Dealer question....

[adubeau]

If I order a Festool online and something is wrong do I have to pay shipping to get it fixed or return it for a replacement?

 

[Administrator_JSVN]

I don't represent our dealers, so I can't address their policies. But, as it pertains to our 30-day money back guarantee:

If you are not completely satisfied, return your tool to the selling dealer within 30 days and you will receive a refund of either your purchase price or the lowest retail price at which the same item has been offered since your date of purchase. Freight charges are not refundable.

You would be responsible for returning it to the dealer where you purchased it.

 

[tbellemare]

If I order a Festool online and something is wrong do I have to pay shipping to get it fixed or return it for a replacement?

It really depends on the situation...

For the first year of ownership, Festool pays shipping both ways if it's a warranty issue.

If it's something that the carrier (FedEx, etc.) caused, they will generally pay for the problem.

No matter what, just contact me and I'll come up with a reasonable resolution somehow.

Tom

 

[Bob Marino]

Shane and Tom are both correct. In warranty/repair issues, Festool's policy is to pay for shipping both ways during the first year, they pay shipping one way during the second year and the customer pays both ways on the third year of the warranty. If it is a situation that, for whatever reason, under the 30 day warranty, you'd like to return it, generally the customer will pay for the return to the dealer and the dealer then is responsible for shipping it back to Festool.
Shipping costs, unlike actual tool/accessory/consumable items, are at the dealer's discretion. That's were we have some flexibility.

Bob

 

[tbellemare]

and the customer pays both ways on the third year of the warranty

Actually, Festool pays shipping both ways for the first year on warranty issues and pays for the return during the second AND third year of the warranty. During the second and third year, the customer is responsible for shipping to Festool for warranty work.

Tom

 

[Bob Marino]

and the customer pays both ways on the third year of the warranty

Actually, Festool pays shipping both ways for the first year on warranty issues and pays for the return during the second AND third year of the warranty. During the second and third year, the customer is responsible for shipping to Festool for warranty work.

Tom

Correct, Tom. Good catch.  It's a pretty fair offering from Festool.

Bob

 

[TomGadwa1]

Truth be told there are many decent manufacturers out there that follow the same shipping policy while the item is under warranty. Read the warranty statement as the devil can be in the details.

 

[Bob Marino]

Truth be told there are many decent manufacturers out there that follow the same shipping policy while the item is under warranty. Read the warranty statement as the devil can be in the details.

  Right you are Tom. Being we are all Festool tool owners (or will be) we tend to focus on all things Festool - as it should be. Manufacturer's  and retailer's return policies run the gamut from  tight and defined to fair and generous. Festool, IMHO is more the latter.

Bob