Kapex Fence Problem Resolved/ Miter Scale Rubbing: Unresolved

[adrtree]

Well I posted earlier about the fence on my Kapex being shaped improperly and being out on one side around 1mm. Took the saw back to the dealer and according to them there have been a few saws come off the line with the same problem. So I would assume it was a temporary tooling issue at the factory.

Good news is they replaced the fence and it is straight. First time the saw has ever cut well.

Bad news is that I also complained about the miter scale rubbing badly on one side since the first day I owned it.

Festool sent the saw back without repairing or replacing the miter scale claiming it would not be a warranty issue and that it is slightly bent.

I take it as Festool indirectly claiming that I may have bent it. Things happen sometimes and I'm certainly not above damaging things but in this case the saw was like that from the day I opened the box. Had I have bent it I would buy a new scale and never ask for it to be replaced. I realize there are many people in the world who are not honest about things like this.
Not the kind of service I would expect for a 2k+ miter saw. The saw is a few months old now.

Hopefully; I have relearned an old lesson here. If something you buy is wrong: take it back immediately; don't keep using it out of  your need to get the job done. My mistake.
Just as a matter of  principle I doubt I will ever purchase a Festool product again.

 

[ajones]

Hi I would have a go at phoning festool direct and giving them another chance to make you happy

And yes you are right I have said the same many times if its not right send it back.

I hope festool resolve the issues you have with the saw.

 

[Kev]

I'm very surprised they sent it back to you without at the very least contacting you to discuss the issue. That's poor form.

Excellent customer service creates a ripple of good, positive endorsements in this age of online collaboration and social media - only very small minds think otherwise.

The fact is that it's cheaper for them just to fix it when they've got it, rather than wear the cost of another follow up customer service call - let alone the positives v's the negatives in terms of social chatter.

The Internet isn't going away - companies can't behave like each incident is an isolated case any more.

 

[Alan m]

where have you the saw. the us or norway. how old is it.
bring it back to the dealer and aask for a new unit. you are within your rights to do so.
dont let this one incedent spoil you festool journey

 

[adrtree]

Oh and sorry I forgot to clarify in the post I am in Arendal, Norway so my issue was not with Festool US. I posted a few times before stating my location but forgot it on this one.