Author Topic: ts55 req recall -festool- hassle!!!  (Read 21318 times)

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Offline mattdh

  • Posts: 150
ts55 req recall -festool- hassle!!!
« on: August 03, 2013, 04:47 AM »
was just posting this hoping to get the attention of someone at festool.  i have made 5 phone calls to the  recall line and 1 returned call  from the recall line (total of 6) since wensday and still no return info or prepaid label emailed to me. i dont know if festool subbed this recall stuff out to someone but this doesnt seem like the typical festool service i keep hearing about. help please?

*** and for anyone else reading this post- just to let you know be careful. i was using my 55req and didnt realize it didnt retrack after a cut i had made and set the saw down  and it made about a pretty nasty 6" gash in a customers carpet that i have to have repaired now (hoping it can be repaired)!****
« Last Edit: August 03, 2013, 04:50 AM by mattdh »

Offline sean_hogan

  • Posts: 153
Re: ts55 req recall -festool- hassle!!!
« Reply #1 on: August 03, 2013, 06:24 AM »
Sounds like your at it pal
wrote using my fingers

Offline GrinningShark

  • Posts: 51
Re: ts55 req recall -festool- hassle!!!
« Reply #2 on: August 03, 2013, 06:41 AM »
was just posting this hoping to get the attention of someone at festool.  i have made 5 phone calls to the  recall line and 1 returned call  from the recall line (total of 6) since wensday and still no return info or prepaid label emailed to me. i dont know if festool subbed this recall stuff out to someone but this doesnt seem like the typical festool service i keep hearing about. help please?

*** and for anyone else reading this post- just to let you know be careful. i was using my 55req and didnt realize it didnt retrack after a cut i had made and set the saw down  and it made about a pretty nasty 6" gash in a customers carpet that i have to have repaired now (hoping it can be repaired)!****

I have a different problem, I sent mine back for repair and the UPS tracking said Festool received it this past Monday.  I called to make sure it was received OK and they told me they did not have a record of receiving it and that they might not have entered it yet and they would call me back.  Still nothing,  I am a hobbyist and love my Festool, but am really wishing I kept my old TS55 and never bought the REQ.  Now I am worried they will tell me they have no record of receiving my saw.  Fortunately I have a tracking number that says they received it, plus photos of the box, saw, systainer and serial number label.  They have always been polite, I just feel like they are a little disorganized with this particular recall.
« Last Edit: August 03, 2013, 06:49 AM by Debug »

Offline Alex

  • Posts: 5729
Re: ts55 req recall -festool- hassle!!!
« Reply #3 on: August 03, 2013, 07:22 AM »
That's what you get when you're an early adopter.

I really can't understand all these people who want to be the first to have a new toy. It happens so often that a new product needs a recall or revision, better to stand back a while and see how it develops.

Offline Kev

  • Posts: 7651
Re: ts55 req recall -festool- hassle!!!
« Reply #4 on: August 03, 2013, 07:34 AM »
That's what you get when you're an early adopter.

I really can't understand all these people who want to be the first to have a new toy. It happens so often that a new product needs a recall or revision, better to stand back a while and see how it develops.

Agree.

Shame is this should have been an improvement - no something significantly new.

This will certainly be a test of Festool's product release management

Offline Peter Halle

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Re: ts55 req recall -festool- hassle!!!
« Reply #5 on: August 03, 2013, 08:03 AM »
To those who posted about customer service issues, I know that this last week was an unusual week at Festool.  I would expect that your situations will be addressed next week.  I assure you that nobody who works for Festool takes customer service lightly.

Peter

Offline GrinningShark

  • Posts: 51
Re: ts55 req recall -festool- hassle!!!
« Reply #6 on: August 03, 2013, 08:46 AM »
That's what you get when you're an early adopter.

I really can't understand all these people who want to be the first to have a new toy. It happens so often that a new product needs a recall or revision, better to stand back a while and see how it develops.

Glad you know why I bought the tool.  It had some enhacements I liked and so I bought it expecting the same high quality product I usually get from Festool.  Had nothing to do with being the first.  I really can't understand why people have to post such snotty responses like yours.  If you had posted a note sharing your frustrations, I would not have belittled you.

Offline Peter Halle

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Re: ts55 req recall -festool- hassle!!!
« Reply #7 on: August 03, 2013, 08:59 AM »
There are some frustrations out there.  Please let's stay civil or don't post.

Peter

Offline duburban

  • Posts: 959
Re: ts55 req recall -festool- hassle!!!
« Reply #8 on: August 03, 2013, 10:14 AM »
That's what you get when you're an early adopter.

I really can't understand all these people who want to be the first to have a new toy. It happens so often that a new product needs a recall or revision, better to stand back a while and see how it develops.

Glad you know why I bought the tool.  It had some enhacements I liked and so I bought it expecting the same high quality product I usually get from Festool.  Had nothing to do with being the first.  I really can't understand why people have to post such snotty responses like yours.  If you had posted a note sharing your frustrations, I would not have belittled you.

 this is not the first time a new release has fallen flat. i also went against this good advice and regret it.
helper: i used a festool "circular saw" to do something simple and it made it really hard

me: exactly, it makes simple cuts complicated and complicated cuts simple

Offline rnt80

  • Posts: 953
    • Agape Wood Design
Re: ts55 req recall -festool- hassle!!!
« Reply #9 on: August 03, 2013, 10:25 AM »
I bought the Kapex when it first came out and while there were a few issues with it, and some things I think should've been changed, I don't regret that decision.  I think that Festool has a track record of introducing top of line, often revolutionary tools, without a hitch.  That wasn't the case this time and I can certainly understand the frustration.  With that said if they came out with something new that I felt I needed I wouldn't hesitate.  It's obvious that Festool spends a lot on R&D and the aphorism that's been tossed around in this thread isn't one that applies for me with this company.  Best of luck getting your issue resolved.
Russell Tribby
Gilbert AZ
www.agapewooddesign.com

Offline elimelech12

  • Posts: 376
Re: ts55 req recall -festool- hassle!!!
« Reply #10 on: August 03, 2013, 11:10 AM »
That's what you get when you're an early adopter.

I really can't understand all these people who want to be the first to have a new toy. It happens so often that a new product needs a recall or revision, better to stand back a while and see how it develops.

Glad you know why I bought the tool.  It had some enhacements I liked and so I bought it expecting the same high quality product I usually get from Festool.  Had nothing to do with being the first.  I really can't understand why people have to post such snotty responses like yours.  If you had posted a note sharing your frustrations, I would not have belittled you.

 this is not the first time a new release has fallen flat. i also went against this good advice and regret it.



Same here...unfortunately I also sold my ps300 in order to preorder the carvex. I don't even have the carvex in my hand and want it back.
Sold my tools but kept a few Fes-tools...just in case.

Offline elimelech12

  • Posts: 376
Re: ts55 req recall -festool- hassle!!!
« Reply #11 on: August 03, 2013, 11:12 AM »
To those who posted about customer service issues, I know that this last week was an unusual week at Festool.  I would expect that your situations will be addressed next week.  I assure you that nobody who works for Festool takes customer service lightly.

Peter

I can attest to this as I visited Festool this past week. Minnie said almost everyone was in Vegas; business, not pleasure.
Sold my tools but kept a few Fes-tools...just in case.

Offline Alex

  • Posts: 5729
Re: ts55 req recall -festool- hassle!!!
« Reply #12 on: August 03, 2013, 01:06 PM »
That's what you get when you're an early adopter.

I really can't understand all these people who want to be the first to have a new toy. It happens so often that a new product needs a recall or revision, better to stand back a while and see how it develops.

Glad you know why I bought the tool.  It had some enhacements I liked and so I bought it expecting the same high quality product I usually get from Festool.  Had nothing to do with being the first.  I really can't understand why people have to post such snotty responses like yours.  If you had posted a note sharing your frustrations, I would not have belittled you.

That's because I'm a snotty person.  [wink] I meant to give a general warning, and by no means was it my intention to offend you. I don't think I actually adressed you. But my apologies if you took it that way.

On the other hand, I see too many people here jump up and down in their seat out of excitement, 3 months before a new tool is released.

Offline Jeff R

  • Posts: 6
Re: ts55 req recall -festool- hassle!!!
« Reply #13 on: August 03, 2013, 01:07 PM »
That's what you get when you're an early adopter.

I really can't understand all these people who want to be the first to have a new toy. It happens so often that a new product needs a recall or revision, better to stand back a while and see how it develops.
I was under the impression that the TS55REQ had been on the market in Europe for quite a long time before they started selling it in the United States.  So I didn't consider myself an early adopter.

I'm hanging on to mine until I get an official recall notice or they find a solution, whichever comes first.

Offline SRSemenza

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Re: ts55 req recall -festool- hassle!!!
« Reply #14 on: August 03, 2013, 03:34 PM »
That's what you get when you're an early adopter.

I really can't understand all these people who want to be the first to have a new toy. It happens so often that a new product needs a recall or revision, better to stand back a while and see how it develops.
I was under the impression that the TS55REQ had been on the market in Europe for quite a long time before they started selling it in the United States.  So I didn't consider myself an early adopter.

I'm hanging on to mine until I get an official recall notice or they find a solution, whichever comes first.


Hi Jeff,

Welcome to the FOG!  [smile]

---------------------------------------------------------------------------------------------------------------------------------

My suggestion for those with TS55REQ questions is to call Festool this coming week.

And to  refer to these threads for the currently available information.   

http://festoolownersgroup.com/ask-festool/recall-on-55req-27279/

http://festoolownersgroup.com/ask-festool/ts-55-req-recall-fact-or-fiction/


Seth

Offline Birdhunter

  • Posts: 2382
  • Woodworker, Sportsman, Retired
Re: ts55 req recall -festool- hassle!!!
« Reply #15 on: August 03, 2013, 05:55 PM »
What problem triggered the recall?
Birdhunter

Offline mattdh

  • Posts: 150
Re: ts55 req recall -festool- hassle!!!
« Reply #16 on: August 03, 2013, 06:01 PM »

*** and for anyone else reading this post- just to let you know be careful. i was using my 55req and didnt realize it didnt retrack after a cut i had made and set the saw down  and it made about a pretty nasty 6" gash in a customers carpet that i have to have repaired now (hoping it can be repaired)!****

the blade not retracting (or not un-plunging?) is the reason for the recall

Offline Rick Christopherson

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Re: ts55 req recall -festool- hassle!!!
« Reply #17 on: August 03, 2013, 06:27 PM »
What problem triggered the recall?

As stupid as this sounds, government regulations prevent anyone from answering this question under SubParagraph 15(i) of the Consumer Product Protection Act (15 U.S.C. §§ 2051−2089). I am not an attorney, but that is my personal interpretation of the law. Information will come forward as soon as possible, but the law prevents it from happening before the law permits it from happening. I may be wrong about which paragraph of law covers this, but nevertheless, that is why you won't hear any answers to your questions.

Be patient and the information will be forthcoming as set forth by Federal Law. It is not that no one wants to answer your question. It is because they cannot legally answer your question.

Offline RL

  • Posts: 3039
Re: ts55 req recall -festool- hassle!!!
« Reply #18 on: August 03, 2013, 06:38 PM »
Lee Valley's website states quite clearly that:-

 "Festool has advised all dealers to stop selling and to return all existing stock of the TS 55 REQ Plunge Cut Circular Saw due to a potential performance issue. In cooperation with Health Canada and the U.S. Consumer Product Safety Commission, Festool intends to recall this product due to a potential problem with the plunge mechanism. If you have a TS 55 REQ Plunge Cut Circular Saw, please discontinue use immediately and contact Festool directly at 1-855-784-9727 (toll-free) for further information about your options."

I pre-ordered my TS55 REQ ahead of the launch date and sold my perfectly good TS55 before that! Oh well. I haven't sent it back yet but I'm not using it at the moment. A refund or the TS75 is of no interest to me.

What I find confusing is why the saw is considered safe in Europe, was on sale for a long time before arriving in North America and suddenly faces a regional recall? Was the saw modified in some way for North America? Similarly the issues with the Midi and RAS 115 in Canada and not the US seem to be administrative-related, not safety-related which I have less sympathy with than for a safety issue such as the plunge mechanism on the saw.

I hope it all gets sorted out sooner rather than later.


Offline Rob Lee

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Re: ts55 req recall -festool- hassle!!!
« Reply #19 on: August 03, 2013, 07:31 PM »
What problem triggered the recall?

As stupid as this sounds, government regulations prevent anyone from answering this question under SubParagraph 15(i) of the Consumer Product Protection Act (15 U.S.C. §§ 2051−2089). I am not an attorney, but that is my personal interpretation of the law. Information will come forward as soon as possible, but the law prevents it from happening before the law permits it from happening. I may be wrong about which paragraph of law covers this, but nevertheless, that is why you won't hear any answers to your questions.

Be patient and the information will be forthcoming as set forth by Federal Law. It is not that no one wants to answer your question. It is because they cannot legally answer your question.

Rick is spot on.

Unfortunately.


Offline darita

  • Posts: 292
Re: ts55 req recall -festool- hassle!!!
« Reply #20 on: August 03, 2013, 07:47 PM »
I called about the recall and had my name and email put on a list, to be notified when a solution has been found.  I didn't want to be without my saw for very long, so I just asked if there was a call list.
By the way, I'm sure we all know that Festool will come up with a good and permanent fix for the issue and we'll all, once again, be happy with our Festools.
As for being an early adopter, I for one, like it.  I like being one of the first to own and it's fun to get something that's new to everyone.  I know that there may be issues with a new tool, but I'm also confident that Festool will make good, so I''m not at all worried.  What I don't like is getting a tried and true tool, only to have a new version of that tool hit the market shortly after I get it.  I like having a too that is the most up to date version, for a long time.  That's when I feel I've really gotten my money's worth.  My $.02.

Offline elimelech12

  • Posts: 376
Re: ts55 req recall -festool- hassle!!!
« Reply #21 on: August 03, 2013, 07:49 PM »
Most of this was already discussed and the thread was eventually closed. We can all speculate but In the end we have to wait for Festool

Ts55 recall
Sold my tools but kept a few Fes-tools...just in case.

Offline GrinningShark

  • Posts: 51
Re: ts55 req recall -festool- hassle!!!
« Reply #22 on: August 03, 2013, 08:19 PM »
That's what you get when you're an early adopter.

I really can't understand all these people who want to be the first to have a new toy. It happens so often that a new product needs a recall or revision, better to stand back a while and see how it develops.
I was under the impression that the TS55REQ had been on the market in Europe for quite a long time before they started selling it in the United States.  So I didn't consider myself an early adopter.

I'm hanging on to mine until I get an official recall notice or they find a solution, whichever comes first.

Thats what I was thinking also.

Offline SRSemenza

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Re: ts55 req recall -festool- hassle!!!
« Reply #23 on: August 03, 2013, 08:32 PM »
Until Festool puts forth additional information all that can be done is to speculate so ........ This thread like the other will be locked for the time being. Below is a statement posted by Shane Holland from the other recall thread.



Festool has notified the Consumer Product Safety Commission (CPSC) and Health Canada of a potential problem with the plunge mechanism on some TS 55 REQ Plunge-Cut Track Saws.  While investigation is continuing, Festool, in cooperation with the Consumer Product Safety Commission (CPSC), intends to recall affected units. If you have a TS 55 REQ Plunge Cut Track Saw, please discontinue use immediately and call Festool directly at 1-855-784-9727.

This thread is closed temporarily for discussion.  We will reopen this thread and provide more information once it becomes available. Thank you for your patience.




Seth

Offline Festool USA

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Re: ts55 req recall -festool- hassle!!!
« Reply #24 on: August 05, 2013, 07:39 PM »
Although the thread has been locked, if anyone feels like they are not receiving exceptional service from us, please contact me directly.

It is true that the vast majority of employees, myself included, were out of town last for an annual corporate meeting.

Shane

Offline SRSemenza

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Re: ts55 req recall -festool- hassle!!!
« Reply #25 on: October 02, 2013, 10:45 AM »
We are redirecting all new posts regarding the recall to this one thread ........... TS55REQ Recall

Please use that thread for all new posts on the topic.



Seth