Festool’s customer service still sucks

[AlexThePalex]

It's a three year warranty. Without a receipt or registration of some type how do you prove the purchase date?

Normally they use the SN and check manufacturing date.

But what if a tool lays on the shelf of the dealer for years? Happens all the time. You still have a right to 3 years warranty from the date of purchase, even if the tool was manufactured 5 years earlier. Without a receipt, how would you proof that?

In fact, most tools are not sold the day they hit the dealer, but lay there for some time.

 

[threesixright]

It's a three year warranty. Without a receipt or registration of some type how do you prove the purchase date?

Normally they use the SN and check manufacturing date.

But what if a tool lays on the shelf of the dealer for years? Happens all the time. You still have a right to 3 years warranty from the date of purchase, even if the tool was manufactured 5 years earlier. Without a receipt, how would you proof that?

In fact, most tools are not sold the day they hit the dealer, but lay there for some time.

Without a receipt, you have bad luck. The only true way is registration or the receipt. If you have neither, it all depends who handles the claim then and if they have any mercy. We have seen here multiple case where tools where fixed outside warranty.

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[AlexThePalex]

Without a receipt, you have bad luck. The only true way is registration or the receipt. If you have neither, it all depends who handles the claim then and if they have any mercy. We have seen here multiple case where tools where fixed outside warranty.

Right! Better not leave it to luck, but fix your paper work, like with everything else in life.

 

[threesixright]

Without a receipt, you have bad luck. The only true way is registration or the receipt. If you have neither, it all depends who handles the claim then and if they have any mercy. We have seen here multiple case where tools where fixed outside warranty.

Right! Better not leave it to luck, but fix your paper work, like with everything else in life.

Yes. Unfortunately we are not all flawless like you. Thats real life....!

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[AlexThePalex]

Yes. Unfortunately we are not all flawless like you. Thats real life....!

Quite the over-exaggeration.

Keep it real please, putting your receipts in a safe place is NOT a hard thing to do. In fact, it is incredibly basic. Like tying your shoes.

 

[threesixright]

Yes. Unfortunately we are not all flawless like you. Thats real life....!

Quite the over-exaggeration.

Keep it real please, putting your receipts in a safe place is NOT a hard thing to do. In fact, it is incredibly basic. Like tying your shoes.

Whatever Alex.

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[jaguar36]

It's a three year warranty. Without a receipt or registration of some type how do you prove the purchase date?

If you don't have the receipt they should provide the warranty for 3 years from manufacture, easy.  If you have the receipt (or are willing to register your tools) then you get 3 years from purchase date.  Seems like a great solution to me.

 

[DeformedTree]

It's a three year warranty. Without a receipt or registration of some type how do you prove the purchase date?

If you don't have the receipt they should provide the warranty for 3 years from manufacture, easy.  If you have the receipt (or are willing to register your tools) then you get 3 years from purchase date.  Seems like a great solution to me.

There is no question of the manufacture date is within 3 years, but as others point out, the tool could be 3 years old before you even buy it.

A receipt should work just fine, it won't have the SN on it though.  For most folks, they don't own multiples of the same tool, so not a real issues.  For a case where someone does have say 4 of something, the simple answer is look to see if you have any receipts in that time frame, use that, even if it wasn't the one you bought say 2 years ago, but was one that was 4 years ago, festool isn't going to care. It's a small corner of warranty cases and could have just as easily been the brand new one.  If your new one breaks soon after the last one, they will know if someone is trying to "double dip" since they just processed a warranty for you.

 

[Cheese]

Not to send this thread in a different direction but I don't understand why it's so difficult to manage a few pieces of paper. You do it everyday when you put money in and take money out of your wallet.  [big grin]

When I purchase something on-line I'm sent a receipt, when I purchase something in-person I'm given a receipt.

The on-line receipt is put directly into the computer, the in-person receipt is scanned, added to a thumb drive and then it's also put into the computer.

 

[ChuckM]

Registration=Short-term pain (extra work online or by mail), Long-term gain (warranty until its expiry AND not at the mercy of whoever is serving me when I need help)

But if the item is not important or not high value, I don't bother. That means I may do only one registration or less a year (I am not a tool hoarder! [tongue]).

 

[MaineShop]

Guys all this talk about receipts and how that is a hard expectation for people to be expected to keep them. I would just point out many of their customers are carpentry businesses like mine and we are literally required by law to keep all reciepts for at least 6 years. That may just be a USA thing. Trust me when the irs calls for your audit saying to are too lazy or disorganized doesn't go over real big. The point of the registration is that if you do it you don't need the reciept, if you don't do it and want free work then you need to have it to verify purchase, I can't believe this thread is still going.

 

[threesixright]

Not to send this thread in a different direction but I don't understand why it's so difficult to manage a few pieces of paper.

Well. Already done by others that are unable to read.  I guess most only read the last comment and thats spins this out of control.

Im not gonna repeat whats all said, except the problem is  NOT the OP doesn’t have the receipt(s). Those that have interest In what truly is/was the problem (its actually solved now by my under) I would encourage to read this thread from the start.

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[xedos]

I've followed this from the beginning with amusement and bewilderment.  Have yet to comment but I just feel the need to ask a few questions and mention a few points.

Has the policy changed with receipts with regard to warranty ? 

I've been an owner since the Festo days when you used to get a green postcard to "register' your tool, and not once have I done so.  Nor, have I ever been asked to provide a "reciept" for warranty work.  And that includes two instances in which I had purchased a used or per-owned tool.  I've called in and instigated repairs online and never been asked for anything but a serial number.  Now, none of the tools that needed repair were that close to three years away from their build date sticker - so I suppose it was a no brainer it was under warranty as set forth in the terms of the policy.    Which brings me to:

Everyone who wants to claim warranty work has to meet the criteria set forth in the policy.


Doesn't matter if it's Festool or GE's power turbine division, you've got to follow the hoops they've spelled out no matter how bizzare, difficult or pointless you think they are or how much money you spent.

Festool's warranty goes with the tool regardless of whether it is with the orig. purchaser or not.

Has this changed ?  As I said above, I have had used tools repaired that I was not the original purchaser on.  No questions or issues. 

For any of you guys that bought an RAS recently - better register your ser. # or keep your receipt handy cause accd. to the build date - mine was out of warranty a year before I even took delivery of it from an authorized dealer.  [eek]

 

[Cheese]

For any of you guys that bought an RAS recently - better register your ser. # or keep your receipt handy cause accd. to the build date - mine was out of warranty a year before I even took delivery of it from an authorized dealer.  [eek]

I purchased my RAS new from Woodcraft on 7/2019. The manufacture date is 12/2015. So, if I hadn't kept my receipt and it needed service tomorrow, Festool would claim, and rightly so that it was 2 years out of warranty instead of actually having 2 years additional warranty left. Just register the tool and make your life easier.

 

[semenza]

Fine, forget the receipt. 

I still don't understand why it is so difficult to pick tool that the charger probably came with.  If Festool says "no it doesn't match that tool" (which I doubt , I don't think they are matched by SN) , then pick another one.  Seriously, this can't be that hard.  Just do it already!

If it is "literally brand new"  how many tools do you have to pick from. I suppose we don't know. Maybe the OP purchased 20 new impacts for his company.

Seth

 

[Cheese]

Fine, forget the receipt. 

I still don't understand why it is so difficult to pick tool that the charger probably came with.  If Festool says "no it doesn't match that tool" (which I doubt , I don't think they are matched by SN) , then pick another one.  Seriously, this can't be that hard.  Just do it already!

This is absolutely the best post I've seen in my 6 years as as a member or as my 5 years as a lurker. The statement...Fine, forget the receipt...just makes me howl.  [big grin]  [big grin]  [big grin]  This definitely makes my evening and will make me smile well into tomorrow.  [big grin]

To think how much time has been spent on a situation that is so simple to correct.  It rather reminds me of the Eagles tune "Wasted Time".

We're all born with a shovel...we can either dig ourselves into a hole or out of a hole...that all depends upon the operator of the shovel.

 

[CeeJay]

Agreed. Nearly as good as the great Boom Arm saga.....

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[DeformedTree]

We're all born with a shovel...we can either dig ourselves into a hole or out of a hole...that all depends upon the operator of the shovel.

Thanks for reminding me to send my mother's uterus a thank you card.

 

[semenza]

OK, so just for info purposes I checked my chargers for SN #s.  My TCL6s both are 2020 manufacture and they have different SN from each other and also different from the tools they came with. Since the charger numbers are different from each other  they could be matched to the tool.

I still just don't see this as an insurmountable problem.

Seth

 

[BCConstruction]

Just to clear things up here because it seems some are confused. I have all the receipts for the tools. I only contacted my dealer to see if they could figure out which charger went with which tool as I have purchased chargers that didn’t come with tools. The receipt is not the issue. The woman asking me for the receipt that come with that tool and charger combo is the issue. I really don’t know. But someone from another page I used to frequent emailed me and said use the online system as it won’t require that. I used it and it didn’t require me to a supply a receipt when I put the serial number in. It didn’t have a specific section for a charger so I had to input the details as a tool. They gave me my shipping label. It hit shipped today so who knows what will happen from now but it shouldn’t be this much hassle to get a charger replaced. It’s a damn charger not a $700+ tool. Sone know my issues with Festool on here and some don’t but I have a lot of their tools and it’s been some of the worst reliability and service I have ever known from a tool company. They literally suck. I have as many Makita tools that have had 1/10 the failures and they get abused compared to the Festool and Makita gave me a new drill which might I ne room was bought in the US shipped to the UK then taken to the US and then exchanged in the US. They went above and beyond with no receipt as the serial number told them everything they needed to know. At the time there was not even warranty in that tool when shipped from the US.

But anyway I will update in next few days.