How to contact Festool to find out status of Kapex repair (dealer unhelpful)

[Holzhacker]

No way, a $1300 chopsaw has to go in for repairs. It must be a fluke. Overpriced, overhyped, overrated. I love my Festools, but I love bashing the Kapex just as much.  [dead horse] Let's see has my Bosch or "I want to take your hand off" Hitachi ever been in for service? No.
Seriously though, your repair situation is BS. It should not take so long without communication. Makes getting things done rough. Hope you get it back sooner rather than later. Good luck.

 

[joraft]

Someone from my dealer finally called this afternoon to tell me they found my saw (two hours after I told them that UPS tracking showed that they had it.)

Found it? How many Kapexs could they possibly have coming back from repair at any given time?

This was touched on in another thread, but SOME dealers treat Festool sales like a sideline, hopefully they all get weeded out over time.

I've run into a few here in California (and yes, some of them up in the Bay Area), I'll go there only once, and then drive right on by on my way to one of the many good ones.  [wink]

 

[erikfsn]

Thanks for all of your posts.

I appreciate your post Shane. I didn't know I could return tools for service direct to Festool, and I will do that in the future. It appears my dealer absorbed the cost of sending it to you and I want to acknowledge them here for that. I have had good dealings with Truitt and White in the past, and they are in most ways a worthwhile business to support. They just really dropped the ball on this one. I made a few cuts today and my saw seems to be in fine working order.

And thanks for your post too Bob. I appreciate you taking the time to write what you did. Darcy, I wish I was that close to a repair facility, it take UPS ground a little while to make the trip from California and back again. Ward, I got a beautiful new box back with my saw and it's already got a home in my basement!
Festoolfootstool, I'm not sure where my saw spent the time, I think it probably sat around Truitt and White for a little while before it shipped, given Festool's turn-around-time, but UPS might also have been at fault (normal transit time wouldn't account for this delay), however it's just conjecture now without looking into it and I'd rather make some sawdust.

thanks all
Erik

 

[Administrator_JSVN]

If you don't mind, what took so long for the repair in this particular case, and was there any corrective action taken so that it doesn't happen to me/others during future repairs?

Based on our records, we received Erik's Kapex back on Friday, June 25th and it was shipped out the next business day which was Monday, June 28th using UPS 3-Day delivery.  I should have been clear in my previous post that our typical 24-hour turnaround was business days.

To ensure the most expeditious repair service, please contact our Service Department at 800-554-8741.  Festool is responsible for shipping costs for repair service during the first year of warranty and return shipping costs during the second and third years.  It's helpful if you complete and include the Repair Order Form which can be downloaded from our website using the link below.  The Festool catalog and our website both outline this procedure as the preferred and best method for handling service and repair issues.

http://www.festoolusa.com/support/repairs-and-returns.html

I think any time you reduce the number of parties involved, the less complicated the process.  Therefore, we prefer to work directly with the customer to offer the best possible service and repair experience.

 

[ajones]

If you don't mind, what took so long for the repair in this particular case, and was there any corrective action taken so that it doesn't happen to me/others during future repairs?

Based on our records, we received Erik's Kapex back on Friday, June 25th and it was shipped out the next business day which was Monday, June 28th using UPS 3-Day delivery.  I should have been clear in my previous post that our typical 24-hour turnaround was business days.

To ensure the most expeditious repair service, please contact our Service Department at 800-554-8741 begin_of_the_skype_highlighting              800-554-8741      end_of_the_skype_highlighting.  Festool is responsible for shipping costs for repair service during the first year of warranty and return shipping costs during the second and third years.  It's helpful if you complete and include the Repair Order Form which can be downloaded from our website using the link below.  The Festool catalog and our website both outline this procedure as the preferred and best method for handling service and repair issues.

http://www.festoolusa.com/support/repairs-and-returns.html

I think any time you reduce the number of parties involved, the less complicated the process.  Therefore, we prefer to work directly with the customer to offer the best possible service and repair experience.

Shane that turn around time is very impressive, one that many company's would find impossible to emulate,I hope should the need arise that I get the same level of service here in the UK.

 

[jonny round boy]

Shane that turn around time is very impressive, one that many company's would find impossible to emulate,I hope should the need arise that I get the same level of service here in the UK.

I've twice had reason to send my Festools for repair/service - the first time they were turned around in 24 hours; the second time the repair was again completed in 24 hours, but I asked them to delay sending it back out as; a) I knew I wouldn't be there to accept it back, and; b) I didn't want my Kapex sitting in a courier's warehouse over a bank holiday weekend. They were happy to oblige.

I know some people have had issues with UK service on repairs, but I am not one of them!

[thumbs up]

 

[erikfsn]

So I bring my saw to my dealer on the 7th and Festool receives it on the 25th.  [eek]
Thanks for the info Shane. I will certainly mail direct next time.