What to do when your XP-Pen develops a fault, and the company aren't playing ball?
Adam Thornton last edited by
The purpose of this topic is to ask any of you what you have done if your digital tablet develops a fault. How do you carry on? I feel helpless - an artist with no tools. Everything has stalled and it's very disorientating.
I'm based in the UK. Basically, I bought an XP-Pen 22R Pro in March this year (2020). By the beginning of July it had developed a fault - as if an invisible vertical line down the screen was no longer tracking the stylus when you draw over it. I contacted the company and they said to send it back for a replacement. I explained that I was working on a project and about to start a new one, so it is critical that I am not without my tablet for more than a few days. They agreed to dispatch the replacement as soon as they'd received the faulty one. So I sent it back via special delivery (on 30 July) and they received it on July 31. As soon as I sent it I emailed the contact at XP-Pen an email stating that I had moved cities and gave my new address, 3 hours drive from my old address. I also included this information in a letter accompanying the faulty tablet for the people at their warehouse to note.
A whole week later still no replacement tablet, but I received an email from them with their courier name and tracking number. I checked the tracking number, looking for when it would be delivered. XP-Pen had sent it to my old address!
What's worse, it hadn't even arrived yet. You know why? Because it is being sent from China!!! They've now told me that I won't receive it until the end of August, despite me explaining the urgency! Their solution? That I buy another tablet from them in the meantime!!! I contacted their complaints department, but they've not bothered replying, only referring my complaint to the person who I have been in contact with this whole time. Such contempt for their customer!
So what do you do? I've asked for a refund, but I'm not holding my breath. Has anyone else had this problem from any company?
Thanks for any advice.
@Adam-Thornton oh, no! i'm so sorry. what they're doing is really rotten. I suggest going public with this once you get your replacement or refund. In the meantime maybe you can get a tablet from a more reliable brand. I bought a cintiq from wacom and so far, it hasn't let me down. Maybe give them a try.
Adam Thornton last edited by
@Nyrryl-Cadiz Thanks Nyrryl. Yes, I did think about going public, but I'm currently in two minds about it. I was thinking about a Cintiq, and know that they seem to be the tablet of choice, but they're much more expensive. I guess I'll have to try and budget for it.
@Adam-Thornton yeah wacom is definitely expensive. I had to save for almost a year to afford mine. Perhaps you can get a smaller size to ease the cost?