I wore down the Velcro on the sanding pad of my RAS115. I bought a new pad but couldn't get the old one off. The wrench that came with the tool actually deformed when I tried to loosen the pad. So I sent it in to Festool under warranty. They emailed me UPS prepaid shipping label, I dropped it off at the UPS store, it arrived at Festool in Indiana on a Friday night, and arrived on my doorstep with the problem fixed the next Wednesday.
Very quick turn around. Painless. The only area of improvement that I can see is that I wish they sent out status emails when tools arrive and are sent back out. I'm lazy, I guess I should have called on the phone. Other than that, quite painless. It's good to see excellent customer service like this. We pay for it in the tool prices, but when needed, they stand by their promises.