Should I ask for an exchange?

[Lancelot]

My new MFK 700 (574368) trim router was just delivered.  Unfortunately there are three problems:
1) The Plug-it power cord is missing
2) The MFK 700 handle is scuffed up on the one side and the bottom base has several long scratches
3) The cardboard diagram in the inside top is badly ripped (as was the warranty card and the user manual was a bit mangled)

I could potentially have #1 solved by having the dealer send me the missing cord. But I'm still bothered by issues 2 & 3. I know they do not seem like major things for a power tool. But I'm a little OCD about my tools (especially my Festools given their cost) and take immaculate care of them. My 5 year old heavily used Rotex RO 150 looks like it came off the assembly line yesterday. Heck, you could even eat off my dust extractor. So to have a brand new tool that looks worse than those really bothers me. And since the cardboard liner is a mini user's guide, it's a hassle that part of it is unreadable. (I'm not sure if a replacement for that can be sent as an potential fix.)

When I opened the MFK 700 systainer, everything was in disarray... apparently from the shipping. So that could be the cause of issues 2 & 3... but I can't help shaking the feeling that all three issues add up to my having been sent an open-box/returned item.

So I'm thinking of asking for an exchange on it. Is that reasonable?

 

[Roseland]

Absolutely.  It sounds like it was either a customer return or an ex-demo model.  Either way it shouldn't have been sold as new, and you should have been offered a substantial discount.  Who was the dealer?

Andrew

 

[Wooden Skye]

If you aren't happy with what you bought, return it.

 

[semenza]

My new MFK 700 (574368) trim router was just delivered.  Unfortunately there are three problems:
1) The Plug-it power cord is missing
2) The MFK 700 handle is scuffed up on the one side and the bottom base has several long scratches
3) The cardboard diagram in the inside top is badly ripped (as was the warranty card and the user manual was a bit mangled)

I could potentially have #1 solved by having the dealer send me the missing cord. But I'm still bothered by issues 2 & 3. I know they do not seem like major things for a power tool. But I'm a little OCD about my tools (especially my Festools given their cost) and take immaculate care of them. My 5 year old heavily used Rotex RO 150 looks like it came off the assembly line yesterday. Heck, you could even eat off my dust extractor. So to have a brand new tool that looks worse than those really bothers me. And since the cardboard liner is a mini user's guide, it's a hassle that part of it is unreadable. (I'm not sure if a replacement for that can be sent as an potential fix.)

When I opened the MFK 700 systainer, everything was in disarray... apparently from the shipping. So that could be the cause of issues 2 & 3... but I can't help shaking the feeling that all three issues add up to my having been sent an open-box/returned item.

So I'm thinking of asking for an exchange on it. Is that reasonable?

Hi,

Welcome to the FOG!  [smile]

Sorry it isn't under better circumstances.

    Does the base have a plastic, protective, peel off, film covering?  It can be really hard to tell if it is still on sometimes.

Seth

 

[NiteWalkerGR]

I'd exchange it for the reasons you mention.

 

[Lancelot]

Welcome to the FOG!  Smile

Thanks Seth. I've been a long time lurker... but finally needed to make a post. (I lived in Ithaca for 9 years, so your posts have always caught my attention. I'm in WNY now.)

   Does the base have a plastic, protective, peel off, film covering?  It can be really hard to tell if it is still on sometimes.

There was a small corner piece still attached. But other than that, no film. Do they typically have a protective film?

Who was the dealer?

CPO Outlets. I have always used a different dealer. But I needed to buy the MFK 700 ahead of schedule (budget wise) and therefore wanted to take advantage of 12 months no interest via a marketplace CPO has a presence on.

I'm going to give them a call to see about exchanging it.

 

[Administrator_JSVN]

Lance,

Welcome to the forum.

Sorry to read about the condition of your MFK. As others have suggested, I too would recommend that you contact CPO about getting a replacement. Festool dealers are not supposed to sell used/returned tools, but maybe it was accidentally put in stock from a return.

Feel free to use the one you have until a replacement arrives, especially if you have a time sensitive project.

If you need any assistance coordinating the exchange, let me know.

Shane

 

[Lancelot]

Thanks everyone for the feedback (and warm welcome). I called CPO and the Customer Service rep was very helpful. They are going to cross ship me an exchange.

 

[wow]

Lancelot:

First,  [welcome] to the FOG. Sorry your first post here had to be with a problem, but if it finally motivated you to join it's all good.

I'm sure your problem will get resolved quickly, if it hasn't already. Once you get your replacement machine, please post pictures of whatever you're working on so we can ll enjoy it with you.

OH - I love your character on the 'Bones' TV show.

[big grin]

 

[cvn72]

I've had some bad experiences shopping for festool at CPO and Amazon.  I've always had good experiences with Bob Marino and Tool Nut.  Just FYI.

 

[Throwback7r]

I have had no issues with cpo festool and they are easy to deal on the phone with. I had bad experiences with other dealers.

 

[sancho57]

I never had a issue with Bob or Tom, I also go to my B&M if they got it in stock Ill get it from my B&M. After all if ya dont support them they wont be around when ya need them.

 

[dugums]

I have experienced this a number of times when I have bought Festool. It's too much of hassle to send things back when they seem to work OK, but it sure takes the shine off of the buying experience when the systainer and inserts come damaged, items missing in the box, and tools clearly used.

I can tell you with 100% certainty that either Amazon or Festool sells their returned merchandise - I will not order Festool through Amazon any more - the RO125 I got was missing the sample paper, had scratches all over. The domino systainer and insert were wrecked and had clearly been used, the OF1400 was also clearly used. I think about 80% of the Festool stuff I got from Amazon had issues. I did a little better with Hartville, but the t18 I recently got from them was used (or came out of the factory in rough shape). Luckily I found a semi-local retailer about an hour a way, so I can look at these things before I buy them now, but I hate having to spend that time.

On the upside, I don't care as much the first time I drop them

 

[Administrator_JSVN]

I can tell you with 100% certainty that either Amazon or Festool sells their returned merchandise

We (Festool) do not sell direct. So, we don't sell used tools. And, when we receive a return from a dealer, it is not resold as new. It is always added to our reconditioned inventory, hence the reconditioned tool sale currently being conducted.

Shane

 

[dugums]

Sorry, Shane - I said that wrong. I know you don't sell direct - I have no way of knowing if Amazon is receiving tools that appear to be used from Festool. And the only reason I even thought it was a possibility is when I received a couple of tools in similar condition from a different vendor, Hartville. All said and done, it's a little annoyance, and it actually speaks to the quality I know that Festool bakes in that I usually keep the tools, even if they look used.

So, are your vendors supposed to return the stuff back to Festool that is returned under the 30 day window? Is there any financial advantage for them not follow the program properly?  Just wondering.

 

[Administrator_JSVN]

So, are your vendors supposed to return the stuff back to Festool that is returned under the 30 day window? Is there any financial advantage for them not follow the program properly?  Just wondering.

I won't disclose details of our agreements with our dealers, but our expectation is that if you buy a new Festool product that you should receive a new product.