GoPro Hero 7 White wasn't "waterproof" after all!

Very disappointed when I tried my GoPro Hero 7 White in the water without the casing for the first time and for some reason water got into the lens on the surface, didn't even submerge it beyond 1m. (And YES! I did make sure the side was sealed properly.) Thought it was suppose to be "Waterproof for up to 10m without a casing"....My Gopro is broken and now seems like no-one is willing to help me replace it. Surely this must be the manufacturers problem? 😔 Can someone please assist me regarding this matter.