"All Inclusive" does not mean the same thing world wide

[Metricmonkey]

In September of last year (2014), I began to build my awesome inventory of Festools.  I started with the TS 55 Track Saw and by December I had purchased about $20,000.00 in various saws, sanders, routers and accessories.  The tools made me feel unstoppable and my confidence was soaring high!  I knew I would be realizing my dreams of owning my own successful business in no time!

Friday March 6th, 2015, I discovered that a lower life form had come to my jobsite, and stole about 3/4 of my registered inventory.  I panicked to say the least!  I called the police and made a report immediately and have been scrambling for the last several days to figure out how to complete my job without my coveted tools!  Thankfully I remembered last night to check into the 36 month theft protection.  I had a glimmer of hope as I read over the fine print.  It appeared to me that for a small fee, they would do a ONE TIME REPLACMENT of any registered tools!  I went through the check list- YES!  I was easily within the 36 months ( 5 is more like it!!).  Yes!  I had registered them all within 30 days!  Yes- I had immediately made a police report, complete with printed copies of all my inventory receipts.  I noted that it required you report your theft within 5 business days of reporting the crime.  YIKES!  That's tomorrow!!  So early this morning I started scrambling around trying to meet the deadline!  I had not been assigned a "case number" by the police yet, but I figured I would get the process at least started while I waited to find out that number.

THAT is when I discovered the most devastating news!!!  Festool ONLY stands by their products in the UK!!!!  Can this be correct?  How can it be that this wonderful theft program, which could save my very livelihood at this moment, could not be available to me??

I am disgusted that this protection plan would be available to so many, and yet mean absolutely nothing here in the United States!!!  I am hoping and praying that this is a huge misunderstanding, and that Festool does indeed help ALL customers, regardless of location, to replace their products.  But as the day progresses, I can see that it is futile.  This program does not appear to be truly "All Inclusive" in all parts of the world.  Hugely Disappointed

 

[copcarcollector]

I have never been under the impression that the theft protection was available in the USA. The UK site mentions it, but not the US site as far as I can see... I am sure that Shane will chime in here shortly.

And, sorry to hear about this, sucks for sure, hopefully you will get them back through the cops, or your insurance.

Here is information right on the front page of the Festool USA website, plus the details I found there:

[attachimg=1]

Here are the terms I found on the festool USA site:

http://www.festoolusa.com/service/warranty/

FESTOOL SERVICE ALL INCLUSIVE® Limited Warranty

Festool USA warrants that all new Festool power tools1 purchased from authorized dealers in the U.S. and Canada will be free from defects in materials and workmanship for a term of 3 years from the date of original retail purchase.

Service All-Inclusive Warranty
Conditions of the SERVICE ALL INCLUSIVE® Limited Warranty are as follows:

This warranty applies for 3 years from the date of original retail purchase. Proof of purchase is required. This warranty is void if the tool is not used, operated, repaired and maintained in accordance with the tool's instruction manual.

Excluded from this warranty's coverage are:

    Accessories and/or attachments, including, but not limited to, saw blades, drill bits, router bits, sanding discs and apparel
    Tools purchased from outside of the U.S. or Canada
    Repairs or replacements not performed by an authorized Festool Service Center, outside of routine maintenance as set forth in the instruction manual
    Parts or components not supplied by Festool or that have been modified
    Damage caused by misuse, abuse, accident, impact, abnormal wear and tear, improper storage and/or exposure to the elements, or neglect
    Damage caused by anything other than defects in materials and workmanship
    Normal adjustments and recommended maintenance as set forth in the tool's instruction manual
    Damage from the operation of the tool at a voltage or frequency different from the tool's rating, including the use of transformers
    Damage resulting from the use of any non-FESTOOL accessories or attachments
    Tools used in high volume industrial applications2

Should any failure covered by this Limited Warranty occur, the purchaser must contact Festool through our website, www.festoolusa.com/sai or call 888-337-8600 for authorization and shipping information. Festool, in its sole discretion, may elect to repair, replace or refund the purchase price of any tool covered by this Limited Warranty that is found to be defective, at no cost to the purchaser. Warranty returns will be processed by Festool according to normal work flow and availability of replacement parts and components. Festool will issue a prepaid shipping label for return of the tool to the Festool Service Center and will also return the repaired tool freight prepaid, if the repair or replacement is covered under this Limited Warranty.

FESTOOL SHALL NOT BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL OR SPECIAL DAMAGES REGARDLESS OF THE THEORY OF LAW ON WHICH THE CLAIM IS BASED. ALL WARRANTIES IMPLIED BY STATE LAW, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE HEREBY LIMITED TO THE DURATION OF THREE YEARS.

SOME STATES IN THE U.S. AND SOME CANADIAN PROVINCES DO NOT ALLOW EXCLUSIONS/LIMITATIONS OF INCIDENTAL OR CONSEQUENTIAL DAMAGES AND/OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU. THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS THAT VARY FROM STATE TO STATE IN THE U.S. AND FROM PROVINCE TO PROVINCE IN CANADA.

With the exception of any warranties implied by state or province law as limited above, the foregoing limited warranty is exclusive and in lieu of all other warranties, guarantees, agreements, and similar obligations of Festool. No agent, representative, distributor, dealer, or employee of Festool has the authority to increase or otherwise modify the obligations or limitations of this warranty.

 

[Rob Z]

In all the years of buying/owning/using Festool, I have never heard anything mentioned about Festool covering losses because of theft.

I have had theft protection for tools for nearly twenty years via my business  policies with Erie insurance. It never crossed my mind that  a manufacturer would insure tools sold to customers.

 

[elfick]

That completely sucks! I understand being royally pissed off, but this statement:

Festool ONLY stands by their products in the UK!!!!

is both unnecessarily inflammatory and patently wrong.
The phrase "SERVICE All-Inclusive" is used world-wide, but means different things in different regions. For instance, the U.S. gets a 30 day money back guarantee, but UK only gets 15 days (if I recall correctly).
I'm quite willing to bet you've never seen mention of theft protection in the US. http://festoolusa.com/service/ 

 

[Grasshopper]

Sorry for your loss.

Although, I wouldn't expect BMW to replace a new car that was stolen. That is what 3rd party insurance is for. Similarly I wouldnt expect festool to replace stolen goods either. In these examples both German companies still "stand by their products" (even without theft protection).

You may check with your homeowners insurance (or depending on where the items were stolen, the associated insurance provider. Hope you get squared away one way or another.

 

[moody]

I'm sorry to hear of your loss. In Sweden we have theft protection as well, checked a few different festool-sites and the only countries not utilising theft protection seem to be USA and Australia? I actually thought that was a part of the "Festool concept"? Anyway, surely you are insured in some other way?

 

[Davej]

Here in the UK we do have theft protection. BUT there is an excess of £100 per item so if you had a lot of gear stolen the excess would be a lot more than any excess from an insurance policy.

 

[Metricmonkey]

I absolutely do not ordinarily expect manufacturers to cover stolen items, but as someone mentioned, it is touted as one of the Concepts of the ALL inclusive service.  I was very much hoping it would be something they extended to all their customers.  Wonderful tools.  I miss them very much.  Just expressing my disappointment.  I didn't mean to offend.

 

[Administrator_JSVN]

Service All-Inclusive is a program that envelopes a group of offerings. The warranty, the money back guarantee policy, etc. and those programs vary by country/region. We (Festool USA) have never advertised theft protection and our website and warranty included with tools states the terms of service/warranty/policies and so forth.

That said, I am very sorry to hear about what happened. I hope that you have insurance that can help out with the situation. If I can assist in providing you with any information from your tool registrations, please feel free to contact me.

I'm sorry if you misinterpreted our policies in any way.

Shane

 

[Birdhunter]

If Festool were to offer theft compensation ( insurance ), the cost of their products would increase accordingly. I think home owner insurance or business insurance would be far better for the buyer.

 

[Doug S]

Theft protection, NAINA........Sorry, that doesn't really help does it  [unsure]

 

[moody]

If Festool were to offer theft compensation ( insurance ), the cost of their products would increase accordingly. I think home owner insurance or business insurance would be far better for the buyer.

But prices are pretty much the same all over the globe, with or without theft protection. Just saying..

 

[JeromeM]

But prices are pretty much the same all over the globe, with or without theft protection. Just saying..

that is not remotely correct. Japanese prices for Festool products are very much higher RO 150
In the US$565 
in Japan ¥96,800 =US$797
in UK £447 =US$659

All prices from Amazon  com, co.uk and co.jp.

 

[moody]

Guess I'm not moving to Japan after all!

 

[elfick]

that is not remotely correct. Japanese prices for Festool products are very much higher RO 150
In the US$565 
in Japan ¥96,800 =US$797
in UK £447 =US$659

All prices from Amazon  com, co.uk and co.jp.

Did you account for tax differences? In the US, most places have sales tax but it isn't included in the advertised price. Isn't the UK it is included in the advertised price. I don't know about Japan.

 

[bigjonh]

People in Japan and Uk don't get paid in dollars or purchase in dollars. What things cost there in dollars is irrelevant.

Anyway, sorry about the theft, that's terrible.

 

[Kevin D.]

I must need a vacation as when I read the title "All-Inclusive....", I thought this thread was about holiday destinations.  Doh! [embarassed]

Sorry to hear about your misfortune.  Good luck dealing with the aftermath.  Hope everything works out well for you. [smile]

 

[peter halle]

I hate to read about theft and how it influences the lives of the victims.  A few years ago I finally started insuring my tools.  It would tough to come up with the $25 K I have in my Festools.

My insurance is handled two ways:

1.  Unscheduled tools - All my hand tools and cheap electrical tools that are easily purchased at big box stores.  Many of these are duplicated and would not be the most attractive to thieves.  Replacement value determined by depreciated value.

2.  Scheduled Tools - All my Festool gear and other tools over $300.  List compiled and supplied to insurance carrier.  Full replacement cost valuation less $500 deductible per occurrence.  Cost is about 1% of value per year.

Peter

 

[DB10]

Yep, having your tools stollen is a bitter pill to swallow, there is something very personel about tools, I've still got my Estwing hammer and a few other hand tools
from when I was 16 and just starting out. But having over 20k invested in tools with no insurance, you wouldn't do that with a car.
Hope things turn around for you.

 

[peter halle]

As a sidebar to this discussion, a few years I investigated putting together a program for this type of insurance for FOG members in the US to allow members to purchase as part of a group insurance for their tools.  It was a very specialized market (think auto mechanics) and had so many land mines in the process that I threw in the towel.

Perhaps the insurance industry is different in Europe and other parts of the world.  Or perhaps other "branches" of Festool elsewhere are self-insuring.  But it is not a simple process to set up.

Just an FYI.

Peter