I Fixed Boom Sag

[yucholian]

I fixed the boom sag.  Here are some pictures of new part. http://www.yucholian.com/woodwk/festoolboom.htm
I would like to thank Festool for not retuning my calls or being helpful on the phone.  Had they, I still would be waiting for the "replacement" part instead of fixing it myself and moving on.    Well, moving on AFTER posting this thread.  ;D ;D ;D

 

[Corwin]

Nice job!  Don't you want some UHMW washers... or, are you off UHMW?

 

[yucholian]

I personally don't see the need for a washer.  The swivel doesn't rotate that much.  I might have to if it gets bad.

 

[Corwin]

So, when did you say he was coming for that lathe?  ;D

Should have made several.  Again, great job.  Brings back memories of my younger days removing metal.

 

[Jesse Cloud]

You should make more and sell them in the classified section. ;D

 

[MarkV]

I just noticed the sag a few nights ago.  I've had the boom arm for less than a month.  Does Festool just ship an identical replacement part ?  If so, to be sag free on a regular basis, I'm going to need a whole lot of em.

 

[yucholian]

Good question.  Today, I attended the annual woodworking show in Seattle (Puyallup actually).  The Festool Rep had the boom set up and it had the aluminum piece!  I asked where that part came from, he said "from the box", I asked again and he said "from Germany".  After some explaining, he said all booms being shipped now come with the aluminum part.  I said I just bought one and didn't.  He says I should call Festool.  I told him that I had called and was told they don't exist.  The rep called and talked to Festool on the phone while I waited, long story short, he learned from Festool that the aluminum part doesn't exist for customers.  There were 12 prototypes made for the reps across the country but none for customers.  He also said he will be removing that part and putting in the white plastic one back so customers are not confused.

If you call and get a replacement part, you WILL get the exact same plastic one which will sag again. 

What I REALLY want to know is that if Festool felt the need to have aluminum ones made and give them to their sales reps to use, how can they (Mark in Tech Support) claim that they have never heard of this problem????  ???

 

[Bob Marino]

Good question.  Today, I attended the annual woodworking show in Seattle (Puyallup actually).  The Festool Rep had the boom set up and it had the aluminum piece!  I asked where that part came from, he said "from the box", I asked again and he said "from Germany".  After some explaining, he said all booms being shipped now come with the aluminum part.  I said I just bought one and didn't.  He says I should call Festool.  I told him that I had called and was told they don't exist.  The rep called and talked to Festool on the phone while I waited, long story short, he learned from Festool that the aluminum part doesn't exist for customers.  There were 12 prototypes made for the reps across the country but none for customers.  He also said he will be removing that part and putting in the white plastic one back so customers are not confused.

If you call and get a replacement part, you WILL get the exact same plastic one which will sag again. 

What I REALLY want to know is that if Festool felt the need to have aluminum ones made and give them to their sales reps to use, how can they (Mark in Tech Support) claim that they have never heard of this problem????   ???

Festool will have a new replacement part available this month to fix that problem.

Bob

 

[kgregc]

Bob,

When/how will we be able to get the "fix"? Can you get it for those who purchased through you or do we have to go to Festool directly?

Thanks,

Greg

 

[Bob Marino]

Bob,

When/how will we be able to get the "fix"? Can you get it for those who purchased through you or do we have to go to Festool directly?

Thanks,

Greg

Greg,

I will ask and let you know.

Bob

 

[Bob Marino]

Bob,

When/how will we be able to get the "fix"? Can you get it for those who purchased through you or do we have to go to Festool directly?

Thanks,

Greg

  Greg,

When Festool gets that part they will notify all dealers and place that info on their web-site. Not all customers have that problem, so they are not sending that part to all customers who bought the boom arm. Customeres who do have that issue, can call Festool directly for the replacement.

Bob

 

[Tim Sproul]

Not all customers have that problem, so they are not sending that part to all customers who bought the boom arm.

Bob,

This seems very unFestool.  If I understand this correctly, Festool has no plans to permanently swap out the plastic for the aluminum?

Even a 1% failure is WAY TOO MUCH for a Festool.  That's the kinda attitude I'd expect of Ryobi.  If I purchase a cheap tool, I kinda expect that I'm going to run into a melon or things that just don't work well on a cheap tool.  When I purchase a Festool, I do not expect to run into a melon and I sure better not run into a problem that Festool knows exists and can be easily rectified in the original tool.  Swapping that part out is no problem.  Maybe the cost of the aluminum is higher (although with oil prices sky rocketing, plastic material prices are also on a steep slope up) but that has never been the issue with Festool.

Anyone from Festool corporate reading this!!???

Tim

 

[greg mann]

I may be writing out of school but I don't think I read anywhere that Festool is charging for the replacement piece. If they do, then you probably have a valid complaint. The fact that there has been a weakness show-up just proves they are human. Let's let this play out and see how they handle it.

 

[Tim Sproul]

The fact that there has been a weakness show-up just proves they are human.

Greg,

I'm assuming your reply was to mine.  My problem is not that there is a problem or if they are charging for the replacement part or not.  I agree that unforseen things happen.  My problem is that based on what Bob Marino stated, it seems that Festool has no intention of permanently addressing this weakness in the boom arm.  That is the part that seems very unFestool to me.  The part that seems to be more of a, "We know there is a potential problem but just get the product and then let us know if you run into the problem."  The fix doesn't require an overhaul of the boom arm.  It simply requires replacing the plastic part with an aluminum one.

If the TS saws had their dust ports detaching in 1% of the saws....and say 1% of Rotex sanders started having bearing problems after a year of use....and the wheels on CT22 vacs fell off in 0.5% of units sold after 6 months or the cord on the Domino didn't fit well on 1 in 20 units.....is that Festool?  That isn't the Festool I bought into.  I don't see why having a noticeable failure rate in the boom arm is acceptable, especially considering that the fix is relatively easy.  Replace that part on all Boom arms.  Perhaps they don't have to send out replacement parts to all previous purchasers but they should redo the manufacturing line to replace that part in all new boom arms.

Tim

 

[Bob Marino]

The fact that there has been a weakness show-up just proves they are human.

Greg,

I'm assuming your reply was to mine.  My problem is not that there is a problem or if they are charging for the replacement part or not.  I agree that unforseen things happen.  My problem is that based on what Bob Marino stated, it seems that Festool has no intention of permanently addressing this weakness in the boom arm.  That is the part that seems very unFestool to me.  The part that seems to be more of a, "We know there is a potential problem but just get the product and then let us know if you run into the problem."  The fix doesn't require an overhaul of the boom arm.  It simply requires replacing the plastic part with an aluminum one.

If the TS saws had their dust ports detaching in 1% of the saws....and say 1% of Rotex sanders started having bearing problems after a year of use....and the wheels on CT22 vacs fell off in 0.5% of units sold after 6 months or the cord on the Domino didn't fit well on 1 in 20 units.....is that Festool?  That isn't the Festool I bought into.  I don't see why having a noticeable failure rate in the boom arm is acceptable, especially considering that the fix is relatively easy.  Replace that part on all Boom arms.  Perhaps they don't have to send out replacement parts to all previous purchasers but they should redo the manufacturing line to replace that part in all new boom arms.

Tim

  Tim,

Of course all boom arms that are manufactured once the new part is available will have the aluminum part. That is a permanent fix. Festool just won't send a new part automaticallly to all existing boom arm owners, since not all of them have the problem. Festool will send an aluminum part to everybody free of charge who has a problem with his boom arm.

Bob

 

[Tim Sproul]

Now that sounds like Festool.

 

[T. Michael]

Back when I was at HP, if we made a design goof with a very low failure rate, that's what we would do.  It's called "warranty always".

However, if we made an error that a large number of people would  or could encounter , we tried to contact them all and swap the units.  On the old HP 35, our ealiest handheld scientific calculator, we made an error in firmware that seemed to be singular. After taking the log of 2.0, when you asked for the anti-log, you got 2.02.  Couldn't find any other #s that behaved that way. 
That's when Bill Hewlett (his name is on the company) 'explained' quality to us.  We in manufacturing jokingly offered to print the right answer in the manual.  He didn't think that was funny and said to recall and fix them all.  We eventually got about 25% back.  Turned out to be good PR for the company and a lesson I've never forgotten.

Mike

 

[Pete Pedisich]

 [/quote]
Tim,

Of course all boom arms that are manufactured once the new part is available will have the aluminum part. That is a permanent fix. Festool just won't send a new part automaticallly to all existing boom arm owners, since not all of them have the problem. Festool will send an aluminum part to everybody free of charge who has a problem with his boom arm.

Bob

[/quote]

Bob, this is great news as mine has sagged quite a bit, the boom arm has been one of my most satisfying Festool purchases - I can't believe I was stepping on the hose before it!
-Pete

 

[yucholian]

Bob, I'm glad to hear that this problem will be addressed for everyone that experiences and/or wishes.

Secondly, I must say that you have been very helpful even though I did not buy the item from you.  This, in addition to your "regular" contributions, mean a lot of me.  You will get my future business for sure.  Perhaps Festool should hire you to train them on customer service and communication skills.      Thanks.

edited to correct grammar.....

 

[Tim Sproul]

Of course all boom arms that are manufactured once the new part is available will have the aluminum part. That is a permanent fix.

Bob,

Is it possible to have the replacement aluminum part shipped with the boom or do you have to receive the boom first and then ask for the replacement part?