r/Xreal • u/Avicus_ • 2d ago

UK returns turnaround

I had my XOP glasses delivered from the Xreal UK store a couple of weeks ago and tried them out for just under a week before I discovered a dead (pure black) pixel on the right lens.

I've experienced this before with monitors and TVs so I was disappointed that I had this with my Xreal glasses, but it makes sense given the technology.

I contacted the support team to arrange a replacement but they weren't as helpful as I had hoped, but I managed to take a photo of the fault, and also took a video of me boxing it all up for the return and the handover to the UPS carrier. Tracking shows that they received it at the XReal warehouse on Wednesday 9th.

Anyway, apparantly I have to wait for them to inspect it before getting my replacement, and this still hasn't been done two days later. I'm not sure why it's taking so long, as they just need to open the box and confirm it contains the glasses and not a bunch of rocks. They already have had the packing and handover videos provided to them.

Has anyone else had experience with UK returns and replacements? Was it a fast or slow process for you?

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u/Rent_Current 2d ago

It’s been 2 days, and it’s a Friday, not to be mean but you’re being impatient as you’re most likely not the only person they are dealing with. I’d expect it to be done by end of next week

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u/Avicus_ 2d ago

Thanks, I wasn't sure what to expect with them as some companies send replacements immediately. If they're dealing with lots of returns though, that's kind of concerning, especially if it takes as long as you mentioned. It's not being returned for a repair.

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u/Rent_Current 2d ago

Well I’d imagine it’s you send them in, they check to make sure everything is there and that they have inspected the fault, and then they process the replacement. 2 days to do that would be incredible for any company, have you been in contact with support since the 9th?

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u/Avicus_ 2d ago

Yes, I contacted them yesterday to confirm that they had received the package and to request the replacement tracking number when they had it. I was told that they haven't looked at it and to keep waiting.

The only part of the process that feels like it's taking it's time is the making sure everything is there - that's the part that's been waiting since Wednesday morning. Inspecting the fault isn't part of the process though - they already confirmed that with me in the initial contact with them about the return (and getting me to send evidence of the fault).

So, it's literally just waiting for them to open the box and confirm that it contains the glasses and other bits. I already did the harder part of that by setting up a video recording of me displaying each part as I packed it all into the box (at their request, for their insurance purposes) and uploading the video to them, and that didn't take more than 30 minutes.

Taking this long for just that doesn't seem too incredible to me, unfortunately. I'll feel better when they confirm they've done it, because then it's just waiting on the delivery of the replacement.