Zero clearance insert came back broken

[jimbo51]

I do not think the post should be deleted. I would like to see an official Festool response. I assume it would be along the lines suggested; non standard items are removed and not replaced. We cannot be responsible for any damages that occur during such removal .

I do agree that the tone of replies is a bit harsh sometimes.

 

[Gary in Texas]

I'm just wondering IF the ZCI may have been cracked or compromised before Festool service touched it.  It is possible it was already cracked, and when service removed the ZCI, it fell apart.....

I also think you should have removed the ZCI before sending in the Kapex.  Removal of any 3rd party device/blade/gadget should be the norm....

 

[jeh]

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]
And what exactly do you expect them to do. You should have never sent in a non-Festool add-on and taking it to this forum is a disservice to all. You are not the first to bitch about non-issues with repairs and airing it out on this forum is not the way to get things remedied. Festool has the best customer service of any company I have ever dealt with (especially tool companies). If you sent the saw in to be fixed and it was that is the end of the story.

Frank

 

[bkharman]

Hey Frank.

I know that sometime we vent for the sake of saying WTF?!?!  I have done it many times and it does feel good to get it off your chest. The FOG is a much better place (in most cases) than my wife. My wife + tool conversations = lots of blank stares.

Sorry it broke somewhere along the line and even more sorry for the responses/tomatoes you are getting on this thread.

Cheers. Bryan.

 

[semenza]

      I certainly understand the irritation of having something like this come back broken. Regardless of it being an add on item. At the same time there isn't much Festool can do about it. As others have said a note or something would have been nice but perhaps not practical to implement in the service department.

I will make sure that Festool is aware of this thread and maybe a reply will be forthcoming. Until such time not much else can come of this thread. So it will be locked at least temporarily.

Seth

     

 

[Brent Shively]

Frank,
I apologize that you received your zero clearance fence damaged when your Kapex was  returned from our service department.  I did speak with the guys in service and they said they had already spoken with you regarding the issue and apologized as well. 
I'm going to unlock the thread, but lets keep in mind the purpose of this section "Post CONSTRUCTIVE discussions about problems with the tools...and solutions."
 
Brent

 

[Zacharytanner]

Brent
I spoke to Brad this morning and he was great.
Thanks - love the forum - I just wanted to let Festool know that every other experience has been great and this would have been too if they just put a note saying- hey we broke your insert while disassembling- that's all. He offered several times to send me something for my frustration but I wasn't looking for anything for free just providing feedback.
Thanks again for all your work on the FOG!

Best,
Frank

 

[greg mann]

Well I guess all's well that ends well.

A couple months ago I needed to send my wife's digital SLR in for repair. I took it to my dealer, a long-time, high end, high service, camera retailer, and they stripped it down to the bare body before sending it off. No memory card of couse, but also no battery or even the strap. The brand doesn't matter but I'll just say it was one of the top two. We were informed it would cost $180 and we authorized the repair and it came back in due time.

I had asked what had been repaired and the dealer told me they never say. We don't know for sure what had happened but when my wife told me it was not working I discovered a broken UV filter so it apparently had suffered some form of impact. Duh. My wife was put out that we did not have a definitive resonse but even though I had asked I really hadn't expected an answer. I told her she might just have a brand new camera if the service department felt that was cheaper than a repair. That didn't seem to satisfy her either. I had the feeling if she knew they had disassembled her camera to replace some obscure failed component she might have said, "Gee, why didn't they just replace it?" I love my wife but I am not sure any answer would have been satisfying to her. My feeling was the camera had worked flawlessly for two years and then didn't. But there was evidence of physical trauma so to me that's an assignable cause. It works flawlessly again even if it isn't the same camera. Life's good.

I am not saying this is a direct comparison to the OP's case but I had the advantage of an experienced retailer that would have said to the OP, "Let's take the ZCI out and you can hang on to it for safe keeping. From now on, when we need to recommend to a poster they might should send a tool in for repair we can add the advice to take off any custom stuff, or at least contact the service dept. first to get explicit instructions on how to ship. I am glad the OP got the apology and feel good about the fact he is satisfied with that. Sometimes the apologies just get missed.

 

[WarnerConstCo.]

I get a complaint if it was something you bought for it (i think there are 3rd party thingys out there for this), but it was just a piece of wood. 

A note huh? :

There really isnt even a point to having a zero clarance throatomaplate any who.

Sorry about all the hypersensitive posters here, geeze.

 

[Zacharytanner]

I get a complaint if it was something you bought for it (i think there are 3rd party thingys out there for this), but it was just a piece of wood. 

A note huh? :

There really isnt even a point to having a zero clarance throatomaplate any who.

Sorry about all the hypersensitive posters here, geeze.

Hi,
Is accountability and responsibility not part of your upbringing? If I broke something of one of my customers I would own up and apologize. It does not matter if it was bought or home made. I just wanted to post my thanks to Festool and let it go but you feel the need to keep this thread going. Move on buddy and let it be. Posters like you are why I asked to have the thread locked.

Best,
Frank

 

[teocaf]

I found it interesting that the OP jumped on the forum first before actually calling festool service to see if they knew anything about the broken piece.  not on anybody's side--just found it interesting, that's all.

--in before the lock!--

 

[avrs22]

Never say anything negative about Festool or there service here is what it looks like here.
Back off the op and let it go.

 

[peter halle]

Never say anything negative about Festool or there service here is what it looks like here.
Back off the op and let it go.

Highly inaccurate statement.  If you were to use the search function you would find that it is acceptable to be Festool negative if polite and that the service department is not perfect.

Peter

 

[teocaf]

let it go.

 

[avrs22]

Never say anything negative about Festool or there service here is what it looks like here.
Back off the op and let it go.

Highly inaccurate statement.  If you were to use the search function you would find that it is acceptable to be Festool negative if polite and that the service department is not perfect.

Peter

Zacharytanner made a post that concerned him and was basically bashed by others.
He asked for this tread to be closed more then once and it still is open so some can nit pic him.
He got what he asked for and is happy so ...it should be case closed.

 

[peter halle]

We don't lock threads here just because the resulting commentary is not what the original poster wants to hear.

Likewise we don't delete threads or posts that are not flattering to Festool.

Threads are locked or posts are deleted if they are in violation of the posted guidelines.

Zachary handled this well.  [thumbs up] [thumbs up] [thumbs up] [thumbs up] [thumbs up]

Peter

 

[Gary in Texas]

What Frank did was neither wrong or right....

Frank was upset that his ZCI was broken upon return of the tool.  Frank's brief email did solicit some comments that could have been left unsaid.  Period.

However, by the fact that Frank made the post, inclusive of the photo, did leave himself open to comments whether good or bad.  Frank also left himself exposed to comments simply by the fact he didn't remove his ZCI before sending the Kapex in for repair.  The comments for the most part weren't too bad, but some were without tact...

It's all fine and dandy if someone asks what should they do in the event they need to send a tool in for repair. One of the comments should always be remove any 3rd party add-ons...  Frank didn't ask, perhaps he should have and been spared both the broken ZCI and some of the replies posted.

Finally, the Internet, email and this forum (any forum) lacks a degree of respect we offer our fellow man if we were conversing face to face...  I would simply suggest we try to offer that same type of respect when posting replies on this forum.  Just a suggestion....

Gary

 

[semenza]

Finally, the Internet, email and this forum (any forum) lacks a degree of respect we offer our fellow man if we were conversing face to face...  I would simply suggest we try to offer that same type of respect when posting replies on this forum.  Just a suggestion....

Gary

Good suggestion.

 

[semenza]

The thread was temporarily locked earlier today until Festool (Brent) could reply. After which it was reopened and Frank replied with his experience. And basically said that all is OK.  End of story.

Seth

 

[Cheese]

Personally if I were to vote...it would be for [member=2205]teocaf[/member]  proposal.

As far as [member=16623]avrs22[/member] is concerned, canceling the post is nowhere'sville as far as I'm concerned. What's the sense in that?
Really, oh, I misspoke, please delete my comments.
Once those words come out of the mouth, you cannot retract them or deny them. The best damage control you can exercise is to think about what you are about to publish before you open your mouth or attack your keyboard. If you don't have the compunction to think about what you write/publish well then it's shame on you...
It's all about sloppy business.