XIM Community

General Category => Technical Support => Topic started by: bskees on 01:50 AM - 07/22/19

Title: [RESOLVED] Poor customer support options
Post by: bskees on 01:50 AM - 07/22/19
why do I have to jump though hoops to get help with your product???? this is literally the only way to contact your company for support? MY Xim4 just stopped working after no changes were made to it, but was after an update to my ps4. All the lights come on in the proper sequence and the inputs with my mouse and keyboard register correctly in the xim4 manager. I can adjust and modify my buttons but it will not register with my ps4. I have tried factory reset and update, I have fully charged my controller. I have replaced all my USB cables to brand new data transfer cables and still nothing....
Title: Re: This is literally this worst customer support ever
Post by: The prodigy on 02:33 AM - 07/22/19
Looks like everything is working but your controller is not properly authenticating. 
Make sure it's set to USB mode.

Go to Settings > Devices > Controllers > Communication Method

(http://i.imgur.com/o7rpe2y.jpg)

Title: Re: This is literally this worst customer support ever
Post by: antithesis on 03:48 AM - 07/22/19
It's the middle of the night for XIM Tech staff. Forums are the simplest method of handling enquiries from a global audience.
Title: Re: This is literally this worst customer support ever
Post by: WarCat on 06:26 AM - 07/22/19
You are powering it on by pressing the power button on the PS4 rather than the controller right? Not sure if that will help but that is what I always do. Is there a preferred port order for XIM4?
Title: Re: [ACTIVE] This is literally this worst customer support ever
Post by: bskees on 12:46 PM - 07/22/19
Yes I power it on by the ps4 not the controller, yes I have made sure my controller is set to USB not  blue tooth and it doesnt matter what time it is... this is literally the only way to make contact. No support number
Title: Re: [ACTIVE] This is literally this worst customer support ever
Post by: mist4fun on 02:00 PM - 07/22/19
I'm sorry but telephone support isn't offered, XIM is still a small business. We do provide help here in the support forum.

Because you used the flash tool I'd like to know which version is currently installed, please share the Firmware version number found in Manager's menu-about. Thanks!

Also, can you share what device icons you see at the top of Manager?
Title: Re: [ACTIVE] This is literally this worst customer support ever
Post by: bskees on 07:19 PM - 07/23/19
Firmware: 20180501
Manager: 20180528
And all 4 console icons are shown.
Title: Re: [ACTIVE] This is literally this worst customer support ever
Post by: bskees on 08:45 PM - 07/23/19
Can I just mail it off and pay to have it repaired? Or a replacement sent at a less than retail cost? I Just want it to work again... Money is not the issue but the principle of buying a new one all over again when the one I have has no apparent reason for its problems troubles me.
Title: Re: [ACTIVE] This is literally this worst customer support ever
Post by: piiwii on 08:52 PM - 07/23/19
Can I just mail it off and pay to have it repaired? Or a replacement sent at a less than retail cost? I Just want it to work again... Money is not the issue but the principle of buying a new one all over again when the one I have has no apparent reason for its problems troubles me.

1) If it's genuinely broken maybe, I don't know. But without having properly gone through all the trouble shooting -- don't be ridiculous.

2) You say "MY Xim4 just stopped working after no changes were made after an update to my ps4." -- this is technically impossible so all I have to say is BS. Your problem lies elsewhere, hence my comment in #1 about exhausting your options first. There is something wrong, but it's likely to be a broken XIM.
Title: Re: [ACTIVE] This is literally this worst customer support ever
Post by: antithesis on 08:55 PM - 07/23/19
I think you meant *not likely to be a broken XIM4 piiwii :)

You need to go through troubleshooting with XIM staff to determine the cause of the issue, as per their warranty terms. It's likely to be something in your setup rather than the XIM itself.
Title: Re: [ACTIVE] This is literally this worst customer support ever
Post by: piiwii on 08:59 PM - 07/23/19
I think you meant *not likely to be a broken XIM4 piiwii :)

lol yeah, that comment irritated me so much I kind of mashed that out in anger.
Title: Re: [ACTIVE] This is literally this worst customer support ever
Post by: bskees on 09:06 PM - 07/23/19
Can I just mail it off and pay to have it repaired? Or a replacement sent at a less than retail cost? I Just want it to work again... Money is not the issue but the principle of buying a new one all over again when the one I have has no apparent reason for its problems troubles me.

1) If it's genuinely broken maybe, I don't know. But without having properly gone through all the trouble shooting -- don't be ridiculous.

2) You say "MY Xim4 just stopped working after no changes were made after an update to my ps4." -- this is technically impossible so all I have to say is BS. Your problem lies elsewhere, hence my comment in #1 about exhausting your options first. There is something wrong, but it's likely to be a broken XIM.

1.I have went through all of the troubleshooting available to me without having to wait for a qualified person's additional options and it has been 3 days since it's been out of commission and I am ready to be over it at this point. So your response is whats ridiculous AND ignorant. So unless you have another troubleshooting option then stop wasting space on this thread.

2. My xim4 stopped working after no changes were made to it, but it was after a ps4 update. If you don't understand how that is possible then why are you wasting my time.
Title: Re: Poor customer support options
Post by: mist4fun on 09:06 AM - 07/24/19
Thanks for verifying. We should check if the controller is authenticating next. Please disconnect and reconnect XIM to the console while watching XIM's startup light sequence. Do you see 4 green lights during this sequence? This indicates controller authentication and is needed for your mouse and keyboard to function. For reference the startup light sequence should look similar to this:

red, green, blue
red
cyan, green,
red
green, green, green, green
red

If you do not see 4 green lights at startup and you have spare cables please test other cables with the controller.
Title: Re: Poor customer support options
Post by: bskees on 11:36 PM - 08/06/19
I get everything except the 4 green lights
Title: Re: Poor customer support options
Post by: mist4fun on 09:10 AM - 08/07/19
Does the controller work when connected directly to the console while the USB communication method option is used?

Settings > Devices > Controllers > Communication Method

(http://community.xim.tech/index.php?action=dlattach;topic=49093.0;attach=7928)
Title: Re: Poor customer support options
Post by: bskees on 04:03 PM - 08/07/19
Yes, it does. It is the only way I use my controllers to reduce input lag
Title: Re: Poor customer support options
Post by: mist4fun on 04:47 PM - 08/07/19
That's really strange. All icons are displaying in Manager, the firmware is correct, the flash tool works, the controller works in wired mode with the console. This should be working. Please try connecting your XIM4 to the console with nothing attached. Once APEX has finished it's startup then connect the controller to port 3 and look for the 4 green lights. If they don't appear then try using the controller in other ports on XIM4. The results will tell us if there is a power issue, a peripheral conflict, or a port issue.
Title: Re: Poor customer support options
Post by: bskees on 06:32 PM - 08/07/19
I will try that when I am home. It is also the xim4 not Alex of that matters
Title: Re: Poor customer support options
Post by: Aaaaa on 08:50 PM - 08/07/19
Xim wont respond to anything they are lazy. period. I sent like three requests over 3 weeks to get a replacement and they wont respond i dont know man.
Title: Re: Poor customer support options
Post by: antithesis on 08:56 PM - 08/07/19
Please understand that XIM Tech is still a small business and they serve a global customer base. They don't work 24/7, so a little patience goes a long way.
Title: Re: Poor customer support options
Post by: bskees on 12:34 PM - 08/08/19
Not to be rude, but good customer support goes a bit ways longer. Especially for a small company that wants to grow. I recommend setting up a phone line and if you can't man it at all times then set up set hours of operations and leave all the rest to your forums.
Title: Re: Poor customer support options
Post by: bskees on 12:40 PM - 08/08/19
And now back to my problem with which I've been very patient with seeing as I have been waiting over 2 weeks to use it again completely impairing my gameplay as I have grown accustom to having it and now have to re learn to play without it.:
I have tried connecting the xim4 first and then the controller with nothing else and the xim4 blinks yellow and then shuts itself and the controller off.
Title: Re: Poor customer support options
Post by: bskees on 01:26 PM - 08/08/19
On further attempts and in other ports it still blinks yellow but no longer shuts itself off
Title: Re: Poor customer support options
Post by: bskees on 01:31 PM - 08/08/19
Can I just get a replacement? Two weeks of troubleshooting with no results is becoming incredibly discouraging. I will send the one I have back first if I have to I dont care.
Title: Re: Poor customer support options
Post by: mist4fun on 04:33 PM - 08/08/19
Thanks for troubleshooting, unfortunately it does look like there may be an issue with your XIM4. To request a repair please open a ticket with our store using the link below.
Title: Re: Poor customer support options
Post by: bskees on 06:16 PM - 08/08/19
Could you be more specific? I dont see any ONE link directly below your message and the three that are at the bottom as your signature do not take me to any place that allows me to open a ticket with its first click.
Title: Re: Poor customer support options
Post by: WarCat on 07:55 AM - 08/09/19
Could you be more specific? I dont see any ONE link directly below your message and the three that are at the bottom as your signature do not take me to any place that allows me to open a ticket with its first click.

The URL is here, wasn't difficult to find. Good customer support does go a long way, but so does a good attitude.
https://store.xim.tech/crm.asp?action=add (https://store.xim.tech/crm.asp?action=add)
Title: Re: Poor customer support options
Post by: mist4fun on 09:03 AM - 08/09/19
I apologize, it looks like the link didn't paste successfully. Warcat's link ( https://store.xim.tech/crm.asp?action=add ) is correct.