xTool support: the Authorized Service Center

What xTool support is and when it is needed

xTool support is the set of services that keep an xTool machine running after purchase. It is needed when the machine stops, when cutting and engraving lose quality, when an error appears, after a knock or a move, or for routine maintenance.

Official xTool service: the COOLASER Authorized Service Center

COOLASER is an xTool Authorized Service Center, with its workshop in Gaeta (LT): a workshop recognised by xTool for support, repairs and warranty work on its machines, and also an official xTool channel for sales. Remote support covers the whole of Italy, support at the customer's premises covers the area between Naples and Rome, and machines can also reach the workshop by shipping.

What is free and what is charged in xTool support

In COOLASER's xTool support the split is as follows:

• free: initial technical support and warranty repairs;
• charged: out-of-warranty repairs, maintenance, calibration and optics cleaning, installation and commissioning (unless xTool provides otherwise) and anything outside the warranty.

Free initial technical support includes guidance on using the machine and an initial remote diagnosis of problems; when longer work is needed, outside the warranty, the cost is agreed beforehand. What the warranty covers, and for how long, is set by xTool's warranty terms.

xTool after-sales support and customer support

xTool after-sales support assists people who use an xTool machine after purchase: questions about use, settings for a material, fine-tuning. COOLASER's xTool customer support is provided in Italian, by a workshop that works every day with four laser sources: CO₂, diode, fibre (including MOPA) and UV.

xTool technical support

xTool technical support starts from diagnosis: symptoms, error messages, the material and the settings used help to understand whether the problem lies in adjustment, software or a component. Initial support, with guidance on use and an initial remote diagnosis, is free and is requested through the online form, by phone or on WhatsApp; when needed, COOLASER passes the request on to its xTool contacts. Longer work, outside the warranty, is agreed beforehand.

xTool laser repair

xTool laser repair adjusts or replaces faulty parts in line with the instructions of xTool, to which COOLASER forwards the request. If the fault is covered by the xTool warranty the work is free for the customer; outside the warranty the repair is charged.

xTool laser maintenance

xTool laser maintenance is the routine check that prevents machine downtime and drops in quality: cleaning, checks on the moving parts, the cooling and the fume extraction. The frequency depends on use and materials; outside the warranty it is charged.

xTool warranty repairs

xTool warranty repairs are free for the customer and go through the xTool support portal: COOLASER collects the order number from the xTool website and the machine's serial number and forwards them to its xTool contacts. Terms, coverage and duration are those of the xTool warranty.

Optics calibration and cleaning

Optics cleaning removes the smoke and dust residues from lenses, mirrors and protective windows that reduce the energy reaching the workpiece; calibration resets focus and alignment, where the type of laser allows it.

xTool support at the customer's premises

As well as remotely, throughout Italy, and at the workshop, where the machine can also arrive by shipping, xTool support is available at the customer's premises, as directed by xTool, in the area between Naples and Rome.

Installation, spare parts and materials

COOLASER's xTool Authorized Service Center also handles the installation and commissioning of an xTool machine, for a fee unless xTool provides otherwise. Spare parts and materials for xTool machines can be obtained from COOLASER, or the customer can source them directly: in this case tests and checks on the material are essential.

What happens when an xTool has a problem

When an xTool machine has a problem, support follows four steps.

1. The request. Through the online form (type of request, model, serial number, xTool order number), by phone or on WhatsApp at +39 0771 010790, with photos of the fault.
2. Forwarding. COOLASER passes the information on to its xTool contacts, following the xTool support portal procedure.
3. The repair. In line with xTool's instructions: remotely, at the workshop, where the machine can also arrive by shipping, or at the customer's premises, between Naples and Rome.
4. Return. A machine repaired at the workshop is shipped back to the customer after testing or, on request, collected from the workshop.

Support at a glance

The table summarises where and on what terms COOLASER provides xTool support.

What to prepare before requesting support

An xTool support request needs:

• the model of the xTool machine and the serial number, which is shown on the label;
• the order number from the xTool website;
• a description of the problem: what happens, since when, on which material, with which error message, and what has already been tried;
• photos of the fault or of the error screen.