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[RESOLVED] Poor customer support options  (Read 1763 times)

Offline bskees

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[RESOLVED] Poor customer support options
« 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....
« Last Edit: 09:20 AM - 08/09/19 by mist4fun »

Offline The prodigy

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Re: This is literally this worst customer support ever
« Reply #1 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




Offline antithesis

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Re: This is literally this worst customer support ever
« Reply #2 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.

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Offline WarCat

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Re: This is literally this worst customer support ever
« Reply #3 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?

Offline bskees

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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

Online mist4fun

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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?
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Offline bskees

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Firmware: 20180501
Manager: 20180528
And all 4 console icons are shown.

Offline bskees

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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.

Offline piiwii

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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.
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Offline antithesis

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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.

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Offline piiwii

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Re: [ACTIVE] This is literally this worst customer support ever
« Reply #10 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.
Setup: XIM Apex, Titan Two, K780 keyboard, G Pro Wireless mouse, Logitech G440 mousepad, LucidSound LS30 headphones, Netduma router, Ubiquiti UniFi AP LR wireless access point

My RAINBOW SIX SIEGE Titan Two Mega Script: https://youtu.be/x-9NtxyySVM

What is a ballistic curve? Click here to learn more: https://bit.ly/2qzUAjg

Comprehensive guide on scissor style keyboards: https://goo.gl/UtkZyX

Find me on the ConsoleTuner (Titan Two) forums: pablosscripts

Offline bskees

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Re: [ACTIVE] This is literally this worst customer support ever
« Reply #11 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.

Online mist4fun

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Re: Poor customer support options
« Reply #12 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.
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Offline bskees

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Re: Poor customer support options
« Reply #13 on: 11:36 PM - 08/06/19 »
I get everything except the 4 green lights

Online mist4fun

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Re: Poor customer support options
« Reply #14 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

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