The absolute worst customer service - will not honor warranty.

Edit/update; They are fixing it for free,

This is going to be a long one.

I was driving across the country and wanted to take some video so I used the pivot stand which was mounted firmly to the truck dash. As I was driving on the interstate through a city - going below the speed limit, I hit a small bump, the camera flew off the dash, and rolled under the brake pedal causing a serious safety issue. uUnfortunately, the view screen was completely cracked. So, I figured "product was faulty, I have the extended warranty, I will send it back to get fixed."

Well, that was over a month ago. Aside from the communication being extremely slow, they are saying that it is my fault because the pivot stand was not meant for "high intensity action environments. IS THIS A JOKE? Here is the email in full:

"My name is Karmila from the Insta360 Technical Support Team, and I will be assisting you on behalf of the previous support.
 
First and foremost, I want to sincerely apologize for the experience you’ve had with us. I understand how important this matter is to you, and I truly regret any inconvenience this has caused. Your feedback is invaluable, and I assure you that we are committed to providing the best assistance possible.
 
Thank you for providing details about your situation. I understand that the internal temperature of your truck was around 70 degrees, and that you encountered a bump while driving at a safe speed on a well-maintained interstate. I acknowledge your frustration regarding the performance of the Pivot Stand accessory, and I want to clarify that we do recommend avoiding its use in high-intensity action environments, as stated on our official website. This is to prevent potential damage to the camera due to vibrations. You may refer at the attachment.
 
That said, I want to assure you that we are here to help. To address your concerns, I would like to offer you a 20% discount on the repair of your device. We want to ensure that you have a positive experience with our products and services moving forward.
 
Please let me know how you would like to proceed, and if there’s anything else I can assist you with. Your satisfaction is important to us, and we appreciate your understanding as we work to resolve this issue.
 
Thank you for your patience, and I look forward to your response"

Here is my response:

"Karmila,I'm sorry, but that isn't good enough. I don't see how driving at a safe speed on a well-maintained road with your branded accessory adhered to my dashboard is "high-intensity." What you're saying is there is no instance in which this accessory is useful, and not only is it not useful, it invalidates the warranty. Why do you sell it? I'm going to have faith that you will do the right thing and replace the screen on my camera, at no charge, as promised through the warranty I paid for. If not, I will forward these emails to every YouTuber who has sponsored your products and any Reddit boards or socials I can find that discuss your product. If I can dissuade even one person from buying a faulty product that your company clearly doesn't stand behind, I will be satisfied. This is the second camera I have bought from you; I also have the Insta360. I was hopeful that I had found a brand with the quality and customer/tech support to keep me buying your products. Am I wrong?"

Then they try to bait and switch me with this email:

"This is Ferman, and I hope this email finds you well as I am filling in on behalf of my colleague to ensure you get the support you need in a timely manner regarding the repair of your damaged Insta360 GO 3 due to the faulty of the Pivot Stand. Rest assured, allow me to look into this further for you. 
 
Once again, we would like to apologize for the inconveniences that has caused you in this matter, and in light of your experience, we have taken immediate steps to address the issues you faced. Additionally, we would be more than happy to offer you a more satisfactory solution and ensure that your next interaction with us meets the high standards that we strive for.
 
We deeply regret that we did not meet your expectations on this occasion and are committed to making it right. Hence, may I suggest you an alternative solution in this matter which is we would be more than happy to offer you a free accessory of your own choice (limit up to $50 USD) when you agree to proceed with the repair (includes 20% discount repair). May I know if you willing to accept this offer?
 
We awaits your response on the offer as we would like to come to an agreement with you and get this sort out for you conveniently.
 
Thank you once again for your attention on this matter!"

This is our response: (We sent to higher ups at Insta360 as well as Ferman)

"Good Morning,I realize this is a little unorthodox, but I am doing this in the hopes that I might find someone who can be more helpful to us than tech support has. My partner and I have bought two Insta360 cameras, the 360 and the 3s, based on the quality of the picture and the ease of use in actions settings. We were able to see the camera in action due to your partnerships with YouTubers. This was a great move for marketing, but had I known the problem we would encounter if/when we needed tech support we would have bought another brand. As you can see from the interaction below that our 3s was mounted on the dashboard of our truck with an Insta360 accessory to get some highway footage as we drove cross-country. Unfortunately, the accessory became dislodged after hitting a small bump in the road and the screen was cracked. No worries, we thought, we paid for the extended warranty and the damage happened while a branded accessory malfunctioned Insta 360 is sure to fix it for us at no charge. We were wrong. No only has tech support done everything to not honor the warranty they also outright said the situation was too intense for the function of the camera and/or accessories. For a company that is trying to brand itself as the premier action camera this seems like a flaw in the plan. If driving the speed limit on a reasonably well maintained paved road in a major US city is too intense for the device, what are you selling to action sports professionals? The most tech support has offered us is a 20% discount on the repair and a $50 credit toward a new accessory. Why would I want a new accessory if the last accessory I used seems to have invalidated my warranty?I simply want the screen fixed, at no charge, under the terms of the warranty. If not, our only recourse going forward will be to publish the interaction with tech support on every social media platform and message board we are members of in hopes of sparing someone else the trouble we have had with Insta360. This feels very much like a company not standing behind their product and in the age of the internet, where anyone can find a brand’s ethos, this is not reputation you want.I look forward to a resolution."

Finally, we received this response:

"This is the Insta360 Technical Support Center.

We would like to follow up with you regarding our previous correspondence. Have you been able to resolve the issue at your end?

Please do not hesitate to reach out to us under this email thread for further clarifications or assistance, if any. We will be ready to assist you.

We would also like to take this opportunity to remind you that, notice of proceeding with inactivity under this thread in the next 48 hours, we will proceed to close this ticket."

So they will just close the ticket and that is it? Will I ever even see my camera again? How does a company like this exist with this low level of customer service.

Own up to the fact that the pivot stand was faulty and fix the camera and send it back to me!!!!