Short changed on TS 75 guide rail?

[Samurai Dave]

Got a TS 75 shipped to my door last week.  It came with a 55" guide rail.  The Festool catalog states the 75" guide rail is included in the TS 75 package.  I reviewed the ad from the Festool vendor (Utterguys.com) and it does state they ship a 55" rail with their TS 75, so my bad :'( 

Lesson learned:  Always look at EVERYTHING the Festool vendor includes in the package they are selling.  Do NOT assume they are bound to use the same items as listed in the Festool catatlog.

I suppose one way to increase their profit margin (as if it isn't OUTRAGEOUS enough!) is to swap for less expensive items.  Just a word of caution.  It appears they are all bound by contract to charge the same price, but not necessarily to supply standard packages.

 

[woodshopdemos]

SD,
  Welcome to the FOG. I do see that the on-line catalog shows a 75 with the 75. Did you call the 800 number and ask "wha happened?"  You can't get any credit or exchange here, no matter how negative your post...and it is negative. If you had called and Festool had said "tough luck", then your post might be proper...but to just run to your PC and whine doesn't do much good. Call them and then post.

 

[Ron Dunn]

woodshopdemos, when people pay a lot for their tools, they feel it more when things go wrong.

This was an alert to compare the contents of retail packages to the the contents described in the catalog ... they're not always the same.

 

[Matthew Schenker]

Samurai,
First, welcome to the FOG.

I'm not sure what happened with your order, but something does not sound right.  I don't believe dealers can swap out "cheaper" components from the stated configurations Festool sets up in their catalog.  I sent a note to Festool USA to come into this discussion and offer a comment.  Let's see what they say.

Ron, we all feel it when things go wrong.  But let's see what actually went wrong here.

Matthew

 

[woodshopdemos]

woodshopdemos, when people pay a lot for their tools, they feel it more when things go wrong.

This was an alert to compare the contents of retail packages to the the contents described in the catalog ... they're not always the same.

Ron,  I do understand and agree with that, but I would think the first concern would be to get what I ordered.

 

[Frank Pellow]

First of all Dave, welcome to the Festool Owner's Group.

I am sure that this was a simple mistake that will be rectified with one phone call by you and that you will soon have the 1900 milimetre rail that is supposed to come with the saw.

 

[Bob Marino]

  Dave,

On April 1, with the new catalog, the TS 75 saw comes with the 75" rail. Dealers were allowed to get credit for their older supply of 55" rails so they would not be "stuck" with a slew of 55" rails . Anyhow, try your vendor again.

Bob

 

[semenza]

Hi, welcome to the forum

      The TS75 used to come with the 55" rail. And as Bob said now comes with the 75" rail. The change is pretty recent , so it might be a mistake or the dealer forgot or something. But rest assured that you will end up with the 75" rail one way or another. Call the dealer first, if no satisfaction call Festool. And it is there mistake so make sure they don't try charging you for any kind of shipping either way.

Seth

 

 

[Matthew Schenker]

Everyone,
This morning, after reading this discussion, I sent a message to the Utterguys via the "contact us" page of their Web page.  I informed them of this issue, and asked them to come to the forum and respond to it.  Let's see if they do so.
Matthew

 

[Samurai Dave]

Everyone,
This morning, after reading this discussion, I sent a message to the Utterguys via the "contact us" page of their Web page.  I informed them of this issue, and asked them to come to the forum and respond to it.  Let's see if they do so.
Matthew

Thanks Matthew!

I purchased the TS 75 from the Utteguys on eBay.  Here's a current listing.http://cgi.ebay.com/Festool-561188-...ryZ20785QQssPageNameZWDVWQQrdZ1QQcmdZViewItem

The thing about eBay is that as long as they state in the description what you are getting, and that is what your receive, it's a done deal.  My fault for not reading the description close enough.  I assumed that since the price was the same, the rail size would be consistent. 

Oddly, the Utterguys state the TS 75 comes with a 75" rail on their website.http://www.utterguys.com/xcart/product.php?productid=35249&cat=693&page=1
So their eBay listing is not consistent with their website description.  :

I apologize for the whiny tone of my post, but I mainly wanted to warn others that are thinking about purchasing to be aware of this discrepancy.

Here are some other websites of Festool dealers listing the TS 75 with the 55" rail guide
http://bpway.com/Manufacturers/Festool/Sawing/tabid/76/Default.aspx?itemid=134
http://www.festooljunkie.com/catalo...festool-ts-75-eq-plunge-cut-circular-saw.html

And another eBay guy
http://cgi.ebay.com/Festool-8-1-4-C...VQQcmdZViewItemQQ_trksidZp1638Q2em118Q2el1247

As you can see the prices are the same, with the rail length being the difference.  I don't know if it is a training issue or some dealers just didn't get the memo.  Either way, I hope others can learn from my mistake.  I am impressed by the Festool tools, but I'm not sure all their dealers are up to speed yet to match the highly thought-out system they sell.  Faster,  Easier,  Smarter.

I have e-mailed Festool concerning this issue.  No response yet.

 

[Frank Pellow]

Since you purchased it on eBay, I would expect that Festool is not responsible for what you received.

 

[Matthew Schenker]

Good Afternoon,
Someone from Utterguys has joined the forum, so perhaps we will get a response soon.
Matthew

 

[utterguys]

Sorry for the delay in response but I had to setup a log in account and it has taken several hours to get it.

1st I would like to defend my company by saying that Samurai Dave has never contacted me by phone, email or pigeon to even discuss the problem for that matter. I work 6 days a week and 12 hours everyday so I am not hard to get a hold of. The old catalog had the TS75 come standard with the 55" rail the auction showed the 55" rail as it was never changed by me as I was not aware that it was not brought to my attention until now, but I am a very easy person to get along with and easy to deal with if I am treated with respect and even with the negative responses people have posted about The Utter Guys on this forum I was willing to send Dave a Free 75" rail if he just contacted me at andrewutterguys@yahoo.com. See how easy that would have been to resolve a problem without using negative comments.  Andrew

 

[HowardH]

We are all guilty from time to time of our favorite exercise - jumping to conclusions.  I try to force myself from doing just that but emotion gets in the way and well... then i'm in trouble from my LOML for not giving a vendor or store the opportunity to correct a mistake.  My dealings with Festool and their dealers has always resulted in my being satisfied with the result.  It's easy, maybe too easy, to simply jump on the computer to voice our dissatisfaction with something or another when one phone call could have corrected the issue.  I'm guilty as charged but I'm trying to change!  ;D

 

[Matthew Schenker]

Andrew,
Thank you for signing up for the forum, and for posting your response to this situation.

I always think it's a good idea to give people a chance to explain their side, in hopes that resolutions can be worked out that make everyone happier.  That's why I contacted you as soon as I saw this post.  It seems like things are working out properly here.

Now that you've joined the forum, why not post a little bit about yourself in the sales zone --> click here!

Stay in touch,
Matthew

 

[Michael Kellough]

Many people feel that the internet is a place of rampant fraud and that ebay in particular is one of the chief venues of scam artists. To the contrary (my favorite position) I've been treated far better on occasion by ebay vendors than I would have been with a similar problem in a brick and mortar store.

Way to go Andrew!

 

[jaegerhund]

I've bought a few tools through Andrew and things went smooth. 

Justin

 

[Samurai Dave]

Sorry for the delay in response but I had to setup a log in account and it has taken several hours to get it.

1st I would like to defend my company by saying that Samurai Dave has never contacted me by phone, email or pigeon to even discuss the problem for that matter. I work 6 days a week and 12 hours everyday so I am not hard to get a hold of. The old catalog had the TS75 come standard with the 55" rail the auction showed the 55" rail as it was never changed by me as I was not aware that it was not brought to my attention until now, but I am a very easy person to get along with and easy to deal with if I am treated with respect and even with the negative responses people have posted about The Utter Guys on this forum I was willing to send Dave a Free 75" rail if he just contacted me at andrewutterguys@yahoo.com. See how easy that would have been to resolve a problem without using negative comments.  Andrew

WOW!  I must say that I completely underestimated Andrew's commitment to the Festool policy of customer satisfaction.  Clearly he wants to ensure that Festool customers not only feel good about their tool, but also about their tool buying experience.  He has certainly restored my faith in Festool support.

A 75" Guide Rail is on its way to me as I write this.  He also FAXed me a UPS tag to return the 55" Guide Rail to him. 

Some of the earlier responses by members indicated that I should have contacted my dealer first before posting a less than satisfactory experience with a Festool purchase.  That is VERY wise counsel.  Andrew has been very courteous, kind and professional.  I'm sure that you will have a similar experience if you make a purchase with him as well.  I have contacted Festool to express my GREAT satisfaction with my first Festool purchase, and the very fine customer support Andrew has provided.

I would like to thank Mathew (FOG Forum Administrator) for his patience and for contacting Andrew for a response.  I would also like to apologize to the members of this forum for this unnecessary "drama".  (A simple e-mail to Andrew would have resolved everything.)  I would also like to apologize to Andrew and Utterguys for any implication of malicious intent.  They are the finest example of Festool's commitment to customer satisfaction.

It has been said that one should always use "sweet" words, because they taste better when you have to eat them...

 

[Matthew Schenker]

Dave,
Don't worry about it.  In the end, it turned out all right.  You got the right tool and Utterguys had a chance to explain their side of the story.  Also, Utterguys joined the forum, so maybe they can also contribute some new ideas.

In my mind, everyone came out ahead in the end.  Of course, I'd rather not take that same route to getting ahead every time!

Matthew

 

[woodshopdemos]

Sorry for the delay in response but I had to setup a log in account and it has taken several hours to get it.

1st I would like to defend my company by saying that Samurai Dave has never contacted me by phone, email or pigeon to even discuss the problem for that matter. I work 6 days a week and 12 hours everyday so I am not hard to get a hold of. The old catalog had the TS75 come standard with the 55" rail the auction showed the 55" rail as it was never changed by me as I was not aware that it was not brought to my attention until now, but I am a very easy person to get along with and easy to deal with if I am treated with respect and even with the negative responses people have posted about The Utter Guys on this forum I was willing to send Dave a Free 75" rail if he just contacted me at andrewutterguys@yahoo.com. See how easy that would have been to resolve a problem without using negative comments.  Andrew

WOW!  I must say that I completely underestimated Andrew's commitment to the Festool policy of customer satisfaction.  Clearly he wants to ensure that Festool customers not only feel good about their tool, but also about their tool buying experience.  He has certainly restored my faith in Festool support.

A 75" Guide Rail is on its way to me as I write this.  He also FAXed me a UPS tag to return the 55" Guide Rail to him. 

Some of the earlier responses by members indicated that I should have contacted my dealer first before posting a less than satisfactory experience with a Festool purchase.  That is VERY wise counsel.  Andrew has been very courteous, kind and professional.  I'm sure that you will have a similar experience if you make a purchase with him as well.  I have contacted Festool to express my GREAT satisfaction with my first Festool purchase, and the very fine customer support Andrew has provided.

I would like to thank Mathew (FOG Forum Administrator) for his patience and for contacting Andrew for a response.  I would also like to apologize to the members of this forum for this unnecessary "drama".  (A simple e-mail to Andrew would have resolved everything.)  I would also like to apologize to Andrew and Utterguys for any implication of malicious intent.  They are the finest example of Festool's commitment to customer satisfaction.

It has been said that one should always use "sweet" words, because they taste better when you have to eat them...

SD,
  I, for one, am delighted that your experience was totally positive once you contacted your dealer. Between dealers and the Festool manageement team, we are all lucky to have such fine people. Customer Satisfaction is job one for them...given the chance.
  Welcome to the Fog.