Festool will not cover repair of jigsaw at 1year into a 3 year warrenty

[bail]

Festool should cover this. I consider hitting a screw in a counter "normal use". I own thousands of dollars worth of Festool products.
If this is not covered by warranty I won't be buying thousands more.

 

[chrisrosenb]

It seems to me that there is a lot more to the story on how the saw broke.

 

[roblg3]

I can say that Festool and it's Moderators should be commended.  The OP broke rules when posting the original comment.  Instead of trying to hide a complaint and BY THE RULES of the FOG could easily have removed the posters comments altogether, a level headed moderator simply removed the unauthorized content and allowed the poster to vent.  I definitely abused my C-15 and broke it.  I was greeted kindly when I called and my tool was fixed free of charge with incredible speed.  I hope that the OP is being truthful about his saw and that when it gets sent in and the repair department has an opportunity to evaluate the damage the issue is resolved in a fair and efficient manner.  In my experience that is what will happen if the process is followed.

 

[yworkcb]

    I hit a screw with my Carvex did major damage ,called it in ,sent it off the next day with trepidation ,was pleasantly surprised when Festool repair called back and said it was covered ,they also called and told me when a part was unavailable causing a short delay .My takeaways were 1: Let the repair people look at it and make the informed decision . 2:Festool's jig saw blades are far more indestructible than what I have used previously .

 

[duburban]

I can say that Festool and it's Moderators should be commended.  The OP broke rules when posting the original comment.  Instead of trying to hide a complaint and BY THE RULES of the FOG could easily have removed the posters comments altogether, a level headed moderator simply removed the unauthorized content and allowed the poster to vent.  I definitely abused my C-15 and broke it.  I was greeted kindly when I called and my tool was fixed free of charge with incredible speed.  I hope that the OP is being truthful about his saw and that when it gets sent in and the repair department has an opportunity to evaluate the damage the issue is resolved in a fair and efficient manner.  In my experience that is what will happen if the process is followed.

Telling others of your situation is breaking the rules? Hazard of company run forums…

 

[Brent Shively]

I have contacted the OP via PM and have talked with our service department.  I will let everyone know the outcome once all the information has been gathered.

 

[SittingElf]

I have contacted the OP via PM and have talked with our service department.  I will let everyone know the outcome once all the information has been gathered.

I KNEW that Festool would eventually get on this thread and start a process...just as Shane used to!  It's why I buy Festool!

Cheers,
Frank

 

[andy5405]

I would be more than a little peeved if I was a mod on here and someone compared the style of moderation to the Taliban. That would be if I was a paid employee, if I was a volunteer I might think about using words like incensed or even stronger.

Festool USA are renowned for delivering some of the best customer service any of us know. Churchill said something about trying to please all of the people......

 

[roblg3]

"Telling others of your situation is breaking the rules? Hazard of company run forums…"
you sir did not read well
It is against the forum rules to list people by name( which is what he did) and instead of simply removing the post, time was taken to edit ONLY THE INFRACTION and leave the rest of the complaint where it was quite visible to anyone who wished to see it.  I wonder...is there a bosch forum, or dewalt, hitachi, porter cable..... there may be, but i probably won't spend too much time there because most those tools that I own have been replaced by Festool.  I wonder if those Company Forums would be more or less HAZARDOUS?? 

 

[orm8426]

"Telling others of your situation is breaking the rules? Hazard of company run forums…"
you sir did not read well
It is against the forum rules to list people by name( which is what he did) and instead of simply removing the post, time was taken to edit ONLY THE INFRACTION and leave the rest of the complaint where it was quite visible to anyone who wished to see it.  I wonder...is there a bosch forum, or dewalt, hitachi, porter cable..... there may be, but i probably won't spend too much time there because most those tools that I own have been replaced by Festool.  I wonder if those Company Forums would be more or less HAZARDOUS??

Where is this rule against naming people who dealt with you who are employed by Festool?  Would the same rule apply if one wanted to praise an employee's customer service skills instead of (in this case) demonstrate their lack thereof?

 

[Paul G]

It is against the forum rules to list people by name( which is what he did)...

It is? I looked through the rules and am not seeing that, please tell me where it is... http://festoolownersgroup.com/forum-rules-guidelines-suggestions/fog-member-guidelines/

But incidentally they still say Shane is the admin, something that needs an update.

As for the OPs broken tool, if it went down as described and it were me, I'd be pretty upset.

 

[AlexThePalex]

It is against the forum rules to list people by name( which is what he did)...

It is? I looked through the rules and am not seeing that, please tell me where it is... http://festoolownersgroup.com/forum-rules-guidelines-suggestions/fog-member-guidelines/

This part:

"Private Messages (PM)
Please keep private messages private.  The PM system is designed to allow members to communicate to one another out of the sight of other members.  You should never publish private communications in a forum post without the prior permission of the original sender. For the purposes of site administration, please be aware that moderators may occasionally share PM content."

Though originaly stated solely with the PM system in mind it has over time become to be interpreted as any form of private communication not meant for publication. And rightfully so.

 

[Kevin McConville]

While there may or may not be rules about names that are written or implied being broken, there does seem to be one clear and explicit rule that's being broken here;

"Keep posts on topic.
No irrelevant or off-topic posts will be allowed. Posts which are not relevant to the thread or forum topic may be moved or removed at the discretion of the FOG moderators without prior notice."

Not sure how the rules of a forum are relevant to the topic of warranty / damage to a jigsaw. So maybe instead of debating whether others have violated the rules we should just let the proper people deal with it. Which they seem to have begun to once they got in to work this morning.

 

[AlexThePalex]

Not sure how the rules of a forum are relevant to the topic of warranty / damage to a jigsaw. So maybe instead of debating whether others have violated the rules we should just let the proper people deal with it.

That would be neat. [wink]

 

[semenza]

I can say that Festool and it's Moderators should be commended.  The OP broke rules when posting the original comment.  Instead of trying to hide a complaint and BY THE RULES of the FOG could easily have removed the posters comments altogether, a level headed moderator simply removed the unauthorized content and allowed the poster to vent.  I definitely abused my C-15 and broke it.  I was greeted kindly when I called and my tool was fixed free of charge with incredible speed.  I hope that the OP is being truthful about his saw and that when it gets sent in and the repair department has an opportunity to evaluate the damage the issue is resolved in a fair and efficient manner.  In my experience that is what will happen if the process is followed.

Telling others of your situation is breaking the rules? Hazard of company run forums…

  Not sure where that idea came from.  You are allowed to post about a situation, even if it is critical of Festool. As others have said, it was the removal of the non-forum participating employees name.

    Lets not have this debate continue. There is too much unfounded conjecture happening.

  Seth

 

[Phil Beckley]

It is against forum rules to name Festool employees who aren't allowed to participate in the forums and respond to complaints or criticism. This has been mentioned by Shane at least a few times when posts have been edited to remove them. EDIT - those actual words were typed by Peter Parfitt, but in-line with what the rules about private communication state.

It may or may not be in any stated set of forum interaction rules, but I've seen it mentioned several times by those who are in charge.

Hi
I have on occasions asked for an employees name to be removed from posts. This is because they do not have access to the forum and many do want 'publicity' which i am sure you can understand. 
rg
Phil

 

[tjbnwi]

Who here would expect their vehicle to be repaired under warranty if you hit something, be it an hour or year old?  Neither the jigsaw or vehicles are designed to hit things.

I've had one tool repaired under warranty. All the rest I knew (as most who read my posts know) I damaged out side the bounds of" recommended" use. Looked in the e-Cat order the parts I needed, fixed it myself.

What baffles me most about the original post is how did you jamb the blade into the screw?  I choose a blade where the length fully retracted is greater and than the material thickness. Worst that could of happened set up like this is lost a few teeth on the blade.

Tom

 

[orm8426]

Who here would expect their vehicle to be repaired under warranty if you hit something, be it an hour or year old?  Neither the jigsaw or vehicles are designed to hit things.

I've had one tool repaired under warranty. All the rest I knew (as most who read my posts know) I damaged out side the bounds of" recommended" use. Looked in the e-Cat order the parts I needed, fixed it myself.

What baffles me most about the original post is how did you jamb the blade into the screw?  I choose a blade where the length fully retracted is greater and than the material thickness. Worst that could of happened set up like this is lost a few teeth on the blade.

Tom

I think the OP's predicament is more like running over a pot-hole in the road and rather than just getting a chunk taken out of your tyre (sorry "tire" if you will insist on cannibalising our language [wink] [big grin]) your entire suspension and drive shafts snapping.

 

[jacko9]

Interesting topic and I too find it unreasonable to expect paid repairs for a tool that "may have" been used incorrectly.  I'm looking forward to see what the actually facts are in this case and how the issue is resolved.  If Festool were to feel pressured into fixing a tool every time it was broken irregardless of the circumstances, eventually we will all be paying the price for costlier tools in the future.

 

[WarnerConstCo.]

Interesting topic and I too find it unreasonable to expect paid repairs for a tool that "may have" been used incorrectly.  I'm looking forward to see what the actually facts are in this case and how the issue is resolved.  If Festool were to feel pressured into fixing a tool every time it was broken irregardless of the circumstances, eventually we will all be paying the price for costlier tools in the future.

I find this to be the reason for price increases.  Eventually all the freebie's will have to get paid for somehow and that somehow is the rest of the people buying the tools.

I think a line should have been drawn years ago.