Festool Service is Exceptional - If there is a problem, they will make it Right!

[gtin723]

Just got my Kapex back from Service as I posted previously I was having an issue with the paint chipping off the base, as blue painters tape pulled some of the paint off.  I was out of warranty technically but they agreed to repair the problem.  I was concerned that maybe they might just repair it with a rattle can of silver paint, but they replaced the entire base assembly with a brand new one and the machining on the new castings is amazing. 

Some people on the FOG have been complaining that these rough casing marks along the base should be finished off, like the rest of the saw.  Apparently Festool got the message, because the entire casting edge of my new base is smooth as glass, beautifully machines and finished, as it should be on a tool of the Kapex quality and price, thank you Festool for listening.

Listening to your customers is the sign of a great company.

Thank You

 

[Runhard]

Now that looks nice!

 

[bobfog]

Ooooh this might open a can of worms.

I remember reading some older threads on the FOG about Kapex and Festool saying it was perfectly normal to have those casting marks and it wasn't a weakness, etc, just cosmetic and not considered a warranty claimable fault.

They've obviously fixed the issue now, so I wonder how the people who were basically told to pipe down and not be so picky will feel now that Festool obviously did think it was a problem but brushed the complaints about existing tools under the carpet.  [eek]

 

[Ptk16]

It doesn't really say anything more than that they listen to their customers. It's not agreeing there's an issue, it's agreeing that customers think there's an issue so they resolved it.

That being said, I see no reason why tools of this cost can't be machined beautifully. The base of my domino has casting nubs as well. Doesn't affect performance at all but seems like a silly corner to cut.

 

[peter halle]

Successful companies will always evaluate input from customers and then weigh the input in their processes.  Some input will be implemented and some will not.  That is just the way it is.

Peter