I called today to see what the process was (both of my sanders arrived at Festool yesterday). Because of issues with their website rollout, I was told the only reason Festool service would make contact was if there was a charge for the repair. They will not notify of repairs made under warranty or shipping/tracking information. They will repair and send back without communication. I was told that if I didn't hear from them about a charge or get my tool back within 1 week of it arriving at Festool, I should call to check on it.
Sent back Pro 5 LTD
- Thread starter wetndry
- Start date
Cheese
Member
travisj said:
FWIW... [member=53578]travisj[/member], Tyler C said in a previous thread that service tracking will EVENTUALLY become available with the new software package, he is just unsure as to when that will happen.
That would be nice, in this day and age it's just a convenience that most people expect. Even Menard's, which has never been known to be a bastion of the software industry, offers a tracking service for their special orders including current availability and location, shipping date, date received and any other special notices that affect the order.
Called Festool to get status on my pro 5 repair that I sent out on 4/11. The good news they answered the phone and where very helpful in updating me on the repairs. The bad news is it needs a bearing assembly and they are out of stock. They said their shipment should arrive in early next week. I hoped it would be a 2 week turn around but is it looking like it will be a month. This will make over 7 months form time of original order to hopefully having a working Pro 5 sander.
They also will make a note to provide tracking number(their website is still not functioning) but also suggested I call back next week if they don't contact me. I have UPS MY Choice but I don't always get alerts for packages mailed to me so I like to have the tracking at time of shipment. Don't like packages sitting on porch especially if I am gone for a few days.
They also will make a note to provide tracking number(their website is still not functioning) but also suggested I call back next week if they don't contact me. I have UPS MY Choice but I don't always get alerts for packages mailed to me so I like to have the tracking at time of shipment. Don't like packages sitting on porch especially if I am gone for a few days.
I received the Pro5 last Friday from Festool service. They replaced a bearing flange and the pad. It is a lot smoother (tested on a Pine 2x6).
I got the DTS back today. They only cleaned it. No repairs which made me feel like an idiot. I tested it on a Pine 2x6 also. I am not impressed. I tried it at all speeds and all the various suction points. Not smooth at all. It is still within the 30 day window so it will go back and I will try to find a different option.
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I got the DTS back today. They only cleaned it. No repairs which made me feel like an idiot. I tested it on a Pine 2x6 also. I am not impressed. I tried it at all speeds and all the various suction points. Not smooth at all. It is still within the 30 day window so it will go back and I will try to find a different option.
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Twoodman66
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- Joined
- Feb 27, 2016
- Messages
- 96
Unfortunately I have one that needs to go back as well.
ben_r_
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- Oct 13, 2015
- Messages
- 1,330
Man, sucks to hear there have been so many problems with the Pro 5. Hopefully they have those worked in its replacement when it comes out in the US. I ended up not keeping my Pro 5. Couldnt figure out how/why I needed it and the profit to be made selling it was just too tempting.
Tested my repaired Pro 5 out on a door in between coats of SW ProClassic. It was still pretty jumpy and difficult to contact. I know that's a tough sanding situation, so I'm going to test it in some other conditions this weekend.
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Just got word from UPS that my PRO 5 is on its way back from repairs. It should be here next week. Used the sander for 2 days before sending back on 4/11. I hope the sander performs well as my 30 day trial is long gone between shipping time and repairs/waiting for parts. Would be more of an issue if I had paid $200 plus for the sander.
Received my Pro 5 back today. Gave it a test on the same boards I tried it on before sending it in a month ago. I am happy to say the sander is now working the way it should. No jumping and bouncing and the surface finish is smooth and swirl free. I can control it now with 1 finger on the sander or just holding it by the hose. The sander also induced a harmonic vibration into the board that would cause the sander to start bouncing unless the board was clamped down tight. This is also gone and I can hold the board in my hand and sand.
If anyone has issues with their sander I would send it in as this sander is now smoother than my RTS400 EQ and more powerful. My mirka ceros is still my smoothest sander but at twice the price it should be.
It took almost 8 months to get a working sander but festool did finally deliver a quality sander that I will keep and hopefully, it will be trouble free for years to come.
If anyone has issues with their sander I would send it in as this sander is now smoother than my RTS400 EQ and more powerful. My mirka ceros is still my smoothest sander but at twice the price it should be.
It took almost 8 months to get a working sander but festool did finally deliver a quality sander that I will keep and hopefully, it will be trouble free for years to come.
