I just received my ts 60 on Friday, tested the anti-kickback per the manual and it does not work as it should. Instead of continuing to run after hitting the kickback button 4 times, the saw stops immediately. Festool Applications told me this is not how the saw is supposed to respond. I was advised by customer service to send my saw in and wait for them to go through it and return it. Is this standard practice on a brand new tool that doesn't work as advertised? It feels like I just purchased a new saw to end up with a refurbished saw once it's repaired.
TS60 Anti Kickback
- Thread starter accavre
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You could return to the dealer that you purchased it from and get a new saw. But, if you ordered online you may have to pay for the shipping back to the dealer. If applicable check with your dealer. If from a local dealer then take it back and get a new one.
Peter
Peter
Thank you. I'm considering it. I ordered it through Rockler, but it shipped directly from Festool. Overall, I'm just very disappointed to get limited support on a brand new tool, my first Festool, and it's not nearly as easy to handle as if I had purchased it from a box store.
six-point socket II
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You bought it from Rockler so that would have been ultimately the first party to contact and get a replacement from - if that is what you want.
You contacted Festool, they said we take care of it. That is in no way limited support. It might not be what you want, though. = Getting an immediate replacement directly from Festool.
And you don't end up with a refurbished saw, you end up with a (maybe even the same) new saw that will then work as intended.
That you didn't buy it local (box store or not), is not Festool's fault.
Kind regards,
Oliver
You contacted Festool, they said we take care of it. That is in no way limited support. It might not be what you want, though. = Getting an immediate replacement directly from Festool.
And you don't end up with a refurbished saw, you end up with a (maybe even the same) new saw that will then work as intended.
That you didn't buy it local (box store or not), is not Festool's fault.
Kind regards,
Oliver
Crazyraceguy
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It's going to sound hypocritical, coming from a guy who imported his TS60 from England, but this is the "perfect storm" reasoning for buying from your local dealer ....especially in the US.
The price is the same from everyone, so there is no advantage one way or the other, but within that 30 day return policy, you could get another one. Take it back, no questions asked, purchase a different one.
"Refurbished/repaired" by Festool, even from day-one, is still new in their eyes and the 3 year warranty still applies. That's better than most.
The price is the same from everyone, so there is no advantage one way or the other, but within that 30 day return policy, you could get another one. Take it back, no questions asked, purchase a different one.
"Refurbished/repaired" by Festool, even from day-one, is still new in their eyes and the 3 year warranty still applies. That's better than most.
alltracman78
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accavre said:
I would think you would get the same saw you sent in for repair returned to you.
In which case it wouldn't really be a refurbished saw (at worst in name only). It's still brand new, with the malfunctioning part replaced.
Crazyraceguy said:
You imported before it was available. That's a whole different thing.
I'm with you. I buy new from a local guy as much as I can instead of online. That's reserved for something I want/need quick he doesn't have in stock.
Better than buying used too IMO. 15 Min away, warranty, returnable, and generally not that much more than used prices when you factor in travel time/gas and condition of tool.
woodbutcherbower
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Agree with all of the above. Much of my equipment has been purchased from a bricks-and-mortar store (ProTrade in Derby) which is a 30-minute drive away. They’re main dealers for many of the top brands including Festool, Mafell, Makita, Fein and Milwaukee. I pay a little more than I would do if I were buying online, but having those guys right there on the occasions I’ve needed them has been gold. They also have a top-quality repair department staffed by switched-on guys who can fix almost any brand of tool.
Update:
I bought the saw online from Rockler because nobody in the area, at least that I know of, had one in stock at the time. Rockler and Woodcraft didn't and the one small saw shop I called didn't have any either.
As for customer service at Festool:
One of the worst customer service experiences so far. I returned the saw with Festool receiving it on Wednesday the 31st. I was updated on their website that it was being looked at on Friday morning. On Friday afternoon the website just showed as it being dropped off again. I waited until yesterday at 3pm to call and get an update - customer service couldn't tell me what was going on. I just called back in and got told that the electronics in the saw were defective and that they were awaiting parts that got in yesterday or today. I don't know when I'll have the saw back, but they will not send a replacement saw. They also claimed that someone attempted to contact me, in what manner was not noted, but I have no emails or calls from Festool beyond the email on Feb 2nd saying the tool was with a tech.
Given what I hear about Festool, I'm absolutely floored by this. I get everyone saying that a repaired Festool saw should be just as good as a new one, but when it's defective out of the box, I expect more. Am I really being that unreasonable?
I bought the saw online from Rockler because nobody in the area, at least that I know of, had one in stock at the time. Rockler and Woodcraft didn't and the one small saw shop I called didn't have any either.
As for customer service at Festool:
One of the worst customer service experiences so far. I returned the saw with Festool receiving it on Wednesday the 31st. I was updated on their website that it was being looked at on Friday morning. On Friday afternoon the website just showed as it being dropped off again. I waited until yesterday at 3pm to call and get an update - customer service couldn't tell me what was going on. I just called back in and got told that the electronics in the saw were defective and that they were awaiting parts that got in yesterday or today. I don't know when I'll have the saw back, but they will not send a replacement saw. They also claimed that someone attempted to contact me, in what manner was not noted, but I have no emails or calls from Festool beyond the email on Feb 2nd saying the tool was with a tech.
Given what I hear about Festool, I'm absolutely floored by this. I get everyone saying that a repaired Festool saw should be just as good as a new one, but when it's defective out of the box, I expect more. Am I really being that unreasonable?
Based on my causal reading in this forum, it seems there're pretty much just two kinds, or may I say, extremes of customer service offered by Festool: One that's disappointing and unsatisfactory like the one you paint here, or one that's exemplary and beyond the call of duty.
If you ask me, I'd prefer the one that's consistent, reliable and overall satisfactory, not the one that swings from one extreme to another. I thank my lucky stars that all my Festool machines (including the "infamous" EB Kapex) have been working well since day 1. The last thing I want is to have to send any one of them in for service!
If you ask me, I'd prefer the one that's consistent, reliable and overall satisfactory, not the one that swings from one extreme to another. I thank my lucky stars that all my Festool machines (including the "infamous" EB Kapex) have been working well since day 1. The last thing I want is to have to send any one of them in for service!
Yeah not at all impressed with 1, they didn't do acceptable QC on the saw before shipping it to me and 2. their response to a DOA product is incredibly garbage. I'm likely going to go with another brand. If I had used this saw and then it broke, I would have no problem with their response. This saw was garbage out of the systainer. Imade 3 practice cuts with it. Not at all what I expected to experience. I get better customer care out of much cheaper brands. If I wanted Ryobi customer service I would have purchased the Ryobi track saw.
mino
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Actually he is very much unreasonable.Lincoln said:
The OP chose to take advantage of the all-inclusive service coverage instead of returning within 30 days and purchasing another unit.
That is equivalent to telling Festool "please repair my tool if possible".
Now, on topic:
[member=81325]accavre[/member] if you are unhappy how Festool tried - to their best ability - to repair a tool you asked them to repair, then you still have the 30-day return option and can send it back once you get it shipped to you. No questions asked.
Absolutely with your overall point. However, here that is not applicable really.ChuckS said:
The main complain seems to be a new saw was not shipped when the customer requested his saw is repaired. If anything, there was a basic misunderstanding of a difference between "sending for service" and "returning the merchandise". Whatever caused that misunderstanding, the only thing Festool could do better here was actively push the customer to a 30-day return which, frankly, would be weird.
Then, as for the communication, the clerk could have a guidance of "if within 30 days product is sent in, and is confirmed faulty, offer a replacement for a new one (which may take longer than the repair)". That is about it. It would not have any material effect - the customer would get the exact same value back - but it can provide some "feel good" psychologically as a "sorry".
Also, from OP comments it seems to be he is conditioned to the low-quality products shipped by most other brands and operates from there.
Thus not understanding that a saw with a faulty part replaced is *not* a "refurbished saw" as far as the actual physical state of affairs goes. Festool tools are MADE TO BE SERVICED which not the case with most other brands ...
That is an equivalent to stating that a car with a replaced ECU is a "refurbished car. It is not. And neither is a saw serviced after three cuts. It is a "serviced" product. Something very different. Albeit in the Festool case - thanks to how high a standard they have for "refurbished" there are not many practical differences.
I will add other brand issue. I literally had a brand new router spindle overheating under no load (apparently a bad bearing). I had the manufacturer service center send me away with a comment "yeah, it is a bit hot, when it fails (ed. in my face ?) sent it in and we will replace or fix". I still have that in writing ... now that is some bad service, some would argue even illegal. Not just some miscommunication like here.
[member=61254]mino[/member] I don't think it's unreasonable to have them confirm that there was a problem with the saw, and that's the discussion I had with them before sending it in. Nor do I think it's unreasonable to follow the path that festool
asked me to. Given the experience, their lack of communication, and everything else I will likely return the saw. That would be unnecessary if they had taken care of this appropriately.
asked me to. Given the experience, their lack of communication, and everything else I will likely return the saw. That would be unnecessary if they had taken care of this appropriately.
mino
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What I meant is that by triggering the "service path" one is effectively - and possibly without realising it - asking for a "service" action which is completely separate from "return as I do not like my item".accavre said:
This a common problem of remote communication where often the first responder picking the phone does not "interrogate" the customer (some custs do hate that).
If at a dealer, he would most likely just advise to do a return and give the customer a different unit. But that would happen outside the "service" or "return" paths so mostly the Festool (service) reps also not being salesmen would not think like that.
Hope I am making some sense.
I do not think you did anything wrong. And sure Festool clerk could have been better at his communication skills. Just that
As for the real situation, I mentioned the car analogy above not to belittle your points.
Instead it was to illustrate the whole Festool "world" is more geared along the car industry with 20+ years tool lifetimes being the norm as oppossed to the contractor tools with 3-5 years lifecycles assumed by the makers. This transcends across everything, including how Festool approaches tools service/repair.
Is that "enough" to have you like Festool. No idea. Just believe it needed to be said. The Festool ecosystem is "the weird one" on this. At least in the mass market.
