WCR 1000 - Missing Universal Hook

[cvn72]

I ordered a WCR 1000 from an online festool retailer.  It was missing the universal hook.  I called the online retailer's customer service and they were more than happy to assist me with the issue.  They asked for the serial number and told me the manufacturer will send me the missing item in 7-10 business days.

I love my festool tools and have never, never, never ever returned anything.  However, there are unscrupulous people out there who like to buy tools and return them within 30 days but forget to return 100% of the items that go with that tool.  So, I beg you guys, I really, really beg you guys that if you're the type of person who likes to return festool tools please, PLEASE make sure you return 100% of the items inside the box.  Otherwise, you'll be screwing over the next guy who orders the returned item and forcing him to wait 7-10 business days to get a replacement part.

For this inconvenience it would be nice if festool USA would be give some kind of compensation.  Maybe a discount on future orders.  But I bet there are limits on festool's satisfaction guarantee and won't hold my breath on that.  At this point I feel very reluctant on buying anymore new festool tools if this is a common and rampant problem among online retailers.  It would be nice if Shane would have a nice long talk with all the online retailers to make sure it doesn't happen again. [mad]

 

[VictorL]

It might be just mistake. Item could be opened for demonstration purposes. I made bunch of purchases in recent years. In very rare occasions some parts were missing. But always I get these missing or broken parts from Festool dealers or from Festool USA.  Festool dealers are good folks, and more than happy to fix any problem, even for their own expenses.

 

[Administrator_JSVN]

Sorry to hear about your experience.

I'd like to first address tools returned under the 30-day policy offered by Festool. Dealers are not supposed to ever resell a returned tool. However, the WCR is not considered a tool and our 30-day return policy is not applicable. A dealer can, at their own discretion, choose to offer returns on accessories as well. What they choose to do with those returns is again at their discretion.

Can you tell us why you believe it to be a returned product? Is it possible that the hook was either not included in the original package by mistake when it was packaged or that it may have fallen out of the box or been accidentally discarded with packaging (not to blame you, but just sayin').

I'd be happy to help in any way I can to remedy the issue including trying to expedite the hook out to you.

As just another consumer and not a Festool employee, let me say that I'm not sure that the manufacturer should be held liable for a missing component of a product that a retailer chose to sell as new when it was returned, assuming that's the case. Maybe the dealer should be held accountable...

If you want to PM or email me with the name of the dealer, I will see that this is addressed with them specifically. I'm not sure a single instance warrants me personally calling every online dealer. But, I do want to make sure we address this with the dealer in question.

Thanks,
Shane

 

[Administrator_JSVN]

Update: pulled your tool registrations, think I know who your dealer is but you can confirm. Got your address and have submitted an order to send you the missing hook. Since you are close to our headquarters, I suspect you'll have it before the end of the week, but can't guarantee that.

 

[cvn72]

Serial number 10112014.  The tape on the shipping box was partially removed at time of delivery.  Maybe it fell out of the box during delivery.  Online retailer was cpofestool.com.

I figured out the perfect solution to my problem.  Next time I feel the itch to buy a new festool tool, I'll drive to my local rockler or woodcraft store and buy it from them.  That way i could open the box in the parking lot and check for damage or missing items right away and return it immediately if I find an issue.  The reason I order my tools online is because I hate driving thru St Louis, MO to get to my local woodworking stores.  Crime rate is high for that area.  But it might be worth it if it means getting 100% of a festool purchase instead of part of it.  Festool tool purchases are expensive and I like to get what I pay for.  Seems logical and reasonable to me.

Thanks, Shane, for your quick response.

 

[Administrator_JSVN]

In the future, should you ever have a problem, feel free to contact me.

Unfortunately, we're all at the mercy of UPS/Fedex/USPS/etc. and there have been many stories here from forum members about couriers lack of care with shipments.

I'm hesitant to blame CPO in this instance without some definitive proof that the product was returned and resold as new. But, I certainly understand your frustration. But, it will all be remedied quickly and hopefully to your satisfaction and you feel made whole on your purchase.

Again, sorry for the inconvenience and bad experience. Hopefully you didn't need that hook too bad for the next day or two.  [wink]