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[RESOLVED] XIM Apex - Falls Apart Mid Game.  (Read 356 times)

Offline WarCat

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #15 on: 03:36 PM - 07/17/19 »
https://imgur.com/a/A2keWfn

This is mine, as you can see the white line going across it. This was after pushing VERY hard on the PS4 trying to get a better look at the ports on the backside of the PS4 while the XIM was in the front. I heard a crunch and set the PS4 down when I realized what I had did. Even after the stress, it maintained for months and that was after installing every firmware update during those few months, at least 5-10 times removed from PS4 for updates / rollbacks / config testing. Even after this, I was still able to slide the piece back on and use it in the meantime until my new XIM arrived.

I didn't contact support, nor care whether it was under warranty or not because I knew that it was my fault.

Offline antithesis

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #16 on: 04:16 PM - 07/17/19 »
It was your opinion before you even sent out the form to XIM, in actual fact you used the words "Excessive Force" as your own, before the form was even sent out and you spoke to XIM, now you say that it was THEIR words and only your opinion, when in fact it was both your opinion and your words. Hmmmm?
Yes, it was my opinion, based on prior experience with one other case (the guy came clean after his story fell apart), as well as over 8000 posts on these forums, so I've seen every similar case worldwide that has been posted here and know what to look for. You hit the jackpot by dealing with a retailer with significant product knowledge.

I did use the term "excessive force" in the first email, but that was before you supplied any information or photos. For context and full transparency, the sentence was -
Quote
"Most of the time this issue pops up, the damage is due to excessive force, such as tripping over a USB cable, which isn't covered by warranty, so please ensure the photos include close-ups of the XIM Apex from multiple angles so they can figure out what happened".

That had nothing to do with your case and I was quoting XIM Tech by using the term "excessive force" based on prior experience, not the other way around.

My email offering an opinion was in response to you quoting consumer guarantees and demanding a replacement or refund before XIM had even taken a look at the photos -
Quote
"At this point it is probably best for you guys to send out a replacement once I send in the faulty product, or alternatively give me a full refund and I can re-purchase it either with Mod Squad or Elsewhere, depending on the outcome of this situation."

After viewing your photos I stated that it looked like "excessive internal stress" and "abnormal stress". I asked you to provide more proof to improve your chances of XIM approving the warranty claim because I believed it would be rejected...I tried to help you dude.

XIM Tech support staff came to the "excess force" conclusion independently. Their words, not mine. In those communications, I don't offer any opinion at all. I simply forwarded your email and my message in full was "Here is the customer's claim and photos attached". Your subject line "Xim Apex Broken/Faulty - Need Replacement." provided the context, I didn't need to add anything further, the only edit I made was removing the transaction ID from the subject.

Again, for the sake of transparency, their reply was -
Quote
"Looks like the metal housing separated from the plastic insert. The metal housing is soldered to the PCB, so he would have had to break of the soldered tabs by using excess force."

You have all of the emails and you can see every word typed on the page from me to XIM and from XIM back to me. You accused me of fabricating and corrupting their response and continue to do so. Words don't lie, it's all there in black and white.

The fact is that these are serious stress marks that could have only happened if the device was under a considerable amount of pressure:

You now have OBsIV's opinion (the man who created XIM Apex and knows it best) as to how the damage occurred to your device. You sheered the metal prongs clean off below the PCB under pressure, the solder on the other side of the board held firm.

You can contact whoever you want, but as you said, "the proof is in the pudding". Thank you for posting this thread.

Again, my only mistake here was trying to help you by offering an informed opinion prior to sending your photos to XIM to improve your chances of having the warranty claim approved. I won't make that mistake again.

If you don't want me to reply (I have that right), stop quoting me and move on.

Official Australian distributor for XIM Apex, Titan One & Titan Two at Mod Squad
XIM Apex demos on Twitch and YouTube. Follow Twitter for live stream alerts

Offline OBsIV

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #17 on: 04:28 PM - 07/17/19 »
WarCat, again thank you so much for sharing your experience with this sort of damage -- and the correlation it shows. I want to point out something from your image (below).

Notice the similarity between the enclosure stress marks in WarCat's case and also those in Fatality913443's case. It's the same stress marks in the same location which is caused by the same type of force WarCat describes.
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Offline antithesis

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #18 on: 04:59 PM - 07/17/19 »
Perhaps I can suggest a resolution here that will take me completely out of the picture so there are no accusations of corrupting and poisoning the outcome.

Fatality, please submit a support ticket here - https://store.xim.tech/crm.asp?action=add. I don't know anyone behind the scenes so you'll get the most independent response to your claim.

Maybe you can send your unit direct to XIM Technologies for a physical inspection if you're unhappy with the review of your photos. As mentioned, it'll probably cost $17 AUD to send the parcel to the USA and maybe $3 for padded packaging.

There are higher shipping costs if you want it turned around faster Fatality. You're sending the device half the planet away, so it's unreasonable to expect to have it back within a week. $17 shipping should get it to XIM Tech in about 5 business days, you'll need to confirm that with Australia Post.

You can then either accept the repair on offer (it's only $32 USD plus shipping) if they confirm the damage isn't covered by warranty, or have the unit returned to you at your cost of $28.80 AUD (that number will need to be confirmed with XIM Tech support). This is also the only way to get the unit repaired while retaining the balance of the warranty.

Or maybe you'll get a different outcome, your postage is only $10 AUD more than sending it to me and it'll get there faster. If you get the ruling in your favour and it is covered by warranty, I'll reimburse the cost of shipping the unit to the USA. All other costs are between you and the manufacturer to work out.

OBsIV, is this feasible?

I really don't want to be involved in this any longer and this seems like a good way to defuse the situation.

There's no point sending it to me, you won't accept my assessment of your unit, I'll charge a $50 AUD testing and inspection fee if I believe the damage was not under warranty (refer to my Warranty terms) and I'm not paying to forward it on to XIM Tech as they've already ruled that this is not covered by warranty.
« Last Edit: 06:43 PM - 07/17/19 by antithesis »

Official Australian distributor for XIM Apex, Titan One & Titan Two at Mod Squad
XIM Apex demos on Twitch and YouTube. Follow Twitter for live stream alerts

Offline Fatality913443

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #19 on: 11:29 PM - 07/17/19 »
Fatality913443, you are convinced that it is 100% impossible that someone or some thing in your household that is outside of your direct control and has access could have pulled or pressed on the device (or wires connecting to it) while it was connected to your console?

The fact is that these are serious stress marks that could have only happened if the device was under a considerable amount of pressure:



Again, there is absolutely no one in your household (or even a pet) that has access to your setup?

Nope i live alone, no pets. The stress marks could have happened from the usb being stuck in the port, is that not a possibility?

This happened to mine, but it was 100% my fault. I was trying to plug in a cable from the back of the PS4 and tilted it forward so I could see what I was doing and I was frustrated because I had been moving my setup and it was taking much longer than expected.
My "setup" don't move, hasn't moved in over a year, in fact my set up has been the same from before I even ordered the item. Also I don't plug anything in the back of my PS4, i have 2 usb ports in the front, and the only thing in the PS4 is the XIM and it's in the front.

It was definitely excessive force, and it still worked for about 2-3 months afterwards, before I pulled it from my PS4 to update firmware and it left the USB inside. I don’t see this happening without some kind of outside intervention.

Now the difference here is, I pulled it from the USB Port and it came apart like yours, as you can see in the pictures... However it's still working even now, it's just wobbly from all parts not being connected, Originally I thought it was dead when i first took it out and saw it come apart, but it works like normal (In game) with the top being back on, it's fit back on perfectly just not soldered in the right spots to keep the entire product flawless. So again, yours broke after removing, mine has not, which points to it being faulty.

The fact that it worked for months after the excessive force was applied, is a testament to the build quality of the XIM. Just sharing my experience, I don’t see how that could happen without force being applied.
Now you're saying it worked after the excessive force for x amount of time, and then stopped working when it was taken out? So did it stop working once you took it out or did it stop working after you plugged it back in and didn't touch it for 3 months and then took it back out again for an update and THEN that's when it stopped? If this is the case, you just attested to people basically not touching this device very often, 2-3+ months at a time. If it broke the first time removing it but it was obviously a little janky from your EXCESSIVE FORCE, your case and my case are similar but not exact.

Maybe it's a super strong USB and The reason it felt so flimsy and cheaply made from the get go was because it was faulty from the very start, I've only ever owned one of these objects and so i'm basing my initial feeling of first impressions upon receiving the product, which it 100% feels cheap and flimsy, but it is simply a USB and should be fine, or so I and most would of thought. It's obviously not 100% perfect for every item, where as you have a relatively "Strudy" product I had a relatively "Flimsy, Cheap Feeling" product, which has obviously handled all of the regular wear & tear (Less even) it could handle before coming undone, compared to yours and possibly most others.. Normally when something isn't done right, eventually the entire product will buckle under "stress" of trying to pick up the slack from the not-so-perfectly done areas.

What I think has happened is the soldering on the tips of the USB head weren't 100% from the start, maybe it was never done on 1 of the sides (We don't know) but if 1 side was not done, eventually the other side will fail from regular wear and tear it should NORMALLY be able to handle. Even if both sides were done, obviously something having to do with those points in particular wasn't 100% and was enough for it to buckle under regular wear and tear which then compromised the rest of the cover resulting in it coming loose.

Now as I said I hadn't touched it in a long time whenever it was I did my last update and there were no issues pulling it out, and putting it back in then. It started to act up mid game, which is the soul reason for removing it in the first place, My guess is it started to slip out of the actual USB Head, resulting in the data not being sent to the PS4 properly resulting in me not being able to turn properly etc. Upon it being remove the very next time, it was inevitable something was going to happen to the device as it was already loose and playing up (note, NO issues what so ever up until this point with the product). That last removal from the port was all that was needed to cause what ever needed to happen in order for it to come out as it did.

Claims for excessive force, some how it has been excessive enough in all of the right places to SPECIFICALLY damage the 2 soldering points and NOTHING else in the device and allow it to still actually work with the head being put back on.. That's a huge amount of of specifics to happen at just the right time in just the right way for it to be Excessive enough to break it from "misuse" but not excessive enough to actually damage the rest of the product.

Look right now it's working so I'm still a happy customer (In sense of it actually doing what it should be doing), the whole ordeal is a whole other thing, the amount of buck passing happening is unacceptable. Grasping at ANYTHING and EVERYTHING possible to say "Yeah but you're sure you don't have ANY other possible possibilities that could from your end?" Yeah like you can be 100% sure it was never fault from the get go?

I will follow the steps I need to follow in order to get this reviewed by XIM Tech. I will also continue to take action to talking to the correct people, be it the BBB for Xim, ACCC for ModSquad, and anyone and everyone else inbetween and lastly to Lawyers for specific advice on this entire situation. This is far beyond the price of the device and it falling apart within 5months, for me now it's about how the situation has been handled and how future customers with similar problems will Inevitably be treated which is unacceptable.

Do I think it should be under warranty? Yes.
Do I think the decision will be over turned? No, because of the poisoning and rapport between the two companies ModSquad and XIM Tech. Both of which are trying to pass the buck to the customer at any cost.

Regardless of all of this and the entire outcome and everyone being how everyone has been (including myself) I still like this product as much as it is painful to say. It's a good product and does what it says, Physically it's not up to my standard (Maybe it's just the device I got sent out?) and I've disliked this entire situation from the start and what it has manifested into.

Thanks for your Input on a similar incident WarCat, although they are not the same. A lot of what you have said validates my claims.

Thanks at the "Creator" for creating this product and replying to the thread, though I think you should have a chat to your buddy about how he has spoken on Xim Tech's behalf, Unless you have actually permitted him to do so somewhere, he should never have come here and poisoned the topic and force himself into the step I have taken to go above him.

I apologize for any heated innuendo's and bad attitude toward this whole situation, but being labeled a liar and told by someone what 100% has happened when I'm the actual person living my life and not this random nobody, can become frustrating, especially when they just. wont. stop. even after being told to.

This got quite out of hand and for my part in that I apologize to all readers. I honestly hope my device doesn't break down any further from the next 2 touches coming up in the next year as If there is no refund/replacement and It fully breaks down in the future from all of my excessive force, Unfortunately I won't be buying another because of this, regardless of how good I think the product works. The only steps would be a so called "BRUTE FORCED" Refund as old mate called it earlier, and that can take a while.

Again, Love what the product does, keep up the good work with updates and everything else you have planned, And hopefully with your next 1,000,000 shipped products there is no more issues like this (doubtful) but apparently it's incapable of happening so, should be right.

Cheers

P.S : Just a few pics i could find of a similar thing happening and customers confirming how it feels etc.
https://imgur.com/a/indwv4P

Offline Fatality913443

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #20 on: 11:48 PM - 07/17/19 »
WarCat, again thank you so much for sharing your experience with this sort of damage -- and the correlation it shows. I want to point out something from your image (below).

Notice the similarity between the enclosure stress marks in WarCat's case and also those in Fatality913443's case. It's the same stress marks in the same location which is caused by the same type of force WarCat describes.

This just proves that it is weak in that particular spot, He just said he Bent his Console over, heard a snap and knew what had happened. Nothing of the sort has happened here. I Do not TOUCH the PS4 or the XIM. His excessive force is more than mine as you can see his is even MORE damaged than mine, along with the pictures and reviews I've added in the link above, this is enough proof to say that it's probably quite weak in those areas, and if for some reason it was never done properly from the get go, one could see how this could have happened from regular wear and tear.

Sorry to say, nothing you guys are saying is actually strengthening your claim of "Excessive Force" atleast in my particular case as From all I have seen, my device is the "least" damaged but apparently it's enough excessive force for it to be my fault, when we have multiple people saying they hardly ever touch the product to begin with.

I will deal with who I need to deal with now, nothing further needs to be discussed on this topic as nothing can be done here apparently.

Trying to find a compromise where I still am labeled as the liar and I can send it directly to Xim and pay for repair yadda yadda, this is no compromise? Unacceptable and I'm an honest person hence the reason I'm taking this as far as it can go because people shouldn't have to put up with how you guys are deciding this situation, basically " Tough Luck, Looks like you broke it from these pictures, Your cost to fix it"

Gee wizz, imagine a CSI saying "Nah not coming in today, just send me a few pics of the dead body and I will tell you EXACTLY 100% how this person was murdered", Yeah.. Nah doesn't work like that.

The Fact you're holding onto these "marks" and claiming that is the misuse "wear & tear" is laughable. Those line up perfectly with the USB Head, OBVIOUSLY it's caused a mark when removed from the port and it being stuck in the Console port, If there is "stress" It would be showing up on the inside, the only reason they share "Similarities" is because the same part is falling apart, get it? In old mates case he admits to leaning and bending on it and hearing a SNAP hence why his device is far worse than mine as nothing like that has happened on my end, But i mean you guys live my life, old mate from mod squad is ME, he can tell you for a fact that it had to of happened because otherwise, it just wouldn't have come off like that.

To the BBB, ACCC it is. Thanks for the laugh guys.

Offline WarCat

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #21 on: 12:09 AM - 07/18/19 »
If you are not going to read others posts, why would you expect people to read your novel, especially when it keeps saying the same thing. Obsiv asked if there is any outside influence that could have caused it, for example a child tripping over your mouse USB cable. He didn’t ask whether your setup ever “moves” or not.

And you clearly didn’t read mine, it wasn’t just a simple tilt of the PS4. I was upset so I put force behind the tilt in a bit of rage. I also said that I could slip it back on and it worked for months after (still works actually, just wanted to make sure there wasn’t any performance issues with it)

The point is, you can’t deny the marks on mine look exactly the same as yours as Obsiv pointed out, which can only be caused by force. Whether you are aware of what happened or not, that doesn’t mean you get a pass on their policy in my opinion.

Nobody is calling you a liar from what I have read, they are simply saying you may not have been aware of what caused this to happen, but it did not arrive to you in this condition, it did not “FALL APART MID GAME”

It looks like they have been more than reasonable with you, and you continue to slander the product and the distributor. The XIM is not made cheaply. I had mine for over a year and never had an issue, nor have I seen this as a common issue on either the forum, XIM Reddit, or both XIM discord channels that I frequent. The fact that they have been communicating with you, all parties, beyond what is required, should let you know that they care about their business and customers. I am sure they could have denied your request and let you go on your merry way.



Offline Fatality913443

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #22 on: 12:50 AM - 07/18/19 »
If you are not going to read others posts, why would you expect people to read your novel, especially when it keeps saying the same thing.
I've read everything here, It took me a while to write my last essay, maybe didn't see there was a second page if there was even one before I started writing. I Don't expect anyone to read anything I say, but It isn't just the "same thing" it's literally picking apart everything that is being defended, sorry to say.

Obsiv asked if there is any outside influence that could have caused it, for example a child tripping over your mouse USB cable. He didn’t ask whether your setup ever “moves” or not.
Which I answered, and in regards to me explaining how my console and devices are hardly ever touched is more in regards to you and your rage induced thrashing you apparently gave the XIM and Console.

it wasn’t just a simple tilt of the PS4. I was upset so I put force behind the tilt in a bit of rage. I also said that I could slip it back on and it worked for months after (still works actually, just wanted to make sure there wasn’t any performance issues with it)
So was it rage, or wasn't it rage? Just a bit of rage? But you physically deliberately put pressure on the devices in rage? Or was it accidental rage? It isn't both. In this case, I did nothing of the sorts as it is hardly ever touched for any purpose, I literally play 1 Game on the console.

Also is it broken or is it not broken? It can't be both, you said it broke after a few months of further use, but now say it actually still works? I'm sorry to say but your story keeps changing, looks like another arse licker here trying to strengthen the "EXCESSIVE FORCE" "MISUSE" Excuse that is the only thing any of you have to hang on to. Every case must be the same, We must ALL have rage fitted out on our consoles like you.

The point is, you can’t deny the marks on mine look exactly the same as yours as Obsiv pointed out, which can only be caused by force. Whether you are aware of what happened or not, that doesn’t mean you get a pass on their policy in my opinion.
No one here is denying the marks are not similiar or the same, what I am saying is the reason for those marks are not the same albeit they are in the same place just is proof that those particular marks have to be from the Metal Head coming out of the plastic, Those marks on the outside will have nothing to do with the inside, especially if the inside is still intact and working, which mine is a lot more intact than yours. I Must have a ghost in the house, tripping over cables that are out of the way of any walking areas and then putting everything back in the perfect place. We are going far and beyond to try and find any excuse for it to be the consumers fault, hilarious. I can 100% confirm to you it has not been touched often, never been moved or knocked since before i got the XIM, nothing has been tripped over (it can not happen from how the set up is) and there are no pets,ghosts,kids,neighbours, delivery people, falling objects, sinking floors, or anything else you can imagine to try and lay blame on that can have somehow EXCEEDINGLY FORCED enough force to do just the right amount of damage to those 2 littler soldered points inside the object and nothing else but NOT enough force to fully break the device any more than JUST enough for it to turn out this way.


Nobody is calling you a liar from what I have read, they are simply saying you may not have been aware of what caused this to happen, but it did not arrive to you in this condition, it did not “FALL APART MID GAME”
You're basically saying I'm lying by saying it's literally IMPOSSIBLE for it to not have been my fault because of these "Marks" that are blatantly obvious to have come from the same part of every device causing the marks on it's way out of said device. And it's been like this from the start.

It did not arrive to me in this condition, and I also assumed it would never get to this condition with regular use (less than regular considering how often it is touched, which is not often). It did in fact Fall Apart Mid Game - Mid Game i couldn't move, so it obviously was having issues with the casing coming undone, hence why it is now working again with no issues thus far with the head put back on, literally the only reason I took it out was because it was playing up mid game and almost got me killed, Do you read? Have you read everything here? Perhaps you should Read everything if you want to inject yourself into this hmm?

It looks like they have been more than reasonable with you, and you continue to slander the product and the distributor. The XIM is not made cheaply. I had mine for over a year and never had an issue, nor have I seen this as a common issue on either the forum, XIM Reddit, or both XIM discord channels that I frequent. The fact that they have been communicating with you, all parties, beyond what is required, should let you know that they care about their business and customers. I am sure they could have denied your request and let you go on your merry way.
XIM Tech thus far has been ok, I've not said otherwise. What I said is the entire situation that has happened Within this thread is an issue, especially for future customers. I have not slandered the product and distributor? Are you an idiot? I've continuously said I like the product and it does what it is suppose to do to my standards multiple times, again do you read anything?

Maybe the XIM is not made cheaply, Maybe i got a dud? My one sure as @#$% felt cheap and flimsy, I was surprised it made the journey. You know for a fact that EVERY single item is 100% perfectly and exactly the same in strength and you are 100% certain they all feel the exact same? If that was the case, and mine is not a dud then you have some pretty low standards.

I'm ok to go on my merry way, in fact i still will be going on my merry way to the next step, as i've already stated. Xim has not been in contact with me until a few posts ago, and I am now pointed in the right direction to talk to who I need to talk to as nothing here is of any use apparently.

Please my friend, do some research, there is plenty of other incidents exactly like this, I already know what the out come will be don't worry. I am just dotting my i's and crossing my t's for the big dogs. You're naive to think that this isn't something that can and does happen. Let me fill you in... It can, and Does happen.

From what I've seen and so far gotten, They actually do not care about their customers... at least not the ones that are complaining of issues that should be covered under warranty, if you do that you are SCUM! better not ask for something you're entitled to otherwise they will turn over every rock and search in every nook and crannie to try and find something... ANYTHING! to place the blame on you, regardless of all the circumstances in the situation that blatantly point to something being faulty.

You're a good laugh man, keep up your arse licking brother man, it's a good look for ya! ;)

BBB Website - https://imgur.com/a/9xOIF07 This customer review is pretty spot on, Good product but flimsy.

More evidence of there being fault in multiple devices, obviously it's a weak spot. https://imgur.com/a/r0KGpqi (another person confirming the issue, 2 in 1 thread no way!) I'll just keep finding stuff like this and posting when I have the chance. When does it become a warranty and "fault" issue with manufacturing when it keeps happening and will continue to happen unless rectified? all i'm being told is that it's not happened very often... but it does?)
« Last Edit: 01:58 AM - 07/18/19 by Fatality913443 »

Offline antithesis

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #23 on: 05:24 AM - 07/18/19 »
Fatality, take all of the emotion out of this and try to look at it objectively.

There is no way to substantiate your story, so let's take a look at the tangible evidence and try to focus on facts. The three photos you've provided have been assessed by three people with extensive XIM Apex experience to have damage consistent with "excess force", "abnormal stress" and "considerable pressure".

As the XIM distributor for Australia, I'm the first guy in the chain who can assess the damage with any degree of accuracy. I'm one of the alpha testers and few know the device better than me. We had to physically break numerous prototypes during testing and I can tell you it's not easy to do, even without a case.

I have handled thousands of XIM Apexes and deal with front-line customer support on a daily basis, so I'm the most qualified person in the country to make an assessment. I highlighted the case stress and torn metal prongs as a problem straight away and asked you to provide additional proof to substantiate your claim, but that hasn't been forthcoming.

I forwarded your evidence, including your claim, to XIM Tech support staff, as was always intended. They deal with similar cases to your's and have manufactured hundreds of thousands of XIM Apexes (or more), so are best qualified to make an assessment as to what constitutes a manufacturer defect under normal use. Based on the evidence you provided for your specific case, they reached the same conclusion as I did and offered a non-warranty repair at reasonable cost to fix your XIM Apex. You refused the offer.

The case was further elevated to the man who designed and built the XIM Apex. He knows it better than any person on the planet. He drew the same conclusion as myself and XIM Tech support staff.

Given you're unsatisfied that viewing the photos is enough to draw an accurate conclusion, I suggested that you send your XIM Apex to XIM Technologies for closer inspection. The cost to do so is a nominal shipping fee from Australia Post ($20 AUD to ship to USA is small potatoes). I will gladly reimburse that cost if support staff changes the assessment and rules that the damage is covered under warranty. If you're confident that this is a valid warranty claim, you have nothing to lose. Again, this was declined.

Before you drag all of us into a scenario none of us want, please consider how the evidence you have provided and your responses to proposed remedies would look to an impartial party. Three experienced people sharing a consensus opinion on the nature of the damage to your XIM Apex does not mean collusion. No-one involved is in breach of consumer law, consumer guarantees, ACCC, BBB or consumer affairs regulations and legislation. It is our job to know these laws and to apply them to all transactions.

You have the consumer right to a repair, replacement or refund within the warranty period for manufacturer defects under normal use. That does not mean that any damage sustained to your device within 12 months is covered by warranty. The photos show signs of mishandling, neglect, misuse, or act of God, and the damage to your XIM Apex unit has been assessed as not within the terms of the warranty, nor within consumer guarantees. Under these conditions, a business has the right to refuse a warranty claim.

It's not in anyone's interest to mistreat their customers, being trustworthy is incredibly important. You've been treated with courtesy, promptness, care and respect. Speaking for myself, I genuinely want to help, I've done my best to do that in this case (seemingly too much), I've been open & honest in all communications and I empathise with your frustration, but that doesn't mean I'm required to agree with every customer complaint.

I'm sorry that you don't agree with the warranty claim assessment and feel unfairly treated, but no-one has accused you of anything, your photos have simply been reviewed. Yes, there are similar cases and those too would have been reviewed on their merits. If their evidence showed the manufacturer to be at fault, they'd be assessed as such, it'd be damaging to XIM Tech to approach it any other way.

Search the forums, you'll find examples of manufacturing issues and appropriate remedies. You're dealing with one of the most transparent, customer-focused and community-engaged companies you'll ever meet. Customers love XIM Tech just as much as everyone else hates them for making good products (they don't understand XIM's limitations, they'll come around eventually).

You have been offered a remedy to repair your XIM Apex, it's a simple fix and it's not going to break the bank. Yes, international shipping isn't cheap, but the repair cost is reasonable and at least you retain the balance of your warranty. I hope that once you take the heat out of the discussion that you're able see that is the quickest, simplest and most fair outcome given the evidence provided.

Let me come full circle and repeat that if you have any further tangible proof that will help your case, please provide it. Without it, based on the photos to date, it's very difficult to come to any other conclusion than the one already given. You've asked XIM Tech to independently assess your specific case and circumstances and that has been done. I hope your review works out in your favour - we all love our XIM Apex and none of us want to see it break.

I'll leave it at that, have a good night. If you need anything from me, please let me know.
« Last Edit: 08:14 AM - 07/18/19 by antithesis »

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Offline WarCat

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #24 on: 09:31 AM - 07/18/19 »
Calling me an idiot because I disagree with what you are saying is not the way to go. My job is an Information Technology Specialist, and I have been doing that since 2009. I have dealt with many hardware issues.

You are clearly only reading to reply rather than trying to actually understand someones point of view. Insulting people is not going to get you what you want, nor is threatening for that matter (yes I already read your explanation, you believe that you are not threatening anyone, don't bother to explain this again)

I'll post this in a format that may be more familiar to you -- please take the time to actually read it, and don't just read it to reply based off emotion. I am not saying you are lying:

Quote from: Fatality913443
Please my friend, do some research, there is plenty of other incidents exactly like this

I did do my research, a handful of "broken" devices does not inherently prove that YOUR device was shipped to you defective, nor does their post prove that theirs was as well, or the quality of their product. You can see the white marks in those photos where stress has been applied to the device. (In reference to one of the other broken XIM devices that you have shared, I don't believe for a second that someone just woke up and their device did this by itself while they were asleep, perhaps something else, such as a pet, child, book falling off a shelf, or other person or thing did this during their sleep.)

Your previous statement:
Quote from: Fatality913443
Look right now it's working so I'm still a happy customer (In sense of it actually doing what it should be doing)

Your statement in response to my explanation on how my XIM still functioned, but was broken: (Further explained below, citing your earlier explanation that you can slide it back on "like a pen cap")
Quote from: Fatality913443
Also is it broken or is it not broken? It can't be both

I'm confused because of these two statements, you stated two opposites here.



Quote from: Fatality913443
Gee wizz, imagine a CSI saying "Nah not coming in today, just send me a few pics of the dead body and I will tell you EXACTLY 100% how this person was murdered", Yeah.. Nah doesn't work like that.

A CSI could look at a picture and see for example strangulation marks around a neck. In fact, it would be the medical examiner providing their opinion after a full autopsy. Can the CSI say 100% while looking at a photo that it was caused by strangulation? NO! Nor could they if they were on scene, because that is the job of the medical examiner after they have completed an autopsy. Since you want to use this analogy, You are REFUSING to send your device in for a proper "autopsy" and only showing pictures and demanding service.

You are NOT willing to pay the shipping cost only, if they deem that the device was defective.
You are NOT willing to pay the shipping cost + the cost of repair, which is reasonable.
You ARE willing to put in the time and effort to pursue action with the BBB and other entities, as well as the cost of layers etc? doesn't make sense to me


Quote from: Fatality913443
Thanks for your Input on a similar incident WarCat, although they are not the same. A lot of what you have said validates my claims.

I was hesitant to even post my experience because I had a feeling that it could be misinterpreted. The whole point of my post was to validate that excessive force had in fact been applied to the device, please state what part of my experience validates your claim. The symptoms of your device line up with what happened with mine after, how that excessive force happened may differ.

YOUR device symptoms vs my device symptoms.
Quote from: Fatality913443
The device actually still works (At first i thought it was busted, I've now put the case back on (Fits right on like a pen lid) and used it all of last night

1. I've stated that mine does this as well, that I can slide the USB back on and it works fine.
2. Obsiv pointed out the obvious similar markings in my post.
3. Your statement:
Quote from: Fatality913443
however it is quite loose and is a bit finnicky in the sense that it's like an old charger that needs to sit a certain way so it charges the phone
- Mine is doing the same, after the excessive force.
4. Your statement:
Quote from: Fatality913443
Again, this metal head has obviously not been soldered on properly and/or is weaker than normal for whatever reason as it has come off without damaging the actual motherboard in the usb, I'm not sure how this happens with excessive force, surely Excessive force means the entire thing is busted and wont work
- Again, I've stated that mine still works just fine, I only have to remove the USB header from the PS4 and slide it back on the XIM, which is what you said you can do as well.
5. I wanted to make clear that I knew exactly what caused my device to break in this manner, which caused those similar marks. If the solder was faulty to begin with, (only on the left side for example) you would likely only see the stress mark on the right side, as that would be where the the stress would be applied to cause the white discoloration (just my assumption, not a fact)

Quote from: Fatality913443
My "setup" don't move, hasn't moved in over a year, in fact my set up has been the same from before I even ordered the item. Also I don't plug anything in the back of my PS4, i have 2 usb ports in the front, and the only thing in the PS4 is the XIM and it's in the front.
Did you not understand or visualize what I have said multiple times? My XIM was plugged into the FRONT. I never plugged the XIM into the back. I was plugging another cable in the back, can't remember if it was the HDMI cable, PS4 power cable, Ethernet, or optical cable for my headset. I tilted the PS4 forward so I could better see the ports on the back. Picture it this way -- XIM plugged in front. PS4 tilted Forward like this: 3 backslashes (\\\) will represent the PS4 with the top representing the back of the PS4. An underscore (_) will represent the USB portion of the XIM.  A forwardslash will represent the XIM adapter piece (/)

What happened: \\\_/

See how the PS4 is tilted forward, the USB remained in the PS4 but the Adapter portion under pressure was bent upwards? The noise that I heard was the stress and audio response to the pressure which caused the discoloration at the stress points.

You are very quick to make insults and then act like you are the victim. Nobody said that you are lying -- just that you may be unaware of how the excessive force happened! You on the other hand, have insulted everyone involved and slandered business as well as people.

Offline OBsIV

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #25 on: 10:06 AM - 07/18/19 »
You are very quick to make insults and then act like you are the victim. Nobody said that you are lying -- just that you may be unaware of how the excessive force happened! You on the other hand, have insulted everyone involved and slandered business as well as people.

XIM APEX was built using components specifically designed to maximize reinforcement of the connectors. In fact, the enclosure is way thicker than I wanted it to be to accommodate this. Everything that can be said has already been said. Fatality913443 is welcome to send it back to us for review.
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