Author Topic: Sending in Festools for Service  (Read 852 times)

0 Members and 1 Guest are viewing this topic.

Offline grbmds

  • Posts: 1809
Sending in Festools for Service
« on: November 05, 2018, 04:02 PM »
I'm asking for experience concerning shipping for sending in a Festool for non-warranty service.

1. Does Festool only accept UPS or can the tool be sent USPS Priority or FedEx, depending on which is cheaper?

2. Is there a best shipping method regardless of price or is price the determining factor?

3. Is insurance a good idea or not really necessary since the Systainer protects the tool?
Randy

Festool USA does not pre-approve the contents of this website nor endorse the application or use of any Festool product in any way other than in the manner described in the Festool Instruction Manual. To reduce the risk of serious injury and/or damage to your Festool product, always read, understand and follow all warnings and instructions in your Festool product's Instruction Manual. Although Festool strives for accuracy in the website material, the website may contain inaccuracies. Festool makes no representations about the accuracy, reliability, completeness or timeliness of the material on this website or about the results to be obtained from using the website. Festool and its affiliates cannot be responsible for improper postings or your reliance on the website's material. Your use of any material contained on this website is entirely at your own risk. The content contained on this site is provided for informational purposes only and does not constitute professional advice.


Online SRSemenza

  • Global Moderator
  • *
  • Posts: 8614
  • Finger Lakes Region, NY State , USA
Re: Sending in Festools for Service
« Reply #1 on: November 05, 2018, 04:15 PM »
I would send only the tool. No accessories , no systainer. 

I think whatever shipping service you like will deliver it to Festool. I have to believe they receive USPS mail.

Yes, insure it.

Seth
« Last Edit: November 05, 2018, 04:20 PM by SRSemenza »

Offline Bob Marino

  • Festool Dealer
  • *
  • Posts: 3045
    • bobmarinosbesttools.com
Re: Sending in Festools for Service
« Reply #2 on: November 05, 2018, 04:29 PM »
  Seth is correct - ship any way you find more convenient and send the tool - no systainer or accessories. However it is strongly suggested that you go to Festoolusa.com and fill out the "Begin a Return" form before sending in your tool.
Festool  Dealer since 2002; user well before that!
            http://bobmarinosbesttools.com
                   Service As It Should Be

Offline Svar

  • Posts: 1532
Re: Sending in Festools for Service
« Reply #3 on: November 05, 2018, 04:55 PM »
I would send only the tool. No accessories, no systainer
Why? Without the systainer the risk of shipping damage is greater. A drill? Sure, but what about Domino XL or TS 75? Will FT be as careful as I am bubble wrapping the tool when sending back?
« Last Edit: November 05, 2018, 05:20 PM by Svar »

Offline Peter Halle

  • Global Moderator
  • *
  • Posts: 11560
Re: Sending in Festools for Service
« Reply #4 on: November 05, 2018, 06:11 PM »
Festool doesn't want the systainer or accessories.

Peter

Offline grbmds

  • Posts: 1809
Re: Sending in Festools for Service
« Reply #5 on: November 05, 2018, 09:11 PM »
Thanks for the info...

Randy

Offline Cheese

  • Posts: 5065
Re: Sending in Festools for Service
« Reply #6 on: November 05, 2018, 09:55 PM »
Ya I get that, it becomes a nightmare for Festool customer service. Was it sent in with a Systainer, a plug-it cord, a hex wrench, 1 or 2 sheets of Granat... the list is endless.

The major Festool customer service function is to fix the returned gear and turn it around as soon as possible.

So, it’s your job to package it properly, send it off, and if you don’t do that, Festool will let you know.
And it’s Festool’s job to repackage it properly, send it off and if they don’t do that, you will let Festool know.

Seems rather symbiotic to me.  [big grin]  Both sides are cheering for the same team.

Offline Svar

  • Posts: 1532
Re: Sending in Festools for Service
« Reply #7 on: November 05, 2018, 11:01 PM »
I've sent tools for service in systainer. FT didn't say anything. Saves time for everyone.

Offline grbmds

  • Posts: 1809
Re: Sending in Festools for Service
« Reply #8 on: November 05, 2018, 11:07 PM »
Seems the directions are mixed. Festool does want the Plug-It Cord and only says the Systainer isn't "necessary". Plus they give a checklist of for the customer to check off for what is included. Seems to me that, if they don't want the Systainer and it's up to the customer to pack it without, then they shouldn't allow the option. I'll send it without because I don't want to pay the extra shipping for the Systainer weight.
Randy

Offline Doug S

  • Posts: 394
Re: Sending in Festools for Service
« Reply #9 on: November 06, 2018, 02:17 AM »
Yes mixed messages. Here in the UK Festool ask for tools to be sent IN the systainer, seems to make sense to me, protects it in postage and keeps everything together, will keep their workshop organised too!

It's how I've always sent mine and never had a problem.

See the film from Festool Uk Service in the link below.

https://www.festool.co.uk/service/repair-service

Online SRSemenza

  • Global Moderator
  • *
  • Posts: 8614
  • Finger Lakes Region, NY State , USA
Re: Sending in Festools for Service
« Reply #10 on: November 06, 2018, 10:50 AM »
Systainer or no Systainer it still needs to be well packed. Immobilize the tool in whatever contains it. And have at least a couple inches of protective material   all the way around . I see (receive) lots of packages with bubble wrap etc, on all sides except the bottom. The bottom is unprotected. Need to have all around thinking when packing stuff.  If it is a really breakable item, double box with packing material between the two boxes.

BTW, newspaper is not good enough for packing. The item (unless very light weight) will gradually shift a bit. Each time the paper gets compressed allowing more shift. By the time it gets where it's going all that nice fluffy paper is smooshed and the item is freely bouncing around in the box.

Seth

Offline grbmds

  • Posts: 1809
Re: Sending in Festools for Service
« Reply #11 on: November 06, 2018, 12:20 PM »
I would think solid foam would be good to at least put around the edges and maybe bubble wrap it within that. Anyway, thanks for the advice. Never had to send a tool back before that isn't under warranty.
Randy