Another dead kapex

[dirkgently]

I am absolutly here to vent frustration. Saw is 3 yrs and 3 months old. Had to be sent back once at 60 days old for bevel mechanism issues......was great service then. This time i had to pay for shipping and insurance which was $175. Wow. Big expense right off bat.
Saw really has seen light service as it became my  shop saw and i purchase a new dewalt for the service  truck which is what i work out of mostly (note: my 16 year old dewalt is in my truck still...just sayin)
I realize i just may have a lemon....but i have now learned there seems to be a lot of  of motor failures out there.
I know the kapex cuts better than either dewalt saw.....but i find the cost a bit ridiculous at this point......even if festool happens to throw me a bone and fix for free shippin charges alone are 3/4 cost of my dewalt which i am very happy with.

I was really put on the spot at the ups shipping store as there suddenly appeared a huge line behind me and had to make a snap decision on junking the saw or sending back. I hope they lose it and i get to use insurance i paid for.

I also am very upset with myself for not exploring the DIY repair on the saw further.
As a service to any who may find this post helpful.....has anyone replaced thier own motor bfore?
As part of my decision to box it up and send back i considered the great free warrantee service from first time it went back.
Right now i feel like a damn fool.
Any saw which has u tube videos on how to box for shipping for repairs has got to be a problem waiting to happen.

 

[RKA]

Sorry, I feel for you.  The good news is Festool finally indicated they have added different parts in newer saws and you will get those when your saw is repaired.  I would call them and politely ask if there is anything they can do on the repair charges given it’s a known issue and only 3 months of of warranty (and you’re already out of pocket $175 for the shipping).

That said, one member here was kind enough to post a step by step tutorial on replacing the motor.  I saved a copy, so I wouldn’t have to hunt for it when the time came.  PM me with your email if you want it.  Or just search the FOG, you’ll find it eventually.

 

[blues]

Sorry, I feel for you.  The good news is Festool finally indicated they have added different parts in newer saws and you will get those when your saw is repaired.  I would call them and politely ask if there is anything they can do on the repair charges given it’s a known issue and only 3 months of of warranty (and you’re already out of pocket $175 for the shipping).

That said, one member here was kind enough to post a step by step tutorial on replacing the motor.  I saved a copy, so I wouldn’t have to hunt for it when the time came.  PM me with your email if you want it.  Or just search the FOG, you’ll find it eventually.

+1 Raj.  This would be the best way to handle it.. now that you have shipped the saw. Appeal to them and explain the situation.  Sorry about your problem.

Recently I had a miter saw fail on me (very reliable company that makes tools in teal color) . Not kapex (this one festool i will never buy). My saw was out of warranty. It went dead.  I explained the problem. Customer service person apologized. Sent me free shipping label. I sent the saw (apparently there was some slight damage in transit). 3 days later i get a call to let me know a new saw is being shipped out to me and if i can note down the tracking number. After noting it down,  i asked.. but what happened to my saw? why do you have to ship me a new one? And the person said,  there was slight damage when we received it,  but we want to send the failed unit to our r&d department so they can investigate and ensure this problem does not happen for any one else in the future.. I'm repeating "Exact words". 2 days later a brand new saw is delivered at my door step. My batteries were tested confirmed ok and they sent it with the new saw.  I was not charged anything. 
Now this is called customer service.

With much better cut capacity.. solid build quality and stellar customer service why would any one want to look else where? Remember i said my saw was out of warranty! But less than 3yrs old.

I wish every Kapex problem is handled this way so every customer becomes even more loyal.... and not have to go through so much frustration. Customers pay premium dollars for Festool. That has to be understood by the company and it should translate into actions to help customers any time there is a problem. Especially when competitors who charge half the money do a much better job.  I share this feedback to appeal to festool so they can treat their Kapex customers who have failures better. It's a motor.. not rocket technology. Get it right.
Really sorry for your failure.

 

[EdWilliams]

I also am very upset with myself for not exploring the DIY repair on the saw further.
As a service to any who may find this post helpful.....has anyone replaced thier own motor bfore?

I just did it.  Link to discussion.  The links to the excellent instructions are there. 

 

[dirkgently]

Thank you all for support and info. I normally repair (or try to) all my tools and houshold appliaces myself and now feally kick myself for not pursuing that road further. I am currently busy and for once decided to let someone else do the work.....i just had NO idea the shipping would be so expensive. This may be a bit overboard but, it would have been nice if i was given a heads up on that when i spoke to festool customer service. They madde it sound like no big deal....as i said first time it was repaired shipping was on them.
I really hope others find this thread helpful.

 

[dirkgently]

Quick update after speaking with customer service useful info for others.
This time I was told typical repair costs are about 1/2 cost of new tool
I was also told there is a flat $20 return shipping fee, which is a big relief.

He also let me know they willscrap the saw for me....with policys like that and a you tube series of videos for boxing them up....really has me scratching my head.

 

[RKA]

That's certainly disappointing.  Did they quote you for the cost of parts only assuming the motor is cooked?

 

[Cheese]

This time I was told typical repair costs are about 1/2 cost of new tool

[eek] [eek]  Imagine if that was the Chevy/Ford answer when the engine in your out of warranty SUV gives out.  [eek] [eek]

A recent [member=6237]deepcreek[/member]  Kapex motor repair in the last 8-12 months came in at $271 for parts, $78 in labor and $105 in freight & taxes.

 

[deepcreek]

A recent [member=6237]deepcreek[/member]  Kapex motor repair in the last 8-12 months came in at $271 for parts, $78 in labor and $105 in freight & taxes.

Your mileage may vary but Festool USA did not actually charge me for the parts and my Kapex was eight years old.  They were on the repair ticket but not on the bill.  It was very unexpected and I wondered if this was their way of quietly making good on the issue.
https://www.festoolownersgroup.com/...ce-dreaded-puff-of-smoke/msg590077/#msg590077

"I called Festool USA first thing Monday and was told unequivocally that because my Kapex was out of warranty, I would have to pay for the shipping to Festool Service using the company of my choice.  Fortunately having inherited the "hoarder" gene from my Mom, I kept the original box from Bob Marino.  UPS ground from Houston, Texas to Lebanon, Indiana for a 60 pound box cost me $80.26.

I heard back from Festool Service yesterday (Thurdsay) afternoon which was quick.  The total cost to me is $103.27 which includes $20 freight large, $78 "labour", and $5.27 sales tax.

The good news is the materials required for the repair were free.  This includes the 203552 End Shield Assembly (armature & bearings) at $167.64, 494785 Brush Holder with Brushes at $20.79 as well as the 494970 Field Assembly at $82.50.

The materials come to a total of $270.93 and my total outlay came to a total of $183.53 so Festool is bearing the brunt of fixing the problem."

 

[EdWilliams]

  One-way shipping from here (Maui) to Festool in Indiana - uninsured and not including the cost of the packing material is $202 USPS or $220 UPS.  With no guarantee of the out-of- warranty repair cost, no wonder the owner gave the saw to me for nothing.  I repaired it for the cost of parts - less than the one-way shipping cost. 

 

[Cheese]

  I repaired it for the cost of parts - less than the one-way shipping cost.

Just curious Ed what parts you replaced and what the part numbers were?

 

[ChuckM]

Whether it's the Kapex 120 or any machines, the best cost-saving approach is to fix it yourself. I've saved myself a couple of hundred dollars or so every time I fixed some simple problems related to my lawn sprinkler system or car or furnace or water tank or...you get the drift.

Unfortunately, most of the other times, we're at the mercy of the technicians (and their technical abilities).

Give it a few more years by which time we should know if the new motors are indeed proven free of troubles as the older ones, the repair costs ($300 - $400) will be worth it for any Kapex under 10 years old.

 

 

[Doug S]

I thought Festool extend the Kapex motor warranty to 5 years or was that only in certain countries?

 

[ChuckM]

I thought Festool extend the Kapex motor warranty to 5 years or was that only in certain countries?

Never saw any formal announcement or paperwork on that, though some of my fellow Kapex owners in Canada seemed to have enjoyed the extension when they sent in their saws for repairs. 

 

[EdWilliams]

  I repaired it for the cost of parts - less than the one-way shipping cost.

Just curious Ed what parts you replaced and what the part numbers were?

  The "end-shield"  i.e. armature assembly #203552.  I also replaced the brushes - though they were barely worn and a spring that sprung somewhere in my workshop.
  The fastfix knob has a spring behind it.  When you split the casing around the blade, you should not let it launch itself into obscurity.

 

[dirkgently]

Update, i got my estimte to repair and struggled with part number cross reference. I called to find out what was actually being replaced. Seems they are covering the armeture?? Which is field assembly, bryshes, end shield etc....they confirmed to me these are newer versions of those parts.
I have to pay for gear ks 120 part # 205177 which guy i spoke with says must have been damaged.....(saw still cut when i sent back...but was smoking and smelled awful).
Free shiping back to me.
Total repair cost is $272 plus my original $175 shipping for total of $447.00

I wish i had explored repairing myself in more depth originally as you lther smart people have!!!

I held my nose and paid withlut too much complaint. But never again. I may even post it on craigslist once i complete my next upcoming shop prefab window casing job.

 

[ChuckM]

That kind of money could get one a new, decent mitre saw, non-Festool of course.

If I had gone that far,  I wouldn't part with it since it is now fitted with the new motor...so far the new version seems to be holding up.

 

[Doug S]

You would think that with all the Kapex motor issues and the fact that the saw was only just out of warranty Festool would cover the shipping....

Do hang on to the saw though, the Kapex is great to use and the fix seems to have worked.