insta360.com

I have been dealing with Insta360’s after-sales support for more than two weeks now, and the experie

I have been dealing with Insta360’s after-sales support for more than two weeks now, and the experience has been extremely frustrating and time-consuming.

The main issue is the constant rotation of agents I had 5 different agents to talk to, Every time a new person takes over the case, I have to explain the situation again from the beginning and resend the same photos and information. There is no sense that one person actually owns the case from start to finish.

My Action Pod fell while using the official Magnetic Pendant during a normal road cycling ride. Instead of reviewing the evidence properly, the first agent claimed the repair could not be covered because I had not provided information about the thickness of my cycling jersey something I was never asked about in the first place.

After I escalated the case, a supervisor responded and introduced a completely different explanation, saying the issue was due to not using the Safety Cord. So the reason changed entirely. It felt like different justifications were being used to refuse the repair and pushing the cost down on me.

Another agent also incorrectly stated that my camera was out of warranty, even though in Spain the legal warranty is three years and my camera was purchased in September 2024. I had already provided proof of purchase.

The product itself may be good, but the after-sales experience has been extremely disappointing. The lack of consistency, the repeated requests for the same information, and the shifting explanations make the process exhausting for the customer, so after all I would not recommnd the prodcut to go into this mess.

At this point I am still waiting for a proper resolution.

Date of experience: Mar 06, 2026