Festool service question

[guthrie_m@earthlink.net]

I called Festool USA and talked to someone about how to warranty out for the plate that seem to be bent That i got with my LR32 system.  So i sent it in and then was called after it arrived and was told it wasn’t covered with the warranty and would be sent back to me.  When i got it back it was in parts/partial un assembled and when i looked at the parts they looked banged up and scratched.  I hope this isn’t what i should expect if i have to warranty any of my other festool products. What is the recommended action to fix my bent plate on my LR32 system? I bought it less than three months ago from woodcraft. 

 

[TwelvebyTwenty]

It is the policy of most power tools manufacturers to not reassemble a faulty part that is not covered under warranty and/or the customer does not want to pay for the out of warranty repair.

My assumption is that given it is only three months old they diagnosed user error/mistreatment and hence not honouring the warranty. With regard to the scratches - without seeing before and after photographs it's impossible for anyone to pass judgement on whether the tool has been abused by Festool service. It is however reasonable to expect a very small degree of cosmetic damage when disassembling a tool - I suspect these would have been resolved through reconditioning - should you have gone ahead with paying for the repair.

 

[guthrie_m@earthlink.net]

I did take pictures.  I was told that accessories such as LR32 aren’t covered and Wasn't given a choice to pay to repair it.  What should i do now?

 

[TwelvebyTwenty]

I did take pictures.  I was told that accessories such as LR32 aren’t covered and Wasn't given a choice to pay to repair it.  What should i do now?

Ah I see. I wasn't sure that the LR32 system was considered an accessory. I guess it makes sense as it's not a standalone tool, but at the same time it's not like it's a $30 sander backing pad...

As for what to do. If it is critical you have the system buy a new one, if it's not save your cash.

Out of interest how did it get bent?

 

[guthrie_m@earthlink.net]

I think it came from the factory bent. 

 

[RJNeal]

Since it was new and you thought it was bent new, I probably would have visited woodcraft first.
Rick.

 

[guthrie_m@earthlink.net]

I asked them but they said it was on festool to repair.  Ill try them again.