Purchased my first Festool products today, but not everything included

[Sam Dotson]

I went to Woodcraft today and purchased a CT26 and when I got home, I discovered that the vacuum hose was not in the box.  I had a project come up that I need to start tomorrow, so I purchased both a Rotex 125 and the CT26 hoping to be able to use them tomorrow on my project, but unless I'm willing to drive the 60 miles round trip again, that's not going to happen. 

I realize there are different hoses that can be attached to the CT26, but can someone tell me which hose comes with the extractor so I can be sure I get the correct replacement? 

Thanks

Sam

 

[HowardH]

27mm came with mine but the 36mm works well too. 

 

[Bob Marino]

Sam,

Did you open the body of the vac? That's where the hose is placed during shipping.

Bob

 

[Sparky]

yes my hose was inside the vac where you attach the bags. Hopefully thats the case and you can enjoy sanding tomorrow.

 

[Sam Dotson]

I wish that was the case, but I didn't even notice the hose was missing until after I had installed the filter bag and closed it back up.  The box was taped shut and didn't look like it had been opened, but now that I look at it more closely, I think I can tell it has been re taped.

Sam

 

[Bob Marino]

I'm sorry to hear that. The CT's come from Germany with the  452878 Antistatic Hose, 27mm x 3.5m included and stored in the vac's body. Yes, that carton was opened and resealed. The VAC end of the hose is the standard 2 1/4" size that fits many vacs. Perhaps a friend has a shop vac hose that you can borrow?
  Good luck, Sam.

Bob

 

[Sam Dotson]

I called the Dallas Woodcraft this morning and the manager (Scott Wheeler) checked his inventory but didn't have the correct hose in stock, so he drove over 40 miles to the store in Ft. Worth and picked one up and then delivered it to my home, which was another 20 miles from there.  All told, he probably drove almost 90 miles to get this vacuum hose to me.  It is obviously frustrating to buy something and find out when you get ready to use it that something is missing, but Woodcraft sure went the "extra 90 miles" to make it right. Pun intended.

By the way, after looking closely at the CT26 box, it looks like it has a second layer of tape on it, so I'm guessing the hose was in the box at some point.

Sam

 

[peter halle]

We read a lot here about good, bad, and mediocre dealers. This example is how customer service can cement the relationship with a customer and turn a bad into a positive.

Wy to go Scott Wheeler!  [thumbs up] [thumbs up] [thumbs up] [thumbs up]

Peter

 

[Bob Marino]

We read a lot here about good, bad, and mediocre dealers. This example is how customer service can cement the relationship with a customer and turn a bad into a positive.

Wy to go Scott Wheeler!   [thumbs up] [thumbs up] [thumbs up] [thumbs up]

Peter

Ditto what Pete posted. Excellent customer service!

Bob

 

[wow]

I have to admit that when I read that the original dealer was Woodcraft, my first thought (based on my recent experience) was 'Oh-Oh'. I am very glad that it turned out well for you and that you posted the outcome for doubters like me to read!

 

[Sam Dotson]

I can get pretty loud when I experience bad customer service, but I get even louder when the vendor makes this kind of recovery. 

Sam

 

[joiner1970]

I called the Dallas Woodcraft this morning and the manager (Scott Wheeler) checked his inventory but didn't have the correct hose in stock, so he drove over 40 miles to the store in Ft. Worth and picked one up and then delivered it to my home, which was another 20 miles from there.  All told, he probably drove almost 90 miles to get this vacuum hose to me.  It is obviously frustrating to buy something and find out when you get ready to use it that something is missing, but Woodcraft sure went the "extra 90 miles" to make it right. Pun intended.

By the way, after looking closely at the CT26 box, it looks like it has a second layer of tape on it, so I'm guessing the hose was in the box at some point.

Sam

I had the same problem when I got my midi. I drove 45 minutes back from the dealer opened the box to find no hose. Turned out they had taken it out to replace another one. They just sent one out to me by courier a few days later.

 

[Trosey]

Sam,

I discussed your problem with Scott today. He was pleased that he could be of help to you. He is a class act.

He was glad that I brought it to his attention. He is still short a hose and needs one back from Festool.

Maybe if Shane gets involved one can be expedited to the Plano(Dallas) store. Their phone number is
Call Us: (972) 422-2732.

Scott, also, explained to me that if you e-mail the store he gets the message along with his boss and corporate. Kudos to Scott, but please let the higher ups know by sending e-mails.

I got my 5x30 dominos today along with the Titebond II dark from Scott at Woodcraft(Plano).

Trosey

dallas-retail@woodcraft.com

 

[Kevin D.]

Nice it got worked out for the innocent purchaser, but let's face it, something was amiss in the fact he was given a product that had been scavenged for a part and had to go thru that stress/ordeal.  Better coordination at the retail level is needed.  Someone did not follow thru with taking that hose for some other need in the first place.  Just sayin' my piece having been on the receiving end of similar snafus myself in the past thru no fault in my own just like you.

 

[Ben H]

Kudos to your Woodcraft dude.  I would bet my house the guys at my WC would simply shrug and say call Festool.  Which is why I don't shop there anymore.  LOOKING at you Rockler!