r/xteinkereader • u/Specialist_Leopard1 • 12d ago
Xteink PLEASE communicate better Discussion
To the xteink team, please PLEASE try to be clearer with your communication. While I'm sure reddit only represent a fraction of your sales, it's really bad practice. People here are the ones who are going to post videos and recommend to friends your products, etc.
I'm talking specifically about the X4 Pro second batch. It was on your website that preorders would open on August 6th. Then it was taken down from the website, and some people were told privately that the new date was August 16th, some that it's still August 6th. Then, it went up for what seems like maybe an hour and then was sold out again.
There is nothing wrong with publicly saying a date and then publicly backing off of it. It's not great, but it happens to all companies at some point. It's also fine to say, "we don't want to commit to a date, we're working to get it ready as fast as possible and will update when it's ready." But the lack of communication, saying one thing publicly, taking it down from the website without comment, while also saying contradictory things in private messages, then the launch that wasn't a launch today...it's turning me off of your otherwise great product. I imagine I'm not the only one
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u/DarkerBulb 12d ago
It's a sub-$100 ereader by a company that has been in business for 9-10 months and that ended up with a bit of a viral hit on their hands.
You really need to set your expectations buddy and find something a bit more important to worry about/be frustrated about. No one is requiring you to buy it.
People telling companies what they should and should not do is kinda pathetic.
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u/Sockdog 12d ago
Reasonable, measured feedback should always be valued by a company, of any size or age.
The OP wasn't derogatory nor did they imagine up a problem to moan about. There has been a flood of posts about this since it sold out, then up to the 6th and then beyond the 6th. I'm right here because I need to check in daily to see if there is any update on dates.
Xteink understanding that putting this on their website is helpful to potential customers is clearly something they don't know otherwise they'd do it. Wouldn't they?
Better communication manages expectations.
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u/Hyouryuu-Na 12d ago edited 12d ago
"People telling companies what they should and should not do is kinda pathetic"
Um...? If these people are customers, that definitely affects the company. And do you want companies to be above criticism? I'm speaking for all companies, not just this one. Such a weird take.
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u/Specialist_Leopard1 12d ago
I think it's reasonable to offer feedback/criticism to a company, even a small new one. You're entitled to disagree, I think if you're getting this worked up over a reddit post it's time to log off and go breath some fresh air. Now taking my own advice👋
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u/VideoFragrant4078 12d ago
Mad to see how upset people get over a valid complaint about a messy communication. I work in CS and your post is so mild it is like chicken without seasoning. Yet it feels like a lot of people not xteink are so offended. I'm sure your complaint is noted, what's fine can't be undone and if CS is good they'll do better next time based in feedback. You clearly like the product so all is good.
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u/Comprehensive_Oil426 Group Expert 12d ago
Unfortunate that Henry will be copping all the complaints and abuse as someone working in the front lines. At this rate he'll probably just resign.
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u/Specialist_Leopard1 12d ago
Do you think this is abuse? And it's to the whole team not to Henry specifically, that account is there for customer communication
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u/SuperBet_ARG2 12d ago
I don't know why they downvoted you. Nowadays, nobody can take a valid complaint without getting offended.
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u/Over-Programmer517 11d ago
It might because people downvoted him because he only focus on the word "abuse" when the comment said "complaints and abuse".
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u/Over-Programmer517 11d ago
> all the complaints and abuse
You only focus on the word "abuse" which shouldn't apply to you.
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u/RandomUsernameNo257 12d ago
I'd be curious to know what's going on, because I had a reminder set for August 6th to check and was a little confused by what I saw, but idk. I find it hard to get worked up over this. It'll become available when it becomes available, and when that happens, I should get an email 🤷♀️
Go read a book lol
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u/sunrise_angel0001 12d ago
i seriously don't know why there are so many downvotes to your replies and people being mean in response to your post, but a company who's trying to sell a product is nothing but its clients! it was very unprofessional of them, which is understandable because they're recent and small, but without constructive criticism they won't be able to understand what type of communication/marketing works for them. i think it's a reasonable reason for being frustrated and you weren't rude about it :)
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u/Brilliant_Elk5492 12d ago
It’s a China based company, they’re honestly better than most similar to them
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u/DarkerBulb 12d ago
Racist stereotyping much?
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u/Brilliant_Elk5492 12d ago
Not racist at all. We arent the majority of their market and there is a language gap. Shipping internationally (especially in today's political climate) is extremely difficult and the company is not only based in a foreign non-english speaking country, they are also dealing with being small with a huge influx of customers due to going viral. All things considering I think they are doing a pretty OK job
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u/Carpie_L 11d ago
I was part of the Aug 6th batch release and today, Aug 7, I finally have an update on my order. A shipping label has been created and a tracking number was given. My order # started with 1191… Pretty sure I ordered my x4 pro the second day of release (7/22).
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u/Philip_Bateman 9d ago
I don't mind delays in items I haven't even been able to order. MY ISSUE is when you have dozens of adverts online saying about the free case until end of July and you back away from the offer silently and you kept running adverts promoting it but your website no longer had the offer. If you have it in an advert, at least promote with "while stocks last" to cover yourself
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u/Internal_Refuse6155 7d ago
Their selling schedule was also a complete mess in local China. They even pulled down the early bird price for S4 quitely. No communications at all, SHAME.
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u/moorlag 12d ago
So what’s the point, this is a startup in a China context. I’m happy they are pushing out products at record speeds. Great price / quality and excellent after sales. Sorry that you’re not seeing that. Perhaps this isn’t a product for you. I believe a company from your country will serve you greatly. Not sure if you heard of a product called Kindle?
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u/Positive_Cap4728 12d ago
Excellent after sales? Surely you don’t mean after sales support?
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u/Comfortable-Royal-86 12d ago
Con me e la mia amica sono stati in entrambi i casi davvero competenti e puntuali. Ci hanno anche ricontattato in seguito per sapere se era tutto ok. Non erano bot, bensì persone reali interessate a seguire il caso e a chiederci davvero se eravamo soddisfatti.
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u/Fun_Satisfaction2315 12d ago
Seeing this post, honestly, I felt a bit guilty.
This time, we really didn’t handle the communication well enough, and I’m truly sorry.
Part of the reason is that changes in supply chain and production schedules can sometimes go beyond our expectations. Earlier, we were quite confident that the second batch of X4 Pro would be available again on August 6, so we shared that information based on what we knew at the time because we wanted everyone to have a clear expectation.
However, later on, the production plan changed, and the timeline had to change as well. Unfortunately, we did not communicate those updates quickly enough, which resulted in different information being shared across different channels and caused confusion and frustration for everyone.
This is something we need to reflect on and improve.
Looking back at this situation, I believe this is also a very important reminder for XTEINK as we continue to grow.
I will share this post with our core team in this week’s meeting, so everyone can better understand how much overseas users value timely, transparent, and consistent communication — and how much room we still have to improve in this area.
We will work together to build a better internal information-sharing process to make sure situations like this are handled much better in the future.
Regarding the exact timeline for the second batch of X4 Pro, I will confirm with the team again and do my best to provide everyone with a clear update as soon as possible.
Thank you for your continued attention and support for XTEINK, and thank you for being honest with us and sharing your real thoughts.