Kapex problem

[Jon160290]

Hi All, not sure if this is the right place to put this post as i am well aware of the ongoing issues with kapex mitre saws, which is surely covered elsewhere.
Mine gave up 4 days ago in a cloud of smoke, being one year old and covered by warrenty i wasnt too bothered. Rang festool uk, filled in form and was told it should be collected next day, then repaired within 48 hours. I have now had to pull off a job as a have no saw in the workshop now with the capability i require, saw still has not been collected as promised and when i asked about the issues ive read about i was told there are no problems with this saw, its a one-off/ not common fault. For an investment of £2000+ with stands and extractor etc, i do not believe this level of customer service acceptable. Seeing as festool cannot help me over the phone im hoping this post may get back to someone who cares! Long shot but worth a try!

 

[RKA]

You can PM [member=41214]Phil Beckley[/member] (UK Festool Rep on the FOG) with your information and he should be able to follow up and make sure the situation gets resolved in a timely fashion.  So that part isn't a long shot.  Getting more detail from Festool on broader issues...a long shot. 

 

[Alan Mack]

I had an issue with a warranty claim/ tool pickup, but it wasnt Festool UK's fault. The courier couldnt find me, wouldnt call me for directions even though I had specified that they do so. In the end I took the tool to the local dealer where it was picked up on a Mon afternoon, withFestool Tues, dispatched back on Wed and I got it on the Thursday. They were minor faults, a cable replacement and a switch, but even so,  the speed of turnaround was great and I made a point of thanking them.

So just be aware it may be the courier at fault. I would check with Festool regarding the courier before blaming them.

Alan

 

[nickao]

I have heard this before on this forum, guys having to pull off jobs. No you dont.

Pulling off the job isn't Festool fault, go buy a cheap saw to get you through. I would of driven to the store and walked riigt back in that job with a new saw.

I am soon to have 100,000.00 of work done on the house and if one of the subs I hire were to pull off becasue their miter saw broke, well they wouldn't be coming back. I expect them to have a backup on the truck, I know I do.

There is NOTHING that kapex can do that a 300 or 500 back up saw cant do!

Worst case you could of purchased another Kapex, you get 30 days to return the thing free(that is true everywhere and in the UK isn't it?),

I say this becasue I get the sense you are blaming Festool for not being able to work this job.

 

[Alan Mack]

In addition to my earlier, a friend of mine had a Kapex issue which required the saw to go back and they sent him a demo saw unit to keep him going while his was in transit. Every one else on the site couldnt believe it, and I dont know if other manufacturers would go that length.

 

[ajones]

In addition to my earlier, a friend of mine had a Kapex issue which required the saw to go back and they sent him a demo saw unit to keep him going while his was in transit. Every one else on the site couldnt believe it, and I dont know if other manufacturers would go that length.

Other manufacturers saws are probably more robust so probably a lot less warrantee issues..

 

[bobfog]

In addition to my earlier, a friend of mine had a Kapex issue which required the saw to go back and they sent him a demo saw unit to keep him going while his was in transit. Every one else on the site couldnt believe it, and I dont know if other manufacturers would go that length.

Other manufacturers saws are probably more robust so probably a lot less warrantee issues..

Yup. Call me stupid, but I'd rather them make my most expensive mitre saw properly in the first place, rather than lavish false praise because they loaned me one while mine was sitting limp on a repair bench.

 

[Phil Beckley]

Hi All, not sure if this is the right place to put this post as i am well aware of the ongoing issues with kapex mitre saws, which is surely covered elsewhere.
Mine gave up 4 days ago in a cloud of smoke, being one year old and covered by warrenty i wasnt too bothered. Rang festool uk, filled in form and was told it should be collected next day, then repaired within 48 hours. I have now had to pull off a job as a have no saw in the workshop now with the capability i require, saw still has not been collected as promised and when i asked about the issues ive read about i was told there are no problems with this saw, its a one-off/ not common fault. For an investment of £2000+ with stands and extractor etc, i do not believe this level of customer service acceptable. Seeing as festool cannot help me over the phone im hoping this post may get back to someone who cares! Long shot but worth a try!

Hi
Please send me a PM with your details on and I will email service. The chances are that the issue is with the courier company. If you are in need of a loan machine then let me know and if available one will be sent out
rg
Phil

 

[rizzoa13]

I have heard this before on this forum, guys having to pull off jobs. No you dont.

Pulling off the job isn't Festool fault, go buy a cheap saw to get you through. I would of driven to the store and walked riigt back in that job with a new saw.

I am soon to have 100,000.00 of work done on the house and if one of the subs I hire were to pull off becasue their miter saw broke, well they wouldn't be coming back. I expect them to have a backup on the truck, I know I do.

There is NOTHING that kapex can do that a 300 or 500 back up saw cant do!

Worst case you could of purchased another Kapex, you get 30 days to return the thing free(that is true everywhere and in the UK isn't it?),

I say this becasue I get the sense you are blaming Festool for not being able to work this job.

Not everyone is in your position. If he was told that his saw would be picked up and back to him in a specific time frame and was jerked around then he may not have gone to the effort to buy another saw. Who are you to tell him how to run his business? If I had one job at the trimming stage and another on a different phase of work I sure as hell would be waiting on my kapex to be fixed and move on to the other job for a day or two. (Obviously id clear it with the client and make sure that's ok, I'm a businessman after all)

Long story short he was told one date and that date has come and gone. He reached out and had no resolution so is now here trying to get some. Be careful when you get off that high horse of yours, you seem to be really far up there.

 

[Phil Beckley]

In addition to my earlier, a friend of mine had a Kapex issue which required the saw to go back and they sent him a demo saw unit to keep him going while his was in transit. Every one else on the site couldnt believe it, and I dont know if other manufacturers would go that length.

....and this is what I will arrange with service on Monday  [smile]
rg
Phil

 

[Phil Beckley]

I have heard this before on this forum, guys having to pull off jobs. No you dont.

Pulling off the job isn't Festool fault, go buy a cheap saw to get you through. I would of driven to the store and walked riigt back in that job with a new saw.

I am soon to have 100,000.00 of work done on the house and if one of the subs I hire were to pull off becasue their miter saw broke, well they wouldn't be coming back. I expect them to have a backup on the truck, I know I do.

There is NOTHING that kapex can do that a 300 or 500 back up saw cant do!

Worst case you could of purchased another Kapex, you get 30 days to return the thing free(that is true everywhere and in the UK isn't it?),

I say this becasue I get the sense you are blaming Festool for not being able to work this job.

Not everyone is in your position. If he was told that his saw would be picked up and back to him in a specific time frame and was jerked around then he may not have gone to the effort to buy another saw. Who are you to tell him how to run his business? If I had one job at the trimming stage and another on a different phase of work I sure as heck would be waiting on my kapex to be fixed and move on to the other job for a day or two. (Obviously id clear it with the client and make sure that's ok, I'm a businessman after all)

Long story short he was told one date and that date has come and gone. He reached out and had no resolution so is now here trying to get some. Be careful when you get off that high horse of yours, you seem to be really far up there.

....I will bet my 'beer' this evening the Festool end of the arrangement was correct.......I suspect the error is with the courier which we can find out on
rg
Phil

 

[rizzoa13]

Uhhh your customers upset. Blaming the courier, who you chose, isn't good practice. No one needs to take the blame I think the guys just looking for an answer.

 

[Phil Beckley]

Uhhh your customers upset. Blaming the courier, who you chose, isn't good practice. No one needs to take the blame I think the guys just looking for an answer.

....yes the customer is upset and I have responded to resolve the issue - it is a Friday so not a lot else I can do and I will email as soon as I receive his full details
......yes we choose the courier who can deliver the best service to our customers - overall the system works and on occasions errors happen such as this.
......I didn't directly blame I suggested were the failing was. I know the service system very well along with the team who help to run the process.
rg
Phil

 

[Doug S]

I had the courier problem waiting for my router be collected. Courier turned up a day late and said when he got the collection note the previous day he had already done my area so was not coming back again. Not sure who to blame for that.

The other problem can be that Festool send out special crates for the Kapex to be collected/transported in. It has been posted previously that sometimes they don't have enough crates to go round which can cause a delay, but your failure is a "one off" so obviously this isn't the problem  [wink]

 

[antss]

I'm as critical as anyone about the kapex 110v issues, but this sounds a lot like a courier issue.  Which may or may not be under FT's control.

I do have to side with Dovetail on the delay though.

If you're a PROFESSIONAL charging money for your services, then there's no excuse of "my saw is broken, I can't work".  Sorry , end of story.

A surgeon doesn't say he can't operate because his scalpel is broken.  Your solicitor doesn't tell you he can't draft your contract because his printer is broken or can't go to court because his car has a flat.  Barber can't cut your hair because his scissors are broken or dull ?  Ridiculous.

THE SHOW MUST GO ON !

Heck , your second question should have been an inquiry about a loaner after you got the auth.# for the repair. 

Even if you couldn't arrange a loaner or didn't feel like the 30day return avenue on a new one ; this:

cheapie mitre saw

would get you moving again.  They even have next day delivery at a reasonable rate if one is not close by to a store.  Is it a Kapex ??? NO, but it will do the job.  Remember - every single last one of you out there managed to get by with something other than Kapex for decades before Festool even had a mitre saw.  So don't try and tell me a job can only be done with a kapex.

Phil also seems to be bending over backwards to facilitate a solution and it's five hours AFTER quitting time on a weekend. 

Is Bosch going to pickup their saw next day ?  How about Dewalt ?  Metabo ?  Milwaukee ?
I'll bet they aren't even going to pickup at all.  You're going to have to take it to a place of their choosing.  And are they going to turn around the repair in a week ?

 

[Doug S]

Let's be realistic here, there is no way I could justify 2 mitre saws, 2 tracksaws, 4 paslodes, countless drills, in workshop should I have 2 panel saws, 2 planers, 2 morticers etc just in case one breaks down?

A cheapie mitre saw will not perform anything like a Kapex, that is why we buy Kapex in the first place.

The OP is frustrated that the most expensive saw out there has let him down then the customer service has also let him down. Yes Phil has stepped up and he does a fantastic job but the saw has failed, there is a problem with the Kapex that is the root of the problem.

 

[peter halle]

Hey Guys!  Let's not make this personal.  We each have to make out own business decisions and then roll from there.  Some of us (myself included) will roll with having redundancy and move on.  Some won't.

Glad to see that Festool Phil is doing what he can, but of course Murphy's Law has stepped in and then there is a weekend to create issues and potentially more hard feelings.

Let's be civil.

Peter

 

[Laminator]

On a lighter note, I went to a job once and saw carpenters crowning out kitchen cabinets with a skilsaw and a speed square.... I didn't ask if their miter saw was broke... I think the painter went broke trying to fill all the cracks and gaps as the job was horrendous! Just  goes to prove that no matter what, "The show must go on" LOL. 

I did keep my makita ls 1013 when I got the Kapex, and thankfully I haven't needed it.  Hope OP gets saw back to work soon.

 

[rizzoa13]

Phils obviously going above and beyond and that's truly exceptional. I'm just very tired of the whole "LOL it couldn't be our fault our customer service/product/manufacturing is perfect!" Vibe that I get from anyone associated with Festool every time something negative comes up. I mean come on, in the kapex failure thread those of us with broken saws were straight up blamed for abusing them for 10 pages by all the groupies until enough people finally spoke up.

Guess I'm just feeling confrontational tonight, sorry.

 

[peter halle]

Phils obviously going above and beyond and that's truly exceptional. I'm just very tired of the whole "LOL it couldn't be our fault our customer service/product/manufacturing is perfect!" Vibe that I get from anyone associated with Festool every time something negative comes up. I mean come on, in the kapex failure thread those of us with broken saws were straight up blamed for abusing them for 10 pages by all the groupies rare until enough people finally spoke up.

Guess I'm just feeling confrontational tonight, sorry.

Perhaps you are.  Nothing like that in this thread so far. 

Peter