Festool Reconditioned Tool Sale

[duburban]

i just got a new jc10 off amazon with a leaky drain valve, the box was clearly already open and Amazon sent it out as new... now THATS ridiculous

Dereck, go ahead and post the photo of what is so terrible so we can see both sides of this now public story. It sounds to me like Festool tried to make it right with you and thats what matters, i just don't think you'll be able to Shane to hand deliver a MFT for you.

 

[sanangelo]

i just got a new jc10 off amazon with a leaky drain valve, the box was clearly already open and Amazon sent it out as new... now THATS ridiculous

Dereck, go ahead and post the photo of what is so terrible so we can see both sides of this now public story. It sounds to me like Festool tried to make it right with you and thats what matters, i just don't think you'll be able to Shane to hand deliver a MFT for you.

I did post the pictures.

I don't wish to have Shane hand deliver it to me.. .I even suggested that they send the parts to a dealer as according to festool only a dealer is supposed to get a MFT or top replacement. It seems like that would make it right.

 

[sanangelo]

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.

I am not saying festool is saying that I was trying to steal.  Just stating that it does not seem like festool is checking the boxes before they are being shipped and i hope they dont think i am trying to steal from them

Not going back and forth any more with you is ok with me.. Not sure how festool cant see eye to eye with me as they could easily  send the parts to a dealer as according to the sales director only they can receive them correctly and without damage for some reason.  This way I would have my MFT and be a happy satisfied customer

 

[nanook]

Sounds like its the behavior of your National Sales Director which really made it a problem. 
Looks like shipping damage to me, I'd expect you to take it back if things were mashed in transport.  IMO thats a reasonable expectation. 

Looks like his issue was with the attitude he got from Festools customer service. 
Otherwise sounds like your replacement parts and eventual refund were what I would expect.  Not sure I would appreciate having the insinuation of theft either - might want to be a bit more clear that thats not what you were implying Shane. 

 

[mattdh]

if it matters to anyone- i was lucky to receive a 20% off mft/3  a few weeks ago and it arrived in excellent condition (thanks festool!!) i was expecting scratched legs, or  a few cuts in the top, maybe a crushed corner. but nothing but some small light scratches in the aluminum sides.  it was packed well in the box with the styrofoam corners and strapped to a pallet. couldnt have been happier. my opinion is is just luck of the draw with shippers. with one un happy cutomer im sure there is countless more than happy customers.

 

[sanangelo]

Since it has been brought to my attention that certain things could have been posted on this website by another person that were in private between myself and festool but were not I am going to post them myself. This way all of my mistakes and perceived mistakes are known.  

1. I had to "threaten" (not my word) to use a credit card dispute last week to get the missing parts and damaged top replacement sent to me.  According to some that was a threat.  I had to remind this person that each merchant and card holder agrees to live by the credit card rules.  I was only informing this person that if I am being told it is my fault and out of luck on getting the missing parts or damaged items  I would file a dispute with my credit card and let them decide who is correct and who is not in this matter.   After letting festool know that I would have to contact my credit card they decided to send the parts to me.  Please note the online dealer has been great this entire time.  His hands were tied.

2. I did have a heated conversation with the national sales director.  I was very rude at the very end of the phone call and if I had to do it over again I would not and I am sorry for the comments made to him.  There is no excuse on my part for using the words I did and I am 100 percent at fault for using them.   The conversation did start off nice but it unfortunately started to go south when he made it clear he thought I was just complaining to complain about the crack in the MDF top.  I tried multiple times nicely to explain that he could not see all the damage in the pictures but he did not wish to listen.  He just seemed to be stuck on the fact that “I have cost festool to much money”.

 

[sanangelo]

if it matters to anyone- i was lucky to receive a 20% off mft/3  a few weeks ago and it arrived in excellent condition (thanks festool!!) i was expecting scratched legs, or  a few cuts in the top, maybe a crushed corner. but nothing but some small light scratches in the aluminum sides.  it was packed well in the box with the styrofoam corners and strapped to a pallet. couldnt have been happier. my opinion is is just luck of the draw with shippers. with one un happy cutomer im sure there is countless more than happy customers.

I am glad you got yours OK.  I thought I hit the lottery when I found it listed on the recon page.  Mine just happened to be the day that they used the circus apes to load the truck I guess.  Besides the VS600 I received with the missing knobs and broken lever every festool product I have received has been in great shape.  As a matter of fact the second Vs600 I ordered  (I ordered 2 at one time) look like it had never been out of the box.  It was brand new.  Just new old stock I guess.  The first one was in good shape too just a few scratches where you could tell someone used it a few times then sent it back most likely under the 30 day policy.

 

[mattdh]

sanangelo- can i ask who was this shipped with?

 

[sanangelo]

sanangelo- can i ask who was this shipped with?

Road Runner trucking

 

[peter halle]

Was the original shipment palletized?  And how many boxes?

Peter

 

[sanangelo]

Was the original shipment palletized?  And how many boxes?

Peter

Yes it was on an a pallet.  There was only one box

 

[chrisrosenb]

Festool needs to open an outlet store for their reconditioned tools.
Buyers would see the items before buying.
After the purchase the buyer takes the item home.

No more shippers between Festool & the buyer.

 

[Kev]

Here's a thought ...

People have a responsibility when they take delivery of an item. You can refuse delivery and say it's not convenient or it's not what was agreed. You can give someone else responsibility ... yes, RESPONSIBILITY!

Festool USA seem to be going out of their way to give bonus value to the US customers (on top of the world's lowest prices and 30 day trial, you get to regularly benefit from recon sales).

Keep the blame for transit damage where it belongs ... the transport company, the recipient and the transport insurer.

If something isn't packaged properly and there's damage or a shortage with no external evidence - then you have an issue with your supplier.

I'm not trying to defend Festool here in any way, I'm just pointing out the reality of buying online and expecting home delivery - if you don't like the model - go to your retailer's shop.

Simple.

 

[sanangelo]

Here's a thought ...

People have a responsibility when they take delivery of an item. You can refuse delivery and say it's not convenient or it's not what was agreed. You can give someone else responsibility ... yes, RESPONSIBILITY!

Festool USA seem to be going out of their way to give bonus value to the US customers (on top of the world's lowest prices and 30 day trial, you get to regularly benefit from recon sales).

Keep the blame for transit damage where it belongs ... the transport company, the recipient and the transport insurer.

If something isn't packaged properly and there's damage or a shortage with no external evidence - then you have an issue with your supplier.

I'm not trying to defend Festool here in any way, I'm just pointing out the reality of buying online and expecting home delivery - if you don't like the model - go to your retailer's shop.

Simple.

If I would have known it needed a full inspection then it would have had one.   It's very common in the US for a item to be just delivered to your door without any signatures or inspection.. All other festool items that I have received came that way ... I was told it was going to be on a pallet so someone had to be here to let them in the garage... Again if I had known it needed a full inspection I would have told the driver to take a hike and come back when he was suppose to.  I was trying to be nice because I know a truck driver makes his money from the amount of deliveries he makes.  I just assumed it would show up like all my other items and festool would take care of any issues like they claim to do. I even had the dealer tell me that it’s not my responsibility for inspection at time of delivery

Now looking back at this it seems to me festool is thinking I was just trying to rip them off.  I even have an email referring to “damage could have been sustained after the delivery” ... The only thing I can think of that is they are saying I caused the damage to get free stuff. I even tried to send all the damaged parts back to festool to show I was not trying to scam them but was told by festool to just keep them 

I tried to not do anything public about it on the Internet without even calling the company first.   In the past if I had a questions or concern all questions were sent to Shane via PM so no dirty laundry would be public . I thought it was only normal to let a company have a chance first. In this situation I should have complained on here first to protect myself.  To prove this look what happened to the other guy from Australia that had his cabinets delivered in bad shape.  He got taken care of quickly after going public. Me on the other hand had to wait just under 3 weeks to be told what i was told.

Edit--- for clarification

 

[zapdafish]

Festool needs to open an outlet store for their reconditioned tools.
Buyers would see the items before buying.
After the purchase the buyer takes the item home.

No more shippers between Festool & the buyer.

I've got an outlet mall close by if Festool wants a location recomendation for an outlet store front  [big grin]

 

[chrisrosenb]

Festool needs to open an outlet store for their reconditioned tools.
Buyers would see the items before buying.
After the purchase the buyer takes the item home.

No more shippers between Festool & the buyer.

I've got an outlet mall close by if Festool wants a location recomendation for an outlet store front  [big grin]

I was thinking more of an Indiana location. [big grin]

 

[copcarcollector]

I even had the dealer tell me that it’s not my responsibility for inspection at time of delivery

Whoever told you this was 100% incorrect.

It IS the receivers responsibility to inspect and accept / decline delivery based on how the shipment arrives. This is true across the board no matter the shipping company used. True UPS and Fedex drop and run without signature, but a freight company is another story. As the receiver, you have the right and responsibility to inspect the shipment. If a truck driver gives you crap about it or shoves the paperwork in front of you, tell them to go pound sand. Take as long as you want to make sure that the shipment is in the condition you expect. If the driver has a problem with that, tell him to take the shipment back and send it with another driver, or speak with a supervisor.

(This is NOT directed at you personally sananeglo, this is based on my experience with freight companies and their drivers, as well as long notices I have received from other manufacturers such as Grizzly and Woodmaster who make is really clear how the customer should inspect the shipment when it arrives)

My MFT tables were shipped via UPS (big brown truck, not UPS Freight) and they arrived just fine. 

 

[sanangelo]

I even had the dealer tell me that it’s not my responsibility for inspection at time of delivery

Whoever told you this was 100% incorrect.

It IS the receivers responsibility to inspect and accept / decline delivery based on how the shipment arrives. This is true across the board no matter the shipping company used. True UPS and Fedex drop and run without signature, but a freight company is another story. As the receiver, you have the right and responsibility to inspect the shipment. If a truck driver gives you crap about it or shoves the paperwork in front of you, tell them to go pound sand. Take as long as you want to make sure that the shipment is in the condition you expect. If the driver has a problem with that, tell him to take the shipment back and send it with another driver, or speak with a supervisor.

(This is NOT directed at you personally sananeglo, this is based on my experience with freight companies and their drivers, as well as long notices I have received from other manufacturers such as Grizzly and Woodmaster who make is really clear how the customer should inspect the shipment when it arrives)

My MFT tables were shipped via UPS (big brown truck, not UPS Freight) and they arrived just fine. 

Trust me I know now .... I can guarantee that the box that is being sent to me better be in perfect shape I will even refuse it and they can send me a new one as I don't want festool to blame me anymore

 

[Rick Christopherson]

Once a product leaves a distributor and is in the hands of a shipping company, it is completely out of the control of the distributor and in the care of the shipping company. This is the reason why the shipping company is legally responsible for shipping damage, not the distributor.

I can't even begin to count how many times I have read on woodworking forums people saying, "...don't ever buy an xxx-brand tool because mine got scratched or dented in transit." Instead of blaming the transit company that caused the problem and is liable for the problem, they blame the distributor. That is misplaced blame.

That's not something new. It is actually part of the legal system. Not knowing that is not an excuse in the legal sense.

Nevertheless, I bet if you check the paperwork that accompanied the shipment, you would actually find the wording that indicates the responsibility for inspecting shipping damage upon receipt. That wording doesn’t come from the distributor, it comes from the shipping company. When you accept a shipment without inspecting it for damage, you let the shipping company off the hook for their liability in making a claim. That's the reason why there is even a signature required in the first place.

When you sign, you are releasing them from claim. And if you look at the bottom of the form you signed upon receipt, you will probably see wording to that effect. (In other words, you signed a legal contract without reading it.)

When there is no visible exterior damage to the shipment, it can get a little dicey having the driver wait while you inspect. However, in your case, there was actual, visible exterior damage that should have prompted immediate inspection of the shipment upon arrival. The fact that your agent (wife or whomever) didn't do that is no one else's responsibility than your own.

By the way, the same conditions apply to the shipping company when they accept the shipment from the distributor in the first place. If they observe physical damage on a shipment before they take possession, they will either refuse to take the shipment, or document the damage as pre-existing. They do this because they know that they are on the hook for anything that happens while the shipment is in their possession.

You are attempting to blame someone else for your actions, or in this case, inactions. You need to take responsibility for your actions.

 

[sanangelo]

Once a product leaves a distributor and is in the hands of a shipping company, it is completely out of the control of the distributor and in the care of the shipping company. This is the reason why the shipping company is legally responsible for shipping damage, not the distributor.

I can't even begin to count how many times I have read on woodworking forums people saying, "...don't ever buy an xxx-brand tool because mine got scratched or dented in transit." Instead of blaming the transit company that caused the problem and is liable for the problem, they blame the distributor. That is misplaced blame.

That's not something new. It is actually part of the legal system. Not knowing that is not an excuse in the legal sense.

Nevertheless, I bet if you check the paperwork that accompanied the shipment, you would actually find the wording that indicates the responsibility for inspecting shipping damage upon receipt. That wording doesn’t come from the distributor, it comes from the shipping company. When you accept a shipment without inspecting it for damage, you let the shipping company off the hook for their liability in making a claim. That's the reason why there is even a signature required in the first place.

When you sign, you are releasing them from claim. And if you look at the bottom of the form you signed upon receipt, you will probably see wording to that effect. (In other words, you signed a legal contract without reading it.)

When there is no visible exterior damage to the shipment, it can get a little dicey having the driver wait while you inspect. However, in your case, there was actual, visible exterior damage that should have prompted immediate inspection of the shipment upon arrival. The fact that your agent (wife or whomever) didn't do that is no one else's responsibility than your own.

By the way, the same conditions apply to the shipping company when they accept the shipment from the distributor in the first place. If they observe physical damage on a shipment before they take possession, they will either refuse to take the shipment, or document the damage as pre-existing. They do this because they know that they are on the hook for anything that happens while the shipment is in their possession.

You are attempting to blame someone else for your actions, or in this case, inactions. You need to take responsibility for your actions.

Good to know .. Now fetsool can get its money back from UPS on the second top and send me another .... Accept they won't do it... Ups just set the top at my door .... How do you sugest they get thier money back for that.... I know what ups wi say....   The packaging sucks..

Also the signature does not answer why parts were missing ... No one can seem to understand that parts are missing and the box was NOT open. It was NOT reseald ..... So that means they sent me the wrong box to begin with or someone is trying to say I am stealing it...   Shane Said every thing is inspected before sipping but that could not of happend because parts were missing.  This happened on 2 seperate orders for 2 different products. This seems to show there is an issue at festool checking the recon tools before shipping or I am a liar just trying to steal from them.. I know that I am not stealing the parts.  I do know what festool has tried to say.