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.
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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?