xTool UK Opiniões 111

Bought an xTool M1 Ultra pack last year. Worked brilliantly until the power cord was damaged. Reached out to support who replaced the power cord with no hassle. Machine is up and running again as normal and I couldn’t be happier. Thank you Saraí!

I purchased the F1 Productive bundle, this arrived in less than a week, used for a few days everything was fine until the Slide Extension developed a fault and stopped working, tried the RA2 this worked great, on closer inspection found the connecting cable for the slide extension to be faulty, reached out to xTool support by e-mail, my case was delt with by the excellent Gabby who couldn't have been more helpfull, and through a description and photo's by me we got to the cause of the problem and the parts needed were ordered, ( control board, motor and connecting cable for the slide extension ) unfotunately a couple of parts were unavailable in the warehouse and had to come from China and being in the UK (a bit of a drag). Eventually the issue was resolved between 11/8 to the 27/8 all sorted now.
A huge thank You to Gabby for her swift responses to my e-mails and keeping me up to date with any developments. Other than the delay with the parts coming from China, an excellent experence.

I bought the new M1 Ultra before it was even released after lots of research. I was so excited and bought the deluxe bundle as well as the deluxe heat press bundle.

I waited weeks - then the items could not be delivered as XTool did not write my address correctly! I checked it wasn’t my error but it was their end. I contacted them and initially they were very helpful and said they would resolve it all for me - two months later I still don’t have everything I paid for, they seem to believe that an apology resolves that and I’m getting nowhere trying to get the remaining items I have paid for. It maybe called XTool UK but it’s not based in the UK so there are language challenges and customer service is clearly very different in Hong Kong.

I have given 2 stars as I am impressed with the bits of the kit I have recieved just wish that I could get everything I have paid for and not have to battle with people who don’t understand my frustration

Had a issue with my new d1 pro 20w
Motherboard board issue was to blame . Never wanted to send it back so a quick email to Sarai at xtool customer service a few quick fault finding checks over email and a replacement board was sent out.
Was fitted and up and running in under a week of contacting the support help email .
Keep up the good work team, I don't usually write reviews but what a pleasant experience

The laser machine, xTool M1, and accessories arrived promptly, and set up was easy thanks to the instructions and online videos. Unfortunately the air assist did not work. I made a video to show this, and Tracy at xTool was very efficient in following this up and quickly sending a replacement. All responses to my emails came within a day or two. All is now well, and I have made my first items. Thank you Tracy, Sean and xTool. The machine is perfect for me.

Had a problem with my xtool d1 pro laser module fan contacted xtool support within a couple of hours the lovely sarai was there to assist me with my problem and resolved my issues with a replacement fan free of charge excellent service from the moment I got touch thank you sarai

Ordered the P2 with all the trimmings. The accessories arrived very quickly, no sign of the laser cutter itself. No info on delivery date in the account, nor via email. I asked directly via email (no telephone number). Had one reply saying check the website, to which I replied, saying there was no info. Now they are ignoring my emails. Not impressed at all. I will update if there are any developments but right now I'm regretting spending £5.5k with a company that doesn't deliver the goods and ignores their customers. Update: After getting in touch via FB etc, I suddenly had a lot of Xtool personnel being really proactive, and the printer was delivered today. starting to assemble now, really impressed with the quality so far. So my only gripe is the email system and the webchat widget, which need radical improvement, but that is easy to fix. The people and the product strike me as superb.

Lia Zhang has helped me more times than I can count. Always knowledgeable and kind. She goes out of her way to provide the best service possible.

I recently purchased the RA2 pro but as I was setting up the accessory kit for it, it required me to undo the screws on the back plate. The screws were so tightly in that I ended up rounding two of the screws and was unable to get them out. I contact Lia Zhang and first she gave me a help website with ideas of how to get the screws out but unfortunately this wouldn’t have worked because they were 2mm hex screws and so were too tiny. Lia organised for mine to be return to the company and then a replacement sent to me. Even though there was a time difference Lia always replied back to me and there was a lap over of time so at 7am I was able to speak directly with her without having to wait for responses. Overall very please and looking forward to receiving my new ra2 pro.

I recently purchased the F1 Ultra and had some questions regarding shipment. Lia Zhang was recommended via a Facebook group as the person to reach out to. I sent Lia Zhang a message with my questions. I was promptly responded back to with all my questions answered and given all the assurance I required. Lia is a true asset to XTool. Customer service is brilliant and couldn’t ask for anything more. Look forward to using the machine.

I love both my xtool lasers. One developed a small issue with the fan recently, and I contacted Lia Zhang on recommendation in the FB group. Lia was super fast in helping me and within a few messages a new fan is on its way out. I'm very grateful as I received much better customer service than other suppliers I've dealt with.

I recently set fire to my P2, not on purpose, all was ok except the lid which was badly damaged. I got straight on to Xtool and messaged with Jennifer Tian who was amazingly helpful, a couple of messages back and for a few photos and with in 3 days i have a new lid for my machine. i have messaged this morning for a tutorial video on how to fit it and with a few minutes i have the video link. This is not the first time i have needed help from Xtool, i have made a few mistakes and i can honestly say their customer services is exceptional i cannot fault them. if you are thinking of getting a laser i would definitely use Xtool

Susan responded quickly and clearly to my questions and request. I am very happy with the service she provided.

My order arrived really quickly and well packaged. A fault developed with the laser module a month later. Saraí at xTool support helped me out and sent a new laser module with no quibbles, excellent customer support, thanks!

Had a few questions and was looking for advice. xTool always replied and have a great customer service. Also had a good communication and support from Saraí (xTool). So far so good and happy with my xTool S1 40W. Many thanks. RM.

I would like to personally thank Ally for the help I have received with my order, i had clicked and paid for an incorrect option i wanted to upgrade to the next option, Ally was on it sorted it sent invoice for the balance all paid within a day and now with courier. Xtool and Ally have showed me that there are companies out there who genuinely care about their customers.

The Customer Service department of this Chinese Laser Cutter / Engraver manufacturer is excellent and much better than many UK companies I have dealt with.

I was recently helped by a very friendly, professional and patient representative called Saraí who very quickly sorted out a problem, initially caused by me clicking a wrong link, and saved me a lot of money.

If you are considering purchasing a laser cutter / engraver I would highly recommend having a look at Xtool products

Firstly i would like to mention Sarai from Xtool support, who was very helpful with all my issues. I can't fault the support i received after 2 issues with both my machines due to unbelievably bad handling by different transport courier companies, my P2 was damaged on arrival so needed to be replaced, then my F1 developed a fault, so i returned the F1 and was then promptly issued a new machine, when my new F1 was delivered this also looked like it had fallen off the back of a lorry at high speed so was very worried about what i would find in the box when opened. Luckily because of Xtools packaging standards, which i might just say are amazingly well packaged, there wasn't any damage to the machine itself, i have started to use my new machine and all seems to be ok. So once again Thankyou Xtool for swiftly sorting my issues out for me and thankyou again to Sarai for letting me know every step of the way what was happening with my replacements.

Absolutely fantastic service from Saria, changed the colour of the D1 pro to Red, no problems, very helpful, just disappointed, the air assist and smoke cover weren't sent at the same time, one week later still waiting.

Had issues with delivery - had taken money but no communication as to timings - tried various emails no luck managed to get through to a real person Emma - Emma was brilliant - extremely professional helpful and patient - order sorted next day - Emma also helped with an issue where I hadn’t received trade in on old D1 pro I upgraded to S1 - sorted within 24 hrs - I had the money 🙏👍👍👍