Damaged Domino

[indyjumper]

Hi all!

Lucky me, I received a DF-500 for an early Xmas present. Unfortunately, it arrived damaged. It was ordered from Festool through amazon. The inside of the box appeared that the tool had been used: sawdust in the box, the lid was missing the right side hinge pin, and the Depth Adjust Lever was broken off and sitting in the bottom of the systainer. The spare parts bag with the replacement stop latches was also already opened. I sent an email to service-us@festoolusa.com a few days ago and have received no response. Am I going about resolving this the wrong way?

 

[CarrieCarpenterChick]

You may have faster service straight through Amazon. Festool service is in Indiana and I suspect reduced hours for the holidays. I would still follow through with Festool with the serial number of the domino so they can log it in their system.

Sent from my iPhone using Tapatalk

 

[grbmds]

Festool reduced hours? I would suspect they may be closed for December 24 - 25 and maybe even the rest of the week. I usually go to the store I bought a tool from and return it. There is a 30-day satisfaction guarantee on Festool, so there should be no problem. So, Amazon is the place to go for a refund or exchange. It's Amazon and they take everything back, as evidenced by the tool they shipped you.

If you have a local store that sells Festool, return the one from Amazon for a refund and buy one locally so you can see it out of the box. I have only bought 2 tools through Amazon; the first one was returned because it was damaged and the second one only was purchased from Amazon because it was less expensive and I needed it quickly. A Festool purchased from a local dealer is the same price as Amazon.

 

[xedos]

the second one only was purchased from Amazon because it was less expensive and I needed it quickly. A Festool purchased from a local dealer is the same price as Amazon.

This really doesn't make any sense.  [unsure]

There also a recent discussion, about the tools on Amazon and a rare response from Festool about them.  The jist, as I recall, is caveat emptor.

 

[Birdhunter]

I’d talk to Amazon. They are good about correcting errors and scams. My gut feel is that you were scammed.

 

[eeeesh]

Hi all!

Lucky me, I received a DF-500 for an early Xmas present. Unfortunately, it arrived damaged. It was ordered from Festool through amazon. The inside of the box appeared that the tool had been used: sawdust in the box, the lid was missing the right side hinge pin, and the Depth Adjust Lever was broken off and sitting in the bottom of the systainer. The spare parts bag with the replacement stop latches was also already opened. I sent an email to service-us@festoolusa.com a few days ago and have received no response. Am I going about resolving this the wrong way?

Yes, you just need to initiate a return/replacement through Amazon

Actually, it sounds like you bought the Domino from a 3rd party seller on Amazon.  At this point it doesn't matter because requires all of their vendors to adhere to the Amazon return policy.  Just initiate a return

Lastly - who was the actual Vendor, I see several selling the DF-500.  My personal rule of thumb, any problem with a purchase during the first 30 days,  especially an EXPENSIVE purchase like that, and it get returned either for a replacement or refund.  Don't waste your time trying to contact anyone else

 

[grbmds]

My only point was that, given a choice, I would never buy a tool from Amazon unless there was a significant price difference or I needed a quick delivery time (and couldn't get to a local store). Otherwise, there is no reason for me to order from Amazon. A tool bought from a local store is always better because you can physically see it before purchasing in case there is something obvious wrong with it. With the tool  from Amazon I actually kept I couldn't get it  from another source as quickly and there was a big enough difference in price it made it worth considering. Seems perfectly reasonable to me, but .. . that's just me and my thought process.

 

[sancho57]

IMO festool USA pretty much controls the price for a item. It should be te same price from a B&M as would be from a on line seller like Amazon. If the tool is cheaper then my warning flags go up.

As others have said utilize Amazons return policy and return it.

 

[Birdhunter]

I strongly suggest you take photos of the box inside and outside and of the damaged Domino.

 

[Chinski]

IMO festool USA pretty much controls the price for a item. It should be te same price from a B&M as would be from a on line seller like Amazon. If the tool is cheaper then my warning flags go up.

With the possible exception of Amazon warehouse deals. While hit and miss, they can occasionally be pretty sweet - especially if you can get it on a 20% off deal too!