-
x pole – no replies? Getting really frustrated
-
26 Replies
-
Ooops, forgot to do the body text. I have had loads of problems with X pole UK.
They asked for my postal address in an email to 'move forward with the matter' but then haven't got back to me when I asked how they were moving forward. I've emailled several times since but nothing!
This is the THIRD time they've just stopped replying and I understand they are busy but I don't expect to wait over a week for a brief email reply.
I'm just so disappointed with them. I don't know what to do. Please help. =(
-
I had a problem with my pole when I first got it and they took about 6 weeks to reply to my e-mail. I think they are just really slow, they did sort it in the end. But it is frustrating when everyone raves about the fantastic service from x pole in the US.
-
Perhaps I should be more patient, however, I waited already 4 months with no reply, so I don't have high hopes for hearing back any time soon. I don't want to be rude to x-pole as a company they offer a quality product and I'm sure they have an awful lot of work on.
I just don't have time to be faffing with broom handles every time I need to move my Xpert and because I'm moving house I don't want them to ship the pieces here after I have moved 5 hours drive away!
-
X Pole UK are freakin' AWFUL for getting back to people. I'd be very reluctant to buy from them again given their customer care. I emailed them about 8 months back and am still awaiting a reply… don't hold your breath!
-
I'm actually considering buying an 'elite pole pro' instead I've seen good reviews on another forum and their customer service is apparently top class. The only problem is, as of yet, there are fewer options, they only come in chrome, 47mm and extensions are not available on the website, you have to contact directly to get them.
Certainely, at the moment I can't say I would reccomend, based on my customer care experience with x pole so far.
-
Can you call them? I think that XPole UK is on this forum, also, or you may want to try to email the US office and tell them of your issues.
-
from your one post it sounds like your xjoints are getting jammed arent they? I had both joints on mine jammed. It wasnt bad for actual poling but taking down was a PITA. Xpole reccomends that you equally tighten the joints and check everytime to see if the joints are in line.
-
Thanks chem and lulu,
Yeah they are but the problem is not that they are getting jammed – it's that there is damage to the joint and inside of the tube meaning that no matter how tight and evently tightened they are they will twist round when in use.
I'm not so bothered about spending a little money on replacing the parts so make my life easier, I would just like it to be sorted out. It may turn out that it is cheaper and easier just to buy a new pole.
Polecat
-
If you just want to replace the parts that don't work and would spend the money on them maybe you could just contact another x-pole seller in the UK?
I can think of: http://www.verticalfitness.co.uk/index.htm
That's where I bought my pole.
-
I also had a huge problem with x-pole. I needed a part for my pole so I emailed and phoned them about 10 time over the period of three months and never heard anything back. (that was about 6 months ago). So finally I gave up and bought a brass platinum stage multi piece https://www.studioveena.com/img/smilies/icon_e_smile.gif they have been awesome to deal with and my new pole should be here soon. so really my advice would be find another x-pole seller or go with platinum stages https://www.studioveena.com/img/smilies/icon_e_smile.gif
-
that is a shame you guys have had problems with x-pole as they're customer care was spot on when I had issues with the DVD that comes with the x-pole https://www.studioveena.com/img/smilies/icon_e_sad.gif
Have you tried ringing them directly? It's no use waiting for a company to reply if they havent got back to you within 2 weeks because if they haven't replied by then… chances are they wont at all, as the email will be lost amongst old emails, replaced by new ones and never read again.
I would contact them until you get an answer, even if you have to email every other day! Seriously it does work, you should also tell them that you're having issues with getting a reply. I had the same problem with a totally unrelated company, faulty product, no reply to emails, could never get through on the phone so I sent them the emails again and again until they have to top ignoring me. I mentioned that their customer care had been appalling, told them how many times I tried to contact them and that I would appreciate a reply… they got back to me (surprise surprise!) sometimes it just takes a few words so they know you mean business https://www.studioveena.com/img/smilies/icon_cheers.gif
-
Ok so after kicking up a constant stink I have got a reply – I asked if I was about to purchase/replace a b pole a 200mm x joint, a 250mm extension. Unfortunately they are now sending:
1x A pole
2x B poles
2x 200mm xjoint
What am I going to do with those? 0_0
Think I will just buy the other replacements as the B pole was the only bit I needed that I can't buy on the website.
Madness.
-
Sorry for the double post – just thought – need to find somewhere with SUPER HIGH ceilings now! https://www.studioveena.com/img/smilies/icon_e_biggrin.gif
-
Hi ladies sorry I have just picked this up I am really sorry to hear you have been having issues with your xpoles and with our customer care this is not something that is common so I can only but apologize if you have any issues with contacting us please feel free to contact me directly on my mobile 07790569371 and we will be happy to help if you have emailed us please could you resend me the issues and I will be happy to deal with them with the team at xpole the email is Stacey@verticalleisure.com
Again please let us know any issues and we will do our best to deal with them straight away
Thanks Stacey -
Hi ladies sorry I have just picked this up I am really sorry to hear you have been having issues with your xpoles and with our customer care this is not something that is common so I can only but apologize if you have any issues with contacting us please feel free to contact me directly on my mobile 07790569371 and we will be happy to help if you have emailed us please could you resend me the issues and I will be happy to deal with them with the team at xpole the email is Stacey@verticalleisure.com
Again please let us know any issues and we will do our best to deal with them straight away
Thanks Stacey -
Hiya Stacey,
I don't know if its common or not common, but I've also had loads of problems with the pole! I also found the best way forward was a phone call (after having taken pictures of the pole and sent in an e-mail). Once that was done, I found that things get in the mail a lot faster. And although slow, the staff are always friendly. 🙂
I also hate the new x-joint and wonder why you switched to it? I've never heard of any issues with the screw in ones! (Old x-poles)
I actually need to take my pole down to change over the top plate (you've recently sent me a new one as the pins were broken….). I think my extension though might be a bit wonky. I figured I'd just buy a new piece as it'll be faster. Plus, I fear that you guys over at x-pole think I'm making stuff up seeing as I've had to pretty much have every piece of my pole replaced 🙁
I'm just scared of taking it down because if the new top plate doesn't fit in the extension because the extension (inside) got worn out then I won't be able to put it back up and there again my pole is on the floor. Since I bought it in Nov it's spent more time down then up! (Although the first 6 weeks were my fault because I could not for the life of me find a joist.)
So ladies with pole problems: take pictures and attach in e-mails. Call and call and call… tell them that you've e-mailed. Also save all the e-mails you've had (and write a log of who you've spoken with on the phone and on what date!). Things will go faster when you can name names because then you can speak to the same person instead of a different one each time.
Don't forget that poles are ridiculously expensive (why don't we just buy a piece of scaffolding… haahaha!), so don't give up!
xxxxx happy poling!
PS. Stacey, thank you for all your hard work and dealing with us unhappy poless polers.
-
PPS. For jamming x-joints: I really wish they put on their instructions that you should check the tightness before every use (not just the bottom). I read those instructions like 4 times… and watched the youtube video. No where did it mention this. And honestly, if x-joints are so great, surely they shouldn't jam! GRRRR!
-
Thank you stacey,
I will certainly call you directly for sure when I have time. I have a lot of work on at the moment so it may be difficult to do this if it will take a long time. It's lovely of you to provide a direct contact.
I hope everyone can get their issues resolved.
Polecat
-
Well I am in the office tommorrow so will see what we can do to resolve the issues quickly and easily for you the team at the Uk office are manic but will always make time to help and if we miss you then shout at us me lol were only human after all 😉
Give me a call when ever or remember I am on tour with Karol helms next week so if you are near any of the venues pop in and see me we start in Manchester next Friday
Again ladies anything we can do to help -
Dear X Pole
I dont think you should be posting personal details like her name on a public forum. If it was me I would not be impressed!
-
I'm sure as a business it would break the data protection act. I'd be really annoyed.
-
Yes, I am quite annoyed.
I think it will be best if I call Stacey.
The email I actually recieved said:
Good news we have finally received the delivery of our spare parts.
So by next Wednesday you will receive the following.
1 x ‘A’ Pole
2 x ‘B’ Pole
2 x 200mm X-joints.
These are all the main pole parts that come supplied with the kit.
I hope this will now solve all your problems.
If you require any help in the future please feel free to ask.
Hence my confusion?
-
Just got off the phone with Stacey and she is lovely – sorted out all the issues I had and put up with my pre-exam jellybrain. I wish I could be doing the Karol Helms workshops too!
I very much reccommend speaking with her if you are having trouble as I think there was a serious mix up in communication. Hopefully I won't have to annoy x-pole any longer! https://www.studioveena.com/img/smilies/icon_e_smile.gif
-
Yes x-pole a great when you talk with them…. 🙂
-
Oh I had caled a few times months ago but gave up on that because everytime I was told to email. Glad its all sorted though!
Log in to reply.
