Chris Hughes
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- Joined
- Mar 15, 2008
- Messages
- 572
Any idea on how quickly they turn tools around? I sent a ts55 in for a horrible grinding sound. Has anybody else sent stuff in? C Hughes
Festool repair services
- Thread starter Chris Hughes
- Start date
Bob Marino
Member
- Joined
- Jan 16, 2007
- Messages
- 3,263
Chris,
They have a 24-48 hour turnaround once they get the tool in shop.
Bob
The auto tool activation outlet on my CT22 went "south" on a Sunday last month. That night I downloaded the return form from the Festool website support page, filled it out and attached a copy of my sales receipt. On Monday, I packed the detached upper section of the vacuum and sent it via UPS ($26) to the California repair center. On Wednesday the following week I received the section with the outlet module replaced at no charge, shipping prepaid. The module was installed upside down (the cover lid flipping down rather than up) but I keep a Plug It in the outlet all the time so it makes no difference to me at all.
All in all, relatively painless. I have a Midi and a Porter Cable shop vac in the shop so there was no work down time.
It's interesting to compare this experience to a HP Compaq laptop I own that seemingly wouldn't charge from the AC adaptor. I called HP and they overnighted a new AC adaptor to me at no charge. When that didn't resolve the issue, HP immediately arranged for me to take the laptop to their authorized repair center (fortunately only 10 minutes from where my shop is). I left the laptop there and two days later picked it up with a new internal power supply installed at no charge under warranty. And they said to keep the new AC adaptor at no charge. The only downside to this experience was the need to talk with several HP customer service and tech support representatives for approximately 30 minutes (no wait time though).
If you take the HP experience and combine it with the Festool experience (no phone calls required), you might envision a Festool process where you submit a form on line (a PDF form that can be filled out on line). That form would initiate a phone call or email from a Festool rep that determines whether or not it's a warranty or non-warranty issue. After this a box (packing material enclosed) is sent to you with pre-printed return label and instructions on how to arrange a UPS (or DHL or FedEx) pickup. All you need is packing tape.
If the repair is under warranty, there'd be no shipping charged to you. If not under warranty you pay (or decline the repair) for the repair and shipping charges both ways (or perhaps only for the trip back to you). This process would take some of the "pain" out of sending something back to Festool; the most significant hassles of which are finding a box, packing material, driving to your local shipping office and paying for shipping out-of-pocket (especially when it's a warranty repair that should be a zero sum experience).
Rom
All in all, relatively painless. I have a Midi and a Porter Cable shop vac in the shop so there was no work down time.
It's interesting to compare this experience to a HP Compaq laptop I own that seemingly wouldn't charge from the AC adaptor. I called HP and they overnighted a new AC adaptor to me at no charge. When that didn't resolve the issue, HP immediately arranged for me to take the laptop to their authorized repair center (fortunately only 10 minutes from where my shop is). I left the laptop there and two days later picked it up with a new internal power supply installed at no charge under warranty. And they said to keep the new AC adaptor at no charge. The only downside to this experience was the need to talk with several HP customer service and tech support representatives for approximately 30 minutes (no wait time though).
If you take the HP experience and combine it with the Festool experience (no phone calls required), you might envision a Festool process where you submit a form on line (a PDF form that can be filled out on line). That form would initiate a phone call or email from a Festool rep that determines whether or not it's a warranty or non-warranty issue. After this a box (packing material enclosed) is sent to you with pre-printed return label and instructions on how to arrange a UPS (or DHL or FedEx) pickup. All you need is packing tape.
If the repair is under warranty, there'd be no shipping charged to you. If not under warranty you pay (or decline the repair) for the repair and shipping charges both ways (or perhaps only for the trip back to you). This process would take some of the "pain" out of sending something back to Festool; the most significant hassles of which are finding a box, packing material, driving to your local shipping office and paying for shipping out-of-pocket (especially when it's a warranty repair that should be a zero sum experience).
Rom
Rom Lee said:
Rom,
Sending out the proper packing material is a great idea, and probably worth way more than it costs. The proper shipping material weighs nearly nothing and does a great job making sure the tool arrives without further damage. I shipped a CT33 last night. It weighs 34 lbs. By the time I felt I had it securely packed, it weighed 63lbs. I'm sure the factory shipping container and styrofoam probably weighs less than 5 or 6 lbs. Plus it took me all day to track down a box and pack it. Mine had nothing to do with sending this back for repair damage. Just commenting that it would be a major PIA if it did.
Jim
Chris Hughes
Member
- Joined
- Mar 15, 2008
- Messages
- 572
Thanks Guys,
I sent the tool out last Friday from the UPS store and I let them pack it. It cost me a little more but hey, I'm a carpenter not a packing technician. I would have used duct tape and that sucks to get off systainers... Anyhow, thats good to know that my equipment will be back so quickly. C Hughes
I sent the tool out last Friday from the UPS store and I let them pack it. It cost me a little more but hey, I'm a carpenter not a packing technician. I would have used duct tape and that sucks to get off systainers... Anyhow, thats good to know that my equipment will be back so quickly. C Hughes
