Author Topic: Replacement inserts and labels - Customer Service?  (Read 1228 times)

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Offline Mic

  • Posts: 4
Replacement inserts and labels - Customer Service?
« on: January 05, 2018, 11:59 AM »
Hey everyone - I purchased my first Festool, an OF1010 before Christmas. When it turned up, everything was fine, tool is fantastic, but the cardboard lid insert was torn (plastic clips that hold it in broken) and the front left sticker on the systainer was ruined. It's just cardboard and just a sticker, I thought I'd just contact customer service for a replacement as I didn't want to return the item over such an issue - some might call it petty I suppose, it is just some cardboard and a sticker after all.

Anyway, I contacted customer services by email in the UK this week and was told they are unable to obtain replacements - after further questioning if I could get them from elsewhere I was told:

"Unfortunately you can't get a replacement. We have this request from quite a few of our customers but our head office are unable to provide replacements."

I am curious why such a simple thing that is requested from quite a few of Festool's customers isn't easily available? The cost of a piece of cardboard and labels is negligible really. It's somewhat disappointing.

Am I the only one who has had ruined inserts/labels on their new Festool product? Is there a UK Rep that I could contact to get a replacement?

Thanks [smile]

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Offline Getmaverick

  • Posts: 124
Re: Replacement inserts and labels - Customer Service?
« Reply #1 on: January 05, 2018, 12:12 PM »
If its with in the 30 day return period, I would just return it and buy another one.

Offline SRSemenza

  • Global Moderator
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  • Posts: 8647
  • Finger Lakes Region, NY State , USA
Re: Replacement inserts and labels - Customer Service?
« Reply #2 on: January 05, 2018, 12:41 PM »
  Welcome to the forum!  [smile]


Since you are in the UK I think the return period is 15 days.  I get that they don't want to pay shipping / replacement costs on a whole bunch of torn cardboard inserts. But if the alternative is they have to take a tool back? Well that should be a no brainer on Festool UKs part ..............   send the cardboard, clips, and label.

@Phil Beckley

Seth

Offline smartins

  • Posts: 27
Re: Replacement inserts and labels - Customer Service?
« Reply #3 on: January 22, 2018, 07:38 AM »
I managed to get sticker. I had broken CT26 hose garage upon CT arrived new. Seller sent me new garage, but sticker, was not there at all.

As I was ordering some other parts some time ago, I ordered also this label for fun. Seller was not able to deliver it in promised 7-10 working days, but, just now, delivered finally. I ordered on 5th of december 2017. Online shop is rubart.de.
No any personal interest, just sharing experience.

Hey everyone - I purchased my first Festool, an OF1010 before Christmas. When it turned up, everything was fine, tool is fantastic, but the cardboard lid insert was torn (plastic clips that hold it in broken) and the front left sticker on the systainer was ruined. It's just cardboard and just a sticker, I thought I'd just contact customer service for a replacement as I didn't want to return the item over such an issue - some might call it petty I suppose, it is just some cardboard and a sticker after all.

Anyway, I contacted customer services by email in the UK this week and was told they are unable to obtain replacements - after further questioning if I could get them from elsewhere I was told:

"Unfortunately you can't get a replacement. We have this request from quite a few of our customers but our head office are unable to provide replacements."

I am curious why such a simple thing that is requested from quite a few of Festool's customers isn't easily available? The cost of a piece of cardboard and labels is negligible really. It's somewhat disappointing.

Am I the only one who has had ruined inserts/labels on their new Festool product? Is there a UK Rep that I could contact to get a replacement?

Thanks [smile]

Offline ben_r_

  • Posts: 1142
Re: Replacement inserts and labels - Customer Service?
« Reply #4 on: January 22, 2018, 12:33 PM »
Interesting. In the US I have been able to order the cardboard marketing sheets that go under the lids for various tools along with the stickers that go on the outside of the Systainer (obviously without serial numbers) as well as the plastic insert trays from Festool directly with no issues. In fact there was no charge for the stickers or the cardboard sheets for under the lid. They just sent them with the plastic inserts I've ordered.
If at first you don't succeed, redefine success!