Festool Service - None Better

[BCLoco]

Agreed. After discussions with a couple other members, this seems to be the only reasonable course of action at this point. The TS75 simply needs larger guide rails when cutting 4'x8' sheet goods than the two that TS55 owners are likely to have, which are the 1400mm and 2700mm units. The consensus is that though you can use the TS75 with the shorter tracks, it requires careful placement of the track lengthwise, careful plunging, and you might still be just a hair shy of runway at the end of the cut. As elimelech12 stated, kinda takes the "Faster. Easier. Smarter." right out of the tool.

The official line from Festool is only the saw gets recalled. You send them your Systainer with the contents complete, they send you the TS75 Systainer. So, you'd be stuck with two tracks that are a little too short.

Festool said I should contact the dealer and see if they'll refund the track. I'll hear back from the dealer tomorrow AM. Not that it matters. I know what I'm going to do.

Just can't say it on here, or a mysterious fellow will pop out and edit my post. Hi Shane!  [smile]

[ Edited to remove the quote from a deleted post - Shane ] Hello.

 

[festnoob]

Just can't say it on here, or a mysterious fellow will pop out and edit my post. Hi Shane!  [smile]

[ Edited to remove the quote from a deleted post - Shane ] Hello.

Ha...that's funny... [thumbs up]

 

[nanook]

I'm not so sure the service is 'great' - despite being told they were reimbursing Midi bags twice by Festool reps (and incl receipt) - I just received my box of bags back yesterday, well over a month later. No note, nothing. WTF Festool?!

 

[Administrator_JSVN]

I'm not so sure the service is 'great' - despite being told they were reimbursing Midi bags twice by Festool reps (and incl receipt) - I just received my box of bags back yesterday, well over a month later. No note, nothing.  Festool?!

Can you send me an email or PM and let me know where you sent the bags? My apologies for the difficulties. Just a note, I leave tomorrow morning for Germany, but I will take care of this as quickly as possible with that in mind if I don't hear from you before tomorrow morning.

Edit: Also, the tracking number, if available.

Shane

 

[penaddict]

I have no doubt that if you call Festool, you will get great service but if you go to FestoolUsa.com, click on Contact and Contact Festool and fill out an inquiry, you may not get any response.
Mike

 

[Administrator_JSVN]

I have no doubt that if you call Festool, you will get great service but if you go to FestoolUsa.com, click on Contact and Contact Festool and fill out an inquiry, you may not get any response.

Mike, I see you contacted us through the website on 9/9. Did you not receive a timely response? If not, I'll address this with the service department manager.

Shane

 

[penaddict]

Hi Shane,
No, I did not get any response at all.  I just went to my junk and spam email box to check too.  It's no big deal, I went out and bought two 5mm just in case it's my technique that caused the tip of the cutter to chip off.
Mike

 

[Administrator_JSVN]

Hi Shane,
No, I did not get any response at all.  I just went to my junk and spam email box to check too.  It's no big deal, I went out and bought two 5mm just in case it's my technique that caused the tip of the cutter to chip off.
Mike

Mike, I just got forwarded a response to you from the day after you sent your message, 9/10 at 7:04am. Not sure why you didn't receive it.

 

[festnoob]

I'm not so sure the service is 'great' - despite being told they were reimbursing Midi bags twice by Festool reps (and incl receipt) - I just received my box of bags back yesterday, well over a month later. No note, nothing.  Festool?!

Can you send me an email or PM and let me know where you sent the bags? My apologies for the difficulties. Just a note, I leave tomorrow morning for Germany, but I will take care of this as quickly as possible with that in mind if I don't hear from you before tomorrow morning.

Edit: Also, the tracking number, if available.

Shane

Thought you were taking vacation, sounds like work! Checking out future products are we?  ???

 

[Administrator_JSVN]

Thought you were taking vacation, sounds like work! Checking out future products are we?  ???

Vacation, ha, funny! I guess you've not been around the forum long enough. They don't let me take vacation.  [tongue]

No, it's a work-related trip to our headquarters in Germany. I may be able to squeeze in a little fun too. The last time I was there the Porsche museum was under construction. I'd like to visit that since the Mercedes Benz museum was incredible. Plus, I hear it's Oktoberfest.  [big grin]

 

[penaddict]

Thank you very much Shane for clear up everything with the email you sent to me along with the original email from Steve Huckleberry that was sent to me on 9/10/13, one day (actually 8 hours) after I sent my inquiry.  Please accept my sincere apology on this matter because my email problem.  I am not sure why I did not get that email from Steve.  You guys rock and maybe that's why I am falling deeper and deeper to this slope (I did not think that it's worse than hand planes).
Mike

 

[itchy]

Hi all, I'm pretty new here but i've been reading all the interesting posts for a while. I felt I should share that I too have recently experienced excellent customer service from Festool's Steve Huckleberry.

 

[mrboult]

Well, I have a question for the regular Festool users out there, but let me explain the situation to you first. Bought my first Festool product 2 months ago, TS55 REQ, and a 2700mm track to go with it. I'd been considering it for a long time, and an upcoming kitchen project made me pull the trigger. I've used the setup for some doors, and it made short, easy work of cutting them to length and width. Beautiful. Then I get a notice from Lee Valley telling me that there's a recall and I should stop using the saw immediately and contact Festool directly. OK. So, Festool gives me three options:

1) Send the saw in and wait for it to get repaired, but they don't have an official fix yet, so no time line on getting the saw back.
2) Full refund for the saw, just send the kit back.
3) Free upgrade to the TS75, immediate replacement.

Option 3 sounds great! Except.... the 2700mm track I purchased at the same time as the saw, for a whopping $333 +tax, is not long enough to accommodate the TS75 when ripping an 8' sheet. Really? Really. This is Festool telling me this, I have yet to find out how true it is.
The nice fellow who informed me of this problem suggested I connect the 1400mm track to the 2700mm one when ripping sheets. Thanks, but no. Can you imagine the PITA it would be connecting for rips and disconnecting for crosscuts on every sheet you wanted to cut up?

So here's the question: What would you guys do?

I haven't pressed them on it yet, I politely told them I'd look into it and get back to them. They did, however, indicate that the 2700mm track would not be a refundable item. What am I supposed to do? Return the saw and sell the track at a loss? Upgrade to the TS75 and spend another $375 +tax on a 3000mm track? What kind of engineering made a track that won't work for both saws to cut the single most common rip cut in the world?

Maybe I'm way off base, and like I said, I haven’t made a stink about it yet. Maybe they will sort it out if I scream loud enough, but I don't like doing that. Either way, this is turning the super-proud moment of owning my first Festool into a bad experience.

Any advice or insight is greatly appreciated.  

Did you say you had the 1400 Rail as well as the 2700 Rail?  

If so. . (Assuming you get/got the TS75) . . I would simply Cut 300mm off the 1400 Rail, and connect it to the 2700 Rail.

Now you have a 3000 Rail for Long cuts and a very handy 1100 Rail for small cuts.  

Probably a more convenient setup than what you have now?

 

[BCLoco]

I've heard of cutting the tracks for special applications before. Just thinking about it makes me a little nauseous...... [crying].

It wouldn't solve the problem of crosscutting the sheets, though. 1100mm is far too short for a crosscut, and 3000mm is way too long. The idea with the two track lengths is to easily go from ripping a sheet to crosscutting it without any messing about. Lee Valley was not interested in exchanging or refunding the 2700mm track, so I'm keeping the lengths I have. Not going for the TS75, though. Bigger than I need, doesn't have all the functionality of the TS55, doesn't work well with the lengths of track I have, and the blades are 40% more expensive. No thanks, Festool.