Emma was helpful. I hit more technical frustrations than I expected when my Xtool P2 laser cutter arrived. The mirror alignment was a pain, but I felt the customer support via email, made me feel more confident the problems would be resolved. The Xtool Creative Space software is in beta, and it wasn't working for me. But I got good info from Emma in tech support and soon enough she sent me an update that worked well. In fact, making my first test projects today I felt liberated and inspired by the P2 laser, not something I can say about most other tools.

Poor on every level 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.

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.

A little slow to repond but the issue… A little slow to repond but the issue is resolved

Had a problem with our d1 pro Had a problem with our d1 pro. Running a business I had orders I could not fill with it being down. I contacted customer service and they expedited a part out to us based on what we described was wrong. We ended up having to have additional parts sent to fix the issue. I am happy to say we are up and running again. Shelley was a big help in getting this done. Looking forward to adding additional xtool machines to our business in the future.