xTool UK Reviews 111

It was really helpful speaking. They resolved the issue quickly

Fantastic customer service from Ally xTool , I had placed a order for a F1 unit with the Ra 2 Pro and a day or so later they had dropped the price ! So i emailed them to see what they could do and the refunded me the difference the same day !!!
Great work xTool

Great support from Ally at xtool. Needed pre-filters for the F1 air purifier. Thanks Ally for your speedy response x

Excellent Service from the Team at X Tool. Quick turn around on a replacement cable. Ally on the help desk was very efficient. The Cable connecting the Extension tray on the F1 was faulty causing the tray to judder and make an awful sound, it was just the cable. Thank You

Had issue with my Xtool d1 pro,
Laser has stopped working and the support I received was fantastic, I had emails detailing the checks I had to make to source the issue, they sent a replacement board originally but it turned out to be the actual laser so they sent one of those also. Big thanks to Saraí who kept me informed and was only an email away at all times.

Very impressive customer service.
Luka was a great help in dealing with an issue I had and resolved it just the way I wanted.
Thanks Luka!

Very impressed with customer service. Saraí has kept in constant contact trying to solve our problem and provided an excellent outcome, in a very short time .
We can fully recommend Xtool product (S1 laser cutter) and their Customer Service

I have an xTool F1 and I somehow managed to lose (or perhaps inadvertently throw away with packaging material!) the finned base plate for cutting that came with it. I contacted xTool UK and asked if I could buy one, since I now had to use my slide extension when cutting anything, so I could not close the cover and make the machine safe.
The wonderful support staff immediately dispatched a new plate to me AT NO COST! This is a level of service I've not encountered before and I will certainly be sticking with xTool going forward. Easy to do, since the quality of their products are second to none, in my experience.

The agent provided a video and pictures to resolve my issue. The provided material was on par and fixed my issue. Thanks..

Ally was very helpful and kept me aware of my ticket i received the missing part.
Very good service

I recently had a techical problem with a laser cutter. The customer services team were quick to respond, with Saraí, being super helpful as we diagnosed the problem. Saraí and the team were quick to act, sending out a replacement component.

I am back up and running and could not be happier with the customer service! Many thanks to Saraí and the xTool team!

Susan
Was very helpful with the questions I sent to her, and I had a very quick response with suggestions on how to help with my engraving.

After receiving an incorrect item in my package Ivy from Xtool resolved the issue very quickly. As an extra touch Ivy sent me a free premium materials package full of goodies. The S1 that i purchased has been amazing so far and very easy to use. I come from a graphic design and print background and have never used any laser equipment before. Very impressed!

Hands down the best customer service.
We have been using many different brands of laser and CNC machines and XTool has definitely the best customer service of any brands available in the UK. My special commendation goes to Blanco who has gone to extraordinary lengths to assist us with an issue and made sure to approach our problem with our best intent in mind all the way. Could not recommend more!
If anyone at XTool is reading this please make Blanco a nice cup of tea from us! - Alex

Best customer service I’ve ever experienced. Purchased the wrong machine but Emma at xtool responded to all my emails straight away and dealt with the whole situation with advice and how to rectify. Always wary about ordering from something advertised on Facebook but would highly recommended. Again best customer service I have ever experienced with Emma at xtool.

What would you say is the most important thing a company needs to become a success?
1)Product
2)Marketing
3)Customer service.
The first two have been covered in abundance for the xTool S1 but what about the 3rd one Customer Service?
The vast majority of people who purchase the xTool S1 will never have a need to use this option but that does not lessen it's importance, a good customer service results in the customer mentioning it to one in every hundred people mainly to those who ask, bad customer service, on the other hand, is mentioned to 2 out of three people regardless if they asked or not.
In other words we will mention the bad at the drop of a hat but because we expect a good service we take that for granted and feel we don't need to mention it.
Because we don't get what we think we deserve all of the time from customer services it does not mean they are bad or inadequate, sometimes our own expectations are a little high and we become embroiled in a battle of wills where we refuse to compromise in even the slightest of ways.
So what makes a good custumer service within a company? is it the one that succumbs to everything we want? Is it the one that does nothing even if the product you have is indeed faulty? or is it the one that works with you to determine what is wrong and gives you solutions or replacements?
I have had reason to have had contact with customer services in xTool. In fact they reached out to me, I had something going wrong with my laser and I asked in FB if it was normal or if something was indeed wrong, Cecilia Fang reached out to me and we got chatting about what was wrong, she asked a lot of questions and requested I try various things. I photographed everything as I went along so she had the full set of details as we progressed.
Eventually over the space of four to five days we reached a stage where we were both happy with the outcome. It would be unfair of me to say exactly what was wrong and what the final outcome was, but I will say that I chose what options to take throughout.
The dealings I have had with customer services have been a positive one, Not every machine they sell will be 100% without faults but the same can be said over anything we purchase in this day and age. I do however, based purely on my dealings, think they go to great lengths to help the customer.
I have done this post as a thank you to Cecilia Fang personally for stepping in and working with me to find a solution, I have never had any customer service from any company reach out to me when they spotted a problem, I would also like to thank her personally for the professional way she dealt with the problem I had.

Good contact, fast response. Very helpful Saraí from customer service. I will not hesitate to make another purchase. The only disadvantage is that spares can be shipped from China which can take around 10 days with shipping to the UK.

My Xtool P2 unfortunately had a faulty motherboard after about 6 months of use. the machine has been great fun to learn and does what it claims to do. When the problem arose Ally was very helpful, guiding me through troubleshooting the issue and working to resolve it. Ultimately the machine had to be replaced with a new one which came quickly and the old one was taken away. Ally was very helpful and efficient.

Engraving machine is OK.
Enclosure for the machine isnt as described, it doesnt extract fumes and smoke,they sell an "upgraded fan" so they know the problem exists

trying to sent it back for a full refund was alittle tricky.
I do hear the technical support is good but the after sales team is hard to work with and very confusing. They have an email or an overseas phone number, so the only option is email.

Edited: finally got the refund.

33 emails between me and xtool to get a faulty item returned.

Company has sent an apology and said they are reviewing the customer service they provide.

xTool Support give good, precise and quick response to my technical problems.