Bad experience with Woodcraft and Festool

[chrismorrow]

So this past Christmas I thought I would be smart and request nothing but Woodcraft gift cards from any and all who asked me what I would like for Christmas.  Well that worked out nicely, I ended up receiving around $1300 in gift cards. So the day after Christmas, I went online to the Woodcraft website and placed an order for a Domino since my local Woodcraft was out of them.  It arrived this past Monday.  As I began to unpack the shipping box, I could hear stuff rattling around inside.  I opened the systainer to find it broken in several places. 

Also, the Domino had clearly been used as a demo.  There was wood dust on it and the underside was marred from the accessories being put on and removed.  Needless to say, I wasn't very happy so I called Woodcraft.  They were very apologetic and agreed to send me another Domino.  Well, that one arrived last night (Friday). 

I opened it up and everything LOOKED ok.  The systainer was in much better condition.  There was no evidence of this tool having been used before.  So I took it down to my shop and grabbed a piece of scrap.  I plugged it up and made my first plunge into a piece of 3/4 ply.  It went ALL THE WAY THROUGH IT!!!  I thought, I obviously need to check the depth of plunge.  When I did, the little green button to adjust the depth of plunge was completely broken off.  I found it lying in the systainer. 

I called Woodcraft again to explain what had just happened.  Again, they were very nice.  Ultimately, I have chosen to just keep the original Domino I got from them and put it in the newly delivered systainer. 

I have shopped at Woodcraft for years and have never had a problem.  I have used Festool for years and never had quality issues.  The only variable here was UPS.  But I can't be sure if it was their fault because both shipping boxes were intact.  The lesson I've learned is simply to buy direct from my local Woodcraft in the future.  I registered my new Domino online last night.  Needless to say, I'm a little nervous about it.  So I want to be sure it's registered should I need warranty service in the future.

 

[wow]

This is just my opinion, but you paid a premium price for a premium product. I would return BOTH of the units you received and go visit your local Woodcraft store to pick one up in person. There is no reason you should 'settle', or have concerns about a brand new purchase.

Any good dealer would want you to be 100% happy with your purchase. I'm sure they'll be happy to work with you to achieve that.

 

[rvieceli]

I'm with WOW ......

Send both back and have your local Woodcraft order a couple in and then check it out before you walk out the door.

 

[Sparktrician]

I'm with WOW ......

Send both back and have your local Woodcraft order a couple in and then check it out before you walk out the door.

Concur 100%!!! 

 

[rljatl]

Someone correct me if I'm wrong, but I believe the systainers and tools have matching serial numbers.  I would want it all to match.  Take it all back to a Woodcraft store and let the store get some fresh ones in and then inspect them and take your pick.

 

[Rip Van Winkle]

I've read that Festool does drop tests of their tools in the systainers, but maybe they don't anticipate the waterfall and rapids system UPS has for sorting and transporting the packages they move.

I would still want a new Dominoe, but the second instance doesn't really seem to be Woodcrafts fault. On that I would think the systainer insert design is to blame. The ultratough grey styrafoam Fein used for some tool case inserts is seems to be a better material for tool protection. I'm not sure why Festool doesn't choose to use it for their systainers tool inserts since they do use it in some instances to pack tools, maybe it takes to much volume to store, or the molds cost too much.

 

[EricT]

I recently had some issues regarding shipping on some festool stuff I ordered for christmas.  See if woodcraft will order you a new domino, direct from festool, and drop ship it to your doorstep.  That way you're only putting your package through level 1 of donkey kong/ups treatment, instead of having it get shipped twice.

Either way congrats on the domino, I get to use one at work (sometimes, when the project calls for it) and man that is a really nice tool.

 

[chrismorrow]

Thank you all for your comments/suggestions.  I've spoken to my local store.  I would have to ship both units back to Woodcraft.com.  The local store can't exchange for new unit in stock since they are locally owned and not associated with .com.  I've called Woodcraft and explained everything.  They are willing to make full exchange.  I've spent the day going over both machines.  I've put everything bad into one systainer to go back to Woodcraft.  I think I'm satisfied with the quality of the unit I have.  I've made several test cuts, and they are perfect.  I've checked the fence for square both horizontally and vertically.  Everything is dead on.  This is the unit that I originally received that came in the systainer with the busted up insert.  I did swap out the fence with the newer unit due to marring that was present on the first.  The body of the machine otherwise appears pristine. 

I hope that my original post was taken as intended, simply blowing off some steam, not as any attack on Woodcraft or Festool.  Woodcraft has been more than eager to sort things out from the start and would continue to work with me now.  And I'm sure Festool would do the same should I feel the need to send a unit back to them.  I'm just not a very patient person, and I want to start using my new toy tool now!  So that being said, I'm a happy new Domino owner, and I'm looking for something to build with it.

 

[wow]

I hope that my original post was taken as intended, simply blowing off some steam, not as any attack on Woodcraft or Festool.  Woodcraft has been more than eager to sort things out from the start and would continue to work with me now.  And I'm sure Festool would do the same should I feel the need to send a unit back to them.  I'm just not a very patient person, and I want to start using my new toy tool now!  So that being said, I'm a happy new Domino owner, and I'm looking for something to build with it.

Actually, the way *I* took it you were being TOO understanding, and were about to settle for a less-than-perfect tool. But if you're happy with your solution, GREAT! I thinking swapping out the old fence for the new one and the other 'adjustments' you've made should work out just fine. And if it turns out that you discover a problem during the first 30 days, you're covered anyway!

Now ask them if they'll send you a bag of Dominos for your hassle? Couldn't hurt, and the worst they can do is say 'No'...

[thumbs up]

 

[AlexThePalex]

I also think you are way to understanding. All this tinkering to make one good unit out of two would be totally unacceptable to me. If you pay for a new tool, you're supposed to get an entirely new tool in good working order, no buts.

 

[Linbro]

Regardless of the price, you've paid for a brand new tool - having to cobble one together from two used/damaged tools in unacceptable. When you add the premium price you've paid, well that makes it completely unacceptable.

 

[Rip Van Winkle]

Years ago, when I first started buying power tools, I purchased several Bosch tools thru mail order. Anything that wasn't the "kit" version that came with a case, showed up in a beat to heck Bosch box with a label attached, sometimes with a hole in the box and the tool visible. The tools sometimes had scratches or dings on them from the careful handling. All were fully functional and severed well for years. The problem seems to have stemmed from Bosch switching from "non-environmentally safe" styrofoam to poorly designed cardboard packaging that should never have been used on its own for shipping.

I suppose I could have complained and sent the tools back, but I honestly just wanted to get on with using the tools. As long as the tool works well, and there don't wind up being any warranty issues, I don't see any problem with mixing and matching to get a functional tool.

You may want to check with Woodcraft if there's a barcode serial number on the case. Some stores automatically send serial numbers to the manufacturer for warranty purposes, and if they send back the wrong serial number it could cause problems at a later date.

 

[Gary in Texas]

Hey Chris and fellow Foggers......stuff happens!  Ask Forrst Gump!

I've ordered from Woodcraft before and no issues with packaging or UPS delivery.  I do, however, appreciate that me favorite Festool dealer uses FedEx!

Case in point about stuff happens.  I received two boxes today from Amazon (a new mobile base for my cabinet saw)... one box perfect, the other looked like it had been through a war zone.  I just laughed, shook my head, grabbed the damaged box, the iPhone, and started clicking.  Five minutes later, I had the return shipping label printed and the replacement order placed and to be delivered on Tuesday.  Didn't make me happy, but, whatever....

I'm glad things got sorted for you Chris!!!  Just had a timely issue myself that shows UPS is not the only carrier that can destroy your package....and all vendors can have issues at times.  It's the customer service after an issue where the better vendors rise to the top!!!

Gary

 

[nclemmons]

I'd suggest you edit the title of this thread.  Sounds to me like you had a great experience with Woodcraft, but a challenging experience with UPS or whoever the shipper was.

I personally think you made the right decision to keep one of the units.  If you've tested it and it works, you still have a 3 year warranty in place if there are any issues.

This thread reminds me of the one just posted on FOG around 'To the Internet' where oftentimes we are too quick to jump online and complain rather than giving vendors the chance to make it right.

I've had good experience with Woodcraft, Amazon, and many dealers on FOG.  I've also had challenging experiences with UPS and Fedex at times, but normally they do a really good job for me.

Think about the volume of orders they deliver every day.  I would not be surprised if they still achieve 99.99% reliability on delivery.  It's just when it's *my* delivery that I get frustrated!

Glad you are getting things resolved.

 

[sancho57]

What WoW said. Take it back, get a new one. You paid for a new tool.  Maybe if you want ask them to knock some $$$ off foryour trouble and it not being new. mayybe they might throw in some accessory or a bag or 2 of dominos

 

[grbmds]

Based on your first post, chrismorrow, I understood that there were problems with the Domino, including the depth selection knob broken off. It's a complete mystery to me why you would not just send the Domino back if that is the case. A new tool is meant to be a new, completely whole tool. I can tell you that, no matter how much I wanted to use a tool, I would not hesitate to send back a tool that cost aroun $900 back to get one that was completely new in every respect. Each to his own, but I would hate the tool forever if it wasn't just the way it was supposed to be out of the box.

 

[chrismorrow]

Based on your first post, chrismorrow, I understood that there were problems with the Domino, including the depth selection knob broken off. It's a complete mystery to me why you would not just send the Domino back if that is the case. A new tool is meant to be a new, completely whole tool. I can tell you that, no matter how much I wanted to use a tool, I would not hesitate to send back a tool that cost aroun $900 back to get one that was completely new in every respect. Each to his own, but I would hate the tool forever if it wasn't just the way it was supposed to be out of the box.

Just to clarify, the first unit I received appeared to be fine.  The systainer insert was broken in several places which made me nervous.  There was also some evidence to suggest the tool had been opened and looked at (possibly demoed) but other than that, no issues with the unit itself.  That being said, I did request a new one.  The next one to show up at my door was actually broken.  But THAT systainer and insert was fine.  I simply put the first unit in the second box and I'm fine with that.  Woodcraft is taking the other unit back without question.  I even called to explain why serial numbers may not match up.  Again, they were fine with that.  And yes, like a previous poster suggested, I probably should change the name of this thread to a good experience with Woodcraft. Albeit a frustrating one.