Domino Woes

[Craigscott0]

Hi all,

I have been a long time stalker of the forum but now find myself in need of some advice.

I have today received my shiny new DF500 (woohoo). Well at least that was my first feeling.

1st indicator something was wrong was the fact that there was wood dust all over the base of the cutter which leads me to believe it has been used. Not a massive issue but concerning none the less.

2nd is that I ordered the set and I was sent the plus with the individually boxed accessories.

3rd problem was with the fence. It appears that two retaining pins at the pivot point are missing. Thus allowing the fence to pivot at two points (see photo). 

The advise I need is this. Should I send it back to reseller and demand replacement or refund and source at an alternative reseller or go direct to Festool?

I purchased it from FFX.co.uk and I live in the UK.

Thanks for taking the time to read this and I look forward to your responses.

Regards

Craig

 

[jmbfestool]

Oh dear.

I would demand replacement no repair.  Give the dealer a chance to do good

If you wanted a used product with bits missing you would have gone and bought a second hand one for less.

Jmb

 

[Craigscott0]

My thought exactly! Just didn't want to jump the gun if this was normal behavior.

Thanks

 

[roblg3]

In my experience in the US festool would not stand for this.  Obviously the dealer may have made a mistake.  Give them the chance to make it right. 1 chance with no hassles, any resistance and I'd be on with FESTOOL immediately. $02

 

[oldie]

Don't know if you've already contacted FFX?
I like dealing with them and have always been completely satisfied.
Reckon been some sort of genuine mix-up here.
Only time I've had a problem, partly of my own making, dealt with it politely,
very quickly and efficiently. 
Look forward to your feedback.

Richard

 

[Craigscott0]

I have contacted FFX but have only had the one reply and to be honest I was disappointed in that they asked for photos of the used bit and fence.

Response came across as doubt in my story.

 

[roblg3]

I have no idea about the dealer your using.  Just call Festool.  I'm sure it will be handled.

 

[oldie]

Photo's!  Understand where you're coming from.  Disappointing. 
Wonder who you spoke to?  (Can't remember who dealt with my problem.)
Maybe ask to speak to a manager - and take it from there. 
Although bought from FFX, perhaps get Festool's take on situation. 

Richard.

 

[grbmds]

I don't know what choices you have in terms of sellers of Festool, but  I would send it back, ask for a refund, and find a different retailer. In addition, if you don't get the satisfaction you should, I would contact Festool also. I can't imagine they would want this kind of problem.

 

[Craigscott0]

Just a quick update.

Courier company collected the tool this morning.

So far FFX have been okay apart from the initial dealing. Still don't know what the intention on their side is as they haven't stated if their sending a replacement or refund.

Does anyone see an issue with being given a plus kit with the accessories or is the end ultimately the same?

Again thanks all for the words of wisdom.

 

[jmbfestool]

Just a quick update.

Courier company collected the tool this morning.

So far FFX have been okay apart from the initial dealing. Still don't know what the intention on their side is as they haven't stated if their sending a replacement or refund.

Does anyone see an issue with being given a plus kit with the accessories or is the end ultimately the same?

Again thanks all for the words of wisdom.

Not sure what come with plus or set without looking into it.  I bought my domino a long time ago.

It's not in the interest of the dealer really selling you to plus kit and the adding accessories to it to make it a set cus I'm sure it cost them more that way.

All I can say is if you got everything you would have got if they had sent you the set then personally I don't see a problem.

Some of the time Festool tools if ordered as a set they stick the accessories in a separate T-loc so just make sure you haven't lost out on a T-loc

Jmb

 

[Administrator_JSVN]

Craig,

My colleagues at Festool UK will be in touch with the dealer tomorrow to help get this resolved for you.

Sorry for the negative experience, but I'm sure it will get resolved to your satisfaction.

Shane

 

[Craigscott0]

Thank you Shane

Unfortunately having given FFX the chance to restore my faith I believe they have failed.

Had an email stating they received to domino and would I like a replacement or refund. I responded stating a replacement with the caveat that I would receive it by the weekend.

2 hours went by and no response. So I rang then and learned that they had processed the replacement and it would be with me on Monday!!!!!!!!!

Have truly snapped now, went into a rant and told them they could do a Saturday delivery.

We shall see where this debacle ends up next.

Needed the tool for this weekend and thought I was being overly cautious ordering on Monday. Seems this was not early enough.

 

[Craigscott0]

Just had a response indicating they would ship it for Saturday out of courtesy?!?!?!!?!?!?  I wish I new how to process a scream via typeface.

I have never and never will again deal with this company.

That's on the presumption that this domino is 20/20

 

[jmbfestool]

Just had a response indicating they would ship it for Saturday out of courtesy?!?!?!!?!?!?  I wish I new how to process a scream via typeface.

I have never and never will again deal with this company.

That's on the presumption that this domino is 20/20

DO YOU MEAN A TYPE FACE LIKE THIS?!

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[Craigscott0]

Awesome effort! Somehow falls short!

After all that I've received confirmation that the delivery will now be Friday.

Ever get that feeling of ice skating uphill.

 

[grbmds]

It's great it worked out the way you wanted it to. All the effort was worth it then.

 

[Craigscott0]

I hope so but I'll reserve judgement for tomorrow when it arrives.

 

[Craigscott0]

Also wanted to say thanks to all that read and wrote. You've all been a massive help.

Also thanks to Shane. I get the impression you are well respected for a reason.

 

[Administrator_JSVN]

Also thanks to Shane. I get the impression you are well respected for a reason.

Glad to help. I just try to give our customers the same level of service I would expect. With that guiding principle, I think it's pretty easy to meet most people's expectations. Fortunately, I have great colleagues worldwide to support me and our customers.