So last Thursday I woke up around  5:30 and decided to do some work   with the P2. I started   XCS and had an update popup. Did the update. I started cutting letters for a door hanger round and noticed   the first one did not cut through   the entire  word ( just like the D1pro) I started another cut and knifed out the letters. The next cut of same word started out and only scored part and faded to nothing.

   I cleaned the mirrors and lens with no luck. I tried a recalibration thinking maybe it got bumped out of wack. Nope now the laser will not even mark the tape used for process. I tried at several locations. It will not mark the tape.

   So around 7 am I called tech support. They are Pacific time I’m Eastern. Cecilila Fang called back later in the afternoon and asked me to do exactly what I have already done. I told her so. She said she would escalate to higher support  and someone would contact me within 24 hours. I waited around all day to stay close to machine when they called back. NOPE no call. I got up the Friday morning and had to go to work. Finished up at the office and came home to wait around again. At this point I noticed an email from a Jennifer in tech support sent shortly after midnight our time.

     Jennifer asked me to video the same things I already did and to also remove the rear cover. Well videos from phone are to large to email so I sent shorter ones.

I heard nothing all weekend and then Sunday got another email from Jennifer asking to do more of the same. Did another video and sent.

Now it is Monday morning, still unable to use a less than two month old laser. Jennifer asked for more Videos.

   This morning got another email stating my laser tube is fine and to video a power test and calibration again. I emailed back and said the calibration pulse will not mark the tape. I also sent a photo of finished power test. Photo here.

XTool support is zero help. Not sure if I should call credit card company and file a complaint or not. When this was working it was great. It is  probably 60% faster than D1pro. I am using the D1 to fill orders but it is painfully slow I won’t get the orders done in time. I need my laser to work.

This one email every 24 hours sucks. They won’t  call me.

How many times must I tell them the calibration test won’t mark the tape?

Certainly not happy with xtool support process.

I figured they would hopefully know the issue and send parts. Six days without laser is long enough!

The laser was ordered August 16th. I'm not sure of delivery date probably over a week later.

Exactly  500 jobs and less than 2 month old laser will not work