Kapex recall UK

[Doug B]

Hi there, I was just wondering if any of the UK members had sent their Kapex in for the recall & if so how long it had taken from sending the machine to getting it back?

I ask as my own was picked up by UPS on the 3rd of June & I had been told it would be a 10 day turn around.
I finally got a reply to my email from the 3rd party company that is carrying out the recall after having to get Festool uk to chase them up but all they said was sorry for the delay & that they would forward any new information when they  had it.

As they didn’t even confirm they were in receipt of my saw & it is now 23 days since it was picked up I’m starting to get a little concerned & could really do with having it back asap.

 

[ultane]

Anyone know if there is a USA recall?

Sent from my iPhone using Tapatalk

 

[Mr Jones]

Mine has been in transit for months now. Very weak excuses coming from Festool. I have reached the end of my tether and will start to demand at least a temporary replacement.

I don't think they are managing the situation properly at all and I wouldn't send a saw to them at the moment if I had the choice.

 

[Stone Message]

Anyone know if there is a USA recall?

Sent from my iPhone using Tapatalk

To my knowledge the recall does not affect any machines sold in North America.

As far as delays are concerned the Covid situation does not help. I have a new van on order and it has been delayed twice due to Covid.

Peter

Peter

 

[Mr Jones]

They have had adequate allowances made for Covid. I was first contacted months ago regarding the problem with a follow up a few months later to begin the process. Once the box was received I packed and returned the saw within a week. Having been told 10 days turnaround.

The saw has been stuck in Germany with UPS and my guess is Festool don't have the correct documents to import the saw without paying import duties or VAT. This problem is Brexit not Covid related. They have dragged their heels regarding the UK because of the Brexit complication whilst it's pretty obvious they needed to set up a repair station in the UK to solve it.

So thank you for trying to buy them some extra time but despite my huge investment in Festool tools I am going to call this like it is. Complete mismanagement of the situation.

 

[AlexThePalex]

.... I am going to call this like it is. Complete mismanagement of the situation.

Brexit? Indeed.

 

[jt073]

Hi there, I was just wondering if any of the UK members had sent their Kapex in for the recall & if so how long it had taken from sending the machine to getting it back?

I ask as my own was picked up by UPS on the 3rd of June & I had been told it would be a 10 day turn around.

I will summarise my experience and copy some correspondence with FestoolABS as this is quicker than explaining:

- my Kapex was also collected on 3rd June and eventually returned I think on 30th June
- I had chased/enquired at least once and got a somewhat delayed response that it was “in the workshop” which was at least confirmation it had been received. This was shortly followed by notification that it had been despatched with UPS.
- I wrote back as follows with some feedback after receipt of the repaired machine:

Hello

I received this machine safely thank you.

You asked for feedback, so I have a few comments:

a) the process took longer than you had indicated initially. It would have been better to be realistic about the time required - this would save lots of people sending you chasing emails to find out what the status was.

b) I have no information on what work you actually undertook on the machine - there is no workshop ticket with a checklist completed as I would expect. I trust that you have fixed the electrical problem, but how do I know?

c) it is not clear if you did any other work or inspection on the machine. It is possible that you cleaned or replaced the laser lens, because I think the laser lines are clearer (I am unsure); however, the laser lines are now seriously out of line with the blade kerf. I know that I can adjust this, but I have tried to avoid doing this.

I would appreciate any comments.

With kind regards


I got the following reply (also included a photo of a small scratch on my machine they had detected on receipt into the workshop):

thank you for your e-mail. Please excuse the late reply, unfortunately there are currently delays in due to an error in the system.

First of all, we would like to apologize for the duration of the retrofit. Unfortunately, the shipment took longer than expected due to customs clearance.

We will gladly send you the repair protocol:

Electronics exchanged?
yes

Power plates in order?
yes

Parts with further damage?
yes
Comment: see picture

Fence replaced (cuts)?
no

Customer adjustments?
no

Saw blade foreign brand?
no

Carbon brushes changed (

 

[Mr Jones]

Thank you for the detailed post. Interesting to see the list of items they are checking.

I've talked to a few other owners regarding the handling of this problem and everyone arrives at the conclusion this work should have been done in the UK. Festool delayed returns from the UK due to Brexit instead of employing someone to handle it here. Now they have problems getting the machines through customs.

 

[AlexThePalex]

To be honest, I don't think it is a Brexit thing but just how Festool handles their repairs and decided to ship everything off to Germany.

A dealer told last year me it is the same in Holland now, no repairs done here anymore. Festool has a train car that they fill up with defective tools, and once it is full it is transported to Germany where all the tools are repaired. And the same thing goes for the return.

Of course your example of months is ridiculous, it shouldn't take them so long.

 

[Mr Jones]

It's a brexit thing because it's stuck in customs. Prior to brexit there would not have been an issue becuause there were no import taxes.

I don't want to discuss Brexit ay further than this because obviously it's a deeply divisive issue but in this case it has affected the return to Germany and will affect the return to the UK and I know this to be the case because I have it in writing from Festool.

 

[Lincoln]

'Saw blade foreign brand?'...why would this be of interest to festool?

 

[ChuckM]

My guess is that when they fired up that thing, they wanted to be sure only OEM parts including the blade of which their quality was known to them were used in the machine. If not, they made a note; the quality (flatness, e.g.) of a blade could affect the running of the saw when they tested it.

 

[Mr Jones]

Following up on my earlier comments. I received my saw back yesterday. Having originally sent it in June.

The laser arrangement looks to have been renewed but required adjustment out of the box.

I'm still feeling pretty disappointed by Festool over this. I've heard a rumour they are now carrying out the retrofit in the UK. Communications throughout the process was very poor and estimates given of time without the saw were wildly overestimated.