Trying to purchase a TS 55 REQ saw

[PA_Woodworker]

August 1 2016 CPO, Georgia, sent the TS 55 REQ saw I ordered. The plastic insert in the bottom of the Systainer was broken in multiple places - the order was returned - CPO does not allow partial returns.
Two days later CPO sent the first replacement TS 55 REQ - Same damage plus the foam locater attached to the lid of the Systainer was split and there was much evidence of the saw moving around inside the box. The order was returned.
Shortly thereafter a third saw was sent - same damage, broken Systainer insert tray. The order was returned
Three tries and all damaged. I can't help but wonder if CPO has a pallet of these saws that were damaged in transit from Festool to the CPO warehouse.
Today, 8/16, I went to the local Woodcraft store in Harrisburg, PA with the intent of buying a TS 55 REQ. Looked at two saws - both had broken Systainer insert trays. I asked the manager at Woodcraft when he would be getting some new saws - he stated that he'd have to sell what he has before he orders new inventory. Hmmmm he's willing and wants to sell damaged goods - not sure I want to deal with that store.
That's five saws and all had damage to the Systainer insert tray and other damage as noted above.
First - it appears to me that the method of holding the saw in the Systainer needs some thought. I noticed that the other two track saw offerings are located/held in the Systainer using a molded foam insert - any chance that method will trickle down to the TS 55 REQ?
Second - any suggestions as to where I may obtain a TS 55 REQ and not have to deal with the damage as noted above would be much appreciated.
Thanks - PA Woodworker
Phone: 717-933-2109

 

[copcarcollector]

I was under the impression that one could get a replacement Systainer insert pretty easily from Festool USA. Not sure if they would charge you being that the saw is brand new.

Try Tool Nut or Bob Marino. I think if you brought this issue to their attention, if it happened for the sixth time, they would help you more than just having you send the whole thing back...

I understand the cost thing, and wanting everything to be perfect, but if you are only talking about damage to the Systainer insert, any of the five saws you looked at would probably have worked just fine, and you could sort out the insert issue with Festool. Just my 2 cents there--

 

[PA_Woodworker]

The movement of the saw within the Systainer must have been initiated by quite a blow to the packaging to break the liner tray - that fact made me wonder if the saw was OK - bearings etc. That's why the orders were returned.

 

[Wooden Skye]

I agree with copcarcollector and go through toolnut or Bob Marino.  If you want to go local, the woodcraft in Allentown, PA seems in my experience to be the best festool dealer, when talking about woodcraft specifically.

 

[copcarcollector]

The movement of the saw within the Systainer must have been initiated by quite a blow to the packaging to break the liner tray - that fact made me wonder if the saw was OK - bearings etc. That's why the orders were returned.

Understandable, and probably a good reason for you to find a local dealer where shipping damage may be less, or not based on what you found at your local Woodcraft. I hope that you get this sorted out to your satisfaction-

 

[DrD]

[member=44318]PA_Woodworker[/member]

Sorry you're have issues.  I highly recommend Bob Marino; his packaging will withstand most anything up to a direct hit by a cruise missle.

Best wishes,

DrD

 

[Holmz]

[member=44318]PA_Woodworker[/member]

Sorry you're have issues.  I highly recommend Bob Marino; his packaging will withstand most anything up to a direct hit by a cruise missle.

Best wishes,

DrD

This defies logic if the saw is bouncing in the systainer, or if the shipment of Systainers from Eu -> US resulted in the damage. In either case Bob can only assure that the part left intact, and he cannot ensure that it arrives intact without some spectacular packaging inside the systainer.

For so many of these to be broken is either reflective of a poor design, or that the expectations of the consumer that the part should not crack are too high.

The movement of the saw within the Systainer must have been initiated by quite a blow to the packaging to break the liner tray - that fact made me wonder if the saw was OK - bearings etc. That's why the orders were returned.

From a Bayesian mathematics perspective, the probability that the saw's bearing is damaged should be ~zero when the plastic is intact.
The probability of the bearing damaged when plastic is broken is higher, but by almost nothing. It is still just about zero.
If the systainer was broken and/or the case was damaged then the probability gets higher.

 

[Shane Holland]

Wow, sorry to hear about your bad experience.

For what it's worth, the plastic inserts do sometimes get damaged in transit in defense of other dealers. However, it should be a rarity if properly packaged. We do use plenty of extra packaging in the Systainer and outside of the Systainer to protect our shipments.

In the very, very rare event that there is a damaged insert received by a customer, we simply send a replacement. Easy, simple, fast solution to make the customer happy with as little effort as possible.

We're only a state away, so I'd bet you get it the next day with ground shipping.

Thanks,
Shane
shane@toolnut.com

 

[TylerC]

Sorry for your trouble on this. I'm sure that's incredibly frustrating.

Although some damage will happen on occasion, we don't have reports of this happening on a consistent basis with the TS 55. I'll reach out to CPO and see if there's an issue with their shipment of tools.

Thanks for making us aware.

 

[RKA]

Wow, sorry to hear about your bad experience.

For what it's worth, the plastic inserts do sometimes get damaged in transit in defense of other dealers. However, it should be a rarity if properly packaged. We do use plenty of extra packaging in the Systainer and outside of the Systainer to protect our shipments.

In the very, very rare event that there is a damaged insert received by a customer, we simply send a replacement. Easy, simple, fast solution to make the customer happy with as little effort as possible.

We're only a state away, so I'd bet you get it the next day with ground shipping.

Thanks,
Shane
shane@toolnut.com

Just to piggyback on this.  One of the criticisms I have of Festool is the packaging of the contents in the systainers aren't designed to withstand the abuses of shipping agents.  Things pop loose and rattle around a inflicting more damage on the tools.  Sometimes it's cosmetic, sometimes more.  Either way it hurts because you're paying a premium for these tools and accessories.  The good vendors do exactly what Shane describes above.  They open the systainer and put additional cushioning inside the systainer.  I like CPO, but they are huge, like Amazon.  They just can't add that personal touch on the odd tool that requires it.  In my experience, places like Tool Nut, Hartville, Bob Marino, etc., know these tools well enough to know where the problems lie and proactively take steps to prevent unnecessary inconvenience to you.

 

[Holmz]

Three tries and three fails indicates that it is not a rarity, or that statistically it is pretty unlucky.

Basically the inserts are crap, and you are buying the saw more for the saw than for the box and the black inserts.
Or you are paying way too much for the insert.

 

[PA_Woodworker]

In closing out this forum topic I wish to express my sincere appreciation to all who responded to my posting with suggestions and/or assistance in my quest to obtain a Festool Track Saw.
Especially I am thankful for the support provided by the team at ToolNut – Shane, Douglas and Matthew exemplify those qualities that business schools talk about when describing “superior customer service”. They exceeded the norm to make sure my shopping experience with the ToolNut organization was a successful one.
Thanks guys !  [big grin]

 

[Shane Holland]

Thanks for posting the follow up.

Glad we were given the opportunity to help you out and that our team was able to meet your expectations.

Enjoy the new saw (finally)!  [big grin]

 

[Cheese]

In the very, very rare event that there is a damaged insert received by a customer, we simply send a replacement. Easy, simple, fast solution to make the customer happy with as little effort as possible.

Whoa, enough of that stuff Shane...your approach is much too simple and makes way too much sense.