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X-pole – poor customer service? Whats going on??
So I'm having problems with X-pole (UK) customer service, I had a problem with a twisted joint and I called to ask about replacing the b pole and a joint. They asked for photos and I sent them in but never heard back.
I called again on several occasions and they checked for my email, found it and said they'd get back but every time they didn't! I've heard so many good things about their customer service as well! It's been ages now and the damaged parts are worse, my pole sticks with every extension now. I'm quite annoyed because the damage could have been contained. At least the other one comes apart.
So, I emailed today one last time to see if I could get a response at all, I just don't know what to do, should I get angry on the phone? I've tried being polite and I've got nothing back for it?
Any advice would be helpful.
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4 Replies
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That is so weird that they would do that. I am not from the UK though. I had the same problem with the joint pin going in and the b pole twisting, so I asked for a new joint and b pole. They sent me new ones for free asap. I would bring up your concern about no-one responding to your inquiries. Mention that several other people have had the same problem with their poles in the U.S. and they got replacements.
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Oh, and if they do eventually send you new pole pieces, make sure you really extend the xjoint a little bit on each side, and repeat until it is tight. I guess if the joint isn't expanded evenly it can cause issues. Also, everytime I use my pole, I take the hex key and "tighten" all the screws (just in case.) That's what the U.S. customer servce told me to do.
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Hi There. I work for the UK X-Pole team. Please could you let me have your email address or contact number so we can search the details of your enquiry. As soon as we have this information we can deal with the issue in question. Best Regards X-Pole Team.
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Hi,
I have a reply now and I'm forwarding the emails I have from before – thank you though.
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