GoPro Customer Service Issues

I purchased the GoPro Hero 5 last November and have only used it for less than 5 hours. It is advertised as waterproof up to 33ft, so I took it on a snorkeling trip during my vacation to the Galapagos Islands. Unfortunately, it leaked and stopped working on the first day. When I tried to contact GoPro, I discovered buried in their manufacturer's warranty on their website that they do not cover waterhousing leakage or any resulting damages due to possible user error in resealing. It's frustrating that they expect customers to prove they followed the directions after marketing it as waterproof without clear disclosure beforehand. I've been attempting to reach GoPro for the past 6 days, but have been unable to find a way to leave a message or speak to someone.

Dear GoPro, I recently came across a situation on Facebook where an individual named Ryan Melton is deceiving people by directing them to Amazon links for GoPro products in Facebook groups he manages. When users mention other sources such as GoPro, their posts get deleted. These fake sites mimic GoPro communities and misuse GoPro trademark images. I'm disappointed to have my posts removed multiple times, especially when I mentioned alternative sales options like other dealers or the GoPro trade-in program. I've reported this issue to Amazon as well, as it reflects poorly on their platform. If Amazon doesn't address this, I plan to cancel my 8-year Prime account. I've been a long-time fan of GoPro and own various products like Hero 3s, 4s, a new 6, accessories, karma grip, and GoPro Plus. Thank you for understanding the situation. It's important that you are aware of individuals misrepresenting the GoPro/Amazon affiliation, deleting Facebook messages, causing frustration, and damaging the reputation of GoPro. Stan

Subject: Lost GoPro Hero 5 Session in River Hello GoPro, I purchased a GoPro Hero 5 Session in November [redacted] to document my white water kayak adventures. Unfortunately, during a recent run, my camera came out of its case and was lost in the river. The camera was securely tethered to my helmet, and the case was properly closed as usual. This incident occurred without any major impacts or collisions. I have extensively used this camera on similar trips without any issues, and it was in excellent condition with plenty of life left. I would appreciate any assistance you can offer in replacing it. Thank you, K. A.

Dear GoPro, I was using a GoPro HERO5 Session that I purchased in November **** to film a white water kayaking adventure. Unfortunately, the camera fell out of its case and was lost in the river. I have used this camera on multiple similar trips without any issues until now. Despite using a tether to secure it to my helmet and ensuring the case was closed tightly, the incident occurred. I am seeking a promotional offer on a new HERO5 Session, as the lost camera was in excellent condition with plenty of life left. Thank you, Kyle A. The camera slipped out of the case during a wave impact despite being tethered. I suggest exploring options to improve case security or add a hard point for direct tethering to the camera. I have been using GoPros for five years to capture my kayaking experiences, and this mishap has not happened before while using a tether.

Dear GoPro Team, I had an unfortunate incident while using my GoPro Session Hero * during a white water kayak run where the camera came out of the case and got lost in the river. Despite securely fastening the case shut and using a tether, the camera was still lost during the trip. I have used this camera extensively on similar trips without any issues prior to this incident. I would appreciate it if I could get a discount on purchasing a new camera of the same model, as the lost one was in excellent condition. I believe there should be an improved mechanism to secure the case or a designated spot on the camera to attach a tether securely. I have been a loyal GoPro user for many years and have never encountered this issue before. Thank you for your assistance. Best regards, K.A.

Hello, I'm hoping someone can take a moment to read my message or direct me to the right person. I'm Michael from the group unfunctional, where we create car content videos and showcase our ongoing builds. I've been using my GoPro with an external microphone setup for the past 5 years without issues until this past weekend. While filming at a car show, someone stole it from my car. The event organizers are not at fault, but the loss of this recording device is a significant setback for our Youtube and social media content. I'm unable to afford a replacement at the moment, which will pause our video production. As a long-time customer, I'm reaching out to inquire if there's a possibility of receiving a new one, even a used device would suffice. I'm not accustomed to asking for free items but thought I'd explore the support a reputable company like yours could offer. In return, we can feature your brand in our videos as a gesture of appreciation. Unfortunately, not everyone respects others' belongings, but I thought it wouldn't hurt to ask. Wishing you all a great day and looking forward to any assistance you can provide. Sincerely, Michael.

I purchased my GoPro Hero 6 a few months back in May [redacted]. I never used it underwater until last week on July 22, [redacted], at the hotel pool. Concerned about water damage, I was extremely vigilant, making sure all lids were securely closed before submerging the camera. Within less than five minutes of being in the water, the screen shut off. Panicked, I removed it from the pool to dry it out. Upon inspection, I discovered water in the charging and battery compartments, as well as on the front LCD screen. Despite attempting various online fixes, such as using rice to absorb moisture, the camera still wouldn't turn on. I've been unsuccessfully trying to contact GoPro customer support via live chat and phone calls for days, but have been unable to reach them. Unfortunately, there is no regional phone support available in Malaysia, adding to my frustration. I'm desperate for a solution to salvage my GoPro. As a student who saved diligently for this camera, it's disheartening to face this issue.

I purchased my GoPro Hero 6 in May [redacted] but only used it underwater for the first time last week, on July 22, [redacted], in a hotel pool. Shortly after submerging it for less than 5 minutes, the screen turned off. I was worried about water damage and carefully checked all the lids to ensure they were securely closed before putting the camera in the water. Upon removing it from the water, I found water in the charging and battery compartments, as well as visible water inside the front LCD screen. Despite trying to dry it out by following online advice such as using a rice bag, the camera still wouldn't turn on. I've been attempting to contact GoPro customer support via live chat and phone calls for a few days, but without success. Unfortunately, there is no regional phone support available in Malaysia, which is quite frustrating. I'm a student who saved up for a long time to purchase this action camera, and it's disappointing to face this issue. Any guidance on how to salvage my GoPro would be greatly appreciated.

I purchased my GoPro Hero 6 a couple of months ago in May [redacted]. I never used it underwater until last week on July 22nd, [redacted], at the hotel's pool. I was anxious about water damage, so I carefully checked each lid to make sure it was securely closed before placing the camera in the water. Shortly after putting it in the water (less than 5 minutes), the screen turned off automatically. Worried, I quickly removed it from the pool and tried to dry it out. I was surprised to find water in the charging and battery compartments when I opened it up. There was also water visible on the front LCD screen, which was impossible for me to dry. I attempted to follow online suggestions like putting it in a bag of rice for a few days, but it still wouldn't turn on afterward. Upon returning home, I tried to contact GoPro customer support via live chat and phone calls for several days without success. Unfortunately, there is no regional phone support available in my area (Malaysia), which is very frustrating. I'm a student who saved up for a long time to buy this dream action camera, and it's incredibly disappointing. What else can I do to salvage my GoPro? Your assistance would be greatly appreciated.

Recently, my GoPro, which I've owned for less than a year, was hit by an airsoft gun on a warm day. Initially, I noticed only a crack on the front screen. However, I later observed that both front and rear lights were flashing continuously despite my efforts to operate the camera. The device started overheating, leading me to remove the battery to cool down. Upon reinserting the battery, the camera failed to power on. Even after attempting to charge it, the issue persists. I believe the internal components might have been affected by the heat rather than the physical impact on the screen. I would appreciate it if you could repair the camera, provide a replacement, or offer a partial refund. While the cracked screen can be overlooked, my main concern is restoring the camera's recording functionality.

Hello everyone, I recently placed an order for a GoPro Hero 7 Black and was required to use the "Express Service | 2-3 Days" for an additional charge of 34.74 Euro. Despite expecting the delivery sooner due to this express delivery option, I was disappointed to see that the delivery date was scheduled for a later date according to UPS. I contacted customer support, but unfortunately did not receive assistance. I am requesting a refund for the express delivery fee since the delivery commitment was not met, and the delivery was not as fast as expected. I have fulfilled all requirements for the purchase and expect the company to uphold its commitments. I do not wish to hear about any delays or issues from the delivery company's side; my concern is solely the fulfillment of the promised delivery time. Having been a long-time customer with positive experiences using previous GoPro models, this incident has left me reconsidering future purchases with the company.

Hello, I am Greg Travers from South Florida. I rely on my GoPro for various activities like surfing, diving, fishing, and camping. Sadly, the side trap door of my Hero 5 has become flimsy and falls off frequently, even during crucial moments like when I tried to document flawless waves in a rush after work. The trapped water damaged my GoPro, causing glitches. Despite working long hours, I struggle financially with overdrafts each week, affecting my standard of living. I appeal for assistance, either a replacement for the faulty Hero 5 or a discounted upgrade to the GoPro 7, given the circumstances. My social media presence, particularly in water sports, allows me to promote GoPro consistently. Amid challenges, GoPro enables me to share quality moments with loved ones. Thank you for your time and attention. You can reach me at [redacted] or Phone [redacted]. Wishing you a fantastic week ahead. Greg Travers.

I am a member of Veterans on Patrol (VOP) actively patrolling the Arizona/Mexico border to combat human and drug trafficking. You can find updates and footage of our work on my YouTube channel under the username lazy biker. Our efforts have also attracted attention from the independent journalist dsw74news, who uses a GoPro Killer camera to document our activities. As a Search and Rescue (SAR) team member, I am interested in switching to a GoPro to enhance our documentation. We are a volunteer-based organization funding ourselves, partially through donated gift cards. I kindly request assistance from GoPro to provide us with the necessary equipment for our border operations. Currently, my Hero4 Silver frequently overheats and shuts down, causing the loss of crucial video footage. Additionally, improving the user-friendliness of the video editing software Movavi would greatly benefit our content creation process.

I am a member of Veterans on Patrol (VOP) conducting searches along the Arizona-Mexico border for human and drug traffickers. You can find our activities on my YouTube page, Lazy Biker. Our efforts are being covered by independent journalist, D.S.W. News, using the GoPro Killer camera. My Search and Rescue (SAR) team wish to switch to documenting on GoPro to enhance our footage. As a volunteer group relying primarily on self-funding and donated gift cards, I kindly request support from GoPro to help us document our border endeavors. Currently, I am using a Hero* Silver which overheats frequently, causing video loss. The video editing software Movavi could also benefit from being more user-friendly and straightforward.

Hello, I am sharing a message on behalf of my son, who is currently in Bali, Indonesia. We recently bought the new Gopro Hero 7 Black from Amazon Prime. "Greetings, I encountered some problems while snorkeling today. Initially, the camera worked well, but then the back screen started malfunctioning, eventually turning black with grey lines. I suspect water may have entered the camera while I was filming at a shallow depth. I took care to seal everything properly. I am disappointed to face this issue with my new Gopro. I purchased it in the US on Amazon before coming to Bali, Indonesia, specifically to use it here. As I won't be returning to the US soon, I can send the camera to an address you provide for repair. However, I'd prefer not to cover the shipping costs, considering this seems to be a factory problem. Thank you, Juan Estanislao"

Hello, I recently bought the new GoPro Hero 7 Black. While snorkeling today, I encountered issues with the camera. Initially, it was working fine, but then the back screen started malfunctioning and eventually went black with grey lines. I suspect water may have seeped inside, even though I was in shallow water and had sealed everything correctly. I am disappointed by this problem with my new GoPro. I purchased it in the US from Amazon before coming to Bali, Indonesia, specifically to use it here. As I won't be returning to the US soon, I'm willing to ship the camera for repair if you provide an address, but I hope not to bear the shipping costs since this seems to be a factory defect. Thank you, Juan

Dear GoPro Customer Service, I am extremely frustrated with my recent purchase of a GoPro Hero 7 Black. Despite spending $[redacted], I am facing issues such as freezing and short battery life during recording. This is unacceptable, especially considering the importance of capturing moments like the imminent birth of my daughter. I am now left without funds to invest in a better camera. I feel let down by the product and the lack of support. I have tried changing the SD card with no improvement. Serial Number: C[redacted][redacted] Original Memory Card: SanDisk Extreme PRO 128GB XC1 V30 A1 Replacement SD Card: SanDisk Ultra 16GB HC I Please advise me on how to resolve these issues as I am at a loss for what steps to take next. Thank you.

Hello, I recently purchased a Hero7 Black and used it during a trip to Colombia. Despite taking great care of it, I encountered some operational issues with the GoPro from the first day of use. Here are the primary problems I faced: 1) The GoPro had trouble turning on when we needed it to record or take photos. I pressed the power button firmly and even attempted holding it down for longer periods, but the device did not respond immediately. After some struggle, it would eventually turn on, causing us to miss capturing important moments. 2) Inserting a fully charged battery sometimes resulted in the GoPro displaying 0% battery. Turning it off and on would then show the correct battery level. This issue occurred at times when I tried to record without turning the GoPro on first. 3) The battery percentage would decrease normally but then suddenly drop to 3% or 0% and remain there for a while before shutting off. 4) As the battery level decreased, the recording time was limited by the GoPro, starting at 20 seconds and decreasing to 5 seconds as the battery neared 0%. Our primary concern is the unreliable startup of the GoPro. We would appreciate assistance in getting a replacement or having it repaired. Thank you, N. Iverson

I want to discuss a recent purchase. I've always been a fan of GoPro cameras for their versatility in capturing my various sports and activities, like snowboarding and snorkeling. I previously owned the Hero 3+ Black Edition for years before upgrading to the Hero 7 Black Edition for its improved features. While the image quality is excellent, I have several concerns about the design of the Hero 7. Unlike the Hero 3 which had a protective casing, the Hero 7 is now water and shockproof without the need for a case. However, I find the new housing to be flimsy and unsatisfactory. The soft rubber finish on the camera is attractive but prone to wear, especially at the top corner where it rubs against the housing during charging. Additionally, I find the battery and port flaps problematic due to the dirt accumulation around the edges. Even after rinsing the camera in freshwater after snorkeling, salt residue persists around these areas. Considering the price of the product, I expected a higher build quality and longevity. I hope to hear back from you soon. Thank you, A.

I'm having trouble downloading the GoPro app on my Samsung phone running Android 5.1.1. Despite using older phones successfully, my current phone is not deemed compatible. I attempted to download an APK file but encountered parsing issues. I couldn't locate a desktop version on the website, only Quik, Fusion, and Passenger. Is the desktop version now integrated into Quik? Any assistance would be greatly appreciated.