Excellent customer service from Festool UK

[cliffp]

I just bought a Kapex which arrived with its mitre gauge out of adjustment (probably thrown around by the courier). I can tell that the Kapex is a fantastic machine and I definitely want one (should have bought one years ago) but preferred a new replacement rather than have it adjusted. The dealer expected me to pay for the cost of return postage to them even though I was happy to order a replacement through them. I decided to contact Festool UK. They said "no problem, we'll arrange for collection at our expense, credit the dealer you bought from and they'll process a refund". I am very impressed.

 

[Pareto]

As you say excellent service from Festool UK, less than stellar performance from the seller though. Whether it's the courier's fault or the seller's your contract is with the seller - he was obliged to foot the bill for return shipping on faulty goods.

http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations

Returning faulty goods
If you receive faulty goods and wish to return them, The Consumer Contracts Regulations are in addition to your other legal rights.
So, if your goods are faulty and don’t do what they're supposed to, or don’t match the description given, you have the same consumer rights under the Sale of Goods Act as you have when buying in store.
Any terms and conditions that say you must cover the cost of returning an item wouldn’t apply where the goods being returned are faulty.

Out of interest - who was the seller?

 

[cliffp]

It was Toolfest

 

[toolfest.co.uk]

Hi Cliff

My colleague asked me to take the decision on this and I think I probably made a mistake not agreeing to fund the collection. I can only apologise without reservation. Can I do any thing to fix this?

Best regards

Warren

 

[cliffp]

Hi Warren

Thanks for the apology which I accept. I can't think of anything you could do to fix it as Festool are fixing the problem by collecting the saw. I had already seen that another retailer (FFX) was selling the Kapex at £826 but was going to ask you for a replacement saw despite your price being higher. However, after discovering that I was going to have to pay the return postage I decided to order the replacement from FFX (which I have done). In the end I have done ok out of it (except for the inconvenience of the saw being faulty which wasn't your fault anyway).

Regards
Cliff

 

[toolfest.co.uk]

Hi Cliff

Very kind of you, have a great weekend.

Best regards

Warren

 

[Pixel]

Kapex arrived and the mitre gauge was out of adjustment so you wanted it exchanging, ARE YOU HAVING A LAUGH, both angle adjustments are user adjustable and requires no time at all to adjust.

You were out of order naming ToolFest as the supplier.

 

[cliffp]

Hi Warren

Have a good weekend yourself.

Regards
Cliff

 

[Phil Beckley]

.....and from Festool U.K - have a good weekend [smile]
rg
Phil

 

[Wuffles]

You were out of order naming ToolFest as the supplier.

Why?

 

[cliffp]

Hi Phil

Thanks!

Cliff

 

[sancho57]

Hi Cliff

My colleague asked me to take the decision on this and I think I probably made a mistake not agreeing to fund the collection. I can only apologise without reservation. Can I do any thing to fix this?

Best regards

Warren

Well Warren Ya can give him a ride on that nice Harley Ya got  [thumbs up]

 

[cliffp]

Well Warren Ya can give him a ride on that nice Harley Ya got  [thumbs up]

Sounds like a plan, and since I have a bike license I wouldn't need accompanying!

 

[Pixel]

You were out of order naming ToolFest as the supplier.

Why?

WHY

Because it is something you should discuss with Toolfest, not go spouting off on a blog site.
Telling the tale, snitching, is something my 6 year old grand-daughter would do.

I also find it bizarre that Festool took it upon themselves to pay for the return as it clearly states that the buyer must pay for the return of goods no longer required.

 

[Wuffles]

You were out of order naming ToolFest as the supplier.

Why?

WHY

Because it is something you should discuss with Toolfest, not go spouting off on a blog site.
Telling the tale, snitching, is something my 6 year old grand-daughter would do.

I also find it bizarre that Festool took it upon themselves to pay for the return as it clearly states that the buyer must pay for the return of goods no longer required.

I figured you'd say that, and that's your opinion, but from what I read, he did discuss it with ToolFest. Someone asked him in a post who the dealer was and he responded. I don't think he came on here "spouting off".

Looks to me like they are being friendly with each other.

 

[andy5405]

It all sounds like a storm in a teacup. If I had to rate UK dealers Warren at Toolfest would be at the very top of my list.  He works hard to make and keep customers happy.

 

[Wuffles]

It all sounds like a storm in a teacup. If I had to rate UK dealers Warren at Toolfest would be at the very top of my list.  He works hard to make and keep customers happy.

Yep, I agree totally with that. Not dealt with him as I have a dealer on my doorstep, but it's the whole "out of order" that tickled me - "We're Sweeney son, and we haven't had any dinner".