Domino repair. Worth it?

[semenza]

Not sure what is going on with this or the leaking Kapex.

I have sent a couple messages with respect to these topics.

I am hoping a response is forth coming.

Seth

 

[grbmds]

I would have insisted on talking to a manager in Service or administration. I do know that, at least for awhile, payment was being handled in the administrative office and there was definitely a disconnect between the admin office getting payment and Service then following through with the actual repair and return. I did have that problem with one contact. While I understand why admin and/or accounting might handle payment, I don't understand why that payment, when received, isn't acknowledged in the system with notification to service.

 

[kpeluso]

Not sure what is going on with this or the leaking Kapex.

I have sent a couple messages with respect to these topics.

I am hoping a response is forth coming.

Seth

Thanks Seth.

 

[kpeluso]

End of saga. My total cost is $14. To ship back a broken tool.

I got another call from the Repair Department; spoke with Brad. Final repair cost was the $639.03 and basically said that it was user error and I must have tried to remove the bit improperly. When I asked about the price difference he said "customer service doesn't know what the costs are and shouldn't be giving you that information." (JOKING HERE: If this was a cash transaction Id think he was skimming)

He was as monotone as could be and basically implied that the conversation was over and my choices were pay $639 for repair, $14 to ship it back in pieces, or they'd happily scrap it for me for free.

Thanks but no thanks Festool.

 

[ChuckM]

Snip.

it was user error and I must have tried to remove the bit improperly.

Did he offer any details or examples as to how a bit could be removed improperly? I know only one way to remove the bit: turn off the machine, unplug it and turn the little wrench counter-clockwise.

 

[kpeluso]

he asked how i installed the bits and said that was good. Only thing he said is that I must have not been holding in the button properly.

 

[ChuckM]

Although I've never tried removing a cutter without holding the button down and tight, the reason you shared (even if it were speculative) should be useful to all domino joiner users. Thanks.

 

[JFelchlin]

As far as Festool Service goes - My experience is like many others:
“When they’re good - They’re very, very good. When they’re bad, they’ll awful.”

Apparently nothing’s changed in the last 3 years.
See my own experience - Detailed on the FOG (and Amazon) in FEB 2017.
“Festool Quality Assurance: Disappointing > Disgusted > Domino XL DF700EQ”
http://festoolownersgroup.com/festool-tool-problems/festool-service-disappointed-dissatisfied-disgusted-gt-domino-xl-df700eq/
Finally resolved by Festool Service calibrating/aligning/sending me a NEW Domino 700.

A lack of Standard Operating Procedures - And ongoing inconsistency in their products/service -
Is the mark of extremely poor management in a company.
A longtime Festool owner/user of many (most) Festool products - I’m not selling any.
But... When one fails (out of warranty) - Going forward I now buy Mafell and/or Bosch.

As far as inserting Domino bits - As Cheese says in his REPLY #13:
Put a dab of ”Never-Seez on the bottom of the bit and the mating shoulder of the shaft.”
I keep a tube and a handful of Q-Tips - In snack size Zip-Lock bags -
In both of my 500/700 Domino Systainers.
NEVER USE THE WRENCH to tighten a Domino cutter.
Finger tighten the cutter bits. Using the tool, itself - Adequately tightens the cutter bit as it spins.
Come time to remove - A gentle tug on the wrench - And the cutter bit comes off easily.

 

[kpeluso]

but wait, it gets better....their ability to communicate with their own finance department is just as bad as that with customer service.

I just got a call from my bank's fraud department because although I agreed to pay only $14, Festool USA just tried to process the following transactions:

1. $598.03 charge (new cost, havent seen this one before although all 3 prices end in $.03, must be a magical number)
2. $598.03 reversal
3. $598.03 charge (Declined by the bank)
4. $49.00 charge (flagged as fraud and set to pending while my account was put on hold)

$14.00!!! Not 598.03, 563.03, 639.03 or 49.00. Bill me $14 for shipping and let me be on my way to a new tool brand. Please!  [dead horse]

 

[jcrowe1950]

but wait, it gets better....their ability to communicate with their own finance department is just as bad as that with customer service.

I just got a call from my bank's fraud department because although I agreed to pay only $14, Festool USA just tried to process the following transactions:

1. $598.03 charge (new cost, havent seen this one before although all 3 prices end in $.03, must be a magical number)
2. $598.03 reversal
3. $598.03 charge (Declined by the bank)
4. $49.00 charge (flagged as fraud and set to pending while my account was put on hold)

$14.00!!! Not 598.03, 563.03, 639.03 or 49.00. Bill me $14 for shipping and let me be on my way to a new tool brand. Please!  [dead horse]

    Very bad experience with Festool service and that is not a good precedent. However, for Domino 500 users, when installing the cutter bit, do not overtighten the bit. It only has to be snug as the action of using the tool will tighten it down. That's why Festool includes such a small wrench.  If one does overtighten the cutter it can become impossible to remove. I've used my D500 a good bit and never had an issue removing a bit nor had one loosen. I am sorry for your negative experience and hope you find some resolution. :-\