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X-Pole Customer Service …. which, apparently, is non-existent
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Hello,
If you have customer service inquiries, please call 888-976-5387 M-F 9:00am-5:00pm PT or email mailto:info@xpoleus.com at anytime. If you are having further difficulties, please provide your email or phone number so that we may get back to you promptly.
Lindsey
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Thank you, LIndsey! I tried calling several times before and left my number twice with no response, but will try again. And I'll also email! I haven't been able to use my x-pole for the past six weeks and I so miss it.
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Ha, the last time I tried to contact x pole about an issue (why their new brass pole didn’t have the same properities as proper brass, I asked them for proof that this is indeed 100% brass) I got threatened with a civil suit by the company. That was the last time I will ever deal with xpole, I tell my students the same.
I even still have the emails if anyone wants to read them -
You do realize that there is no such thing as 100% brass, do you not?
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I think she means it is solid brass, not brass plated.
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"Solid" brass poles are soft…they can shatter as mine did. There is nothing wrong with a brass plated pole…you aren't in contact with the core of the pole so it doesn't matter if it's brass all the way through and infact it may be stronger if it's not.
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My PS Brass just got a crack in the top….about 2" in lenght and through the whole metal, right to the core! I was having it powder coated and it happened during that process. But they are saying there was probably a hairline fracture in it already. What happened to yours?
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It was a stage pole. I had been using it (for the first time) at an expo and on the third day it shattered underneath the base of the stage.
Of course when I called the company to tell them what happened I was asked "well how much do you weigh?" LOL
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Oh man, that sucks! I am going to try to get mine fixed……not sure how. But going to try something. 🙁
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I remember there was a lot of confusion when the brass xpole first came out. Some people attributed the bizarre finish to that one email from an xpole tech that was circulated saying that the pole was "brass plated". I think the two issues got confused and some people, especially customers outside of the main xpole markets are still getting the old finish. I know the Canadian warehouse stocks kits in the new finish and extensions in the old finish.
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It ended up being a burnished finish, which compleatly invalidated the reasoning behind buying a brass pole in the first place.
xpole smartened up, but it was too late for those of us that had already been taken in by the horrible finish and the promise of nice grippie brass you find in other poles. No appoligies from xpole, no willingness to replace it for the proper polished finish.sorry chumps your outta luck
sucks to be you….
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Upandover check out my post about the X Pole brass. A classmate and I both complained about our brass X Poles as soon as we got them. It took a long time, but X Pole replaced the pole pieces for both of us.
If that's not an option you can polish the matte finish brass up – X Pole put a guide on their youtube channel. Because you are in Taipei it would probably be less expensive for you to polish it as opposed to having new pieces shipped, right?
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I too had a not so lovely customer service expierence with Xpole… I called to ask a few questions about one of the poles before I bought it and the woman I got on the other end seemed very short with me and much less than enthusiastic to answer any of my questions. I felt like I was being rushed with my inquiry. Not the warmest feelings from the people at Xpole. I really do like my pole but the customer service needs to improve a bit. I am gun shy to call back with any more questions I may have. :-< :-< .. (ps. I perfer phone convos and talking to a live person rather than waiting on an email that may not answer the questions to the extent I needed)
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I have always called and talked directly to Kimara. When the studio I was working at got XStages I think I talked to her at least twice a week for over a month and asked a MILLION questions. I cannot vouch for any other rep but her. I also always called her extension or sent her emails directly.
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Having only dealt with XPole US for the past few years I can say that Heydi, Kimara, Stephanie and CJ (when he use to work on the phones) have always been enthusiastic and helpful. My students who have had reason to deal with them also have never had a complaint about service.
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