Xpert base shaky and won't come off :(

Emme started this discussion · 3/20/2013

So after setting up my pole exactly as the assembly video by Xpole on YouTube I had a few good sessions then today as I was using it (on spin) the pole shifted and I fell(my butt saved me). So naturally I take it down to troubleshoot. Immediately I noticed the base was shaky and loose. So as I tried to remove it (over and over again) nothing budged. It won't lock in place or pop off. The only thing I have found on xpole's troubleshooting videos is the likelihood that the base is damaged due to the spin/static screws not being tightened on the X marks but that's exactly what I made sure to do. Anyway---> I've seen other posts but I'm wondering if anyone has has the issue of it not coming off or staying firmly on? Most of the posts I saw are dealing with just stuck bases. Any luck on detaching it or has anyone dealt with Xpole regarding it? I'm calling them tomorrow but I'm ansy to find out for myself what other users have experienced.

18 replies

ashweewee · 3/21/2013
I have an x-pert pole andmy base moves around (like a bit of a wobble) when its tightened into place where the x marks are. Onces its up its steady, make sure u are using a level when u set ur pole up and make sure u have enogh tension when tightening it between the floor and ceiling. Also its good to check the screws where u adjust the height of the pole make sure they r aligned and tight. As far as the base getting stuck, mine does this sometimes i make sure the screws are lose then I have to pull it off really hard
ashweewee · 3/21/2013
I meant to add in there that the bit of movement in the base does not affect my pole once it is set up, but I think if its not level it could cause it to shift like u described
Dwiizie · 3/21/2013
My base has a natural amount of wobble in it as well, I think they are built that way. You aren't trying to take it off without taking the spin mode screws out are you? I've done that before, realized half way through that I had overlooked the fact that they need to be out to unlock the base from the pole lol. If not that, I'm sure X pole will be able to give some advice :) Good luck!
chemgoddess1 · 3/21/2013
Yes, it is made with a small amount of wobble to account for uneven floors.
Emme · 3/22/2013
Thank you for all the advice! I called xpole and got some info and after hitting the base with a rubber hammer(as I was told to) it did come off. Unfortunately when I put everything together again it seems as if the base is still a problem. Everything was put together again as the assembly video shows and once I put it on spin it seems as if there was still a bump to get over and the pole seemed to be bent (I'm thinking the shaky base is at fault because its nearly impossible to bend the pole), thinking I over tightened I loosened it up a bit, only to have the same problem. Super bummed but hoping I can get a replacement base like the rep said but I'm really dreading missing pole time lol.
Dancing Paws · 3/22/2013
The way I got my stuck base off is I stood on the base and pulled the pole upward. Make sure the screws on the base are loosened.
Dwiizie · 3/22/2013
This happened with my x pole, turns out the dome was warped, and that was making the problem appear to be on the base. X pole figured it out when I sent them photos of everything. They had video of the pole rolling to prove it wasn't bowed, they could tell it hadn't been overtightened from the pictures somehow. When the pole was upright and BARELY tensioned, the wobble wasn't there, but when put under proper tension (putting the warped dome to the ceiling) the dome was causing the whole pole to wobble, and where the base is supposed to wobble a little to absorb natural variances from being not 100 percent perfectly level, etc, it wasn't able to absorb the problem. I couldn't even really see the dome warp until X Pole showed me in the photos where my level was across the part of the dome that touches the ceiling, it was more of a gap under one side of the level than the other. In hindsight, when tightening the pole, the first few turns where the dome isn't securely on the ceiling yet, the dome wasn't making solid contact all the way around. Replacing the dome fixed the problem. Not saying this is your problem, but it was mine, and I always thought it was at the base. X Pole identified and fixed the problem after I sent them videos and photos of everything top to bottom, closeups, levels, etc. They were really REALLY great, I would have NEVER thought it was at the top had they not identified that.
Emme · 3/22/2013
Yes I had the spin screws off and tried everything short of banging the pole and base on the ground lol Hopefully I can get it fixed. The dome looks ok but it may be the issue- as for now I feel that the base is what's causing the issue because when the dome is barely about to touch the ceiling the pole shifts- even connecting the A pole to the base is a huge effort because it leans (in a very noticeable way) and I don't remember it doing that before. I'm calling as soon as I get out of school today and fingers crossed that I can get this fixed. Until then I'm stuck with stretches lol
Desirae · 3/22/2013
When you all use the level, do you swing it around all sides of the pole? do you bring the level up and down?
Dwiizie · 3/22/2013
I check for vertical level at two points laterally perpendicular to each other. Or, once from any side, and once again in the exact same fashion, 1/4 of a way around the pole from the first. That way its level side to side AND back and forth. It can show level side to side and be at a slight angle back to forth if that makes sense. Usually once it is level, I check it again at a random 3rd point somewhere else on the pole. If they all come out as level, I'm there.
X Pole Tech · 3/22/2013
Sorry to hear you are having trouble with your base. Photos are a thousand words so please send some 'good' photos of your base to mailto:[email protected]. The basse are 'articulating', they move from horizontal in all directions and are designed that way, However, they have a stop/lock angle after which they cannot move any more. Once the pole is tightened this does not affect it it in anyway. There can be a little rotation movement, if the pole is locked, it can move fractionally when twisted from side to side, but again this should be negligable and will not affect its use. It does sound like the pole static and spinning screws have scored the base shaft. This means the scored section will not allow the shaft to pass through the bearings. If this is the case filing down the scores on the shaft with a fine file will allow the shaft to once again pass smoothly through the bearings. Please send photos of the base including the shaft and we can evaluate the problem. Kind Regards X-Pole Tech Team
Desirae · 3/22/2013
Thank you D luxx
Emme · 3/22/2013
Thanks for the replies! I use the level and rotate it around when I'm setting up and once I elevate it (lock it) to my ceiling height. When it's on static it feels ok but I can't use it because the pole jiggles a bit as if the spin/static screws are not on or fully turned (which they are) the screws also seem to turn the pole as I try to get them on the X marks.
Emme · 3/22/2013
Is there a different email to send the pictures to? My email says the server rejected it
X Pole Tech · 3/22/2013
Really sorry made a 'typo' and fogot the dash ( - ). It's been a long day here at a Fitnees convention. Please email to mailto:[email protected]. Your email and photos should reach us then. Aplogies again X-Pole Tech Team
X Pole Tech · 3/22/2013
On reading your latest post regarding the screws turning the pole we would like to advise as follows. The 2x Static and spinning hex screws tighten down onto a flat section on the base shaft. When the screws are aligned with the X's the screws are at 90° to the flat. If the screws at not aligned with the X's they are at an angle with teh flat sections an so when you tighen the screws they move the pole and are at an angle to the flat section, not at 90°. The way to tighten the sataic and spinning screws is as follows. Align one of the Hex screws with a X on teh base and tighten that screw unitl it is just tight. Now holding the pole tube in one hand and the Hex key (inserted in the hex screw) in the other, gently rotate/rock the pole back and forth (only a small movement is necessary) and whilst doin this fully tighten the screw. This rocking action seats the screw at 90° and allows it to fully engage/tighten against the flat section on the shaft. Now tighen the other screw tight and it will not rock/move any more. Hope this helps and we await the photos. Regards X-Pole Tech Team
Emme · 3/22/2013
Thanks! Actually I needed the US address :( I called customer support and they gave me one. I tried it again per your directions and its still shaky and moves back and forth ;( thanks for being so helpful!
X Pole Tech · 3/22/2013
The only other thing we can think of is that the bottom insert has somehow come lose. It should be glued in place. The bottom insert is the part with the bearings that the base shaft goes into. You will see a split line just above the 2x static and spinning Hex Screw holes. Try holding the pole and turning the insert anticlockwise - if it moves that will be the problem. If that is the case you will need to find a strong man and undo it, add itme super clue to the insert threads and screw it back on tightly. Again hope this helps/sorts ti for you. Please send us the base photos as requested so we can trouble shoot the problem for you. Thanks and Best Regards X-Pole Tech Team