xtool.com Reviews 

I lost the cable that connects my F1 to my laptop, Ally really came through for me. I received the cable in a week.

I received my new F1 laser from Xtool, and within one day I began having issues. First, the wifi wouldn't connect. It did the previous evening, but not the next morning. I tried multiple networks, the app, and a windows PC, but nothing worked. After I decided to connect via USB-C and wait fo the next firmware update to address the wifi, my galvo system stopped framing correctly. When I selected "process", my lasering came out as the framing...not correct (straight lines had curves, lack of consistent power, and location variances).. I sent a video of the anomaly to customer assistance, and they agreed my galvo system was not functioning correctly. From here, my point of contact was Shelley. She handled everything from initial troubleshooting, through postage for the return, and my subsequent new machine. Round trip for everything was ten days. My new F1 is functioning as expected, and although manufacturing defects can occur anywhere, I especially appreciate the customer assistance Shelley provided and by extension XTool. I would buy from them again, and I am a very pleased customer. Thank you Shelley.

I have been using the xTool S1 20W laser since November 2023, and since the device has already paid for itself very quickly, the xTool F1 and the screen printer were also added. The devices run very well and there were no problems with the xTool XCS Creative Space 2.0beta until I switched my iMac (2017) to a new Mac Studio M2max. However, when using Mac Studio, existing projects could no longer be opened and new projects could no longer be opened after saving.
I therefore contacted xTool support and received an email from Shelley to help me solve the problem.
The response times were generally short and helpful. After I provided some information, Shelley gave me the solution, which solved the problem immediately. I am very pleased with the excellent support. The xTool devices are really excellent in terms of price and performance. This is also reflected in the support. A big thanks to xTool and A big thank you especially to Shelley and to the xTool Support team.

After receiving my f1 I had to send it back as it wasn’t working properly. Responses are painfully slow, told it’s going to take weeks to get my money back funny how it didn’t take that long to take my money. The whole time it seems they are dragging their feet and reluctant to give me my money back as now they are trying to tell me that they didn’t receive my parcel when I have proof and photographic evidence from the delivery company that it was delivered, but yet they still denied receiving it over a week ago. This company is poor on every level from product to customer service.

I got a P2 and a F1 Combo.
F1 working great from the beginning on . Great !
P2 got some trouble with Wifi (the fault of my network).
But Customer Service was real nice!
Fast Awnser , good solutions and helping.

Fast Awnser=I´m Germany they are Bejing , so it need some times , just to be sure we are not misunderstanding.

I purchased a F1 bundle last November and a S1 in February plus some materials. On one of the forums I found a post saying that a military discount was given. I emailed Luka about the discount, they discounted all my purchases. Can’t say enough about Luka and Xtool support. Thanks Luka

I purchased a F1 and when trying to process projects using both the Blue Light and IR lasers I realized that the two lasers did not perfectly align. I reached out to xtool and they immediately response with a tutorial showing how to align the lasers. When that didn't work they offered to ship me a whole new machine! I shipped them my defective laser and they shipped my new one out within a couple days. All customer support personnel have been extremely helpful and responsive.

Blanco was very helpful, courteous and responsive to my issue. I received my P2 on 1/19/24 and am very pleased with the accuracy and speed of this machine. Also, the software is very intuitive. I do my designs in Autocad, convert .dwg files to .dxf and open in Creative Space without any issues. I am ordering an F1 so I can engrave on metal.

After buying the F1, and seeing how the company does business over the last 6 months, I've come to believe that XTOOL'S real business is running CROWDFUNDING campaigns. They raise millions in crowdfunding, put little more than beta machine out, then go on to the next multi-million crowdfunding campaign. They do not seem to ever use their own money to produce products.

After a product is released, they don't seem to have much interest in fixing bugs, problems, or anything else about their post release machines. They sanitize their Facebook page. Any criticisms, serious problems with their products, are routinely and quickly removed. They give out a ton of free machines, so you are overrun with "Greatest thing since sliced bread" affiliate reviews, instead of fair and balanced reviews.

Customer service is lacking both in pre- and post-purchase of the F1. They seem to have a habit of taking people's money (both in and out of crowdfunding programs...they also take in a lot of random cash for "pre-orders"). People are often seen in groups saying they sent in money long ago; but received nothing, and nobody answers their emails. If you do happen to have this happen, I suggest you jump on their Facebook page and shout it out loud. I have seen people miraculously get a response from XTool very soon after posting their complaint. It's like magic.

Personally, I wish I never bought their extremely overpriced and falsely promoted F1. It does NOT live up to XTool's claims. Not even a little. They claim you can make thousands per month, in your new F1 business; but my experience is, if you use this glorified hobby laser to run your business, you will experience a whole lot of pain, and subpar results. BUYER BEWARE! I had been planning on buying the P2, in addition to the F1; after my experience with XTool this time, I will never be buying another. I could say plenty more; but I'm hoping you get the idea.

I received a defective f1. It isn't major but for how much these machines cost I wasn't going to look past it especially when it was a defect straight out of the box. I lifted the shield to remove the foam from inside and when I tried to shut it it wouldn't close all the way. I contacted them about it and sent a video showing them how it doesn't close. Instead of replacing it they want me to take the machine apart to decide if it was their doing or mine. Again, I literally just took the f1 out and placed it on my desk when that happened. If it was my doing by setting it on my desk then their products aren't that great to begin with. I'm also not comfortable with taking it apart and I shouldn't have to for something brand new and expensive. Every time I told them that, they kept going back to me cooperating with them and taking it apart. My husband ended up getting involved and called them. It seemed like we were finally heard only to receive another email in the middle of the night by the same person titled "abandoned call from (my husband's number)" telling me AGAIN to just take it apart. At this point we're both fed up! My husband calls again but no one answered so he used the chat instead. It was a bot at first but eventually he got someone in. Again it seemed like we were finally going to get a return label. At this point I want to just get a refund but they made it seem like they were fine to do the exchange. A few hours later I get an email about my return label being created but it had no attachments nor links to this return label. That is where we are now. I'm at the point where I want nothing to do with this company. I just want my money back to support a better laser engraving company. I won't be surprised if I get the same person emailing me in the middle of the night again telling me to just take it apart. I understand that I can just do it but I shouldn't have to. They failed at quality control and sent out a defective machine. Who knows what other problems it may have. I now can't fully trust their equipment in general by how hard they're trying to not replace it. A bad machine may not always be the case but know there's a risk that it is and getting it replaced without maybe messing it up more since wires have to get disconnected is close to impossible.

Edit: 02/03/23
I got a replacement and it's now working as it should. I won't delete this original review because that was my experience but the outcome was positive even though it was a hassle to get to this point. I shipped out my defective f1 and the next day received the new one which did surprise me not gonna lie. Will I buy from them again? Personally no, not after this experience which is a shame since I planned on getting more materials from them before this but they did make up for it. I'm just bitter now with how difficult it was.

I bought a xtool f1 about 4 months ago. It worked fine to start with. Then it started losing power, and cutting out mid way through engraving. Now the IR laser won’t work at all! The blue laser still works but significantly weaker than it was when I got it. Support is ridiculous, asking about my settings etc ( I know what I’m doing) I’ve checked over every I can I the machine, seems as though it’s just dying. More than likely cheap components are already fried. I wouldn’t recommend this machine at all! Don’t waste your money!

First couple of weeks were awesome. Then the update basically fried my xtool F1. It doesn't turn on or do anything, but the customer service says they can't do anything because they need video after video of it not turning on, saying they don't see any errors or faults showing up. but it doesn't turn on so it can't produce an error, so they will not help but i have to be patient over an over, e-mail after e-mail, but they just drag it out and do not help. Worst technical customer service ever.

I recently purchased my second XTool laser machine the F1 and absolutely love it! When I went to use the rotary tool I realized the cable that came with it was for the other machine. Went on XTool’s website and tried to order the wire for the F1 and their website came back and said they couldn’t deliver to Canada. I went on Etsy and placed an order for a wire for $7 and paid $70 plus for shipping a total of $85 and have yet to receive it. I contacted Tracy at XTool and explained what happened how I got scammed and was in need of the wire for F1 which their website wouldn’t allow me to order. Unbelievable the customer service Tracy gave me…she sent me the wire free of charge and as well as free shipping. THANK YOU SOOOO MUCH Tracy. Since then I’ve gone back to XTool and have ordered the Air purifier machine and slider attachment for my F1 waiting on delivery. I absolutely love their products and their staff is amazing to deal with every single time. Would totally recommend XTOOL. Thanks again Tracy. :)

I received an XTool F1 that was a blast to use, but it came with the red laser light for setting the focus not functioning. While I could manage using the autofocus and setting the material thickness using some calipers, it wasn't going to be a long term solution. Ally from customer service helped me run through troubleshooting until it was determined that it would need to be replaced with a new machine and helped handle the return and shipment of the new machine quickly and professionally.

I purchased an Xtool D1 pro and F1 bundle for my business and received it early August. Encountered performance problems with the F1 and contacted Xtool, they were very prompt to respond with troubleshooting advice. Problem got worse and after trying the solutions offered and sending a photo and video Xtool, they offered a replacement unit without any further issue.
Lujia from support was always super quick to get back to me and done an incredible job in helping us get the replacement laser to us with the smallest turnaround time possible, and when it was temporarily lost in the post was willing to arrange another unit until the original was found.

I purchased the RA2 Pro for my new F1 but it didn't come with a connection cable compatible with it. I reached out to support and the rep Ally resolved my issue without hesitation. I have the correct cable being shipped at no cost to me. I appreciate not having to do the back-and-forth game and was able to get a resolution fast. Thank you.

I appreciate the quick reply to my question about a cable I needed. Ivy was very helpful and gave me the discount code for a free cable I needed for my new F1.

I asked if the F1 came with the RA2 cable and the answer was no. I had in the meantime ordered the cable just in case. Sarai notice the purchase and contacted me to take care of it and replying back to let me know it was covered.

I was contacted by xTool to review a D1 Pro 20 watt plus the RA2 rotary which they provided. I have owned several desktop lasers and was so impressed with the D1 Pro I bought another one (10 watt). Also bought an IR module, an extension kit, honeycomb, etc.

Since that time I have watched the company innovate in ways no other diode laser company has. They have a galvo laser (F1) in the works, a fire suppression system, and a new CO2 laser coming out soon.

I put my lasers through the wringer and push them to their limits. I have experienced no issues with either laser. I even once noticed some unusual behavior with the IR module. Nothing was wrong I just observed what happened when you swap it with a regular diode laser head. Their support team reached out to me for more details. When was the last time that any company reached out to you when you observed and documented some behavior.

I've had my equipment several months now and all of it is still working perfectly. Their website contains all the pertinent information you need although sometimes you might have to dig a little to find what you need.