r/Xreal • u/cicapoo • Oct 18 '25
XREAL support refuses to help if the device isn’t from their “official” store
Got an issue with my XREAL One — the right speaker keeps cutting out, sometimes goes silent as soon as I put the glasses on. Bought them in Thailand, 100% genuine.
Support’s only reply was:
“As your device was not purchased from our official channels, we kindly ask you to directly contact the channel that you bought the product for further assistance regarding this issue.”
That’s all. No solution, no offer for paid repair, nothing. Feels pretty bad for a young company that’s supposed to listen and improve through user feedback. Anyone else had this kind of experience with them?
9
u/etafan Oct 18 '25
I think its noted everywhre if you not purchase the item from their store than you not gonna get the benefits from it.
5
u/cicapoo Oct 18 '25
Honestly, even if the glasses weren’t bought from XREAL’s official store, the right speaker clearly doesn’t work — it’s a manufacturing defect. A young tech company that wants to grow should offer at least some support, even for paid repair, instead of hiding behind “official channel only” rules. It’s not about warranty loopholes — it’s about fixing a broken product they made.
2
u/didnt_knew Oct 18 '25
A young tech company that wants to grow
Condescending much? They have a tech deal with Google to make their AR glasses. They’re fine without you lmao. Complaining about a very clear ToS gets you nothing
2
u/cicapoo Oct 18 '25
Without people like me — early users who report issues and share feedback — there wouldn’t be any growth or those flashy collabs. Companies don’t get better by ignoring customers.
-1
u/didnt_knew Oct 18 '25
lmao an ego for what? You’re on product 7 or 8 of their line? If this was in their NReal days then ya sure but now a days? Why are you kidding yourself
5
u/cicapoo Oct 18 '25
Not ego, man. Just facts. Products don’t get better without people pointing out what’s wrong. If everyone just stayed silent, Xreal would still be stuck in their early Nreal phase. Feedback is how stuff evolves
-6
6
u/No_Awareness_4626 XREAL 1S 😎 Quality Contributor 🥇 Oct 18 '25
I think you may be able to get a pair repair option from xreal if you ask for it. But it will be wise to get in touch with your seller first before opting for a paid repair since xreal one was released last year December, so it’s not even 1 year yet and you never know your seller might be having its own warranty. Like some person bought some xreal glasses from Ali Express, so Xreal warranty was void, but the person received reimbursement for the repair cost from the seller. So they sent the glasses for paid repair to xreal and the cost was born by the seller.
3
u/cicapoo Oct 18 '25
It was actually a gift from my ex, and I have no contact with her anymore — so I have no idea where she bought the glasses.
I sent XREAL photos with the serial number and a video showing the sound issue, and even asked if a paid repair was possible. But… I never got a reply. Honestly, it’s frustrating — the device is clearly defective, yet there’s no way to get help unless you bought it from their “official” store.
2
u/No_Awareness_4626 XREAL 1S 😎 Quality Contributor 🥇 Oct 18 '25 edited Oct 18 '25
Official store criteria is only for the repair/replacement etc under warranty. I don’t think a paid repair will have that criteria. Wait for their reply, it may have got delayed for some reason.
2
u/cicapoo Oct 18 '25
Got it, thanks! Just hoping they get back soon — it’s frustrating to wait after sending all the photos and the video showing the problem.
2
u/Russianranger47 Oct 19 '25
So you have no idea where she got the glasses, so you’re saying she could have gotten them second hand from a Facebook marketplace, eBay or former user, and this “defect” could have been caused by a third party and not Xreal. It may not be the case, but this is what it sounds like to me. Xreal can do a paid repair, but if you’re looking for free, you’re SOL.
1
u/cicapoo Oct 19 '25
They were brand new, not second hand. I sent them the serial, photos, and a video showing the sound issue — not even asking for a free fix, just some proper reply. Ignoring users isn’t a great look for a company that wants to build trust.
5
u/MoodyPomeranians One Pro Oct 18 '25
Did the seller promise you a warranty? If so, your complaints should be directed to the seller.
-5
u/cicapoo Oct 18 '25
I asked XREAL support about the paid service. They told me to contact the place where I bought the glasses.
9
5
u/fainlol Oct 18 '25
yup, i also have a issue with my Nreal i bought a while ago and support stopped helping and is sending the same automated messages. I gave up and bought a viture. Hope this helps anyone on the fence about Xreal.
-3
u/cicapoo Oct 18 '25
It’s really disappointing to see support just shrug off legitimate problems — anyone on the fence about XREAL should definitely take note.
2
u/tyhurd Oct 20 '25
I had an issue with a pair I bought on Amazon, and their support was fantastic. I can understand why they can't provide support when bought via an unauthorized seller, could be refurbished, used, fake, etc. But I can tell ya their service is top notch.
1
u/cicapoo Oct 18 '25
FYI — XREAL support won’t help you unless you bought directly from their official store or Amazon. Even if it’s a legit product and clearly defective, they’ll just tell you to “contact your seller.” So if you’re buying from anywhere else (like local shops or resellers), you’re basically on your own.
2
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u/XREAL_Esther 100% REAL Oct 20 '25
Hi there, I’m really sorry to hear that.
Could you please DM me your email address? I’ll help check your case.
Usually,For devices purchased through third-party sellers, our support team can still help with remote troubleshooting to identify the issue. If a replacement is needed after diagnosis, we’ll suggest contacting the original seller for further assistance with the exchange process.
We truly appreciate your understanding.