CPO Festool Problems?

S

s.dehner

Member
Joined
Mar 15, 2010
Messages
10
I bought a T15 from www.cpofestool.com. The package just arrived on Friday but it's obvious that both the drill and systainer have been mildly used. The drill has a few marks, as does one battery, and the case has some interior and exterior scratches.

Customer service declined to expedite a replacement but they've agreed to discount the tool. They have not yet said how much.

Has anyone had a similar issue with www.cpofestool.com? And, if some of you were in a similar boat what do you think would be a satisfactory resolution?

Thanks for your thoughts,

Shawn

 
I JUST PLACED MY FIRST ORDER WITH THEM TODAY FOR SOME JET AND FESTOOL STUFF! YOU GUYS ARE SCARING ME!!! [crying] [scared]
 
RichardLeon said:
I JUST PLACED MY FIRST ORDER WITH THEM TODAY FOR SOME JET AND FESTOOL STUFF! YOU GUYS ARE SCARING ME!!! [crying] [scared]
Click to expand...

They sell new and refurbished, as long as you weren't in the refurbished section of their site you should receive all new stuff.
 
RichardLeon said:
I JUST PLACED MY FIRST ORDER WITH THEM TODAY FOR SOME JET AND FESTOOL STUFF! YOU GUYS ARE SCARING ME!!! [crying] [scared]
Click to expand...

As far as I know, they are not allowed to ship to Canada... no dealer in the US is allowed to do that. Please correct me if I'm wrong.
 
Eco,

You're absolutely right. I am shipping the stuff to a US address as I travel there frequently. Jet tools are not available in Canada as another company called Jet has the licence. Festool dealers can only ship domestically. I ordered a couple of router accessories from Festool and a clamp set from Jet. I would be seriously PO'ed if anything is refurbished as I was not on the refurbished section of the website, (not to mention that I ordered over the phone). But it is more about unnecessary aggravation than a real concern as you can return unwanted goods no problem. I don't believe there is a refurbished section for Festool actually, so the original poster on this thread really has good cause for complaint.

Richard.
 
As far as I know, they are not allowed to ship to Canada... no dealer in the US is allowed to do that. Please correct me if I'm wrong.
Click to expand...

Correct but of you live less then an hour from Ogdesnburg NY and UPS store will hold any box for 30 days shipped there for 5 bucks a package.  ;)
 
From the recon link on the CPO website just posted, you can see that there is no link to either Festool or Jet, so one would assume that the tools sold are new and not refurbished.

Inner10, $5 a package and 12% customs duty at the border!
 
Don't forget the Tax rich. [big grin]

Register your BN for importing goods and you get more savings and less hassle (if you run a business that requires alot of importing).  Often the lads at the border don't even make you fillout the paperwork and pony up the loonies.

The trouble with Festool is its on the border of being "worth it" to buy from the US.  If you calculate the gas, time, hassle, duty then often it is not cost effective to buy state side unless it is a big order or you are going down already.
 
I might be wrong, but I seem to remember that Festool does not allow refurbished tools to be sold.

Peter
 
To be honest, I often have to go to the US for a couple of days and there is a $400 allowance for visits over 48 hours which usually covers most of my purchase. I think Festool could take a leaf out of Lee Valley's book which states its prices in US dollars and then converts the price at check-out into Canadian dollars at the prevailing exchange rate. Fairer for customers and fairer for dealers.

Richard.
 
It was my understanding that Festool didn't allow used or refurbished tools to be sold.

Perhaps the item was not packaged properly and there was "wear" from bouncing around in the box during transit.  I ordered a tool from a different dealer, and the systainer arrived partially unlatched, and the tool had small scratches on it from bouncing around in the systainer.  The tool was new, but I was understandably upset at its arrival.  For the price of these tools, I should be the one to scratch it, and not anyone else.

I find it interesting that CPO Festool offered you a discount.  I don't think they are allowed to, and I believe Festool will stamp them out of existence for it.  However, I do find it refreshing that a dealer is willing to negotiate with you instead of having you return the tool for a new one, or only offering you a t-shirt, but only if you complain enough.
 
My apologies for not replying sooner.  We do not sell refurbished or used products.  I have contacted Shawn directly to offer my assistance.  I believe, based on the photos, that this is a situation where there is an unusual amount of contact between the drill and systainer insert.
 
I had something very similar happen.  It is very disappointing when you receive a tool that is all scratched up.  Perhaps Festool could add bubble wrap or plastic or something to the tool in the systainer that is removed by the first user.  The plastic should be relatively cheap, and would help the end user feel confident that they received a new tool.  It should also reduce damage claims and the amount of time Festool spends dealing with these sorts of problems.

If Festool doesn't do this, then perhaps the more reputable dealers could do it?  They already beef up the packaging on larger items, why not add a little extra insurance for the smaller items as well?  I know it adds cost, but it could save in terms of time dealing with upset customers.

And I offer this feedback at no charge, with no expectation of compensation!
 
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