xTool UK Opiniões 111

Filled in their trade in form and didn’t even get the courtesy of a reply. Now I get spam daily from them. Have heard they never give any trade in allowance and the form is just a scam get your details. I have now spent my money elsewhere.

I had an issue with a part of a filter.
Once isolated the defected piece, they send me a free replacement at no extra charges, and checked in to make sure all was fine.
Great customer service!

Machine is good but software is bad. XCS have very limited functionality to do some basic things. When I align an object in a frame and do reduce size, it changes it xy positions. There is no "object origin" tool to resolve this issue, cause wasting time for aligning the work. There are no short keys which you customise for different function, it user friendly if you are hobbyist but for serious business, programme is far from very basic. Hope technical team will review my feedback.

Been in touch with xtool over the last 3 weeks or so , I was initially sent a replacement part but after several attempts to rectify the issue, i got back in touch with terry from xtool, and he resolved my problems straight away, I send my machine back and was quickly sent a brand new machine,
Cannot fault thier Customer Support, it is truly excellent 👏

Always helpful staff and very accommodating. This is my second Xtool machine and I would buy again.

Xtool supports has always been fantastic. I’ve required spare parts and always had quick immediate action.
I have several Xtool machines and they have been great.

Had a few problems with F1 Machine. Zoey at customer service had been a great help all the way through the process of getting replacement parts and eventually a new machine.
Happy Customer at this end,to the point i actually purchased an other machine from them.
First class service .

Vanessa helped me, order some missing part we had lost for the RA 2. I went in circles for hours, but she was great. Thanks xTool

I recently ordered a filter kit for my S1 purifier. Onn delivery I realised I had ordered the wrong item - I had ordered the kit for the F1. Thinking I mght not get a refund as I had made the mistake not xTool I contacted their service. Sarah and Ali were exemplary in their customer service and refunded the price (less shipping which I expected to have pay). This was all completed quickly and promptly (despite the Chinese Spring Holiday) and everything is fine. I would recommend xTool even if fault is not theirs but self inflicted! Thank you

I purchased the Tool D1 Pro 10w November 2023. It had very little use (I guess around 5 hours) and by March 2024, it needed a new motherboard and laser module. Less than 6 hours use since replacing them and it stopped working once again.
If you try and contact them, you will be replied to by bots. My emails are now being ignored. And I fully expect this review to be met with a standard ‘we apologise for any convenience…..’ bull reply.
I am now left with a broken machine that has cost far more than it has generated. I could go on but it is a complete waste of time.
It looks like the D1 range is no longer available on their UK site which is interesting.....
Do not waste your money.

I ordered a xtool f1 on 27 November it’s now 11 January still no sign of the xtool customer support is useless going around in circles,very annoying.Would not recommend ordering looking to what rights I have in getting money back.

I purchased an Xtool P2 plus accessories, almost 5k in all.

The components were shipped through 3 couriers and arrived over several days, requiring me to take time off work to stay home and receive them. Why this couldn't have been made in one shipment I dont know.

When the main tool did arrive I opened it expecting a quality product. What I was met with was shocking - They had sent me a used and broken unit, melted and burnt in places, all the accessories missing and absolutely caked in dirt. They clearly don't QC their returns / deliveries properly as there is no way this could be mistaken for a new product.

I can almost forgive a picking error at the warehouse, buy my faith in them vanished when I tried to get support.

There is no UK time zone help so I raised a ticket via their website and waited for a reply. When I didnt get a reply I checked the support site to be bet with a banner stating "This website is decommissioned" so was totally confused if I was getting help or not.

I then waited 24 hours before giving up hope on the website and starting a chat.

The agent reviewed my photos and didnt really seem to care, no apology for the mix up just an excuse that the person they need to speak to isnt about and they will get back to me in a couple of days and didnt offer any reassurance that i would not get lumbered with an expensive pile of junk.

When I spend this much money, such a reply is simply not good enough.

I will see how this pans out, but I purchased this based on rave youtube reviews which might have oversold it. My advise for now to anyone in the UK is to avoid Xtool and buy a local product that has a good support offering.

Susan and Emma are fine examples of how Customer Service representatives should be!
Positive, with great empathy and interest, and rapid responses!!
I have purchased both S1 and F1 lasers, and Customer Service has been exemplary.
The machines will be great additions to my business

Only part of my order turned up. Their support is some of the worst I've ever experienced. Almost impossible to get hold of and when I finally did they told me they would get back to me the next day with a resolution which they never did. The missing portion of my order is not a cheap item. Not sure what else to do other than warn others not to make the same mistake.

I cant comment on the products because they failed to deliver anything (they just took my money £1900). Customer service is diabolical and limited to an AI "how can I help" service which just keeps saying "contact Customer Services". Fair enough but the telephone line is permanently busy - stating try again later! and Ive yet to get any response to my emails re. where is my delivery? (just got a response while writing this review - from Elephant-AI repeating all that was said to the "How can I help" service and again suggesting I contact customer services).
It appears my only course of action is now to go through Visa to ask them to block my payment

Post delivery:
The fire safety kit delivered was missing the power adapter and cable.

I strongly feel that I must share my poor experience with xTool (MakeBlock) products and services as I have had relatively poor service and experienced dangerous and unsafe machines. 

Beware: The F1 Ultra appears to be rushed to market, without the proper R&D in safety and construction. 

I have received and used the F1 Ultra 20w IR Fibre/20w Diode laser. There is an orange protective cover/filter that is pulled down to cover the working area allowing users to view the lasers at work without danger to eyesight (and aids extraction of gases). After a short amount of use, mine does not close correctly allowing blue laser radiation light AND the invisible IR laser radiation to be emitted. This is likely to cause damage and eventual blindness! If I were to continue using it. I assumed mine was just faulty, BUT I later learnt this is a known fault and xTool offers a fix through a video and document. This requires dismantling the unit, by removing the back plate and base plate, exposing the fibre and electronics and reseating the cover. Sure if I were confident with electronics, I might be comfortable in having a go and I appreciate the pragmatism in providing a video for anyone suffering the issue out of warranty. I am not skilled or prepared to dismantle this new machine. 

Bear in mind this is a £3500 ($4000+ USD) machine which I have only had for a few weeks! 

It was then worrying to receive this latest email [with my comments] from Susan (xTool): 

“Susan (xTool)
Oct 9, 2024, 15:33 GMT+8

“Sorry to keep you waiting. F1 Ultra will leak blue laser during processing [me: and therefore invisible IR as well] this is because the green protective cover is not completely covered. Please follow the method in the document (attached) to solve the problem [me: these are complicated instructions to dismantle this £3500+ F1 Ultra].
 
Without using other accessories, if the outer cover is tightly closed [no it is not], there is no need to use protective goggles. If you need to use an RA2 Pro or conveyor, you can purchase protective goggles [me: surely they should at the very least provide safety goggles]. Best regards
Susan xTool Customer Service Team”

I am shocked by the attitude to safety when using this product. It is labelled as Class IV so I know it requires caution when using, but to heavily market the unit as having a protective cover allowing users to view the work during operation and then admitting it leaks blue light - and therefore leaks the more dangerous invisible IR light - is terrifying. 

On paper and in the brief time I did use it, it’s an amazing machine, but until xTool take safety issues seriously and fully research and develop these machines, before rushing them to market, I will return mine for a refund and I’d suggest anyone else to be cautious when purchasing the F1 Ultra or perhaps any of the xTool range without fully researching. 

Just as a footnote, I have also had failed xTool S1 machines and was asked to replace the motherboard - again I appreciate the pragmatism but did not understand why I was expected to repair within a few weeks of ownership. In these instances, they did collect the machines, refunded and I purchased again. Whilst disappointing that this happened it is not as much a concern as it is not a safety issue detailed above.

If you are thinking of buying an xTool laser, make sure you go beyond the apparent unbiased reviews on YouTube - seek out reviews by those who purchased the machine and weren’t just gifted the bribe of a machine and all of the accessories by xTool (who are likely to provide a positive review to ensure the steady flow of more free gifts!).

What can I say about X-Tool, they're not the cheapest but I feel they are the best. All the items they have made (and I own three) have been easy to use, great software (that gets better each time) and amazing customer support.
Some will say the time difference is an issue, but here in the UK it has always been fine. Having dealt with Cecilia Fang with my D1 Pro and now Lia Zhang for my F1 Ultra they are a credit to the X-Tool Customer support and dealt with questions and queries and have supported me perfectly.
Just wish I could afford other lasers in the range as would love the CO2 next, where is my wife when I look for the credit card?

X tool ultra amazing machine mine had a small issue contacted support via chat new one sent. Really responsive and helpfull

I have a number of the Xtool desktops lasers and always found them to be great quality. I recently had an issue with my P2. I got in touch with support & Jennifer Tian. It turned out to be quite a difficult to diagnose issue. I felt and was fully supported throughout. Thank you to all at Xtool. Terry setup a zoom meeting to discuss the issue. After some new parts being sent it was fixed. Brilliant.

I had the pleasure of solving my F1 Ultra problem with Gabby, and I couldn't be more impressed. From start to finish, demonstrated an exceptional level of professionalism. Gabby kept me constantly updated, ensuring I was informed at every stage of the process. Gabby problem-solving skills were outstanding finding the best solution without delay. The entire process was incredibly smooth, and Gabby handled everything with ease and professionalism. I highly recommend her for anyone !