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Thread: Kapex
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3rd June 2021, 08:32 PM #16
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3rd June 2021 08:32 PM # ADSGoogle Adsense Advertisement
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24th June 2021, 08:53 PM #17Intermediate Member
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- Nov 2014
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- Central Coast Queensland
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Kapex recall
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.
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24th June 2021, 09:27 PM #18
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."
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25th June 2021, 05:49 AM #19Senior Member
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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.
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25th June 2021, 05:57 AM #20Intermediate Member
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- Nov 2014
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- Central Coast Queensland
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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.
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25th June 2021, 09:37 AM #21
Please do let us know. I can’t be without my saw for more than a carefully timed week.
It's all part of the service here at The House of Pain™
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26th June 2021, 05:14 PM #22
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.
Johnno
Everyone has a photographic memory, some just don't have film.
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27th June 2021, 01:38 PM #23Originally Posted by John Saxon
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.
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28th June 2021, 05:43 AM #24Senior Member
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- NSW
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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.
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28th June 2021, 01:02 PM #25
squeaky wheel
Yep; the old squeaky wheel problem. Prioritising the good wheels over the squeaky one. How short sighted!
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30th June 2021, 06:46 AM #26Intermediate Member
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- Central Coast Queensland
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Kapex
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.
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30th June 2021, 07:36 AM #27SENIOR MEMBER
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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.
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30th June 2021, 07:43 PM #28Johnno
Everyone has a photographic memory, some just don't have film.
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30th June 2021, 08:55 PM #29Senior Member
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- NSW
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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.
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3rd July 2021, 05:10 PM #30
Saw is back home
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.Johnno
Everyone has a photographic memory, some just don't have film.
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