Very poor service for ts55r

[Russelljwatson]

Hi all,

I’ve got a ts55r in the UK. I’ve sent it back four times as the bevel stops are not set correctly. This costs me a lot in time resetting it to 0 and 45 degrees. Every time but one it has had to go straight back to be set again. I was told the second time that if it happened a third time it would be replaced. Well, after getting it back the fourth time (after they refused to replace it) I didn’t use it for three months as I was on paternity leave. Surprise surprise when u did use it it doesn’t cut square with me adjusting it, again. Now it is out of warranty and it needs to go back for a fifth time!I’m pretty surprised at the very poor service I’ve received from festool. I can send it back as the repair has a six month warrenty,, but I doubt they will replace what  is undoubtedly and always has been a faulty saw.

Has anyone else in the UK received such poor service? I gather it is much better in the US? But then, your customer service in all sectors generally is.

Russ

 

[ear3]

Just to be clear -- are you talking about the problem of the TS55 being truly plumb (0 degrees) when in the, defauly resting position?  I had the same issue with my TS55 once upon a time, and it was an issue that a fair number of folks posted about on the FOG, pointing out the lack of a true positive stop at zero with this saw.

You are able to microadjust yourself, however, using a variety of techniques (and perhaps a digital angle finder) that you can search for here on the FOG, like this one:http://festoolownersgroup.com/festool-how-to/how-to-set-ts55-bevel-to-0/msg330761/#msg330761. 

You shouldn't have to do this yourself, but given that the saw is out of warranty, you might be on your own for this one.

 

[Phil Beckley]

Hi all,

I’ve got a ts55r in the UK. I’ve sent it back four times as the bevel stops are not set correctly. This costs me a lot in time resetting it to 0 and 45 degrees. Every time but one it has had to go straight back to be set again. I was told the second time that if it happened a third time it would be replaced. Well, after getting it back the fourth time (after they refused to replace it) I didn’t use it for three months as I was on paternity leave. Surprise surprise when u did use it it doesn’t cut square with me adjusting it, again. Now it is out of warranty and it needs to go back for a fifth time!I’m pretty surprised at the very poor service I’ve received from festool. I can send it back as the repair has a six month warrenty,, but I doubt they will replace what  is undoubtedly and always has been a faulty saw.

Has anyone else in the UK received such poor service? I gather it is much better in the US? But then, your customer service in all sectors generally is.

Russ

Hi Russ
Please drop me a PM and I will pass on to service
RPG
Phil

 

[Russelljwatson]

Hi,

Yes, that is the issue I’ve had. Phil has kindly stepped in so the problem should get resolved.  Thanks for the link. It’s worth knowing that for the future.

 

[Woozal]

Same poor service in the USA also. I don't suspect it is the service model though, I think it is the result of what festool really is, catering to the deeply lined pockets of not-so-knowledgable handymen. Good luck, Festool is over the hump and on the downslope.

 

[sancho57]

We have a classified section here where you can sell your festools and go buy whatever brand you want.

 

[JFelchlin]

Jobsworth:
Admonishing good-willed Festool owner/users to sell their tools -
Doesn't help - And is MISSING THE POINT.
We are loyal Festool owners - Many of us having invested tens of thousands of dollars in the Festool brand. We do not choose to complain.
But... Read thru the FOG and you will see that -
More and more Festool owner/users are frustrated -
With their Festool tools (all kinds) having problems -
And then struggling to get Festool Service to fix their problem correctly.
Over and over again - The same issues - Show up on the FOG -
Problems with Tools - Problems with Service -
With Phil (UK) or Tyler (US) - Ultimately having to get involved.
Graciously, they do - Again and again. They shouldn't have to.

My $1,400 Domino XL DF700 came with a sight gauge that couldn't be aligned -
Due to an incapacitating illness, returning it wasn’t an option.
So... When I recovered - I sent my tool into Festool Service - Twice.
The first time it came back unfixed - With another part broken (poor packaging).
After I made long, detailed posts on the FOG and Amazon -
Tyler got involved - Then Festool HQ (Germany).
http://festoolownersgroup.com/festool-tool-problems/festool-service-disappointed-dissatisfied-disgusted-gt-domino-xl-df700eq/msg498049/#msg498049

Festool Service sent me a brand new tool - That I demanded - FS, themselves assure was correctly calibrated. And they did.
Apparently - The old saying: "The squeaky wheel gets the grease" - Worked.
But... It took a lot of time/expense - Persistence and aggravation - For all involved.
It never should have happened. It was the SAME sight gauge alignment problem -
That many Festool Domino owner/users have had - And FOG research shows - Dates back 10+ years.

BOTTOM LINE:
Telling us to sell our tools and "go away" - Solves nothing (although more and more will).
And... The answer isn't the oft heard refrains: To take it back to the dealer - Or send it to Festool Service to get fixed.
A Festool tool should already be in working condition - When the customer buys it.
We customers shouldn’t have to: Test it - Fix it - Calibrate it – Exchange it – Or send it to Customer Service.

The answer is for Festool to FIX what seems to have become two separate SYSTEMIC internal problems:
1.
Festool's QUALITY ASSURANCE - At the POINT of MANUFACTURE - Appears to have degraded over the last few years.
More and more Festool products are reaching customers with problems.
2.
Festool's QUALITY ASSURANCE - At the point of SERVICE/REPAIR - Appears to have degraded over the last few years.
More and more tools are having to be sent back - 2nd - 3rd - And more times.
We customers shouldn't have to be Festool’s Quality Assurance.
Ultimately - The answer is for Festool to DO IT RIGHT THE FIRST TIME.

 

[sancho57]

Mr. Felchin

If someone isnt happy with the tool they have they can sell them and go on to better pastures.

This is America and in America we have the freedom of choice, to buy what we want and sell what we want.

If we dont like something we can sell it and go buy something else.

There are lots of different tool manufacturers in business for a reason.

However, to come to a website like this one and whine and moan and complain because your not happy is really not benefitting anyone.

Not even you.

So the bottom line is if your unhappy with your tools, sell them and buy another brand. But I have the feeling if you bought another brand of tools, you'll be on their forum doing the same thing.

Personally, I lke the tools. I have a entire festool shop even things that are not available in NA. Have I sent tools in for repair?

Yes a couple of them.

Have you read any post by me whining complaining about service, quality etc.

No and you won't.

Why?

Because Im the type of person who if Im unhappy with say festool, I will contact them directly. I have on 2 continents.
Had the same good service on 2 continents and multiple countries.

But thats me right.

I have to go use my complete festool shop to finish building this project.

Ill be looking at the classified to see what you and the other guy have for sale. Maybe I can use it

 

[semenza]

Lets take it easy here folks.

Seth

 

[rizzoa13]

Mr. Felchin

If someone isnt happy with the tool they have they can sell them and go on to better pastures.

This is America and in America we have the freedom of choice, to buy what we want and sell what we want.

If we dont like something we can sell it and go buy something else.

There are lots of different tool manufacturers in business for a reason.

However, to come to a website like this one and whine and moan and complain because your not happy is really not benefitting anyone.

Not even you.

So the bottom line is if your unhappy with your tools, sell them and buy another brand. But I have the feeling if you bought another brand of tools, you'll be on their forum doing the same thing.

Personally, I lke the tools. I have a entire festool shop even things that are not available in NA. Have I sent tools in for repair?

Yes a couple of them.

Have you read any post by me whining complaining about service, quality etc.

No and you won't.

Why?

Because Im the type of person who if Im unhappy with say festool, I will contact them directly. I have on 2 continents.
Had the same good service on 2 continents and multiple countries.

But thats me right.

I have to go use my complete festool shop to finish building this project.

Ill be looking at the classified to see what you and the other guy have for sale. Maybe I can use it

This is such a rediculous post that all I can really say is how rediculous of a post it is.

 

[JFelchlin]

Thanks Seth.
Thanks Rizzoa13.
Agreed. ‘Nuff said.

 

[semenza]

Lets take it easy here folks.

Seth

This is speaking to all parties.

Seth