Important Product Safety Recall Notice - TS 55 REQ

[Administrator_JSVN]

What is the current turn around time? Thanks.

Per our FAQs, the repair should be completed within 6-7 business days. We have a desire to under-promise and over-deliver. As I've stated on the forum many times, our service department as a goal of turning around repairs in under 48 hours from the time the tool is received. We average about a 98%+ realization of that goal every month and that commitment has not changed.

As stated already, there is currently no back log of REQ repairs at this time.

 

[peter halle]

The questions about whether or not saws in other countries are effected brings back to mind the same sort of thing that happened with the Kapex at first introduction here in NA.  Other countries didn't have the concentration of issues like the US had did they?  Wasn't that traced back to a part from a new supplier that was introduced in that rub although within tolerances was toward the thicker side of the tolerances?  Of course not being involved in the manufacturing process it must be amazing to see how the product runs are determined especially with tools being made for different markets and all the different labeling for the 22 different countries.

Peter

 

[BUTTER]

Please see the communication below regarding the status of tools that have been returned for repair and our ability to repair any saws not yet received.

We are pleased to report that the Consumer Product Safety Commission, in conjunction with Health Canada, has approved a corrective action plan for the TS 55 REQ, allowing us to proceed with the correction, and to get tools back in customer hands.

Tools that have already been received and repaired will begin shipping on Wednesday, October 2, departing our warehouse in the order in which they were received. If you haven’t received your tool within 7-10 days, please feel free to contact Festool Service at 1-800-554-8741. Shipments to Canada, Alaska and Hawaii may take longer.

Tools received from October 1, forward will be processed and returned to customers, also in the order in which they were received.

If you are the owner of a Festool TS 55 REQ, and have not yet returned your tool to Festool, please discontinue its use immediately and proceed to our website at http://www.festoolusa.com/recall or call our TS hotline at (855) 784-9727 to view your options and arranged the return of your saw.

On behalf of the entire Festool staff, we thank you for your patience during this process and apologize for any inconvenience this may have caused.

Sincerely,

Michael Williams
Vice President of Marketing
Festool USA

I gotta say, I really appreciate that you guys (Festool) are handling things as you are.  I know that this is a costly issue for Festool in North America, and it means alot that you are all so dedicated to resolving the issue as quickly (and generously) as possible.

 

[Julian Tracy]

Now that the repairs have commenced, are the three options still available to owners of the ts55r?

Ive had mine sitting in a systainer waiting to figure out which route to take.  Still have my ts55 so there's been no rush personally to figure it out.

Jt

 

[Administrator_JSVN]

Yes, as stated on our website and the CPSC website, all three options are still valid and will continue to be as long as the recall is in effect.

 

[jstad]

Read through the FAQ and this thread. Any word on when dealers will have the TS 55 REQ back in stock? Not looking for anything exact. Even if its "news on that in a day or two" I'm happy with.

 

[Administrator_JSVN]

Read through the FAQ and this thread. Any word on when dealers will have the TS 55 REQ back in stock? Not looking for anything exact. Even if its "news on that in a day or two" I'm happy with.

Thought it had been asked, but no problem to answer again. There will be an announcement made to dealers on Monday with that information. The short answer is that they will be available again soon.

 

[David Gibson]

Read through the FAQ and this thread. Any word on when dealers will have the TS 55 REQ back in stock? Not looking for anything exact. Even if its "news on that in a day or two" I'm happy with.

Thought it had been asked, but no problem to answer again. There will be an announcement made to dealers on Monday with that information. The short answer is that they will be available again soon.

All I can say is cudo's  Festool . this was handled in a way that has garnered my respect for your company . I was affected by this recall and opted for the exchange . As soon as the 55 becomes available I plan to purchase it again. 

DWG

 

[festnoob]

I have to say that I am extremely impressed by the outcome of this. Especially that, to my knowledge, there were no injuries due to the proactive actions of Festool. I must tip my hat especially after complaining and moaning after being inconvenienced by this unfortunate event. Many, especially myself, gave you guys a hard time. That was a true test of patience and character and believe when I say that you guys came out ahead. Festool gave me a TS75 in exchange and TOOLTOWN, being the awesome dealers that they are, traded my 1400 rail for a 1900 for the difference of the 2. So after tippin' my hat, hats off to Festool and their dealers, specifically, from my end, TOOLTOWN.

Now Shane, if only you can get that "other thing (via PM)" to happen!!!   [wink] [thumbs up]

 

[TOOLTOWN]

I have to say that I am extremely impressed by the outcome of this. Especially that, to my knowledge, there were no injuries due to the proactive actions of Festool. I must tip my hat especially after complaining and moaning after being inconvenienced by this unfortunate event. Many, especially myself, gave you guys a hard time. That was a true test of patience and character and believe when I say that you guys came out ahead. Festool gave me a TS75 in exchange and TOOLTOWN, being the awesome dealers that they are, traded my 1400 rail for a 1900 for the difference of the 2. So after tippin' my hat, hats off to Festool and their dealers, specifically, from my end, TOOLTOWN.

Now Shane, if only you can get that "other thing (via PM)" to happen!!!   [wink] [thumbs up]

Agreed, Festool did an amazing job of reconciling the problems with the TS-55REQ.  This jsut shows that they do care about the customers, and not just about the bottom line to them.

Also, We are more than happy to help all our customers, and all Festool users in any way we possibly can.

Ken

 

[rstenevik]

I sent my saw in last Wednesday, and got it back today-1 week with shipping both ways-WOW, what service!
Festool's VP of Marketing even called me direct and I also recieved email from two others.

If you haven't yet, select the return and repair route, they will have UPS send you a shipping label and you get your saw back very quickly and don't pay shipping.

I am very satisfied with this and the company!

 

[peter halle]

Personally I am glad to see happy posters!  Now that the official program is in place Festool's Service Department and all of Festool can go back to taking care of the business in hand and working towards making customers into believers in this difficult and unusual situation.

Peter

 

[SittingElf]

The biggest problem I have with the TS55 REQ is.... that I don't have one! [eek]

And... now that I'm going back overseas for seven weeks, I won't be able to GET one until I return to Florida just after Thanksgiving. [mad]

Nonetheless, I am excited that the saw will be back in the inventory by then, and I'm really looking forward to adding it to my ever growing Festool collection! [big grin]
(Just wish there was an option to get it with the 32mm holes track instead of having to buy that track separately.)

Cheers to Festool USA and Canada for the expeditious resolution! [thumbs up]

Frank

 

[tbellemare]

The biggest problem I have with the TS55 REQ is.... that I don't have one!

But you and several others, thanks to you, have some darn nice clamps...

(Just wish there was an option to get it with the 32mm holes track instead of having to buy that track separately.)

I do that commonly.

Tom

 

[NYC Tiny Shop]

I am happy that this is finally coming to a conclusion.  I really loved my TS55 REQ! What a joy to use!

 

[festnoob]

Personally I am glad to see happy posters!  Now that the official program is in place Festool's Service Department and all of Festool can go back to taking care of the business in hand and working towards making customers into believers in this difficult and unusual situation.

Peter

I was a believer, then with the recall I became a doubter, but with the outcome at hand, I'm ol' faithful. My co-workers are tired of my festool shirts. It's this type of customer service that keeps people from going to "other" brands.

 

[mouppe]

I was just wondering how long one should expect to wait between receiving the email confirming the recall claim and receiving the return shipping call tag. I'm not in any hurry but is it days or weeks?

 

[LZ]

In my case it was less than an hour. I called Festool and received an email with UPS shipping tag same day.
Very Festool "fast".
Hope that helps.

 

[mouppe]

Ok thanks, I'll see if it comes by Monday. If not I'll call them again. I received the first email on Tuesday.

 

[Jeff R]

Ok thanks, I'll see if it comes by Monday. If not I'll call them again. I received the first email on Tuesday.

I think you should call or e-mail Festool.  I filled out the return request Tuesday evening and got the email with the shipping label Wednesday morning.