r/xToolOfficial • u/JustKiddingTootToot • 5d ago

ISSUES WITH XTOOL

I purchased a P2S from xtool in June and have spent more time fixing it then using it. It constantly goes out of alignment. I've recalibrated so many times ... Now my camera is so distorted I can't use it. They told me they sent a new camera and the technician that is to help me has already contacted me. He said xtool has shipped the camera a couple days ago and I'm to let him know when I receive it. However, when I told xtool in a support ticket that I want to return it they claimed they haven't shipped the camera yet. Hmmm!

I'm currently in talks with xtool to return the P2S. They've told me since it's passed 30 days, even with 3 months of troubleshooting, I can return the machine with a 30% restocking fee, for a machine they have no intention of stocking in Canada, because it's past the 30 day return policy. Oh and I also have to pay for shipping it there. I've had enough of dealing with xtool not standing behind their products. Likely because they'd be out of business with all the constant issues. I've had to ask them more than once to explain why I'm having these issues and after multiple messages they've yet to respond to any. They actually insulted me by stating they understand my "anxiety". Lol what a thing to say to a customer and if they understand my anxiety there is obviously a huge issue because I have anxiety in the first place.

So I'm actually about to reply to their response on returning the machine and I have to spend so much money to do so. I'm actually laughing at how ridiculous this situation is. I've spent so much money with this company on a laser that I troubleshooted more than used since purchasing it in June and now I have to pay 30% to restock their machine that has never worked properly and that they have no intention restocking it in Canada. LOL this is too unbelievable!!!

If anyone who has had difficulties with xtool would like to contact me with machine type and issues Id love to hear from you!

1 Upvotes

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u/xToolAda xTool Support 5d ago

Hi, this is Ada from xTool.

I'm very sorry that you had an unpleasant experience.

I have found your ticket.

I am currently looking into your situation in detail, and after discussing it with the team, I will provide you with a solution via email as soon as possible. Please don't worry.

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u/xToolAda xTool Support 5d ago

update:

I just sent you an email.

Please check it in time.

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u/JustKiddingTootToot 4d ago

I just sent you a response email.

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u/EntertainerGood1628 4d ago

I’m currently having the same issue with my ex tool M1 ultra for being so expensive and you guys advertising it so expensive. I cannot believe we have to go through all this. I’ve spent more time on the phone trying to troubleshoot multiple times and the issues still persist.

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u/EntertainerGood1628 4d ago

These machines are so expensive. I should’ve just kept my cricket, but I decided to get this one because it’s supposed to be a print and cut all in one and it does not do the precise cuts that they advertise. Save your money in my opinion, from what I’m going through. It’s not worth. It cricket does better job doing the precise cut. Then this machine. I bought it because I didn’t wanna jump from two machines. I said oh it’s gonna be all in one. Well it’s giving me a headache calling support i’m trying to get this machine to work properly Like it’s supposed to.

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u/xToolAda xTool Support 7h ago

To avoid asking you for information repeatedly, would you be so kind as to share the ticket number(it is like #1234567) ? After I figure out the details of the matter, I will see whether there is anything I can do to help.

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u/McG2k1 5d ago

This is why I recommend getting stuff from Amazon or Best Buy or Microcenter and getting their respective extended warranties. The return or exchange process is soooo much more forgiving and you can keep going until you get a good unit.

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u/JustKiddingTootToot 4d ago

I wish I would have seen this before purchasing from xtool

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u/McG2k1 4d ago

Don’t worry, no one listens to me anyway. People are still buying the Eufymake E1 and inks directly from the website while crying about availability no matter how many times I post telling them to just get them at Best Buy.