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Author Topic: Kapex up in smoke and losing faith in festool uk  (Read 7771 times)

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Kapex up in smoke and losing faith in festool uk
« on: July 10, 2017, 02:11 PM »
Hi guys,
I'm new to the forum, I just wanted to see if anyone else has had a similar issue with the Kapex and festool customer services.
On Thursday afternoon my Kapex gave a puff of smoke whilst cutting some MDF and now it is un useable.
I'm really disappointed as it's only 16 months old and had very light use.
So I fill in the return order form and get my confirmation order number.
I wait to receive the confirmation email but none came through.
So the next day ( Friday ) I log back in to my festool area and call the number provided.
I'm advised there is a longer than usual service delay and it could take up to a week to send me a box for the saw to be packaged in. Some 1/2 hour later after much discussion and me not being happy they agree to send me a box on Tuesday and I'm told it will be picked up the same day ( tomorrow ).
So again I wait for the confirmation email and still nothing. So again I ring and discover that my request order has been archived and no box will be coming to me. This issue has been settled.
Now I'm starting to get really annoyed as this saw cost nearly £850, not only that but I've spent a small fortune on festool products and tools, I am advised that I will have to re submit the return order and start again.
I'm really frustrated by the customer service and disappointed that this is taking so long to sort out, the lack of communication from festool is infuriating.
Got to say I'm really unimpressed so far and as I'm a sole trader working for myself on private jobs I'm losing money daily due to the fault and the saw breaking.
Am I being unreasonable in thinking it should be fairly straight forward to sort this out?
Anyone else had the had a similar issue?
Thanks in advance,
Louis

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 copcarcollector

  • Posts: 1361
Re: Kapex up in smoke and losing faith in festool uk
« Reply #1 on: July 10, 2017, 02:15 PM »
 [welcome] to the forum, sorry its under these circumstances.

Yes there have been other reports of Kapex failures. Some members will call it an epidemic, some like me have different feelings about the scale of the problem. Bottom line though if your saw went kaput, that does suck.

There have been issues reported with the service teams both here in the USA and abroad. @Phil Beckley  may be able to help you over there.

Please keep us informed as to the progress and end result of your repair.

Re: Kapex up in smoke and losing faith in festool uk
« Reply #2 on: July 10, 2017, 02:22 PM »
Hi,
Thanks for the quick reply, that's really interesting to hear that I'm not alone.
I mean epidemic is a pretty big deal!
I really wish I had heard of the issue before my purchase.
I will of course report of any updates and thanks for the contact.
Regards,
Louis

Online copcarcollector

  • Posts: 1361
Re: Kapex up in smoke and losing faith in festool uk
« Reply #3 on: July 10, 2017, 02:23 PM »
My recollection is that in the UK, Kapex failures may be attributed to the use of a transformer on site. I am not 100% on that, but you might take it into consideration.

Re: Kapex up in smoke and losing faith in festool uk
« Reply #4 on: July 10, 2017, 02:31 PM »
Hi,
Thanks for the reply,
I've only ever used a 5kva transformer with the Kapex as recommended and I've never been on a building site with it.
I owned a dewalt 712lx for ten years before I purchased the Kapex and it never gave me a single problem.
I only bought the Kapex as I had some money when I was setting up the business again and streamlined all power tools to festool.

Offline Doug S

  • Posts: 381
Re: Kapex up in smoke and losing faith in festool uk
« Reply #5 on: July 10, 2017, 02:39 PM »
Hi Louis

My Kapex burnt up for the second time just over a week ago, you will find an almost identical rant from me in the Another Kapex bites the dust, again thread. Festool were short of a box to ship mine (maybe it's the hot spell we just had that has made them all burn out!) and didn't communicate at all. I am also a sole trader so it's messing up my work schedule.

Mine is 240v

Doug


Offline rvieceli

  • Posts: 725
Re: Kapex up in smoke and losing faith in festool uk
« Reply #6 on: July 10, 2017, 02:40 PM »
As mentioned. @Phil Beckley is the online presence for Festool UK. He should see these notices and be able to help you out in short order.


Offline Alex

  • Posts: 5478
Re: Kapex up in smoke and losing faith in festool uk
« Reply #8 on: July 10, 2017, 03:05 PM »
Anyone else had the had a similar issue?

Sounds like the typical service I myself am used to from Festool.

Re: Kapex up in smoke and losing faith in festool uk
« Reply #9 on: July 10, 2017, 03:10 PM »
Hi Doug,
I feel your pain man!
I've just read through the thread and we are most certainly not alone with this issue.
It would seem even after the repair has been carried out it's only a matter of time before they fail again.
Hopefully I'll  get fully refunded then as this is clearly not an isolated incident.
As I stated before I have many other festool products and have had no issue with any of them, the Kapex is the weak link.

Offline Phil Beckley

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Re: Kapex up in smoke and losing faith in festool uk
« Reply #10 on: July 10, 2017, 03:10 PM »
Hi Louis
Please call me 07525130166
Rg
Phil
Festool U.K Employee | Festool UK Website


Offline ChuckM

  • Posts: 212
Re: Kapex up in smoke and losing faith in festool uk
« Reply #11 on: July 10, 2017, 03:12 PM »
Sorry to hear about your saw breakdown. It is really alarming that so many Festool owners have had issues with the customer service (lack of timely communication). But at the same time, many seemed to keep contacting the customer service by email or by phone when they heard nothing from the customer service. Could this be part of the reason why customer service couldn't catch up with returning calls and emails?

In other words, could the failure or delay in responding to the first machine break-down reports (by phone or email) from customers have created unnecessary communication workload in the first place?

I bought all the Festool machines from Lee Valley Tools and I suppose if anything goes wrong (hope not), I could just contact Lee Valley Tools and let it handle the fixes from there. Is my understanding correct?

As a side note, the examples of lack of responses given here and elsewhere in the forum are the reason why I would stay away from a vendor. In the past few weeks, I was debating if I should pick up a TS55/track or a new hand tool soon to be released (both are priced close to each other). I am still not sure if I would need the hand tool (i am just a hobbyist), but I have made up my mind now that the spare tool money will not be spent on a TS55.


Offline Phil Beckley

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Re: Kapex up in smoke and losing faith in festool uk
« Reply #12 on: July 10, 2017, 03:16 PM »
Anyone else had the had a similar issue?

Sounds like the typical service I myself am used to from Festool.

Hi
One example is not indicative of the service Festool as a company provide
Rg
Phil
Festool U.K Employee | Festool UK Website


Re: Kapex up in smoke and losing faith in festool uk
« Reply #13 on: July 10, 2017, 03:18 PM »
Hi Phil,
Thanks for the reply,
 I'll contact you in the morning to discuss the issue
Regards,
Louis

Re: Kapex up in smoke and losing faith in festool uk
« Reply #14 on: July 10, 2017, 03:22 PM »
Hi ChuckM
I don't know man, all I've done is report the original issue and file the order, when i didn't hear anything via email I called as advised.
With regards to the ts55 I've had no problem with it whatsoever and could not recommend it highly enough, I'd be lost without it
Thanks,
Louis

Offline Alex

  • Posts: 5478
Re: Kapex up in smoke and losing faith in festool uk
« Reply #15 on: July 10, 2017, 06:26 PM »
Anyone else had the had a similar issue?

Sounds like the typical service I myself am used to from Festool.

Hi
One example is not indicative of the service Festool as a company provide
Rg
Phil

Just stating my experience with Festool service here in Holland. 5 times not good, 0 times good.

Offline antss

  • Posts: 1374
Re: Kapex up in smoke and losing faith in festool uk
« Reply #16 on: July 10, 2017, 11:23 PM »
Anyone else had the had a similar issue?

Sounds like the typical service I myself am used to from Festool.

Hi
One example is not indicative of the service Festool as a company provide
Rg
Phil


Phil, I agree with you and think you do a bang up job.

However , you're only able to affect you corner of the pitch.   Your colleagues in the USA are having quite a bit of growing pains when it comes to service lately.  Phone calls not not answered and messages not returned.  Computer systems gone down or AWOL.  Tools returned with no explanation of of what was done. 

Is this indicative of UK service?  Nope.  And neither was it for the USA 18 months ago.  Sounds like your colleagues in Holland have never had their act together.  These examples are most likely isolated cases.  I personally have had a sander sent in, repaired,  and returned with documentation within a week during this period.

But to not talk about this stuff is a disservice to us customers.  Suppose it's not an isolated incidence and trend instead ?  FT seems to have little or no feedback loop from customers to management, so stuff like this should be discussed out in the open.   

And when it comes to Kapex - you guys really need to stop soft pedaling and get out in front of that.  Your engineers should be downright embarrassed that your saws are failing in such short times spans.  Especially when customers are saying they are dusting off their 10+ year old Dewalt, Makita, and Hitachi versions when their Kapex motor fails.   Funny how all those old saws are still running and cutting straight decades later.  Maybe they spew dust all over and and don't tilt or bevel as elegantly.............but they keep running like Energizer Bunny.

Offline Harry1561

  • Posts: 38
Re: Kapex up in smoke and losing faith in festool uk
« Reply #17 on: July 11, 2017, 05:06 AM »
Anyone else had the had a similar issue?

Sounds like the typical service I myself am used to from Festool.

Hi
One example is not indicative of the service Festool as a company provide
Rg
Phil


Phil, I agree with you and think you do a bang up job.

However , you're only able to affect you corner of the pitch.   Your colleagues in the USA are having quite a bit of growing pains when it comes to service lately.  Phone calls not not answered and messages not returned.  Computer systems gone down or AWOL.  Tools returned with no explanation of of what was done. 

Is this indicative of UK service?  Nope.  And neither was it for the USA 18 months ago.  Sounds like your colleagues in Holland have never had their act together.  These examples are most likely isolated cases.  I personally have had a sander sent in, repaired,  and returned with documentation within a week during this period.

But to not talk about this stuff is a disservice to us customers.  Suppose it's not an isolated incidence and trend instead ?  FT seems to have little or no feedback loop from customers to management, so stuff like this should be discussed out in the open.   

And when it comes to Kapex - you guys really need to stop soft pedaling and get out in front of that.  Your engineers should be downright embarrassed that your saws are failing in such short times spans.  Especially when customers are saying they are dusting off their 10+ year old Dewalt, Makita, and Hitachi versions when their Kapex motor fails.   Funny how all those old saws are still running and cutting straight decades later.  Maybe they spew dust all over and and don't tilt or bevel as elegantly.............but they keep running like Energizer Bunny.
antss, you mentioned all the "old" saws are brought back out when a kapex fails, those "old" saws were around before everything was made in China. It will be interesting to see if the likes of recently purchased  makita, dewalt, hitachi will still be cutting true in 10-15 years, if working at all..........

Re: Kapex up in smoke and losing faith in festool uk
« Reply #18 on: July 11, 2017, 06:42 AM »
Hi,
Just to update I should be getting a collection service tomorrow morning before 10am
Thanks to all those for your input so far.
Regards,
Louis

Offline Dan1210

  • Posts: 270
Re: Kapex up in smoke and losing faith in festool uk
« Reply #19 on: July 11, 2017, 12:36 PM »
Just thought i would add, rather than creating another thread. My kapex died on me for the second time today 110v uk user using a transformer.
I generally only cut trim with it and never push it hard, i really look after my kit, its disappointing this has happened once again, it cant be a coincidence we keep getting these complaints.
I should add im very careful to let the saw reach full speed before cuts, one it gives me a better cut and also long enough for the ct mini vac to get up to speed.
Mine is now out of warranty and im not looking forward to the repair plus labour costs, it couldn't of come at a worse time  [sad]
« Last Edit: July 11, 2017, 12:53 PM by Dan1210 »
Festooligan since 2006

Re: Kapex up in smoke and losing faith in festool uk
« Reply #20 on: July 11, 2017, 02:02 PM »
Hey Dan1210,
That sucks man, with all that's been going wrong with these saws they are clearly not worth the money, I also look after my tools very carefully and am just amazed about the amount of failures occurring with the Kapex. You don't need to look far on fog to see how many people are having problems.
Festool in my opinion have a lot to answer for with regards to these failing parts!
Just on another note, does anyone know if the warranty can be transferred to a new owner?
As it will hopefully be fixed it will have s six month warranty on that work and a further 20 months warranty as I registered it with festool the day I bought it?
Regards,
Louis

Offline Gregor

  • Posts: 548
Re: Kapex up in smoke and losing faith in festool uk
« Reply #21 on: July 11, 2017, 04:53 PM »
Just on another note, does anyone know if the warranty can be transferred to a new owner?
Yes.

Offline antss

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Re: Kapex up in smoke and losing faith in festool uk
« Reply #22 on: July 11, 2017, 05:39 PM »
"antss, you mentioned all the "old" saws are brought back out when a kapex fails, those "old" saws were around before everything was made in China. It will be interesting to see if the likes of recently purchased  makita, dewalt, hitachi will still be cutting true in 10-15 years, if working at all.........."

........and those are the saws you think should be used as a measuring stick against the most expensive saw in the category ?   

Ok, are those saws drawing significant attention anywhere on the net with people claiming motor failures in any amount after 3-4 years to make someone think there might be a trend developing ?  Doesn't mean they aren't failing, but you're going to be hard pressed to find many.  And people are not afraid to write retrospective reviews on amazon, walmart, ebay or other platforms that allow for ratings of products. So I don't think it's because folks don't have an avenue for complaints.

The other thing your post seems to hint at, even if it's not your intent is that FT's engineers aren't as competent as those at U.S. or Japanese miter saw manufacturers.  And if these Chinese made saws do last 10+ years, what does that ultimately saw about the kapex and the product team then ?  [unsure]

Offline glass1

  • Posts: 345
Re: Kapex up in smoke and losing faith in festool uk
« Reply #23 on: July 11, 2017, 06:07 PM »
If those Chinese saws last 5 years that's longer than many kapex. For the record the dewalt has been made in china, Mexico and Taiwan for years.

Offline ChuckM

  • Posts: 212
Re: Kapex up in smoke and losing faith in festool uk
« Reply #24 on: July 11, 2017, 07:17 PM »
Not sure where my old Dewalt was made -- sold it after I took a Kapex. That old piece -- bought second hand in good condition --  had been in my shop for about 7 years. Understandably, the Dewalt took some abuse, unlike baby Kapex.

I haven't heard anything being a persistent problem with the Dewalt mitre saw. My neighbor has still been using the Dewalt all these years. Of course, other than the motor/durability concerns, the two saws are not in the same class.




Offline Doug S

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Re: Kapex up in smoke and losing faith in festool uk
« Reply #25 on: July 12, 2017, 01:01 PM »
Turns out this time my Kapex problem was just the brushes, hope Louis and Dan only have the same problem.

Doug

Offline Dan1210

  • Posts: 270
Re: Kapex up in smoke and losing faith in festool uk
« Reply #26 on: July 12, 2017, 06:22 PM »
So i called festool today regarding my kapex collection, originally they said i was 'on the list' in waiting for a box to be sent to me for carriage of the kapex. I was kind of dumbfounded that they had no idea when the box would be sent as they were currently all allocated!

I always used to run 2 saws, one 12" dewalt and its smaller brother, now i just have the kapex and a smaller Milwaukee, which i cant really rely on for tight accurate mitres. So this puts me in a bit of a spot, cancel jobs until i get the saw back or buy something accurate enough for cornice mitres.
I was actually lost for words on the phone for some time and asked to speak to the manager, they were busy so I requested a call back. Later today I received a call saying my saw would be collected this friday as i had been fast tracked following my complaint.

I love the saw i really do but somethings not right, I recently did a job for a builder who bought my now 13-14 year old dewalt 7--, hes been abusing it for the last 2 years cutting anything and everything and its still going strong! Unlike my kapex which is strictly a trim saw, never forced or abused. Its stored on the ug cart in the van which has a dedicated spot, all my tools are racked etc, im a carpenter which mostly does fitting and trim carpentry, so you can imagine the saw barely ever sees any heavy gauge timber. I moved the dewalt 7-- on for the Milwaukee which has a 2000w motor, thats what i use for framing.
« Last Edit: July 12, 2017, 06:37 PM by Dan1210 »
Festooligan since 2006

Offline James Biddle

  • Posts: 95
Re: Kapex up in smoke and losing faith in festool uk
« Reply #27 on: July 12, 2017, 11:05 PM »
How is it possible that all the boxes are allocated if there is no problem with the Kapex?  Without a response from Festool, including support data, I'm led to believe I'm playing Kapex roulette every time I pull the trigger on the saw.

I have a Kapex with UG cart that's over 3 years old.  It's been without issue so far.  I bought the Kapex because I believed it to be the best.  It is not the best if the motor burns out, ever.  Plus, then I've lost the use of my only miter saw while being repaired (really, waiting for a return box?).  For reference, I have around 15 Festool power tools with a boatload of accessories, so I'm a fan of their tools.

If a new Kapex costs $1,475 and the UG set costs $914 and I can sell it for 70% of new, I should easily be able to clear $1,670 selling my used, but pristine, Kapex unless they really don't hold their value. 

I could then buy a Bosch Glide to use in the shop for $650 and a Makita LS1016LX5 w/stand to use on the road for $730, or $1,380 for the two.  Doesn't really matter which non-Festool brand you lean towards, there is probably a combo out there you can find for under $1,670.  I've got backup in case either break.  And I have to believe the amount of time I'd spend tuning both saws would be less that the time between a motor failure and the time when I had a returned, functioning Kapex.  I know my Kapex will probably never have an issue.  But as a member of FOG reading about the seemingly numerous issues, I need to make decisions in an apparent vacuum.

Of all the Festool tools I have, I like the Trion jigsaw the least, but I trust the Kapex the least.  I wouldn't care if the Trion failed, but the Kapex would hurt.



Re: Kapex up in smoke and losing faith in festool uk
« Reply #28 on: July 13, 2017, 01:21 PM »
Hey Dan1210,
Maybe you too need to speak to Phil, after I spoke to him on Tuesday morning I had a call from the Festool service centre and I had a box and loan saw the very next day, It didn't have a blade but as I'm heavily invested in festool and the Kapex I have spare sharp blades.
Let's say hypothetically that festool have 5 Kapex boxes at their disposal and they work on next day delivery.
5 boxes ( well Festool are a big company) leave on Monday and arrive at the product users house on Tuesday, same day pickup and back to festool on Wednesday.
These boxes then go out again and the same thing carries on over and over ( just guessing as all boxes are supposedly allocated either out for collection or delivery )
That right there screams problems ! How many more boxes do festool need to keep on top of the issue ?
I'm very grateful for the loan saw, I really am as it's got me earning money again but I feel for those who are still not sorted.
Can anyone tell me a reasonable length of time these Kapex saw should last?
Obviously depending on the type of use, but I'm again guessing that those who can afford the near £1000 price tag are going to look after them?
Consumer rights act 2015 states that you have up to SIX years to make a claim for goods that were bought in a shop and If the goods do not last a reasonable length of time you may be entitled to some money back.
So what is a reasonable length of time ?
Festool guarantee these saws for 36 months from date of purchase, would that be considered a reasonable length of time ?
Thanks again for all the comments and input,
Louis

Offline Doug S

  • Posts: 381
Re: Kapex up in smoke and losing faith in festool uk
« Reply #29 on: July 13, 2017, 02:49 PM »
I don't know how many Kapex boxes Festool have but a rep once told me that they leave some boxes with their bigger dealers, I guess like Axminster and FFX so when someone takes a broken saw back to the dealer it saves time because they don't have to ship a box out to them. I guess when Festool are short of boxes themselves they have to start juggling those.

Doug

Offline Phil Beckley

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Re: Kapex up in smoke and losing faith in festool uk
« Reply #30 on: July 13, 2017, 05:08 PM »
So i called festool today regarding my kapex collection, originally they said i was 'on the list' in waiting for a box to be sent to me for carriage of the kapex. I was kind of dumbfounded that they had no idea when the box would be sent as they were currently all allocated!

I always used to run 2 saws, one 12" dewalt and its smaller brother, now i just have the kapex and a smaller Milwaukee, which i cant really rely on for tight accurate mitres. So this puts me in a bit of a spot, cancel jobs until i get the saw back or buy something accurate enough for cornice mitres.
I was actually lost for words on the phone for some time and asked to speak to the manager, they were busy so I requested a call back. Later today I received a call saying my saw would be collected this friday as i had been fast tracked following my complaint.

I love the saw i really do but somethings not right, I recently did a job for a builder who bought my now 13-14 year old dewalt 7--, hes been abusing it for the last 2 years cutting anything and everything and its still going strong! Unlike my kapex which is strictly a trim saw, never forced or abused. Its stored on the ug cart in the van which has a dedicated spot, all my tools are racked etc, im a carpenter which mostly does fitting and trim carpentry, so you can imagine the saw barely ever sees any heavy gauge timber. I moved the dewalt 7-- on for the Milwaukee which has a 2000w motor, thats what i use for framing.

...if you still need to call feel free 07525130166. I am travelling tomorrow but will return the call when I can
rg
Phil
Festool U.K Employee | Festool UK Website


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.


Offline Phil Beckley

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Re: Kapex up in smoke and losing faith in festool uk
« Reply #31 on: July 13, 2017, 05:13 PM »
Hey Dan1210,
Maybe you too need to speak to Phil, after I spoke to him on Tuesday morning I had a call from the Festool service centre and I had a box and loan saw the very next day, It didn't have a blade but as I'm heavily invested in festool and the Kapex I have spare sharp blades.
Let's say hypothetically that festool have 5 Kapex boxes at their disposal and they work on next day delivery.
5 boxes ( well Festool are a big company) leave on Monday and arrive at the product users house on Tuesday, same day pickup and back to festool on Wednesday.
These boxes then go out again and the same thing carries on over and over ( just guessing as all boxes are supposedly allocated either out for collection or delivery )
That right there screams problems ! How many more boxes do festool need to keep on top of the issue ?
I'm very grateful for the loan saw, I really am as it's got me earning money again but I feel for those who are still not sorted.
Can anyone tell me a reasonable length of time these Kapex saw should last?
Obviously depending on the type of use, but I'm again guessing that those who can afford the near £1000 price tag are going to look after them?
Consumer rights act 2015 states that you have up to SIX years to make a claim for goods that were bought in a shop and If the goods do not last a reasonable length of time you may be entitled to some money back.
So what is a reasonable length of time ?
Festool guarantee these saws for 36 months from date of purchase, would that be considered a reasonable length of time ?
Thanks again for all the comments and input,
Louis

Hi Louis
 Pleased to help on this and let me know when the machine is back with you.
    As for the transport boxes it is the best way to ensure the machines come back in a safe way and also go back to the customer correctly. Admittedly it is a juggling act and sometimes if a box goes awol then it does cause a follow on issue.....service try to cover all eventualities but if the third party lets us down then we take the hit for it, but as you have seen we do try and get all bases covered and working correctly for all customers.
rg
Phil
   
Festool U.K Employee | Festool UK Website


Offline ear3

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Re: Kapex up in smoke and losing faith in festool uk
« Reply #32 on: July 13, 2017, 05:25 PM »
Not to hijack the thread, but I've seen multiple references in discussions of Festool UK of them providing loaners for when a tool goes down, but I don't recall ever seeing this mentioned for Festool USA.  Is this standard practice in the UK?
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Offline Phil Beckley

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Re: Kapex up in smoke and losing faith in festool uk
« Reply #33 on: July 13, 2017, 05:43 PM »
Not to hijack the thread, but I've seen multiple references in discussions of Festool UK of them providing loaners for when a tool goes down, but I don't recall ever seeing this mentioned for Festool USA.  Is this standard practice in the UK?

Hi
 It is not part of Service all Inclusive. However if it is possible to help a customer out and keep them working and an equivalent machine is available then it can be sent. In the situation above with various factors affecting the customer I did directly request the loan machine to be sent.
 Also remember the UK is a little bit smaller than the US so we can do next day delivery - I think the US is just a tiny bit bigger  [wink] and it would not be feasible
rg
Phil
Festool U.K Employee | Festool UK Website


Re: Kapex up in smoke and losing faith in festool uk
« Reply #34 on: July 14, 2017, 04:21 PM »
Hi eyeryine,
Well my Kapex is back 😀
 I would just like to say a massive thankyou to @Phil Beckley for all of his help on this matter, the saw came back full repaired and ready for work in record quick time.
Not only did Phil sort out the issue but got me a loan saw to keep the business going and cash flowing.
Very very pleased and thanks to all of you for your help and comments.
For those of you still affected I hope you all get sorted soon.
Regards,
Louis

Offline Phil Beckley

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Re: Kapex up in smoke and losing faith in festool uk
« Reply #35 on: July 16, 2017, 04:38 PM »
Hi eyeryine,
Well my Kapex is back 😀
 I would just like to say a massive thankyou to @Phil Beckley for all of his help on this matter, the saw came back full repaired and ready for work in record quick time.
Not only did Phil sort out the issue but got me a loan saw to keep the business going and cash flowing.
Very very pleased and thanks to all of you for your help and comments.
For those of you still affected I hope you all get sorted soon.
Regards,
Louis

Hey Louis
  Thank you for posting the result of this and I will pass this on to the Service team. All I did was notify the Team leader and the rest went from there..... [smile]
rg
Phil
Festool U.K Employee | Festool UK Website


Offline Dan1210

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Re: Kapex up in smoke and losing faith in festool uk
« Reply #36 on: July 23, 2017, 02:42 AM »
So my saw has been gone since monday and not a peep from festool uk regarding its repair...
Festooligan since 2006

Offline Phil Beckley

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Re: Kapex up in smoke and losing faith in festool uk
« Reply #37 on: July 23, 2017, 05:21 AM »
So my saw has been gone since monday and not a peep from festool uk regarding its repair...

Hi
Drop me a PM with your details and will pass on to see the position on this
Rg
Phil
Festool U.K Employee | Festool UK Website


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Re: Kapex up in smoke and losing faith in festool uk
« Reply #38 on: July 23, 2017, 02:48 PM »
Hi Dan
Got the message and email has been sent this afternoon....will het back to you tomorrow
Eg
Phil
Festool U.K Employee | Festool UK Website


Offline Dan1210

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Re: Kapex up in smoke and losing faith in festool uk
« Reply #39 on: July 23, 2017, 04:02 PM »
Cool, thanks Phil.
Festooligan since 2006

Offline Dan1210

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Re: Kapex up in smoke and losing faith in festool uk
« Reply #40 on: August 06, 2017, 01:19 PM »
I should respond that my kapex was repaired and festool uk were very helpful, all said and done very satisfied with the service received.
Festooligan since 2006

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Re: Kapex up in smoke and losing faith in festool uk
« Reply #41 on: August 06, 2017, 02:48 PM »
I should respond that my kapex was repaired and festool uk were very helpful, all said and done very satisfied with the service received.

Hi Dan
Thank you for posting the update
Rg
Phil
Festool U.K Employee | Festool UK Website


Offline JimH2

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Re: Kapex up in smoke and losing faith in festool uk
« Reply #42 on: August 06, 2017, 03:09 PM »
I should respond that my kapex was repaired and festool uk were very helpful, all said and done very satisfied with the service received.

If you make an open complaint in this forum then you need to follow up when it is resolved. Well done for doing so.