Add on To Festool T15+3 Broken Still

[jmbfestool]

Like every one said on the post before about the Festools Brand New T15+3 Drill being broken I send it off to got it fixed it was fixed in 4 days! I thought that was quick! It was working so i was happy BUT! Then i notice the EC-Tec switch on the back was stuck I could not turn it!!! It looked like they did not put the drill back to gether properly and they jammed the switch.  Now I Have only used this drill for less than 1 week and festool wont replace it they will only fix it but then still give it back to me broken. Now i love festool tools but this has f*cked me of. I can buy bosch Makita even shit Dewalt and they just give you a new one!  I had the Dewalt Second fix gun for 5 months and it stopped workin and they send me a brand new one.  Now i dont know what to do because I think im entitled to a new drill! Not bodge job fixing the drill! OR my money back!

Thanks! Sorry that this is more of a moan than a question! but i think people should know about things like this! How companies treat their customers! Because what annoys me I have spend over ?2000 pounds on festool tools and they cant even give me a new drill for a fualty drill which is their fualt not mine!!!!!!!!

 

[nickao]

Yes, bad service occasionally happens at any company.

This is one area where I think Festool is really weak. That 30 day should be 90 days. If a tool does not break down in 90 days generally it last a LONG time. Like any electronic or electrical device a TV etc, they tend to break down within the first 90 days, not 30 days.  After 90 days the stats show any thing electrical last a long time as I said before. Anyone can google this type of info, Festool must know it. They also must know almost every other tool maker now gives the 90 day return for any reason, not fix it, but return it or get a new one.

I believe this is becasue Festool does not want to get into the refurbished issue. The stats say a tool or almost anything will last 30 days and if they do not have to take a return they fix it. This does not put them in that situation of what to do with all these tools that were returned, but could be fixed as new. The other companies sell them off as refurbished. Refurbished items may give Festool an aura they do not like or something.

This is all conjecture, a theory, a guess, so don't come at me now.

I do stand by my opinion that Festool should go to a 90 day instead of 30 day satisfaction guarantee.

Actually, I have heard good things about the newest DeWalt cordless, though I have not personally put one through the paces.

 

[Forrest Anderson]

jmbfestool:

I'm sorry that your drill was returned to you in that condition. Did you get it from a local "bricks and mortar" dealer, or on-line?

For everyone else:

Remember that jmbfestool bought his machine in the UK, where there is no "30 day money back guarantee. If you are not completely satisfied, your full purchase price will be refunded, excluding all freight charges".

The USA appears to be one of the few lucky countries which have this 30 day no-questions-asked guarantee - see my post on 2 Oct 2008 on this subject (and the subsequent reply by Frans about the situation in Germany and the Netherlands.

Forrest

 

[jmbfestool]

I got it from a local dealer! Dont buy powertools from internet incase of fualts!

I didnt not know that so USA get 30 days we dont get any that is RUBBISH!

 

[jaegerhund]

I got it from a local dealer! Dont buy powertools from internet incase of fualts!

I didnt not know that so USA get 30 days we dont get any that is RUBBISH!

chanting :  USA! USA! USA! --- -- just kidding --- that is rubbish as you would say ---- what's the reasoning here?  Hopefully this will be changed for you guys.

Justin

 

[jmbfestool]

I got it from a local dealer! Dont buy powertools from internet incase of fualts!

I didnt not know that so USA get 30 days we dont get any that is RUBBISH!

chanting :  USA! USA! USA! --- -- just kidding --- that is rubbish as you would say ---- what's the reasoning here?  Hopefully this will be changed for you guys.

Justin

I think is should i think it is wrong! Why are we different we are actually closer to germany than you so would of thought we would have more benefits but we have less! No fair!

 

[Forrest Anderson]

So really Germany are taking the piss out of UK  not giving use the 30 day guarantee so really all British people should not buy any Festool untill they give us 30day money back guarantee!

It seems to the policy of other manufacturers too, so don't be too hard on Festool! Makita USA offer a 30 day trial period, DeWalt USA offer a 90 day trial period, and Bosch USA offer a 30 day trial period. As far as I am aware, none of these apply to sales from the UK arm of these manufacturers.

Do any of our Australian FOG members know of a major power tool manufacturer who gives a USA-style x-day no-questions-asked guarantee in that country?

Forrest

 

[Troll]

Sorry about your problems jmbfestool, seems like a run of bad luck.  You should remember that under UK law your contract, and any redress, is with the store that sold you the goods.  The Sale of Goods Act (1974?) says goods sold should be of merchandisable quality and fit for purpose (plenty info from the Net or your local Trading Standards Office).  These are your Statutory Rights over and above any warranty.  Remind the seller (not Festool) of this and I see no reason why you cannot demand a new drill or refund.  You also have similar redress against any credit card company if you paid with a credit card.

My own personal experience with Festool drills is extremely positive. I had a new c12 when they came out which had a faulty (and still does) which means when you sometimes depress the trigger nothing happens.  Total mystery, had two new triggers fitted but no cure.  After 2 years and 3 months I contacted Festool Uk and after discussion with Festool Germany I was sent out direct from the factory a brand new drill complete.  So I ended up with two drills!  Other than the fault mentioned that drill has run perfectly every day for 4 years.  It has drilled holes far beyound it intented purpose and really took some stick.  The batteries are as good as the day I bought it, unbelievable endurance (2.4 amp).  Incidentally I have a cdd drill which I haven't used for 2 years (2amp NC), started using it again, ran straight from the box.  No problems with the batteries at all.  I know others experience with Festool drills have been different, but for me thay are the best.  You will always have problems with the manufacture of any product, as I experienced, but I look at the picture as a whole,  I have never regretted the purchase of any Festool item, for me there is clear blue water between them and other products.  I respect the fact that they continue with a European manufacturing base and by purchasing them I too can support European jobs, but above everything they make my job so much easier and better.  Every time I use my TS55 I think how good is this!  Sorry about the advertorial, hope you sort out your issue soon jmbfestooll

Troll

 

[Frank-Jan]

In Belgium and the Netherlands festool doesn't do the 30 day money back thing either, unless you sign up for the tools for profit program. This program also give other benefits, such as the ability to save the toolpoints, quicker repairs (24h vs 48h), and free monthly workshops at a festool demonstration center, you can replace tools that are stolen in the first 3 years for a nominal amount (50?).

I just checked but I can't find the tools for profit program on the festool uk site (not all European countries offer the program), but they do have a customer feedback after repair form in the "after sales" section of the site. link to form In your case I would fill it out and see what they offer.

Btw, personally I don't really like the 30 day money back thing, because I think a lot of people will just buy expensive tools they know they're not going to need often, then return them instead of renting, and the other tools will become even more expensive as a result.

 

[nickao]

I do not agree at all. Anyone that purchases especially a Festool is not someone that uses a tool just to take it back.

Obviously that is not the case here in the USA as Porter Cable and DeWalt have gone to 90 days and find it not a problem. And they make tools MUCH less expensive than Festool.

It is all about customer confidence.

People that are going to return a tool buy a  100.00 router to begin with, they are cheap people, they are not going to buy a 500.00 router just to take it back. These people that pull the return trick have little money to begin with.

You have a non trusting view. MOST people are NOT like that, definitley not enough for a tool company to feel it. In my experience most people are honest. I do not think that is done much at all in the entire scope of tool sales.

 

[marrt]

If you buy a tool in the UK and don't like it, can you return it at all?  Say, in two days or something?  If so, go buy the same tool.  Then, just return the "bad" one and get your money back.  Dishonest you say?  Not to me...because the tool was defective and they should have replaced it.

 

[nickao]

Any store should take a return for 14 days for anything in my opinion. It should have nothing to do with the manufacturer, the store itself should do it. If they are forbid from doing that from the manufacturer I do not care they should it eat then or not sell the stuff.

Its just good business.

 

[MCASE]

I'm sorry to hear of your bad experience with Festool.  The only Festool I own is the Domino joiner.  I bought the Domino because it's unique and patented and therefore there are no competitors.  I had a whole series of problems with the original machine and had to have it replaced.  I have thought about buying other Festool products, but I honestly can't see the advantage.    I have had very few problems with my power tools over the years, mainly because I always purchase high-end tools.   I have never had any failures from Bosch, Makita,  or Milwaukee.    I have had a few with Porter-Cable and a few more with Dewalt.  Porter-Cable it should be noted has a great warranty (90 days satisfaction guarantee, three year repair)  Dewalt, on the other hand, offers a  more limited thirty-day return policy like Festool.  However, there is still a  significant difference  between Festool's return policy and Dewalt's.   Because I buy my tools from reputable over-the-counter dealers that value their customers,  If I have a problem they take care of it right then and there.  There is no shipping-back-the-tool  BS, I'm simply handed a brand new tool.  Also, if there is a recurring problem they will stand up to a manufacturer and get me a new tool even beyond  the stated return limit.   Festool, on the other hand,   is inflexible.  Dealers tell me that Festool  refuses to bend their repair v. return policy.  Because of this many dealers are not willing  or able to go to bat for  the customer.    Festool's rigid and limited policies are certainly part of the reason I have not made further purchases.   If Festool wants double the money for their products I expect more quality and service not less.