XP-Pen

The EX-PEN company is refusing to refund me $94.41 in shipping costs I incurred in returning their malfunctioning product to their warehouse/headquarters. On 12/28/19 I purchased a drawing tablet called Artist Display 22E Pro from the XP Pen online store (Order # ***-***), and the product was delivered in a timely fashion. After downloading and installing the correct software driver, I found the product - specifically the Express Keys - did not function. Also any use of the PenTablet Settings app caused my computer mouse to lose dragging control. I immediately emailed EX-PEN on 1/4/20 and was instructed in their 1/6/20 email to uninstall the driver, download and install the driver again, which I did. However, the problem persisted and I informed them once again. On 1/8/20 they next asked for a video recording of the malfunctioning behavior that they could review. I informed them that as a self-employed freelancer with one computer, I didn't have time to continue the problem analysis process for them and needed to return the malfunctioning product and get back to work. Although the product had originally shipped from KY to me in DE, they instructed me to ship all the way back to their headquarters in Fullerton, CA, which cost me $94.41. Upon receipt of the product, they refunded me the purchase price of $359.99, but despite their "Loyalty to Customers" pledge on their website, and me providing them with a receipt, they did not refund my enormous shipping expense. They also had no live, real-time support or active customer service, which they also claim on their website. In their email of 1/11/20, they stated that even for this malfunctioning product and its software driver, the return shipping cost was not refundable. Weeks later, while I waited for further response to another email request on 2/2/20 for the $94.41 shipping refund, XP-PEN provided a new improved driver on their website for customers, confirming the initial driver was malfunctioning.

XP Pen has created a product (XP Pen Artist 12 Series) that they know to be non-functional. The same "no signal" issues are exhibited across all devices from people who have purchased this specific tablet as well as other tablets is unanimous across youtube comment sections filled with users asking how to fix these issues. They have delayed or completely ignored action on any replacement or refund, insisting on advice they know to be false involving purchasing a replacement 3 in one cable that only they provide which they know is not the problem in an attempt to use their own manufacturing or software defects to drive sales. And, in the past half a year, they have completely gone dark, removing their phone support line entirely, ghosting people though the support email, completely ignoring thousands of consumers with these issues and shutting their doors on communication completely to any attempt to convince them to honor their warranty. It appears they are fully aware that they have dumped a large amount of non-functional goods on consumers and do not want to be around to pay the tab when people find out they have essentially paid 250$ for a non-functional brick.