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%3CLINGO-SUB%20id%3D%22lingo-sub-383546%22%20slang%3D%22en-US%22%3E%23goproplus%20Replacement....%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-383546%22%20slang%3D%22en-US%22%3E%3CP%3E%3CSTRONG%3EShort%20Story%3A%3C%2FSTRONG%3E%3C%2FP%3E%3CP%3EI%20would%20like%20to%20understand%20how%20I%20request%20a%20replacement%20device%20that%20has%20suffered%20water%20damage%20and%20will%20no%20longer%20switch%20on%20despite%20my%20best%20efforts%20and%20trying%20an%20alternative%20battery.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3E%3CSTRONG%3ELong%20Story%3A%3C%2FSTRONG%3E%3C%2FP%3E%3CP%3EI%20am%20genuienly%20still%20upset%20about%20the%20matter%20don't%20get%20me%20wrong%20no%20one%20died%20and%20these%20things%20happen%20but!%20I%20travelled%20to%20Mexico%20(from%20Scotland)%20and%20decided%20to%20spend%20close%20to%20%C2%A3100%20on%20additonal%20luggage%20size%20to%20take%20my%20Karma%20Drone%20with%20me%20and%20capture%20some%20footage%20in%20paradise%20and%20a%20holiday%20of%20a%20lifetime%20(or%20at%20least%20a%20very%20expensive%20one!)%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EAs%20you%20will%20know%20these%20drones%20require%20a%20GoPro%20to%20work%20however%20after%20a%20few%20days%20of%20using%20my%20GoPro%20with%20no%20drama%20in%20Mexico%20it%20met%20an%20untimely%20death%20in%20the%20shallow%20end%20of%20my%20pool!%20Supposodly%20%22%3CSPAN%3EThe%26nbsp%3B%3C%2FSPAN%3E%3CSTRONG%3EGoPro%20HERO%207%3C%2FSTRONG%3E%3CSPAN%3E%26nbsp%3Bis%20waterproof%20down%20to%2033ft%20(10m)%20without%20the%20housing%22%20however%20my%20device%3C%2FSPAN%3E%20managed%20to%20allow%20water%20into%20the%20casing%20at%20around%204ft%20which%20damaged%20the%20camera%20beyond%20repair%20and%20meant%20that%20not%20only%20did%20I%20not%20have%20an%20action%20camera%20for%20the%20majority%20of%20my%20trip%20but%20all%20the%20extra%20effort%20to%20bring%20the%20much%20malinged%20drone%20with%20me%20was%20all%20for%20nothing.%26nbsp%3B%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EGoPro%20have%20such%20a%20good%20reputation%20but%20to%20say%20I%20am%20dissapointed%20is%20an%20understatement%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-383546%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3EHERO7%20Black%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E%3CLINGO-SUB%20id%3D%22lingo-sub-383567%22%20slang%3D%22en-US%22%3ERe%3A%20%23goproplus%20Replacement....%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-383567%22%20slang%3D%22en-US%22%3E%3CP%3EHi%20%3CA%20href%3D%22https%3A%2F%2Fcommunity.gopro.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F115218%22%20target%3D%22_blank%22%3E%40goofkdy%3C%2FA%3E%3C%2FP%3E%0A%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%0A%3CP%3EWas%20the%20camera%20attached%20to%20the%20drone%20when%20it%20got%20into%20the%20water%3F%3C%2FP%3E%0A%0A%3CP%3EThis%20setup%20basically%20requires%20for%20the%20side%20door%20to%20be%20removes.%3C%2FP%3E%0A%0A%3CP%3ERemoving%20the%20side%20door%20on%20the%20camera%20will%20leave%20the%20USB%20ports%20exposed%20which%20compromises%20the%20camera's%20waterproof%20ability.%20So%2C%20without%20the%20door%20attached%2C%20the%20camera%20is%20not%20waterproof.%3C%2FP%3E%0A%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%0A%3CP%3EYou%20may%20reach%20out%20to%20our%20Support%20Team%20and%20let%20them%20take%20a%20look%20at%20what%20happened%20and%20check%20on%20your%20options.%3C%2FP%3E%0A%0A%3CP%3E%3CA%20href%3D%22https%3A%2F%2Fgopro.com%2Fhelp%2FContactUs%26nbsp%3B%22%20target%3D%22_blank%22%20rel%3D%22noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%20noopener%20noreferrer%22%3Ehttps%3A%2F%2Fgopro.com%2Fhelp%2FContactUs%26nbsp%3B%3C%2FA%3E%3C%2FP%3E%0A%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%0A%3CP%3EThanks!%3C%2FP%3E%0A%0A%3CP%3EEj%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-383615%22%20slang%3D%22en-US%22%3ERe%3A%20%23goproplus%20Replacement....%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-383615%22%20slang%3D%22en-US%22%3E%3CP%3EHi%2C%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3ETo%20answers%20yours%20question.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3E%3CSTRONG%3ENo%20the%20GoPro%20was%20not%20attached%20to%20the%20drone%20and%20the%20side%20casing%20was%20connected.%20%3C%2FSTRONG%3E%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EThe%20point%20of%20my%20%22long%20story%22%20was%20to%20share%20my%20fustration%20that%20despite%20going%20to%20alot%20of%20additional%20trouble%20(my%20choice%2C%20granted)%20I%20was%20unable%20to%20use%20my%20drone%20at%20any%20point%20due%20to%20the%20GoPro%20suffering%20a%20malfunction%20a%20few%20days%20into%20a%2014%20day%20trip.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EThe%20reason%20for%20my%20post%20in%20this%20forum%20is%20due%20to%20to%20the%20fact%20that%20despite%20%22%3CSTRONG%3EChat%20support%20for%20customers%20who%20purchased%20GoPro%20Care%20and%20GoPro%20Plus%20is%20available%2024%20hou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Tourist
Posts: 5

#goproplus Replacement....

[ Edited ]

Short Story:

I would like to understand how I request a replacement device that has suffered water damage and will no longer switch on despite my best efforts and trying an alternative battery.

 

Long Story:

I am genuienly still upset about the matter don't get me wrong no one died and these things happen but! I travelled to Mexico (from Scotland) and decided to spend close to £100 on additonal luggage size to take my Karma Drone with me and capture some footage in paradise and a holiday of a lifetime (or at least a very expensive one!) 

 

As you will know these drones require a GoPro to work however after a few days of using my GoPro with no drama in Mexico it met an untimely death in the shallow end of my pool! Supposodly "The GoPro HERO 7 is waterproof down to 33ft (10m) without the housing" however my device managed to allow water into the casing at around 4ft which damaged the camera beyond repair and meant that not only did I not have an action camera for the majority of my trip but all the extra effort to bring the much malinged drone with me was all for nothing. 

 

GoPro have such a good reputation but to say I am dissapointed is an understatement

GoPro
Posts: 9,537

Re: #goproplus Replacement....

Hi @goofkdy

 

Was the camera attached to the drone when it got into the water?

This setup basically requires for the side door to be removes.

Removing the side door on the camera will leave the USB ports exposed which compromises the camera's waterproof ability. So, without the door attached, the camera is not waterproof.

 

You may reach out to our Support Team and let them take a look at what happened and check on your options.

https://gopro.com/help/ContactUs 

 

Thanks!

Ej

Tourist
Posts: 5

Re: #goproplus Replacement....

Hi,

 

To answers yours question.

 

No the GoPro was not attached to the drone and the side casing was connected.

 

The point of my "long story" was to share my fustration that despite going to alot of additional trouble (my choice, granted) I was unable to use my drone at any point due to the GoPro suffering a malfunction a few days into a 14 day trip.

 

The reason for my post in this forum is due to to the fact that despite "Chat support for customers who purchased GoPro Care and GoPro Plus is available 24 hours a day." the chat open is closed ? This is not a great first exerience of GoPro customer services.

 

I \work a 9-5 Mon/Fri job so the chat option would be my preferred form of communication rather than having to take time out of my working day to call someone is there an email address to contact customer services or a form to start the process for a replacement device?

 

Many Thanks

Explorer
Posts: 11,686

Re: #goproplus Replacement....

Change your location to USA English and make sure you are logged in with the same email that you used to sign up for GoPro Plus. You shouldn't have any issues starting a chat if you have GoPro Plus.

Sorry to hear about the camera getting water inside of it. I surf with my HERO7 Black and HERO6 Black 3-4 times a week. They are most certainly waterproof if the doors are closed properly and the gasket is clean. What I've noticed though, is the door can often seem to be closed but hasn't completely latched. As a precaution, I always slide my finger on the doors with a moderate amount of pressure to see if they slide open or not. As a test, you can remove the battery from your camera and put some tissue inside. For the media door, you'll want to place a small and thin tissue that doesn't overlap the gasket. Shut the doors completely and then dunk the camera. If the tissue gets wet, then there is an issue with your door or gasket. If not, then it's more likely that the door wasn't shut as well as you had thought.
Tourist
Posts: 5

Re: #goproplus Replacement....

Thanks Daniel.

I do appreciate the response but having used my go pro in and out of water for months now I am comfier the the casing door was not the issue.None the less thank you for your input and guidance.

Despite trying for several hours I have been unable to to speak to anyone on the chat.
GoPro
Posts: 9,537

Re: #goproplus Replacement....

Hi @goofkdy

 

I have just initiated a test chat session and was able to get through.

Please try again. Make sure to change the language to US-English.

 

Thanks!

Ej

Tourist
Posts: 5

Re: #goproplus Replacement....

I have resorted to calling customers services on my lunch break as the chat despite numerous attempts has not worked for me I was told by a customer service colleague that only two people man the chat bot......
GoPro
Posts: 9,537

Re: #goproplus Replacement....

Hi @goofkdy

 

Do you have the case number from the last time you contacted the team?

You should be able to get through to the team either by phone or chat during these times.

 

Thanks!

Ej