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[RESOLVED] XIM Apex - Falls Apart Mid Game.  (Read 2014 times)

Offline Fatality913443

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[RESOLVED] XIM Apex - Falls Apart Mid Game.
« on: 11:02 PM - 07/16/19 »
So I'm hoping to get some actual support from XIM about this as the company I've bought it from seem to have rocks inside their heads.

Quick Back Story : I Hardly ever remove the XIM Apex from my console, I've removed it probably 4 times MAX to do updates, other than those times it just sits in 1 spot.

I Have had no issues with the Product up until yesterday, I was playing Apex Legends, had played about 5 games with no issues. on the 6th game I landed and picked up a weapon, had to prepare for a gun fight, All of a sudden the device was struggling with making simply turns left/right to simply look around, It was acting as if the sensitivity was up way too high and it was super slow/non responsive, it would start to work normal, then start acting up again to the point where in the middle of a gun fight I was forced to just strafe left/right in order to kill the enemies as i couldn't even turn left/right wth the mouse.

It ended up fixing its self after i killed the enemies... I thought maybe it had something to do with lag or connection to the servers or some how the players themselves. Played the rest of the game out (Ended up dying a few mins later from that occurance). Next game It happened again, it was just unplayable at that point, I thought maybe it just needs to be reset or updated so I left the game and took out the USB.

Well to my amazement the USB Comes out. "Yay" however the metal housing (Part that actually goes into the USB Port) was stuck in my console... I'm thinking @#$%. That must be the issue. Had to use tweezers to remove it from console port, seems the Silver USB head hasn't been soldered on properly as it came out smooth, by smooth I mean this came out clean, the actual USB (Mother board part that is encased in that silver head) Is fully in tact and not damaged.

I mean i've touched this thing a handful of times, It sits in 1 spot it's entire life and when removed/inserted is removed/inserted as you would any other USB.

According to the Pictures i've sent to the retailer i purchased from, and according to the apparent XIM Technologies Warranty person, these pictures "Obviously show clear signs of EXCESSIVE FORCE"..... You can't be serious? Excessive force to insert/remove a USB?

I've bearly touched this thing? It sits in 1 spot, flush not raised up or hanging down, The issues literally starting mid game out of no where, the ENTIRE reason i took it out of the console was because it was acting strange and i thought it may need an update, It's evident that it was already having issues while it was being used, something out of my control.

I've seen others reviews and forum posts about this (Just looked them up today) And have seen some pretty bad reviews of it being fragile and flimsy, and i must admit the first time i took it out of the box it seemed..... Cheaply built, which i'm fine with as long as it does what it is intended to do and doesn't break apart on me (Should have no reason to).

I'm happy with the product, it works as intended and I would of been happy for a replacement (Repair from australia to america will take too long). However the retailer seems to have it in his head that there has been "EXCESSIVE FORCE" and he has only ever known of 1 other incident like this which the person apparently ADMITTED to this guy that he tripped on his cord and ripped it out of the console. - My console sits ontop of my PC Tower in a little nook on the left of my desk, Feet can not even get to the place where they would have to be in order to "Trip over a wire".

Regardless of how cheaply made it seems, I enjoy the product and believe that this has to have been a faulty item (Which the retailer seems to think is ACTUALLY IMPOSSIBLE to happen) - Note this. 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, maybe it just needed to be put back on properly(-ish, obviously not soldered on here) but it seems to have done the job, 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, this needs to sit a certain way so it doesn't basically fall out of the USB Port, which i managed to do late last night.

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 because "I've been sitting there for hours on end Jamming it in and out of the usb port, just cause'."

I'd like some actual support on this as i believe the retailer has contact XIM and poisoned their decision with his "opinion" And no one has even seen this product in person, they're going off some poorly taken pictures that don't justify the circumstances, and it seems that the entire situation is being jotted down to, "Those bad pictures looks like this, regardless of customers actual experience, we wont even consider that, YEP its 100% EXCESSIVE FORCE!" which just isn't right...

I Spent $200 AUD on this, more including shipping. In order to get it repaired outside of warranty, it will cost me around $140. so $340 this product? I mean for $200 alone i expect it to be a little more resilient to standard wear and tear which is all that has happened, I also expect the warranty to actually cover damages from such a flimsy feeling product, I mean i've used ALOT of USB's in my time and Never had i ever had anything like this happen, Like i told the retailer i could film myself buying a $1 USB, and actually using "EXCESSIVE FORCE" with inserting/removing into a usb port and i can garuntee that both the USB and PORT will still be in tact and usable...

This is not a rant at how bad the product performs, it does perfectly in my eyes what it is suppose to.. but we can all attest to how cheap it feels and something like this should be under warranty, considering most people never touch the bloody thing let alone EXCESSIVELY insert and remove it into USB Ports just cause'.

Please get back to me with next steps and who to talk to about sorting this out properly as it is well below par how it has been handled.

Thanks.
« Last Edit: 10:07 AM - 07/18/19 by OBsIV »

Offline antithesis

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #1 on: 12:41 AM - 07/17/19 »
Hi boys, this is my customer.

Long story short, after reviewing photos of the damage to a 5 month old XIM Apex, XIM Technologies determined that the damage to the unit is a result of excessive force and is not covered by warranty.

The damage includes white pressure marks on the plastic case that align with the USB head, and the metal prongs that weld the USB head to the PCB have been snapped off. Both are consistent with excessive force and have been assessed as such by the manufacturer.

XIM Tech has offered a non-warranty repair at a cost of about $95 AUD (pending exchange rates and postage cost confirmation) which the customer has refused. I originally estimated $130 AUD but hadn’t factored in the costs provided were already in AUD not USD. The actual quote provided to Fatality is $32 USD plus postage.

I’m happy to provide more detail if you’d like to review the decision and will upload the pics when I get back to the office.
« Last Edit: 02:02 AM - 07/17/19 by antithesis »

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Offline Fatality913443

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #2 on: 12:58 AM - 07/17/19 »
This guy, coming on here to fight his customer so the customer can't get a refund/replacement is hilarious. This guy is just trying to avoid being out of pocket for anything.

Nothing else is needed other than reading the Original Post. XIM has no reason to talk to this guy any longer as apparently you've done all that needs to be done on your end, XIM can deal with me directly now, I came here to deal with them directly, why you trying to hijack my support from the Manufacturer now too?

Why would i pay for a repair when the object is clearly faulty, at the price it costs to get it repaired, I may as well buy a whole new one, at least it would be brand new and not have even more potential to break even further and worse that it already has.

You claim "Excessive force" In order to SNAP it off the "WELDED" metal, but only excessive enough to cleanly snap off in the EXACT right parts that it damages nothing but the casing that comes off clean. Now lets get 1 thing clear, It's soldered not welded there's a difference. Learn it.

Get out of my post, you have nothing to add to this issue any longer, we have conversed, you have conversed with XIM, that's it mate. you're done now. I don't even think you understand what Excessive Force means at this point.

Offline antithesis

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #3 on: 01:01 AM - 07/17/19 »
The manufacturer determined that the damage was due to excessive force.

Iím glad to see youíve posted a thread and hope youíll accept the offer to repair the device from XIM Technologies.

Iíll send a PM to OBsIV, the creator of XIM Apex to ensure your post receives full attention.

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Offline Fatality913443

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #4 on: 01:07 AM - 07/17/19 »
Not good enough, hence why i'm here to talk to them and not you. You think i care you're an arse licker and are hoping to get special treatment in your case against mine? It's all good and well if they decide to stick to that story after actually understanding the circumstances and not just your forced opinion on everyone else. You are basically saying that is is physically impossible for there to be any other cause OTHER than excessive force which is untrue.

Please do make sure it gets all the attention it needs, arse lick less please.

Offline antithesis

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #5 on: 01:39 AM - 07/17/19 »
I'm not here to pick a fight Fatality, but there are two sides to every story. I'm not even really involved, XIM has already decided that the damage isn't covered by warranty.

As I've stated to Fatality from the get-go, I'm more than happy to provide a repair or replacement, if XIM determines that this is a manufacturing fault.

Unedited photos (full-size available at https://imgur.com/a/Kc5C8GE) -







Cropped photos -





I'll let you guys nut this out without me.

OBsIV, if you'd like to read the full email exchange, let me know. I've already forwarded it to XIM Tech support staff, as requested by Fatality.
« Last Edit: 01:59 AM - 07/17/19 by antithesis »

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Offline Fatality913443

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #6 on: 02:05 AM - 07/17/19 »
Is it excessive force or is it not? It can't be excessive force only enough to perfectly remove the silver USB head and not damage what's underneath? What you are saying doesn't Corroborate it being excessive force. Sorry to say this surely only happens if the device is already faulty. Had i known it was as fragile as it is and felt as cheaply made as it is, I probably would have never purchased it..

I'm happy with the device and what it does, but there are obvious faults with this product. Obviously now I've experienced this device i 100% have to have one, however if i were to have known prior to having this experience I would of thought about how something like this potentially could happen..

You're basically saying that it's 100% my fault, I must have ripped it out day in day out and stuffed it back in with crazy amounts of force, when in reality who honestly handles a USB like that? Especially one that is hardly ever touched as it just sits in the 1 spot for months on end. Get what i'm saying here?

Pretty hasty to be able to make a 100% Confirmation on it not being faulty without even seeing this device in person and not taking into consideration the entire history of the device and how it has been used. You are trying so hard to get out of having to be responsible for anything that you've come on to my post that i started to discuss with the manufacturers that you insist I do to belittle my claim with your half-arsed "Opinions" and no actual fact.

You have to be on the top of my list for Worst ever companies to ever purchase from. Congrats. (note this is not XIM Tech, but ModSquad). Steer clear unless you want to be harassed and followed around with opinions and non-factual evidence.

Offline antithesis

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #7 on: 02:20 AM - 07/17/19 »
Pulling the XIM Apex out of the console at an upward angle would be consistent with the damage. But once again, what I think happened is completely irrelevant,  I'll leave that judgment up to those who know better than I. XIM Technologies support staff deemed the damage to be due to "excess force". I sent you those emails.

I'm not sure where you get the idea I'm harassing you, I've simply replied to all of your emails both promptly and courteously. I'm doing the same here and have sent PMs to the bigwigs to make sure they see the thread.

I asked you to follow this up with XIM Technologies if you were unhappy with the outcome. I asked you to post a thread on this forum and provided a direct link. I asked you to take more photos to support your case. I researched postage cost and exchange rate conversions to provide an AUD estimate of the repair cost. I've stated repeatedly that if XIM says that the damage is covered by warranty, we'll provide a repair or replacement. I'm not sure what else you want me to do ???

In return, I've been threatened, intimidated, bullied and insulted. I'm not even really involved here, you're shooting the messenger.

I'd suggest perhaps letting tensions simmer and leave the thread alone for OBsIV to reply. It's 2.30am in the US, this won't be seen until tomorrow morning.

I have nothing further to input, so I won't be replying anymore and will await OBsIV's review.
« Last Edit: 02:47 AM - 07/17/19 by antithesis »

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Offline Fatality913443

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #8 on: 03:02 AM - 07/17/19 »
LOL Thank god, maybe finally now you will stop replying to every message i finish our conversation with.

Intimidated by what? Me telling you i am a consumer and have rights and will use everything at my disposal to seek justice as you keep blatantly forcing your opinion upon myself and anyone that is now involved in this situation and trying to pass it off as FACTS. Hilarious.

Bullied and insulted, you must be getting confused with my opinions and frustrations, Maybe you should seek help from a psychiatrist to help you get over your issues instead of blaming me for your mental issues.

And threatened that's a good one. Must have struck a nerve when I told you I will be talking to consumer affairs which is still yet to happen, but don't worry that is still to come, sorry you think that is a threat.This is merely what i am planning on doing to cover all bases.

Yet again trying to do anything possible to get a leg up so you don't have to be responsible for any costs, You're a joke. Please don't come back to my post asking for support from the people above you, and please stop trying to stain the claim.

Never met anyone in retail that has acted as you have from the get go, I suppose the internet is a wonderful place for the likes of you, enjoy it.

Note : Not once has it been taken out in any angle other than directly out, directly in as you do with ALL USB's.. I literally have to remove and insert my KB & Mouse everytime i decide to use the XIM, yet these USB's are still in tact and have been done so about 100 times if not more. But apparently inserting and removing the XIM Apex 3 or 4 times is enough "EXCESSIVE FORCE" to break it, but not break it. This make 0 sense, thanks for pointing that out buddy.

Also these "Marks" you so clearly like to point out, are obviously signs of the Metal Head coming off, It's obvious that it has detached hence how it was stuck in the console USB Port, Maybe the reason those marks are there is because in fact the USB was taken out of the Port and in the motion of removing it and the head staying in place, that is when/how the marks happened?

This is all beside the point though, because the device started to act up mid game and the only reason i took it out was because of it acting up so bad, so explain to me how the device starts to play up when it hasn't been touched for months and had yet to be taken out of the console for the head to stay stuck inside the port? (This is a rhetorical question, you need not answer it and continue to bombard my post)

This is getting out of hand, this guy is attempting to take the high ground and has from the start of conversing with him, yet had no reason to hijack this post and it is incredibly unprofessional.

Taking all things into consideration, and deducting the fact that this bozo gives you money for your products and on-sells it and that you possibly have rapport with him, you can clearly see how he has tried to poison the outcome of this situation.
« Last Edit: 03:10 AM - 07/17/19 by Fatality913443 »

Offline antithesis

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #9 on: 03:58 AM - 07/17/19 »
Lesson learned - my mistake was to actually try to help. Got it. I'm sorry Fatality, won't happen again!

What I should have done is request the photos, forward them to XIM Tech, forward back the warranty claim rejection and provide the non-warranty repair information as the sole remedy offered by the manufacturer. You're right, I shouldn't have responded to your emails.

Instead, I tried to provide as much detail and information as possible to help you get what you want. I tried to explain the process and XIM's subsequent decision to reject your warranty claim, which you've misconstrued as my opinion. I provided other avenues you could take to get a second opinion rather than hanging you out to dry. All I've done in this thread is fill in the gaps so the XIM folk are fully informed of their own staff's decision.

For the final time, if XIM Technologies wants me to provide a repair or replacement due to a manufacturer defect, that's exactly what I'll do and I'll do it gladly. But you need to accept that the people who manufacture the product and provide the warranty are the most qualified to make that determination.

Demanding a replacement or refund at the first whiff of the word "warranty", reporting my business to the ACCC and consumer affairs if you don't get a replacement and threatening a brute-force refund is not going to ingratiate you with anyone. You're not alone in "never having met someone in retail who has acted as you have from the get go". The internet is indeed a wonderful place :)

A business has legal protection too under consumer law. A customer has no right to a return for repair, replacement or refund due to misuse and/or wear and tear. Based on the photos you provided, your XIM Apex appears to qualify on both conditions, hence the non-warranty repair offer by XIM Tech. That decision had nothing to do with me and my opinion never entered the equation.

I don't know why I feel the need to explain all of this again, it'll just loop back to the same point in the next post, so I'm done here. I'll leave it to you to discuss with OBsIV, hopefully you'll accept his decision. Whatever he decides, I'll accept.
« Last Edit: 05:48 AM - 07/17/19 by antithesis »

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Offline Fatality913443

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #10 on: 06:52 AM - 07/17/19 »
What I should have done is request the photos, forward them to XIM Tech, forward back the warranty claim rejection and provide the non-warranty repair information as the sole remedy offered by the manufacturer. You're right, I shouldn't have responded to your emails.

Pretty much exactly all you needed to do considering you're just the middle man. You need not reply to my email when I have said we are finished conversing, yet you continue to do so. Even now.

Instead, I tried to provide as much detail and information as possible to help you get what you want.
You were never trying to help me get "What I want" you from the start said that I would be rejected for warranty based off of your opinion.

I tried to explain the process and XIM's subsequent decision to reject your warranty claim, which you've misconstrued as my opinion
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?

I provided other avenues you could take to get a second opinion rather than hanging you out to dry. All I've done in this thread is fill in the gaps so the XIM folk are fully informed of their own staff's decision.
You already knew I was going to be in contact with XIM regardless of being in contact with you, you didn't give me any other "avenues" that I wasn't already aware of, and you're not "Filling" In any gaps, You apparently did all of that when you "Communicated" with them and they rejected the warranty, so you being here is just your attempt at trying to make the consumer look like the one at fault, with all of you're EXPERT analysis's from a couple of pictures.

For the final time, if XIM Technologies wants me to provide a repair or replacement due to a manufacturer defect, that's exactly what I'll do and I'll do it gladly.
Yes you will, also don't forget the ACCC and BBB if I must, Which I will be in contact with over the next week. Again just my Road-Map, not a threat you can calm down.

But you need to accept that the people who manufacture the product and provide the warranty are the most qualified to make that determination.
Maybe so, however each case is unique and all thins need to be considered. And in this case not everything has been and apparently decisions can be made off of a few pictures and not actually visually inspecting the device.

Demanding a replacement or refund at the first whiff of the word "warranty", reporting my business to the ACCC and consumer affairs if you don't get a replacement and threatening a brute-force refund is not going to ingratiate you with anyone. You're not alone in "never having met someone in retail who has acted as you have from the get go". The internet is indeed a wonderful place :)
Never demanded anything, however expect something still in warranty to be upheld when there is clearly something that wouldn't normally happen, happening... I mean you admit that this isn't happening very often and you've had yours for 2.5 years, however with just regular wear and tear (According to you EXCEEDING FORCE) has some how damaged this 5month old device enough to Break it, but not fully break it, just perfectly enough that it isn't actually damaged in side, and still technically works, but just happened to be damaged just right in the right spots for the right amount of time for these 2 areas of the device to perfectly come off without any other issue, very coincidental. :)
 
A business has legal protection too under consumer law. A customer has no right to a return for repair, replacement or refund due to misuse and/or wear and tear. Based on the photos you provided, your XIM Apex appears to qualify on both conditions, hence the non-warranty repair offer by XIM Tech. That decision had nothing to do with me and my opinion never entered the equation.
Yeah yeah, We will see about that. There has been no misuse and it indeed has only been regular every day wear and tear which has obviously taken it's toll on the cheap materials used on the device that was already weaker than it should be. I believe your "opinion" has directly poisoned their "decision" as they are using almost the exact wording you have used before you even sent in the Warranty Form and started communications with them. Funny how that works?

I don't know why I feel the need to explain all of this again, it'll just loop back to the same point in the next post, so I'm done here. I'll leave it to you to discuss with OBsIV, hopefully you'll accept his decision. Whatever he decides, I'll accept.
I don't know why you feel the need to constantly harass me and follow me around basically talking on XIM Tech. behalf. You literally are telling me what they are going to say, without me have even spoken to them, You've now corrupted this entire situation with your blatant attempt at poisoning the claim, which i will have to say is probably going to work, considering your relationships with the company and how you apparently already know what they are going to say, since you said it to me before the Warranty was even submitted, then came back at me and said they said pretty much the exact thing, word for word.

You had no right to come here and stalk my post and force yourself into MY claim/appeal of the situation, You and I were done with conversing from the e-mails which you wouldn't stop e-mailing me after I told you we were done, Now you are here doing the same thing.

I believe I never asked you to get me any INFO, you just did it. All i was interested in was the warranty and having it replaced or fixed in a timely manner. You also say that I need to send in pics for XIM Tech. to review, and then you proceed to review said photo's and give me your opinion about how i will be rejected.

You, Nor I OR Xim Tech unless we have the exact person who happened to build my exact product know if this was even soldered on properly during the manufacturing process and to continue to put the entire blame on the customer without even considering that there could have been a fault with this particular item is madness.

Picture or NO picture you can't sit there and say 110% that it was never faulty from the beginning. It's quite naive to think that way from both XIM warranty and yourself. There is always the exception, and from what I've been seeing when looking for them is there is quite a few that's actually happening. But you claim it isn't very often, which just cements my clause at the fact that it's a unique situation and everything should be considered.

Again like I said, this is actually still working, Once i put the USB Head back on like a pen lid there has been no actual issues other than it being a little wobbly, however it also cements the fact that if there was so much "Excessive Force" used, surely it would of broken more than just those tiny little soldering that has come loose.. Basically from how i see it. This product was possibly never soldered properly on either one or both sides, eventually the side that didn't get compromised first will fail under regular wear and tear... This is what happens to ANY product that is faulty, It's not actually Faulty until it stops working as intended, Surely you can see that.

So from this point forward you no longer need to talk to me, I do not want to converse with you, I have not wanted to since a few E-Mails ago. So i tell you now to refrain from talking to me, at me, or about the situation as our business is over and if you must "Fill In" your little blanks you can do so at the request from someone who requests it. If i want to talk to you, I will directly Talk to you via e-mail. So any further comments at this point is full blown harassment.

To XIM Tech. You pretty much have everything you need in this debacle. I will reply to anything deemed necessary. I have some pictures of other people experiencing same issues as me, reviews about it and pictures of their item.

In the end I feel like it broke unnecessarily early and not as a result of Excessive Force as again I barely touch this product.

If this entire topic has not been read, I suggest reading the entire thing to get a grasp of the overall situation/treatment of said acquaintances, Reading this entire thread will pretty much clear EVERYTHING up with little to nothing missing and in need of "Filling In".

There needs to be more as a Customer, and for Future customers that there is alot MORE thought, empathy and actual evidence before having the customer labeled as a liar and made to look like there is no possibility that it could be a fault on the companies end. After all us Customers are the ones that have paid you guys money for a product that we EXPECT to last at-least the warranty period with regular wear and tear, and for this price it should be lasting alot longer, which is only more proof of there being a fault with this particular device.

Best Regards
« Last Edit: 07:03 AM - 07/17/19 by Fatality913443 »

Offline mist4fun

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #11 on: 09:24 AM - 07/17/19 »
I'm sorry to hear about your damaged APEX. Unfortunately I can only offer product support here, warranty and store related questions should be directed to our store which you have done. I'll leave this for Obsiv to comment on if he would like otherwise I recommend directing future questions to our store using the link below.

https://store.xim.tech/crm.asp?action=add
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Offline OBsIV

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #12 on: 10:55 AM - 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?
Get the most out of your XIM NEXUS, read the XIM NEXUS Support FAQ.

Offline WarCat

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #13 on: 11:47 AM - 07/17/19 »
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. 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 donít see this happening without some kind of outside intervention. 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 donít see how that could happen without force being applied.

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Re: XIM Apex - Falls Apart Mid Game.
« Reply #14 on: 12:01 PM - 07/17/19 »
Thank you WarCat for sharing your experience with this sort of thing. It's very helpful and relevant to this discussion we are having here.
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