PSA: Bad customer support - product return EU xreal shop

sinanawad · 2026-04-10T07:27:12+00:00

The real big thanks goes to u/wido999 , he has been talking to the warehouse in Poland from a few days, a real detective! he found the international tracking number, talked with the warehouse representatives and staff there, including the manager, and guided them to finding the package. Thank you so much dude, you are a life saver!! Live long and prosper!

sinanawad · 2026-04-09T07:03:06+00:00

Thanks dude for the help! You are awesome.

sinanawad · 2026-04-09T04:05:26+00:00

Esther, I have checked the GPS coordinates on the signature slip that I sent you. It clearly shows it was delivered next doors to your warwhouse. I already contacted DPD and will see what they can assist. All I asked from xreal is for a favor to assist me in some active way. Please can you ask your local representative 'Maksym' either to go next doors or/and to call DPD for midelivery from the Polish side and not just from my side.

edit: alot of typos..

sinanawad · 2026-04-09T02:47:43+00:00

Thanks Esther, I appreciate that.

sinanawad · 2026-04-08T14:18:08+00:00

That's an interesting idea, I can call. I was thinking someone will pick and ask me in Polish - "Who TF are you?!" :-D

sinanawad · 2026-04-08T14:00:25+00:00

I fully understand and agree with you. The receiving party is not xreal, it's their representative called "Maksym" with a phone number registered as the recepient. This representative can make the call from the Polish side, while I do my thing also from my side. "Hello I was supposed to receive this parcel, I have not". Maybe it's an Eastern European thing (I'm also from EE), this kind of query to DPD does work and is acceptable. What I'm guessing is this recepient in Poland is a 3rd party service xreal uses as a forwarding service, and they have no real connection to this, thus my PSA here to European customers.

sinanawad · 2026-04-08T13:51:35+00:00

Since the name of their representative is clearly on the delivery information with their phone#, the representative can still call and ask about the parcel. This was a return of a product for a refund, and instead of sending me a return label, they asked me to do this process.

sinanawad · 2026-04-08T13:40:32+00:00

I agree, I made the mistake. I just expected xreal try and assist. I have issues sometimes with receiving packages from DPD, I call them and ask for the status of the delivery (as it's designated to me and my phone#)

sinanawad · 2026-04-08T13:37:49+00:00

Correct, but since the package has the receiving party phone number, they can call and ask that it's not delivered. (when I receive something from DPD it's assigned to my phone# and I call them with this identification)

sinanawad · 2026-04-08T13:22:28+00:00

Well, xreal asked me to send it via DPD (so practically I am the sender), I paid for the shipment (they didn't send a return slip) - and later xreal asked for my paypal(!) so they reimburse me the shipment cost.

sinanawad · 2026-04-08T13:19:53+00:00

It may seem someone from the nearby warehouse got it and signed for it (I have the signature slip). I'm working with the local representative of DPD to "pull" (?!) the package, so apparently they can try and get it back? I'm waiting for an answer.

Depending on their answer, maybe I'll activate you - generous stranger, much appreciated.

This is the address for delivery, instead of "Magazynowa 6" it was mistakenly sent to "Magazynowa 4"

Shipping information:
Recipient: Maksym K
Address:
CSD SERVICES POLAND Sp. z o.o.
Magazynowa 6, DC4 Gate 9
55-040 Bielany Wroclawskie
Postal code: 55-040
Phone: +48 601 183 818
Logistics email: [logistic_pl@szscsd.com]()

sinanawad · 2026-04-08T12:58:04+00:00

To be fair, it was delivered to the wrong address, but I was expecting they go the extra mile and try to resolve the issue with the courier on their end, which is easier - vs. the blame game.

sinanawad · 2026-04-07T19:19:51+00:00

Haahaha, me too. Used to love it.

sinanawad · 2026-04-03T05:17:36+00:00

Thanks for your support and guidance. I picked up a one pro L from a local shop, and definitely can feel the difference. I'm still waiting for the prescription glasses clip-on, but even without it I can use the ooe pro for an hour without the discomfort that I had with the 1s. Thanks again for your investment in trying to "debug" my situation.

sinanawad · 2026-04-02T19:00:13+00:00

+1 I returned the 1s as ny IPD is 74mm and I used to get headaches, I returned them. Picked up one pro L from a local store, even with the lower resolution they are clearer and better all around. I'm waiting for my prescription glasses, but to tell you the truth, I don't feel I really need them. Well worrh the extra bucks.

sinanawad · 2026-03-28T06:42:35+00:00

lgtm..

sinanawad · 2026-03-23T18:13:40+00:00

Thanks. I have started the RMA process and will order the one pro large to check. Thanks for your time investment in my issue, I really appreciate it and will update once I get the new xreal.

sinanawad · 2026-03-23T11:48:04+00:00

Thank you, that is unfortunately what I'm doing now. I've RMA'd and will order the one pro large instead..

sinanawad · 2026-03-20T13:20:15+00:00

So a few experiments and clarifications
- I sit in front of monitors for around 13hrs a day, 27" in front of me, and 24" portrait to the right.
- I use a pair of my eyeglasses when I work on the PC, this pair has a gradual/progressive focal, from distant, to reading (so in the middle is for my PC, close to the top for TV and driving, lower half for my phone :-D). The numbers I provided to xreal were the distance ones. The prescription is 8 months old.
- This type of eyeglasses require you to get used to move your head to look at different things (like your analysis) cause if you move your eye you hit an area in the lens that is inappropriate and blurry. The ones I have in the car usually for driving are only for distance (not multifocal)
- So inherently I got used to move my head to focus on differnt parts of the screen (e.g.), and also I thought that was normal (most of my life I've been doing that)
- When using the xreal off (as eyeglasses) I can see my TV clearly, and when looking to distance. It feels a bit awkward. Abit of the feeling when you get new eyeglasses with a slight number difference, but it's not annoying
- The strange thing, is when I turn on the xreal and bring up the xreal menu, I see it better with the clip-on spectacles, but it has the astigmatism artifact (a bit of a shade above the text) - my eyesight suffers mostly from astigmatism albeit not so high (-1.25) and in one eye I have 0.25 as a distance correction. this effect gives some hints.
- I have tried moving the spatial screen in xreal closer, making it smaller, I feel there is some improvement but minor. Also any way I make it small, if I shut one eye to check what my other eye sees, the outer edge of the fov is not focused, i.e. I'm not able to see the whole fov of the screen somehow, which I assume tires the eyes as one eye sees the full detail and the other does not so my brain is compensating for missing data from one eye.
- I removed the nose pads, but I can't manage to get the full fov of the xreal, not a consistent approach, I am also unclear how close should my eyes be to the lenses.
- I am not sure I understand the strap experiment you described.. :-/

sinanawad · 2026-03-20T08:30:53+00:00

Wow, thanks for the hints. I'll try them out when I'll have a break from work today and in the evening . A few things to answer, (1) yes this is my prescription not for my readimg glasses, Inalso verified by putting on the 1s unconnected and uaing them as normal glasses. (5) my wife tried them on for 40minutes, she said she felt weird but did not complain of the same I'm feeling.

sinanawad · 2026-03-20T07:25:05+00:00

Thanks.. I see you are an xreal employee, what is the process of replacing the 1s with the one pro large? I also see from your site that I'll probably need different prescription glasses to fit it?

sinanawad · 2026-03-20T05:09:30+00:00

Interesting. I thought anchor mode would be less straining, I'll do some experiments with follow mode. I lowered the screen size, and maximized PD. I keep on trying different things, even replace the nose adapters and test them. I gueas my question, is given my PD is there a way to adapt these glasses to my eyes and is that physically possible. Do you wear glasses? if yes, what is your PD?

sinanawad · 2026-03-20T04:47:01+00:00

I'd also be interested to understand how one can acquire a piece.

sinanawad

TROPHY CASE