Why is Festool packaging so bad?

[Dusty.House]

Maybe this is just my experiencing but I'm quite disappointed with the way my Festools have arrived. I don't think this is the suppliers issue, I think Festools isn't designing the items for shipping.

My first tool was a TS55. Inside all the parts were in a bag and I think they were zipped tied to the handle of the saw. This worked really well.

My OF 1400 turned up, and all parts are just loose in the box. The Systainer is great for storing things when it stays up right, but you can't guarantee it'll stay upright when it's shipped. All those metal parts rattling around in the box broke the tray at the bottom and the inside is scratched up. I've asked for a complete replacement.

My parallel guide had broken out of the flimsy box it comes in, but it's pretty solid so there was no damage.

My 48" track turned up dented. The box was really not adequate for shipping. The Dewalt track arrives in a wooden box...

It really surprises me that Festools is not designing packaging so their products can arrive in the condition you'd expect from such an expensive purchase... It's really not hard to get packaging right.

Am I just being unlucky?

 

[Jiggy Joiner]

I’ve had similar experiences, and to be fair not just with the Festool brand. Just after Xmas I needed some tools in a hurry and my usual over the counter suppliers were out of stock.
I had to order online, nudging £2,000 in value, everything arrived really bashed up, and the tools were not packed inside their cases, so the tools and inlays were badly damaged. To cut a long story short, I ended up taking kegal action and phoned the manufacturer. The manufacturer told me they pack everything inside the cases or systainers, and the fault was obviously with the seller.
They contacted the seller, and explained about the packaging, and also told the seller that I had certain rights, and they had certain obligations when distance selling. So my beef was with the seller not the manufacturer.

I’m glad to say,that eventually it all got sorted out. I’m just saying though, it’s not only Festool.
When I buy anything of value online now, I video the unpacking of the order so any damage is shown instantly. It’s a shame having to resort to this but, I don’t have time for arguing.
I agree though, anything I own is fine just sitting in a systainer in the inlay, as it’s always stored, or on the van upright, the issue is when a courier starts bouncing things around.

 

[PeterK]

I have had a few Festool purchases that arrived with issues inside the Systainers. My first purchase was a Rotex 150 many years ago and it came with the sander loose inside and all stuffed up. All that held it in place was a small block of foam.
Had issues with my OF1400 with the insert all broken from loose items banging around. Actually I have a couple other Festool tools with damaged inserts.
None of this was from my seller as he did an awesome job packaging them up. Yea it is disappointing and should be addressed at the factory.

 

[peter halle]

If you shipping damage inside the Systainers you absolutely should contact Festool.

Peter

 

[SoonerFan]

Maybe I am lucky because my experience has been good. 

I picked up all my initial Festools locally and had no issues with tools in systainers or the rails I purchased. Recently I have switched to online purchases from ToolNut/Festool Products.  Everything  I have ordered online was packed well inside the systainer and packaging surrounding the systainer has been great.

Only issue I have had is the diagram on the inside of the systainer lid in one case had a whole punched in it.

 

[DeformedTree]

My issues really haven't been Festool, it's what the retailer did.  Mainly a certain larger retailer represented here that has decided it's ok to open the packaging and insert other things you have bought within the other packages.  First it's confusing as heck, but it also means stuff you have bought has been opened, you don't know what fell out/removed in the process.  I don't like extra packaging, but I think Festool needs to start plastic wrapping the systainers to prevent dealers/retailers from opening them.  This is why I haven't bought the tools local (just accessories), as the main store near me keeps their stock as open containers on the floor, so who knows what has happened to it before you bought it.

Festool needs to stop retailers from opening the products. Also tell retailers to stop modifying the product. Adhering your sticker to the product is not acceptable ever!  You want to toss a sticker in the shipping box, fine, but do not go applying it to what I bought.

Far as from Festool, the head scratcher was I bought the regular MFT, packaged nice, all is good.  Then I bought a basic.  The box was filled randomly with flat rectangles or styrofoam, no logic to it, just random foam shoved/tossed in there.  It was almost like they were trying to dispose of this foam and it was a way to pawn it off on someone else.

 

[pettyconstruction]

I have had nothing but great packaging .
Festool products/ tool nut ,and Bob Marino best Festool.
Both could have sent a carton of eggs without breaking one.
Cheers ,
Charie

Sent from my iPad using Tapatalk Pro

 

[cpw]

I've appreciated Bob Marino or Toolnut putting extra bubble wrap or sealed air in the systainer to make sure everything arrives safely. I'm less of a sticker fan.

 

[threesixright]

I also had a few issues, but nothing damaged.

I contacted FT and asked if it was normal that systainers didn't came in a box of some sort.

They told me its a dealer thing, not sure what to make out of it....

 

[DeformedTree]

I also had a few issues, but nothing damaged.

I contacted FT and asked if it was normal that systainers didn't came in a box of some sort.

They told me its a dealer thing, not sure what to make out of it....

I assume Festool basically ship the systainers with tool insides on pallets as they are.  Thus no box around them.  That makes sense to do, but this is why I would want to see them at least with a vacuum plastic wrap and a security sticker on the systainer so someone can tell if it has been opened.

 

[Cheese]

Over the years I've received 46 packages from Bob Marino and not one of those packages was damaged. And I'm not talking just packages of sandpaper, items like a Kapex, DF 500, RO 90, OF 1400, Vac Sys, TS 55, PSB 300, ETS EC 125, Pro 5 and a MFS 400 & MFS 700 along with the flimsy router sled that fits the MFS.

Bob always placed extra bubble wrap inside the systainer which prevented any of the accessories from dislodging from their position and causing damage. The systainer was then wrapped in 2 layers of bubble wrap and placed inside a cardboard box.

I've also purchased a few recon tools directly from Festool and they also arrived fine. I did notice however that there was no cushioning inside the systainer and some of the accessories had dislodged themselves from their positions.  [sad]

 

[sancho57]

I think its up to the dealers who they hire to do the packaging. Unless you order straight from FT

 

[Mario Turcot]

All the Festool Tools I bought via mail were shipped in a box the size of the systainer. Inside the systainers all parts were lose sitting in their respective inserts. I bought most tools at L.V. and walked out with the systainer in hand, except for the CT-26 and Kapex that were both in the original well packed box.

 

[RKA]

[member=67145]DustyTools[/member] I would say your experience isn't too far outside the norm.  Loose parts rattling around inside the systainer aren't uncommon.  Festool doesn't design these to be drop kicked by the local FedEx and UPS teams, so it's up to the dealer to take extra measures, and ultimately, Festool is on the hook with their 30 day no questions asked policy.  It's unfortunate, but I haven't seen anything change substantially in the 6 short years I've been buying Festools.  For the most part, I think issues are resolved with dealers relatively easily, but you're right, it's not just about Festool weighing packing costs vs. return costs.  It's about customer satisfaction.  For my own part, the result hasn't been anything worse than scuffed and scratched tools or damage to the inside of the systainers.  Functionally, everything was fine so I accept it. 

Regarding the parallel guides and track, I've only seen the packaging for the track and I would say it's sufficient 95% of the time.  The biggest issue is maintaining the rigidity of the box so the rail can't be bent and the cardboard folds inside do insure against that possibility.  If something was big enough to punch through the box, that's an outlying case.  But Festool does package the long (2700mm+) rails in wooden boxes which are shipped via freight I'm told.  I think their concern there is still the possibility of bending.  A cardboard box that long is bound to get hung up on something and bent a little, so the more rigid wooden box is the solution. 

 

[threesixright]

I also had a few issues, but nothing damaged.

I contacted FT and asked if it was normal that systainers didn't came in a box of some sort.

They told me its a dealer thing, not sure what to make out of it....

I assume Festool basically ship the systainers with tool insides on pallets as they are.  Thus no box around them.  That makes sense to do, but this is why I would want to see them at least with a vacuum plastic wrap and a security sticker on the systainer so someone can tell if it has been opened.

Couldnt agree more! My first thought it was used, that’s why i contacted them. But after-all it was new.

Sent from my iPad using Tapatalk

 

[Bob Marino]

Over the years I've received 46 packages from Bob Marino and not one of those packages was damaged. And I'm not talking just packages of sandpaper, items like a Kapex, DF 500, RO 90, OF 1400, Vac Sys, TS 55, PSB 300, ETS EC 125, Pro 5 and a MFS 400 & MFS 700 along with the flimsy router sled that fits the MFS.

Bob always placed extra bubble wrap inside the systainer which prevented any of the accessories from dislodging from their position and causing damage. The systainer was then wrapped in 2 layers of bubble wrap and placed inside a cardboard box.

I've also purchased a few recon tools directly from Festool and they also arrived fine. I did notice however that there was no cushioning inside the systainer and some of the accessories had dislodged themselves from their positions.  [sad]

We tried our best to give our customers the best service - including properly packing to insure a pristine arrival.  Though tough to survive/compete in this Amazon world  I'm proud of what we did with what we had.

 

[sancho57]

Bob, Yer Pkg was legendary  [not worthy]

 

[hemlock]

Bob, Yer Pkg was legendary  [not worthy]

Yes, it was!  Thanks, Bob!  I'll miss the peace of mind that gave me on orders.....

 

[PeterK]

I believe the issues at least for me were with the classic series systainers and were rare. Nothing I have received in the newer systainers have had any internal shipping issues. The stuff I received from Bob could survive most anything with the incredible amount of bubble wrap he used!!!

 

[Cheese]

We tried our best to give our customers the best service - including properly packing to insure a pristine arrival.  Though tough to survive/compete in this Amazon world  I'm proud of what we did with what we had.

And you should be proud of your performance in the Amazon world. Your service is heads above Amazon. It’s been so nice to talk to a human and just figure things out on a personal basis. I’ll miss the personal touch, however, life goes on...