“Gopro Hero 11 Black is not waterproof and Gopro refuses warranty service!
First use of the camera was on vacation September 2023. During the first snorkeling immediately water has penetrated the camera and has destroyed the camera. Of course, the housing was sealed. After the vacation, I was even able to recover the incomplete underwater video from the SD card.
This proves the camera started up to the point of destruction due to water intrusion.
Unfortunately, communication with support is more than troublesome, as direct mail contact is not possible. You can only open a case in the customer portal and communicate by phone or chat and have to wait for GoPro to call back.
Here is the history of what happened:
11/21/2022 purchase of the Gopro Hero 11 Black directly in the GoPro store.
09/12/2023 First use vacation September 2023.
09/28/2023 Portal contact, my letter:
During the first underwater use, water has penetrated the camera.
The front display contains a water bubble.
The camera no longer works and must be repaired.
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One receives a case number ...
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This was followed by the transmission of images ...
09/29/2023 Response from GoPro:
I apologize for the delay in responding to your case.
I would like to inform you that based on the information and photos you provided, GoPro has determined that this is not a warranty issue.
We can exchange the camera for a fee.
The fee is 99€ + VAT. We will exchange the camera for the same model you have.
The fee is only possible by credit card.
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10/1/2023 My response:
I can not understand why this is not a warranty case:
There is no external damage you can see on the pictures, which confirms my proper handling of the camera.
Water has penetrated the camera, although the diving depth was not exceeded.
Only on the basis of pictures, this can not be verified, so no warranty can be excluded.
I ask you to check the camera.
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Since then I receive no response from GoPro, only silence.
Not even after a repetition of the message from 10/01/2023 and some more, my last contact attempt was on 10/24/2023.
This is the very sad reaction balance from a supposed market leader. I did not get the opportunity to send in the camera.
Although the camera is still in warranty, it is simply excluded without a technician ever having the defective camera in hand.
I just warn, never buy from GoPro Shop
Please excuse my German English.”
“If you are based in the UK, avoid buying direct from GoPro and buy from a UK retailer. This is especially the case if you buy their subscription with their products, which they will set to automatically renew by default. There are steps that companies should follow in the UK when renewing subscriptions, e.g. renewal emails with clear instructions on how to cancel. GoPro ignore these and they will take your money without giving notice. They will then hide behind their T&Cs and refuse to refund.”
“GoPro took an order from my son on September 27th for £433 and have delivered nothing. They have been chased but nothing has happened. He is an NHS doctor who had virtually no time off. This company has effectively stolen his money and relied on his being too busy to spend hours chasing them. All they do is create a new case number and ignore you. Do not buy from them!”
“Do not by direct from GoPro
Buy from a retailer or better still buy a different product
I ordered a Gopro max £478.00 and Gopro Hero 8 Black in December from Gopro them selves, Two boxes were delivered the Gopro hero 8 was in one and the other was empty. They delivered them to my next door neighbour, I know it was not them that removed the Gopro Max from the box and resealed it with brown packaging tape. I contacted Gopro to find out you can not talk to a member of their customer service team you have to fill in a page on their website and wait for them to call you back, which I did, Gopro have told me its a UPS issue I have contacted UPS who collected the packaging straight away, but when I called them back they told me GoPro was their client and they would not discuss the case with me. I have tried to contact Gopro at least 50 times using the contact me page on their web site but they never phone back, both UPS and Gopro are the two worst companies I have ever had the misfortune to deal with. STAY WELL AWAY FROM BOTH OF THEM.”
“First the supplied mount broke in a way that the camera fell off and was lost forever. So much for backing their products. I was then offered a poor discount for a new order, limited only to the GoPro 7 Black(most expensive camera.) I then attempted to use said discount only to not be given a single location to enter the code since an even less useful discount was already being offered on the website. i made an assumption that if I went far enough into the ordering process i would find the discount entry field but instead I accidentally placed the order. Now GoPro won't even refund the difference in discount and because the order has shipped, I'll need to receive the camera, request a return then attempt to use the coupon code originally provided.
At this point I'll get the refund and buy a knockoff.
Poor customer service and order processing.”
