Venting on a company's forum

[nanook]

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

Shane - from the sidelines I think you guys have done a great job on the TS55REQ recall - that has not been my experience with the CT Midi and Mini recall in Canada.  
Unlike the concurrent TS55 recall, with the CT Midi's you guys really have not offered really any good options.    
While the 'upgrade' from a Midi or a Mini to a CT26 is really a good starting point - you guys really needed to offer the option of a refund as a starting point.   There is still discussion online if Festool will refund Midi's or Mini's sold without electrical certification.  
The reality is that many buyers or the CT Mini or Midi chose that unit deliberately over say the CT26 because of the smaller footprint and increased portability.   For those who bought CT Midi's for theirs size a refund should have been easily available from the getgo as part of the recall.  

I'm happy with how everything turned out in my case - the CT26 is a much bigger unit, but the rear accessory handle which you guys comped makes things fairly portable.  
With the CT Midi gone from the Canadian market, I'm sure I'll be adding a Fein in the near future - but as an end user, its just not been a very easy or pleasant process all in all.    

 

[festnoob]

Canadians have it worse I guess (as in less options), but from what Shane said, "I can tell you that our customers are a higher concern than our bottom line when decisions like these are being made." They decided what was best for you/us. In the end its a take it or leave it situation.  :-\ -And there's only so much they can do in situations like these.

But all i can really say is I am also fairly content with how it turned out for me although the track would've been the "cherry on top."

 

[Administrator_JSVN]

They decided what was best for you/us.

I think my comment was taken out of context. I did not say that we decided what was best for you or anyone else. To paraphrase myself, our goal is not to screw the customer to minimize the expense we incur. Far from it. I think there are plenty of examples on the forum of us going above and beyond to take care of our customers. With most companies you have to fight, argue and threaten just to hopefully get what you deserve, nevertheless more.

 

[glass1]

I have always been tough on festool when not up to snuff but the criticism here is out of line. Come on its a good deal getting a 75 for the price of a 55 while keeping the 55" rail. Yes you may need the 75" rail...Get over it.

 

[festnoob]

They decided what was best for you/us.

I think my comment was taken out of context. I did not say that we decided what was best for you or anyone else. To paraphrase myself, our goal is not to screw the customer to minimize the expense we incur. Far from it. I think there are plenty of examples on the forum of us going above and beyond to take care of our customers. With most companies you have to fight, argue and threaten just to hopefully get what you deserve, nevertheless more.

I'm sorry if that's how it came across. I have the same problem with my wife when we are texting. I was trying to say that what was decided by you guys was considered to be in our best interest. And trust me when I say that aside from this current "impending recall issue" I have had nothing but awesome experiences with other tool issues.