Packaging Kapex for shipment

[CADru]

Is it possible that a Kapex KS 120 miter saw could be damaged in shipment if not packaged as recommended by Festool via the YouTube video: Festool Kapex Packing Instructions (Link to this video is included in the repair ticket email from Festool) I saved all the shipping components (including original box) and took my time and packaged my investment securely per recommendations.

I asked this because I just received my Kapex back from repair and recommended packaging instructions were NOT followed by Festool. Below are the steps taken from Part One the packaging video. The BOLD steps were NOT followed by Festool. The attached images show my Kapex as it was removed from the box identifying the packaging failures.

On another note: Not only am I disappointed with the packaging experience the entire repair process failed. The saw went in for repair due to blade guard/safety switch failure after less then one year of use. The blade guard as repaired does not function properly. I will be contacting Festool next week to get some answers. Posting on FOG looking to get some feedback from Festool and other Kapex users.

Why do we not get any documentation outlining the findings and repairs made?

Part One
1. Make sure bevel lock is set at +/- 47 degrees
2. Place piece of plastic on right rail
3. Pull saw head all the way out
4. Lock saw head by tightening locking knob
5. Pull out small green adjustment pin all the way
6. Push left fence in until it is even with side of saw
7. Lock left fence with green lever
8. Push right fence all the way out until it hits the stop
9. Lock right fence with green lever
10. Don't send accessories
11. Place little piece of plastic foam under saw blade
12. Pull out metal lever at the back of the saw head using a screwdriver
13. Pull the saw head all the way down
14. Secure the saw head to the table using a cable tie.
15. Set the miter angle to 60 degrees on the right side.
16. Lock miter lock lever

 

[ear3]

Oops.  Perhaps [member=57769]TylerC[/member] should be flagged on this one.  I had to send in my Kapex early on for laser failure and blade deflection,  but I just took it to my dealer to let them handle it.  That seems like the safest option, at least on the outbound flight.

 

[flair woodworks]

I think that locking the slide is an important step. Steps 12 and 13 must have been done to get the saw in the box.

Every repair we get back from Festool includes a document detailing what was replaced/repaired. Occasionally there are other comments/observations from the repair tech too.

 

[CADru]

I think that locking the slide is an important step. Steps 12 and 13 must have been done to get the saw in the box.

Agreed, but the fact that step 14 was a failure the saw was not kept in the required "all the way down" position. I see steps 11-14 as a collection that's why they are all indicated as a failure.

 

[CADru]

What's really disturbing is the relationship between image KapexShip-02 and KapexShip-03.... anybody? Anyway, after going through some initial testing of saw functions today, especially with bevel settings, I'm terribly upset. The 0-45 setting as a weak positive stop at 0, you can bypass it with a turn of the bevel adjusting knob if you're not careful. Adjusting bevel left and right of 0 is smooth until ~25 degrees then it's rough going with more resistance increasing the closer you rotate to 45 degrees.

If this saw functioned like this out-of-box when first used it would have went back in a heartbeat.
Any advise on how to address this [member=57769]TylerC[/member]

 

[TylerC]

As a quick update, [member=59578]CADru[/member] has been directly in touch with our service department, and they're working to get things resolved. I can't comment on individual service claims, but I'm sure that [member=59578]CADru[/member] will provide an update if necessary.

 

[CADru]

As [member=57769]TylerC[/member]  mentioned I contacted Festool Repair Service, via email, addressing my concerns with possible damage to my Kapex due to faulty shipping by Festool. Festool Repair Service replied via email the very next day. I sent my email at 10 PM one night and received a reply email by 8:00 am the next day. That's a greatly appreciated reaction time!

Here is what Festool had to say:
>>
We are sorry to hear you are unhappy with your tool after service.  It is difficult to tell exactly what has happened, possibly some movement in the shipping process.  Probably the best thing to do at this point is to get the tool back into us so we can address the new complaints you have concerning the operation of your tool.

 

[CADru]

Update: Festool did it again! They failed to package my Kapex as per their own recommendations. Images show packaging failures similar to the first return shipment.
Grant it, the foam sections and box itself pretty much stabilize the saw during shipment. But when not packaged per Festool recommendations it has me concerned that Festool repair doesn't respect my tool as much as I do. Its a simple process to follow. Detents and positive stops could receive minor wear doing shipment if saw mechanisms are free to move. The bevel knob setting/position in relation to the actual degree setting when locked down really has me scratching my head...wondering how/why anyone could/would even do this. If your bevel knob is set on 0-45 the rotation from 45 degrees to zero degrees should hit the zero degree stop.

Images  explained:
K1-2: Bevel knob setting and actual degree setting to the right of zero. The saw should have hit the zero degree stop if knob setting is set to 0-45. Besides the bevel knob is supposed to be on the 47 degree setting per packaging video
K3: Motor head not tight against plastic sleeve. (although knob was tight this time)
K4: Miter lever lock NOT in locked position

So my Kapex is making yet another trip to Festool repair service. The fence alignment issue has NOT been resolved. This was a line item listed in both my first and second repair requests. At least this time I'm getting personal attention directly from management. This is hoping my Kapex returns is an acceptable functioning state.

[member=57769]TylerC[/member] [member=37411]ear3[/member]

 

[antss]

I think head of service has some "splainin" to do.

[member=57769]TylerC[/member] - I'd think with the way Kapex get dogged around here there would be a bulletin to make sure every Kapex is gone over with a fine tooth comb and all the I's are dotted and the T's crossed when one came in and goes back out.

I understand everyone can have a bad day - but this is twice now. That it happened to the same guy again is pretty enexcusable.

or have you guys just grown too fast that you can no longer be bothered with the details that got you here in the first place ?

 

[ChuckM]

Un-un-believable!

[crying]

(What else could one say?)

 

[CADru]

Well, a new (replacement) Kapex is on its way. Festool service called today and decided to get me a replacement saw rather then being without while waiting on repair work to be performed.

I was looking to address the shipping/packaging concerns with Festool so this doesn't happen someone else. Heck, maybe they don't even know this is happening seeing how package and ship is not actually performed by the service techs. The manager I spoke with today told me that it's being addressed. So that's it for me, I'll bring it to your attention but what you do with that info is on you. If you want to succeed and have your customers return for future business you'll correct the issue. If not then so be it, nothing I can do.

 

[Naildrivingman]

The 0-45 setting as a weak positive stop at 0, you can bypass it with a turn of the bevel adjusting knob if you're not careful.

My saw has had this issue from day one.  I wouldn't necessarily classify it as weak, but it can be bipassed with moderate effort.  I guess I thought this was normal, but now that I consider it the gauge does read 0-45; so I'm thinking the saw should not bevel opposite zero.

I would be interested to hear if other KS owners have this issue or if this is an issue for the service department.  I have learned to live with this, but my warrantee clock is 2/3 expired.  I would rather have this fixed by FT than go beyond the warrantee and have to pay for repairs.

 

[ear3]

Same issue on mine.  It takes some force to do, but it happens from time to time. 

The 0-45 setting as a weak positive stop at 0, you can bypass it with a turn of the bevel adjusting knob if you're not careful.

My saw has had this issue from day one.  I wouldn't necessarily classify it as weak, but it can be bipassed with moderate effort.  I guess I thought this was normal, but now that I consider it the gauge does read 0-45; so I'm thinking the saw should not bevel opposite zero.

I would be interested to hear if other KS owners have this issue or if this is an issue for the service department.  I have learned to live with this, but my warrantee clock is 2/3 expired.  I would rather have this fixed by FT than go beyond the warrantee and have to pay for repairs.

 

[Naildrivingman]

Same issue on mine.  It takes some force to do, but it happens from time to time. 

The 0-45 setting as a weak positive stop at 0, you can bypass it with a turn of the bevel adjusting knob if you're not careful.

My saw has had this issue from day one.  I wouldn't necessarily classify it as weak, but it can be bipassed with moderate effort.  I guess I thought this was normal, but now that I consider it the gauge does read 0-45; so I'm thinking the saw should not bevel opposite zero.

I would be interested to hear if other KS owners have this issue or if this is an issue for the service department.  I have learned to live with this, but my warrantee clock is 2/3 expired.  I would rather have this fixed by FT than go beyond the warrantee and have to pay for repairs.

[member=37411]ear3[/member] do you think this is normal or something to have the service department look at?

 

[ear3]

[member=64733]Naildrivingman[/member] My impression was that it was normal.  It has never caused me problems, in any case.

 

[peter halle]

[member=64733]Naildrivingman[/member] ,

It is totally normal.  Here is a screenshot of the page in the supplemental manual available on the Festool USA website.

[attachimg=1]

Hope this helps.

Peter