xtool.com Reviews 

Hello XTOOLS,
I see your response to my review. January 6th is first response to my tickets and Customer Service calls; 3 of them for the last 3 weeks and company response is to a review; not my email or cell number with was provided.

ISSUE: Blue Light would auto move during operation. The blue light would move from the red dot towards the 12 0'clock position by 3 to 4" away. Could not calibrate due to blue laser staying at the very top outside the auto fucus and calibration and work area. So, if red and blue light are overlapping and calibrated. Move your finger from middle of overlapping red and blue light' move up to 1 " away from fan intake and that's where the blue light would stay. The blue light would try to auto re- a line, and fail, then the blue light would return to the top position and out of work area.

I have uninstalled your program from my new laptop and re-installed and updated. This fixed the auto blue light to properly line with the red guide light again after working properly for 3 months. I also explained it started working wrong after update. I have been able to run 6 jobs since then. All is working properly at this time.

This is my First Purchase with your Company and I'm on board with your products. But F1 Ultra is your new product and is going to have program bugs or other issues I am aware of. What I was not expecting was a delay in support on a new product. 2 weeks down and left in dark is unacceptable in my opinion.

I'm not the only one with this issue from what I have read, which means you are aware of this and there should contingency plan for faster response or at least troubleshooting check list on my first call. I got nothing.

Please improve going forward.

Shade & Gina

Don’t get an F1 Ultra

I purchased an f1 ultra and the laser misfired ruining my table and several laserable items. Customer service has been a nightmare to deal with. I’m still in the warranty period but they’ve just made the process to get an exchange or replacement unbearable. The exchange was an even amount but the rep who is only available from 10pm- 5am cst refunded 200.00 of a 4300 order when I specifically asked for an exchange.
It was done spitefully so I couldn’t exchange for a machine without paying more money.

At this point I’m ready to also return the m1 ultra also and just buy another brand. I spend over 6k in one month and can’t get a faulty machine exchanged or proper support. I suggest avoiding all together. I also have a glowforge and while the tech and power aren’t the same quality the customer service is much better.

After xtool reply:
I am doing an exchange the money should have never been refunded to begin with. Your employee acted maliciously and purposefully performed a refund knowing I asked for an exchange.

DON’T buy. I bought tmy wife the F1 Ultra double laser 20w. Also bought filter system, glass and cup system to engrave. Worked great 3 months. Blue laser is not working properly. We have been down for 2 weeks with order backing up. I have talked to 3 employees at customer service and no one has ever called us back. So have 5,000 dollar machine and inventory just sitting.
On top that I’m retired Army Infantry and this was a girt to my wife to start her business.
just thought you should know.

Shade

Ps. I’m a Electrician and understand how to service and calibrate according to you’re Manuel.

I returned the m1 ultra because there are too many glitches. They didn’t want to return it to me and they kept offering me 3% back. So many of the functions are flawed. All the videos on people using it on YouTube are fakes. Don’t buy this. I’m waiting to see if I will get a refund. I may go to the media if they don’t.

X Tool is NOT COOL; they take you for a FOOL!
xTool spends all its money on advertising instead of product quality and customer service.
X tool might as well be a marketing company with a laser focus on *good marketing*—so good, in fact, that they have people pre-ordering and paying thousands for lasers they’ve never even seen - remember the F1 Ultra craze they created so people rushed to put a deposit on overpriced hobby laser??But the moment you fork over your cash? You’re on your own. **Zero customer service.** You’ll be lucky to get a response in *a few days* (and when you do, good luck with their broken English). And don’t get me started on their Christmas *“holiday delays”*—which, surprise, are total lies. Order directly from their website, and you'll be buried in a *waiting line* for weeks. But, wait for it... order the exact same laser from their Amazon store, and it magically arrives in 2 days! Funny how that works, huh? They’ve got stock sitting in California, but only send it out to Amazon customers to maintain their precious Amazon ratings. All the while, they feed you excuses about *“delays from China.”*

It’s clear where their priorities lie: keeping Amazon happy and raking in pre-orders, not providing real service or delivering on their promises to customers.

Talk about a holiday scam!

Through and unfortunate accident my machine got severely damaged by fire. Beacuse it was still my fault xtool was under no obligation to help, but I thought I would email customer support any way, and wow did they help. Gabby (the customer support representative) got back to me almost immediately. Her first concern was for my safety, she made sure I wasn't hurt. After that, I gave her a description of the damage and photos showing it. She informed that Xtool doesn't currently repair the F1 ultra domestically but that she would keep working on it to find a solution. Eventually she was able to coordinate a direct replacement, saving the crazy shipping cost of sending it over seas! It has been a long time since I have received such responsive, friendly and diligent customer service. A big thank you to Xtool and especially Gabby!

If I could give a zero I would.
Bought the M1 Ultra 20w (£2k) machine with the promise it does everything under the sun for beginners. Tested it out only to find it doesn’t cut CLEAR ACRYLIC or WHITE acrylic. The main purpose I needed it for. So when they advertised it cuts acrylic they missed out the part it only cuts certain acrylics, for beginners this should be highlighted!

I asked to return the item on the 2nd December, got sent the return policy, because I’ve opened the machine, used it and have the accessories I’m going to be charged atleast 30% as a service charge to return it. Ontop of that I have to pay for shipping!! They’re “based in Canada”, (it’s actually a Chinese company with a Canadian front.). Anywho, With all that in mind I still wanted to return as it’s not fit for purpose, sent an email back saying yes I would like to return. I’ve heard nothing since! I’m based in the UK, rang the canadian support desk on the 6th December, she “escalated the return” and I’ve still heard nothing. The return is only valid for 30 days otherwise they don’t take it back, there’s 4 days left from today.

I can’t send anymore emails as “I’ve reached my limit” with their Ai help desk, because there’s an open ticket which no one is responding to at all! They’re not responding to any of my previous emails. £2k down the drain for a machine that doesn’t even do the stuff I needed it for. Get a Cricut, a printer, and a desktop engraver, because that’s what you’re getting, at a much more expensive cost. The response I received whilst being sent the return policy was “we’re sorry you had this experience, unfortunately our m1 ultra machines do not cut clear, only co2 machines have that ability, which is our P2 range”, at £2.5k+ more. There’s better machines out there that are co2 cutters that are much less in price and have better reviews than xtool so save your money and go elsewhere.

I’m selling mine if anyone wants it! Barely used, as they charge you if you’ve used the laser over 50times. This is laughable!

Albrecht helped distinguish between a compatibility issue that the cart was erroneously alerting about for the: xTool Smart Air Assist [Compatible with xTool S1/M1 Ultra]
So, ultimately, I made it a part of my purchase.
Thx.

If I could give 0 stars, I would.
I am extremely disappointed with your customer service—or lack thereof. You are incredibly difficult to contact, and you don’t respond to emails.

I ordered an M1 Ultra Deluxe, over a week ago, and I still haven’t received the entire order. Some items are still in transit, and according to your overview, some haven’t even been packed and prepared yet.

I find it deeply unprofessional that a company of your size cannot manage to ship everything at the same time. If an order is split into multiple shipments, you should at least inform the customer in advance. This is simply unacceptable.

I will not be recommending your company to anyone, as this experience has been far below any acceptable standard.

I bought an xtool m1 ultra deluxe package and was recommended to buy their air purifier by the xtool sales rep after explaining my needs. Before I received the air purifier the new better model was offered to me by email. I called to make an exchange and was told multiple times I would receive a call back. Still no exchange and I wish I never placed the order.

Iris was very helpful in finding a solution to the issues I was having. She got the cable that was missing from my order sent out almost right away.
When I couldn't find the info on the xtool care I had purchased for my m1 ultra she made a great effort to find out why & what to do about it. I guess for some reason the Canadian version of xtool isn't set up to display the binding. She reassured me that because xtool knows I purchased it, I'll still get the coverage, I just won't be able to see it on my account.
She always responded to each message in the support ticket within a day & was friendly, explained everything fully & was pleasant to deal with.

Everything was chaotic at first, I ordered the f1 ultra and ups said they delivered it.. however... it did not arrive. All the help xtool gave me was amazing. They reassured me things would be taken care of. Thank you very much for great customer service.

Purchased an F1 Ultra with all the bells and whistles and it worked amazingly well for a couple months. Unfortunately an issue slowly developed with the Galvo unit where at first, the visible blue light laser, would start to randomly dance around before usually settling back to its proper position usually after engraving something. Before the light started to move, it sounded like air was hissing from somewhere. I later discovered after removing the lens, it was the Galvo mirror spasming all on its own. Then one day, the issue presented itself while running a project and it ruined the project as the fiber laser beam jumped erratically and scored the part making it unusable. I reached out to Xtool on the 5th, which was a Saturday and Gabby with their awesome support team got back to me early on the first business day which was the 7th. After a couple message exchanges she determined that I needed a whole new unit and had me send the original one back to them. The new one was shipped out quickly and helped save my small company from losing a customer who had given me a rush engraving job to work on. Their customer service is TOP NOTCH! Not the way I like finding this out but glad I was not disappointed and glad everything worked out thanks to Gabby's quick assessment and actions.
Will definitely purchase my next laser from Xtool as this level of customer service gives me piece of mind.

The galvo on my Ultra went and Gabby got me back in buisness. Once she determined I needed the machine replaced she sent me the lable and asked me through the process. It took time which was to be expected. Once I recieved my new machine she was able to get my care plan transferred will little issue. Not once did they close my ticket until I was satisfied.

Gabby was very helpful and resolved my request for supplying the fixing details of our F1 Ultra in a prompt and friendly manner.

I want to thank Gabby and her team for taking the time to arrange a one-on-one Zoom meeting with me to resolve the issues I was having with my new F1 Ultra. I will be using my laser for marking parts that are non-standard in shape, so many of the online videos I had watched were confusing and only problems that seemed endless. The team quickly helped to sort these issues out for me. Now I feel very confident going forward.

The M1 Ultra was my first product at Xtool and first laser engraver. Even before I received the device, I had joined the Facebook Support Group for it where Cheryl has been awesome from the start. She introduced herself as the Support person for the M1 Ultra and has been helping people.

When I received by Desktop Air Purifier without the correct cable, she immediately responded and is sending me a new one.

Though my use of the device has been limited, it has been good and it is great to see the Customer service provided.

I made a $50 deposit for the M1-Ultra, then went on to travel to Europe. When I was placing my orders prior to the deadline of July 24, I encountered a lot of problems. Since I was in Europe, it was taking me to the European site, and I cannot find my orders. I had a series of issues and each time I would contact Lia Zhang. She helped me each and every way to get my order right! Had it not been for her professionalism and fantastic customer service, I would have missed the deadline for placing the order. Xtool's customer service is great, especially if you get hold of somebody as efficient, friendly, and knowledgeable as Lia Zhang! Xtool, you should get more "Lia Zhang" in your employ!!!

Lia as absolutely amazing! She was able to help me through focusing my F1 Ultra. She madeure I got my machine up and running correctly! IThank you, thank thank you

I was doing some inquisitive research on XTool's new M1 Ultra machine and worked with Alberich as my assigned support person. Alberich was very helpful, and very knowledgable to all of my questions from the sales prices to any other specials that might be going on to help save us some money. Having a positive onboarding experience when planning to spend a significant amount of money (to us) with ANY company, shows said potential company is not worried about the money first, but rather their customers (current or future) be comfortable with their purchases and confident in XTool to take care of them for years to come. I would expect based upon other reviews and customers having their own positive experiences as well, they too had their own "Alberich" giving them the same great customer service expertise.