Tool registration - a word of warning (UK)

[promhandicam]

My CXS packed up before Christmas and I sent it off for repair as it was in warranty. I'd asked that it not be sent back over christmas I was away, but suddenly remembered Monday that I'd still not had it back. Phoned up Festool UK and was told that the reason it hadn't been returned was that it wasn't under warranty. Long story short, although I have two CXS's registered and in warranty, the numbers on the machine I sent back didn't match and according to Festool had never been registered. Not sure how this happened - I think that the tool was registered by the dealer, but just to warn you to check that the s/n on your tools matches the numbers shown in the myMachines section of my Festool on the Festool website.

Please note that this isn't a complaint about Festool UK warranty and service as I've had several machines repaired recently but just a warning that even if you think your tools are under warranty, they may not be.

 

[Wuffles]

Did it get sorted in the end?

Did no-one contact you to let you know that was the case?

 

[jmac80]

Hope you're got it sorted.

MyFestool is all pretty new to me, I decided to register all my own tools so I know it's done and under my account.

One thing I notice though it has a green [1] and mentions there maybe an error?
Anyone else have this or know what it's about?
Here's a pic.

 

[Phil Beckley]

Hi
I will get the 'errors accepted' part clarified and get back to you.
rg
Phil

 

[Wuffles]

I think the [1] is a page number - nothing to worry about.

The "Errors excepted. Accuracy of entries not guaranteed" is something that came from the olden days of print media. E&OE at the bottom of most advert...Errors and Omissions Excepted.

It's a cover your "bottom" as a Company thing.

Of course, E&OE in my reply.

 

[jmac80]

Thanks guys
One last question re myfestool.
Do you register pretty much everything Festool related you buy, like if you bought a heap of quick clamps or a new hose etc or is it just electric tools?

 

[Phil Beckley]

[embarassed]......Cheers Wuffles this is the reason why i prefer Timber [smile]

 

[E30Mark]

Thanks guys
One last question re myfestool.
Do you register pretty much everything Festool related you buy, like if you bought a heap of quick clamps or a new hose etc or is it just electric tools?

Anything with a serial number.

 

[carlb40]

Sorry to hear about this and hope it gets sorted. This is one reason i register items myself as i know they are done.  [smile]

 

[promhandicam]

Quick update. Drill is, I am told, being repaired after I agreed to pay. It is looking like the problem stems from the fact that I initially had a CXS GG which I swapped a day or two later for a CXS plus as it was only a small amount more. I think that probably the original drill was registered but when I swapped them the new drill wasn't. Still worth check though that the serial numbers match up with the registration details - particularly if you have exchanged a tool or received a replacement.

 

[joiner1970]

Quick update. Drill is, I am told, being repaired after I agreed to pay. It is looking like the problem stems from the fact that I initially had a CXS GG which I swapped a day or two later for a CXS plus as it was only a small amount more. I think that probably the original drill was registered but when I swapped them the new drill wasn't. Still worth check though that the serial numbers match up with the registration details - particularly if you have exchanged a tool or received a replacement.

I can't believe festool are making you pay Steve. Surely as it's not your fault it wasn't registered they would fix it as a  gesture of good will.

 

[Wuffles]

Seconded. They know when it was bought don't they?

 

[promhandicam]

Seconded. They know when it was bought don't they?

The impression I get is that as far as they are concerned it was never registered and they only have my word that I only own two CXS's.  : Warren at Bunny's very nobly offered to cover the cost if it was his error, but I don't see why he should be out of pocket, and Phil said he'd be prepared to try and help if anything like this happens in the future. Chris, perhaps the gesture of goodwill will be a txs for me to do a long term test on and see if I can kill that within the warranty period 

 

[Wuffles]

What is the cost out of curiosity?

 

[Doug B]

Really pleased I read this thread.

I registered for a Festool account yesterday just to check my tools are listed & found my DF700 isn't !

I bought this in May 2014 from N&B, I've just found the receipt out as I remembered reading at the time it would be automatically registered on the Festool website, it reads " register your tools on the Festool website  automatically : Yes ".  I took this as meaning they had registered it didn't bother myself.

Am I too late to register my Domino?

Cheers.

Doug.

 

[toolfest.co.uk]

Good Morning

My offer still stands to cover the costs, as this is a super rare situation. We always register tools for customers and this is probably a one-off for us (my fault  [embarassed]).

If you do find you don't have a tool registered, just speak to Festool and ask for help.

Best regards

Warren

 

[promhandicam]

What is the cost out of curiosity?

I paid £63.88 although not sure if this includes return postage as I've still not got it back  :

 

[Wuffles]

How long is the warranty on the repair? Can you register that?

So, if the tool breaks again you're stuffed?

 

[promhandicam]

Final update - I got the CXS back today 33 days after it was collected. The parts replaced were 3 x planet gears, 1 switching ring and 1 gearbox. I sincerely hope that this will be my one and only awful experience with Festool service as I really can't afford to be without a tool for a month and have to pay for the repair to boot.

 

[Wuffles]

How long is the warranty on the repair? Can you register that?

So, if the tool breaks again you're stuffed?

Did you find out about this?