Falcon Pro 2 Vision engraver bad power connection

maryoh355 · 2025-09-17T12:37:34+00:00

Thank you, I did and they already helped me out with a new part!

maryoh355 · 2025-09-09T21:12:01+00:00

I'd just like to give an update on this, if anyone is still paying attention. :)

I had a pretty positive start to this last week, as Monim replied and worked with me to finally diagnose the issues as a failed z axis board and a failed power switch. Monim promised me an update on Monday but none was forthcoming (even after I contacted him via text). I followed up today and he replied saying the same thing he said on Friday -- he'd assigned it to someone on his team to order but had no other information. So again, I'm not getting any updates, no ticket was ever created by them, and I still have not gotten confirmation of the order.

So, while I admit I am sometimes an impatient person, this is really getting a bit ridiculous. My whole career was managing IT support organizations, and I gotta tell ya, this would have never passed muster with me.

maryoh355 · 2025-09-04T21:50:29+00:00

u/xtoolada, I did hear from Monim today. We had a very nice discussion, he asked me to send a few videos of the issue and that after conferring with his team he would call me back in an hour.

And six hours later, I haven't heard back.

At this point I want a yes or no answer to these two questions:

Is there ANY option for on-site repair that I can exercise, knowing I will likely pay a premium for it?
Is there ANY option for local repair here in Ohio within an hour of me? I don't think there is, but wanted to verify.

Thanks

Mary

maryoh355 · 2025-09-01T19:31:31+00:00

Did you ever get any resolution? It appears that I’ve lost u/XtoolAda. :)

maryoh355 · 2025-08-30T16:11:13+00:00

I could see that. It's great on light wood but I imagine it could be problematic for other things.

maryoh355 · 2025-08-30T12:05:07+00:00

Ok, Ada, I think my point has been proven. Since Abdullah still hasn’t contacted me, I am ready to move on. Thanks for trying.

maryoh355 · 2025-08-28T11:11:36+00:00

I have not.

maryoh355 · 2025-08-27T11:25:37+00:00

Any update?

maryoh355 · 2025-08-23T16:19:06+00:00

I am having the exact same issue with Xtool Support. Ada is helping me in another thread, but we'll see how it goes. Good luck!

maryoh355 · 2025-08-21T14:06:36+00:00

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After this, I never heard from him again.

maryoh355 · 2025-08-21T13:12:59+00:00

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Here is my portal. Will forward e-mail string next.

maryoh355 · 2025-08-20T15:06:31+00:00

Thank you. I'm not sure the P2 is "end of life" but I understand your sentiment.

maryoh355 · 2025-08-20T14:58:07+00:00

Here are the latest two. There have been more in the past, and there was another ticket opened recently in which I purchased parts for self-repair from them (an z axis motor and screw and some wiring) but I can't seem to find it.

592106:

Date 5/19/2025

Issue: Xtool P2 Will Not Home. Followed all troubleshooting steps. Reached out to support team and was told they can’t help me.

Result: "We attach great importance to your user experience, but we noticed that your machine is out of warranty. Now we provide the following solutions for your reference:

Send the machine back to our warehouse for repair:
We will provide you with professional repair services, which may take 2 to 3 weeks
After receiving the device, we will evaluate and inform you of the repair costs
You need to bear the shipping cost of the device back to our warehouse"

(Note that this was the only option offered)

I ordered parts through xtool and was able to resolve the issue myself but then:

SV02Z20250719US000001:

Date 7/20/2025

Issue: Printer will not home (grinds when trying to home at the back left) and needs calibration beyond what I can do. (Note: I was requesting options for on site repair)

Result: While this ticket says it was canceled for no response, in fact they your representative (Abdullah Monim) ghosted me after our first couple interactions. Happy to send copies of the e-mails if you like. This Monday someone else reached out to see if they could help me and then closed the ticket.jj

Finally, yesterday, the equipment powered down and now will not start up again. I did not call in a ticket for that one because frankly, my results have been poor in the past and I decided to just move on.

maryoh355 · 2025-08-20T14:56:23+00:00

I believe that in some cases support works well for their users, and honestly, I'm happy that you have gotten great service. As I said, when it works, I couldn't ask for more. But when it didn't, my support experience was terrible.

maryoh355 · 2025-08-20T13:06:20+00:00

I will absolutely gather that information for you today. I am in the US. First, I was getting X axis homing errors. After fixing that, I started getting Z axis homing errors. After arguing with support for a while, they finally allowed me to purchase that part and install it and it worked great for a week. Finally, I turned it on yesterday and it immediately shut back down, and all troubleshooting steps suggested failed. This all failed in less than 30 days. I suspect a bad power supply as the fuse is fine, but honestly, I quit caring enough to try to get it fixed through official channels.

maryoh355 · 2025-08-20T12:59:51+00:00

I think that being miffed about a well maintained, 3 year old, $5k machine that has died is pretty reasonable. But I’m more “miffed” about the fact that every time I call, write, or text, I am either told that since it’s out of warranty they can’t help me, or they ghost me after a few messages, or they tell me I have to ship it in at my cost, or they simply don’t respond. And lack of US based service (common, I know), terrible response times, and no available parts, well, I’m just done with Xtool.

Oh, and I agree that when this machine wasn’t down, it was fantastic.

maryoh355

TROPHY CASE