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.

I purchased the xtool D1 pro 10 watt… I purchased the xtool D1 pro 10 watt laser system thinking that I could upgrade later to the 20 watt module. Customer service didn't disappoint. The email back and forth is a pain. Can take a week to get a simple issue fixed ,but they did help me beyond my expectations.

Poor customer service Bought the p2 6 months ago, everything was working fine until all of a sudden it crashed. Contacted support who have so far been no use and take forever to reply to emails leaving us very frustrated with a machine that’s no use. Customer service is atrocious

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.

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.