Zero clearance insert came back broken

Z

Zacharytanner

Member
Joined
Nov 5, 2009
Messages
569
Love Festool service but this time I sent my Kapex in and my cherry zero clearance insert came back broken [scared]

Calling in the morning.

[attachimg=1]

Frank
 

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What are you expecting from Festool?

You modified the saw by adding the ZCI.  I don't think you'll get much from the phone call.

Just make a new one brother and carry on. 

Eric
 
Make a new one, I made several when I planed some scrap stock and drilled them while I had the setup.

Jack
 
Guess it's the principle guys - But it appears by every response that I should be ok with it coming back damaged. I don't know why I even bothered posting at this point.

Frank
 
I dont think it should have come back damaged, but dont know exactly what Festool can / will do for you.

You had a problem, you posted here on the FOG, I thought that was one reason the forum existed--- [scratch chin]
 
Zacharytanner said:
Guess it's the principle guys - But it appears by every response that I should be ok with it coming back damaged. I don't know why I even bothered posting at this point.

Frank
Click to expand...

If you were dealing with Delta, they might have removed your cherry insert, replaced it with a stock plastic one, and then charged you for the plastic one, which they had to install for safety reasons.

I presume the repair people at Festool may remove the insert as a standard procedure when dealing with the Kapex saws. The way the grain is facing in the insert, makes it seam like it might not be hard to accidentally split.

The insert likely accidentally split, and it's not like Festool has replacement custom cherry inserts in stock to replace it with.
 
The time that it took you to photograph the insert and write your whinging post you could have glued the insert back together and reinstalled it.  ::)
 
Removing the insert may have been part of the standard service procedure. (Removing any adapted/unofficial parts)

And as others have said, what should festool have done about it? They can hardly replace it. Would have been best to remove it obviously. Surely it will glue back together?

I understand that it's a bit annoying. But I would not expect you to have any come back.
 
mrB said:
Removing the insert may have been part of the standard service procedure. (Removing any adapted/unofficial parts)
Click to expand...

It is - when mine went in for repair I had a ZCI in at the time. When it came back it had been removed & replaced with new plastic pieces, as it was originally. Festool UK did send the ZCI back in the box though (unbroken, in my case).
 
I will delete the post later today - I've been on here officially for 6 years and was reading posts for 2 years previously and for the most part I think this forum and it's members are truly awesome.
I put a post up about something that wasn't damaged coming back broken and that I am calling Festool today and I am whining, I should not say anything and move on. I am not looking for compensation but I will provide Festool with Feedback about my latest experience.
I thought this forum was different than all the others?

Frank
 
Zacharytanner said:
I will delete the post later today - I've been on here officially for 6 years and was reading posts for 2 years previously and for the most part I think this forum and it's members are truly awesome.
I put a post up about something that wasn't damaged coming back broken and that I am calling Festool today and I am whining, I should not say anything and move on. I am not looking for compensation but I will provide Festool with Feedback about my latest experience.
I thought this forum was different than all the others?

Frank
Click to expand...

I appreciate you're not happy about it, but Festool repair can't send a tool back with aftermarket/homemade parts added to it. Your ZCI was solid timber, and it looks like it had some kind of oil or other finish on it. This is screwed down to the casting. It could well be that where it was compressed, it had stuck to the casting. Or, the timber had swelled slightly. Either way, it wouldn't just fall out, they may have had to lever it out & accidentally broken it in the process, or may even have had to break it deliberately in order to get it out.

Sure, it would have been nice if they'd maybe written a note to explain that, but I don't think they've done anything wrong. What else are they supposed to do? If they'd refused to repair it & just shipped it back to you, I'm sure you would have been even more unhappy.

You're perfectly entitled to ring and let them know you're not happy, but I don't think there's anything they can or should do about it. As others have said, just glue it back together, or make another. Better still, make a batch of them. ZCI's are and should be treated as a 'consumable' item.
 
Let's see if I understand this - you sent in a Festool product for repair, but included a non-Festool, home-made part that came back slightly the worse for wear.  Did the issue with the Festool part of things get properly resolved?  This is a yes or no answer.  If that main issue was well resolved by Festool, be happy and grateful.  As others have noted, the ZCI is a consumable part.  Here's a great opportunity to break out your Domino and rejoin the parts and move on.  If it were a diamond-encrusted 24k gold frammistat with an anticipated lifetime greater than your own and Festool damaged it, you'd have a legitimate item to fuss about. 
 
Frank,

I'm very disappointed in the responses you received.  I'm not really sure what would have been good responses from our community but these to me don't seem to be them.  I'm not sure what you were looking for from us but I'm positive it wasn't instructions on how to glue it back together or where to buy the super glue or for that matter an out of line suggestion that you should ask for a whole new tool. So for what it's worth here is my response.........

That sucks - lesson learned to remove anything non standard before sending it in.  It would have been nice if the guy left a sticky note - "sorry had to remove your ZCI and it broke, I put a stock insert on it so you can test out the repairs while you make the replacement."

That type of response is not required by Festool or other service organizations but when you market yourself as class leading and the best service in the business those are the things that World Class Companies do.

 
Hey Frank,

I understand your frustration about the broken insert and the replies that you received. It is one of the reasons I do not post much, sometimes people will gang up on a poster and give them a hard time because of something misunderstood or if someone has a different opinion. I guess that is how it is on forums. This is really the only forum that I visit because it is mostly a good place.

In your first post you were just stating facts, you were not asking or demanding anything free from Festool. Like someone else said, it would have been nice to at least had a note apologizing about the broken ZCI.

Now let's see how many negative comments I will receive  [oops]
 
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