Venting on a company's forum

[Kev]

I SO WISH the TS75 came with  1900 in Oz ... nope, a 1400. Yeh, pretty silly.

The hype through to "issue" of the TS55REQ has obviously go under the skin of US Festool customers. To my knowledge there's similar issues here in Oz, but no action to advise as far as I have been made aware.

Although the message may be getting a little annoying to some, I must say I really admire Festool US's customer service attitude ... Yes, it's pretty good here in Oz too, but I think the US has it nailed.

 

[GhostFist]

I gotta say I'm a little peeved at the midi exchanges at least how they're handled here. I'll be without vac for a week with this exchange.

 

[EV]

I'm would like to know a little bit more about he TS55 issue. I'm from UK and do poses a latest TS55REQ. Can some one please explain the issue in more detail please.

Thank you

EV

 

[Ta2ude]

I gotta say I'm a little peeved at the midi exchanges at least how they're handled here. I'll be without vac for a week with this exchange.

They did allow me to keep my Midi until my CT26 arrived, they just took my credit card number in case I didn't return the Midi.

The thing that bothers me about the Midi "recall" is it wasn't a result of a mechanical failure, it was a result of Festool selling a tool in Canada that they obviously knew didn't meet Canadian standards but they chose to sell  here anyways. They have many other tools that they don't sell here  in North America for similar reasons, so why did they choose to sell the Mini and Midi here anyways ? The requirements are nothing new for any company that sells it's products internationally and it is for this reason alone that I believe a full refund should have been an option.

 

[L.Alexander]

Sorry to  ask this question and I hope all don't mind, I'm new to the forum but have a  2 year background with festool equipment that keeps growing stronger. May I ask if the issue surrounding the TS55 or other items within this matter are effected within the UK, As I'm observing  comments on the thread primarily throughout the USA and Canada.

This is just so I know if I need to act on anything here-in.

Cheers.

lew

 

[Paul G]

I'm would like to know a little bit more about he TS55 issue. I'm from UK and do poses a latest TS55REQ. Can some one please explain the issue in more detail please.

Thank you

EV

It seems that any technical discussion here about the 'why' results in thread closure.

 

[Paul G]

Sorry to  ask this question and I hope all don't mind, I'm new to the forum but have a  2 year background with festool equipment that keeps growing stronger. May I ask if the issue surrounding the TS55 or other items within this matter are effected within the UK, As I'm observing  comments on the thread primarily throughout the USA and Canada.

This is just so I know if I need to act on anything here-in.

Cheers.

lew

From my understanding it is strictly a North America thing.

 

[Julian Tracy]

Its not been mentioned here, but if you send it back, do they require the systainer?  I have the new saw and it does seem a bit sticky on the "up-plunge", but going to the 75 would require a huge investment in new blades as well as taking some ofthe beauty out of using the saw with the mft table.

I'm in no rush to figure it out as i also still ave the TS55.

Jt

 

[L.Alexander]

Thank you Paul G for your kind response, much appreciated.

I've been in situations with other manufactuers where poor support drove me mad, Festool in the UK has saved my life already a couple of times on technical problems and I couldn't be without my good friends at festool UK and an amazing and loyal rep who has me in stitches whenever we meet up.

Glad to be on here and it's only my first day on this board lol.

lew

 

[L.Alexander]

Its not been mentioned here, but if you send it back, do they require the systainer?  I have the new saw and it does seem a bit sticky on the "up-plunge", but going to the 75 would require a huge investment in new blades as well as taking some ofthe beauty out of using the saw with the mft table.

I'm in no rush to figure it out as i also still ave the TS55.

Jt

Hi there, Here in the UK, I've sent 2 sanders in for annual service and sent them with the systainers as they had asked for that to save on packaging costs, now the company collecting the machines damaged a case in transit but thankfully festool replaced the systainer very quickly direct from Germany, so I've got to say to my guys a great many thanks.

I use the TS75 when batch cutting boards that require more performance and depth, other than that my TS55R is a real beauty. just one of the many  babies in my workshop, for a single guy no kids, no mrs, these are my babies, the whole festool setup. taken great care of and  given plenty of love and care. sounds daft but my guys at festool know what I'm like lol.

good luck with your endevours with the saw. if your 55 is sticking on the up cut, return it as a service and they'll strip it down, clean it and replace what parts they need to, your saw will be tested and sent back to you. you'll be just fine.

lew

 

[Paul G]

Its not been mentioned here, but if you send it back, do they require the systainer?  I have the new saw and it does seem a bit sticky on the "up-plunge", but going to the 75 would require a huge investment in new blades as well as taking some ofthe beauty out of using the saw with the mft table.

I'm in no rush to figure it out as i also still ave the TS55.

Jt

My exchange went as follows: After calling and providing my CC #, I received a ts75 a few days later (in its taller systainer) along with a return shipping label and I then placed my ts55req w/ systainer into the same cardboard box, added some stuffing for the extra space and took it to the UPS store. If you have questions about sawblades ask them.

 

[fastbike]

Given the way they go out of their way in customer service, do you really believe what you wrote?

. . .
The thing that bothers me about the Midi "recall" is it wasn't a result of a mechanical failure, it was a result of Festool selling a tool in Canada that they obviously knew didn't meet Canadian standards but they chose to sell  here anyways.. . .

 

[CarolinaNomad]

Given the way they go out of their way in customer service, do you really believe what you wrote?

. . .
The thing that bothers me about the Midi "recall" is it wasn't a result of a mechanical failure, it was a result of Festool selling a tool in Canada that they obviously knew didn't meet Canadian standards but they chose to sell  here anyways.. . .

The midi has been on the market for over a couple of years in Canada and Canada is now disapproving a dust collector?  Seriously, a dust collector?  BusyBee is still selling Craftex dust collectors? Who would have thought that it would have been disapproved and it would take two or more years to make a decision.  I blame Canada not Festool.  I can't believe a dust collector was disapproved.  Especially one that worked with no problems.  Whatever, my CT 26 is being delivered on Tuesday. 

 

[Ta2ude]

Given the way they go out of their way in customer service, do you really believe what you wrote?

. . .
The thing that bothers me about the Midi "recall" is it wasn't a result of a mechanical failure, it was a result of Festool selling a tool in Canada that they obviously knew didn't meet Canadian standards but they chose to sell  here anyways.. . .

Absolutely I believe what I wrote.
They don't sell a TS55 table insert in Canada because they know it doesn't meet Canadian standards. They sold Midi's and Mini's in Canada knowing they didn't have proper safety approval.  I believe a refund should be an option. Then YOU have the choice to buy a tool that suits your needs and that tool may or may not be a CT26.

 

[duburban]

trying to sell products internationally must be a giant headache. imagine if that energy was put into R and D ?!...

 

[Mike B]

Colour me sceptical but in regards to this being a NA-only issue I would say if it was, it only relates to NA's culture of liability.

Dollars-to-donuts the physical/design issue is the same around the globe. Will be interesting to see how it's handled here in Australia or in Europe.

 

[Kev]

Colour me sceptical but in regards to this being a NA-only issue I would say if it was, it only relates to NA's culture of liability.

Dollars-to-donuts the physical/design issue is the same around the globe. Will be interesting to see how it's handled here in Australia or in Europe.

Umm ... like this?

http://www.woodworkforums.com/f58/unexpected-problem-ts55-173770/

 

[Jeff R]

This is mainly for Shane.

It's been almost 8 weeks since the TS55REQ recall was first mentioned here.  I'm starting to re-think my initial decision to keep my saw and wait.  I thought the fix would have been announced by now.

I think I know the answer, but can you throw us some kind of bone here?  Is it going to be a few days, a few weeks, a few months, longer?

Thanks,

~ Jeff

 

[Administrator_JSVN]

Jeff,

I have to reiterate that it's important that you and anyone else with a TS 55 REQ stop using it immediately and contact us to arrange for repair, replacement or refund.

I assure everyone that the second that I have additional information to share, I will proactively do so. We are following the requirements and procedures set forth by the CPSC.

My hope is that this will be expedited by the CPSC and we will have everything resolved soon. I do not currently have a timeline to share and anything I would say would be speculative.

Shane

 

[Jeff R]

Thanks, Shane.

You let it slip that Festool is trying to go through the CPSC expedite process, and you don't know if that's going to fly or not.  That actually does tell me something, though I'm not sure exactly what. 

I am not using my saw.  That's not a big problem for me because I am just a DIY-er and also very good at procrastinating on projects.

I am also not going to send it to Festool for repair until I know that my saw actually needs to be fixed (OK, I do know that, but officially Festool hasn't said so), I know that Festool actually has a fix for the problem, and I know how long the fix will take.  I'd just rather have it sitting on a shelf in my garage than in Festool's warehouse.

Back to waiting mode.