Sending in Festools for Service

[grbmds]

I'm asking for experience concerning shipping for sending in a Festool for non-warranty service.

1. Does Festool only accept UPS or can the tool be sent USPS Priority or FedEx, depending on which is cheaper?

2. Is there a best shipping method regardless of price or is price the determining factor?

3. Is insurance a good idea or not really necessary since the Systainer protects the tool?

 

[semenza]

I would send only the tool. No accessories , no systainer. 

I think whatever shipping service you like will deliver it to Festool. I have to believe they receive USPS mail.

Yes, insure it.

Seth

 

[Bob Marino]

  Seth is correct - ship any way you find more convenient and send the tool - no systainer or accessories. However it is strongly suggested that you go to Festoolusa.com and fill out the "Begin a Return" form before sending in your tool.

 

[Svar]

I would send only the tool. No accessories, no systainer. 

Why? Without the systainer the risk of shipping damage is greater. A drill? Sure, but what about Domino XL or TS 75? Will FT be as careful as I am bubble wrapping the tool when sending back?

 

[peter halle]

Festool doesn't want the systainer or accessories.

Peter

 

[grbmds]

Thanks for the info...

 

[Cheese]

Ya I get that, it becomes a nightmare for Festool customer service. Was it sent in with a Systainer, a plug-it cord, a hex wrench, 1 or 2 sheets of Granat... the list is endless.

The major Festool customer service function is to fix the returned gear and turn it around as soon as possible.

So, it’s your job to package it properly, send it off, and if you don’t do that, Festool will let you know.
And it’s Festool’s job to repackage it properly, send it off and if they don’t do that, you will let Festool know.

Seems rather symbiotic to me.  [big grin]  Both sides are cheering for the same team.

 

[Svar]

I've sent tools for service in systainer. FT didn't say anything. Saves time for everyone.

 

[grbmds]

Seems the directions are mixed. Festool does want the Plug-It Cord and only says the Systainer isn't "necessary". Plus they give a checklist of for the customer to check off for what is included. Seems to me that, if they don't want the Systainer and it's up to the customer to pack it without, then they shouldn't allow the option. I'll send it without because I don't want to pay the extra shipping for the Systainer weight.

 

[Doug S]

Yes mixed messages. Here in the UK Festool ask for tools to be sent IN the systainer, seems to make sense to me, protects it in postage and keeps everything together, will keep their workshop organised too!

It's how I've always sent mine and never had a problem.

See the film from Festool Uk Service in the link below.
https://www.festool.co.uk/service/repair-service

 

[semenza]

Systainer or no Systainer it still needs to be well packed. Immobilize the tool in whatever contains it. And have at least a couple inches of protective material  all the way around . I see (receive) lots of packages with bubble wrap etc, on all sides except the bottom. The bottom is unprotected. Need to have all around thinking when packing stuff.  If it is a really breakable item, double box with packing material between the two boxes.

BTW, newspaper is not good enough for packing. The item (unless very light weight) will gradually shift a bit. Each time the paper gets compressed allowing more shift. By the time it gets where it's going all that nice fluffy paper is smooshed and the item is freely bouncing around in the box.

Seth

 

[grbmds]

I would think solid foam would be good to at least put around the edges and maybe bubble wrap it within that. Anyway, thanks for the advice. Never had to send a tool back before that isn't under warranty.