Tool Return

[w802h]

I had a bad experience and decided to return a tool within the 30 day window after purchase.  Is it normal for the dealer to withhold the refund until they see their credit from Festool?

 

[GavsterUK]

In the UK The conditions state:

"the Festool dealer is entitled to refuse a reimbursement until the case has been reviewed and approved by us"

Its also only 15 days in the UK.

Hope this helps.

 

[chrisrosenb]

This what the FestoolUSA site says about refusal to refund.

In justified cases where the machine has been subject to above-average wear, the Festool dealer is entitled to refuse a reimbursement until the case has been reviewed and approved by us.

 

[w802h]

Thanks.  Only an hour use on this tool, so I'll be patient.  My bad experience was with a repair of another tool.  According to Festool at 150 hours of service time, a Rotex needs a full overhaul that my dealer charged me $336 for.  At the same time, the problem that I sent the tool in for was ignored.  I've decided after a polite conversation with Festool that the service life vs cost of the tool are not cost effective and having a back-up that won't get full use during its warranty period was a poor business decision.  By waiting, I can take advantage of advances in tool technology and competition when the need next arises. 

Also, not all dealerships are the same and I will now drive over an hour more each way to buy all my tools.  Last time I did the drive, their salesman steered me towards and saved me 200 on a Makita version of the Planex that was cordless - no tangles and fit my limited drywall needs perfectly!  That said, tools like the EC sander and the Dominos are fantastic and among my favorites to use. 

 

[semenza]

Thanks.  Only an hour use on this tool, so I'll be patient.  My bad experience was with a repair of another tool.  According to Festool at 150 hours of service time, a Rotex needs a full overhaul that my dealer charged me $336 for.  At the same time, the problem that I sent the tool in for was ignored.  I've decided after a polite conversation with Festool that the service life vs cost of the tool are not cost effective and having a back-up that won't get full use during its warranty period was a poor business decision.  By waiting, I can take advantage of advances in tool technology and competition when the need next arises. 

Also, not all dealerships are the same and I will now drive over an hour more each way to buy all my tools.  Last time I did the drive, their salesman steered me towards and saved me 200 on a Makita version of the Planex that was cordless - no tangles and fit my limited drywall needs perfectly!  That said, tools like the EC sander and the Dominos are fantastic and among my favorites to use.

Was the overhauled Rotex still under warranty?

Seth

 

[AlexThePalex]

My bad experience was with a repair of another tool.  According to Festool at 150 hours of service time, a Rotex needs a full overhaul that my dealer charged me $336 for. 

Amazing that only 150 hours of use would need a complete overhaul of the sander. Mine is 12 years old and I think I got at least 20 times as much hours out of it by now, and it still does not need service. I've not had to open the tool one single time yet, all I ever did was replace a few worn pads, and the pad brake 3 times.

Also amazing that a problem with this tool makes you return another.

 

[squall_line]

My bad experience was with a repair of another tool.  According to Festool at 150 hours of service time, a Rotex needs a full overhaul that my dealer charged me $336 for. 

Also amazing that a problem with this tool makes you return another.

I read that as saying that he returned Tool #2 not necessarily because of the problem with the sander as much as his feeling about support from the dealer and/or Festool. 

I'll be honest, if I ran into a similar experience and was still within my return period, I would have to think long and hard about keeping a newer tool, especially if I felt like I would get the same runaround later on support for the new tool.  Sort of a "fool me once, shame on you, fool me twice" scenario.  I might even return a tool to a dealer that was giving me horrific service just to turn around and buy it again from someone who would provide me better service.

I haven't actually done that specifically, but I've done similar with cars and bikes while they were in a shop.

 

[GavsterUK]

Thanks.  Only an hour use on this tool, so I'll be patient.  My bad experience was with a repair of another tool.  According to Festool at 150 hours of service time, a Rotex needs a full overhaul that my dealer charged me $336 for.  At the same time, the problem that I sent the tool in for was ignored.  I've decided after a polite conversation with Festool that the service life vs cost of the tool are not cost effective and having a back-up that won't get full use during its warranty period was a poor business decision.  By waiting, I can take advantage of advances in tool technology and competition when the need next arises. 

Also, not all dealerships are the same and I will now drive over an hour more each way to buy all my tools.  Last time I did the drive, their salesman steered me towards and saved me 200 on a Makita version of the Planex that was cordless - no tangles and fit my limited drywall needs perfectly!  That said, tools like the EC sander and the Dominos are fantastic and among my favorites to use.

Interesting, we primarily concentrate on the flooring industry hence the Rotex is one of our most commonly sold Festool products..we also operate our own repair shop for out of warranty work.
Our customers give their Rotex's a pretty tough life edging floors etc so I'm very surprised to hear this. We can count on one hand the amount of Rotex ever sent in under warranty most would be well over 5 years old before they require any work we are regularly working on 10 even 20 year old tools.

 

[w802h]

No, the Rotex was probably 8 yrs old.  I rarely use it, since it throttles me too much!  I use it only in gear driven mode, except for when my body needs a break after a couple hours - then I switch to orbital.  I was sanding a pine floor.  I favor the EC, which I lost for repair for about a month last year.  It cost me more than 200 for a new plug-it cord and broken prongs removed from the tool body.  The tool is mostly used in a shop environment and plug-it never disconnected, and it also was out of warranty.  I really missed that sander and given my experience with the repair time, earlier issue, and the limited availability of replacements, I purchased a second EC when I sent the Rotex in this year.  I finished the job under deadline with my old EC and used my new EC with a hard pad in my shop for an hour.

My issue was I couldn't change the pad on the Rotex; the spindlelock would not engage.  I only authorized my dealership to make this repair and install a new pad.  When the tool returned with a new pad, but a spindlelock that wouldn't engage, Festool service had us send the tool back again.  A few days later, to my great embarrassment, I was told that the sander needs to be in Rotex mode to lock the spindle.  A follow-up call with Festool insisted on the necessity of the repair and stood behind their communication with the dealership about the repair work.  They did have documentation about the spindlelock complaint and were unable to share what was done to address it.  I'm happy that the Rotex does run a little smoother now albeit at a high cost. 

I will add that I'm grateful for those who have put out supplemental manuals, particularly for the Domino, which has greatly increased my understand of the tools I use and own. 

 

[semenza]

I think it sounds like you should deal directly with Festool for your repairs. You should have received a full estimate for the repair cost from Festool before the work was done. At the very least the dealer should have informed you so that you could make a decision.

Seth

 

[Paul_HKI]

That sounds like pretty awful service alright.  I'd get onto Festool directly to enquire about the estimate/approval process used.  If they issued an estimate to the dealer for overhaul, but that wasn't communicated to you, I imagine they'll want to investigate further.

I'm glad I have access to some great dealers here in Finland and can easily visit FTT's location near Helsinki for parts/repair service.  They've yet to provide me with anything less than superb service.  In your situation I'd insist the dealer should have advocated for you, but their failure to do so would raise doubts about them, rather than the manufacturer.  Take it up with Festool USA and let them dig into it further. 

 

[Thompmd]

The first and only Festool I bought used sold me a defective tool(ps420). No way he couldn’t hVe known when he sold it. He was actually a user on here. I took the tool to the Lebanon facility which is 40min from my house and they took the tool for repair and called me a couple hours later and said it would be about $170 to repair and I authorized.

I would be upset if they charged me $336 without so much as a call? I always tell people to spend my money the same as you would yours.

Funny story about my first trip to Festool, as I walk up to the door to go in, Sedge opens the door and invites me in. He was teaching a class for dealers that day.  I said to him that I was new, needed a repair and he helped me start the process. He introduced me as “his new best friend lol” and then went and got me a hat, tshirt notepads etc in a little bag...... I spent $10-$-15k on Festool in 2020(my first year). I think he sprayed something on that bag!!!

Beware of the bag!!

 

[w802h]

There's plenty of blame to go around including myself.  I authorized $315 (they added tax) to get to 336 for the spindle lock repair and a new pad.  The dealership passed over telling me that there would be motor parts, bearings, brushes, and a pad brake included in the repair, maybe because I was clear I didn't want such a repair. 

I firmly believe now that if the pad had failed in Rotex mode or I had known that switching the tool to Rotex mode was necessary to engage the spindle lock, the pad would have changed properly and I would not have sent it in for repair.  No one at the dealership or Festool was able to solve this primary issue.  The sander was working fine; yes, it is a little smoother now.  While I believe the repair they did was not necessary, Festool told me it was necessary at 150 hours and that their work was wear related.  That's when I made the assessment on tool life/cost and decided to return to new EC. 

 

[Rick Herrick]

Funny story about my first trip to Festool, as I walk up to the door to go in, Sedge opens the door and invites me in. He was teaching a class for dealers that day.  I said to him that I was new, needed a repair and he helped me start the process. He introduced me as “his new best friend lol” and then went and got me a hat, tshirt notepads etc in a little bag...... I spent $10-$-15k on Festool in 2020(my first year). I think he sprayed something on that bag!!!

Beware of the bag!!

Thats kinda cool, good story to hear.

 

[peter halle]

Funny story about my first trip to Festool, as I walk up to the door to go in, Sedge opens the door and invites me in. He was teaching a class for dealers that day.  I said to him that I was new, needed a repair and he helped me start the process. He introduced me as “his new best friend lol” and then went and got me a hat, tshirt notepads etc in a little bag...... I spent $10-$-15k on Festool in 2020(my first year). I think he sprayed something on that bag!!!

Beware of the bag!!

Thats kinda cool, good story to hear.

I have the opportunity to visit Festool USA [member=101]Festool USA[/member] countless times going back to 2009.  It has always been an experience that left me feeling good many, many days afterward.  I still remember each one.

When we all hopefully get past the stuff that is going on that precludes personal interaction I know that those in Lebanon Indiana as well as all other Festool offices in the world will be so happy to see us, the users of their products face to face once again.

Once safe, I would hope that Festool as an organization, would start up internal discussions about having more public face to face events even up to the scale of the previous Connect events with modifications.

Peter

 

[dmccririe]

.

Funny story about my first trip to Festool, as I walk up to the door to go in, Sedge opens the door and invites me in. He was teaching a class for dealers that day.  I said to him that I was new, needed a repair and he helped me start the process. He introduced me as “his new best friend lol” and then went and got me a hat, tshirt notepads etc in a little bag...... I spent $10-$-15k on Festool in 2020(my first year). I think he sprayed something on that bag!!!

Beware of the bag!!

Everyone that Sedge meets is his new best friend.  He is an extraordinary ambassador for Festool...and a really genuine person to boot.

 

[Thompmd]

1000% Peter!!! I hope they do and I hope we’re all able to attend, forgive me for not knowing what they’re called exactly but Festool has some kind of road show ? I’d love to attend. Wouldn’t it be Cool if they rented some type of giant Tent, food,etc and all of their “besties” can attend and they could demo, display etc.

I agree about Sedge, incredible ambassador!

....at the same time we met and talked I told him about this being my first purchase , experience etc.( at that time I believe I had the jigsaw, TS75 and a couple rails. I asked him about end user classes(they didn’t have) and he said he was going to be in the shop getting it Set-up for some online videos and an upcoming class and if I wanted to stop by he’d be happy to show me how to use those tools. I absolutely will do that!!! How cool is that!! No one does that!!

I a dinosaur but that meant the world to me!! I won’t buy anything else. He’s even offered to come up to my shop!

World Class in my eyes

 

[peter halle]

1000% Peter!!! I hope they do and I hope we’re all able to attend, forgive me for not knowing what they’re called exactly but Festool has some kind of road show ? I’d love to attend. Wouldn’t it be Cool if they rented some type of giant Tent, food,etc and all of their “besties” can attend and they could demo, display etc.

I agree about Sedge, incredible ambassador!

....at the same time we met and talked I told him about this being my first purchase , experience etc.( at that time I believe I had the jigsaw, TS75 and a couple rails. I asked him about end user classes(they didn’t have) and he said he was going to be in the shop getting it Set-up for some online videos and an upcoming class and if I wanted to stop by he’d be happy to show me how to use those tools. I absolutely will do that!!! How cool is that!! No one does that!!

I a dinosaur but that meant the world to me!! I won’t buy anything else. He’s even offered to come up to my shop!

World Class in my eyes

You won't go wrong dealing with the trainers at Festool USA.  I know that Sedge gets the most attention, but then you have [member=47173]Brent Shively[/member] .  He has been working behind the scenes and learning and helping out for 10 or 11 years now.  He worked his way up thru the system which is slow and engineered.

I have watched probably all of the videos they have posted on the internet in various formats, and actually some that I feel more resinate to users here have come from Brent.  He is darn good at what he does!

Two rock stars in my mind!

Peter

 

[Pompeio]

Although not a Festool employee, Greg Paolini, does a fantastic job giving Festool classes in North Carolina. 

 

[sancho57]

Both Greg and Brent are very good instructors. I met Brent and I went to one of Gregs classes. Both are very good. They both seem to have real world experience I know Greg does. I really enjoy Brents videos and have watched them numerous times....