Kapex dying.

[ghostofhoward]

I already know I'm going to get jumped on, but for those of you thinking about buying the Kapex here is my experience.I bought a kapex in March 2012,its a wonderfully accurate and lightweight machine.The lasers are incredible and the bevel adjust knob is too.Sadly the components used on some of the saw parts are cheap.Twice in 4 months my kapex began sparking,smoking and grinding.The armature and motor fields burned out and needed replacing.No problem,its under warranty.Both times my saw was repaired and back to my house within 7 days.The problem is thats still two weeks in 4 months that I am without my most important tool.Cant do trim carpentry without a miter saw.If you boast about quality the produce quality,not average stuff with lots of bells and whistles.Secondly the last time I got it back a part was broken on the back of the bevel lever, making the bevel adjustment impossible.I call and talk to the guy who states it was damaged it shipping,they don't do work like that in the shop.So they get the part sent out,a week later it arrives without the part that was actually broken. I call back in to get the correct part  and they complain about me not checking with them if it was under warranty part at the beginning of the call (they were going to charge me for the $1-2 part.I'm thinking "If that was too much hassle imagine my hassle waiting on my saw yet again". Additionally the do not answer emails or give you a tracking number so you know when the saw is due back.  Not to say that their customer service is bad or the product is bad,I just say both are over rated.After (going on) three weeks without a saw I think so.Pile on fellas......

 

[promhandicam]

It isn't just in the colonies that Festool service is rather lacking. I too recently sent my kapex in for a non warranty repair - one of the lasers wouldn't stay in alignment. Saw was collected on a Friday so when it got to Wednesday around 3pm and I hadn't heard anything I rang to find out what was happening. Customer service inform me that it has been repaired - so why didn't they bother to contact me to tell me and get my card details  : Pay the invoice over the phone and am told that the saw will be sent back to me the following day, oh and no we can't tell you when that will be. So I stay home and wait for Fed Ex. Get a call around 3pm from Festool Service - we have your saw here - where do you want it sent? What do you mean where do I want it sent! I'd been sitting patiently waiting for it to be delivered and Customer Service obviously hadn't bothered to pass on the details to the service department.  I think they got the message that I wasn't happy having wasted a day due to their incompetence and the saw was sent out for a guaranteed 9am delivery, actually arriving at 8:35 on the Friday. To cap it all when the saw was delivered the driver didn't have any paperwork for the return of the shipping crate, so I had to phone customer service again - same dozy woman who I'd spoken to the previous week - to get them to organise with Fed Ex to come and pick their box up on the Tuesday.

Service Department 10/10
Customer Service 1/10

 

[skids]

Eeeek...I am in the market for a new saw..Took delivery of a Bosch 4310, had a cracked handle, and alot of things I didn't like. Namely seriously recoil with a good quality (heavier) blade put on it. I hate recoil, especially this much..Has me in the market for a saw with soft start and better quality and something that will take full advantage of my Midi.

Anyway, hearing this has me feeling a little dubious. For $1350 I don't want hassles.

 

[Birdhunter]

Just got back from shooting in Scotland. One of my best friends had a beautiful matched pair of shotguns. Each costing in the $80,000 range.

Both malfunctioned and became inop within the first two days of shooting.

Lesson.....Any complex piece of machinery can and will fail.

 

[peter halle]

Howard,

I am not jumping on you.  You should let the powers to be at Festool know about your experiences.  Sometimes that can be a more effective tool than posting here.  Festool is not perfect and if there are issues I am sure that they would want to know so that they can investigate and act accordingly.

Peter

 

[ghostofhoward]

understood,one of my concerns is that after the first year is up I will be responsible for shipping to Festool.If the motor burns up every 4-6 months its going to get expensive.I feel like I should at least get my first year of free shipping extended another year since this is obviously a problem they are having trouble fixing (I know others have been having motor burnout of late).In truth I should have a new saw traded for the one I have now.Its going to be at least four weeks out of service in less than 5 months.I make about $1000 a week so do the math on lost productivity.Maybe more focus on customers and less focus on promoting their tools by giving freebies to those who will promote them in videos would be a start.

 

[Administrator_JSVN]

No product or company is perfect. Both are comprised of parts that can fail. I'd like to apologies for your bad experiences on behalf of Festool and my colleagues.

Within minutes of your post, it was brought to the attention of the appropriate people within the company.

I think Peter's suggestion is a valid one. Rather than, or at least in addition to, posting here, I wish you would have considered communicating your concerns and dissatisfaction to us. I emailed our service department manager and asked if he knew anything about your saw. He responded that he had spoken to you today and you didn't seem to take the opportunity to talk to him about your experience. You told him that you had received an incorrect item, he helped you identify the correct product, and then forwarded you to our sales department to get it ordered.

Additionally, I think it's pretty well known here on the forum that I get stuff done and take good care of our customers. If you ever have an issue in the future, please feel free to contact me personally.

For what it's worth, I also emailed Christian, our CEO, to bring this to his attention first.

Being on the inside, so-to-speak, I can tell you that there is a strong focus on customer service. I'd like to think that my efforts here on the forum helping our customers, and even customers that live in other countries at times, is evidence of that commitment to service. Even so, I'm probably guilty of having a bad day from time to time and not giving exceptional customer service or dropping the ball.

What I can say is that I work for a fair and decent company. Much more fair and decent than the vast majority of companies out there. I take personal pride in working for this type of company. I would be rather surprised if, in the unlikely event, you have another problem with the motor, we don't do what it takes to take care of you. The terms of our warranty are the "rules", but there can be exceptions to those "rules".

If, at this point, you'd like write me an email to share internally with the departments involved, or call me 765-894-2172, please do so.

Shane

 

[Peter Durand]

Your reply is why I think that spending the $$ on Festool products is worth while.

Cheers,

 

[ghostofhoward]

Shane thank you,I appreciate your answer and you bringing this to their attention. I will make a note of your info for future needs.If I had received a reply to my contact form submission earlier noting my concerns I would have been satisfied,I just wanted the assurance that I would be taken care of in the event that this continues to happen with the saw.  

 

[skids]

Honestly...I read this thread and then went out and bought the Kapex I was on the fence about.

Any company willing to commit to the customer like this is worth the premium pricing. I love Festool and the hardworking folks dedicated to keeping the name at the top.

 

[Rickfisher]

I am glad all of this was posted.  Nothing wrong with posting bad experiences and no reason to keep them secret.  So long as its honest, constructive and everyone has a chance to respond. 
Its impossible to not have problems in business, but its always possible to deal with those problems with integrity. 

 

[Arthur]

I love working with Festool tools a great amount.  If my Kapex dies after 3 years I will go out and buy another one.  These tools save me time and provide me with more confidence than I thought imaginable.  The angle finder with the Kapex has probably saved me more time on complicated cuts than I can describe.  I have read many posts here on FOG and the great majority of people are satisfied with the customer service.  I feel confident that you guys have the ball.    Keep it up