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Problems with X-Pert
I am having some issues with this X-Pert. Before I call customer service, I figured I would post it up here (as I already called them thinking I was missing pieces https://www.studioveena.com/img/smilies/icon_redface.gif turns out that the way they ship, some of the pieces are already together, therefore, they are all there, just hiding inside each other).
My first issue is that I can hear something pinging around inside the dome ceiling mount – something tiny, maybe a ball bearing? I’m guessing this not normal? I heard it when I unpacked it, but choose to ignore it because I was just so darn excited to put the thing up.
Another thing I am concerned with is that the pole has a very small "wiggle" – you can move it, just a bit in either direction (left or right). So, it is stable – solidly mounted between the floor and ceiling – but the entire pole itself has just a very teeny bit of give – a minuscule shimmy I guess https://www.studioveena.com/img/smilies/icon_scratch.gif Wasn’t sure if that was acceptable or if it should be solid like a statute with no give at all.
And lastly, – I have only set up and taken down three times and I am noticing denting in the dome ceiling mount. I know that I haven’t dinged it on anything, so why are dents appearing? https://www.studioveena.com/img/smilies/icon_e_surprised.gif
One last thing I was wondering – on the larger hex key tool – there is that rounded looking tool end thing – but I don’t see anywhere in the directions where that is used on the pole – what the heck is that part of the hex tool for? Or did I completely miss a step where that end is used?
Oh, just thought of another last thing – I was checking out inside the pole and noticed some brown, rust colored type stuff. It isn’t excessive, but there are a few area inside that have it. Is that okay?
I have been thinking of a great name for my pole, but at this point, I can only think of one, and it isn’t nice. https://www.studioveena.com/img/smilies/icon_twisted.gif
EDITED: I finally was able to remove the adjuster sleeve!!! A few gentle persuasions with a rubber mallet did the trick in loosing the grip https://www.studioveena.com/img/smilies/icon_e_biggrin.gif Even with this new revelation, the other issues are still presenting the same.
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44 Replies
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Momma…I think if you look there are detailed directions about the xpert somewhere on the forum. I remember others having issues. Let me see if I can locate that and post it for you…..
try this one:
Problems with Xpert
Unfortunately the only real expert on the xpert that I know is in Jamaica right now.
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I actually posted this response on a different forum, but wanted to post it here as well in case anyone came through having similar issues:
Contacted X-Pole today and they would like me to send photos and videos to show what I am talking about. Here is what I learned just in case anyone else comes across any similar problems:
1. Dome Noise – probably just metal shavings from fabrication. I told her mine seemed a bit too loud and heavy to just be shavings, so that will be a part of my video submission – the unknown pinging mystery noise inside the dome. On a sidenote – they have a PDF file that will tell you how to take out the bearing assembly if you ever need to . . . not sure why you would . . . but they have a PDF file just in case https://www.studioveena.com/img/smilies/icon_e_biggrin.gif
2. "Wiggle" When In Stationary – this is not supposed to happen from what I gather, so a video of this will be going along as well. She also told me to check and be sure the micro base was made the right way – with the flat sides aligning with the X’s. Someone had the problem on a defective micro base and that caused the issue with the shimmy when in stationary mode. Took everything apart and checked out the micro base – all is well – flats are aligned with x’s just fine.
3. Dome Dents – not normal, trying to take photos, but it is hard to get them to show up https://www.studioveena.com/img/smilies/icon_evil.gif An additional bit of info – last night my ceiling suffered a nice little caved-in indent from the outer ring of the dome mount – so I now have a permanent half moon shape carved into my ceiling. https://www.studioveena.com/img/smilies/icon_rolleyes.gif
I was afraid I was over-tightening, but from what I gather, you will know if you are over-tightening, as it will be very difficult to turn. My experience is that it doesn’t take much effort to tighten and never really gets "hard to turn", so I just stop when I hear the ceiling creak or when it seems good and snug. Used a level, ceiling seems to be okay – nice and level. The mystery continues . . . now if I could only catch this on film!
4. Round Part of Hex Key – The rounded star-like part on the longer hex tool is for use in the middle part of the X-joint (between the two hexes). I don’t quite know what it does to the joint or why you would use it, but that’s where it goes in case you were wondering too https://www.studioveena.com/img/smilies/icon_lol.gif
5. Rust – The rust is apparently no big concern. She says that the poles take a 6 day boat ride to get here so that may be why. As long as the rust is not out the outside, it is fine. Hmmm, not sure if I really like this answer, as rust inside moving pieces is a little sketchy to me https://www.studioveena.com/img/smilies/icon_e_confused.gif
6. Clicky Noise on Spinny Mode – She said that this could be a result of over-tightening the pole and something to do with squishing the bearings? Video to go along with this one too. Also, my little man is perfectly fine swinging in whatever oddly shape form he finds fitting – that is what they are made for https://www.studioveena.com/img/smilies/icon_e_wink.gif
Off to do homework with the kids and then put them to work helping me make my videos for X-Pole . . . .
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Ug…..sorry you are having so many issues.
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(((Hanging my head in sadness))) sniff, sniff, maybe I just wasn’t meant to be a pole dancer https://www.studioveena.com/img/smilies/icon_cry.gif
or, maybe this just means I am meant to be a pole dancer AND a pole fixer upper https://www.studioveena.com/img/smilies/icon_e_biggrin.gif
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Just wanted to update this.
I now have a nice little crescent shaped indent in my ceiling from the outer edge of the dome pushing up through the ceiling. https://www.studioveena.com/img/smilies/icon_evil.gif
I put the pole up again to take some videos and photos and have now found that my pole is bent! It has a slight bow right where A & B meet. It also has developed the ability to "wind" and "unwind" itself on spinny mode. Meaning. you can rotate the pole and then let it go and it spins on its own – like it has been wound up. https://www.studioveena.com/img/smilies/icon_scratch.gif
XPole is sending a new dome – thinking that there may be an issue with the dome that is causing a trickle down effect and creating all the other problems as well.
Patiently waiting – well not patiently, but waiting.
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I’m glad they are sending you a replacement part – it does sound like something in the setup is a dud.
I have an Xpert and found that it moved in the middle and seemed to have some spin to it, even when on static, but it turned out I hadn’t tightened it fully. I’m sure you’ve tried this, but the xjoints have to be tightened evenly – if one part is turned, the other should be turned, too. Other than that, it’s been fine – though after a month or so, I had to take it apart and set it up again – the Xjoint had gotten out of alignment somehow and it couldn’t tighten properly without reassembly. Since then, I’ve learned they need to be reassembled from time to time normally, and I haven’t had any problems since.
Hope your new part fixes your problems – it’s a great pole, when it’s working right!
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I am worried that this is part user error and that I am over tightening the pole.
Is it pretty obvious to tell if you are over tightening?
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In my case it is, because the ceiling starts making cracking sounds. LOL (Luckily, it does this a second before it actually starts to split!)
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I posted the videos of the problems I am having (and sent to X-Pole) to my user account – if you are able to take a minute or two to look them over and let me know your opinion, I would really appreciate it https://www.studioveena.com/img/smilies/icon_e_wink.gif
I received the new dome from X-Pole yesterday, but I am still having all the same issues https://www.studioveena.com/img/smilies/icon_e_sad.gif
I feel like I am making a big deal out of this, as my conversation with X-Pole went along the lines of – Can you still use it? I said Yes. Well, then I don’t really see a problem. https://www.studioveena.com/img/smilies/icon_e_surprised.gif
Okay, yes it is functional, but my concerns are about whether or not it is going to functional for the long-haul. And aside from functionality – is it going to be safe?!
The latest recommendation is to use the X Joint that came with the longer ceiling extension in place of the current X-Joint that is between A & B and see if that fixes the problem.
What would your position be if you were in my shoes? Am I being overly paranoid and unreasonable?
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Okay, awhile back I switched out the X-Joint between Pole A & Pole B with the X-Joint that is meant to be used with the longer extension. That fixed my issues of a bent pole, as well as the winding/unwinding thing. So, it appeared to have resolved the issues I was having. I guess there was an issue with the X-Joints – if those circular things that stick out just a bit aren’t sticking out a bit or are flush with the joint, that is a defective joint – my old joint had one circular thing that was flush with the joint.
Fast forward to yesterday. I left the pole up because I ran out of time to take it down and had to pick the kids up from school. So, when we got home, of course they wanted to play on it. And of course, in spin mode. I set it up for spin and gave each of the kids 10 min. a piece. While my 6 year old was whipping around at lightening speed the pole comes to a DEAD STOP and just flings him off!!!!! https://www.studioveena.com/img/smilies/icon_e_surprised.gif https://www.studioveena.com/img/smilies/icon_eek.gif I was SO heated (even though my little man thought it was funny) and called X-Pole and told them I don’t want this pole, I just want my money back!
After cooling off a bit and speaking with Heydi and Kimora, X-Pole is sending me a new micro-base and bottom part (that last 5 inch or so section of pole with the adjuster sleeve). So, at this point I will have replaced just about every piece of the pole that moves.
I’m still kinda bothered that X-Pole can’t seem to tell me specifically why the heck this would happen and what caused it, but it is probably hard to figure out specifics over the phone and without actually having the pole in hand. Additionally, there are so many pieces that rely on other pieces and if something is just a millimeter off, it can throw off the whole pole. Sensitive little gals these poles are https://www.studioveena.com/img/smilies/icon_e_smile.gif
In any case, they have been great about troubleshooting all of my issues and sending out new pieces and parts. Hopefully this will finally solve the myriad of issues that have come about with my pole.
I just wanted to keep this updated in case anyone else with problems comes across this post.
Over the course of my trouble shooting, X-Pole had me check for some of the known defects they have found. Here is a little "summary" of some of the defects that have come up with the new X-Pert:
1. Microbase – flat faces (where the screws hold it in stationary) are not aligned with the X’s etched on the plate.
2. X-Joint – Circular things that are supposed to stick out a bit are either flush with joint or in-set in the joint.
3. Issue with Bottom Thing – This is a tough one to explain, but there is that small section of the pole (maybe a two inch section) where the two screws are that hold the pole in stationary – directly above that, there will be a "seam" the whole way around. If it is not just a seam and actually a complete break away from the rest of the pole this is a defect.
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I bought my xpole exper 3 months ago , and have found it extreamly difficult even fron the start to increase the hight ,or retract it. Now the pole has spent the last 2 weeks in pieces on the floor in my lounge as its impossible to turn either way when assembling. I have contacted xpole and had no joy. Sent a picture of the pole over a week ago with no responce to my email. I called on monday 9th spoke to someone whos name i won’t mention. I was told they were having a meeting to discuss , how things were going to be delt with regarding the pole , and then they would email me when they knew , it’s now friday and still havnt heard off them. Really not happy with the service £215 is a lot of money to spend on a pole that is just lying on the floor in my lounge .Maybe someone could give me some advice on here of what to do .
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hi i just recieved my xpert in the mail, and was also concerned about my micro base, but not sure if its a huge deal or not, but want to know before i set it up. is the micro base suppose to have a little wiggle? or is it suppose to be completely solid thanks 🙂
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My micro base wiggles when the pole is not set up, but it doesn't affect the pole at all once it is standing with proper tension.
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If you are having ANY problems with your xpole and you are not happy with it, like any consumer purchasing anything you have 28 days to return it and request your money back.
If I ws having these problems I would be sending mine back and telling them that it is up to xpole to prove the pole is not faulty not you to prove it is…it is within your consumer rights to return the item if it is not fit for the purpose.
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Shona, unfortunately the US does not work like the UK. Our consumer laws are not by country but rather by state, so each state can set their own time frame.
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If you are persistent and don't back down about an exchange or refund, you may get your way. If not, file a complaint with the BBB. That tends to get companies to rectify the situation if they won't do it any other way. Obviously it should be a last resort. I agree with Shona in that it is up to the company to provide a functional product. If there is a flaw, it needs to be fixed or you should get your money back no matter what the time frame is. Most issues don't crop up until after the initial warranty window. I really like that lilmynx and PS have a 1 year warranty (versus x poles 3 month warranty.) Pole Danzer has a lifetime warranty on manufacturing defects (gotta respect them for that!)
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I didn’t know that Chem! Can’t help thinking that’s a poor do for you guys in USA, perhaps being in the UK is why my experience with xpole customer service was a lot better than most peoples on here?!
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XPole has been great to me and many others. They are very responsive as long as they are notified. So many people will post here when they have a problem when the first thing they should be doing is calling XPole. That is what their customer service is there for.
Sensual, I am almost positive XPole's warranty is 6 months, not 3.
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Another thing to remember is that this thread is 2 years old. There was a rash of issues when the new XJoint came out…this is quite common when there is a drastic design change to a product. This is true for almost every manufactured product….look at the issues with the new ipads!
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My bad. It is 6 months. Sorry bout that!
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I got my Xpert approximately 3 months ago, and I am having similar problems to the ones discussed in this post. All of a sudden, it is extremely hard to tighten or loosen the pole…actually it won't even turn to tighten. My pole wiggles when in static mode also. I am so upset because I am auditioning for the Midwest Pole Competition, and the video is due on June 1st! So of course my pole would malfunction now….
Anyway, I called XPole customer service for the issue about not being able to twist the pole to tighten/loosen it. They told me to buy Silicon-based lubricant to put on the exposed threads and WD-40 to put in the X-joints on the bottom. I did that and it did not fix the problem. I'm wondering if I should just return it and ask for my money back since I've had it less than 6 months and get a pole with a lifetime warranty on defects.
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The wiggling in static mode I always found to be caused by the 2 screws lossening UNDER the adjuster cover (not the base of the pole.)
Did you take the adjuster rod out of the A pole completely when you tried lube it? It might help if you do that, so you can really lube that whole area good.
Yes I noticed that second section sounds really dirty…
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my adjuster cover wont undo i have tried and my husband has tried but we just Cant get it undone. Any ideas?
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so i jus sold my sports pole thinking about getting this one and now im reading al of this eh now i dont know what to do where did u all order from?…discouraging face 🙁
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with a bit of brute force my husband managed to undo the adjuster cover yay! Dont be put off by this thread i love my x-pert and that was the only minor problem i have had with it 🙂
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