xTool UK Reviews 111

I returned recently my xtool 20w pro. It didn’t cut colour acrylic and tried so many times to get the engraving to work also. The smell of acrylic burning is so toxic it gave me a headache. I had to sometimes run a 5 pass to get it to cut the 3mm acrylic and you could really see and smell the burnt melted acrylic. Might be an ok machine but definitely not for cutting and engraving acrylic.

I bought my xtool from the company and it was despatched on the 4th September, since the 14th of september when I recieved it I haven't been able to engrave anything it just prints lines and nothing else,
I have tried everything that it's possible to try they have never replied to me, to help me I think their customer service stinks, I have had to get my bank onto them to try and get my money back, I spent a lot of money on this engraver and it's gave me nothing but a headach

I placed an order with xtool 3 days ago but soon after I placed an order, I realised Amazon had a better deal which would have saved me over £500. I put a request in to cancel straightaway so I can order on Amazon. But 3 days on and I’ve not heard back. On the website it says they respond to you in 1 day but I haven’t heard back. Instead I’ve received an email to say it’s despatched!!

Update: I finally heard back from the company and they have resolved the matter. Sarai was super helpful.

Can’t wait to use the product now

I dealt with Ivy from xtool, who solved my issue as quick as he could, always responded to my emails helped me figure out the problem and resolved it with a very good response and attitude 👍

Helpful and supportive. Customer service the way it shoild be. Thank you Saraí

I am updating my review. I did write a very positive review, but accidentally only clicked 1 star instead of 5. I was very satisfied with my support experience with Ivy. I received replacement sensor switches and the laser is working wonderfully.

It was a challenge to receive my laser due to timing and logistics but Miss Ivy was able to help me. I'm so happy with everything she managed to arrange for me. Great service.

Ivy from xTool customer support has gone out of her way to uphold customer satisfaction and repair the damage done by the unprofessional transportation company responsible for handling the delivery. From my customer experience definitely someone I can recommend as an employee 👍

Xtool wasn't my first thought when looking to buy a laser cutter tbh but saw a great deal on a full package, so bought with them. To my surprise they cancelled order a few days later as it was 'too cheap' ??? Then held my money and tried to make me take a hugely worse deal. Refunded.

I had a question regarding a discount voucher. Saraí responded quickly and in three emails my problem was resolved. The D1 pro product which I initially purchased is a great quality product and continues to fuel my creativity.

I thought my power supply was missing they offered to send me new one . In the meantime I found the power supply well packed in the original box so didn’t need it . But their offer to send one straight away was very gratifying
Great service

My order was delivered within 3 days. I did have a question and Ivy responded very quickly and politely.

My questions were answered politely, rapidly, and pleasantly. Means a LOT in Customer Service!!!

Great products d1pro 20w, rotary tool, honeycomb bed and enclosure (although still getting to grips with it at the moment) and great customer service too. Saraí has been very helpful and responsive. Would happily recommend so far 👍

My support member was Mandy. My M1 z-axis started malfunctioning.the laser just started extending out as far as possible suddenly and would only retract when I powered off and back on, but shortly after retraction, it started to extend again. I initially did a hard reboot and unplug of it and my computer and it worked for one cut. But immediately malfunctioned again. I contacted support before going further just in case, and Mandy sent the suggestions for proper cleaning and checking connections, as well as providing specific commands to unlock and control the laser movement.

After the clean up and reconnecting, I believe I ended up snagging the cable on the corner and ripped a "prong" or 2. I continued putting it back together and everything worked great however the small fan was no longer functional. So I informed Mandy and she graciously provided me a new fan, ribbon cable and even the adapter board. The delivery was really fast and I swapped those all out pretty easily with the guidance of Xtool provided videos and everything works like brand new again.

This laser has been a fantastic machine! It had a hiccup and couldn't produce more than 2% Power. I tried doing everything I could do to fix it with no luck. I ended up emailing and asking for help, with very little time we came up with a solution over email. Very good customer support and help. I definitely feel like Xtool has your back after purchasing a machine!

I was having an issue with my Xtool p2 laser with the aim measurement not working. I submitted a help request an Ivy from xtool support reached out. Ivy sent me a very helpful troubleshooting guide to help address the issue. I was able to resolve my issue with the p2 aim measurement thanks to Ivy! Great customer support!

I have a problem with the engraver XTOOL D1 PRO and Saraí from xTool has been so helpful I can't fault it the now part is on it's way and I'll be up and running soon. A special thanks again to Saraí.