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Author Topic: Kapex up in smoke and losing faith in festool uk  (Read 6596 times)

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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


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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


Offline Phil Beckley

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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

Offline Phil Beckley

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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.