“Perfect timing for a review! I received my EXL05 cable last week and after establishing it was the incorrect cable I wanted to take advantage of the 30 day return or exchange offer that xtrons have. I’ve emailed 3 times now requesting communication and received absolutely nothing in response! This delay has put my project back severely and has caused me to have to put my car back together again! To say I’m disappointed is an understatement and I’m just glad I only bought a cable and not a head unit too. This failure to respond has resulted in me having to commence a chargeback via my credit card company. Disgusting customer service and I will never use you again.
Ben Smith”
Hi Ben,
We're really sorry to hear that your experience didn't meet your expectations.
We're sorry that all your emails were mistakenly marked as spam and we were unable to respond in a timely manner.
We want to ensure you have the best experience possible, so please feel free to reach out to our other support team at techsupport@xtrons.com. We’re here to help and will do our best to assist you with the issues you’re facing.
Kind regards
XTRONS team
“After installing correctly the strong lights just flashed once or twice and that was it. ongoing complaint
And ut won't let me upload the video evidence”
Hi Mark,
We're really sorry to hear that your experience didn't meet your expectations.
This is due to a bug handbrake cable, which can be fixed by cutting the cable.
We want to ensure you have the best experience possible, so please feel free to reach out to our support team at hello@xtrons.co.uk or techsupport@xtrons.com. We’re here to help and will do our best to assist you with the issues you’re facing.
Kind regards
XTRONS team
“After many hours of careful research, I purchased a 10.25" Xtrons Android Head Unit for my 2013 BMW 320d GT F34. There were many other much cheaper and better spec versions on the web of course but I decided to go for quality not price. After ordering, I was impressed that “Stella” emailed me to check that I had the correct unit for my car, so far so good!
I was even tempted to fit this myself but used Xtrons' recommended installer Philip in Langley, Slough. I was really looking forward to this upgrade for my Satnav and Infotainment System, I have the older 4mb ram and 64mg rom version as that was all they were offering.
After trying to fit this for me on Friday 11th April at 15:00 the engineer Philip, said "I think you've bought the wrong unit" this one does not integrate with your car!
He is the Xtrons recommended expert, so I believe he knows what he is doing.
I now have a very expensive lump of plastic in my boot and am awaiting the result of his "chat" with tech support in China. Now I am not happy with Xtrons at all. I wasted the two hours driving there and back and 1.5 hours with the engineer, what a disappointing afternoon!
I really wanted to give Xtrons and Philip a great review on here, but currently I am unable to do so of course!
Time to test their customer support, is it going to be any good after all.
What is going on Xtrons?
Tony”
“While I brought the item off you I did ask 3 weeks ago would I need said item, you never replied. Then said item turned up looking worst for wear.poor customer service.”
Hi Darren,
I’m really sorry to hear that your experience didn’t meet your expectations. It's concerning to hear that you felt ignored when reaching out to us, and I apologize for any inconvenience that caused you.
We want to ensure you have the best experience possible, so please feel free to reach out to our support team at hello@xtrons.co.uk or techsupport@xtrons.com. We’re here to help and will do our best to assist you with the issues you’re facing.
Thanks for your feedback, and I hope to hear from you soon. We are happy to replace it
Kind Regards
“Items arrived quickly, however i've being trying to message Xtrons through their website about a problem i have & have had no response to my problem.
So supplying goods very good, but just don't try their messaging service as they don't respond.”
Hi!
Im sorry to hear about your experience. Did you know we have plenty of ways you can contact us? we have techsupport@xtrons.com, hello@xtrons.co.uk, Mario@xtrons.co.uk and many more, for example official installation group on facebook where over 2000 people in the community are trying to help the best way they can :)
drop me an email on Mario@xtrons.co.uk and im sure we can work something out to keep you satisfied
Kind Regards
“Really disappointed. The unit worked fine for one day then stopped. I’ve sent email after email trying to get either a replacement or a refund and so far I’ve had little to no response apart from trying to see if the cigarette lighter will power the unit?!?!? What a joke. I hope someone from XTRONS reads this as I don’t know what to do moving forward apart from contacting my credit provider and seeking a refund.”
Hi! I am very sorry to hear about your experience. I am more than happy to help. Please contact me on mario@xtrons.co.uk , I am sure we can find satisfying solution.
Id like to note, that apart from customer service emails, we also provide help on social platforms, we have official installation group on FB where you can ask questions, and find solutions, and we also have forum :) Plenty of ways to get help, So contact me on my email, and ill try to keep you satisfied
Kind Regards
Mario
Customer Satisfaction Team
HI! Looks like DPD tried to deliver 3 times, and failed so the parcel came back to us. You should get automatic refund. Please contact me on Mario@Xtrons.co.uk so i can assist you further on the matter. Ill be happy to help.
Kind Regards
Mario
“Sadly both drop down DVD players were faulty having the same issue of not being able to grip a disc properly and just spinning freely. Customer service was ok but several days delay in responses.”
Hi! I am very sorry to hear about your experience. I have tested both of your units and both were working fine :)
Kind Regards
Mario
Customer Satisfaction Team
Hi! I am very sorry to hear about your experience. We did sent the parcel out according to our system, but after contacting DPD looks like they have lost the parcel.
I will send you new one, for tomorrow delivery :)
Again, I'm really sorry for the delay.
Kind Regards
Mario
Customer Satisfaction Team
Hi! I am very sorry to hear about your experience. I am more than happy to help. Please contact me on mario@xtrons.co.uk , I am sure we can find satisfying solution.
Id like to note, that apart from customer service emails, we also provide help on social platforms, we have official installation group on FB where you can ask questions, and find solutions, and we also have forum :) Plenty of ways to get help, So contact me on my email, and ill try to keep you satisfied
Kind Regards
Mario
Customer Satisfaction Team
Hi! I am very sorry to hear about your experience. I am more than happy to help. Please contact me on mario@xtrons.co.uk , I am sure we can find satisfying solution.
Kind Regards
Mario
Customer Satisfaction Team
“Unfortunately, very poor experience. longer screws where needed. Originals unbelievably short. And bracket was pooor fitment.
And person, named Stella, couldn’t even give me dimensions. So I could buy myself. Not happy.”
Hi! I am very sorry to hear about your experience. I am more than happy to help. Please contact me on mario@xtrons.co.uk , I am sure we can find satisfying solution.
Kind Regards
Mario
Customer Satisfaction Team
“It's good. I got the product and it works fine. I paid extra for next day delivery, ups messed up delivery they lost my parcel and I had to wait 2 days extra for the parcel to finally arrive. Pretty annoyed, they lost it and found it again even though I payed for next day delivery so that was a waste of my money”
Dear Ben,
Thank you so much for taking the time to share your experience with us. We're sorry for the inconvenience caused to you by the UPS delivery.
We understand that you paid extra for next-day delivery but still have to wait 2 days extra for the parcel. I'd suggest you to request the part refund of the delivery fee from UPS. Also, we will send your feedback to our delivery partner UPS to improve the delivery service.
We really appreciate your kind understanding and consideration.
Wish you all the best,
James Long
“Came quickly and very well-packed. Unfortunately, I found it very hard to install/set up will not connect to Oem system. It has no sound and has brought warning signs up my dash. I have contacted tech support 2 times with no reply so I am trying to return it. After-sale customer support is non-exsitant.”
Hi Neil,
Thank you for your feedback on Xtrons UK!
We are sorry for the inconvenience you encountered.
I checked our email system, however I can't find a transaction between us. I am afarid that the email you sent is lost or mis-delivered.
Regarding to the after-sales tech issue, would you mind contacting our after-sales team by this email again?
Our tech support team email is techsupport#xtrons.com （Replace # with @)
Once we get the info, our tech support team will study it carefully and help you find a good solution as soon as possible.
In case you have any other questions, you can also contact me by my personal email long-james#xtrons.co.uk (Replace # with @)
Thanks very much for your kind understanding.
Best regards,
James Long
“I ordered this decoder to aid the install of an aftermarket head unit which said it worked ! It doesn’t ! No way of telling if it’s actually working or not !! I need a refund or you to send out a tested working one !”
Thank you, Thomas, for taking the time to provide your feedback on Xtrons UK. We apologize for the unfortunate experience you had.
Regarding to the tech issue, have you contacted our after-sales tech support team yet？ If not, would you please have a try first and tell us the entire error message? It would be better if you could take some pictures or shoot a short video.
Our tech support team email is techsupport#xtrons.com （Replace # with @)
Once we get the info, our tech support team will study it carefully and help you find a good solution as soon as possible.
Thanks very much for your kind understanding and giving us the chance to solve this issue.
“PURCHASED A CAR RADIO WHICH WAS DELIVERED BY UPS WHO LEFT MY ORDER ON THE FLOOR OUTSIDE THE PROPERTY IN PLAIN SIGHT OF A BUSY ROAD.
THE RESULT WAS THE ITEM WAS STOLEN.
I AM IN DISCUSSION WITH THE SELLER AND PAYPAL TO GET A REFUND
GARBAGE SERVICE!!!”
Dear customer,
Thank you for alerting us to your unfortunate experience with the delivery service. We are deeply sorry that your order package was stolen. We understand the frustration this may cause and we take your feedback very seriously.
By the way, have you contacted your local police station to investagate it for you? If not, would you please give it a try first.
We value your feedback and we sincerely hope everything will be fine with you.
Best regards,
James
“Purchased android screen and MOST adapter for my lexus that was supposed to fit my car, but none of the wiring fits, trying to return it, but can't get an answer from Xtrons. Very disappointed with the misleading information and very poor customer service”
Dear Danas,
Thanks for contacting us. Sorry for the inconvenience you encountered. I checked our email system and found you have already submited a email and our after-sales team is following up your case.
Please don't worry, our after-sales team will find a best solution for you.
Thanks for your kind understanding.
Best regards,
James Long
“I bought a headunit from these people and then I wanted to ask some questions about the unit and fitting? I sent several emails with no answer or acknowledgement what so ever! I think I should return the unit if I cannot get any sort of after sales service! this is appalling behaviour and not the way to treat a new customer! Looks like you're on your own with this company - don't expect any help or support! Bad news! BMW E39 model, Taylor made for E39 version and it doesn't appear to work anyway- what a joke!”
Thank you so much for the feedback, Paul. We apologize for the inconvenience.
Our tech support team work 24/7, so normally you will reply reply within 24 hours. I have checked all our email system but still can't find any transcriptions between us. I am afraid that your email was lost or mis-delivered.
Would you mind trying again to send a new email and provide more details such as the entire error message? It would be better if you take some pictures or a short video.
Once we get the info, we will do our best to find a good solution as soon as possible.
We also provide live support on UK, so you may also try to go to our website www.xtrons.co.uk to try the live chat support too.
In case you still can't reach our tech support team, you can contact me, my personal email is: long-james#xtrons.co.uk (Replace # with @)
We would appreciate the feedback and would like to make it up to you. Again, thank you for bringing this to our attention.
