Top positive review
Great Camera However - Live Stream In 360 Degree View Would Not Consistently Work
Reviewed in the United States 🇺🇸 on September 7, 2021
I purchased this camera specifically for its ability to live stream in the 360 degree viewing angle (uses lenses on both sides of the camera) when it worked, it was great, however, over a short time period, it became inconsistent and then stopped live streaming in 360 degree view altogether. I contacted customer support which if I understood correctly, one person works in customer support that is able to communicate in english. This means leaving a message and they will call me back as soon as they can. I was getting error codes on the insta360 One x2, often. When I read the codes to customer service, they said their engineers had not ever received these error codes before but that they would get back to me when they had a solution. I also sent (by their request) video of the malfunction (I screen recorded the error codes and what would happen when the camera would not allow me to live stream in the 360 degree viewing angle). Tech support and the engineers did not ultimately offer a solution and I did not hear from them again. Because all of this happened within the thirty day return time period, I was able to return the camera but had to wait two weeks from the date they received the camera, to receive my refund (this was highly frustrating) and I also was not given the choice to exchange the camera which would have allowed me to be sent a replacement, right away, and return the malfunctioning camera. But this option was not available to me. A highly frustrating experience. I give the camera five stars because I really like it in every other way and it’s a great idea, great build quality, and if they can fix the live streaming in 360 degree viewing angle, would be a masterpiece. I still like the camera but will wait until they offer a solution to the live streaming in 360 degree.
Also, to clarify, the many times I called and spoke to customer support (I would be required to leave a message) the same person (I recognized her voice) called me. So I asked if she was the only one that works in customer service and she said no, but that she was the only english speaking person that worked in customer service. Stating that if I knew their language, they have many customer service I could speak to. She was nice except when a couple of times she told me I asked too many questions. I’ve never been told this by any customer service, before. To me, it’s normal to ask questions when I’m trying to understand something and especially when I’m trying to find solutions.
Also, it would be wise to mention, I had purchased the additional warranty offered on the insta360 One X2 website, I think it cost 39 dollars and provides a one year free replacement (one time only). This warranty at the time of purchase, was not available here on amazon. It appeared I was required to purchase this warranty from the insta360 one x2 website. Which it says one has three days maximum to purchase this free replacement warranty, from the date of camera purchase. I purchased the free replacement warranty and when I returned the camera, insta360 customer service told me that the free replacement warranty is not returnable, even though I clarified that the camera was still within the thirty day return policy and is not working properly.
All that said, I still like the camera very much and hope to one day own one again. I will watch closely to see how the live streaming feature in 360 degree viewing angle is working for everyone on their YouTube videos and social media videos altogether. Thank you for reading my review! I hope you have a wonderful day!