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Xpole rotated joints!
So, i know everyone has been having problems with the new xpole and the rotated joints. When i first got my xpole it had the same problem and when i called xpole they were very nice and sent me a new joint and A pole and B pole immediately.
HOWEVER, i have bought more than one pole and the girls in my studio all bought the xpole. EVERYONE including my studio owner has had rotated joints! Last weekend we were all at my friends house practicing on hers and all of a sudden it just fell over! SO DANGEROUS! and when we looked the top xjoint literally fell through to the bottom. When we called xpole to ask about the dropped joint and how come everyone of our poles have rotated joints, the customer service was not the same.
IN FACT, the lady goes on to lecture us that our joints rotated bc we were not setting up the pole right and for her to get new pieces for her pole she would have to pay. They just kept telling us to bang it out with a broom handle. We've tried but it just doesn't budge. my question is WHY DO I HAVE TO DO THAT? SHOULDNT XPOLE BE MORE RESPONSIBLE FOR THEIR PRODUCT? has everyone i know and heard of on this site been installing their pole wrong? i think not. obviously the product is flawed. The lady on the phone goes on to continue reprimanding us saying that the pole needs to be taken up and down EVERYDAY. and we have to tighten the screws EVERYDAY. whats the point of having a portable pole if i cant take it up and down as i please? isn't xpole suppose to be an "industry porfessional best" pole??? I shouldn't have this problem paying the prices i did for these poles.
Sorry just ranted bc I was really unhappy with the way the customer service responded to our complaints. I shouldnt have to get a broom handle to bang out something. IT SHOULD WORK! or they need to fix it!! its obvious a problem in the design and they know that. but now that a majority of their poles have this problem, they dont wanna help fix it obviously bc of costs.
WHAT DO YOU GUYS THINK?
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37 Replies
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I believe it's a bit overstated to say that everyone is having problems with their poles and setting them up incorrectly. I own 7 XPert poles and I SELDOM have the joints rotate since I practiced and eventually learned how to install them so that it doesn't happen any longer.
I also check them regularly so that the times they do start to rotate, I fix them right away. Personally I don't like the suggestion to use a broom handle so we use a piece of conduit which works just fine for forcing the joint out.
The only way the joint will fall through to the bottom is it was put in extremely loose or wasn't monitored to see if it rotated and it continued to rotate until it moved down the pole.
All removable poles will fall if they aren't checked regularly for stability.
I'm not certain which is the bigger problem …the threaded joints which got locked and difficult to take the pole apart or the joints that rotate but it's a far cry better than what we have had to deal with from other companies.
I was just on the phone with Xpole customer service today and they were extremley helpful and professional.
The problem is that removable poles are going to have issues. They are obviously not very easy to desgin since no one has yet to come up with the "perfect" removable pole.
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Hi there, this might be a silly question, but does that mean that we are supposed to pull the x pole down regularly to make sure this doesn’t happen with the joints? I have only been poling for about 5 months so I just want to make sure I do the right thing with my pole 🙂
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Not a silly question but you should check the holes regularly to make certain you don't see the XJoint slipping so that the hole is now partially blocked. As soon as it starts to turn you take the pole down and get the joint out and reset it properly otherwise it continues to turn and possibly even move up or down.
You should also check the stability of a removable pole (jerk on it) after every four hours of dancing to make certain it's not coming loose – floor settle, ceilings shift, and poles get get loose.
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Thanks for the tips, I’ll go do that tomorrow! 🙂
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Hi there. I doubt that you and all your friends were doing it wrong. I recently had a problem and was told the same thing. However, after examining my brand new xpert, compared to the old one i had (top loading) there was a huge difference. Basically the pole is so much thinner, soon as u tighten the xjoint, the edges started to flare out. The xjoint doesnt fit in the little groove properly. The groove is not as deep, leaving tons of room for error. Believe me, i didnt over tighten it. I had the xpole technician come and do it since i was apparantly so dumb and couldnt do it right. The same thing happened. The new models are flawed, bottom line! I dont care which pole celebrity is endorsing xpole, the latest shipment should be recalled!!
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Liz…I have to ask…did anyone at Xpole actually call you "dumb" or did they offer to help you by sending a technician out to see what the problem was? I can attest that MANY people make errors when setting up their poles. I've had problems myself after all this time and am on the phone with customer service trying to figure out what is wrong. I sure wish I could have a technician available to trouble shoot every time I needed one!
Did they charge you to send this technician out? Didn't they refund your purchase as I recall from another thread?
This all sounds like reasonable and responsible customer service. I don't doubt any of the problems that you describe but I have to point out that we have received and sold 3 poles within the past two weeks and I see no difference in the quality of the newer poles and they go together just fine. (I actually assemble poles for my students when they purchase one)
It may be a bit of a presumption to state that XPole has actually changed the design and that an entire batch needs to be recalled.
XPole isn't perfect but I have to point out that they DO CARE and they work hard to make their customers happy and if there is a problem, I believe they will do what they need to to rectify it.
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Regarding the OLD xpoles taht were threaded: if you were to lube them with petroleum jelly or something, were they still hard to get apart?
I sorta think I'd be happier with a threaded pole, even if it never came apart. I wanted to get x poles for my classes, but maintaining the joints is too much of a hassel, so I am going with lilmynx.
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We used everything – people tried petroleum, silicone spray, axle grease, etc. Eventually they all give out and with the oils from your skin and dust/dirt "seeps" in between the cracks and mixes with these lubes and it gets thick and sticky resulting in the sections being stuck together.
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I have put up and taken down many xpoles b4, and so has my bf. When we called and told them what was happening, they kept saying it was user error and that i was doing it wrong. I told them i have experience putting them up and down. Nobody straight up called me an idiot, but by repeatedly telling me i was doing it wrong sure made me feel like one. They asked if i watched the installation video, and i told them yes, and that i also read the directions to which they replied "oh you cant go by the directions." They shouldnt be in the box then if they are wrong. If they have such great customer service, why are they setting us up with bad directions? Remove the incorrect directions from the box. That doesnt cost $$ to do.
I asked for the technician to come out, but that is not something they offer because "it is a liability" for them. And no, they didnt charge for him to come. He was only allowed to put up 1 or 2 poles, basically to "show us how to do it."
I dont think that Xpole actually purposely changed their design because xpole is just the distributor, but i do think their MANUFACTURER is being shady and making a cheaper product. Maybe the 3 poles you got are fine, and maybe i just had a bad batch, but bottom line, there should be a quality control check. They are made in china and you can get away with anything there. If the actual xpole technician put them up and didnt see a problem until i pointed it out, how is any woman that puts them up gonna know? The metal shouldnt be THAT THIN, that soon as u tighten the xjoint it flares out. Im pretty sure that their technician didnt "overtighten" or have "user error" while putting it up. The poles were just defective.
Maybe they need to come up with a whole new design that doesnt involve the xjoint since there are TONS of people that keep having issues with it.
The people at Xpole are generally really nice, and they do alot for the community by sponsoring women, and events. The thing is though, i could have gotten hurt, which means someone else could get hurt too. I dont want that to happen. Pole fitness is super serious. Everyone made a big stink when platinum stages had an issue with their "star stand alone" pole, yet when the xpoles continuously have problems with the joints for soooo many people, no one cares?? All i see is people defending xpole, instead of caring about one anothers safety.
@sensualscimitar- i have never tried a lil mynx pole, but i just got 6 platinum stage permanent poles for my studio, and so far so good. i even got 2 brass, and i love them! im very sweaty, so it helps that the pole is a lil stickier.
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Counter point:
My Xjoints have never rotated, I tightened according to the directions and checked each time I use the pole to see if they're rotating.
However, I cannot get the screw in the Xjoints to turn at all. I have not stripped the screw, I have the hex wrench fully seated, my boyfriend bends the handle on the wrench when he tries, the screws just will not turn. I'm assuming its because I didn't take it down often enough, I'm bad and only took it down about once a month.
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I learned on LM poles, so I am used to their slickness. Despite me being super sweaty, I am willing to get the LM poles for ease of puttnig htem up and taking them down. Their pro pole is a 2 piece, wehre the top tube has an extension with tabs that fits into the bottom pole (it just SLIDE IN, no joint crap.) I am just going to be wiping poles a lot, fanning my hands, and using grip aids.
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Me and my flatmate had the same problem BACE, we saw the joints slightly turning on one side so decided to take it down and redo it all, and the joint turned out to be COMPLETELY stuck (unable to loosen it)! I think the people at Xpole are lovely, they just exchanged it for another without batting a lid, it's the product thats annoying. Some poles are fine, my old one was fine until the joint got stuck, but my new pole always rotates to the extent that I've stopped trying to stop it. Every spin it rotates, and I know I can set them up because I set my old one up in the same way. Its ok if you're a professional poler or own your own studio, but I'm just a 20 year old student with no knowledge of how to set things up apart from what the instructions tell me to do, and if they're telling me wrong and I need some other knowlesge then, well, xpole shouldn't be allowed to sell to me or the general public…
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I have the instructions and they are what I used when I first got my XPert as there were no videos…there is nothing INCORRECT in the instructions. They do not however cover every complication that comes up in various settings.
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X-pole told me straight up not to read the directions….https://www.studioveena.com/img/smilies/icon_e_confused.gif
Im really not on here to debate left and right. I am sharing my experience with other people that are having the same or similar problems. It seems that many people have problems with the joints. If its that complicated or needs that much upkeep, xpole should consider redesigning it.
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I was with Liz for all these problems with the x-pole. This was not her first pole. For all of you ladies who are defending x-pole, I need to know do you all shill for everyone who puts out a terrible product?
Liz had an old top loading chrome pole, that thing was heavey as hell, and she never had an issue with the threading or anything.
She also owns a first edition TG 45, which she has never had a problem with putting up and down and up and down, as that is the pole she drug around studio hunting. Th x-joints havent ever slipped in that model as of this time. Why? That pole is made different then the latest run of x-poles. The machined out hallows that hold the x-joint in place are cut deeper, into a much thicker metal. The metal on the newer poles was cheap and thin, like a bargain store play set. They litterally feel like something you buy at spencers. The new, bigger poles weigh far less than the TG pole she got last year.
Her bf has been putting these poles up and down and up and down. No problem.
Then it comes to installing her new poles. He was putting one together, and I came there to help, Liz and I worked really hard to make sure we had everything done. All that was left to do was some trim touch up and to put up the poles. The first pole goes up, and immidiatly we notice all the issues with it.
At 12" or over this pole is not safe the way it is being made now. The entire pole BOWS OUT on simple fireman spins, which makes the xjoints slip out of where they belong, as the machined cuts to hold it are super shallow. then the joints slam back into the pole and flare out the ends on both the joints on the middle 1000 extention. Liz and I are both pretty small women, she is 5'4 and maybe 130, I am 5'2 and about 115, so for us to bend and break a brand new pole doing fireman spins is ridiculous.
We were baffled, we called x-pole, and whoever we spoke to that evening, about 15 minutes before closing time, was more interested in GOING HOME FOR THE WEEKEND then helping us. She pretty much blamed us, then told us to call back on monday, and hung up. We were not about to touch any of the other poles, so we lost the entire weekend to practice, work on lessons, and do photoshoots that we had booked for the new studio.
(remember this if for a studio, not for a home)
Monday morning we call and we get Heidi and she put us on speaker phone. She was extremely nasty to us, blaming us, being extremely snarky, saying over and over, "well your doing it wrong! did you read the instructions, and follow the video? Well the instructions are wrong dont follow them! "Both Liz and I were shocked at the treatment by this women, Liz then asked about having their tech come help, the first reply was "we don't do that" and Liz said back to her, well when I bought the poles from YOU (she got them from heidi at x-pole as she ordered them in the office, not online) and she was told, "we dont' do that" even though when she ordered she was told it wouldnt be a problem. Then heidi also said that Liz did not purchase the poles from her, and named another women in the office. I asked why we also had the wrong parts, as we needed a 200 mm x joint, as we had a diagram that showed the 250 MM extention at the top, which is how Heidi sold it to her. She actually sold her the poles missing the extra joint to bring the pole up to full ceiling height, as we also needed to pu the 125 MM at the top too, which she didnt add into the calculation for full height. (liz ordered these in the x pole office, not by phone or online, as we live in california, and she is so lucky we do!)
The bottom line is this product is not meant for studios. They claim these poles have a 250lb limit, yet a local studio doesnt let anyone over 160 on these poles. Why is this?
And if we were so wrong in installing it, then why was the GUY WHO WORKS FOR XPOLE not able install these poles without the ends flaring and the joint spinning? Not only that, even the good pole he installed fell over! He installed it, he said it was "beautiful" and then liz did a simple fireman spin and it FELL. It luckily only bounced of the wall, and her BF was there to catch it, before it hit her new mirrors, or me, who was only a few feet away.
You guys really need to think about this seriously, you are all so quick to defend x-pole, but would you also be so quick to defend the studio owners who's pole failed, and someone got seriously injured? No you would BLAME THEM. And thats the problem here. Studio owners should not be taking the fall for such a poorly made product. Poles should not be breaking or falling over. And if they are meant for home use only at only a certain height, then x-pole should not sell people on these extentions, and tell them that they are pefectly safe.
Last, if these poles are so great, why did x-pole have stainless steel, one piece poles made for USPDF? Why wasnt a regular x-pole used?
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