I bought a T15 from www.cpofestool.com. The package just arrived on Friday but it's obvious that both the drill and systainer have been mildly used. The drill has a few marks, as does one battery, and the case has some interior and exterior scratches.

Customer service declined to expedite a replacement but they've agreed to discount the tool. They have not yet said how much.

Has anyone had a similar issue with www.cpofestool.com? And, if some of you were in a similar boat what do you think would be a satisfactory resolution?

Thanks for your thoughts,

Shawn

Certified Pre Owned

They sell new and refurbished, as long as you weren't in the refurbished section of their site you should receive all new stuff.

As far as I know, they are not allowed to ship to Canada... no dealer in the US is allowed to do that. Please correct me if I'm wrong.

Cpo

http://www.cpooutlets.com/

the parent companies home page.

I buy almost everything i can Reconditioned and have had Great experience with CPO.

From the recon link on the CPO website just posted, you can see that there is no link to either Festool or Jet, so one would assume that the tools sold are new and not refurbished.

Inner10, $5 a package and 12% customs duty at the border!

I might be wrong, but I seem to remember that Festool does not allow refurbished tools to be sold.

Peter

It was my understanding that Festool didn't allow used or refurbished tools to be sold.

Perhaps the item was not packaged properly and there was "wear" from bouncing around in the box during transit.  I ordered a tool from a different dealer, and the systainer arrived partially unlatched, and the tool had small scratches on it from bouncing around in the systainer.  The tool was new, but I was understandably upset at its arrival.  For the price of these tools, I should be the one to scratch it, and not anyone else.

I find it interesting that CPO Festool offered you a discount.  I don't think they are allowed to, and I believe Festool will stamp them out of existence for it.  However, I do find it refreshing that a dealer is willing to negotiate with you instead of having you return the tool for a new one, or only offering you a t-shirt, but only if you complain enough.

I had something very similar happen.  It is very disappointing when you receive a tool that is all scratched up.  Perhaps Festool could add bubble wrap or plastic or something to the tool in the systainer that is removed by the first user.  The plastic should be relatively cheap, and would help the end user feel confident that they received a new tool.  It should also reduce damage claims and the amount of time Festool spends dealing with these sorts of problems.

If Festool doesn't do this, then perhaps the more reputable dealers could do it?  They already beef up the packaging on larger items, why not add a little extra insurance for the smaller items as well?  I know it adds cost, but it could save in terms of time dealing with upset customers.

And I offer this feedback at no charge, with no expectation of compensation!

Warner, I know what you mean but it's not about whether the tool is going to get scratched- of course it is if it is used- but if it comes with scratches it raises doubts as to how the tool was handled before you got it.

Richard.

For myself, as a hobbiest, my Festools get treated with great care - and get used. Having a new looking tool really pays off (pun intended) when selling later to upgrade to the latest model. I had a Rotex - ealrly model - arrive with lots of scuff marks. Was not real happy but Uncle Bob took care of me. Most of my tools arrived perfectly but a few came scuffed from parts and foam during shipping. Yes, would like to see the tools in a plastic bag or such. For you pros, not an issue as the tools see rough use but for hobbiests, there are benefits to keeping the tools as new looking as possible.

So how many of you were  when you saw how Dan treats $1200, of high end tools in a sys4

TS55 $500
Trion $310
coping foot $40
Multimaster $250
Mini  belt $100

This is The constant (rarely spoken of) tension between hobbyists and pro's  How we (professionals) treat our tools Is an abomination to many.  and We shake our head at the length some go to keep theirs new,  which I do with my own hobbies .

I am not saying this to offend, rather to offer insight, to others views.

Craig

Notice that he has SCREWED his systainers together.   

To use terms that Realtors like to use, those marks add "charm" and "character" to the tool.

No duties for canadian on most if not all festool tools

5% GST on commercial imports that's it !

Import 1000$ and you save at least 300$
Import 3000$ and you save at least 900$... that's worth 2 hours of my time and I refill my gas tank in the states.. it usually pays most of the fuel..

Alex

PS : festool tools are near 25% more in canada after taking into account the current exchange rate and applicable taxes.