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OMG NEED HELP! Brand New X-Pert NX Won’t Come Down
So I just received my brand new 45mm brass X-Pert NX on Monday and now I can’t get it down. I haven’t even used it yet…we were trying to lower it so we could reinforce the ceiling (it was bending while testing it on Monday night) and now it’s stuck. I undid the three adjuster screws and it was very difficult to turn. It made it down a little bit now it’s pretty much locked tight.
I saw a video for an older model where they removed all the adjuster screws and sprayed in some WD-40. We tried this last night but it didn’t help a whole lot… maybe we need to raise it up all the way again, spray the holes, and try again.
I REALLY need to get this pole down ASAP. I have no idea what to do, and I’m very upset that I haven’t even used the pole yet and it’s already all messed up. Please help me!
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10 Replies
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Hi Alyson! I just saw your email- please call us!! We will help you and confirm with you that you are indeed installing the pole correctly and securely.
Thanks so much!
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Problem was solved last night with the help of X-Pole and Home Depot! I figured I’d post the solution here since I panicked the other night and would have loved to find the solution online.
Apparently the threads in the adjuster (Main Pole A) were stripped. It was absolutely impossible to turn, even with two people. Luckily we had apparently gotten it far enough on Monday night to angle it enough to put it down on the floor… however, this didn’t solve the stuck adjuster issue.
X-Pole Tech Support told me to remove the adjuster screws completely and spray some WD40 inside, then I could twist up and down to rethread the adjuster.
Unfortunately this didn’t work so well at first. So I went to the plumbing section at Home Depot (a pole is essentially a pipe, right?), and explained my situation to the guy working in that department (he didn’t skip a beat and was impressively professional about it!). He suggested getting a better grip on the pole and applying heat. He said a hair dryer should be enough, although in an actual plumbing situation he would have used a torch (uhhh…HELLS NO. I would buy a new pole before I whip out the blow torch). He set me up with a thick strap wrench and a pair of PVC grip gloves and sent me on my way.
I still couldn’t do this myself, I had to wait for my boyfriend to come home from work. We started by spraying lots of WD40 into the holes where the adjuster screws used to be, then we turned the whole thing upside down for a few minutes to make sure all the threads were coated. Then we applied heat using a hair dryer, just enough to get it warm (but not hot) to the touch all the way up and down the main pole. Next, I ratcheted the strap wrench nice and tight around the bottom of the pole, underneath the adjuster (the section where you switch between static and spin mode). My boyfriend put on the grip gloves and stated turning. It was still extremely difficult to turn, but it got easier. We twisted the adjuster all the way up (fully extended), put in more WD40, then twisted it all the way down again. We repeated this a few times until it twisted with very little effort. Now I can adjust it myself, no special equipment or second person needed.
Anyway, I hope this helps someone some day. Luckily my threads weren’t too badly damaged, but it still seemed impossible at the time. I really didn’t believe this solution would work. Thanks, plumbing guy at Home Depot, haha! I think I’ll wait until Saturday to set that thing up again…we need some time apart so we can have a fresh start 😉
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I’m really glad you were able to solve the problem, Alyson! Do you have any idea what originally caused the problem? That’s something we’d all like to avoid, I think….
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I think we might have been stupid and tightened the adjuster screws on top of the threads. The new NX model has a line you have to be able to see through a little keyhole cut on the outer part of the main pole. By the time we figured that out, we had already twisted it down as far as we could so it’s hard to say for sure. If so, I must say the threads damaged very easily. I tightened the screws myself and I didn’t force them (probably couldn’t if I tried), plus I had never actually gotten on the pole because of an unrelated ceiling stability issue. Putting the hex screws in contact with the threads was pretty much enough to damage it. So be very careful!
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Thank you for explaining, Alyson. I’m a true beginner and have had my pole just a few weeks – I have had it up and down twice without trouble, but will be very careful to line things up properly each time. I do think that if a little contact with the screws causes that much damage there might be some room for improvement in the existing system. So far I love my pole, though!
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I wish they would make some sort of back up plan though. Like, if we hadn’t been able to force it, then what do you do? Is it stuck up there forever? I have a friend who couldn’t gets hers down and had to sell her house with the pole still attached. I have no suggestions on how to accomplish this whatsoever, but it’s not my job to figure it out 😉
Glad you’re liking yours so far! Hopefully I’ll share that sentiment very soon! And yes, be careful and don’t make the same mistakes I did.
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Hey All! Alyson, so glad you were about to speak with one of our technicians and got your pole down.
You can always get your pole down ladies- no need to worry about it being stuck permanently. In a worst case scenario, you would just take a hacksaw and cut it down. And that part can always be replaced.
Unfortunately ladies, you have to remember that you are dealing with metal. You must have a threaded rod in order to have an adjustable, removable pole. And these threads are steel, however they are the most delicate part of your pole.
Our Engineer is constantly working to improve the product.You must read the instructions or watch the installation videos to set up your pole properly. If you do tighten the screws on top of the threads, then yes there is a strong chance that you can damage those threads with the pressure of the screws!
This is why we really stress to do the initial set up of your pole with care- go slow, don’t rush, and pay close attention to the instructions. Its actually pretty simple! Just make sure everything is aligned before you tighten.
Thank you, and please please call us directly or email info@xpoleus.com if you ever have questions or need tech support- Studio Veena is not the best place if you need fast technical support for your X-Pole!
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@Alyson Thank you for posting your solution and Home depot/X-Pole tech support experience!! This is helpful for anyone who might encounter this issue! We’d like to send you a little something in the mail to say thanks for posting your solution so keep an eye out 😉
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Yay! Haha this situation definitely turned around quickly. Now I can be a happy Alyson again 🙂 Thank you X-Pole!
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