Is it possible to buy a NEW Festool?

[mdavis]

A while back, I used to get all my tools from Bob Marino. Never had any issues. Loved it.

Then...

1. A few years ago, I purchased some items from Tool-Nut, what they sent to me were scuffed, clearly either demoed or used. I started a thread on here about it w/photos. I returned the items.

2. A few months ago, I inquired about favorite dealers - and heard Chip @ Tool Nirvana. I had some correspondence with them about the possibility of getting my items DROP SHIPPED, but he couldn't accommodate.

3. I had heard great things about Hartville Hardware, so I thought I'd give them a try. Today, I received a shipment of a TXS set from Harville Hardware, purchased via Amazon.com - new. I had previously called them to inquire about getting my items drop shipped, but they could not offer that...they (some guy on the floor in the store that I talked to via phone) told me that they only sold used on eBay and to rest assured that everything else is "new"...Sadly, I received the following (see photos). They (Lisa) claim it came like this directly from Festool.











I can see the value is allowing people to demo new tools, but it seems many retailers sell those as "new".

It has become seemingly impossible to get a product from Festool that has never been handled.

I don't want to get into medical issues here, but there are immunocompromised people in the world who cannot have used items that have been demo'ed and sold as "new".

Can someone help me with either:
1. Drop shipment of tools
2. Guaranteed NEW, never demo'ed, never opened tools?

I'd be happy to buy many thousands of dollars in tools - to buy in bulk if necessary - for the honor and privilege of getting something that is actually, really, NEW.

Appreciate the help,
-mark

 

[rmhinden]

I have purchased a variety of Festool tools from a variety of online sources (e.g., Hartville, Tool Nirvana, Amazon, etc.) and have had no problems. Everything was new.

My only suggestion is to return it and try again. Or find a local dealer where you can examine it yourself. Good luck.

Bob

 

[peter halle]

Dealers don't like to drop ship Festool Products because of their Dealer Agreement with Festool. I have heard some of what the consequences were but whereas things may have changed and that stuff is supposed to be confidential I won't offer it here. But that very well be why you have gotten the answers you have. It used to be fairly commonly reported that people thought they were getting demoed or used tools, but it turned out to be the effects of moving around inside the systainers during transport. Bob Marino went to inserting bubble wrap into the systainers to prevent shifting because of this. Festool has the 30 day return policy and if you are unhappy you should take advantage of it, whether it is shipping damage / scuffs or otherwise.

I am just passing on information gleaned here over the years.

Peter

 

[onocoffee]

This is the second report recently of dusty issues on new tools shipped to the buyer.

I like to buy my Festool in-person directly from dealers. That way I can go and see the tools and get to know the people at the shop. That said, Hartville and many of the others are known to be reputable so you should be able to return them (though when it comes to return shipping to a dealer, I don't know how that will be handled).

It doesn't say in your listing where you are located but if you're within driving distance of Baltimore, the Woodcraft here is a great dealer. They keep a lot of Festool in-stock and ready to go. Evidently, this is not necessarily common practice with many dealers ready to order the items for you, but if you wanted it Now, Woodcraft Baltimore always seems to have at least one in stock. They've told me of buyers driving in from Pittsburgh because they needed it and weren't able to wait.

 

[mdavis]

Thanks for all the responses!! I suspect this is a common practice when there is so much "demoing" of the tools - IMO, tools that have been demo'ed should not be sold as new...unless you are the person who demo'ed it.

I'm in Portland, Oregon -our Woodcraft moved out.

The chuck wasn't even in the expected position in the systainer and there were wood particles both inside and outside of the systainer...I can't know for sure what happened, but it appears that it is more than scuffs from shipment.

Why can't Festool seal the systainers in some way, like almost every other product that is sold? That would eliminate the uncertainty if it is done correctly.

If there are any dealers on this site who are willing to guarantee new, never opened stuff, let me know.

-mark

 

[luvmytoolz]

Why can't Festool seal the systainers in some way, like almost every other product that is sold? That would eliminate the uncertainty if it is done correctly.

I would love this myself, but have it so the contents are sealed so you can open the lid to check it's complete.

In Oz some sellers have this really annoying habit of registering the tools on your behalf which I hate, so they open the systainers and take the warranty cards out.

The last drill/impact set I bought I told them not to register it (which they went and did anyway which was a real problem) as I would, but when I checked the case the warranty cards were missing! Luckily they found them.

 

[mdavis]

I have purchased a variety of Festool tools from a variety of online sources (e.g., Hartville, Tool Nirvana, Amazon, etc.) and have had no problems. Everything was new.

My only suggestion is to return it and try again. Or find a local dealer where you can examine it yourself. Good luck.

Bob

Initiated a return with Hartville Hardware - talked today with Lisa who wanted me to send her all the photos - I guess they didn't believe me . Just so people are aware - by default, Amazon.com does not give you a paid return label when purchasing from Hartville Hardware....first time I have seen that on Amazon in the (literally) thousands of orders I have made with them....and maybe a dozen returns? I don't know if the web interface at Hartville is the same way or not, but I had to call them to get them to send me a return label - but still no pickup. Not the best customer service I have had, but it could also be worse.

-mark

 

[mdavis]

I would love this myself, but have it so the contents are sealed so you can open the lid to check it's complete.

In Oz some sellers have this really annoying habit of registering the tools on your behalf which I hate, so they open the systainers and take the warranty cards out.

The last drill/impact set I bought I told them not to register it (which they went and did anyway which was a real problem) as I would, but when I checked the case the warranty cards were missing! Luckily they found them.

That is terrible. These are very simple policies to fix - let people register themselves and seal the products. I can only imagine that the only reason a company would NOT want to seal the product is so people can demo them and still sell them as new.

 

[mdavis]

This is the second report recently of dusty issues on new tools shipped to the buyer.

I like to buy my Festool in-person directly from dealers. That way I can go and see the tools and get to know the people at the shop. That said, Hartville and many of the others are known to be reputable so you should be able to return them (though when it comes to return shipping to a dealer, I don't know how that will be handled).

It doesn't say in your listing where you are located but if you're within driving distance of Baltimore, the Woodcraft here is a great dealer. They keep a lot of Festool in-stock and ready to go. Evidently, this is not necessarily common practice with many dealers ready to order the items for you, but if you wanted it Now, Woodcraft Baltimore always seems to have at least one in stock. They've told me of buyers driving in from Pittsburgh because they needed it and weren't able to wait.

Thanks for the heads up - can you link to the other report, so I can avoid that retailer as well? Thank you. -mark

 

[mdavis]

I have purchased a variety of Festool tools from a variety of online sources (e.g., Hartville, Tool Nirvana, Amazon, etc.) and have had no problems. Everything was new.

My only suggestion is to return it and try again. Or find a local dealer where you can examine it yourself. Good luck.

Bob

Maybe it is happening more often, but people just don't care? Do you inspect the tools you receive?

 

[nclemmons]

I am wondering if this might just be the tools rattling in the Systainers, perhaps with some dust that got in the Systainers? I have noticed my tools have similar wear on them that I can wipe off with a little WD40 on a paper towel...

 

[peter halle]

Well, Amazon sure as heck doesn't demo, and the others you've mentioned have displays and demo units. Not sealing the systainers may have something to do with the way they are shipped all clipped together on pallets with clear pallet wrap surrounding the entire pallet.

Peter

 

[rmhinden]

Maybe it is happening more often, but people just don't care? Do you inspect the tools you receive?

Yes, I would have noticed if it had been used.

 

[mdavis]

Well, Amazon sure as heck doesn't demo, and the others you've mentioned have displays and demo units. Not sealing the systainers may have something to do with the way they are shipped all clipped together on pallets with clear pallet wrap surrounding the entire pallet.

Peter

Not following - why would plastic wrap surrounding groups of systainers prevent Festool from sealing an individual systainer?

For example, they could have a special tape that breaks when opened. Or, put the systrainers in cardboard boxes that have a breakable seal when opened with pull tabs (Ubiquiti network products do this and box design with great expertise).

Thanks, -mark

 

[luvmytoolz]

Not following - why would plastic wrap surrounding groups of systainers prevent Festool from sealing an individual systainer?

For example, they could have a special tape that breaks when opened. Or, put the systrainers in cardboard boxes that have a breakable seal when opened with pull tabs (Ubiquiti network products do this and box design with great expertise).

Thanks, -mark

No seller would be keen on this simply because when people claim something was missing after the fact the seller has no way of knowing if the item is genuinely missing or the customer is taking advantage of them.

And unfortunately the latter is all too common now.

Providing a rip-off seal or sealing the contents so the systainer can be inspected by the seller and customer to be sure everything is there would be the only way to go I reckon.

 

[peter halle]

Not following - why would plastic wrap surrounding groups of systainers prevent Festool from sealing an individual systainer?

For example, they could have a special tape that breaks when opened. Or, put the systrainers in cardboard boxes that have a breakable seal when opened with pull tabs (Ubiquiti network products do this and box design with great expertise).

Thanks, -mark

Festool is fairly green and they wouldn't use that much cardboard. Cardboard would also increase the size of the systainers which would over time increase their shipping costs.

Peter

 

[djcook50]

I recently (in September) purchased a CSC SYS 50 kit and CT26 from Woodcraft online. All came well packaged, Festool boxes in Woodcraft shipping boxes, and in new condition. They delivered quickly. All good.

 

[onocoffee]

I would love this myself, but have it so the contents are sealed so you can open the lid to check it's complete.

In Oz some sellers have this really annoying habit of registering the tools on your behalf which I hate, so they open the systainers and take the warranty cards out.

The last drill/impact set I bought I told them not to register it (which they went and did anyway which was a real problem) as I would, but when I checked the case the warranty cards were missing! Luckily they found them.

Why do they need to take the warranty cards out?

I ask because here in the US we have the website and app and I now just scan the QR code on the manufacturers plate and the app does the rest (I do have to upload a pic of the receipt).

That would irritate me as well.

 

[onocoffee]

Thanks for the heads up - can you link to the other report, so I can avoid that retailer as well? Thank you. -mark

I can't recall at the moment which thread it was, but I believe it was also an issue with an Amazon order via Hartville Hardware. IIRC, the OP was also having difficulty getting them to authorize the shipment back. I don't understand why an Amazon order for Festool from Hartville would change how Amazon handles returns.

In the times when I have looked at Festool stuff on Amazon, it says that the tool is being sold by Festool. Is it actually Hartville Hardware in lieu of Festool USA on Amazon?

More reasons why I do prefer to do my Festool purchasing in-person. But you mentioned Portland? Aren't there a few Festool dealers in your city? I think I remember there being a Rockler too?

 

[luvmytoolz]

Why do they need to take the warranty cards out?

I ask because here in the US we have the website and app and I now just scan the QR code on the manufacturers plate and the app does the rest (I do have to upload a pic of the receipt).

That would irritate me as well.

They take them out as they're so used to registering the tool themselves. Trouble when they do that is it doesn't show up in your tool list under your own account.

I've always been in the habit of opening up the items at the counter during purchase to ensure it's complete and not a used one as has happened.

Bought a lipping planer a while back and it came with a bunch of sawdust in it and scratches, when I complained they said they only had the demo model which they sold me as a new model!

So now if I'm buying from a remote store, I have to ask if it's new in the box or has been used! Extremely annoying.