I got a letter the other day saying my Midi dust extractor wasn't Canadian compliant and that they were being recalled. I phoned the 800 number and was told I could receive a CT 26 in exchange or receive a refund. I opted for the exchange and was given instructions for shipping the item. I advised the lady that I used this tool everyday for work, so she said if I gave her a credit card # they would ship out the new unit and place a hold on my card until they received my returned old unit. This whole exchange was very painless and took less than 5 minutes. The girl was very polite and accomodating.I mentioned that I had a box of bags for the Midi as well and was told to send them with a copy of the receipt and I would either be reimbursed or given an exchange. Although I would actually prefer the Midi and bought it specifically for it's more portable size I do believe Festool handled this in a very positive way.
Canadian Recall
- Thread starter Ta2ude
- Start date
CarolinaNomad
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- Joined
- Sep 17, 2010
- Messages
- 307
I like my Midi. How could it not be compliant? Oh well! I'll wait for my letter. ???
KevinHanna
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- Joined
- Mar 24, 2011
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- 21
One thing that has me concerned are the consumables and add-ons. I own a RAS 115, I also own a RO 125, so the exchange for that, although fair, in my case has no value. I called Festool and they offered to refund my money which is fair, but I have > $140 is abrasives and a sanding pad (purchased from Mr. Lee's company in March). I was told if they were opened, there was nothing they could do. I have this issue escalated, I'm quite flexible, there are many ways they could resolve this to my satisfaction, especially when you consider the price difference between the RAS 115 and the RO 125, there seems to be some flexibility. The lady on the phone however was quite adamant that nobody at Festool was going to offer me anything different.
Wait and see I guess.
Kevin
Wait and see I guess.
Kevin
Thats funny - I haven't got a letter yet, but I talked with Festool yesterday (Aug 1) and was told over the phone that my only option was a CT26 - and that no refund was available !
I talked with Debbie too, who I understand is their senior CSR - so thats aggravating!
Whats the deal with my consumables (i.e vac bags)? Will they switch them out for a set for the CT26?
I talked with Debbie too, who I understand is their senior CSR - so thats aggravating!
Whats the deal with my consumables (i.e vac bags)? Will they switch them out for a set for the CT26?
I have to say KevinHanna, my experience with Festool yesterday was exactly the same!
For me the CT26 is not a comparable vac - I bought the MIDI for its size largely.
I need to look at the Fein's but the CT26 is 7+'' longer and is difficult to carry up and down narrow stairs and landings. To have about the same mobility as the MIDI I'd need the rear $100 handle [huh]
Frankly I'm tempted to keep the MIDI and have them service it in Canada.
For me the CT26 is not a comparable vac - I bought the MIDI for its size largely.
I need to look at the Fein's but the CT26 is 7+'' longer and is difficult to carry up and down narrow stairs and landings. To have about the same mobility as the MIDI I'd need the rear $100 handle [huh]
Frankly I'm tempted to keep the MIDI and have them service it in Canada.
hockey_magnet
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- Joined
- Nov 6, 2011
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- 328
Is it being recalled as well since they have both been pulled from the market in Canada?
Thanks - good to hear.
The refund (talked first with Rachel, who said no refund on July31; then with her manager Debbie on Aug 1, who said "they were under strict orders from Germany and that no refunds were possible") seems like they changed their tune as of today [mad] Ugh.
Wonder what happened?
The refund (talked first with Rachel, who said no refund on July31; then with her manager Debbie on Aug 1, who said "they were under strict orders from Germany and that no refunds were possible") seems like they changed their tune as of today [mad] Ugh.
Wonder what happened?
I would suggest that you wait for the letter or contact Festool directly - and this forum isn't the way to contact them. In reading the prior post that mentioned a refund I take it that the refund was about bags - not the tool.
Peter
Peter
Your right - thats why I phoned them first and talked with them.
The reason I am posting my negative experience in the forum is b/c I'd like it to turn up when people search 'Festool and Customer Service'
So far, the only time I have used their customer service, I would rank it as very poor
The reason I am posting my negative experience in the forum is b/c I'd like it to turn up when people search 'Festool and Customer Service'
So far, the only time I have used their customer service, I would rank it as very poor
I guess I read it wrong. Sorry.
Peter
Peter
Sounds like there have been a few different messages coming out from Festool in terms of refunding the tool costs - after the long weekend, I'd like to see them respond officially in light of the different messages.
Until then, its the long-weekend!
Until then, its the long-weekend!
