Beware Insta360 Customer Support
This review is about Insta360 Customer Support, not their products. In a word, Insta360 Customer Support was horrible. Background: I bought the Insta360 X4 Basic Bundle through the Insta360 online store. It was shipped using Amazon, and arrived a day or two later. So, *sold* by Insta360 and *shipped* by Amazon. The Issue: The X4 box had the camera and all the parts (battery, cable, etc.) but was missing the Lens Guards. This is where everything fell apart and Insta360 fell down. The Failure: I contacted Insta360 about the missing lens guards, only to have them tell me “Because it was an Amazon order, you must go to them.” What?? It was an Insta360 order, from the Insta360 online store, with an Insta360 Order Number. Nonetheless, I contacted Amazon. They pointed the finger back at Insta360, citing them as the seller. Besides, there was no Amazon Order Number for Amazon to work with. This back-and-forth finger pointing between Insta360 and Amazon went on FOUR TIMES via chat and email. Over 2 hours of my time altogether, denied by each party four times with the same answer, all over $30 lens guards. The Resolution: I sent a final email to Insta360 just to express my frustration, point out the black hole/endless loop they’d found (created?) between Insta360(seller) and Amazon(shipper), and let them know I’d be posting reviews of their horrible Customer Support. Surprise! They responded to that email and said they’d reconsidered and would ship me the missing Lens Guards. Conclusion: Insta360 agents used cut-and-paste verbiage every time, like “We’re sorry” and “We understand how frustrating this must be” and “Since this was an Amazon order”[it wasn’t]. They clearly didn’t read what I was telling them, and they wouldn’t budge, *until* I said I was writing reviews about this experience. Bottom Line: Be wary of Insta360 Customer Support and for goodness sake, don’t buy anything from the Insta360 store that will be *shipped* by Amazon, or you may end up in their endless loop of finger pointing if there’s a problem.