Venting on a company's forum

[Administrator_JSVN]

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. 

Well, that's not exactly what I said. We have submitted this through a fast track option with the CPSC and every indication is that it will be accepted for fast track processing.

When I said my hope is that it will be expedited by the CPSC, I meant that I hope it gets through their system quickly.

 

[grbmds]

Based on my experience so far with Festool, I think they are one of the best, if the THE best, in customer service of all the tool companies I've dealt with over the past 35+ years. The CPSA will process this when they process it. Nothing we do or say will change that. In the meantime, Festool has been very responsive to me on this issue and on another I had a question on. I am only a recent Festool customer, not needing to replace anything prior to this, but I can't think of anything they or any other company could have done that would have been more complete or better for me. The employees in Customer and Technical Support I have talked with were pleasant, responsive, answered all my questions, and clearly gave me my options with the TS55REQ issue. On the other item I called them about they went above and beyond what I actually expected or asked. I think it's safe to say that no tool company is perfect. It comes down to how the company responds when there is a problem and, for me, Festool's responses to me rate a 10 out of 10. I could not expect them to do anything more than they did in my case.

 

[festnoob]

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.

I have to say that I was thinking the same way; I would rather have it at home with me. But on Monday I decided to give Festool a call and exchange for the TS75. By Tuesday morning the package was on my front steps. Unbelievable...my wife could not believe it either. Anyway, yes it is bigger, yes it is slightly heavier, but it is a great saw when it comes down to it! The only thing that gets me is why not exchange the track also!? It just boggles my mind. My 1400 rail is still in the box unused! I'm sure they could work something out.

 

[harry_]

I am not going to say what a dealer should and should not do,.....

I will say that this 'issue' with the rails provides an instance where some dealers could shine much brighter than others.

 

[darita]

I am not going to say what a dealer should and should not do,.....

I will say that this 'issue' with the rails provides an instance where some dealers could shine much brighter than others.

Don't think it's a dealer thing.  I don't think dealers should take a hit because of the coming recall.  This has to come from Festool itself, as all trades are being done via Festool. 

 

[harry_]

I am not going to say what a dealer should and should not do,.....

I will say that this 'issue' with the rails provides an instance where some dealers could shine much brighter than others.

Don't think it's a dealer thing.  I don't think dealers should take a hit because of the coming recall.  This has to come from Festool itself, as all trades are being done via Festool. 

Again, I am not saying a dealer should or should not do anything, I am saying it is a place where they can shine (over the likes of say Amazon).

Should the onus be on the dealer? Absolutely not!

Will a (your) dealer garner a boatload of customer service points in doing it. I would have to say YES!

All of this is based on the presumption of a 're-saleable' rail.

 

[woodie]

I think the cost of shipping the rail (and return shipping of your current rail) would cost them a fortune.  That and the higher likelihood of dealing with shipping damage on a single rail...  The upgrade to the TS75 is actually a nice offer but when you factor in the additional expense of the 75" rail at $185.00 it skews the benefit.  You'd be better off returning the saw and spending the $110.00 for the TS75 with the correct guide rail.  You wont have the extra 55" rail but do you really need it if you have the 75"?

An alternative way for Festool to address the rail issue would be to give people (involved in the recall) a voucher for a discount on the 75" rail.  That way they're not dealing with shipping/freight damage of individual rails and they're not eating the entire cost of the new rail.  If it got the rail below the cost of returning the TS55req and buying a new TS75, then you'd basically be getting the 55" rail for the hassle of dealing with the return/downtime. Win-Win right?

 

[darita]

I think maybe the ownness should be on Festool for this one. Since they sell rail with saw as a package, they should be willing to trade packages. I know they're trying to minimize their losses, but on this one, the win-win might be to have happy customers, even with the recall. That's where points would be scored and face would be saved.

 

[Paul G]

I bought the 75 rail, but glad I also still have the 55 rail, as others wisely pointed out to me having more rail options in the crib is a good thing. In fact the 55 rail was helpful this AM shaving a cabinet faceframe, so at least for me its all good. TS75 is doing great, about the only feature I miss at this point is the w/track depth guage.

 

[festnoob]

I think at this point Festool could care less what their customer feel about the rail during this impending recall. They have put out options that benefit them in the end. Customers, like me, who took the trade-in option, just bought a TS75 WITHOUT THE RAIL for $585. Now Festool will also make money on all the additional rails they have and will sell at full price, $185. Not to mention all the money they will make when they re-release the TS55 -  Most of the people who traded will most likely by the TS55 and keep the TS75 they got on the trade-in. WIN-WIN for Festool.

BUT like stated above, some retailers could shine, although I don't think they should take the hit.

 

[Administrator_JSVN]

We are offering three options. If you feel like the TS 75 exchange is not an equitable remedy for you, then you can opt to get the saw repaired once CPSC approves a repair or get a refund. If you select a refund, you can use it toward the purchase of a TS 75 with the 75" rail if you feel that's a better option.

While you guys don't get to observe the interworkings of Festool USA, I can tell you that our customers are a higher concern than our bottom line when decisions like these are being made. One day when I retire and write my memoirs, I'll document some of it. I wouldn't work for a company whose objective was to screw the customer.

I realize that this situation is a nuisance and aggravating for some of our customers and I completely understand that. I hope the majority of our customers feel like we are doing our best to accommodate them in a fair and equitable way.

Shane

 

[Paul G]

I think at this point Festool could care less what their customer feel about the rail during this impending recall. They have put out options that benefit them in the end. Customers, like me, who took the trade-in option, just bought a TS75 WITHOUT THE RAIL for $585. Now Festool will also make money on all the additional rails they have and will sell at full price, $185. Not to mention all the money they will make when they re-release the TS55 -  Most of the people who traded will most likely by the TS55 and keep the TS75 they got on the trade-in. WIN-WIN for Festool.

BUT like stated above, some retailers could shine, although I don't think they should take the hit.

You almost make it sound like a scheme to sell more rails and saws, LOL. There's far better ways to go about it that don't involve the negative publicity of a recall and the expense of shipping more expensive replacement saws and return shipping the TS55. This is getting kinda ridiculous.

 

[AlexThePalex]

WIN-WIN for Festool.

Pretty bold statement.

I sincerely doubt a recall is ever a win situation for a company.

 

[promark747]

I think at this point Festool could care less what their customer feel about the rail during this impending recall. They have put out options that benefit them in the end. Customers, like me, who took the trade-in option, just bought a TS75 WITHOUT THE RAIL for $585. Now Festool will also make money on all the additional rails they have and will sell at full price, $185. Not to mention all the money they will make when they re-release the TS55 -  Most of the people who traded will most likely by the TS55 and keep the TS75 they got on the trade-in. WIN-WIN for Festool.

BUT like stated above, some retailers could shine, although I don't think they should take the hit.

You almost make it sound like a scheme to sell more rails and saws, LOL. There's far better ways to go about it that don't involve the negative publicity of a recall and the expense of shipping more expensive replacement saws and return shipping the TS55. This is getting kinda ridiculous.

I agree.  When Mercedes had a recall on my car, do you think they gave me ANY option other than to bring the car back to be fixed?  They didn't offer me a refund, and they didn't offer me a trade up to a brand new, more expensive model (or even a "stripped down" version of a brand new, more expensive model).  Festool is doing more than they have to; if they did any more, we would all pay in the end.

 

[Rick Christopherson]

This is getting kinda ridiculous.

I agree. It's getting a little silly. As was alluded to, there was a lot of behind the scenes stuff that you will never hear about. The "bottom line" was not part of the final decision process. Quite the opposite.

 

[festnoob]

Hey guys thanks for clearing that up for me, point taken. [embarassed]

 

[bkharman]

Well here goes...

I started drinking the green kool-aid this year and while it hasn't made me green, large and full of muscles and angry, it has made me appreciate my hobby all the better.  I have a number of the green items (OF 1400, tracks, MFT/3, CT 26, RO 90, CXS and accessories out the wazoo!) and as of this afternoon, the proud owner of one of the last new TS 55 EQ track saws. 

I was very hesitant to get the old saw when the new version was right there staring at me, yet I can't have it.  When the REQ was first announced, I really wanted it.  I saved up my pennies and was ready to pull the trigger the day AFTER the dealers started pulling them off the shelves.  I don't have a need for a flat housing, nor do i need the -1 deg. bevel (at least not right now) but I really wanted the micro adjustment and the dual gauge for on and off the track.  I was also ready to drop more pennies on the saw just for those features.  So needless to say, I have a saw that I bought out of necessity (table saw broke and is a POS) but I am sure I will still come to love.  I have a lot of fingers and toes crossed that I might be lucky and this REQ 55 mess is straightened out within my 30 day return timeframe, but I am not holding my breath.

I wish there was a "trade up" program for the saw, because if the REQ becomes re-available post 30 days from now, I might be a little sad... and shed some green tears.

 

[Slappy]

as for shipping a longer rail , unless it's gonna be insured , my experience with UPS,FedEx & long thin objects has been poor they all have come bent(never got Festool long items yet) . But after many back & forth items because of damage  . I gave up , if I can get local then I do so on long items  , even if I have to have the better half drive me , I'm disabled so most everything comes to me by shipping .  I'm looking to buy a new TS55 REQ , I'll just wait . the long rails will be had local when the time comes  .The new improvements on the REQ make me want to wait .
But If I was making the take home bread on my tools I too would have to do the swap if I had a bad 55 & Not be happy about it at all ,  I see why the guys are upset .
I love my other Festools That green KoolAide is Sweet  [eek]  

 

[GhostFist]

You know I don't get why this is happening. Festool boasts about their product testing, often there is a wait before a new product even makes it to North America if at all. The carvex 400 flopped out of the gate and now the update of their flagship product. What's changed, festool?

 

[festnoob]

as for shipping a longer rail , unless it's gonna be insured , my experience with UPS,FedEx & long thin objects has been poor they all have come bent(never got Festool long items yet) . But after many back & forth items because of damage  . I gave up , if I can get local then I do so on long items  , even if I have to have the better half drive me , I'm disabled so most everything comes to me by shipping .  I'm looking to buy a new TS55 REQ , I'll just wait . the long rails will be had local when the time comes  .The new improvements on the REQ make me want to wait .
But If I was making the take home bread on my tools I too would have to do the swap if I had a bad 55 & Not be happy about it at all ,  I see why the guys are upset .
I love my other Festools That green KoolAide is Sweet  [eek]  

When I went to Festool I saw a postmodern curved and bent guide rail statue in the warehouse courtesy to UPS. Maybe Shane can post a photo.