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Author Topic: Disappointed with Festool response re seized keyless chuck  (Read 1363 times)

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Offline Reokeane

  • Posts: 19
Maybe I'm just used to Amazon who, when you tell them something you purchased from them is faulty or broken, send you a new replacement with a return shipping label for you to ship them back the faulty item - but I found Festool's response today to a seized keyless chuck disappointing.

I emailed Festool that I had paid USD 660 for a PDC Drill set from Bon Marino's online store in May this year. Over the weekend the keyless chuck seized and now nether opens or closes - so I'm basically unable to drill. Their first response was "send in the drill for repair". I telephoned and said that's like having a flat tire on a car and being told to send in the entire car. The lady I spoke to suggested that if I wanted I could go out and buy a new chuck. Not thrilled at having to buy a 78 dollar chuck I said no - was put through to the service department and was again told to send the drill in. I gave the same car/flat tire analogy and was told I could send the chuck in. Bottom line however is - I'm left with a non-functioning 660 dollar drill set and Festool will do nothing unless I take time off work to find a box, package up the chuck and get myself to a UPS store and ship it to them, wait for them to look at it and ship me a replacement. Maybe I'm being unreasonable - interested in the views of others. Pretty disappointed though. The chances of me being able to take time off work and get to a shipper is zero to none in the next week - so I'm at least ten days to two weeks with a 660 dollar paperweight

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Offline Festool USA

  • Festool USA Employee
    FOG Administrator
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  • Posts: 8396
    • Festool USA
Re: Disappointed with Festool response re seized keyless chuck
« Reply #1 on: August 06, 2018, 04:45 PM »
Sorry to hear about your frustrating experience. We'll get a new chuck shipped to you. Please send a private message to use with your name, address, and phone number, and we'll get it taken care of.

(Tyler)

Offline ChuckM

  • Posts: 619
Re: Disappointed with Festool response re seized keyless chuck
« Reply #2 on: August 06, 2018, 05:35 PM »
Sorry to hear about your frustrating experience. We'll get a new chuck shipped to you. Please send a private message to use with your name, address, and phone number, and we'll get it taken care of.

(Tyler)

This is how the first call to Festool by the OP should have been handled! Great job here by Tyler. The problem lied not with the Customer Service lady or the Service Dept. rep., but with the rules/procedures they have to follow.

This is also why I shop predominantly at Lee Valley Tools. Their customer service/response is HASSLE-FREE whether a problem originates in them or in me! They give you solutions rather than reasons for further upset. The Customer Service people there are empowered to resolve customers' problems as they arise -- right at the front line.
« Last Edit: August 06, 2018, 05:39 PM by ChuckM »

Offline six-point socket II

  • Posts: 714
  • aka @the_black_tie_diyer
Re: Disappointed with Festool response re seized keyless chuck
« Reply #3 on: August 07, 2018, 08:59 AM »
Hi,

@Reokeane

The keyless chuck can be stuck/locked in the open position when being opened "too far/wide", this usually happens when you run the drill to open the chuck.

Before sending anything in or stopping work/ buying a new chuck, please try what I explained here:


Hi,

Sounds like it's stuck, kinda "locked", in the open position because it was opened "too wide", that's why the sleeve turns relatively freely.

What you should definitely try before disassembling is to grab the sleeve and give it a really, really quick and hard turn in the direction where it would close the jaws.

Here's a great illustration of what I mean: https://youtu.be/QTxxWJMK4ec?t=48s

Kind regards,
Oliver


( http://festoolownersgroup.com/festool-tools-accessories/broken-keyless-chuck/msg544914/#msg544914 )

This might fix your problem instantly. And you know how to "correct/fix" it if it should ever happen again.

This is common for many "locking" keyless chucks, by the way.

Kind regards,
Oliver
« Last Edit: August 07, 2018, 09:02 AM by six-point socket II »
Kind regards,
Oliver

Offline Reokeane

  • Posts: 19
Re: Disappointed with Festool response re seized keyless chuck
« Reply #4 on: August 07, 2018, 09:35 AM »
Oliver - will give it a try tonight thanks although the chuck is in no way open/locked at its widest - I was removing a 1/8 drill bit. its probably at around 3/8 open. Will let the forum know if successful however

Offline jobsworth

  • Posts: 5242
  • Does Anyone Know What Time It Is?
Re: Disappointed with Festool response re seized keyless chuck
« Reply #5 on: August 09, 2018, 11:00 AM »
@Reokeane

Well how'd it go.