Festool Reconditioned Tool Sale

[sanangelo]

Shane it may be nice to show some of the bigger damage to the top not just the one spot.

Did you not get the other photos or did you chose to only display the one corner that had a very small amount of damage?  If that was the only damage I would have been happy.

 

[sanangelo]

A chip in the corner..?  ???  Send that sucker to me instead!

It was just not that corner ..... What you dont see is the 6 inch crack in the side where it is delaminating ... 

 

[copcarcollector]

Ahhh bummer - comment retracted. I have 2 MFTs and like them a lot, I hope that you are able to get one that you can use in the future-

 

[Administrator_JSVN]

Shane it may be nice to show some of the bigger damage to the top not just the one spot.

Did you not get the other photos or did you chose to only display the one corner that had a very small amount of damage?  If that was the only damage I would have been happy.

Apologies, I didn't see that there were more attachments that I needed to scroll to see. The additional photo has been added. All of the other images I see look like duplicates of the corner damage. If I missed something, feel free to post your own photos.

Each person has to decide for themselves, but in my opinion both of those are very superficial and do not affect the ability to use the table to its full potential. Most of that will be behind the profile.

My point was that there's a little more to the story than "Beware... If your recon tool shows up broke festool may blame it on you and you will do without".

 

[sanangelo]

Shane it may be nice to show some of the bigger damage to the top not just the one spot.

Did you not get the other photos or did you chose to only display the one corner that had a very small amount of damage?  If that was the only damage I would have been happy.

Apologies, I didn't see that there were more attachments that I needed to scroll to see. The additional photo has been added.

Each person has to decide for themselves, but in my opinion both of those are very superficial and do not affect the ability to use the table to its full potential. Most of that will be behind the profile.

There still seems to be some pictures missing Shane.  If festool is going to try to say I am just complaining to complain please use all the pictures sent.
I will make sure to send you some more pictures with better detail.  The issue is that the MDF is delaminating on the side

 

[duburban]

Don't be shy, post them. Especially since I want to see the damage that warranted Festool to stop selling reconditioned MFTs.... (better be good, Buddy....)

 

[sanangelo]

Don't be shy, post them. Especially since I want to see the damage that warranted Festool to stop selling reconditioned MFTs.... (better be good, Buddy....)

I will post them as soon as I get home...  I guess shane only got the images that show the damage to be light for some reason even though more were sent .... Just as a FYI the "national sales director" said that all MFT's are "supposed to be picked up" at a store only as they are "not packaged to be sent to individuals".    Not sure how all the online dealers have been doing it for the past few years but that came from the big guy.

 

[Rick Christopherson]

I just don't understand why manufacturers aren't doing more to prevent damage in shipping?

 

[mouppe]

I cannot believe Festool are planning to discontinue sales of the MFT in future reconditioned sales' events based on one dissatisfied customer. That's ridiculous. There must be more to the change in sales strategy.

I picked up an reconditioned MFT 800 a while ago and am very happy with it. I have scoured the subsequent sales for more MFTs but to no avail. I would be happy to buy more MFTs if I could.

 

[copcarcollector]

.... Just as a FYI the "national sales director" said that all MFT's are "supposed to be picked up" at a store only as they are "not packaged to be sent to individuals".

Seriously? I have had 2 MFT/3 and one MFT Kapex shipped to me with no issues. Yes it is big and heavy but mine were packaged well for UPS transport, and I mean from the Festool factory with a sturdy cardboard box and Styrofoam corner protectors. I can't believe anyone would say they are  not 'supposed to be shipped'. What about the Kapex, what about the MFH stool? THAT sucker weighs a ton and mine came through fine from FedEx. What about those of us who do not have a local store to pick it up from..?

I too am surprised that Festool would say no more to reconditioned MFT sales due to one complaint, maybe they have had others not posted on the forum. I watched the recent recon sale every day and never saw an MFT come up, I would have grabbed it if I had seen it.

Sanangelo, I am not trying to discount your issue or your unhappiness with the way your recon MFT arrived - as I said before, I hope that you can get an MFT that works for you in the future.

 

[Administrator_JSVN]

I don't know if it was this one incident that resulted in the decision to remove the MFT from future recon sales. My intention was to inform not throw Derek under the bus as the sole reason.

As a former online dealer, I can tell you that tables, Sysports and rails are damaged more frequently in shipping.

I think the blame here should be out on the shipper, not Festool. Like I said, we even ate the damage to the table which was not noted when it was received. Why ship yet more parts when there seems to be a trend with damage presumably from poor handling by the delivery guy. We've all read reports of guys throwing boxes off the back if their delivery trucks.

In the end, Derek is getting a full refund.

 

[sanangelo]

Update---- Here are the pictures as promised.  I apologize for any spelling issues as I am doing this on my iphone.

The first one shows the crack in the side of the top.  This is also the damaged area that Shane forgot to post the first time (Full disclosure this is a new photo I took this afternoon to make sure that you can see the actual damage as the first one was not very good and zoomed in).  The 2 black lines show where the crack starts and stops.  I have placed my 6 inch Starrett scale on the edge to show the length of the crack as it is apox 7.25 inches.  The side is also bulging out and it keeps the top from laying flat.

The second photo shows the corner of the top that is damaged. This is a damaged area that Shane did not post at all. ( Full Disclosure This is a photo I took this afternoon and not the original that was sent to festool)  If the only damage that was on the top was in the first photo that Shane posted to try and show how little damage there was  I would have never said anything as it is very minor.  I am not sure if this was intentional or someone just did not forward it to Shane.

The third photo is the same corner as in the second picture but the original that was sent to festool.

Here are the bullet points of how the transaction has happened with festool.

1.  Roadrunner trucking was assigned to deliver the MFT on a Thursday and they were suppose to call me an hour before they arrived.  On a Tuesday I get a call from the truck driver saying he is down the street from my house and asked who would be there to receive it as he didn't have time to wait.  Unfortunately I was walking into a meeting when I received that call so I asked my 72 year old father to meet the driver at my house.  The damaged on the outside of the box was not too bad so he did not think anything about it.

2.  When I got home and unpacked the box I noticed there were parts missing ( Rail, protractor and guide rail) and the MFT was damaged (Top and one Leg)so I called my online dealer to report it.

3. On Thursday I called festool to see why I have not received any information from them as to what they are going to do and to please have a manger call me back.  The reason I called festool is that festool was not contacting my dealer back on the issue and I had a project that I was trying to start with the MFT.

4.  On the following Tuesday one week after delivery I finally received an email from my dealer saying they are sending the missing parts but not a new top.  I called festool to ask why they are not going to replace the top and was told the damage was “my fault not theirs”.  I again asked for a manager to call me back but no one did. On Wednesday I received an email from my dealer apologizing for the confusion and that a new top is on the way

5.  The new top arrived yesterday damaged so I called my dealer to notify him of the damage.  This damage was much worse than the original.

6. Today I finally received a call from festool over 2 weeks from when I first asked for someone from festool to call me.  The person on the phone identified himself as the “National Sales Director”. He also stated the festool tried to call me last week but I did not pick up the phone ( I checked my call logs and voicemail with no proof they did).  He proceed to tell me that festool has lost too much money on me and I had 2 choices  1. Keep the damaged parts and deal with it because it is just cosmetic  or  2. Send me a call tag and box to pick the MFT up.  He also explained that the MFT’s were never suppose to be on the recon sale and no one should have ever sent me a new top as the top and MFT are suppose to be dealer pickup only.  To be honest he was acting like a bully on the phone when I tried to ask him any questions and he had the attitude of I was going to have to just be quiet and he was going to tell me how this is going down.  I would have gladly been more than willing to pay a modest upgrade fee for a new table as I believe that the real issue was with festool not me.  In the end I told him if his company is going to blame the customer then he needs to come get his shoddy product from my house and give me my money back as I no longer have any faith in his company and I don’t need to be talked down to like one of his employees.

I am still not sure how the missing parts in a festool sealed box would have been missing and it would be the fault of the trucking company and myself.  To me it looks like someone screwed up at festool and did not inspect a thing before they shipped it.  For all I know the MFT was damaged before it was sent from the warehouse as it was apparent that they never bothered to do an inventory check on the unit during the "reconditioning".  Also I ordered two VS600's and one was delivered with a broken lever and missing the knobs so is looks like some reorganization and training needs to happen in the shipping / refurb department.

 

[semenza]

Rick,

    Is that picture for real or is shopped?  [eek]

Seth

 

[sanangelo]

.... Just as a FYI the "national sales director" said that all MFT's are "supposed to be picked up" at a store only as they are "not packaged to be sent to individuals".

Seriously? I have had 2 MFT/3 and one MFT Kapex shipped to me with no issues. Yes it is big and heavy but mine were packaged well for UPS transport, and I mean from the Festool factory with a sturdy cardboard box and Styrofoam corner protectors. I can't believe anyone would say they are  not 'supposed to be shipped'. What about the Kapex, what about the MFH stool? THAT sucker weighs a ton and mine came through fine from FedEx. What about those of us who do not have a local store to pick it up from..?

I too am surprised that Festool would say no more to reconditioned MFT sales due to one complaint, maybe they have had others not posted on the forum. I watched the recent recon sale every day and never saw an MFT come up, I would have grabbed it if I had seen it.

Sanangelo, I am not trying to discount your issue or your unhappiness with the way your recon MFT arrived - as I said before, I hope that you can get an MFT that works for you in the future.

I could not believe what he said but he just seemed like the kinda of guy that really gives customer service a bad name the way he started off the call.  The way I see it festool is hiding behind the fact that I am getting a full refund and calling that good customer relations.  I really did not want to get a full refund I just wanted a working MFT as I have spent around $4000 on festool tools the past 18 months and I am just a mild hobbyist.

 

[Rick Christopherson]

Rick,

     Is that picture for real or is shopped?  [eek]

Seth

I pulled it up from a google image search, but it is something I have seen before. I am pretty sure it is real. You can see that most containers are locked together vertically, and several of them in the center have buckled.

Oh, after a quick search, it appears that the ship was caught in a storm in 2007 only a few months after it was christened.

 

[Administrator_JSVN]

Derek,

Again, my apologies. Sorry for the trouble. Sorry that you receive multiples shipments that were damaged. Sorry that you didn't agree with our resolution of the problem after the package was not annotated as damaged.

ALL products are checked before they are sent out as reconditioned.

I received an email with about 4 images and three of them were of the same corner and the last one was the side. It did not show a split as in your photo. I posted what I had.

You contacted me about this and the VS 600 and I did what I could to assist you on the matter and returned all messages within minutes of you contacting me.

Festool is not responsible for damage incurred during transit. Nor would any other manufacturer or retailer. That is the responsibility of the courier.

Like I said, you're getting a full refund and we're sending you a box to ship back the MFT at our expense. Based on you receiving four shipments with damaged parts from us, I'd be willing to bet that if we sent you three more MFT tops, they'd all get damaged. This would just go on perpetually.

Again, my apologies that you're not happy with the way things turned out.

Shane

 

[semenza]

Rick,

     Is that picture for real or is shopped?  [eek]

Seth

I pulled it up from a google image search, but it is something I have seen before. I am pretty sure it is real. You can see that most containers are locked together vertically, and several of them in the center have buckled.

Oh, after a quick search, it appears that the ship was caught in a storm in 2007 only a few months after it was christened.

I bet that was fun to unload  :

Seth

 

[duburban]

I don't actually believe Dereck is to blame for this modification to the reconditioned program, nor anyone else for that matter, its just the nature of the beast. We should just buy them new anyhow and stop being a bunch of cheapskates. (going to check the recon list again)

 

[sanangelo]

Derek,

Again, my apologies. Sorry for the trouble. Sorry that you receive multiples shipments that were damaged. Sorry that you didn't agree with our resolution of the problem after the package was not annotated as damaged.  In the future please make sure festool makes a full disclosure that all items need to be fully inspected before the driver is gone. It would also be nice to use a professional trucking service that actually shows up when they are suppose to not when they wish to.

ALL products are checked before they are sent out as reconditioned.   It could not have been inspected as how could the accessories be missing if they did?  The MFT had the original packing tape on it. It was not resealed.  I hope festool is not trying to say I am stealing these things.

I received an email with about 4 images and three of them were of the same corner and the last one was the side. It did not show a split as in your photo. I posted what I had. Not sure why you only received pictures of the same corner with very little damage that I even agreed that was no big deal. You may want to talk to your peers to see why they decided to only send you images that did not really show any major damage to post to this website.

You contacted me about this and the VS 600 and I did what I could to assist you on the matter and returned all messages within minutes of you contacting me. Yes you responded to me quickly after your vacation about the vs600 issue.  I even sent you a note to thank Huck as he was extremely helpful.  Just listing it to show that there seems to be an issue with checking items before they are being sent out.  Again I hope festool is not trying to think I am stealing items from them

Festool is not responsible for damage incurred during transit. Nor would any other manufacturer or retailer. That is the responsibility of the courier.

Like I said, you're getting a full refund and we're sending you a box to ship back the MFT at our expense. Based on you receiving four shipments with damaged parts from us, I'd be willing to bet that if we sent you three more MFT tops, they'd all get damaged. This would just go on perpetually. It never was 4 damaged shipments for the MFT only 2.  The original MFT and the replacement top.  Why not just send the risky part to a dealer and I pick it up from them if they are the only ones that are supposed to get these items? I  am sure that I can make it to a larger city to get it as I travel on a regular schedule.  Or even offer to give me half of the shipping cost for it to go back and call it good.  I am sure I can make a new top from local MDF sheets. aslo maybe festoo lshould reconsider how they package there items.  I knonw i am not the only person to have shipping issues and damage.  It seems like festool has great engineers to design their tools but don't have any packaging engineers. I am not sure how anything gets all the way from Germany with the way some of the items are packed. 

Again, my apologies that you're not happy with the way things turned out.

Shane

 

[Administrator_JSVN]

No one accused you of stealing. My comment about sending more tops was hypothetical.

Derek, we're going to have to just no see eye to eye on this one. I'm not going back and forth any more.