Domino Woes

[wow]

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.

My wife has for years used the phrase "Why does everything always have to be a fight?" when dealing with situations like this.

I'm afraid she's right. You were disappointed with the product or service or whatever in the first place - why should it have to be a fight to get it right? And I wish this comment was aimed only at FFX (even though I don't know them) but it's not. I've had issues just like this with Amazon and other retailers that I consider to be excellent. It's just that when they screw something up, it seems like it takes a ridiculous effort to get it straightened out and set right.

In the end you MAY get what you expected in the first place - but you'll still be out the time and energy you invested to get it sorted out and resolved. Most of all, you may never fully trust them again!

Sorry for your hassles. I *truly* empathize.

 

[Craigscott0]

Thanks for that friend.

When are our better halves ever wrong?!

 

[Craigscott0]

Well just picked up the new one and looks strangely similar to the last one. Still a plus, still had wood chips on bit, even has similar scratches on the blue protector on fence. I'm tempted to just send it back but unfortunately I need to use it.

Hopefully I'll be so impressed with it my woes will disappear.

One thing I did get extra was a little too much padding inside and outside of the systainer. I'll have to listen to my kids popping it all night now!

 

[grbmds]

Regardless of what you feel your immediate need is, if you aren't satisfied, you should send it back. Actually, you have 30 days anyway. A feeling like you have at the start usually means, for me at least, that I will always have that feeling when I use it, especially for expensive tools like the Domino. As for using it, I was completely satisfied right out of the box. For me, it worked flawlessly, just as I expected and did a great job.

 

[Administrator_JSVN]

Actually, you have 30 days anyway.

I believe it's 15 days in the UK. Remember that these types of policies sometimes vary by country.

Craig, I would suggest that you go ahead and use the tool for your project, even if your intention is to return it. If you feel that you are not receiving a brand new tool, please return it and get what you paid for. Again, sorry for the bad experience here. If you need assistance, I have several colleagues in the UK that I can put you in touch with.

 

[wow]

Well, that sucks! I'd use it right now for what you need to do anyway.

I wish this outcome surprised me, but it doesn't. IF you want to give them 'One More Chance' - I'd email them (so it's in writing) and tell them the following. This may not be your style, you may not wish to spend more time on it, etc. This is just one final attempt to work things out and is what I would do.

***********************************************

Dear Sir/Madam:

1. I am very disappointed in the machine you sent me as a replacement - which was my first disappointment. It is obviously NOT NEW, is totally unacceptable, and should NEVER have been sent out.

2. You WILL be getting it back.

3. I need it for a job, so I will be using it in the meantime.

4. The ONLY way for you to save this sale now is if you provide me with an *obviously* BRAND NEW, NEVER OPENED, PRISTINE new Domino.

5. You have until to deliver it (or have it delivered) to me.

6. You can pick up the machine I have now at the same time as you deliver the new one. If you are shipping versus delivering, your courier can pick up the machine I have now the day FOLLOWING the delivery, since I will use the exact same packing materials to pack it up for return as you used to ship it to me. (***Remove this part before sending, but I have found that this simple statement often affects the quality of the packaging job. Imagine that?  [smile])

7. If the THIRD product you send is not NEW and PRISTINE it will be coming back and this transaction is not going to end well for you, as you will be stuck with multiple USED machines and NO SALE!

8. This will be my last attempt to resolve this problem. Not only do I expect EXCELLENCE in this transaction, I EXPECT SOME COMPENSATION for the grief I have endured due to your failure to meet my very realistic expectations in the first place. I will leave it to you to determine what that should be, but I suggest you consider very carefully what you think would be appropriate.

9. I will be fully documenting what happens, and forwarding it to Festool for their records. At the moment, what I have to report to them is NOT GOOD. I hope that the third attempt can not only resolve the issue, but also restore some of my faith in their dealers and products.

10. Please feel free to communicate with me via should you feel the need to clarify ANYTHING. I would like to resolve this in such a manner that my BADLY SHAKEN CONFIDENCE is somewhat settled.

I look forward to your response.

****************************************

I have had excellent results using this format, but there are some companies you just can't help do what they should.

Good luck! Let us know what happens?

 

[grbmds]

I'd take Shane's advice. Use it and return for a full refund within whatever the the return period is. Then, buy it from another retailer if you like the machine. It would, at the least, give you the opportunity to try it out which is what the return period is for anyway. The retailers I've done business with in the US would not act in the way this company did and, if something like this happened, they would immediately deal with it appropriately. It is too bad your Domino experience started out this way. In my opinion, it is truly a great tool, accurate and easy to use.

 

[Craigscott0]

I think I'll take you're advice. I've just fired off an email very similar to wow's.

I've given them the opportunity to provide me with the set I want in the condition I want under the delivery terms I want. After this weekend I won't be under such strict time constraints and will have the opportunity to go to another provider.

I am however not disappointed with the domino. Very little learning curve and instant rigidity. Far exceeds pockets and biscuits. 

 

[jmbfestool]

I think I'll take you're advice. I've just fired off an email very similar to wow's.

I've given them the opportunity to provide me with the set I want in the condition I want under the delivery terms I want. After this weekend I won't be under such strict time constraints and will have the opportunity to go to another provider.

I am however not disappointed with the domino. Very little learning curve and instant rigidity. Far exceeds pockets and biscuits.

Far exceeds biscuits but not pockets.

Pockets have their place just like dominos all depends on job.  You can even use both on a angle joint making jointing and alining wood a lot easier.