Author Topic: Important Product Safety Recall Notice - TS 55 REQ  (Read 38949 times)

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Offline Festool USA

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Important Product Safety Recall Notice - TS 55 REQ
« on: October 01, 2013, 09:21 AM »
Dear Customer:

Festool USA ("Festool") in cooperation with the U.S. Consumer Product Safety Commission and Health Canada is voluntarily recalling the TS 55 REQ Plunge Cut Circular Saw. The saws were sold through Festool dealers between May 2013 and July 2013. The FastFix plunge lock may engage when not intended, causing the saw blade to remain exposed from the housing following completion of the plunge cut. This may pose a laceration hazard to the operator.

Sales records indicate that you may have purchased one of these saws. If you gave the saw as a gift, please provide this communication to the saw’s owner. A photo of the affected item is shown below:



If you have an affected saw, PLEASE STOP USING IT IMMEDIATELY. You should contact Festool at the number below to request a repair, replacement or refund at no charge.

We apologize for any inconvenience and thank you for your cooperation. If you have any questions about this recall or whether your saw is included in the recall, please go to: www.festoolusa.com/recall or call us toll-free at 1-855-784-9727 between 8 a.m. to 5 p.m. EST Monday through Friday.



Please use this thread for questions and discussions regarding the TS 55 REQ recall. I'll do my best to assist and answer questions. The FAQ page on our website may address some of these.

There may be some questions I cannot answer. I ask for your patience because I think many of questions will be answered in the coming days as we continue to release information in a method prescribed by and in cooperation with the CPSC and Health Canada.

Thanks,
Shane

Offline SittingElf

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #1 on: October 01, 2013, 10:27 AM »
Boy, I bet this is going to become a busy thread! [scared]

This recall is nothing out of the ordinary. It happens in all fields, from tools, to automobiles, to coffee machines, to aircraft.

I fly heavy helicopters for a living. Just in the last year, there have been three different entire fleets of aircraft that have been grounded (recalled if you will) internationally for various post-accident, or other safety issues. The new Boeing 787 is a classic example. No one hurt and no crashes, but due to a faulty battery system, the multi-billion dollar fleet was grounded for nearly a year waiting on a resolution to the problem. The Eurocopter EC225 Super Puma was grounded for almost two years, and only released last week due to a potential transmission problem. These types of recalls only get released back to the public once all safety features have been resolved and corrected. That's a GOOD thing!

It is clearly painful to not have access to the products that you are forced to send back in, or take to your dealer, or to stop using in the interest of safety...but in the long run, the products end up much safer, or more useful.

I wanted to buy the TS55 REQ, and was ready to pull the trigger as soon as I got back to the USA. I was disappointed by the fact that it suddenly wasn't going to be available, but having been in an industry where this kind of thing happens on a regular basis, I know that sooner or later, the issue will be resolved, and I'll be able to order a TS55 REQ Ver2 that will be safe, productive, and just one more tool to add to the growing Green collection that I am building... despite the looks I get from the LOML! [tongue]

Patiently waiting, and hoping the updated version will be available on my next return from overseas after Thanksgiving.  [big grin]
Woodworking is 3% talent and 97% paying attention to the FOG! 

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Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #2 on: October 01, 2013, 12:03 PM »
Please see the communication below regarding the status of tools that have been returned for repair and our ability to repair any saws not yet received.

Quote
We are pleased to report that the Consumer Product Safety Commission, in conjunction with Health Canada, has approved a corrective action plan for the TS 55 REQ, allowing us to proceed with the correction, and to get tools back in customer hands.

Tools that have already been received and repaired will begin shipping on Wednesday, October 2, departing our warehouse in the order in which they were received. If you haven’t received your tool within 7-10 days, please feel free to contact Festool Service at 1-800-554-8741. Shipments to Canada, Alaska and Hawaii may take longer.

Tools received from October 1, forward will be processed and returned to customers, also in the order in which they were received.

If you are the owner of a Festool TS 55 REQ, and have not yet returned your tool to Festool, please discontinue its use immediately and proceed to our website at http://www.festoolusa.com/recall or call our TS hotline at (855) 784-9727 to view your options and arranged the return of your saw.

On behalf of the entire Festool staff, we thank you for your patience during this process and apologize for any inconvenience this may have caused.

Sincerely,

Michael Williams
Vice President of Marketing
Festool USA

Offline copcarcollector

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #3 on: October 01, 2013, 12:43 PM »
Shane - Seeing that you are repairing and returning saws to customers starting tomorrow, is there an anticipated date that saws in (or destined for) dealers inventories will be repaired and available for new purchases? I know there must be a backlog, just wondering if you have any timeframe for those that want to purchase the TS55REQ.

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #4 on: October 01, 2013, 12:52 PM »
Shane - Seeing that you are repairing and returning saws to customers starting tomorrow, is there an anticipated date that saws in (or destined for) dealers inventories will be repaired and available for new purchases? I know there must be a backlog, just wondering if you have any timeframe for those that want to purchase the TS55REQ.

As I said, I anticipate that there will be many questions, many of which will likely be addressed in the coming days.

I know that our customers (and dealers) are anxious to see the REQ reintroduced to the public for purchase. But, our approach is to first take care of those customers who are affected by the recall.

After that has been done, we will communicate with our dealers and then with customers when we expect to relaunch the REQ. I'm sure it will be well publicized here and elsewhere. Things will progress much faster now with the CPSC approval, which is good.

Shane


Offline Paul G

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #5 on: October 01, 2013, 01:11 PM »
So what part was responsible for the problem?
+1

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #6 on: October 01, 2013, 01:14 PM »
So what part was responsible for the problem?

Information regarding the specifics of the approved fix will not be shared and don't see how that information would benefit our customers. We wouldn't want saw owners attempting to implement a home-grown repair.

To be honest, I'm not even sure the CPSC would allow us to release that information.

Offline Jeff R

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #7 on: October 01, 2013, 01:59 PM »
Oh happy day!  It's been a long wait.

I think it would be good to know the details of the repair.  If a repaired saw is identical to the brand new saws that will ship after the re-introduction (except for wear and tear), then I'll probably just have mine repaired.   If the new saws will be somehow different than a repaired saw, then I might return mine for the refund and re-purchase one after the re-introduction.

My saw has zero wear and tear because it has never been used except to trim the edge on the guide rail.

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #8 on: October 01, 2013, 02:04 PM »
Jeff, that's a different matter, which I am willing to address but that doesn't require providing details about which component(s) were affected and/or how the repair is performed.

The CPSC dictates the approved repair process. That repair process is the same for all affected units, new or used. There are no "upgrades" or changes to features or functionality implemented with the repair. It just addresses the safety issue. Nothing more.

Hopefully, that's enough information to make an informed decision about your course of action.

Shane

Offline GrinningShark

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #9 on: October 01, 2013, 02:19 PM »
Will those of us who returned the TS55REQ for repair get an email or notification when it was shipped?  I did receive the generic email about the recall, but not any communications that referenced the saw I returned for repair or when (wasn't sure if that quote that Shane posted further up was sent to customers or only posted in the FOG).  Glad to hear that it may just be a week or so before I get my saw back.  I'm eagerly awaiting its return, it is a great saw.  :)

Offline jonny round boy

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #10 on: October 01, 2013, 02:38 PM »
Shane,

I appreciate that you may not know the answer to this (or if you do, may not be able/willing to share it), but I'll ask anyway:

Are the 'faulty' components fitted to the 120V US spec saws any different to the ones fitted to the saws in other markets? I don't see why they would be, as the blade retraction mechanism is mechanical rather than electrical, but there may be a reason I'm not aware of.

I suspect that (for example) my UK spec saw may have exactly the same issue, but because we don't have as litigious a society, Festool does not see the need for a recall in Europe. I haven't had any problems with mine so far, but in the back of my mind there is a niggling thought that a problem may one day show itself...

Jonathan

Festoolian since February 2006

TS55R EBQ saw - CTL26 - CTL Mini - OF1400EBQ router - KS120 Kapex SCMS - ETS150/3 sander - RO90 sander - DF500 Domino - PDC18/4 drill - PSC420 jigsaw - OFK500 trimmer

Wish list (in no particular order!): Anything not listed above....

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #11 on: October 01, 2013, 02:43 PM »
Will those of us who returned the TS55REQ for repair get an email or notification when it was shipped?  I did receive the generic email about the recall, but not any communications that referenced the saw I returned for repair or when (wasn't sure if that quote that Shane posted further up was sent to customers or only posted in the FOG).  Glad to hear that it may just be a week or so before I get my saw back.  I'm eagerly awaiting its return, it is a great saw.  :)

There will be a generic email going out to those who returned their saw for repair that contains the same basic information provided in my previous post. Your saw will be shipping possibly as soon as today. I do not believe there will be tracking information emailed when the saw ships. If that's important to know, please contact the hotline below in my signature for assistance and they can give you that info.

Are the 'faulty' components fitted to the 120V US spec saws any different to the ones fitted to the saws in other markets? I don't see why they would be, as the blade retraction mechanism is mechanical rather than electrical, but there may be a reason I'm not aware of.

JRB, that would happen to be a question that I would prefer not to answer because I am a representative of Festool USA and do not have broad knowledge of everything going on around the world. I would suggest that you contact Festool UK (or your specific country for other members) for an official response on the topic if you're concerned. I would also reiterate what I've said before: If you own any power tool and it seems to not be operating as designed then you should stop using it immediately and contact the manufacturer.

Shane

Offline LZ

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #12 on: October 01, 2013, 03:06 PM »
Hi Shane,
Do you know if returned saw will be the same that I sended in for repair?
My saw was out of the box only to turn it on and off and never cut anything when I sended it in.
(Do not tell anybody, but I do own TS55EQ and just could not resist....)
Thanks,
Les

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #13 on: October 01, 2013, 03:11 PM »
You will get your own saw back from repair. Same saw with original serial number and same systainer.

Offline Deansocial

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #14 on: October 01, 2013, 03:28 PM »
Will the warranty be extended for those that have sent there saw in for the down time they have lost?

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #15 on: October 01, 2013, 03:51 PM »
Will the warranty be extended for those that have sent there saw in for the down time they have lost?

Is Dean AINA now?  [smile]

The warranty will be reset for those who opt for repair. The three year warranty will begin from the date of repair. This will be communicated via email to those who are affected.

Offline RL

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #16 on: October 01, 2013, 04:11 PM »
I checked my serial number against the list issued by Health Canada and the CPSC and my saw was included in it. I closely examined my saw- which I have been using problem-free but carefully- and eventually I found the problem. Honestly, if my attention hadn't been drawn to the problem I never would have noticed it. My saw does catch perhaps one time in ten plunges if I bring it up really really slowly, but the merest touch sends it back fully. JRB I bet that's the case for your saw too.

Anyway, I'll send my saw to Festool in a couple of days for the fix. I'm just waiting for the backlog to clear a little. I wouldn't exchange it for a new one even if offered as all my guide rails are now calibrated to this saw.

Good on Festool for turning this around fairly quickly. Interesting to see that no injuries have been reported even though there are 5000 of these saws in circulation according to the CPSC.

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #17 on: October 01, 2013, 04:16 PM »
I checked my serial number against the list issued by Health Canada and the CPSC and my saw was included in it. I closely examined my saw- which I have been using problem-free but carefully- and eventually I found the problem. Honestly, if my attention hadn't been drawn to the problem I never would have noticed it. My saw does catch perhaps one time in ten plunges if I bring it up really really slowly, but the merest touch sends it back fully. JRB I bet that's the case for your saw too.

Anyway, I'll send my saw to Festool in a couple of days for the fix. I'm just waiting for the backlog to clear a little. I wouldn't exchange it for a new one even if offered as all my guide rails are now calibrated to this saw.

ALL TS 55 REQs sold in the US and Canada prior to October 2013 are affected by this recall. Discontinue use of the saw immediately, whether you think your saw is affected or not. The repair costs NOTHING. There is NO BACK LOG. All saws that have been sent for repair are all repaired and in transit back to their owners. We have the required capacity in our repair department to commit to a very quick turn around on any newly returned saws. Don't wait. Don't use the saw anymore.

Offline Deansocial

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #18 on: October 01, 2013, 04:19 PM »
Will the warranty be extended for those that have sent there saw in for the down time they have lost?

Is Dean AINA now?  [smile]

The warranty will be reset for those who opt for repair. The three year warranty will begin from the date of repair. This will be communicated via email to those who are affected.

No but thought I'd ask for those that may have not thought of asking [tongue]

Offline Peter Durand

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #19 on: October 01, 2013, 04:41 PM »
I checked my serial number against the list issued by Health Canada and the CPSC and my saw was included in it. I closely examined my saw- which I have been using problem-free but carefully- and eventually I found the problem. Honestly, if my attention hadn't been drawn to the problem I never would have noticed it. My saw does catch perhaps one time in ten plunges if I bring it up really really slowly, but the merest touch sends it back fully. JRB I bet that's the case for your saw too.

Anyway, I'll send my saw to Festool in a couple of days for the fix. I'm just waiting for the backlog to clear a little. I wouldn't exchange it for a new one even if offered as all my guide rails are now calibrated to this saw.

ALL TS 55 REQs sold in the US and Canada prior to October 2013 are affected by this recall. Discontinue use of the saw immediately, whether you think your saw is affected or not. The repair costs NOTHING. There is NO BACK LOG. All saws that have been sent for repair are all repaired and in transit back to their owners. We have the required capacity in our repair department to commit to a very quick turn around on any newly returned saws. Don't wait. Don't use the saw anymore.


What is the current turn around time? Thanks.

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #20 on: October 01, 2013, 05:00 PM »
What is the current turn around time? Thanks.

Per our FAQs, the repair should be completed within 6-7 business days. We have a desire to under-promise and over-deliver. As I've stated on the forum many times, our service department as a goal of turning around repairs in under 48 hours from the time the tool is received. We average about a 98%+ realization of that goal every month and that commitment has not changed.

As stated already, there is currently no back log of REQ repairs at this time.

Offline Peter Halle

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #21 on: October 01, 2013, 05:06 PM »
The questions about whether or not saws in other countries are effected brings back to mind the same sort of thing that happened with the Kapex at first introduction here in NA.  Other countries didn't have the concentration of issues like the US had did they?  Wasn't that traced back to a part from a new supplier that was introduced in that rub although within tolerances was toward the thicker side of the tolerances?  Of course not being involved in the manufacturing process it must be amazing to see how the product runs are determined especially with tools being made for different markets and all the different labeling for the 22 different countries.

Peter
Scraps to Smiles.  To be continued.....  Stay Tuned.

Offline Joseph C

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #22 on: October 01, 2013, 05:59 PM »
Please see the communication below regarding the status of tools that have been returned for repair and our ability to repair any saws not yet received.

Quote
We are pleased to report that the Consumer Product Safety Commission, in conjunction with Health Canada, has approved a corrective action plan for the TS 55 REQ, allowing us to proceed with the correction, and to get tools back in customer hands.

Tools that have already been received and repaired will begin shipping on Wednesday, October 2, departing our warehouse in the order in which they were received. If you haven’t received your tool within 7-10 days, please feel free to contact Festool Service at 1-800-554-8741. Shipments to Canada, Alaska and Hawaii may take longer.

Tools received from October 1, forward will be processed and returned to customers, also in the order in which they were received.

If you are the owner of a Festool TS 55 REQ, and have not yet returned your tool to Festool, please discontinue its use immediately and proceed to our website at http://www.festoolusa.com/recall or call our TS hotline at (855) 784-9727 to view your options and arranged the return of your saw.

On behalf of the entire Festool staff, we thank you for your patience during this process and apologize for any inconvenience this may have caused.

Sincerely,

Michael Williams
Vice President of Marketing
Festool USA

I gotta say, I really appreciate that you guys (Festool) are handling things as you are.  I know that this is a costly issue for Festool in North America, and it means alot that you are all so dedicated to resolving the issue as quickly (and generously) as possible.
TS75, OF1010, PS300, Domino500, MFT/3, CT22 + WCR, CT MIDI, RS2e, RO150, ETS150, DS400, RO90, Grex 2" micropinner (festool green), and packing everything else into systainers, too.

Offline Julian Tracy

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #23 on: October 01, 2013, 09:34 PM »
Now that the repairs have commenced, are the three options still available to owners of the ts55r?

Ive had mine sitting in a systainer waiting to figure out which route to take.  Still have my ts55 so there's been no rush personally to figure it out.

Jt

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #24 on: October 01, 2013, 09:35 PM »
Yes, as stated on our website and the CPSC website, all three options are still valid and will continue to be as long as the recall is in effect.

Offline jstad

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #25 on: October 02, 2013, 09:36 PM »
Read through the FAQ and this thread. Any word on when dealers will have the TS 55 REQ back in stock? Not looking for anything exact. Even if its "news on that in a day or two" I'm happy with.

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #26 on: October 02, 2013, 09:38 PM »
Read through the FAQ and this thread. Any word on when dealers will have the TS 55 REQ back in stock? Not looking for anything exact. Even if its "news on that in a day or two" I'm happy with.

Thought it had been asked, but no problem to answer again. There will be an announcement made to dealers on Monday with that information. The short answer is that they will be available again soon.

Offline David Gibson

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #27 on: October 03, 2013, 09:03 AM »
Read through the FAQ and this thread. Any word on when dealers will have the TS 55 REQ back in stock? Not looking for anything exact. Even if its "news on that in a day or two" I'm happy with.

Thought it had been asked, but no problem to answer again. There will be an announcement made to dealers on Monday with that information. The short answer is that they will be available again soon.










All I can say is cudo's  Festool . this was handled in a way that has garnered my respect for your company . I was affected by this recall and opted for the exchange . As soon as the 55 becomes available I plan to purchase it again. 

DWG
Do the right thing,the right way ,for the right reason. DWG

Offline elimelech12

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #28 on: October 03, 2013, 02:15 PM »
I have to say that I am extremely impressed by the outcome of this. Especially that, to my knowledge, there were no injuries due to the proactive actions of Festool. I must tip my hat especially after complaining and moaning after being inconvenienced by this unfortunate event. Many, especially myself, gave you guys a hard time. That was a true test of patience and character and believe when I say that you guys came out ahead. Festool gave me a TS75 in exchange and TOOLTOWN, being the awesome dealers that they are, traded my 1400 rail for a 1900 for the difference of the 2. So after tippin' my hat, hats off to Festool and their dealers, specifically, from my end, TOOLTOWN.

Now Shane, if only you can get that "other thing (via PM)" to happen!!!   [wink] [thumbs up]
« Last Edit: October 03, 2013, 02:33 PM by elimelech12 »
Sold my tools but kept a few Fes-tools...just in case.

Online TOOLTOWN

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #29 on: October 03, 2013, 03:51 PM »
I have to say that I am extremely impressed by the outcome of this. Especially that, to my knowledge, there were no injuries due to the proactive actions of Festool. I must tip my hat especially after complaining and moaning after being inconvenienced by this unfortunate event. Many, especially myself, gave you guys a hard time. That was a true test of patience and character and believe when I say that you guys came out ahead. Festool gave me a TS75 in exchange and TOOLTOWN, being the awesome dealers that they are, traded my 1400 rail for a 1900 for the difference of the 2. So after tippin' my hat, hats off to Festool and their dealers, specifically, from my end, TOOLTOWN.

Now Shane, if only you can get that "other thing (via PM)" to happen!!!   [wink] [thumbs up]

Agreed, Festool did an amazing job of reconciling the problems with the TS-55REQ.  This jsut shows that they do care about the customers, and not just about the bottom line to them.

Also, We are more than happy to help all our customers, and all Festool users in any way we possibly can.

Ken

Offline rstenevik

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #30 on: October 03, 2013, 08:07 PM »
I sent my saw in last Wednesday, and got it back today-1 week with shipping both ways-WOW, what service!
Festool's VP of Marketing even called me direct and I also recieved email from two others.

If you haven't yet, select the return and repair route, they will have UPS send you a shipping label and you get your saw back very quickly and don't pay shipping.

I am very satisfied with this and the company!

Offline Peter Halle

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #31 on: October 03, 2013, 08:14 PM »
Personally I am glad to see happy posters!  Now that the official program is in place Festool's Service Department and all of Festool can go back to taking care of the business in hand and working towards making customers into believers in this difficult and unusual situation.

Peter
Scraps to Smiles.  To be continued.....  Stay Tuned.

Offline SittingElf

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #32 on: October 03, 2013, 08:23 PM »
The biggest problem I have with the TS55 REQ is.... that I don't have one! [eek]

And... now that I'm going back overseas for seven weeks, I won't be able to GET one until I return to Florida just after Thanksgiving. [mad]

Nonetheless, I am excited that the saw will be back in the inventory by then, and I'm really looking forward to adding it to my ever growing Festool collection! [big grin]
(Just wish there was an option to get it with the 32mm holes track instead of having to buy that track separately.)

Cheers to Festool USA and Canada for the expeditious resolution! [thumbs up]

Frank
Woodworking is 3% talent and 97% paying attention to the FOG! 

hammerfelderowners.com

Offline Tom Bellemare

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #33 on: October 03, 2013, 08:42 PM »
Quote
The biggest problem I have with the TS55 REQ is.... that I don't have one!

But you and several others, thanks to you, have some darn nice clamps...



Quote
(Just wish there was an option to get it with the 32mm holes track instead of having to buy that track separately.)


I do that commonly.


Tom
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Offline NYC Tiny Shop

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #34 on: October 03, 2013, 08:47 PM »
I am happy that this is finally coming to a conclusion.  I really loved my TS55 REQ! What a joy to use!

Offline elimelech12

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #35 on: October 03, 2013, 09:10 PM »
Personally I am glad to see happy posters!  Now that the official program is in place Festool's Service Department and all of Festool can go back to taking care of the business in hand and working towards making customers into believers in this difficult and unusual situation.

Peter

I was a believer, then with the recall I became a doubter, but with the outcome at hand, I'm ol' faithful. My co-workers are tired of my festool shirts. It's this type of customer service that keeps people from going to "other" brands.
Sold my tools but kept a few Fes-tools...just in case.

Offline RL

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #36 on: October 03, 2013, 09:35 PM »
I was just wondering how long one should expect to wait between receiving the email confirming the recall claim and receiving the return shipping call tag. I'm not in any hurry but is it days or weeks?


Offline LZ

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #37 on: October 03, 2013, 09:55 PM »
In my case it was less than an hour. I called Festool and received an email with UPS shipping tag same day.
Very Festool "fast".
Hope that helps.

Offline RL

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #38 on: October 03, 2013, 10:02 PM »
Ok thanks, I'll see if it comes by Monday. If not I'll call them again. I received the first email on Tuesday.

Offline Jeff R

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #39 on: October 03, 2013, 10:33 PM »
Ok thanks, I'll see if it comes by Monday. If not I'll call them again. I received the first email on Tuesday.
I think you should call or e-mail Festool.  I filled out the return request Tuesday evening and got the email with the shipping label Wednesday morning.

Offline Daver

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #40 on: October 03, 2013, 10:45 PM »
The biggest problem I have with the TS55 REQ is.... that I don't have one! [eek]

Just wish there was an option to get it with the 32mm holes track instead of having to buy that track separately.

Frank

Hi Frank,

I may have misunderstood something, but I thought there was an option for TS55 purchases that you could pay $5 extra and order one with a 32mm hole-punched rail.

Best,
Dave
Your work should reflect your fingerprints. -James Krenov
I'm not funny. What I am is brave. -Lucille Ball

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #41 on: October 03, 2013, 10:48 PM »
Ok thanks, I'll see if it comes by Monday. If not I'll call them again. I received the first email on Tuesday.

PM sent.

I may have misunderstood something, but I thought there was an option for TS55 purchases that you could pay $5 extra and order one with a 32mm hole-punched rail.

Dave, welcome to the forum.

Frank/all, some dealers, at their discretion, will allow you to upgrade the standard guide rail that comes with the TS 55/75 for a different size for the difference in price. Check with your preferred dealer for details.

Offline RL

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #42 on: October 03, 2013, 10:50 PM »
thanks Shane.

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #43 on: October 03, 2013, 10:53 PM »
thanks Shane.

Glad to help. If anyone has requested repair and you do not receive your call tag within a day or two, please feel free to contact me. Hopefully this was just a single instance though. Sorry, RL.

Shane

Offline Daver

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #44 on: October 03, 2013, 11:12 PM »
Quote

Dave, welcome to the forum.


Thank You! [thanks]
Your work should reflect your fingerprints. -James Krenov
I'm not funny. What I am is brave. -Lucille Ball

Offline ccarrolladams

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #45 on: October 05, 2013, 04:27 PM »
Many thanks to all the professionals at Festool USA HQ in Lebanon, IN!

Both of my virtually new TS55REQ have arrived safely after being sent in for inspection. One we never even tried, just checked the scope of delivery. The other all of us at my shop had tried as time permitted. It always worked as it should. However, the moment I was informed about a potential safety issue, I spoke to the Service Department. That was way back. Within that hour I had an e-mail with the forms and labels. The pick-up was the following day by our normal scheduled driver. As it happened I had two cartons just the appropriate size to protect the T-Loc Systainers.

I feel really sorry that Festool had such a frustrating experience. They sure did the honorable thing. For me this was hardly even an inconvenience because we have enough TS55EQ to more than cover our production needs.

Offline Slappy

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #46 on: October 05, 2013, 04:45 PM »
Any word on WHEN the retail Sales will begin again ?  ?
 I got  a refund check that's burning a hole in my pocket  [blink] [eek] [scared]
Mike

Offline Peter Halle

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #47 on: October 05, 2013, 05:21 PM »
Any word on WHEN the retail Sales will begin again ?  ?
 I got  a refund check that's burning a hole in my pocket  [blink] [eek] [scared]

Shane wrote earlier that Dealers will be notified on Monday with details. 

Peter
Scraps to Smiles.  To be continued.....  Stay Tuned.

Offline AndrewMV

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #48 on: October 05, 2013, 08:48 PM »
I sent mine back on Thursday, i opted to exchange it for the TS75.  I am expecting a three week turn around based on the FAQ.  Had i known the pick up option would have saved me the $11 box and packing materials i would have gone that route.

Always was interested in wood working, (my dad was a home builder in NZ, i would hang out on the job site with him as a kid) this summer i choose to pick up a few tools i have wanted for many years.  I didnt even know about Festool until i stopped by Rockler about six months ago.  I was also cleaning out the garage and got rid of the my old work bench and was in need of a smaller system and i had no real plan for it until my Rockler trip. I got the MFT3, Kapex and CT36 and i am quite pleased with them, fits my work space perfectly. Over the summer i picked up the TS55, a sander, MFT3 Kapex and the tradesmen vac set.  This site has been quite helpful, especially the comprehensive tool reviews by members.  

Thanks for this helpful site
Andrew
« Last Edit: October 06, 2013, 01:38 PM by AndrewMV »

Offline Peter Halle

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #49 on: October 05, 2013, 09:09 PM »
Andrew, welcome to the FOG!
Scraps to Smiles.  To be continued.....  Stay Tuned.

Offline ScotF

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #50 on: October 06, 2013, 12:48 AM »
Yes, Andrew...welcome to the FOG!

Scot

Offline Slappy

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #51 on: October 06, 2013, 01:15 AM »
This site has been quite helpful, especially the comprehensive tool reviews by members.  

Thanks for this help site
Andrew
I agree with Andrew, this site very different , the members & staff  are so Cool .
In the summer '12 I bought a Domino as that tool seemed like the best solution to my joinery  issues when building speaker cabs  & then  last fall I looked at the Festool site , & with a little unintended google help arrived here , this FOG forum is great so many Ideas & solutions by great people both members & staff .
I can't wait to get a newly improved TS55 REQ  ( seems the day I decided to buy one they were pulled outta stock ) 

between the TS55 REQ & my Domino , my process of building speaker cabs that are  square & consistent will improve  Greatly  [big grin].  
« Last Edit: October 07, 2013, 12:32 AM by Slappy »
Mike

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #52 on: October 07, 2013, 11:18 AM »
As promised, dealers have been informed that the TS 55 REQ will be reintroduced on 10/23. Please check with your preferred dealer for availability.

All TS 55 REQs that are shipped to dealers will have been repaired to remedy the recall issue. There will be a green sticker with a "G" on the motor housing to signify that the saw has been repaired.

Thanks again to our customers and our dealers for their patience as we work through this issue.

Shane

Offline Festoolfootstool

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #53 on: October 07, 2013, 11:51 AM »
Shane would a more perminant way of identifing a repaired saw be a better solution than a sticker that could become detatched over time? [2cents]
If the milk turns out to be sour, I ain't the kind of **** to drink it.......

Why do Festool accessories only have a two month guarantee here in the UK ?

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #54 on: October 07, 2013, 11:56 AM »
Shane would a more perminant way of identifing a repaired saw be a better solution than a sticker that could become detatched over time? [2cents]

If someone is unsure, they can call us to check. The only time I see this potentially being a concern is if someone is buying a used REQ.

Offline Festoolfootstool

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #55 on: October 07, 2013, 12:07 PM »
Shane would a more perminant way of identifing a repaired saw be a better solution than a sticker that could become detatched over time? [2cents]

If someone is unsure, they can call us to check. The only time I see this potentially being a concern is if someone is buying a used REQ.


Shane that was my thinking
If the milk turns out to be sour, I ain't the kind of **** to drink it.......

Why do Festool accessories only have a two month guarantee here in the UK ?

Offline Slappy

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #56 on: October 07, 2013, 03:09 PM »
used 55TS EQ on Ebay
 from a pawn shop it looks like
no rail   just the saw & sysstainer

http://www.ebay.com/itm/Festool-TS-55-EQ-Plunge-Cut-Saw-/141083323200?pt=LH_DefaultDomain_0&hash=item20d938ab40

 timing is Very questionable & is this a REQ ?
 
 I don't have any interest at all , I like to buy NEW , i just ordered a new TS55 REQ from Bob Marino
« Last Edit: October 07, 2013, 03:12 PM by Slappy »
Mike

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #57 on: October 07, 2013, 03:11 PM »
Slappy, a little off topic, but it's actually the TS 55 EQ. However, customers should be educated on the fact that buying a used REQ should be done with caution.

I would suggest that anyone considering the purchase of a TS 55 REQ in the US/Canada to either have the owner provide a photo of the tool with the green "G" sticker or contact us with the serial number to verify its repair condition. Even if you purchase a used REQ, you can still have it repaired under the recall free of charge since the warranty is transferrable.

Shane

Offline Slappy

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #58 on: October 07, 2013, 03:14 PM »
Slappy, a little off topic, but it's actually the TS 55 EQ. I would suggest that anyone considering the purchase of a TS 55 REQ in the US/Canada to either have the owner provide a photo of the tool with the green "G" sticker or contact us with the serial number to verify its repair condition. Even if you purchase a used REQ, you can still have it repaired under the recall free of charge since the warranty is transferrable.

Shane
Sorry about O/T , but you make a good point , I was understanding that the EQ was the newer one but that the seller had left off the "R" .
I stand corrected  [embarassed]
 remove the posts if needed  [cool]
Mike

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #59 on: October 07, 2013, 03:17 PM »
No problem. It's a good discussion to have so that people are aware that they should check on the repair status of used REQs.

To identify a REQ vs. an EQ:

- REQ only came in a T-LOC systainer
- REQ has a flush green splinteguard versus the "tab" that sticks out from the EQ version
- REQ is written on the side of the saw  [big grin]

There are a couple of ways to identify whether a saw is the one that's affected by the recall.

Offline fp1337

  • Posts: 39
Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #60 on: October 10, 2013, 08:32 AM »
When can we expect a factory/production fix for this issue?

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #61 on: October 10, 2013, 08:34 AM »
When can we expect a factory/production fix for this issue?

The issue has been addressed in a way that all newly manufactured saws will have the CPSC approved fix.

Offline Clement Mario

  • Posts: 1
Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #62 on: October 10, 2013, 09:29 AM »
Dear Shane,

For some reason the "www.festoolusa.com/recall" and "FAQ" link doesn't work for me.

I am a user from Singapore and recently bought TS 55. The tool was delivery to me by the local agent in September 2013.

I would like to know if the following track saw is affected by the recall.

Mtype: TS 55 REBQ-PLUS 230V
T.Nr.: 498500
S.Nr.: 40602530

Thanks,
Clement

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #63 on: October 10, 2013, 09:31 AM »
Clement,

This recall is only for US/Canada saws.

Welcome to the forum. [wink]

Shane

Offline dadams72

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #64 on: October 18, 2013, 10:40 AM »
I sent my saw in last Wednesday, and got it back today-1 week with shipping both ways-WOW, what service!
Festool's VP of Marketing even called me direct and I also recieved email from two others.

If you haven't yet, select the return and repair route, they will have UPS send you a shipping label and you get your saw back very quickly and don't pay shipping.

I am very satisfied with this and the company!

Same here, registered online, got return authorization, sent it in and got it back all in 1 week. Excellent service.

Offline AndrewMV

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #65 on: October 18, 2013, 09:11 PM »


Just a update but, my new TS 75 was sitting at the door when i got home today [big grin].  I was expecting three weeks considering i am on the west coast.  Thanks Festool for shipping back so promptly... i wanted the the TS 75 originally, but Rocker was out of them so i picked up the TS 55 REQ because i needed a saw that day.

The question now is what to get next.

Offline DeKoy

  • Posts: 5
Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #66 on: October 24, 2013, 08:54 AM »
I sent my saw in last Wednesday, and got it back today-1 week with shipping both ways-WOW, what service!
Festool's VP of Marketing even called me direct and I also recieved email from two others.

If you haven't yet, select the return and repair route, they will have UPS send you a shipping label and you get your saw back very quickly and don't pay shipping.

I am very satisfied with this and the company!

Same here, registered online, got return authorization, sent it in and got it back all in 1 week. Excellent service.

Got it back in 1 week?  Wow, this is indeed very impressive.

In my case… registered online, waited a week, called, waited a day, called again, straightened the label issue.  Sent my TS 55 (over 2 weeks since they got it) and… still waiting.

Don’t get me wrong, I am not complaining and do realize that eventually I’ll get it back.  I am just soooo jealous.  I guess, here in Canada, things take bit longer.

Cheers.

Offline Peter Halle

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #67 on: October 24, 2013, 09:20 AM »
As in any prices there is the possibility of a hiccup.  I would suggest you call and check on the status.  This does not seem normal.

Peter
Scraps to Smiles.  To be continued.....  Stay Tuned.

Offline GrinningShark

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #68 on: October 24, 2013, 11:24 AM »
Is it possible to get a replacement insert for the systainer?  When I got saw back, the insert was broken and the saw was not seated all the way into the insert and was kind of side ways.  Everything works fine with the saw, it cuts perfect and is square. Was excited to get it back.  Been traveling since I got it back, so this is the first time I've had a chance to ask.

Offline Peter Halle

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #69 on: October 24, 2013, 12:45 PM »
Is it possible to get a replacement insert for the systainer?  When I got saw back, the insert was broken and the saw was not seated all the way into the insert and was kind of side ways.  Everything works fine with the saw, it cuts perfect and is square. Was excited to get it back.  Been traveling since I got it back, so this is the first time I've had a chance to ask.

You might want to Contact Festool directly either thru email or phone.  I know that Shane tries to read most posts but it could get missed here.

Just a suggestion.

Peter
Scraps to Smiles.  To be continued.....  Stay Tuned.

Offline RL

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #70 on: October 24, 2013, 01:12 PM »
I sent my saw in last Wednesday, and got it back today-1 week with shipping both ways-WOW, what service!
Festool's VP of Marketing even called me direct and I also recieved email from two others.

If you haven't yet, select the return and repair route, they will have UPS send you a shipping label and you get your saw back very quickly and don't pay shipping.

I am very satisfied with this and the company!

Same here, registered online, got return authorization, sent it in and got it back all in 1 week. Excellent service.

Got it back in 1 week?  Wow, this is indeed very impressive.

In my case… registered online, waited a week, called, waited a day, called again, straightened the label issue.  Sent my TS 55 (over 2 weeks since they got it) and… still waiting.

Don’t get me wrong, I am not complaining and do realize that eventually I’ll get it back.  I am just soooo jealous.  I guess, here in Canada, things take bit longer.

Cheers.


I was in a similar position until yesterday. I had waited a while for my saw to be returned- Festool received it on October 7th- much longer than the replies on this forum would suggest. I called Festool to check everything was ok, and it appears there is some delay with the Canadian saws, so they are sending me a new one. I didn't mind as my saw was next to new anyway but good on them to do the fastest thing possible. I can recut my guide rail strips if I have to.

I suggest you give them a call.

I am guessing there will be quite a few saws in the next refurbished sale if they are sending out new ones to replace some recalled ones.

Offline DeKoy

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #71 on: October 25, 2013, 12:51 PM »
Took your advise and contacted Festool directly to check on the status.  Turns out there was a hiccup (most likely my fault).  Nevertheless I wasn’t blamed and I’ll be getting a new one as well. 
Superb customer service!!!

Me so happy  ;D

Offline firtree

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #72 on: October 25, 2013, 03:05 PM »
The turnaround time for my saw was about ten days.  It was better than I expected.  When I saw that an exchange for a more expensive ts75 was available It seemed like an excellent deal.  But I wanted to stay with the lighter saw.  I did hope they might include an extra blade or piece of track with the repair for the trouble of returning the ts55 for repair.  That would have been less expensive for Festool than the upgrade to the ts75.  It would make this recall a bit more equitable.   

Offline fin

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #73 on: January 08, 2014, 02:46 PM »
only just noticed this...

i bought a ts55 req in september last year. has anyone in the uk had a problem? ive only used mine a few times as yet. been on a loft conversion since november so havent had a reason to bring it out since october time.


Offline joiner1970

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Re: Re: Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #74 on: January 08, 2014, 05:01 PM »
only just noticed this...

i bought a ts55 req in september last year. has anyone in the uk had a problem? ive only used mine a few times as yet. been on a loft conversion since november so havent had a reason to bring it out since october time.

So far it looks to be a US problem, not heard of anyone in the UK having the problem

Offline Andrewt49

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #75 on: April 09, 2014, 07:53 PM »
Was using my TS 55 REQ over the weekend and noted that the saw was getting stuck on the return. Thought it was something i was doing. Must admit it did cross my mind that this was a safety issue, but got on with the project.

It was only when i logged onto the FOG site today that I saw this.

Just to echo others comments. This is a great site with really constructive and generous contributors.

Anyway have just emailed Festool Australia to find out what to do.

Offline Kev

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #76 on: April 09, 2014, 09:39 PM »
Was using my TS 55 REQ over the weekend and noted that the saw was getting stuck on the return. Thought it was something i was doing. Must admit it did cross my mind that this was a safety issue, but got on with the project.

It was only when i logged onto the FOG site today that I saw this.

Just to echo others comments. This is a great site with really constructive and generous contributors.

Anyway have just emailed Festool Australia to find out what to do.

It wasn't a recall in Australia. If it's causing you trouble just take it to your dealer.

Offline Andrewt49

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #77 on: April 10, 2014, 06:17 PM »
Festool Australia responded same day with Australia Post prepaid label.
TS 55 dispatched the same day.

As for my local dealer - the less said the better.
Unlike Festool, customer service is not their top priority.

Now to wait to see what the diagnosis is.

Offline hallis

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #78 on: March 16, 2015, 04:14 AM »
I am experiencing this problem with my TS55 as well. I bought this one form a dealer in the UK. I "solved" the problem...


Edited to remove non-qualified repair - Shane
« Last Edit: March 16, 2015, 05:06 AM by Shane Holland »

Offline Festool USA

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #79 on: March 16, 2015, 05:05 AM »
I am experiencing this problem with my TS55 as well. I bought this one form a dealer in the UK. I "solved" the problem...

That is not a proper solution. Please discontinue use of the tool and return it to Festool for repair.






EDIT> fixed quote box  [big grin]
« Last Edit: March 16, 2015, 09:48 AM by SRSemenza »

Offline hallis

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #80 on: March 16, 2015, 07:42 AM »
Since I bought the saw in a different country than I live, I have to pay for the repair myself. I rather use that money for something else.

Offline Peter Halle

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #81 on: March 16, 2015, 08:20 AM »
Since I bought the saw in a different country than I live, I have to pay for the repair myself. I rather use that money for something else.

I would still suggest that you contact Festool in your local country.  Safety issues are important to have addressed and I would be surprised if Festool dd not make a exception to the rule for safety issues.  Of course I am not speaking directly for Festool.

Peter
Scraps to Smiles.  To be continued.....  Stay Tuned.

Offline Holmz

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #82 on: May 20, 2015, 05:57 AM »
Since I bought the saw in a different country than I live, I have to pay for the repair myself. I rather use that money for something else.

People like to make a big deal about the customer service.

Looks like you were not part of the "voluntarily recalling" program.

Dear Customer:

Festool USA ("Festool") in cooperation with the U.S. Consumer Product Safety Commission and Health Canada is voluntarily recalling the TS 55 REQ Plunge Cut Circular Saw.
...
Shane


However your example, and Ostep's 1010 router, do not make for good press.
It certainly helped my decision towards the MT55

Luckily my CT-26 was repaired, so I guess it depends.
Knocking on wood that the Domino holds up.
I ain't no mathematician but i have some negative and positive screwdrivers
I ain't no pilot but i have some planes.
I ain't no sucker but i have a vacuum.
And I has me some saws, and some sandpapers.

Offline demographic

  • Posts: 254
Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #83 on: February 06, 2016, 07:49 AM »
I understand that this recall is only for the US/Canada models and am wondering what parts are different to the ones in the UK models to make the UK models better?

Or is it that they are just more concerned about liability in the lawyer filled US market?

Can anyone point me to the different part numbers on the UK models please?

Offline pjcoop

  • Posts: 27
Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #84 on: June 20, 2016, 09:08 PM »
I actually have this saw and received the recall notice but at the time it worked for me and I was really busy so I never sent my saw in. Here we are 3 years later and every once and a while my saw does stick down like what the recall is trying to fix.
Is this recall still active or am I too late.

Offline grbmds

  • Posts: 1516
Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #85 on: June 20, 2016, 09:52 PM »
I actually have this saw and received the recall notice but at the time it worked for me and I was really busy so I never sent my saw in. Here we are 3 years later and every once and a while my saw does stick down like what the recall is trying to fix.
Is this recall still active or am I too late.
@pjcoop I would call Festool Service. I doubt anyone can answer your question except Service, but I really doubt there would be a problem performing the recall work on your saw. Festool Service has always been responsive to me. This would be true especially if the saw is still under the 3-year warranty. Beyond that 3 years, there might be charges for work that would not be related to the recall if needed.
Randy

Offline ishmael25

  • Posts: 1
Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #86 on: August 01, 2016, 09:19 PM »
I actually have this saw and received the recall notice but at the time it worked for me and I was really busy so I never sent my saw in. Here we are 3 years later and every once and a while my saw does stick down like what the recall is trying to fix.
Is this recall still active or am I too late.
@pjcoop I would call Festool Service. I doubt anyone can answer your question except Service, but I really doubt there would be a problem performing the recall work on your saw. Festool Service has always been responsive to me. This would be true especially if the saw is still under the 3-year warranty. Beyond that 3 years, there might be charges for work that would not be related to the recall if needed.

I too was delayed in calling.  Called them up today, gave them my serial number, and they told me to fill out the form online.  I did... Received my UPS label tonight.  Saw will go out via UPS tomorrow.  They quoted me 2-3 days turn time once they receive the saw. [big grin]

And people wonder what separates Festool from the other "Manufacturers" (Brand Managers).

Offline KimmerDude

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The phone number listed doesn't work in Iowa. I called Festool and they said I have to call that number. It just rings then goes busy? Help! I need my saw replaced soon. This is the phone number listed?

1-855-784-9727.


Online SRSemenza

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The phone number listed doesn't work in Iowa. I called Festool and they said I have to call that number. It just rings then goes busy? Help! I need my saw replaced soon. This is the phone number listed?

1-855-784-9727.

Hi,

  Welcome to the forum.

       I see that there are hours  listed to call during ........ could that be it?

        www.festoolusa.com/recall or call us toll-free at 1-855-784-9727 between 8 a.m. to 5 p.m. EST Monday through Friday.

Seth

Online SRSemenza

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The phone number listed doesn't work in Iowa. I called Festool and they said I have to call that number. It just rings then goes busy? Help! I need my saw replaced soon. This is the phone number listed?

1-855-784-9727.

Hi,

  Welcome to the forum.

       I see that there are hours  listed to call during ........ could that be it?

        www.festoolusa.com/recall or call us toll-free at 1-855-784-9727 between 8 a.m. to 5 p.m. EST Monday through Friday.

Seth


Nope , that's not it ..... just tried it.

Seth

Offline Shane Holland

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The phone number listed doesn't work in Iowa. I called Festool and they said I have to call that number. It just rings then goes busy? Help! I need my saw replaced soon. This is the phone number listed?

1-855-784-9727.

@KimmerDude, this recall only applies to saws sold between May 2013 and July 2013. Just want to make sure your saw is actually affected before you go through the trouble.
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Offline KimmerDude

  • Posts: 3
Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #91 on: November 02, 2016, 12:23 PM »
Yup, mine was manufactured April 4, 2013.

The number doesn't work in my area, it rings once and then goes busy. Looks like I'm going to have to call Festool again and let them figure it out. :-(

Offline TylerC

  • Festool USA Employee
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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #92 on: November 02, 2016, 02:30 PM »
@KimmerDude I just spoke with the service department, and it sounds like they were able to get you taken care of. Is that right?

Because we rarely get TS 55 recall submissions anymore, we the best option is just to call our service team directly. (I'm changing the info on the recall page on the website now.)

Let me know if you need anything else.

Offline KimmerDude

  • Posts: 3
Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #93 on: November 02, 2016, 03:13 PM »
No problem. I did talk with them and they just had me submit a repair request through the site. Easy!

BTW, you still have the phone number wrong above the box. Thanks again!

Offline GOT8SPD

  • Posts: 228
Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #94 on: November 26, 2016, 01:46 AM »
Hello,

I read about the recall notes on the very first post.  I wanted to see if the saw that I received as a gift is affected by this recall.  The TS 55 REQ that I have is a few years old and I'm pretty sure it's out of warranty. 

I used it for the first time today on my MFT3 table.  I was doing a miter cut so I had the saw adjusted to 45 degrees.  As I come to the end of the cut, the saw has a hard time retracting.  Almost like something is binding.  I let off the power, once the blade comes to a stop, I bring the saw back to it's normal non-operating position.  I do a couple cuts at 45 degrees and almost every single time, I am unable to get the blade to retract then stop.  It always has to stop exposed and then I'm able to retract it, but not without feeling that it's binding.

I tested the saw using a standard plunge at 0 degrees and the saw does come up, but I definitely feel a SLIGHT bind also, however I am able to get the blade to retract fairly easily using the saw at 0 degrees. 

So...are the problems that I've stated above require a recall service or does it sound like something else is wrong?

Thanks

Offline Rick Christopherson

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #95 on: November 26, 2016, 02:02 AM »
"GOT8SPD",
First off, you should check your serial number to determine if it is covered under the recall. That alone should take precedence over any other comments about your saw.

That said, your description of the saw feeling like it is "binding" does not fit the condition of the cause of the recall. A saw which is afflicted with the recall cause, will hesitate to return from plunge at the Fast-Fix blade change depth. (I think that's around 25mm, but that's just off the top of my head.)

Additionally, a saw that is marginally afflicted, would be less likely to exhibit the condition in a bevel than it would in a straight cut. You indicated that yours appears to bind more in the bevel than the straight.

It is my understanding that if your saw has already gone through the recall process, or was manufactured after the recall, it will have a green circular sticker on the motor.

But to reiterate above, check your serial number to properly determine whether your saw is applicable to the recall. The comments I made are solely to put your mind at ease in the event that your saw is OUTSIDE of the serial number range.

Offline GOT8SPD

  • Posts: 228
Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #96 on: November 26, 2016, 05:01 PM »
Hi Rick,

Thank you for your reply.  When I was doing my 45 degree mitered cut yesterday, I was cutting 3/4" ply, which required a depth of 25mm in order to cut through the 3/4" ply completely. 

I just went into my garage and took some pics and looked at it more carefully after you shared your info and the info from the recall.

I attached a photo....notice the blade being exposed even though the Fast-Fix isn't engaged. 

254520-0

I also made a video...you can hear the "binding" sound that I'm talking about...it seems to be around the 25mm depth.  In the video, I first push the saw down to about 30-35mm.  Then as I release the plunge, you can hear the "binding" noise that I'm talking about.  You can see that I'm able to leave the saw with the blade exposed and with just a few light taps and knocks with my finger, it springs back  [eek]  I would assume that this can't be normal operation???

There's no green dot on the motor.  I guess I'll have to call Festool come Monday...


Offline Rick Christopherson

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #97 on: November 26, 2016, 05:09 PM »
"GOT8SPD",
Yes, your saw is definitely affected by the recall, regardless of serial number or date. Yours isn't even just mildly affected. It is significantly affected. Get it sent in right away.

When you described the condition as a "binding" that made it sound to be something different from what both your picture and video show.

Offline UKPaddlesports

  • Posts: 16
Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #98 on: December 15, 2016, 05:03 AM »
I have to say that I am extremely impressed by the outcome of this. Especially that, to my knowledge, there were no injuries due to the proactive actions of Festool. I must tip my hat especially after complaining and moaning after being inconvenienced by this unfortunate event. Many, especially myself, gave you guys a hard time. That was a true test of patience and character and believe when I say that you guys came out ahead. Festool gave me a TS75 in exchange and TOOLTOWN, being the awesome dealers that they are, traded my 1400 rail for a 1900 for the difference of the 2. So after tippin' my hat, hats off to Festool and their dealers, specifically, from my end, TOOLTOWN.

Now Shane, if only you can get that "other thing (via PM)" to happen!!!   [wink] [thumbs up]

Agreed, Festool did an amazing job of reconciling the problems with the TS-55REQ.  This jsut shows that they do care about the customers, and not just about the bottom line to them.

Also, We are more than happy to help all our customers, and all Festool users in any way we possibly can.

Ken

Im not so sure - they just hung up on me twice in a row. Awful

Offline Peter Halle

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Re: Important Product Safety Recall Notice - TS 55 REQ
« Reply #99 on: December 15, 2016, 06:40 AM »
I have to say that I am extremely impressed by the outcome of this. Especially that, to my knowledge, there were no injuries due to the proactive actions of Festool. I must tip my hat especially after complaining and moaning after being inconvenienced by this unfortunate event. Many, especially myself, gave you guys a hard time. That was a true test of patience and character and believe when I say that you guys came out ahead. Festool gave me a TS75 in exchange and TOOLTOWN, being the awesome dealers that they are, traded my 1400 rail for a 1900 for the difference of the 2. So after tippin' my hat, hats off to Festool and their dealers, specifically, from my end, TOOLTOWN.

Now Shane, if only you can get that "other thing (via PM)" to happen!!!   [wink] [thumbs up]

Agreed, Festool did an amazing job of reconciling the problems with the TS-55REQ.  This jsut shows that they do care about the customers, and not just about the bottom line to them.

Also, We are more than happy to help all our customers, and all Festool users in any way we possibly can.

Ken

Im not so sure - they just hung up on me twice in a row. Awful


Moderator note:  The last comment made did not have anything to do with the recall in North America and is not about the handling by FESTOOL North America.

Peter Halle - Moderator
Scraps to Smiles.  To be continued.....  Stay Tuned.