Kapex up in smoke and losing faith in festool uk

[Louis@Godfreysjoinery]

Hi guys,
I'm new to the forum, I just wanted to see if anyone else has had a similar issue with the Kapex and festool customer services.
On Thursday afternoon my Kapex gave a puff of smoke whilst cutting some MDF and now it is un useable.
I'm really disappointed as it's only 16 months old and had very light use.
So I fill in the return order form and get my confirmation order number.
I wait to receive the confirmation email but none came through.
So the next day ( Friday ) I log back in to my festool area and call the number provided.
I'm advised there is a longer than usual service delay and it could take up to a week to send me a box for the saw to be packaged in. Some 1/2 hour later after much discussion and me not being happy they agree to send me a box on Tuesday and I'm told it will be picked up the same day ( tomorrow ).
So again I wait for the confirmation email and still nothing. So again I ring and discover that my request order has been archived and no box will be coming to me. This issue has been settled.
Now I'm starting to get really annoyed as this saw cost nearly £850, not only that but I've spent a small fortune on festool products and tools, I am advised that I will have to re submit the return order and start again.
I'm really frustrated by the customer service and disappointed that this is taking so long to sort out, the lack of communication from festool is infuriating.
Got to say I'm really unimpressed so far and as I'm a sole trader working for myself on private jobs I'm losing money daily due to the fault and the saw breaking.
Am I being unreasonable in thinking it should be fairly straight forward to sort this out?
Anyone else had the had a similar issue?
Thanks in advance,
Louis

 

[copcarcollector]

[welcome] to the forum, sorry its under these circumstances.

Yes there have been other reports of Kapex failures. Some members will call it an epidemic, some like me have different feelings about the scale of the problem. Bottom line though if your saw went kaput, that does suck.

There have been issues reported with the service teams both here in the USA and abroad. [member=41214]Phil Beckley[/member]  may be able to help you over there.

Please keep us informed as to the progress and end result of your repair.

 

[Louis@Godfreysjoinery]

Hi,
Thanks for the quick reply, that's really interesting to hear that I'm not alone.
I mean epidemic is a pretty big deal!
I really wish I had heard of the issue before my purchase.
I will of course report of any updates and thanks for the contact.
Regards,
Louis

 

[copcarcollector]

My recollection is that in the UK, Kapex failures may be attributed to the use of a transformer on site. I am not 100% on that, but you might take it into consideration.

 

[Louis@Godfreysjoinery]

Hi,
Thanks for the reply,
I've only ever used a 5kva transformer with the Kapex as recommended and I've never been on a building site with it.
I owned a dewalt 712lx for ten years before I purchased the Kapex and it never gave me a single problem.
I only bought the Kapex as I had some money when I was setting up the business again and streamlined all power tools to festool.

 

[Doug S]

Hi Louis

My Kapex burnt up for the second time just over a week ago, you will find an almost identical rant from me in the Another Kapex bites the dust, again thread. Festool were short of a box to ship mine (maybe it's the hot spell we just had that has made them all burn out!) and didn't communicate at all. I am also a sole trader so it's messing up my work schedule.

Mine is 240v

Doug

 

[rvieceli]

As mentioned. [member=41214]Phil Beckley[/member] is the online presence for Festool UK. He should see these notices and be able to help you out in short order.

 

[copcarcollector]

http://festoolownersgroup.com/festo...pex-bites-the-dust-again/msg514463/#msg514463

 

[AlexThePalex]

Anyone else had the had a similar issue?

Sounds like the typical service I myself am used to from Festool.

 

[Louis@Godfreysjoinery]

Hi Doug,
I feel your pain man!
I've just read through the thread and we are most certainly not alone with this issue.
It would seem even after the repair has been carried out it's only a matter of time before they fail again.
Hopefully I'll  get fully refunded then as this is clearly not an isolated incident.
As I stated before I have many other festool products and have had no issue with any of them, the Kapex is the weak link.

 

[Phil Beckley]

Hi Louis
Please call me 07525130166
Rg
Phil

 

[ChuckM]

Sorry to hear about your saw breakdown. It is really alarming that so many Festool owners have had issues with the customer service (lack of timely communication). But at the same time, many seemed to keep contacting the customer service by email or by phone when they heard nothing from the customer service. Could this be part of the reason why customer service couldn't catch up with returning calls and emails?

In other words, could the failure or delay in responding to the first machine break-down reports (by phone or email) from customers have created unnecessary communication workload in the first place?

I bought all the Festool machines from Lee Valley Tools and I suppose if anything goes wrong (hope not), I could just contact Lee Valley Tools and let it handle the fixes from there. Is my understanding correct?

As a side note, the examples of lack of responses given here and elsewhere in the forum are the reason why I would stay away from a vendor. In the past few weeks, I was debating if I should pick up a TS55/track or a new hand tool soon to be released (both are priced close to each other). I am still not sure if I would need the hand tool (i am just a hobbyist), but I have made up my mind now that the spare tool money will not be spent on a TS55.

 

[Phil Beckley]

Anyone else had the had a similar issue?

Sounds like the typical service I myself am used to from Festool.

Hi
One example is not indicative of the service Festool as a company provide
Rg
Phil

 

[Louis@Godfreysjoinery]

Hi Phil,
Thanks for the reply,
I'll contact you in the morning to discuss the issue
Regards,
Louis

 

[Louis@Godfreysjoinery]

Hi ChuckM
I don't know man, all I've done is report the original issue and file the order, when i didn't hear anything via email I called as advised.
With regards to the ts55 I've had no problem with it whatsoever and could not recommend it highly enough, I'd be lost without it
Thanks,
Louis

 

[AlexThePalex]

Anyone else had the had a similar issue?

Sounds like the typical service I myself am used to from Festool.

Hi
One example is not indicative of the service Festool as a company provide
Rg
Phil

Just stating my experience with Festool service here in Holland. 5 times not good, 0 times good.

 

[antss]

Anyone else had the had a similar issue?

Sounds like the typical service I myself am used to from Festool.

Hi
One example is not indicative of the service Festool as a company provide
Rg
Phil

Phil, I agree with you and think you do a bang up job.

However , you're only able to affect you corner of the pitch.  Your colleagues in the USA are having quite a bit of growing pains when it comes to service lately.  Phone calls not not answered and messages not returned.  Computer systems gone down or AWOL.  Tools returned with no explanation of of what was done. 

Is this indicative of UK service?  Nope.  And neither was it for the USA 18 months ago.  Sounds like your colleagues in Holland have never had their act together.  These examples are most likely isolated cases.  I personally have had a sander sent in, repaired,  and returned with documentation within a week during this period.

But to not talk about this stuff is a disservice to us customers.  Suppose it's not an isolated incidence and trend instead ?  FT seems to have little or no feedback loop from customers to management, so stuff like this should be discussed out in the open. 

And when it comes to Kapex - you guys really need to stop soft pedaling and get out in front of that.  Your engineers should be downright embarrassed that your saws are failing in such short times spans.  Especially when customers are saying they are dusting off their 10+ year old Dewalt, Makita, and Hitachi versions when their Kapex motor fails.  Funny how all those old saws are still running and cutting straight decades later.  Maybe they spew dust all over and and don't tilt or bevel as elegantly.............but they keep running like Energizer Bunny.

 

[Harry1561]

Anyone else had the had a similar issue?

Sounds like the typical service I myself am used to from Festool.

Hi
One example is not indicative of the service Festool as a company provide
Rg
Phil

Phil, I agree with you and think you do a bang up job.

However , you're only able to affect you corner of the pitch.  Your colleagues in the USA are having quite a bit of growing pains when it comes to service lately.  Phone calls not not answered and messages not returned.  Computer systems gone down or AWOL.  Tools returned with no explanation of of what was done. 

Is this indicative of UK service?  Nope.  And neither was it for the USA 18 months ago.  Sounds like your colleagues in Holland have never had their act together.  These examples are most likely isolated cases.  I personally have had a sander sent in, repaired,  and returned with documentation within a week during this period.

But to not talk about this stuff is a disservice to us customers.  Suppose it's not an isolated incidence and trend instead ?  FT seems to have little or no feedback loop from customers to management, so stuff like this should be discussed out in the open. 

And when it comes to Kapex - you guys really need to stop soft pedaling and get out in front of that.  Your engineers should be downright embarrassed that your saws are failing in such short times spans.  Especially when customers are saying they are dusting off their 10+ year old Dewalt, Makita, and Hitachi versions when their Kapex motor fails.  Funny how all those old saws are still running and cutting straight decades later.  Maybe they spew dust all over and and don't tilt or bevel as elegantly.............but they keep running like Energizer Bunny.

antss, you mentioned all the "old" saws are brought back out when a kapex fails, those "old" saws were around before everything was made in China. It will be interesting to see if the likes of recently purchased  makita, dewalt, hitachi will still be cutting true in 10-15 years, if working at all..........

 

[Louis@Godfreysjoinery]

Hi,
Just to update I should be getting a collection service tomorrow morning before 10am
Thanks to all those for your input so far.
Regards,
Louis

 

[Dan1210]

Just thought i would add, rather than creating another thread. My kapex died on me for the second time today 110v uk user using a transformer.
I generally only cut trim with it and never push it hard, i really look after my kit, its disappointing this has happened once again, it cant be a coincidence we keep getting these complaints.
I should add im very careful to let the saw reach full speed before cuts, one it gives me a better cut and also long enough for the ct mini vac to get up to speed.
Mine is now out of warranty and im not looking forward to the repair plus labour costs, it couldn't of come at a worse time  [sad]