Maybe I'm just used to Amazon who, when you tell them something you purchased from them is faulty or broken, send you a new replacement with a return shipping label for you to ship them back the faulty item - but I found Festool's response today to a seized keyless chuck disappointing.
I emailed Festool that I had paid USD 660 for a PDC Drill set from Bon Marino's online store in May this year. Over the weekend the keyless chuck seized and now nether opens or closes - so I'm basically unable to drill. Their first response was "send in the drill for repair". I telephoned and said that's like having a flat tire on a car and being told to send in the entire car. The lady I spoke to suggested that if I wanted I could go out and buy a new chuck. Not thrilled at having to buy a 78 dollar chuck I said no - was put through to the service department and was again told to send the drill in. I gave the same car/flat tire analogy and was told I could send the chuck in. Bottom line however is - I'm left with a non-functioning 660 dollar drill set and Festool will do nothing unless I take time off work to find a box, package up the chuck and get myself to a UPS store and ship it to them, wait for them to look at it and ship me a replacement. Maybe I'm being unreasonable - interested in the views of others. Pretty disappointed though. The chances of me being able to take time off work and get to a shipper is zero to none in the next week - so I'm at least ten days to two weeks with a 660 dollar paperweight
I emailed Festool that I had paid USD 660 for a PDC Drill set from Bon Marino's online store in May this year. Over the weekend the keyless chuck seized and now nether opens or closes - so I'm basically unable to drill. Their first response was "send in the drill for repair". I telephoned and said that's like having a flat tire on a car and being told to send in the entire car. The lady I spoke to suggested that if I wanted I could go out and buy a new chuck. Not thrilled at having to buy a 78 dollar chuck I said no - was put through to the service department and was again told to send the drill in. I gave the same car/flat tire analogy and was told I could send the chuck in. Bottom line however is - I'm left with a non-functioning 660 dollar drill set and Festool will do nothing unless I take time off work to find a box, package up the chuck and get myself to a UPS store and ship it to them, wait for them to look at it and ship me a replacement. Maybe I'm being unreasonable - interested in the views of others. Pretty disappointed though. The chances of me being able to take time off work and get to a shipper is zero to none in the next week - so I'm at least ten days to two weeks with a 660 dollar paperweight
