I’ve been urbexing for almost 15 years. During that time I’ve never written any articles about equipment, despite being very happy with three different Nikon DSLRs, two Manfrotto tripods, and a Sanyo video camera – which broke in 2019 after almost 15 years of recording countless hours at hundreds of locations as well as places like Chernobyl and North Korea. Videos I always considered a bonus anyway… and I’m still having a hard time thinking of myself as a photographer, given that I have no formal education in that field and only do it as a hobby. A really time-consuming hobby, but nevertheless just a hobby. I also don’t have a background in technology, so what’s the point of reviewing camera equipment when I just have an opinion based on learning by doing? Well, that doesn’t keep countless “influencers” and Youtubers from churning out incompetent nonsense, but I wouldn’t want to be found dead with either label on me! And like my favorite professor at university once said in regards to papers we had to hand in: “Don’t claim anything you can’t proof!”
Fortunately there is no need to be technical or scientific about this Insta360 X4 article, because unfortunately we never got that far…
Like I said, I always considered video walkthroughs of the locations I explore a bonus. I started them pretty much right away, but at first I didn’t even publish them, because I only took them for myself. And even when I published them, I didn’t edit them. No cuts, no voice overs. Just me walking around breathing heavily into the silence. That all came to a sudden halt when my Sanyo stopped working after exploring the abandoned *Trump Hotel*, also wiping out the recordings of the whole day. At that point I was tired of doing the videos anyway – and my co-explorers were increasingly annoyed, because I added 10 to 30 minutes at the end of every exploration for the walkthrough. So I stopped doing them.
For the past 18 months I’ve been exploring solo again (don’t ask, it’s complicated and often quite frustrating, to be honest), but a few weeks ago a colleague of mine showed me an older model Insta360 video camera that a visiting cousin from the States forgot at his place in Japan. I was fascinated by the easy to use 360 photos and videos, so I did some research and decided to get one. I’ve read reviews, I’ve read product pages – I did my best to make an informed decision, because at first I considered buying the X2 or X3 as older models often are cheaper with only slightly fewer / worse features. The X2 was out of the race when I read in a review that it required a smartphone to be activated – something I didn’t read anywhere about the X3 and X4. I guess because it’s an idea that is so stupid that it probably was a one-time mistake by Insta360, facing so much backlash that they removed the requirement from following models. The price difference between the X3 and X4 wasn’t very big and since the latter was only four weeks old at the time, the price on Amazon and in brick and mortar stores was the same, so I decided to get it at my local Yodobashi Camera (street block sized electronics stores with hundreds of employees each, in case you are not familiar with the chain), where I’ve been a customer for almost 18 years – ever since I moved to Japan.
BIG MISTAKE!
Yodobashi Camera was extremely stingy, giving only 1% points on the video camera, despite a promotional campaign of giving 13% points for purchases over amount X – except for (small print)… But when you shell out 80k Yen on a new video camera you are looking forward to use, store points are the last thing you worry about anyway. Fortunately I still had some of those points, which I used to get a seriously overpriced MicroSD card, because without it the video camera would be useless and I wanted to try it out on the weekend before an upcoming urbex trip. 83500 Yen poorer, but with a big smile on my face I left Yodobashi Camera on a Friday evening after an otherwise pretty horrible week.
Saturday was supposed to be a great day, though it started with a rude awakening / realization…
After sleeping in and having a delicious breakfast, I enjoyed a nice unboxing. The first slight disappointment was when I realized that the included battery was dead. Well, not dead dead, but completely empty. Whatever, an hour or two wouldn’t make a difference. It would not dent my great mood for sure. That came a few hours later when the battery was fully charged. I booted the small brick for the first time, its screen came to life, asking me to choose a language – and then the screen showed what the camera was seeing… for about a second or so. Then some text popped up and my heart sank. You gotta be kidding me! What I was looking at was a screen telling me to download an app by Insta360 to a smartphone, iOS or Android, to unlock the video camera. What. The. Heck? I literally felt it in my fingers how my blood-pressure exploded, because unlike pretty much every person on the planet above the age of 6 years I don’t own a smartphone. Never have. In the late 90s I had a black and white Nokia for work (yes, I’m not the youngest anymore, though I started working full-time in my early 20s). When I moved to Japan I had a flip phone or two, but for the past 15 years or so I didn’t have any mobile phone at all, smart or not, because I don’t like them as they turn way too many people into dumb zombies. So here I had a brand-new, quite expensive video camera… that forced me to make it usable by using another device with cameras? Who comes up with stupid ideas like that?!
Certainly not Nikon! Their D7500 DSLR I bought just weeks prior worked with a partly charged battery and regular SD cards straight out of the box 5 minutes after purchase – without any charging or unlocking BS!
So I started to do some research… and didn’t find much. Like I said, I couldn’t care less about smartphones, apps and all that stuff, so I tried to find a solution to unlock the darn X4 via PC or MicroSD card. Of course I couldn’t find anything about that either, so I contacted Insta360 directly – who apparently didn’t read my message and instead sent me a standard reply. So I got back to them, apologized for not describing my problem properly (I’ve been in Japan too long…), and this time got an answer that at least implied that they understood the situation I was in – without being able to help, because though it seems to be nowhere stated on the box, the promo material or even on the X4 website (at least back in mid / late May, maybe they changed it by now)… you really need a smartphone and the Insta360 app to use a newly bought X4 video camera, that seems to work perfectly fine, but is made not usable on purpose by the manufacturer. Which absolutely blows my mind!
How is that even legal?
How can a company force you to use a completely unrelated piece of expensive technology that actually partly does the job of the product you just bought, to make your purchase usable? Without mentioning that essential detail with big warnings before purchase! And in addition, forces you to use an app, which does who knows what in the background without one knowing?
What’s next? You need an electric bike with WiFi to unlock your newly bought car? And if you don’t… sucks to be you, it’s completely useless!
Yodobashi Camera – (The Lack Of) Customer Service In Japan!
After some back and forth it was Monday and I came to the conclusion that I won’t be able to use the Insta360 X4, because it really needs a smartphone to unlock, which wasn’t properly communicated. So after work I went back to Yodobashi Camera, my go-to electronics store for the past almost 18 years. Never had a problem with them, because all the products I bought worked as intended right out of the box. So I went back to the cashier counter where I bought the video camera… and already ran into the first minor bump in the road – apparently I hadn’t paid for it in the camera department, but a neighboring one, which wasn’t a problem on Friday evening, but very well on Monday evening. So I went 20 meters over to the camera department and told them about my unfortunate situation: That I had bought this video camera three days prior, but couldn’t use it, because it doesn’t work without a smartphone, which wasn’t properly communicated by Insta360 or Yodobashi Camera. But I was very careful with everything, I didn’t even remove the protective film from either of the lenses. Some air through the teeth sucking, some going back behind the counter to talk to a superior and then something like the following conversation – it’s in quotation marks, but they are not really quotes, you know… just something like that, from memory:
“I can’t sell this anymore, you opened the box. You can’t return it.”
“But I can’t use the video camera.”
“I can’t sell this anymore, you opened the box. You can’t return it.”
“I don’t have a smartphone. The X4 is useless to me.”
“I can’t sell this anymore, you opened the box. You can’t return it.”
“I did proper research and I only found out about this after I opened the box and tried to use the X4.”
“I can’t sell this anymore, you opened the box. You can’t return it.”
“I bought a D7500 last month, it worked out of the box…”
“I can’t sell this anymore, you opened the box. You can’t return it.”
“Then take it back and ask Insta360 to exchange the X4 – you have dozens of them here, you probably have to return one once in a while anyway.”
“I can’t sell this anymore, you opened the box. You can’t return it.”
“Are you serious? I’ve been a customer here for almost 18 years, spent millions at your store and other ones in the building that has your name. Never had a problem – and the first time I have, you are stonewalling me?”
“I can’t sell this anymore, you opened the box. You can’t return it.”
“Really?”
“I can’t sell this anymore, you opened the box. You can’t return it.”
At this point I gave up and exchanged a few more e-mails with Insta360 (“You should try to return the X4 where you bought it!” No kidding…), but their responses quickly became as useless and repetitive as the one of the guy at Yodobashi Camera – who is just a small cog in a big machine, so I don’t blame him; he’s punished enough with the lighting in the store and the uniform he has to wear all day.
So here we are, after me falling for the usual misconception about (customer) service in Japan, because I rarely ever had a real problem anywhere. It’s great as long as everything is within procedures – if somebody has planned for it, it most likely will go smoothly. Service is great. When service becomes customer service though, i.e. an individual customer needs help that requires improvisation outside of the planned service… you’re basically on your own. The only thing flexible in Japan is bamboo.
Nevertheless I still have moments when I wonder: AITAH?
I’m a huge believer in personal responsibility. If I make a mistake, I stand by it. I find behavior like ordering 20 items of clothes in different sizes and colors with the intention of sending 18 of them back despicable. In fact I’ve never sent anything back that I’ve ordered online, except for two USB-HDDs – and only because they didn’t work. I don’t do fast fashion, I don’t buy garbage from questionable sites like Shein oder Temu, I don’t replace electronics unless they are broken. (RIP, Nikon D7100!) I did due diligence before buying the Insta360 X4 and to this day everything in that (opened…) box is in mint condition. If I would have known about the smartphone requirement, I wouldn’t have bought the X4. It’s the reason why I didn’t buy the X2.
This is actually only the second time that I tell this story to anybody, because part of me is a bit ashamed that this series of unfortunate events happened – despite all the research before buying. But spending more than 80k on a useless brick of tech isn’t exactly something to be proud of. I don’t regret much in my life, but buying the Insta360 X4 I regret. And buying it at Yodobashi Camera is something I regret, too. Maybe Amazon would have been more accommodating with returns…
But I guess it is what it is – only money in the end. And no videos for Abandoned Kansai in the future. Heck, even if I would get the currently useless X4 to work, I would always be reminded of this story. Screw video cameras! Never was a fan, now I dislike them almost as much as smartphones. Which kind of closes the circle. But I’ll make sure to never ever even consider buying anything from Insta360 again – I still don’t understand how it’s even legal that they can do this. What’s next to unlock their cameras? Having to send them a voice message, swearing loyalty to Winnie the Xi(thead)? Apparently they can do anything without people questioning it…
I went back to Yodobashi Camera once more though, two days ago. I spent the remaining shop points I had on presents for my nephews without having to pay a single sen – my goal was it to hit +/- 20 points/Yen, but going to exactly 0 was priceless – and so I left the Yodobashi Camera building one last time with a big smile on my face. Upon arriving back home I cut up my loyalty card after almost 18 years. It probably doesn’t mean much to a large store chain like that. But it meant a lot to me!
Thank you for reading till the end and… What has your worst experience with Japanese (customer) service been? Write it in the comments!
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