It was enough to make a grown man cry, only my second outing with my Insta360 X3 and I had already damaged a lens mode. So now my new camera needed to be returned to Insta360 TCC Centre in Hong Kong for a lens mode replacement. Yes, I was stupid setting this camera up on the selfie stick and gorilla tripod as there were very strong gusts of wind.
I viewed some videos and read some very bad reviews in relation to Insta360's repair and customer service, so I have documented my personal experience from start to finish.
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My Experience: (Click photos to enlarge)
I contact the Insta360 service centre by email on Friday 17th February to get an RMA code (Return Material Authorisation code) so that I could raise a repair order via their website.
I received the RMA code within an hour, raised the repair order, and instantly received an email back with the case number and all the reliant shipping details. I also received an email that outlined the fee for the front lens mod replacement, which is 116.99 USD (£96.76) plus shipping at my own expense.
The main issue I had was raising the customs invoice which is also called a proforma invoice which is required to send goods internationally, I choose to list the camera as a web camera as I was not sending the camera with any batteries.
I shipped my camera in its original box via DPD at a cost of £28.55 which included £450 insurance on Tuesday 21st February and I received daily tracking updates via email until my camera was delivered to Insta’s TCC Repair Centre in Hong Kong on 27th February.
Insta contacted me the same day to inform me that my camera had been inspected and the repair costs with return shipping costs with payment options were now available for me via the support/work order link in the email
I made payment via Paypal and received an email from Insta customer support the following day stating they had already shipped a replacement camera out to me via DHL, this email also included the tracking details for the camera.
Delivery
The estimated delivery date was Friday 3rd March, however, DHL messaged me on Thursday 2nd February stating my parcel was out for delivery., and the camera was back in my possession that day.
All in all, I received excellent service. Great customer support, and a fast turnaround.
I was not paid for this review, however, I am Insta360 Affiliate. If you are considering purchasing an Insta product, please use the links below. This does not cost you any extra but gives not a small commission which would help with the upkeep of my channel.
My Affiliate Links
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