Domino XL minified

[serge0n]

Several months ago a friend of mine asked me to build an app for him to keep inventory and to track his rock collection. It was a pretty straightforward project with functional, but basic UI, so I didn't ask for anything in return. To my surprise at the "app launch" event my friend gave me a huge cardboard box as a gift. When I opened it and saw a big systainer inside, I was so excited to discover what tool lies within that I quickly ripped the shipping box apart and checked the label. WHOA! Domino XL!!! My friend knew about my addiction to kool-aid. Timing was also perfect as I just started working on a set of barn style doors for the little shed I built for my son's toys.

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Eager to check out the Domino, I flipped the systainer open and... and there is a green tool inside. Looks kinda like Festool. From a distance. But it's tiny. And it doesn't say "Festool" on the side.

[attachimg=2]

Some scumbag (a customer or a warehouse employee, who knows) decided to steal the Domino XL and replace it with something that passes inspection by a person who doesn't know much about tools.

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Sadly my friend bought the Domino on Amazon two months ago, there was no way he could initiate a return and tell Amazon the original tool was stolen and replaced with a cheapest biscuit joiner you can buy at a retail store. I've heard stories of people ordering expensive camera equipment on Amazon only to discover a brick inside the box. They had a lot of issues getting their money back from Amazon even after videotaping how they opened the box. In this instance trying to open a case with Amazon support is a moot point.
Why wasn't the box opened shortly after delivery? It was a gift, so my friend wanted me to do the unboxing. The whole package had some good weight to it, so it seemed like everything should've been in order.

I don't think there is anything my friend can do about this, he just spent a lot of money on a Sys 5 with Domino XL insert and a cheap Ryobi joiner. Oh, they also forgot to steal one 12 mm cutter. My friend offered to get me another Domino, but I refused: he already spent this much and I didn't expect anything for the small app I built for him. So I took the Sys 5 and everything inside with the intention to sell it and get at least something out of this.

Lesson learned -- open the box and test the tool as soon as it arrives! Don't set it away thinking everything should be fine. It may not be. I have the serial number for this Domino and I'll register it in my name, then I'll post it on this forum in case that Amazon clown decides to sell it. I hope the stolen tool won't bring that person any joy and all the mortises will always be misaligned.

 

[Mike Goetzke]

You should still contact Amazon.

I had a similar thing happen at Menard's. I purchased a Bosch powered hand planer but decided I didn't really need it (I never opened it). I returned it and they needed someone from the tool department to look at it. When he cut the cable tie on the case and opened it he said it was fine. I right away noticed it was a Ryobi with the Bosch logo stuck on it so I mentioned it to them thinking they may blame me for it once someone else purchased it. Big mistake, was at the counter for at least another 30 minutes talking to several others before I received my refund. Lesson to self - always open boxed tools at the register.

 

[RKA]

Wow.  There are no words for this kind of deceit.  I would, as you said, register the tool.  It might be worth a call to Festool to report it stolen as well.  I'm not sure if they still maintain a list of stolen tools.  In all likelihood if it ever gets sent to them, it will be from the unsuspecting buyer of said tool, who really should have asked why he got the tool so cheap without a systainer and a 12mm cutter.  [blink]

 

[serge0n]

You should still contact Amazon.

I had a similar thing happen at Menard's.

Incredible, the tool box was even sealed with cable tie and the thief even slapped the Bosch logo on the tool! Imagine trying to explain the tool was stolen if you had opened that box at home. I'll also start checking boxed tools at the register.

We will try and reach out to Amazon, probably nothing will come of it, but it's worth a try.

[member=43113]Raj[/member] -- thank you for the suggestion! I just called Festool a few minutes ago, they don't keep track of stolen tools anymore, but the customer service rep took my information about the tool just in case it comes in for service. I also registered the tool in my name.
I see Festools without a systainer or a manual pop up on Offer Up all the time, who knows under which circumstances they "lost" the case and documentation.

 

[Birdhunter]

My experience with Amazon customer service has been exceptional. I'd contact them and let them know what ha[ppened.

 

[Svar]

I'm surprised Amazon was not more cooperative. Few times I had issues with my orders (missing part, broken, in one case empty package ripped open) Amazon refunded within hours, no questions asked even tough the items were quite pricey. One time they asked to send a photo of the damaged package, that's all.

 

[sprior]

Did he buy it with a credit card that offers "lost, stolen, or damage" coverage?  If so you might be able to go that route.

 

[Gregor]

I'm surprised Amazon was not more cooperative.

I'm not, as the OP didn't contact them (which IMHO he should) so they don't know that this happened...

 

[rst]

I bought two MFS sets through Amazon, the first came with obviously used rails.  Amazon gave me a decent discount to keep the set,  The second set I bought had damaged rails and they would only offer a return.  Considering the original cost, I decided t o keep and repair the damaged pieces, mostly bent ends on the slots.  I've worked with aluminum extrusions for the last 40 years. so again I kept the set and repaired as the discount against Festool's price made it worth the effort.

 

[deepcreek]

The trick to Amazon customer service is to ask for an agent in the United States as soon as someone answers.  Usually there is no resistance but if there is be insistent.

After the transfer to the U.S., I usually verify it by asking what city/state they are located in.  The CSR's in India and the Philippines can't fake that.

The point of the request is that U.S. based customer service agents seem to have far more latitude in solving problems.

I have had exceptional customer service this way versus mixed results relying on the outsourced CSR's who are restricted to a script.

FWIW - If it's something minor, I don't ask for a transfer.

 

[sancho57]

Contact Amazon, or since your friend bought it have him contact them. they should be able to trace the order if he doesnt have the receipt .

That really sucks what happened to you..

Hopefully Amazon will be able to sort this out for you. they do got good customer service, and Im sure this isnt the first time this has happened to them.

Hopefully it did come straight from Amazon and not one of their sellers.

 

[cpw]

Hopefully it did come straight from Amazon and not one of their sellers.

For many items, Amazon will co-mingle things from many different sellers; so it can be hard to "trust" any item from them.  You would think for such high dollar items they might keep better separation, but I don't believe that is the case.

For a Festool product, there are a variety of online dealers where you know who you will deal with if there is a problem (Tool Nut, Beaver, etc.).  Because the price is fixed, the only differentiator is service.

 

[threesixright]

Sadly my friend bought the Domino on Amazon two months ago, there was no way he could initiate a return and tell Amazon the original tool was stolen and replaced with a cheapest biscuit joiner you can buy at a retail store. I've heard stories of people ordering expensive camera equipment on Amazon only to discover a brick inside the box. They had a lot of issues getting their money back from Amazon even after videotaping how they opened the box. In this instance trying to open a case with Amazon support is a moot point.

Damn! That sucks 

Did he actually tried contacting (and explaining) Amazon ?

I bought once a (imo) expensive book (~ 100 USD). 9 months later I find out its fake [blink]. Basically a Chinese copy. I explained this to Amazon, next day UPS picks up the fake and a week later a new (non) fake arrives. No questions asked.

 

[Jiggy Joiner]

Sadly, we live in a sometimes nasty world, where certain nasty people operate.
This must be so embarrassing for the friend, who made such a lovely gesture too.

I hope the story has a happy ending.

 

[RKA]

Along with contacting amazon, check the weight of the Ryobi and that systainer against whatever was on record with the shipping carrier.  You might find some corroborating evidence that would prove the shipment your friend received was several pounds lighter than an authentic XL.  That might sway Amazon to take some action.  There is a glimmer of hope here and really nothing to lose by trying.

These fakes must be a black eye for them and not something they want to continue.  I think another poster (in this thread or another) had also suggested requesting a US customer service rep to handle the issue, which is a good suggestion and gets you around the foreign script readers manning the cust service lines. 

 

[sancho57]

[member=50918]serge0n[/member]

Please Let us know what happens when you contact Amazon. This really does affect all of us as we all order from Amazon and dont want this to happen to us. If it does happen to us whether is will be resolved favorably and make it right.

Good Luck

 

[serge0n]

Everyone, thank you so much for all your helpful input!

My friend and I talked about this whole situation over lunch today, he is going to contact Amazon when he comes back from work and request a US-based CSR. I hope it will go well, but unfortunately he didn't purchase directly from Amazon, he decided to save on tax and picked a seller that offered the tool on Amazon tax-free.

[member=10147]jobsworth[/member]
Sure thing, I will post the outcome here.

[member=21249]RKA[/member]
Great idea about comparing weights, thank you! It would definitely prove Domino wasn't replaced with Ryobi after the package was delivered. However, we will have to order another Domino XL to be able to compare weights. Or maybe I'll reach out to Toolnut or Beaver Tools and ask if they have this data available.

[member=65767]threesixright[/member]
Thank you for sharing your book story, very reassuring! I had bad experience with Amazon customer service 5-6 years ago where they didn't care at all about any issues if it was 30 days after the purchase. At one point I had an open case with them for almost 2 months where they didn't want to reimburse me for a package that was lost in transit. Judging by what others are saying, Amazon's policy has changed since that time.

[member=6237]deepcreek[/member]
Thank you for this insight! My friend plans to follow your advice and ask for a US-based CSR.

[member=15585]Svar[/member]
We'll find out tonight how cooperative Amazon is...

 

[Michael Kellough]

Amazon jumps on third party sellers who screw up with both feet. You might get lucky.

 

[PeterK]

I think the lesson learned is to only purchase directly from dealers for Festool products. I have read too many stories of Amazon orders not containing new factory items. Too many returns being sent back out. Amazon normally has awesome customer service but these shipments are so easy to fake from the purchaser that all trust is being lost by seller and buyer. I only buy from Amazon as the seller and absolutely never from other sellers there. Burned one time and never again.

 

[RKA]

[member=50918]serge0n[/member]
21.6 lbs with all items included in scope of delivery.  My wife would argue the bathroom scale is inaccurate, reading high.  I’ll take the 5th there.