3/22/2015

// // 137 comments

How to Return Your GoPro for Replacement within the 1 year Warranty Period.

I am a proud owner of a GoPro Hero 4 Silver and I am very happy with it. It's the best camera I have at the moment.  However, unexpected things could happen at anytime and that's what just happened to my GoPro.  When I opened it one morning, I saw a small crack on it's Silver Casing. I know it's sad! :(




I am not sure why but when I checked the GoPRO User Philippines, it seems like I am not the only one who has the same problem. 

A lot of users often wonder what they should do next? I know my GoPro is still under 1 Year warranty.

I asked many users and each one of them has their own version and it's hard to read long threads so I decided to write about how I returned my GoPro for replacement and how we exchanged emails. I was really impressed with the GoPro Support! 

1. Email GOPRO Support 
You need to email the support right away and tell them the issue. 

You may go to this link: https://gopro.com/contact-us

Once you emailed them, you will receive an email notification from GoPro Support with the Inquiry Case No. 


2. Wait for an email from GoPro
They emailed after 1 day and requested for the picture of the item with the cracked case. After a few hours, they emailed back with this. 

NOTE: TAKE NOTE OF THE 2ND PARAGRAPH!


3. Wait for the RMA FORM
After a day of sending all the information to the support group, I am very impressed how they responded very promptly to all my queries.  They will send you an RMA FORM

NOTE: PLEASE MAKE NOTE OF ALL THE CAPS IN THE EMAIL. THEY ARE VERY IMPORTANT! 




 RMA - FORM 
It's already completed, just include this in the courier and 
reference the RMA-Number


4. Courier your GoPro
I decided to contact UPS since they can pick it up and send it to Singapore for replacement. UPS will ask you to put it in the box and ask for the weight and dimension of the package. Their minimum weight is .5 kg ( Half Kilo) which costs around PHP 1500.00 including the pick up and delivery to Singapore. Better phone in the morning so they can pick up in the afternoon. 

UPS Phone Number Manila: (02) 853 3333

Address of GoPRO Singapore: 

GoPro Returns 
ModusLink
51 Ubi Avenue 3
Singapore, 408858

I got very confused on how to send the cracked case camera so I emailed them with the question: "Can I send my camera to any local courier?". Here's their reply. 

NOTE: 

A. I RECEIVED SOME INFORMATION THAT ONCE YOU CLICK THE UPS LINK SENT BY GOPRO, YOU DON'T NEED TO PAY ANYTHING FOR THE COURIER. 


B. PLEASE MAKE NOTE OF ALL THE CAPS IN THE EMAIL. THEY ARE VERY IMPORTANT! 



March 20, 2015 - My GoPro was received in Singapore 

5. Wait for the Tracking Number 
Once they received your item, you will receive an email like this. 


And soon after, you will be receiving an email with the UPS tracking number. 


March 31, 2015 - I recieved my GoPro! 




I really thank the GoPro Support specially Luisa for being so helpful! Their response was very quick and she handled the case well from the start all the way up to when I received the new unit. 




137 comments:

  1. Did they include a battery to the replacement unit?

    ReplyDelete
    Replies
    1. Yes they did! I was surprised when I opened the box. Now, I have to batteries! ;)

      Delete
    2. Thanks for this blog! now I know what to do when mine gets broken. I have no trust in our local resellers when it comes to this kind of problem.

      Delete
    3. Pleasure always, I was just trying to help ;)

      Delete
  2. Thanks for this blog...i have freezing issue on my Gopro...i followed the steps after reading ur blog...now i hv received the RMA Form.. Thanks a lot..
    and the Gopro supports are very helpful ...

    ReplyDelete
    Replies
    1. That's great that this post was able to help you getting a replacement of your GoPro. ;)

      Delete
  3. Hi! When did you ship your item? I just shipped my camera today and I am hopeful to receive the replacement before april 30.

    ReplyDelete
    Replies
    1. I shipped it 3 days before the 20th of March. I phoned UPS and ask for the tracking number whether it was recieved or not. And I also emailed the GoPro support to notify them that I sent it already.

      Delete
    2. So after they have received you return on March 20, it took them 9 days to process and ship the replacement?

      Delete
    3. Yes, normally it takes only a few days but they were honest about the fact that they ran out of GoPro stocks. That's why mine took longer than anticipated.

      Delete
  4. Mine is hero 3+ black. I think its already faced out. I hope they would replace it with hero 4. Lol

    ReplyDelete
    Replies
    1. As long as it is within the warranty. I saw one post who did just that! :) Replaced it to Hero4. ;)

      Delete
  5. Hi ANgelo, where did you bought your gopro? if i bought it in camera haus, will the gopro support honor the item?

    ReplyDelete
    Replies
    1. Hi I bought mine at Alabang Town Center last December. They will accept that as long as you provide them with the copy of reciept and the numbers or serial numbers inside the camera. They will advise you as long as it is within the warranty period.

      Delete
  6. Hi why not send it to the service center in the Philippines?
    Is it better to send it to singapore?

    ReplyDelete
    Replies
    1. Do we have a service center in the Philippines already? My camera is still under the warranty and Singapore is the nearest service center who can replace my camera. I've never heard any direct service center yet here in the Philippines.

      Delete
    2. Do we have a service center in the Philippines already? My camera is still under the warranty and Singapore is the nearest service center who can replace my camera. I've never heard any direct service center yet here in the Philippines.

      Delete
    3. We have the same case of damage. I already talked to Camerahaus, they said that i need to bring the unit to the service center, it's Mudovi. When I called Mudovi, i found out that they are one of the GoPro distributor here in the Philippines.

      They mentioned that the damage is not part of the warranty, since I have a hinge that they will not help me, i emailed GoPro support instead. Got my case no. and waiting for their reply.

      Hope to get a positive reply from them :)

      Delete
    4. Please let us know what they said. It's really better to contact the GoPro support in Singapore as they can tell you whether they will reply it or not under the warrantly. Good luck!

      Delete
  7. Hi there
    See that "UPS SHIPPING LABEL" ?
    you should click on that and fill the form, later you will get UPS Return mail
    it would give you free shipping so the receiver (in this case, GOPRO) would pay to ups once the packet delivered
    here in indonesia even the ups contacted met to arrange a pickup with no cost at all

    so gopro RMA is absolutely no cost at all
    hope it helps the other
    Godspeed!

    ReplyDelete
    Replies
    1. Hi, Thank you so much for the additional information. I am sure this will help a lot of GoPro users around the Philippines and in Asia.

      Delete
  8. If unit was bought without the "one year warranty" indicated upon purchase (like most online resellers in the Philippines), will GoPro still honor the claim within 1 year from purchase?

    ReplyDelete
    Replies
    1. I think they would! They just want to look for the copy of the reciept and the numbersin your GoPro camera just to make sure it is within the warranty.

      Delete
  9. hi. what's your courier? got the same case but UPS philippines offered a free pickup and said that shipping is all free

    ReplyDelete
    Replies
    1. I used UPS but I paid. If they said its for free, then you are lucky! At the time my camera broke I just wanted it to be fixed and replaced. Good thing they said that your shipping is free! ;)

      Delete
  10. thanks for your blog! very helpful! is your newly replaced camera in good working condition so far?

    ReplyDelete
    Replies
    1. Yes, it is working properly and also updated plus they included another battery which is perfect! ;)

      Delete
  11. Hi I called the UPS and the were looking for the Invoice declared value. Isn't that the RMA Form already?

    ReplyDelete
    Replies
    1. Hi Jose, I really am not sure about Invoice declared value. UPS Picked it up at our house and referenced the RMA Auth on the box and also inside next to the camera.

      Delete
  12. the commercial invoice is included in the email that gopro has sent you together with the electronic receipt and return label. it is different from the rma form as the invoice will be used for customs declaration. hope this helps. :)

    ReplyDelete
  13. Hi your blog was really helpful ! How about if i lost the receipt ? What can i do ?

    ReplyDelete
    Replies
    1. Hi I lost my receipt too as well so I immediately went to the shop where I bought my GoPro and asked for a copy of receipt. ;)

      Delete
  14. This comment has been removed by the author.

    ReplyDelete
  15. My problem is that we lost the receipt. It was bought in the US 2 months ago and used it for the first time just this week after my father arrived. It is defective but it's bought brand new. The GoPro support is taking so long in replying to me. But still my problem is the lost receipt. :(

    ReplyDelete
    Replies
    1. I lost my receipt too that's why I phoned the shop where I bought it and they took a picture and sent it to me which I later sent to GoPro Support and they acknowledged it. You may just ask for a copy of reciept if you know where it was bought in the US.

      Delete
    2. Dude same thing happen to me contact the store in the US if they can send you a copy of the receipt. If you can't get a copy send an email to go pro support about your case, they will be happy to help you. Hope this helps.

      Delete
  16. Hi Angelo, Did you use UPS as your courier? did you pay the 1500 mentioned on your blog?What I know RMA should be free. if you did not use UPS what courier and how much did you pay? thanks Angelo!

    ReplyDelete
    Replies
    1. Yes, I used UPS and asked them to pick it up from our house. I phoned them and they quoted me that price which I paid when I handed in my GoPro. You can use any other courier services for almost the same price as Php 1500.00. I am not exactly sure. It is better to phone UPS .

      Someone made a comment last June 14, 2015, please check the comment thread to find out how courier can be at no cost.

      Thanks po! ;)

      Delete
    2. Thanks Angelo! God bless!

      Delete
  17. Hi sir angelo!

    I lost my receipt. I bought mine in Henry's Trinoma (Philippines).

    Do you think the shop will be willing to give me a copy of the receipt?

    Thanks in advance!

    ReplyDelete
    Replies
    1. Hi Bj!

      I lost mine too and they emailed me a copy of the reciept. I am sure they still have a record of it. Just have to tell them when you bought the item exactly so they could look for it. I am sure they are going to give you a copy. ;)

      Delete
  18. Hi do i have to pay for the amount on the commercial receipt? UPS is gonna pick my unit up tomorrow.. i called them regarding the pick up buy they didnt mention anything about me paying for the shipping fee.. hope i can get a clarification.. because the amt on the commercial invoice is almost a hundred dollars..

    ReplyDelete
    Replies
    1. Hi Pau, we paid the courier fee to the person who picked up my unit in the office.

      Delete
  19. I'm curious about how you packed your Go Pro for shipment. How do you guys do it? What are the things written/sticked outside the box?

    ReplyDelete
    Replies
    1. I put it in a small box. Actually I put mine in a chocolate box and included the RMA form they sent you. You can use any small box to put your GoPro. If there are some spaces in the box, just put tissue or paper so it doesn't shake too much during shipping. That's what I did.

      Delete
  20. hi angelo. did you choose Philippines or Singapore as the shipping country? I'm quite confused with that.

    ReplyDelete
    Replies
    1. Hi Jr, the address I used to ship my GoPro was the one in Singapore and addressed it here in the Philippines.for shipping. So from Singapore, they shipped it here in Cavite, Philippines.

      Delete
  21. Did you get the tracking number right after they sent you the first email for when they're returning your gopro back to you ? I received the email of them receiving my item telling me it will be on its way shortly but didn't receive a tracking number

    ReplyDelete
    Replies
    1. I checked on the dates of the images I had posted and the initial email from GoPro was last March 30 and after two days, I recieved the email with the tracking number . Just have to wait for a bit I am sure they will email you with the tracking number.

      Delete
  22. how many days it took for them to replace?

    ReplyDelete
    Replies
    1. Normally it only takes a week maximum but on my case, they ran out of stocks so it took 2 weeks.

      Delete
  23. thanks for this blog. I'm in the process of filing a claim now and I was worried how long the whole thing is going to take and all. But now I'm acctually looking forward to the whole thing after hearing your experiance. thanks again man

    ReplyDelete
    Replies
    1. That is great! I am sure all is going to be fine! ;)

      Delete
  24. This comment has been removed by the author.

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  25. This comment has been removed by the author.

    ReplyDelete
  26. Hi Angelo
    Thank your for the very informative blog
    can i ask what courier did you use to send the camera and what address should i put?

    ReplyDelete
    Replies
    1. Hi Richard, I used UPS as a courier. From the Philippines, I sent it to Singapore via this address Address. DO not forget to reference the RMA # too.

      GoPRO Singapore:

      GoPro Returns
      ModusLink
      51 Ubi Avenue 3
      Singapore, 408858

      Delete
  27. Hello! Thanks for sharing this!

    I am confused about something. When you shipped them to Singapore,
    How do you packed your Gopro?
    Is it only your gopro you shipped or the whole packaging of your gopro? (Included batt, case, acc,etc)

    Thank you!

    ReplyDelete
    Replies
    1. Hello Eka,

      When you ship it to Singapore, all they want is the unit.

      Batteries and case and other accessories are not included in the shipping. Only the unit itself.

      I basically put it in a small box and put paper around it so it doesn't shake.


      Regards,
      Angelo

      Delete
  28. Hi Angelo, thank you so much for this blog. We have the same issue with regards to our gopro. I now have the RMA. But when I filled up the UPS Shipping Label, it says "missing or invalid ship from StateProvinceCode". I'm from Southern Leyte by the way so maybe it says invalid because we have no UPS here. Can I send it to other courier right? We only have LBC, 2GO and JRS Express here.

    ReplyDelete
    Replies
    1. I double checked that with the support and they said that you can use any courier service when sending it to Singapore.

      Delete
  29. Hi Sir Angelo.. ive a problem with my Hero 4, on ver3.. ayaw magbluetooth pair, hindi rin visible yung wifi network sa iphone 6.. i downgraded it sa 1.0.2 and 2.0.. pairing was successful.. pero di parin sya nadedetect ng phone ko... :( HELP POO

    ReplyDelete
    Replies
    1. Hi Charmagne, it is really difficult to say kung saan ang problema whether sa phone or sa GoPro. Did u try pairing it with other phones? My advice is to message the GoPro support with regards to your concern. I am sure they will have the answer to your question. Thanks Charmagne!

      Delete

  30. Sorry for my English!:)
    Around the world, the same problems, it is interesting:-)
    I'm from Russia, we have exactly same forum. He asked exactly same questions. And I did exactly as author (Angelo The Explorer) - camera GoPro be broken and GoPro service was very helpful, sending me a new camera, thank you personally for help Chase!
    However, there is little question.
    Probably, it is important to everyone.
    What is warranty on a brand new camera that we got from GoPro?
    Nobody considered this question?

    ReplyDelete
    Replies
    1. That is a very good question and to be honest I don't know how to answer that. But based on my own opinion, warranty still applies from the date of your purchase since they will based on on the receipt and not on the brand new GoPro. So if something happens again with the new camera that needs to be replaced and within the year based on the date of purchase of your original GoPro, I think it is still covered. Again this is based on my own opinion only.. It is better to ask the GoPro support to get a concrete answer. Thanks!

      Delete
  31. Thanks for your reply!
    I asked this question to company GoPro, and that's what got answer:
    "The replacement's warranty period is 1 year from the date of purchase of the original camera."
    They provide a one-time guarantee for 1 year. At the same time replace the camera, even with external injuries. In my case it has been damaged LCD screen. But the new camera, which they send in return - a guarantee is valid from date of purchase of first camera. Perhaps this is a good solution. In Russia, for example, exist a law, which suggests that the warranty period is extended in case change goods. But to make product replaced by manufacturer is difficult (they do not want to do that, for obvious reasons :)). So I do not know that it is better :)
    Good Luck!

    ReplyDelete
  32. hi po sir angelo. tanong ko lng po sna. if ni replace ni gopro ang unit, icocovered pa kaya ng service center dito sa PHP ang irereplace nilang unit kasi mapapalitan na ng serial ung unit dba.? covered pa kaya sa local warranty kapag ganun? and last question po. nung nag process po kayo for replacement nya ilang working days po or ilang weeks po inabot bago dumating ung unit po? thankyou po sa info.

    ReplyDelete
    Replies
    1. Hi Charlvin, I checked on the the service center dito sa Pilipinas pero walang nasagot sa phone number number. I think they all look at the receipt where it was first purchased in regardless sa serial number. Before dumating sakin ung unit, it took more than 2 weeks dahil naubusan sila ng unit. But they support notified me by email and kept me updated of the progress.

      Delete
  33. I checked on the Service Center in the Philippines and this is the one showing up:

    DAN’S – MANILA
    Unit 1-E, La Fuerza Plaza Compound
    2241 Don Chino Roces Avenue,
    Makati City, Philippines 1231
    TeleFax: (02) 894-5110

    ReplyDelete
  34. Sent mine via UPS with tracking number and all. It was delivered successfully according to the UPS tracking details but haven't recieved an email or anything from GoPro in regards to reciving it. It's been two weeks since it was recieved! Tried ringing them and they keep hanging up on me. Hmmm...

    ReplyDelete
    Replies
    1. Have u tried contacting the support of GoPro?

      Delete
  35. Hi Angelo! Can I ask what courier did you use in sending your camera?

    ReplyDelete
  36. Mine broke exactly like yours, I sent an email to GoPro staff and already sent it via UPS in Brazil. Hope there will be a solution to replace the faceplate, as mine never dropped to ground.

    ReplyDelete
    Replies
    1. Mine never dropped, its when I closed the cover and suddenly I heard a snap and saw the crack. ;(

      Delete
  37. On the day they received the package, did they immediately sent you a message with regards to receiving it?

    ReplyDelete
    Replies
    1. Nope they did not, I made a follow up and I called the UPS and they confirmed that it was received by GOPRO.

      Delete
  38. How much did it cost you to return the go pro?

    ReplyDelete
    Replies
    1. I wish I could remember but its over Php 2000 pesos.

      Delete
  39. I'm getting mixed info here reading the article and the comments. So do we pay for anything to return the unit? Also what is included in the return? The camera, commercial invoice, filled out RMA form and the return label?

    ReplyDelete
    Replies
    1. Hi Simon, on my case I paid for the courier but there were some comments and a friend of mine said that once you clicked the UPS link sent by GoPro, you don't need to pay anything and UPS will just pick it up from your place.

      I included the camera ( not the battery), invoice, rma form and that's it. to be sure it is best still to ask the GoPro support if there are any additional info.

      Delete
  40. hi i lost the receipt of my go pro and it was a gift and no idea where they bought it.. can gopro support still verify its warranty using the serail number of the unit?.

    ReplyDelete
    Replies
    1. I am not sure about that. When I showed them what happened to my GoPro, they asked for a proof of purchase. We didn't have the reciept so we contacted the store where we bought it and ask for a copy of reciept. Better ask for the receipt just in case.

      Delete
  41. Hi, did gopro support included in their email the transaction number? I called UPS to pick up my camera but they asked me for a transaction number. Where did u get it? thanks

    ReplyDelete
    Replies
    1. Hmmmm not really sure about transaction number sinceI havent surrendered my gadget to them yet. I just provided them with the RMA. It is best to ask them what they mean about that.

      Delete
  42. hello sir angelo mag babayad pa po ba ak sa UPS pag kinuha na nila yung yunit sa bahay namen? o free na?thx

    ReplyDelete
    Replies
    1. they say na pag ni click mo ung ngasa email nila free na. Per on my case i did not sa I paid when they picked it up sa bahay po Mam/ SIr

      Delete
  43. hi angelo,

    what kind of box/package did you use in sending your gopro?

    ReplyDelete
    Replies
    1. hi again,

      I just called UPS, they are asking for a commercial invoice from gopro. But gopro only emailed the RMA form and nothing else. Did they also ask you for the commercial invoice?

      Delete
    2. I used a chocolate box. Just small enough for the unit to fit. I just put added some cotton so i doesnt move in the box.
      With ur second query, maybe its the rma auth form. Maybe its just the form. They didnt look for anything else. Better to phone UPS with that po Mam/SIr

      Delete
  44. Hi, im having a problem with the UPS link, it says error ung postal code ko.. It was not.. Sayang din ang 1500

    ReplyDelete
  45. Hi, im having a problem with the UPS link, it says error ung postal code ko.. It was not.. Sayang din ang 1500

    ReplyDelete
    Replies
    1. I think it's better to phone UPS to have it clarified Alyssa. Sayang nga din ung 1500. I am sure that there is a way

      Delete
  46. Hi. Kamusta po yung replaced unit? Hindi na ba sya nagccrack?

    ReplyDelete
    Replies
    1. Hi Po, I am more carefull with it now and so far ok pa naman po sya and still in good condition po. ;)

      Delete
    2. Good. Pano nyo sya sinasara sir? Marami kasi ako nababasa about dun sa crack. Very common siya. Any tips? Pag di nyo po ginagamit nakatanggal ba sa case?

      Delete
  47. Before I close it po, I make sure na flat ung camera sa case before I close it. Kasi that is what causing it to crack for me, is when its not closed properly po.

    ReplyDelete
  48. Hi Angelo! Will GoPro still honor the warranty even if I bought mine from an online seller? They just offer an acknowledgement receipt since they don't have a physical store or official receipt. Thanks for the info!

    ReplyDelete
    Replies
    1. I am sure it is fine as long as you have the receipt when you purchase it. The acknowledgement receipt should be fine but to be sure better ask the GoPro Support po if they will accept it.

      Delete
  49. Hey, i was just wondering if it exceeds the 1 year warranty, di na ba nila e.rereplace? I bought mine last year, February and it was in the water proof case for 3 months na. I just found out right now that it has this crack at the upper left side. Any idea if e.rerecognize pa nila?

    ReplyDelete
  50. Thanks for this Angelo!! This is very helpful, you mentioned that there's no payment for the ups right?

    Also, how does your packaging looks like when you returned it?

    Thanks in advance11

    ReplyDelete
    Replies
    1. On my case I paid but browsing through other comments of the users once you click the link in the email about UPS Courier, then no need to pay. When I returned it i just used a a very small box which you can get at any bookstores. I added some cotton around it so it doesn't shake too much.

      Delete
  51. Thank you for sharing this Mr. Angelo! Your blog was really helpful!
    My Hero4 silver's back lcd screen was damaged. This was given to me as a gift (bought in a cruise ship) and the orignal receipt was already thrown by the giver. Luckily, i have a picture of the receipt but unfortunately the picture was really blurred. I just tried sending gopro an email asking them how much will it cost me for them to fix it...and as you know, theyve responded within 24 hours and asked me the same requirements to verify the warranty. Lo and behold, although the orig recepit's pic was unreadable, they waived the requirement and processed the RMA. I was the one who paid for the UPS shipment because Qatar is not in their registered country's list. In return, they offered to give me a mount which I freely chose from their website (yey freebie). After GoPro Netherlands received my parcel, theyve sent the replacement asap. After 4 days, I got my new GoPro Hero4 along with free battery and 3-way mount. GoPro's customer service is the best example of excellence and awesomeness! Thanks again Mr. Angelo. ��

    ReplyDelete
    Replies
    1. From Qatar here �
      Sir just want to ask.. nadaplisan po kasi ng gulong ng kotse ung goproh4s ko, damage ang outer lens and back lcd.. but all are still working well.. still under warrant.. pede ko po ba pa ayos sa gopro support? Di po siguro siya covered ng warranty.. anu po ma advice nyo?

      Delete
  52. Thank you for sharing this Mr. Angelo! Your blog was really helpful!
    My Hero4 silver's back lcd screen was damaged. This was given to me as a gift (bought in a cruise ship) and the orignal receipt was already thrown by the giver. Luckily, i have a picture of the receipt but unfortunately the picture was really blurred. I just tried sending gopro an email asking them how much will it cost me for them to fix it...and as you know, theyve responded within 24 hours and asked me the same requirements to verify the warranty. Lo and behold, although the orig recepit's pic was unreadable, they waived the requirement and processed the RMA. I was the one who paid for the UPS shipment because Qatar is not in their registered country's list. In return, they offered to give me a mount which I freely chose from their website (yey freebie). After GoPro Netherlands received my parcel, theyve sent the replacement asap. After 4 days, I got my new GoPro Hero4 along with free battery and 3-way mount. GoPro's customer service is the best example of excellence and awesomeness! Thanks again Mr. Angelo. :)

    ReplyDelete
  53. Hi angelo may additional warranty ba yung replacement unit?kasi kung nagpareplace tayu then expired na yung original warrantym yung new unit ba magkakawarranty dn?kasi possible may defect dn sya ehh.thanks.

    ReplyDelete
    Replies
    1. Naku I cannot answer that question po. Better to send an email to the support po since they are the only one who can answer that po.

      Delete
  54. Hi Angelo! Thanks for the info. Just wondering, where did you purchase your GoPro? If I purchase GoPro locally, will it be covered by the international warranty? Thanks!

    ReplyDelete
    Replies
    1. Hi Karen, we bought ours sa ATC ( Alabang Town Center) . Always keep the copy of the receipt and that is the first thing they will ask if your camera qualifies for a replacement. Thank you po

      Delete
  55. Hey man, currently doing your procedure, hopefully, it works as fine as yours. Thanks man

    -DomzTamayo-

    ReplyDelete
    Replies
    1. Thanks so much Domz! Hope it goes well and you get your replacement soon. ;)

      Delete
  56. Thank you Angelo for this info. i already sent my gopro to singapore free of charge via UPS.

    ReplyDelete
    Replies
    1. Thanks great to hear po! I am sure you will have your new unit plus a battery in the coming days!

      Delete
  57. Paano po kayo nagsend through ups? may iba pa po bang hinanap sa inyo bukod sa rma?

    ReplyDelete
    Replies
    1. What I did was I phoned UPS to pick up the Gopro sa house with a fee and un po. Basta naka attached lagi ang RMA po.

      Delete
  58. rma lang ksi yung sinend sakin ni gopro then yung link na nakalagay e nageerror kapag nilagay ko na yung details ko.
    Missing or invalid ship from stateprovincecode and lumalabas. thanks po

    ReplyDelete
    Replies
    1. I think it is best po to contact the support as they are the ones who can tell you what to do with the shipping po.

      Delete
  59. This helped me a lot! Now I got a replacement GoPro and free battery! Thanks!!! :)

    ReplyDelete
  60. Did the gopro support tells the reason or cause why it happens? I had the same damage exactly at the same spot on my hero 4 silver. Thanks to this informative & helpful blog.

    ReplyDelete
    Replies
    1. They didn't really say as to why. I dont think they will admit if there was really a defect on the case. But, what is important is that GoPro will replace a crack damage like that as long as it is within the warranty period.

      Pleasure is mine Mica! ;)

      Delete
  61. Hi Angelo! Thanks for the post. This helped me a lot! I got the same issue. I am already talking to the gopro customer support. They are asking for the proof of purchase, did you just send the receipt? I noticed that my receipt doesn't indicate clearly that the camera is a gopro cam, it just says sports camera. I was wondering if you have provided any proof of purchase aside from the receipt? Thanks!

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    1. Since my GoPro was a gift, I phoned the store where he bought it and send us a picture of the reciept which i forwarded sa support and they accepted it. I just showed the proof of purchase. And in the reciept, they wrote the serial number of the camera to show that its that GoPro

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  62. Hey, tanong ko lang f brandnew unit ang nireplace nila or same unit lang yung pinadala mong gopro (the same item and they fixed it) or refurbished na?

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    1. Its a brand new GoPro po with an additional battery pa hehe

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  63. Hi Angelo! I have an issue with my gopro, tried every solution i found on the web but nothing worked. I bought it from kimstore, do you think gopro would honor the receipt from an online store?

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    1. Hi Victor, the receipt I showed them was just a picture of the original receipt since we bought it far away. Fortunately, they did accepted it! :)

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  64. Hello, Angelo.

    I just sent my GoPro for return shipping via the UPS to Singapore, however, the tracking status says there was a "mechanical failure has delayed delivery. We're adjusting plans to deliver your package as quickly as possible. / Delivery will be rescheduled."

    Did you also experience this same status?

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    Replies
    1. Hi Glai,

      Well not exactly same issue but there was a delay when I received mine because of they ran out of stocks. UPS mailed the camera successfully and it was the GoPro who delayed everything due to no stock available.

      Dont worry I am sure it will be delivered and you will get a new unit soon plus a battery.

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  65. I have a question based sa sinend ng gopro na email for rma, there is a prepaid return shipment. So question is do i need to pay for ups courier or gopro team will shoulder for it

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    Replies
    1. On my case, I paid for it. But I've received some comments :

      Hi there
      See that "UPS SHIPPING LABEL" ?
      you should click on that and fill the form, later you will get UPS Return mail
      it would give you free shipping so the receiver (in this case, GOPRO) would pay to ups once the packet delivered
      here in indonesia even the ups contacted met to arrange a pickup with no cost at all

      so gopro RMA is absolutely no cost at all
      hope it helps the other
      Godspeed!

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  66. This blog is really helpful. I have the same issue and just followed your writeup and bwallah. They will send me a new one. I'm hoping that they will send me a Hero5 instead of Hero4. To others who have problem with the glass at the back of their camera, just be kind to their customer service and tell them the truth(if it broke on it's own). I was initially rejected through email so I decided to contact their US customer Service. These guys are very helpful. I spoke to Charles and his supervisor Victor who helped me with the steps and now I will just send the defective camera and get a new one.

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  67. I also have an issue with my gopro Hero4 Silver. I bought it last April 02, 2016 lang and the last time na nagamit ko sya is nung July 31, 2016. Nung tinry ko sya iopen this November hindi sya nabubuksan. I thought empty battery lang pero nung chinarge ko hindi umiilaw yung Red LED light. So I emailed Gopro support earlier today and after less than 30minutes nagresponse naman sila. :) They asked me to provide my shipping address and send them the purchased receipt to verify if my camera is covered under warranty. Hopefully magawan nila ng paraan. 4months pa lang sakin yung Gopro ko and bihira ko lang nagamit. THANK YOU ANGELO FOR THIS POST. IT'S VERY HELPFUL. :)

    ReplyDelete

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