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
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!
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.
Please follow and like us:
Did they include a battery to the replacement unit?
Yes they did! I was surprised when I opened the box. Now, I have to batteries! 😉
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.
*I have two batteries!
Pleasure always, I was just trying to help 😉
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 …
That's great that this post was able to help you getting a replacement of your GoPro. 😉
Hi! When did you ship your item? I just shipped my camera today and I am hopeful to receive the replacement before april 30.
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.
So after they have received you return on March 20, it took them 9 days to process and ship the replacement?
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.
Mine is hero 3+ black. I think its already faced out. I hope they would replace it with hero 4. Lol
As long as it is within the warranty. I saw one post who did just that! 🙂 Replaced it to Hero4. 😉
Hi ANgelo, where did you bought your gopro? if i bought it in camera haus, will the gopro support honor the item?
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.
where exactly in ATC??. I also having a problem with my gopro6. I brought mine in Henry's. hehe. you can reached me out to my email – [email protected]. thanks a lot
Hi why not send it to the service center in the Philippines?
Is it better to send it to singapore?
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.
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.
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 🙂
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!
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!
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.
hi. what's your courier? got the same case but UPS philippines offered a free pickup and said that shipping is all free
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! 😉
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.
thanks for your blog! very helpful! is your newly replaced camera in good working condition so far?
Yes, it is working properly and also updated plus they included another battery which is perfect! 😉
Hi I called the UPS and the were looking for the Invoice declared value. Isn't that the RMA Form already?
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.
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. 🙂
Hi your blog was really helpful ! How about if i lost the receipt ? What can i do ?
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. 😉
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. 🙁
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.
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.
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!
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! 😉
Thanks Angelo! God bless!
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!
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. 😉
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..
Hi Pau, we paid the courier fee to the person who picked up my unit in the office.
hi angelo. did you choose Philippines or Singapore as the shipping country? I'm quite confused with that.
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.
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.
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
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.
how many days it took for them to replace?
Normally it only takes a week maximum but on my case, they ran out of stocks so it took 2 weeks.
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
That is great! I am sure all is going to be fine! 😉
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?
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
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!
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
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.
I double checked that with the support and they said that you can use any courier service when sending it to Singapore.
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
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!
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!
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.
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.
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
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…
Have u tried contacting the support of GoPro?
Hi Angelo! Can I ask what courier did you use in sending your camera?
I used UPS po
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.
Mine never dropped, its when I closed the cover and suddenly I heard a snap and saw the crack. ;(
On the day they received the package, did they immediately sent you a message with regards to receiving it?
Nope they did not, I made a follow up and I called the UPS and they confirmed that it was received by GOPRO.
How much did it cost you to return the go pro?
I wish I could remember but its over Php 2000 pesos.
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?
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.
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.
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
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.
Pleasure always! 😉
hello sir angelo mag babayad pa po ba ak sa UPS pag kinuha na nila yung yunit sa bahay namen? o free na?thx
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
hi angelo,
what kind of box/package did you use in sending your gopro?
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?
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
thank you pogi
Hi, im having a problem with the UPS link, it says error ung postal code ko.. It was not.. Sayang din ang 1500
Hi, im having a problem with the UPS link, it says error ung postal code ko.. It was not.. Sayang din ang 1500
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
Hi. Kamusta po yung replaced unit? Hindi na ba sya nagccrack?
Hi Po, I am more carefull with it now and so far ok pa naman po sya and still in good condition po. 😉
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?
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.
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?
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
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.
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.
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.
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!
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
Thanks so much Domz! Hope it goes well and you get your replacement soon. 😉
Thank you Angelo for this info. i already sent my gopro to singapore free of charge via UPS.
Thanks great to hear po! I am sure you will have your new unit plus a battery in the coming days!
Paano po kayo nagsend through ups? may iba pa po bang hinanap sa inyo bukod sa rma?
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.
This helped me a lot! Now I got a replacement GoPro and free battery! Thanks!!! 🙂
I am very pleased to hear that Eleanor!
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.
Its a brand new GoPro po with an additional battery pa hehe
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?
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
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!
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?
This blog really works regarding GoPro issues like mine sudden power failure. Just received new GoPro replacement from GoPro Singapore. Thanks Angelo! ?
Angelo said that it takes a week or 2 for the replacement depending on available stocks.
Sent mine last sunday 2/19/17. It's exactly 5 days now since. (I miss my Gopro…) I paid P280 because its weekend daw, P180 kung weekdays. My camera is now in Singapore, and I'm waiting now for a replacement. I'm confused now kung free ba talaga, or may bayad..sabi nung taga-UPS, tinaasan daw ng CUSTOMS yung declared value ng returned Gopro kaya nagkaroon ng FEE.(I paid anyways). Gusto ko na lang talaga maayos yung camera. 🙁
Hi sir! Nreceive nio n po b un go pro camera nio? March 4 nmn po nun pinick up ng UPS dtons tarlac un cam. For free lng po.. Basta dpt mkuha nio un return label..
Thank you! for doing this blog. it really helped me a lot.
Thank you sir, nagreply na po ang gopro support sa akin. Im about to send my information for my hero 5 na nagblack screen. tapos wait ng RMA. I almost lose hope na po sa camera ko. thanks po.
Pleasure always Mam/Sir na nakatulong po ako sa inyo! 😉
Hi Sir Angelo, May problema po ako sa GoPro, GoPro ng pinsan ko. Hiniram ko po yung GoPro Hero 5 niya for some reasons, then ginamit ko po kahapon sa outing namin. Ginamit ko po siya underwater without case po ha, then suddenly bigla po nag-SD card error and bigla po namatay. Akala ko po lowbatt lang but when I charge it po ayaw na magopen ng screen niya. Nagblank screen po siya. Nung una po ayaw mag-open then kanina po mga bandang 4:00 pm inopen ko po tapos ikinonect sa Capture App gumana naman po yung camera pero yung screen po talaga ang hindi gumagana. Natatakot po ako at hindi po akin to, hiniram ko lang po sa pinsan ko. Regalo pa po to sa kanya ng boyfriend niya. Ano po pwedeng gawin? Nag-email na rin po ako sa GoPro Support. Sana matulungan niyo ako.
Try to contact their Live Chat support here – https://gopro.com/help/SC_GPC_PreLiveAgentFormPage
Available Monday to Friday – 08:00 AM – 05:00 PM (Western European Time – PH Time is 8 hours ahead)
Good luck
@Angel, I advise leaving the "I want to discuss an existing case" tick box unchecked. If you have an existing case filed this won't be a problem as the support agents can track it using the email you have provided with them.
Good luck
Thank you! 🙂
Is it normal to wait for a few minutes to start a cht with an agent cuz it says here that "HANG ON WE CONNECT YOU TO AN AGENT"
Hi! Tumawag po ako sa Air 21 hindi daw sila pwede magdirect pick-up ng package ng walang email yung UPS sa kanila?
AM
Hi!
Go pro also offered me 40% discount. May I ask what happened to your transaction? I had already sent my camera to Singapore awaiting for their confirmation/advice regarding this.
Thanks in advance!
Hi! Oh I havent checked on it yet. But I am sure other users would be able to answer your question.
Hi! Ask ko lang anong postal code ginamit mo? I keep getting an error na Missing or invalid ship from StateProvinceCode eh.
Hello, yes you can use other courier aside from UPS . Shouldnt be a problem