Another reason to buy Festool

[Brent Taylor]

I bought an OF 2200 recently for an upcoming job  (online ) and hadn't put the router through it's paces, I had turned it on, checked the plunge and made sure that everything was in the Systainer. Great. Awhile later, about a week or so, decided to chuck up a bit, no grab on the shank, did a little looking around and noticed that the gear ring was missing. I think that maybe someone needed to fix there tool and used the 30 day policy to do so or it was just forgot at the factory.  But a call  to  Festool and new gear is on it's way, Thank You, Festool for making  life so easy. I know that I could have sent it in to be fixed, but by the time I had in repacking,  getting  it shipped  and shipped back, I should have the part and it installed in far less time and hassle. One idea though, maybe in the next generation make the shift like the 1400 so you can use two wrenches, just in case( don't over  think it so much ). Thanks again               

 

[Locks14]

So let me get this right... They either sold you a new product that was misassembled from the factory or one that was actually second hand and someone stole the part before returning (but not sold as restock, recon, etc), but because they offered a basic repair solution (as they're legally bound to do so) that's "another reason to buy Festool"?

Come on, this is as tenuous a reason for advocacy as they get!

It's like saying "hey I bought a BMW 5 series but they forgot to fit a clutch, but they've sent me one out to fit myself, yet another reason to buy BMW"...

 

[mouppe]

I think it just shows common sense all round.  Good result.

 

[Holmz]

So let me get this right... They either sold you a new product that was misassembled from the factory or one that was actually second hand and someone stole the part before returning (but not sold as restock, recon, etc), but because they offered a basic repair solution (as they're legally bound to do so) that's "another reason to buy Festool"?

Come on, this is as tenuous a reason for advocacy as they get!

It's like saying "hey I bought a BMW 5 series but they forgot to fit a clutch, but they've sent me one out to fit myself, yet another reason to buy BMW"...

There is no like button... [wink]

 

[roblg3]

It sounds like the guy got what he paid for?  I'd like to see just how fast a different tool company fired off the needed part and just how much hassle there would've been surrounding it.  I'm saying that it SHOULD"VE BEEN RIGHT, right out of the box....but it wasn't.  Did the company make it right? quickly? and easily?  that's the point

 

[Holmz]

It sounds like the guy got what he paid for?  I'd like to see just how fast a different tool company fired off the needed part and just how much hassle there would've been surrounding it.  I'm saying that it SHOULD"VE BEEN RIGHT, right out of the box....but it wasn't.  Did the company make it right? quickly? and easily?  that's the point

I am not entirely drunk on 'Kool Aid'...
A factual check of return policies may be enlightening to understand how great and comprehensive the FT policy is.

Harbor Frieght would have to be the complete opposite of FT, and they have a 90 day return policy that says " for any reason".

As Harbor Freight (and Lowes, etc) do 90 day, then I am not sure what is so special about FT 30 day policy?

deWalt has a 90 day policy: http://www.dewalt.com/warranty-information.aspx

Other manufactures have policies too, and many are born out of consumer protection laws, so it is not they generally are just great hearted folk. But if you are forced to comply with repair and warranty laws, then it makes perfect marketing sense to roll it into why your company is great.

https://www.boschtools.com/Service/warranty/Pages/ProductWarrantyPowerTools.aspx?WT.ac=BT_ProductWarranty_TextLink_PTWarranty_LeftTextBlock

https://warranty.fein.com/

Maybe I missing something here? ???

 

[Kevin McConville]

It sounds like the guy got what he paid for?  I'd like to see just how fast a different tool company fired off the needed part and just how much hassle there would've been surrounding it.  I'm saying that it SHOULD"VE BEEN RIGHT, right out of the box....but it wasn't.  Did the company make it right? quickly? and easily?  that's the point

The way I read it neither us or the OP knows if they got what they paid for as the gear is only on its way and he should be able to get it and install it in less time than sending the tool back. Of course who knows what else was missed on this tool or what other yet to be discovered parts were removed. So the Company has not made it right but is merely in the process of attempting to supply the part the OP thinks is the problem, while this may or may not be acceptable to someone it is a low standard. Routers can be dangerous and the only thing the manufacture knows about this particular tool is they missed at least one thing, or someone tampered with it and they need that unit back to determine where their production and Quality systems broke down and if there is something more serious that was missed/removed - world class would be to send him a replacement so he has a tool that he can use quickly and they know he has a safe tool that is not missing anything else.

If how fast a different tool company is the question and I bought a router and I found out 4 hours ago it was missing parts especially related to the collet - I would already have a brand new one in my hands simply by walking in to the store I bought it from and swapping it for a new one, no hassle at all. I recognise that the way the OP describes the timing is he IS in the 30 days and he could do that with this tool as well. He has chosen a different path and it's his tool and his money and he can do what he wants with them and I'm not passing judgement on him. I just agree with Locks that this is far from a testimonial, I highly doubt that we will see a customer care story on Festool.com about how they sold a Customer a defective tool and went above and beyond by sending him the part he diagnosed for him to install it himself.

This whole thread is going to be exceptionally polarizing it's not going to end well.

 

[Greg M]

Festool's return policy is nothing special at all.  It's even on the lower side compared to other tool suppliers.  However, their service policy is fantastic and the best in the business.

 

[SittingElf]

Festool's return policy is nothing special at all.  It's even on the lower side compared to other tool suppliers.  However, their service policy is fantastic and the best in the business.

....and THAT is what really matters.  Shipping both ways for service/repair?.. find your other companies that agree to that!  Many won't even cover return shipping for an INITIAL problem, and many others say they have a return policy, no questions asked, but with a 10-15% "restocking" fee.

Pffft!  I'll take the Festool, thank you very much! [smile]

Frank

 

[Kevin McConville]

Festool's return policy is nothing special at all.  It's even on the lower side compared to other tool suppliers.  However, their service policy is fantastic and the best in the business.

This I agree with - as I pointed out in another post Lee Valley has a try it and if you aren't completely satisfied in 90 days return it policy on everything they sell in the store and they reimburse the shipping both ways, EXCEPT FESTOOL which is limited to 30 days. The only reason they would do that is because Festool forces them to.

And YES 3 years all inclusive is a good warranty no question - just don't forget how much we pay for it. If anyone wants to buy their Bosch or Dewalt tools from me at double to triple the current price I will invest the money and happily cover any warranty or replacements for 3 years. To put this in perspective - go and get a quote for a car, it will come with a basic warranty but price out the extended 5 year unlimited bumper to bumper warranty - it doesn't cost as much as the car did in the first place - it costs 5 to 10% of the cost of the car.

I know I may come across hard on Festool sometimes but I really think that the closer we look at these things the more it challenges them to do better and provide better value for our hard earned money we spend on them.

 

[peter halle]

Glad that it worked out to your satisfaction!

Peter

 

[jacko9]

Festool's return policy is nothing special at all.  It's even on the lower side compared to other tool suppliers.  However, their service policy is fantastic and the best in the business.

This I agree with - as I pointed out in another post Lee Valley has a try it and if you aren't completely satisfied in 90 days return it policy on everything they sell in the store and they reimburse the shipping both ways, EXCEPT FESTOOL which is limited to 30 days. The only reason they would do that is because Festool forces them to.

And YES 3 years all inclusive is a good warranty no question - just don't forget how much we pay for it. If anyone wants to buy their Bosch or Dewalt tools from me at double to triple the current price I will invest the money and happily cover any warranty or replacements for 3 years. To put this in perspective - go and get a quote for a car, it will come with a basic warranty but price out the extended 5 year unlimited bumper to bumper warranty - it doesn't cost as much as the car did in the first place - it costs 5 to 10% of the cost of the car.

I know I may come across hard on Festool sometimes but I really think that the closer we look at these things the more it challenges them to do better and provide better value for our hard earned money we spend on them.

There are other high end tool manufactures that don't come close to Festool.  Mafell has you pay the initial purchase shipping charges, no return policy without restocking fees if they agree to take it back unused and in original condition.  One year warranty and you pay shipping and their products cost a whole lot more than Festool!  I know because I just purchased a MT-55cc track saw which I'm entirely happy with but it costs a lot more than the Festool saw and tracks (with no bundle offered).

I have a lot of Festool products and have had one experience with a Domino problem that was handled after the warranty expired at no cost except my shipping it to them - Excellent Service!

Jack

 

[mclaeys]

Well stated. This is exactly the reason for major purchases I go to the dealer, for service and assurance. Accessories I buy online.

 

[Wuffles]

....and THAT is what really matters.  Shipping both ways for service/repair?.. find your other companies that agree to that!

Really?!

In the UK I can tell you that Bosch & Hitachi have both offered me that. Bosch's turnaround was faster than that of Festool UK last time I used both. Bosch also told me what they'd done to fix my item, Festool didn't.

However, neither Bosch nor Festool seem to give notice regarding return dates for kit - meaning you can easily miss a returned item by not being in on the date it's slated to be delivered - which is annoying as it's not hard to email/text/call someone.

 

[Brent Taylor]

I didn't mean to raise a ruckus, all I wanted to say is in today's world it is nice not having to play the blame game with a company and a problem with there product, due to their fault or someone else. I have had too many occasions where I have bought something and had to return it and had been told that it's not there problem or had to fight with them to resolve the issue, first of all I stand behind my work and I expect others to do likewise, secondly I don't have the time or personality to stand for that kind of crap and lastly, when a company would rather spend more time and money fighting with there customers that pleasing them, I find myself not wanting or needing there product.  I also know that I am taking a risk in repairing the tool myself, I have been in the trades since I was 14 and the area I grew up in was quite far out in the sticks, so you had to learn who to fix the things you have or you were screwed, plus a wee bit of design background helps too. So long story short, they made me happy so far, I don't have to fart around with 5 different groups of people to do a simple task and if that makes me foolish, so be it, I have be called much worse ( I was a Building Inspector for years) :

 

[Df1k1]

Agreed. Bought a Rigid oscillating sander and the table insert was warped and also no safety key with it.  Spent 45 minutes on the phone eventually got the table insert. Still no safety key as it is "backordered". I have to jam small pieces of wood in the on switch to get it to work.  The bottom line is Festool handled it the way they should.  No company is perfect and to think all products will be absolutely 100% just because they're expensive is not realistic.  Great customer service on there end

 

[woodie]

There are other high end tool manufactures that don't come close to Festool.  Mafell has you pay the initial purchase shipping charges, no return policy without restocking fees if they agree to take it back unused and in original condition.  One year warranty and you pay shipping and their products cost a whole lot more than Festool!  I know because I just purchased a MT-55cc track saw which I'm entirely happy with but it costs a lot more than the Festool saw and tracks (with no bundle offered).

I have a lot of Festool products and have had one experience with a Domino problem that was handled after the warranty expired at no cost except my shipping it to them - Excellent Service!

Jack

Just to clarify, these are Timberwolf's policies. Mafell offers 3 year warranty similar to Festool in other countries. Last I checked Mafell also offered a trial period in those countries.

 

[jacko9]

There are other high end tool manufactures that don't come close to Festool.  Mafell has you pay the initial purchase shipping charges, no return policy without restocking fees if they agree to take it back unused and in original condition.  One year warranty and you pay shipping and their products cost a whole lot more than Festool!  I know because I just purchased a MT-55cc track saw which I'm entirely happy with but it costs a lot more than the Festool saw and tracks (with no bundle offered).

I have a lot of Festool products and have had one experience with a Domino problem that was handled after the warranty expired at no cost except my shipping it to them - Excellent Service!

Jack

Just to clarify, these are Timberwolf's policies. Mafell offers 3 year warranty similar to Festool in other countries. Last I checked Mafell also offered a trial period in those countries.

Thanks for the clarification however, it doesn't help us here in North America.

 

[sae]

Agreed. Bought a Rigid oscillating sander and the table insert was warped and also no safety key with it.  Spent 45 minutes on the phone eventually got the table insert. Still no safety key as it is "backordered". I have to jam small pieces of wood in the on switch to get it to work.  The bottom line is Festool handled it the way they should.  No company is perfect and to think all products will be absolutely 100% just because they're expensive is not realistic.  Great customer service on there end

Really, you're gonna judge a company on it's supply chain? So because a mfg is backordered on a part (which is really common, parts are made available for manufacturer wayyyyy before they're made available for spare parts distribution), they're not worth a crap? What about the people who waited months for a Kapex?

You guys sure have some funny (moving) metrics.

And anyways, why didn't you return the sander for another?

 

[Cheese]

Really, you're gonna judge a company on it's supply chain? So because a mfg is backordered on a part (which is really common, parts are made available for manufacturer wayyyyy before they're made available for spare parts distribution), they're not worth a crap?

That's not been my experience in over 35 years in Engineering.

A typical product release is initiated by an ECO (Engineering Change Order) and on that ECO every department representative must place their signature signifying that they have completed their part of the product release task. That would include Inventory & Spare Parts which is usually a subset of Manufacturing. If any signature is missing, the product will not be released.

Prior to the final signing of the ECO, a representative from Engineering, Quality Assurance, Manufacturing and Testing will sit down and come up with a list of "anticipated" spare parts that will need to be ordered, inventoried and approved by QA, so that when the final assembled product is released, if a cutomer has a problem, spares will be immediately available for the product. It can be a crap shoot trying to decide what spare parts to inventory, but it has to be done if you're serious about manufacturing & selling products.