Recon TS55REQ has a few screws loose

[Rob]

I bought a 20% off reconditioned TS55REQ last week and it was delivered today.  I'm not sure what constitutes moderate vs. slight use, but suffice it to say, it looks like it was used pretty heavily during someone's 30-day trial period.  There are a few rather deep scratches in the baseplate and the blade is rather grimy.  But hey, if that constitutes "slightly used" then maybe it's good the 30% off ones were sold out by the time I ordered.

What really concerns me is that when I opened the box, a long black screw fell out.  After inspecting the saw, I found that 3 screws around the motor housing are missing.  I'm glad I didn't just pull it out of the box and start using it, because it seems like that could have been dangerous for me and/or the tool.  This also makes me wonder if there is anything else about the saw that shouldn't have passed inspection prior to shipping.  Is this something I should take up with Festool directly, or is it better to go through the dealer?

Thanks!

 

[Administrator_JSVN]

Rob,

I would like to offer to replace that saw for you. That does not sound like its up to our standards, even for a reconditioned tool. Please accept my apologies for the bad experience. I will have a colleague send a return label and we'll ship you a replacement.

I see your order and have all of your contact information.

Shane

 

[Rob]

Rob,

I would like to offer to replace that saw for you. That does not sound like its up to our standards, even for a reconditioned tool. Please accept my apologies for the bad experience. I will have a colleague send a return label and we'll ship you a replacement.

I see your order and have all of your contact information.

Shane

Shane, thanks for the lightning fast response!  I wasn't expecting such a quick and decisive answer.

 

[Administrator_JSVN]

Glad to help, Rob. If you don't get that return label from us by tomorrow, shoot me an email. But, I submitted the request for it moments after I responded to your post.

 

[Thistleman]

Fortunately I have not had reason to use Festool Customer Services but this thread amply demonstrates the reason many of us buy a premium brand such as Festool. A customer posts a question on an online forum and within an hour an completely unprompted an offer is made to replace the product. Festoolians are sometimes mocked for their brand loyalty but perhaps other companies would benefit if they chose to provide such excellent service.

 

[Brandon]

In defense of the reconditioned REQ's I got at 30% off one the other day. Looks fantastic and I have zero complaints so far, especially at 30% off. Used it today and it performed flawlessly. I have an old 55 and also a 75 also for comparison

 

[Samo]

Man, I would love a 30% TS55R  [cool]

 

[mlfaber]

Fortunately I have not had reason to use Festool Customer Services but this thread amply demonstrates the reason many of us buy a premium brand such as Festool. A customer posts a question on an online forum and within an hour an completely unprompted an offer is made to replace the product. Festoolians are sometimes mocked for their brand loyalty but perhaps other companies would benefit if they chose to provide such excellent service.

+1 on this.  Although the tools are great and very well engineered, they are only half of the equation!

 

[SoonerFan]

Fortunately I have not had reason to use Festool Customer Services but this thread amply demonstrates the reason many of us buy a premium brand such as Festool. A customer posts a question on an online forum and within an hour an completely unprompted an offer is made to replace the product. Festoolians are sometimes mocked for their brand loyalty but perhaps other companies would benefit if they chose to provide such excellent service.

I have not needed Festool Customer Service either but threads like this give me confidence that if I do need it at some point I will actually get good service. 

 

[Rob]

Thanks for the follow-up, Shane.  I did receive the return label shortly after you initially responded.

Also...wow, that's service!  My wife called this afternoon and told me that UPS delivered the replacement already.

Update: I unpacked the replacement saw earlier and it is in visibly better condition than the previous one.  It's obviously used, but it's cleaner and less scratched up.  The original one came with a new power cord, and I'm assuming the motor was replaced since the screws were missing.  Overall, maybe it was overall a "newer" saw despite its appearance, and maybe that's why it was classified as a 20% off tool instead of a 30% off tool.  It might just be me, but on the replacement saw, the Fast Fix feature also seems to work better and the plunge action seems to require less effort.  The power cord isn't brand-new but the blade appears to be pretty much new.

Thanks again for the quick action, Shane, and thanks to Burns Tools for quickly sending return shipping label and the replacement saw!