Fantastic Customer Service 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.

Flashing Purple Light/No Power We had an issue with our less than 6 month old Xtool S1, I emailed the support email address and got a response the same day which was on a Saturday from Shelley. Shelley told me what the issue was related to and sent an attachment for review which explained what needed to take place, by Sunday our issue was resolved and our Xtool was performing as it should! Excellent customer service!! So happy we went with Xtool!

Had a little problem and Emma help me… Had a little problem and Emma help me to solve it so fast! She was amazing! thank you so much Emma!

Responsive Support & Fast Shipping Fast Shipping. Received my S1 40W Laser Rotary Kit within 5 days of purchase. Reached out for support after receiving my item, and Luka was very helpful in addressing my question and request. Response from support was within 24 hours, and customer focused for resolve. Very happy with my experience so far!

I was so excited to receive my machine… I hadn’t realised customer service were off due to holidays. This problem was dealt with quickly on their return. It might have been useful to know that there was a big holiday as I was worried I was being ignored. I was so excited to receive my machine but sadly there seems to be a minor fault with it. This isn’t a problem as these things happen but I am struggling to find a resolution. All I want is a working machine. Customer service are hard to deal with as they send an email every 24 hours and so far after two days they have just asked me a few simple questions which could have all been asked in one email or in ten minutes on the phone. Still waiting for a resolution but I’m tempted to start trying to claim back my money from the bank as currently I have a machine which I can’t use and no one to talk to.