Festool Repair / Service

[Giff]

Festool say they are proud of their warranty and repair policy and this is a good reason for paying a premium price for the longevity of their products. My recent experience has not proved that to be the case so I thought I would share the scenario. I booked a RTS 400EQ sander for repair. It was working, but sluggishly and I thought it should be repaired / serviced.This was collected quickly by FedEx. After 4 days I hadn't had a reply / quote so I phone customer services, who had the quote and told me, then confirmed by email the cost of the repair. The cost, £211.00 was  more than the cost of a new (discounted machine from a UK authorised dealer) machine ,at £198.00

I had 3 options with Festool.

1.Pay for the repair
2. Have the machine returned ( striped down) for a cost of £33.42
3. Give them permission to "scrap" the machine and systainer case and accessories.

I opted for the return and noted that parts are available to make a self repair, possibly as
a spare sander..as I have now ordered a replacement.
The machine was returned, striped down as they had said, but everything "thrown" in the systainer,
most parts removed, making an analysis of the repair almost impossible.

The machine, working when returned,had been striped beyond recognition and if the Festool fitter's
workstation looks anything like the inside of the returned systainer I would be very concerned about asking
them to repair anything.

Obviously annoyed, still a Festool user and happy with all my tools,but disappointed at this attitude and apparent
disregard for other people's tools. This unit was out of warranty, but not by much.

Giff

 

[Kev]

This strikes me as very odd. You would have thought that there would be some rational thinking by Festool service.

Personally I'd make Festool aware of this. Charging someone as much to repair a tool as the cost of a replacement is quite frankly insulting ... Particularly when it's the service arm of the same company.

 

[AlexThePalex]

I am starting to get really annoyed with Festool as a company and their mentality, despite what they say about having such good service 5 out of 5 of my experiences with them left me with a bad taste in my mouth.

Two information requests about accessories where I got wrong answers in both cases, and both times after sending at least 4 emails before I got a reply.

Two orders for spare parts where I ordered too little or too much just because they make a sometimes incomprehensible mess of their Ekat system. Funniest thing was when they replied to me "If you had talked with a dealer they should have ordered the proper stuff right away", YEAH GOOD JOKE, I've been on the Ekat myself almost daily the last 7 years and the store clerk has to look for minutes to even find the proper link to access it.

And a warranty issue with a €22 centrotec part where I lost the magnet out of a bitholder, Festool NL simply refused to help me and I had to contact all the way out to Festool germany headquarters before it got resolved.

In contrast, the few times I needed to call on DeWalt or Metabo for warranty issues were all without exception A++.

I still think their tools are good, but their mentality towards me as a customer is starting to work on my nerves, and as a result I have hardly spend a dime with Festool the last 2 years.

Fine, so be it.

 

[GarryMartin]

Whilst I always have empathy for individuals that find themselves in these sort of situations, Festool have only followed the agreed process in this instance. The fact that a repair (which will include labour charges for investigation as well as parts and shipping etc.) could conceivably cost more than a new unit isn't that unusual and certainly isn't confined to just Festool products (and is indeed where the term "beyond economical repair" comes from).

For others considering a repair or service out of warranty, it should be noted that you have to agree to the terms and conditions for repair when sending a machine in for investigation and/or repair or service, and the form (at least in the UK) clearly states "PLEASE NOTE: If you decide not to go ahead with the repair after quotation you will be charged £17.50 pounds for the assessment. Additionally the return carriage will be £10.45. It is against the Health & Safety Act to reassemble the tool and you will receive your tool back in pieces!" so there should be no surprises there either.
https://www.festool.co.uk/Service/After-Sales/Documents/RepairOrderForm_2015.pdf

It's not nice when it happens to us, but nothing in this world is perfect. All we can reasonably ask of organisations is for them to be clear about the process and the costs to allow us to make informed decisions.

Anything else is, by definition, exceptional.

 

[Giff]

I do understand, and I did agree, by default to the terms, however, to return a machine, not just in a striped down state, but an unidentifiable state, is just bad practice and untidy. Even the power cable, which was supplied coiled neatly in the case was unravelled and chucked in the box. Doesn't really fit in with the glossy image.Hope Tooltechnic GB read these threads and return customers tools as the customers expect them to be treated..

 

[peter halle]

I do understand, and I did agree, by default to the terms, however, to return a machine, not just in a striped down state, but an unidentifiable state, is just bad practice and untidy. Even the power cable, which was supplied coiled neatly in the case was unravelled and chucked in the box. Doesn't really fit in with the glossy image.Hope Tooltechnic GB read these threads and return customers tools as the customers expect them to be treated..

I can assure you that FESTOOL UK and also DE do read these threads and I suspect this one.

Peter

 

[oldie]

Might not be a perfect world – but…
Here we have a sander not long out of warranty. 
Festool could have made it a nicer world for one guy – by giving him the option of buying a new one with a suitable discount. 
Could be considered a thank you for buying a Festool in the first place. 
Not interested in all the legal stuff. 
Reckon would have been the ‘right’ thing to have done in this situation. 

Richard (UK)

(Edit:  Reference reply #30 by Phil Beckley. 
“I received an email that the machine was registered in 2008 so on this information there is nothing that can be done.”)

 

[Phil Beckley]

Might not be a perfect world – but…
Here we have a sander not long out of warranty. 
Festool could have made it a nicer world for one guy – by giving him the option of buying a new one with a suitable discount. 
Could be considered a thank you for buying a Festool in the first place. 
Not interested in all the legal stuff. 
Reckon would have been the ‘right’ thing to have done in this situation. 

Richard (UK)

Hi
We go through a dealer network for sales
rg
Phil

 

[Phil Beckley]

I do understand, and I did agree, by default to the terms, however, to return a machine, not just in a striped down state, but an unidentifiable state, is just bad practice and untidy. Even the power cable, which was supplied coiled neatly in the case was unravelled and chucked in the box. Doesn't really fit in with the glossy image.Hope Tooltechnic GB read these threads and return customers tools as the customers expect them to be treated..

Hi
Certainly do read and take an active part here on the Owners group
The machine is sent back in component form as we are not permitted to return a faulty machine in case of any mishaps. I understand this may seem harsh but we have no choice and it is explained during the service process
I have messaged you also
rg
Phil

 

[Giff]

I do understand, and I did agree, by default to the terms, however, to return a machine, not just in a striped down state, but an unidentifiable state, is just bad practice and untidy. Even the power cable, which was supplied coiled neatly in the case was unravelled and chucked in the box. Doesn't really fit in with the glossy image.Hope Tooltechnic GB read these threads and return customers tools as the customers expect them to be treated..

Hi
Certainly do read and take an active part here on the Owners group
The machine is sent back in component form as we are not permitted to return a faulty machine in case of any mishaps. I understand this may seem harsh but we have no choice and it is explained during the service process
I have messaged you also
rg
Phil

Hi Geoff
Unfortunately nothing can be done as the service policy has been followed. Machines are sent back in 'parts' due to us not being able to send a 'faulty' machine back to an end user in a non working condition
rg
Phil

Hi Phil

Thanks for the reply. I do understand that the service policy has been followed, but, and the reason for the post, is that I think this should be changed. The repair was quoted as £211.13,(probably with limited warranty) a new machine, with 3 tears warranty + insurance cover, + a new systainer and power cord is £193.00 ( from a UK Festool dealer). Would it not be possible to replace the unit, minus power cord and systainer for a much lower cost than this.. If this has to be authorised through a dealer Festool do issue vouchers.
I was also disappointed and somewhat disillusioned in the way the machine was returned. I think this is an issue that will affect more users than me, and I will copy and post this PM on the FOG website, with an illustration of the returned product.

Geoff

I had a PM from Phil regarding this post, and it is reassuring that Festool do look. I have now posted my reply, and a photography of the returned unit,[attachimg=1] and hope they listen as well.

 

[six-point socket II]

Hello Giff,

I can see how one would expect the screws to be in a little container/ziploc bag, the motor assembly group a little more cushioned and also bagged up... After all it's still your "machine", you paid for it - and defective or not - it could have been treated with a little more "respect" in regards to how it arrived at your door

But nonetheless, neatly packaging something up takes time - time is one of the highest cost factors... So it's kinda foreseeable that the next person will complain it's a 50 or 60 GBP shipping & handling fee for defective tools returned without repair - instead of the 33,XX.

And then, what Phil and also others said - after inspection they can't ship a tool deemed defective in one way or the other back in assembled/working condition. Competitors don't and won't handle this any different, by the way.

I think I understand you and the points you make - And I'd like to believe that if I'd run a business like Festool I would handle this differently, even more customer focussed down to this very details - but the truth would probably be also a big pond of compromises - you simply can't do everything right for everyone.

But then again, I'd agree that what was returned could have been better packaged, "nicer"/"tidier"/"more sorted" looking.

Kind regards,
Oliver

 

[mrboult]

Hi Giff,

I'm interested to know what needed to be repaired, leading to a cost of over £200?

 

[Giff]

Hi Oliver

Thanks for the reply. I do think Festool are missing an opportunity. Not quite the same, but I believe if Rolls Royce have to collect a broken down vehicle it is covered and transported to a repair centre anonymously, so as not to damage the brand. As for timing, I think a trainee / apprentice could package the returned item in a tidy state within 10 minutes. Regards  Geoff

 

[Giff]

Hi Oliver

I have a breakdown of the costs and could publish it if Festool approved, but the main expensive items are, Armature £33.87, Conversion Kit (no idea what it is converting) £51.00, Field Assembly £31.47, all + VAT.

Regards  Geoff

 

[six-point socket II]

Hi Oliver

I have a breakdown of the costs and could publish it if Festool approved, but the main expensive items are, Armature £33.87, Conversion Kit (no idea what it is converting) £51.00, Field Assembly £31.47, all + VAT.

Regards  Geoff

"It wasn't me"  [scared] [scared] [scared] [big grin] [big grin] [big grin] [big grin]


[wink] [wink] [wink] [wink] [big grin] [big grin] [big grin] [big grin] [big grin] [big grin]

Kind regards,
Oliver

 

[Giff]

Thanks Oliver....brilliant ! worth the error in th post for that !

Sorry Mr B, that should have been addressed to you..

Appologies G

 

[leakyroof]

Hi Oliver

Thanks for the reply. I do think Festool are missing an opportunity. Not quite the same, but I believe if Rolls Royce have to collect a broken down vehicle it is covered and transported to a repair centre anonymously, so as not to damage the brand. As for timing, I think a trainee / apprentice could package the returned item in a tidy state within 10 minutes. Regards  Geoff

  I have this and other attributes about broken down RRs. I've never had anyone at Rolls Corporate confirm this in 30 years as being true at least here in the US. Maybe it's different in the UK?  [huh]

 

[Phil Beckley]

Hi
I have fed back all of this to the service section. With this case we have followed the service policy correctly.
  The point made about how the machine is returned is possibly an area for improvement and again service are aware of this.
Rg
Phil

 

[Giff]

Thanks Phil, I don' think you will have anyone defecting from Festool as a result. Hopefully this will be regarded as positive feedback. Regards Geoff

 

[Giff]

....but no one has ever seen a broken down RR ? That's the point  [huh]