Thread: Kapex

Took my Kapex to our local Total Tools store as instructed, on the 18th May.
I must say that the staff at Total Tools were very pleasant and helpful.
Here we are on the 24th June and I haven’t heard anything at all from anyone.
Hope it hasn’t disappeared into the big void.
Has anyone else experienced the same issue.
Cheers Bill.

Have you rang your local Total Tools, Bill ??

Had a similar issue years ago getting a Makita fixed. Eventually rang them. "We've had it for weeks ... wondering why you hadn't picked it up."

I would be making some phone calls to the Festool head office and doing some polite cage rattling. It doesn't take that long to fix or modify a saw. Certainly not a good example of a speedy repair for people that paid a premium for their tools.

Thanks for your response Graeme.
Yes that will be my first line of enquiry. I have been trying to exercise some patience and time has slipped away.
I was assured that I would receive a phone call when it is returned to the local branch,
but I am old enough to know that in this modern world that doesn’t always happen.
I really hope that there is a happy ending to this recall.

Please do let us know. I can’t be without my saw for more than a carefully timed week.

Originally Posted by BILLOJ

Took my Kapex to our local Total Tools store as instructed, on the 18th May.
I must say that the staff at Total Tools were very pleasant and helpful.
Here we are on the 24th June and I haven’t heard anything at all from anyone.
Hope it hasn’t disappeared into the big void.
Has anyone else experienced the same issue.
Cheers Bill.

I dropped mine off at Total Tools at the beginning of the month (June ) got a couple of calls from them about three weeks later saying that it was packed up ready to be shipped to Melbourne .I am glad that I can in the meantime work around the absence of the Kapex in the interim.Their response to the delay was that it was EOFY sales time that they were busy ,I can understand that I reckon this time of year.Festool told me that turn around time was 2-3 weeks from WA.

Originally Posted by John Saxon

... Their response to the delay was that it was EOFY sales time that they were busy...

Mmmmmm. Too busy to deal with a customer!

Or too stupid to realise that without a customer they do not exist. And they bleat about "unfair" competition from websites.

Originally Posted by GraemeCook

Mmmmmm. Too busy to deal with a customer!

Or too stupid to realise that without a customer they do not exist. And they bleat about "unfair" competition from websites.

Yes, but he wasn't a customer that was generating income, he was a customer with a problem and for them, that's a problem. And now it's a bigger problem because now some other Festool owners know that Festool warranty claims can take time to resolve and when it comes to expensive tools that people rely on for their income-generating ability, well, that's a problem. Tradies talk, so do old blokes at woodworking clubs and similar places and nothing travels as fast as bad news. I hope it all turns out OK for all concerned.

Yep; the old squeaky wheel problem. Prioritising the good wheels over the squeaky one. How short sighted!

An update to the recall issue.
I contacted the service agents to try and find the status of my Kapex machine.
Spoke to a fellow who was very helpful, he called me several hours later to say that the unit had been located and the job has been ‘esculated’ and depending on parts availability I could expect to receive it by the end of this week.
I did suggest to him that I was sceptical given the fact that it’s been 6 weeks since I delivered the machine to receiving agents as recommended by them. Not withstanding the fact that apparently the parts required for the recall aren’t on hand, I am located 1000 kms away from the contracted service centre and that area is once again in covid lockdown.
On reflection given that I turned my Kapex off and ceased to use it as recommended when I was notified several months ago, I now feel perhaps I should of ignored the advise and gone out and purchased a Chinese made alternative.
Needless to say very little woodwork happening at the moment.
I will post again when the unit is back in place!
Bill.

I will be following results. I have brought a few Festool tools. I do so because the price is justified to me in part by the warranty and service.

I am also a good distance away being in WA ,as I was given to believe that the turn around time for me was 2-3 weeks,I therefore assumed justly so that all the necessary requirements would be in place to enable a repair job.

Originally Posted by BILLOJ

An update to the recall issue.
I contacted the service agents to try and find the status of my Kapex machine.
Spoke to a fellow who was very helpful, he called me several hours later to say that the unit had been located and the job has been ‘esculated’ and depending on parts availability I could expect to receive it by the end of this week.
I did suggest to him that I was sceptical given the fact that it’s been 6 weeks since I delivered the machine to receiving agents as recommended by them. Not withstanding the fact that apparently the parts required for the recall aren’t on hand, I am located 1000 kms away from the contracted service centre and that area is once again in covid lockdown.
On reflection given that I turned my Kapex off and ceased to use it as recommended when I was notified several months ago, I now feel perhaps I should of ignored the advise and gone out and purchased a Chinese made alternative.
Needless to say very little woodwork happening at the moment.
I will post again when the unit is back in place!
Bill.

On reflection given that I turned my Kapex off and ceased to use it as recommended when I was notified several months ago, I now feel perhaps I should of ignored the advise and gone out and purchased a Chinese made alternative.
Needless to say very little woodwork happening at the moment.

Well, I purchased a Bosch "glide" saw with the fancy folding compound linkage that came out of China. The rotating table was misaligned with the rest of the saw. It went back and a Kapex was ordered as it's replacement. And it wasn't cheap either.

Very impressed with Festools service on the Kapex recall, it came back yesterday got a call to pick it up which I did today early got the lifting done before having my second Covid shot.As advised no heavy lifting after having vaccination,not that the Kapex is real heavy.

A good shout out to Festool they were as good as their word on the turn around time considering the distance from WA to Melbourne.