Bobbie Rumsey

Wrote a review for X-Tools down below this experience and then they responded with a glowing we will help you response and we will get this fixed. Do not let that response make you think they have helped me in anyway, because that is not what has happened.

PURCHASED THE M1 ULTRA A FEW MONTHS AGO PROBLEM AFTER PROBLEM.THEY FIVE YOU NO CUSTOMER SERVICE AT ALL. THEY JUST WANT YOUR MONEY AND THEN GO AWAY EVEN IF THEIR MACHINE DOES NOT WORK. THEY MAKE YOU CONTACT THEM THROUGH E-MAIL, WHICH TAKES 24 TO 48 HOURS TO RECEIVE A RESPONSE UNLESS IT IS A WEEKEND THEN IT IS LONGER. THEN THEY SAY WE WILL SEND YOU A NEW CIRCUIT BOARD, WHICH YOU MUST REPLACE YOURSELF AND IT TAKES TWO WEEKS TO RECEIVE. THEN YOU YOURSELF INSTALL THAT CIRCUIT BOARD, WHICH CAUSES MORE ISSUES MAKING THE MACHINE INOPERABLE. SO NOW YOU HAVE A REALLY EXPENSIVE PAPERWEIGHT THAT IS GARBAGE. SO YOU SEE THEIR GLOWING REVIEW THAT THEY RESPONDED WITH IS VERY INCORRECT. PROBLEM NOT SOLVED!!!!!!!!!!!!!MAYBE HERE IS A THOUGHT REFUND THE MONEY FOR THE M1 ULTRA MACHINE OR SEND ME ONE THAT ACTUALLY WORKS AND I WILL SEND THIS PIECE OF GARBAGE BACK TO YOUR COMPANY AND YOU CAN TRY AND FIX IT!!!!!!!!!!!!

I just purchased the M1 Ultra at first everything was going good. Then two weeks later the machine started to have issues and giving me an Error Code: U-Axis Driver exception, which made it impossible to use the machine in any way. I tried all the troubleshooting issues several times on my own and with customer service. Nothing worked to fix the problem I have tried to contact them on Chat, Phone and e-mail on several occasions and all their customer service team can do is have me send them videos of what the machine is doing and send in the work log, which is not working either, so their team can research the problem. I would think you would need the machine to research the issues that the M1 Ultra is having. Videos do not show every aspect of the problems a machine is having .Trying to send customer service these videos and items that they requested has not been an easy process either. They requested that we email the videos, which was impossible since they were so large, than they wanted access to my Google Drive, which I would not allow, then we had to publish them on YouTube and send customer service the "link" for their viewing pleasure. I have spent most of the last five days either on voice calls, phone chats or email correspondences trying to have my X tool M1 Ultra's problems fixed. Now, it is the weekend and customer service are telling me that they will not be able to get to the problem until Monday, then to give it 48 hours from Monday and they hopefully will have an answer? So here I sit with a really expensive machine that does not work and maybe by the end of next week they will have a solution......... I even asked them if I could send it to a service center or if they could send me a machine that works and I would send this one back to them. Oh no they said, it could be easy for you to fix the problem.......... I highly would do my research about how the companies customer service works to fix issues before buying any machine but do not purchase a product from X tools . NO CUSTOMER SERVICE OR EASY SOLUTION TO FIX THE PROBLEM.