what happen but last Feb 16-17, 2018 i took my gopro to surfing and swimming in the beach. On Feb 17, I noticed there's a water inside the front led. So I immediately stop using it and let it dry through rice for a week. But after a week, the front led does not function anymore and days after the camera became blank. I repeatedly remove the battery and restart it. the main lcd sometimes stucks or may capture but a distorted photo. Please help!

[mariustanya · Accepted solution]

Hello @jlmtds, 

Thank you for trying to contact the Support team. We would like to get a better understanding of what may have caused the water damage that is why it is best to have one of our team members take care of the case. Please try again during Support's operating hours. 

Hi @jann14, 

Please get in touch with our Support team through https://gopro.com/help/ContactUs so we can directly assist you with the case. 

Thanks, 
Marius

[jlmtds]

Will your team be able to replace this with a new one? I badly need your help

[aragon1006]

Hi @jlmtds

Water damaged cameras are not usually covered by the standard warranty but we are happy to look into this further and see what we can do to help you out.

Please reach out to our Support Team via phone or chat. https://gopro.com/help/ContactUs

Thanks!

EJ

[jlmtds]

Hi @aragon1006

I tried contacting your team but the support team always says closed. And there's no hotline number of the philippines. Help!

[mariustanya]

Hello @jlmtds, 

You can check this link: https://gopro.com/help/articles/Block/Telephone-Numbers

There are regional phone numbers on the page. Better yet, as there is no number for the Philippines, you can opt to chat with one of our Support team members. They will be available as early as 6AM PST (or 9PM your local time).

Thanks,

Marius

[jlmtds]

Hi Mariustanya,

Been trying to contact your team, but still it is not available.

Why does my camera been leaked even when it does not exceed on a 10m depth of water and its actually been thoroughly protected with a case. Sighs!


Julie

[jann14]

Water damaged cameras are not usually covered by the standard warranty(...).

Excuse me, there is something I don't understand. You advertise GoPro Hero 6 as a fully waterproof device up to 10 m or 33 feet. But if camera has a water leak you are now just saying that this is not covered by standard warranty?

Come on, this sounds like absolute nonsense to me. 

Especially since GoPro resigned to use waterproof case as a standard water protection. And what is more important in your latest cameras this is considered as a feature. Unfortunately if you avoid providing warranty for such cases this is not a feature anymore. It is definitely a huge con for someone who trust you and chooses a GoPro as a device which might be used under water without any other protection.

This is ridiculous, seriously... And as your customer I am strongly disappointed at the moment.

[jlmtds]

Hi jann14,

That's true! I'm strongly disappointed too with them. One reason that I was convinced to try their products is because of its "waterproof" feature. And now they left me hanging in the air.

Their technical support team also can't be reached.

Hoping they will consider my item for a replacement, my gopro hero 5 is still new and well taken care of.

Julie