Interesting Conversation with Festool Today

[MarkRoderick]

I’m an amateur woodworker and home handyman, and I’ve been thinking about the Festool Kapex as an upgrade. I can afford it, but I’ve been a little concerned about all the stories about motor burnout. So I called Festool today and asked about it.

Well.

Accordingly to Festool there’s absolutely nothing wrong with the Kapex. I asked whether they’re aware of all the stories about burned out motors online - including on this site - and the manager said “We don’t pay attention to blabbering on the internet.”  I was taken aback and asked “So you don’t care about feedback from your customers?” And he said “That’s just for the marketing folks.”

So there you have it. Thats what a Festool manager thinks about Festool customers.

He certainly answered my question! There’s no way I’m buying that saw.

 

[DynaGlide]

[dead horse] [dead horse] [dead horse]

Here we go again  [cool] [popcorn]

 

[Birdhunter]

interesting tale.

 

[JFelchlin]

I’m with you, Mark.
I can easily afford the Kapex... And I’d love to have one...
But, I’m not getting near one.

Ignoring or denying a problem - Doesn’t mean it isn’t real.

Old business saying:
“Ignore your customers... They’ll go away.”

 

[Invincible42]

I’ll get the popcorn

 

[Jiggy Joiner]

I’ve spoken with quite a few Festool employees of varying rank, and when asking the mythical question, the replies have been varied to say the least.
Some flatly deny an issue and pull that puzzled face. On the other and, some have looked around to make sure nobody is listening but, not knowing who I am either, and given frank and honest answers.

I went on to buy a Kapex 120 (latest model) and I really like it, possibly love it even.
Life really is too short to worry whether a mitre saw, albeit  an expensive one will fail prematurely.

You could swerve buying a Kapex because of fear of it failing, and a few days later your boiler might take a dive, the boiler that you’ve never worried about?

I would love total honesty from Festool but, whilst I’m waiting, life moves on and I need to earn money.

 

[pixelated]

Did you expect him to say "Sure, 1 out of every xxx or xx or x we sell comes in under warranty for a fried motor"?

For pretty much any company, marketing and sales determine what can be said to whom by whom for about pretty much anything. Violating that puts your participation in the salary continuation program in jeopardy.

Various reviews place the Kapex at the top of the heap for accuracy, but that comes at a price. If you need what it offers, and you can afford it, buy it. As a home shop woodworker, you have a very good chance at not ending up in the bad area of the failure curve within 3 years. Buy it with a CC that automatically extends the Manufacturers warranty and you have whatever additional time. If you get unlucky, keep in mind that no products have 0 failures.
Plenty of people have Kapex's that have run through hundred's of feet of wood with no problem.

 

[rljatl]

Does Festool have a "President of North America?"  If not they need one and if yes, they need a new one.

 

[Bob Marino]

To the OP, I  get how off-putting that response is, but were you sure it was from a "manager" - again no excuse even it was not a manager, but in all my years being associated with Festool as well as speaking with their various staff members as well as managers, I have never heard anyone speak like that.

Festool does listen - but they do not discuss - for better or worse, these "issues/problems in public, frustrating though it may be with end customers.

 

[semenza]

I’m an amateur woodworker and home handyman, and I’ve been thinking about the Festool Kapex as an upgrade. I can afford it, but I’ve been a little concerned about all the stories about motor burnout. So I called Festool today and asked about it.

Well.

Accordingly to Festool there’s absolutely nothing wrong with the Kapex. I asked whether they’re aware of all the stories about burned out motors online - including on this site - and the manager said “We don’t pay attention to blabbering on the internet.”  I was taken aback and asked “So you don’t care about feedback from your customers?” And he said “That’s just for the marketing folks.”

So there you have it. That’s what a Festool manager thinks about Festool customers.

He certainly answered my question! There’s no way I’m buying that saw.

  Hi,

      Your experience is unfortunate to say the least.

        Perhaps  [member=57769]TylerC[/member]  would want to read this, and maybe some other people at Festool.  (My bold)

Seth

 

[TylerC]

      Your experience is unfortunate to say the least.

        Perhaps  [member=57769]TylerC[/member]  would want to read this, and maybe some other people at Festool.  (My bold)

Seth

I agree that this is an unfortunate experience. We DO pay attention to "blabbering on the internet", and our senior management is aware of this thread. [member=70781]MarkRoderick[/member]: Thank you for bringing this conversation to our attention.

 

[jeh]

No one (other than Festool) has any idea how the Kapex compares to other tools in terms of premature failure. It only gets the most attention since it is the highest-priced. Even if it was the case that the Kapex had design issues leading to premature failure they would never discuss it with anyone not working for the company.

 

[Jiggy Joiner]

I’ve found that many employees will discuss it, even though some deny an issue, or some acknowledge that the issue has happened due to user error. You do, as I have personally experienced, when talking one too one with some, get total honesty and clarity, well at least in their opinion, and they accept and agree that there is the potential problem with the saws.
I doubt very much that they’d give the same response within earshot of a colleague or superior but, I personally respect their honesty, even if I cannot prove or use what they’ve said.

I think now, Festool will carry on publicly denying there is an issue or potential for an issue with that model of 120, or blame user error until all of them have run out of warranty, and are confident that the latests saws, or older saws repaired with the later parts will prove to be more durable. Or at least as durable as a customer would expect a saw of such a price to last.

My own saw the REB (latest model) has been in constant use both in a workshop and on site. It gets used in many ways, from trimming too cutting roof trusses and joists.

No babying of the saw but, it gets treated with care and respect, always cleaned properly before being put away, or if in the workshop cleaned before packing up for the day.
I expect this saw to ride out it’s warranty period, and hopefully many years after. I don’t ever think or worry it may fail. If it does, I’ll deal with it accordingly.

It’s clear to me, after speaking to lots of owners, reading, and taking part in threads here regarding the Kapex 120, that Festool are not likely to change their stance regarding the saw, so a potential customer must come to their own conclusions when considering purchase.
Bearing in mind, there is now a supposed newer and improved model of the saw now in circulation.
From what I’ve read and heard, and been told, these saws have upgraded parts that are said to eliminate, failures or potential failures that some of the previous model suffered.
This makes sense to me, as even if Festool continue to deny any issue, surely they wouldn’t introduce a new model with the same inherent fault as a previous model?
Especially taking all the controversy into account.

As with many things in life, you pays your money........................................

 

[Slowlearner]

Did you expect him to say "Sure, 1 out of every xxx or xx or x we sell comes in under warranty for a fried motor"?

For pretty much any company, marketing and sales determine what can be said to whom by whom for about pretty much anything. Violating that puts your participation in the salary continuation program in jeopardy.

Various reviews place the Kapex at the top of the heap for accuracy, but that comes at a price. If you need what it offers, and you can afford it, buy it. As a home shop woodworker, you have a very good chance at not ending up in the bad area of the failure curve within 3 years. Buy it with a CC that automatically extends the Manufacturers warranty and you have whatever additional time. If you get unlucky, keep in mind that no products have 0 failures.
Plenty of people have Kapex's that have run through hundred's of feet of wood with no problem.

Check w cc first as the 2 i checked do not cover power tools even for home use..

 

[MarkRoderick]

I appreciate all the responses. I actually spoke with two people at Festool, first the guy who answered the phone and then his manager, and they both said exactly the same thing (only the manager used the word “blabbering”), so I had the sense that this is the prepared corporate response to questions about the Kapex and its motor. Both seemed annoyed that anyone would ask, to tell you the truth. It’s a strange situation. They have such a terrific reputation with all their other tools. But anyway, thanks.

 

[Sparktrician]

I appreciate all the responses. I actually spoke with two people at Festool, first the guy who answered the phone and then his manager, and they both said exactly the same thing (only the manager used the word “blabbering”), so I had the sense that this is the prepared corporate response to questions about the Kapex and its motor. Both seemed annoyed that anyone would ask, to tell you the truth. It’s a strange situation. They have such a terrific reputation with all their other tools. But anyway, thanks.

If you have the names of the two people you mentioned, you might send a PM to [member=57769]TylerC[/member] for internal follow-up.  If I, for one, heard of any of my employees, management or not, publicly disparaging the users of the products that my company made/provided, there would be a very serious seance in the immediate future of those employees.  [mad]

 

[sancho57]

I highly doubt a customer service rep would say " they dont listen to blabbering on the internet"

No trained Customer service rep would say something like that.

I know for a fact that festool does pay attention to what is being said here and by whom.

Good example, I was at Festool connect, I met Sedge though I never met him, talked to him even seen him in person before he knew me by my handle here.

Ive called festool service and axed some pretty dumb questions and never, repeat never got that sort of response.

When I mean dumb questions Im talking some thing like, I need the thing for the kapex that does that retracting of the thing.....

 

[PeterJJames13]

Well.....I've now heard ONE side of the story..... And you know what they say about one sided stories....

 

[Bob D.]

“We don’t pay attention to blabbering on the internet.”

Isn't that what this thread starter is?

Worthless blabbering not worthy of a response.

 

[MarkRoderick]

Do some people think I’m lying? Why would I do that? I WANTED to buy the Kapex. I hoped to hear “We fixed that issue last year,” or “The motor burns out if you use a long extension cord,” or some other rational explanation that would allow me to buy the tool. Nope.

The customer service manager really said “We don’t listen to blabbering on the internet.” Direct quote. Maybe they record their conversations? I called yesterday morning, if anyone at Festool wants to check.