Perspective on Festool Problems

[mastercabman]

A note on the laser calibration -- you can't screw it up.  That is, if your initial efforts still put the laser off the cut line, you can keep on tweaking it until you get it exact.  There's no danger of breaking the laser or permanently throwing off the calibration.

This post got me thinking about my experience with Festool problems and the reliability of the tools since I started converting over my shop almost two years ago.  So here's the list of the issues I have had which required service (or a visit to the dealer), all of them within the 3 yr. service period...........

So you've had a problem with one third (7/21) of your Festool tools, and you find this acceptable?

Funny,I was thinking the same thing! [laughing]

 

[Grakat]

A note on the laser calibration -- you can't screw it up.  That is, if your initial efforts still put the laser off the cut line, you can keep on tweaking it until you get it exact.  There's no danger of breaking the laser or permanently throwing off the calibration.

This post got me thinking about my experience with Festool problems and the reliability of the tools since I started converting over my shop almost two years ago.  So here's the list of the issues I have had which required service (or a visit to the dealer), all of them within the 3 yr. service period...........

So you've had a problem with one third (7/21) of your Festool tools, and you find this acceptable?

Funny,I was thinking the same thing! [laughing]

Ditto. I think that a 7/21 problem/failure rate is something that Festool would want to address. If it was 1/21 or 2/21 I would be more forgiving. There are bargain basement tools that would achieve that result depending on their use.

 

[teocaf]

well i count 6 tools he is mentioning against 23 separate items in his signature line, although one could argue as to what is a tool.  one if not two of the problems are user error.  a few others are inconveniences that required a quick fix rather than a disabling of the tool.  furthermore we know that he uses his tools quite a lot in his side job.  i'm not saying whether one should find the results acceptable or not, but rather i'm saying one should look at the results of his survey with a more discerning eye instead of quickly applying some rough statistics to the lot.  my calculations show .21 vs the .33 mentioned, but i realize that any of these numbers can be endlessly debated.  also unknown is what the incident rate and repair resolutions would be with comparative tools of other brands in that same time frame. 

 

[Kev]

Even the world's most expensive products can have issues, even your $230,000 Ferrari.

Festool is a solid company that stands behind its products. So, rest assured that they have you covered for the warranty period of three years at a minimum.

Give them a call if you need help with your laser calibration if you don't feel comfortable doing it yourself. The guys at Festool service are a great bunch of folks to deal with. Call them if you want the bit holder replaced under warranty, but like Holmz said, a little glue will do the trick.

Hmm Ferrari's are highly strung cars that are tuned within an inch of their life, require meticulous servicing on a regular basis to ensure they don't implode and bought by people who mostly only intend to use them for occasional thrills, not daily workhorses...

Probably not the best comparison to draw.

Don't think Shane was comparing, just making the point ... Festool are not in the "world's most expensive products league".

 

[Birdhunter]

Hum, I have a shop full of Festool products including a Kapex and I've had zero problems with any of them. My unsupported guess is that my experience is the norm. Oh, I did have to Superglue the magnet in the bit holder. It's still there years later.

I did have to adjust the Kapex lasers. Five minutes of reading the supplemental manual and five minutes doing the adjustment and the lasers were dead on.

 

[Kev]

Hum, I have a shop full of Festool products including a Kapex and I've had zero problems with any of them. My unsupported guess is that my experience is the norm. Oh, I did have to Superglue the magnet in the bit holder. It's still there years later.

I did have to adjust the Kapex lasers. Five minutes of reading the supplemental manual and five minutes doing the adjustment and the lasers were dead on.

I have a lot of Festools and my failures number at three. A piece of foam came loose in the lid of my TS55 Systainer, one of the plastic end caps for the UG extensions broke and a new KAPEX blade rusted in the packet.

I have a KAPEX and if it failed as a result of what could be a design issue I'd be upset.

So my issues are trivial at best and I also think I'd number in the "norm" grouping.

 

[Bohdan]

A piece of foam came loose in the lid of my TS55 Systainer

I thought that this was a standard design feature of all festool systainers.

 

[ear3]

Technically 5.  OF1010 counted twice, and the TSC55 was user error.  I would hesitate to call all of these failures, though.  Only on the Kapex and the Carvex did the problems affect the actual functioning of the tool.  With the RO150 and the 1010 micro-adjust, I suspect this might be a quality control issue, since I have seen other posts on the FOG reporting these exact problems with the tools.
 

A note on the laser calibration -- you can't screw it up.  That is, if your initial efforts still put the laser off the cut line, you can keep on tweaking it until you get it exact.  There's no danger of breaking the laser or permanently throwing off the calibration.

This post got me thinking about my experience with Festool problems and the reliability of the tools since I started converting over my shop almost two years ago.  So here's the list of the issues I have had which required service (or a visit to the dealer), all of them within the 3 yr. service period...........

So you've had a problem with one third (7/21) of your Festool tools, and you find this acceptable?

Funny,I was thinking the same thing! [laughing]

Ditto. I think that a 7/21 problem/failure rate is something that Festool would want to address. If it was 1/21 or 2/21 I would be more forgiving. There are bargain basement tools that would achieve that result depending on their use.

 

[Cheese]

Well in the spirit to continue to kick this can down the road... [dead horse]...I just completed an inventory and have 22 Festool tools, and tools are defined as needing to have an energy source applied (either electricity or air) in order for them to become operative. That makes rails, Systainers and MFT's ineligible. So since 2007 when I purchased my first Festool, I have had ZERO returns, problems or exchanges. None...I rather think that is probably the norm.

I forgot to add, that nasty Kapex and Carvex happen to be two of those 22 tools. [cool]

 

[TomE]

My meager list of Festool, all purchased for specific need or to upgrade/replace/augment the tool kit.

T55 EQ- 06/05- still going
ES 125 EQ- 08/06- still going
DTS 400 EQ- 03/11- still going
RO 90 DX REQ- 08/11- still going
RO 125 FEQ- 08/10- still going
RO 150 E- 06/05- still going
C12-04/08- still going
CXS- 04/15- still going
PS 300 EQ-09/11- still going
DF 500 Q- 11/06- still going
MFK 700 EQ- 04/08- still going
OF 1010-06/11- still going
OF 1400 EQ- 05/05- still going
KS 120 EB- 03/10- still going
CT 22E- 2005- still going
MFT 1080- 2005 still going

None have had service. Some foam and labels have let loose on systainers, the new clear type splinter guards for my tracks needed double stick tape to stay put, some saw blades have dulled and await sharpening, replaced C12 batts last year and an FS 800 has a ding in it, my fault.

Plenty of other brands in my kit as well, most all are older pre consumerized built for the trades quality.

I have no idea how to characterize type of use (heavy or moderate) other than to say that I use my tools when I need them either on site or in the shop.

Still using my 1989 Jeep Comanche for work too, has required service off and on, shipping is a PITA

 

[Staniam]

Seems comments are now going the more positive route rather than the usual negativity. Sorry, let me rephrase to the more comments of late negativity.

I've been a Festool user for four years now. CT MIDI, TS 55, Carvex both corded and cordless, T12, T18, C18, CXS, PDC, OF 1010, RO 125 and numerous accessories. None havery failed and none have given me problems. Even the ones I bought used including both Carvex and the T12. I bought the CT MIDI refurbished three years ago along with the T18.

There have been bumps in the road as with any tool or manufacturer but I can honestly, and genuinely, say that my overall experience has been wonderful and no tool has given me any issues really worth mentioning.

 

[copcarcollector]

Technically 5.  OF1010 counted twice, and the TSC55 was user error.  I would hesitate to call all of these failures, though.  Only on the Kapex and the Carvex did the problems affect the actual functioning of the tool.  With the RO150 and the 1010 micro-adjust, I suspect this might be a quality control issue, since I have seen other posts on the FOG reporting these exact problems with the tools.

Dont confuse those in the lynch mob with facts----

 

[Saskataper]

I've almost made up my mind to sell my kapex and UG.
I'm going to start trying out new saws pretty soon. Hoping someone comes out with a decent double bevel cordless. Bought the kapex as a lifelong investment as well. I'll miss it but I don't need it. A $700 saw will work for what i do. Warranty is up in a couple weeks and I don't want to have to use "kid gloves" with my saw. Worrying about using extension cords or if I should be running it off my vac or not.
Talking to my uncle the other night who builds custom furniture for a living and his hitachi was one of the first tools he bought 25 years ago and he is still using it. That's what I thought I was paying for when I dropped a ridiculous amount of money on my setup. Now after seeing my buddies go up in smoke and hearing about others from people I work with It sounds like the odds are against that.

 

[Cheese]

Dont confuse those in the lynch mob with facts----

[thumbs up]

 

[Kev]

Still using my 1989 Jeep Comanche for work too, has required service off and on, shipping is a PITA

[member=4346]TomE[/member] I had a Toyota Landcruiser once and I tried to post it ... the post broke and the Landcruiser was a write-off [sad]

 

[Brice Burrell]

Technically 5.  OF1010 counted twice, and the TSC55 was user error.  I would hesitate to call all of these failures, though.  Only on the Kapex and the Carvex did the problems affect the actual functioning of the tool.  With the RO150 and the 1010 micro-adjust, I suspect this might be a quality control issue, since I have seen other posts on the FOG reporting these exact problems with the tools.

Dont confuse those in the lynch mob with facts----

Honestly it was my not reading Edward's post closely enough, that was my mistake and I will go back and edit to correct my original post.  I'm not trying to start a lynch mob. I admit I'm not a big fan of Festool aggressively increasing prices.  I am still pro-Festool because most of their stuff isn't made in China and is of good quality. 

Still, I would pose the question, is it acceptable for 5 of 21 tools to have issues?  While my Festool tools have held up pretty well over the ten or so years I've been into Festool.  I would not accept five problems in a short period of time with any regular brand tool, let alone a premium tool brand.

Also, I don't think it is unreasonable to expect to get what you pay for with premium tools.  Nor do I think it is unreasonable to demand getting what you've paid for if you've experienced less than satisfactory performance or service out a Festool product.  Festool pretty much sits atop of the market in pricing.  Now, as always, they have to prove they're worth it, for every single customer, with every single tool, every single time.           

 

[TomE]

I agree with Brice, had my Festools had the sort of stuff that Edward posted as problems I'd be looking elsewhere too.

I don't expect my tools to be heirlooms by any stretch but having these premium priced trinkets not do what they're supposed to do either by design or production line mishap is problematic for those of us who use them for a living and even more so for the hobby user who can't just write them off or have backup tools to continue on.

When I first signed on to these forums, it was primarily to see how others used their tools, learn divergent techniques to accomplish various bits of construction and woodworking and find out what's up the new gear regardless of brand.

Now it seems that the 'problems' are the main topic of interest, why is that? Are there actually more problems or is the crowd expanded enough that the sample size is greater.

What I hope is not happening is that the reputation of a quality brand is being used as a crutch to support moves that increase a bottom line item on some ledger. I've seen it too many times and it never works out well for the end users who have supported that brand.

 

[WPeters]

Ditto on the price increase business.  Perhaps some good old fashioned American consumer revolting would help slow them down??? . But seriously, it seems excessive that festool raises prices so consistently and at such a high percentage.  None of my other tool brands have prices raised at such levels.  In fact it seems the price decreases over time.  Just my $.02

 

[jeh]

I have owned/used numerous Festool products (mitre saw (1), track saws (3), sanders (4), routers (4), jigsaws (2), planer (1), drills (3), joiners (2), oscillating tool (1), and too many accessories to count since 2004 or so and have not really had any failures. All get a lot of use and hold up exceptionally well. I have had two issues:

1. PS300 motor died prior to warranty period ending. Fixed under warranty.

2. OF1010 plunge shaft had some imperfections that affected the smoothness of the plunge mechanism (both going down and coming up). It looked like rust, but was definitely not. Called support and followed their guidance, but no improvement was seen so I ordered a new base, which fixed the plunging issue. Looking back I think the base (shaft) was probably defective from the beginning. The router was never under heavy use or dropped so I think the shaft might have had some imperfections that got worse. No matter the cause I was happy to buy the replacement part.

3. Carvex not making square cuts. Gave up after multiple calls for support, sending it in to be evaluated, and reading about experiences on FOG. Purchased a Mafell P1CC and have never looked back. In my opinion the Carvex was not an improvement over the PS series jigsaws other than the light and fancy accessory bases.

 

[grbmds]

I have a number of Festool tools. The ones I never regret buying are the Domino, ETS125, ETS150/5, TS55REQ, MFT3, CT48, OF1400 router, and most recently the VacSys. I have other Festool sanders, but could live without them and could find other sanders that would serve my needs. I also have an MFK700 trim router and am on the fence about it. I have use the Kapex in Festool classes and, if I needed a miter saw, I'd seriously think about it. I found it had the best dust collection and appeared to be the most accurate miter saw I've ever used. Just don't need one.

As for calibrating the laser on the Kapex. I read the instructions in the Kapex Supplemental Manual online at Festool and the instructions seem complete. The manual was written by Rick Christopherson so one would expect great, clear instructions and illustrations. If you don't have success after following those instructions, call Festool Service. If the tool is still under warranty, they may suggest sending it back for service or give you some assistance. Either way, I have found Service to be responsive, knowledgeable, helpful, and patient (when I didn't get it the first time). Festool Service is a great resource, even if it's just to ask a question about the tool or use of it, not necessarily to get service.

To more directly answer your question about Festool Service locations. The only one in the US I know of is Festool USA HQ near Indianapolis. Sending it here would be the only option for factory service unless you live near Lebanon, IN. Taking it back to the dealer you bought it from wouldn't likely help, unless it's within the first 30 days to return it for a full refund or new tool.

To justify a Festool for a hobbyist, it definitely requires some thought about what you use the tool for and what your needs are. For unique tools like the Domino, it isn't hard. I'd say there is nothing better than the Domino and really no other tools that do the same thing (for me anyway). On sanders and dust collection, Festool also excels (maybe even unmatched), but I would say that, for both types of tools, you need to do some research and comparisons. Again, if you're a hobbyist, there are other options. Thousands of woodworkers use other tools and get great results. I did for many years before ever hearing of Festool. The dust collection might not be quite as good but there are definitely routers and sanders out there which do a great job at this point in time.