Kapex Nightmare

[Buckaroo]

"Having trouble with your Festool power tool? Well, we're here to help you. Before posting to the forum, give us a chance to diagnose and resolve your issue. In the U.S. and Canada, call us toll-free at 800-554-8741 on Monday-Friday between 8a-5p EST or contact us via email at service@festoolusa.com. For other countries, please visit http://www.festool.com for contact information for your local Festool service department."

I heeded the above suggestion (more than once) and got nowhere.  I had the first Kapex out the door of the Japanese Tool Store in Alameda CA.  I immediately was impressed by the tool's accuracy and functionality.  It, unlike all the other Festool machines I have, seemed in part a little flimsy.  The blade guard failed first and the adjacent laser guide function is now a meaningless blur.  The guard would not retract, so  used the universal cure and wedged it up out if the way.  After paying $1300 for the thing, this seemed unacceptable.  Long story short, I have spoken several times to people at the above number but cannot get any real action out of them.  They are very reassuring, but then I do not receive the promised shipping info, etc.  For such a costly tool, I should not have to send it to Germany to get it repaired and go without an essential piece of the operation for who knows how long.  Why no local repair service provider?  Send me a loaner?
The dual laser is accurate and handy, when I can see the lines!  I have tried cleaning the cheap plastic lens to no avail.  The lens unit is not mounted firmly and that may be some of the problem.

I am busy and this kind of service is extremely off-putting.  For that kind of money, they should be hustling to make things right.  That new Bosch Glide is looking mighty good at $800 believe it or not!

 

[WarnerConstCo.]

Hmmm, must not be the same number I call, or you could have come across like a jack hole.

Sounds like you got something hung up in there.  The laser cover is an accessory to me, gets replaced yearly if not more.

I have knocked my guard off before, got talked through how to put it back on over the phone.

Take it to your dealer, let them do their part.

 

[Holzhacker]

I'm more than happy to bash a company that has sold me a defective product and isn't making it right. On this one though I'm not sure I'm buying this post. Doesn't sound like Festool to me. Could be but I don't know, would seem very odd for Lebanon to act like that, doesn't fit experience. Try emailing Shane H on this site, he can probably get you the right answers.

 

[Administrator_JSVN]

I read the post and was reluctant to reply without getting the facts from my colleagues in the service department. Based on your previous posts, it looks like you first reported problems back in July.

Service work in the U.S. is done in our facilities just outside of Indianapolis, IN, not in Germany. The service department gets very regular accolades by members of this forum. I can attest to the fact that we have very dedicated people in our service department who go out of their way to make customers happy. However, if in fact you have not been provided shipping information, I will personally assist you in any way I can. Simply email me at sho@festoolusa.com and I'll be sure to get you whatever information you need.

I am very sorry that you're having trouble with your Kapex, but fortunately it is under warranty. There are some requirements for warranty service. First, the tools are serviced by Festool technicians in our service department. That means that tools must be sent to our facility. If you're within the first year of warranty, we pay for shipping to and from the service facility. If not, you ship it to us and we pay to ship it back to you. I understand your concern about being without your saw. But we turn around tools sent in for repair extremely quickly. 99% are turned around in 24-48 hours from receipt.

We do not provide loaner tools but sometimes dealers are willing to do so.

Based on your comment about buying the Kapex when it first came out, I would assume that you've had it for more than a year. Therefore, you would be responsible for shipping to our repair facility. You can download the repair form from our website using the link below. I am also providing the shipping address since you commented that you were waiting on that information.

http://www.festoolusa.com/media/pdf/Repair_Form_US.pdf

Festool Repair
400 North Enterprise Blvd
Lebanon, IN 46052

Again, if there's anything I can do to assist you, please feel free to contact me at sho@festoolusa.com.

While we strive to make the best tools in the world, there are sometimes problems. But we are a company that stands behind our products.

 

[Jesse Cloud]

I guess things can fall through the cracks in any organization, but this sure doesn't sound like Festool service.  They have always been very efficient and effective whenever I have called them.  There's a disconnect somewhere.

 

[Spike]

Buckaroo,
I'm not going to gang up on you and speculate-point fingers- or blame, nor will I agree or disagree...But, contact Festool USA service, ask for Lester or David and if there is one thing I can assure you, they will make it right. The Kapex is not perfect, damn close, but not perfect. That being said it is leaps and bounds better than anything I've ever owned or used.

Best of luck

"Having trouble with your Festool power tool? Well, we're here to help you. Before posting to the forum, give us a chance to diagnose and resolve your issue. In the U.S. and Canada, call us toll-free at 800-554-8741 on Monday-Friday between 8a-5p EST or contact us via email at service@festoolusa.com. For other countries, please visit http://www.festool.com for contact information for your local Festool service department."

I heeded the above suggestion (more than once) and got nowhere.  I had the first Kapex out the door of the Japanese Tool Store in Alameda CA.  I immediately was impressed by the tool's accuracy and functionality.  It, unlike all the other Festool machines I have, seemed in part a little flimsy.  The blade guard failed first and the adjacent laser guide function is now a meaningless blur.  The guard would not retract, so  used the universal cure and wedged it up out if the way.  After paying $1300 for the thing, this seemed unacceptable.  Long story short, I have spoken several times to people at the above number but cannot get any real action out of them.  They are very reassuring, but then I do not receive the promised shipping info, etc.  For such a costly tool, I should not have to send it to Germany to get it repaired and go without an essential piece of the operation for who knows how long.  Why no local repair service provider?  Send me a loaner?
The dual laser is accurate and handy, when I can see the lines!  I have tried cleaning the cheap plastic lens to no avail.  The lens unit is not mounted firmly and that may be some of the problem.

I am busy and this kind of service is extremely off-putting.  For that kind of money, they should be hustling to make things right.  That new Bosch Glide is looking mighty good at $800 believe it or not!

 

[honeydoman]

I will also attest that Festool has the best service dept I have ever worked with over 12 years. They make it right ! 

 

[Neill]

Buckaroo,

Add me to the list of satisfied tech / service department users.  I am sorry you had these difficulties, but I know that they will make it right.

Neill

 

[erikfsn]

I've had mixed experience with Festool service. Some problems were on the dealer end (like not shipping the tool back to Festool until a few weeks after I brought it in to them. And some were Festool related (returning the saw without fixing the issue, then on the next go round sending it back with the cord all chewed up).

I do get the sense that I was rather the exception than the rule, one of those who "slipped through the cracks". If I have problems again, I will ship it directly to Festool, as they recommend, rather than going through my dealer.

 

[ccarrolladams]

I have been a satisfied Festool owner and user since January 2006. So far I have not needed to send any power tool to Festool for service.

However, I have talked to several people at Festool Service Department. Even before I became somewhat active on FOG everyone who has ever communicated with me from Festool not only as been polite and caring, that all know tools, how to fix them as well as use them.

My only out of box Festool failure was the USA-style Guide Rail bag. Since at the time I had no vehicle long enough to transport a 2700mm guide rail, my dealer offered to deliver it. So I added a bag for my 1400 rails. In my excitement to open the beautiful container holding my 2700mm rail, I did not even loog at the bag that evening. The next morning, when I tried to open it to store a pair of 1400mm rails, the zipper did not work.

Eagle Tool of Los Angeles had another of the rail bags. A few days later I had to drive there anyway. They graciously swapped rail bags. I noticed they had checked the new one before I arrived.

By the time the Kapex was sold in the USA a good friend had moved back to Los Angeles from years in Germany. He brought his trusted and slightly used Kapex with him, for which he installed a 240v outlet in his shop. So, besides the staff at Eagle Tool I had an experienced Kapex user. Together all of us perfected all the adjustments. When I bought my second Kapex I felt confident to make my own adjustments.

 

[Ted Miller]

Being in this business for many years and using almost every kind of tool that touches wood, I would have to say that Festool Service is by far been the best on my end. I would have to say that Dewalt should take pointers.

I put tools through their paces daily and yes I have had a few issues. TS55 that had a oil leak, saw replaced in two days. Two issues with the Domino sent it in twice and turn around less than a week in both instances. Kapex also had a oil leak and a laser problem.

I am one of those guys that buys tools on how the company or service treats you. If I get bad service just once, they are done and I move on to the next tool company.

Time is money and if my tool is out for repair for too long, I am most likely losing money...