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Author Topic: Interesting Conversation with Festool Today  (Read 5358 times)

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Offline MarkRoderick

  • Posts: 3
Interesting Conversation with Festool Today
« on: June 17, 2019, 01:03 PM »
I’m an amateur woodworker and home handyman, and I’ve been thinking about the Festool Kapex as an upgrade. I can afford it, but I’ve been a little concerned about all the stories about motor burnout. So I called Festool today and asked about it.

Well.

Accordingly to Festool there’s absolutely nothing wrong with the Kapex. I asked whether they’re aware of all the stories about burned out motors online - including on this site - and the manager said “We don’t pay attention to blabbering on the internet.”  I was taken aback and asked “So you don’t care about feedback from your customers?” And he said “That’s just for the marketing folks.”

So there you have it. That’s what a Festool manager thinks about Festool customers.

He certainly answered my question! There’s no way I’m buying that saw.
« Last Edit: June 17, 2019, 02:38 PM by MarkRoderick »

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Offline DynaGlide

  • Posts: 1377
Re: Interesting Conversation with Festool Today
« Reply #1 on: June 17, 2019, 01:17 PM »
 [dead horse] [dead horse] [dead horse]

Here we go again  [cool] [popcorn]
Instagram @matts.garage

Offline Birdhunter

  • Posts: 3767
  • Woodworker, Sportsman, Retired
Re: Interesting Conversation with Festool Today
« Reply #2 on: June 17, 2019, 02:22 PM »
interesting tale.
Birdhunter

Offline Joe Felchlin

  • Posts: 215
  • Just another day in paradise - Livin’ the dream!
Re: Interesting Conversation with Festool Today
« Reply #3 on: June 17, 2019, 02:27 PM »
I’m with you, Mark.
I can easily afford the Kapex... And I’d love to have one...
But, I’m not getting near one.

Ignoring or denying a problem - Doesn’t mean it isn’t real.

Old business saying:
“Ignore your customers... They’ll go away.”
FESTOOL: CT26, CT33 E HEPA Dust Extractors, MFT 1080, MFT-3, TS 55 REQ-F-Plus USA, TS75 EQ, Guide Rails: 1080's/1400/3000mm, LR 32-SYS/Holey Rail, Parallel Guides & Extensions, Plunge Routers: OF1400 EQ & OF1010, Sanders: RO125 FEQ Rotex, LS 130 EQ Linear Detail, DX93E Detail, Drills: PDC 18/4 Li QuaDrive Cordless Drill Set, C12 Cordless, CXS Cordless Compact Driver, SYS-Centrotec-Set, Dominos: XL DF 700 EQ Plus Tenon Joiner Set, DF 500 Tenon Joiner, VAC SYS: System Set, SE 2, Accessory Set | WOODPECKERS: DF 500 Offset Base System | BOSCH: 5412L Compound Miter Saw, 4100-09 10-Inch Table Saw | POWERMATIC: 60HH 8" Jointer, PWBS 14" Bandsaw w/Riser Block | MAKITA: 2012NB Bench Top Planer | JESSEM: Mast-R-Lift XL/Fence/Slide, Rout-R-Plate/Table Stand | RIKON: 50-120 6inX48in Belt-Disc Sander | JET: JBOS-5 Benchtop Oscillating Spindle Sander | PORTER CABLE: 7518 and 690LVRS Routers, 557 Pro Plate Joiner, 16/18/23 Gauge Nailers | LEIGH JIG: D4R 24 Pro Dovetail Jig, | LIE-NIELSEN: Almost every hand plane | DOWELMAX: 3/8" and 1/4" | KREG: K3 Master System | FEIN: Multimaster FMM 250 Q Kit | TORMEK: Super-Grind 2000 | DUST DEPUTY: Industrial (ALL) Steel Deluxe Cyclone (2)

Offline Invincible42

  • Posts: 20
Re: Interesting Conversation with Festool Today
« Reply #4 on: June 17, 2019, 02:48 PM »
I’ll get the popcorn
Full on, laid back, have a go, newbie

Offline Jiggy Joiner

  • Posts: 1111
Re: Interesting Conversation with Festool Today
« Reply #5 on: June 17, 2019, 02:55 PM »
I’ve spoken with quite a few Festool employees of varying rank, and when asking the mythical question, the replies have been varied to say the least.
Some flatly deny an issue and pull that puzzled face. On the other and, some have looked around to make sure nobody is listening but, not knowing who I am either, and given frank and honest answers.

I went on to buy a Kapex 120 (latest model) and I really like it, possibly love it even.
Life really is too short to worry whether a mitre saw, albeit  an expensive one will fail prematurely.

You could swerve buying a Kapex because of fear of it failing, and a few days later your boiler might take a dive, the boiler that you’ve never worried about?

I would love total honesty from Festool but, whilst I’m waiting, life moves on and I need to earn money.

Offline pixelated

  • Posts: 351
Re: Interesting Conversation with Festool Today
« Reply #6 on: June 17, 2019, 02:56 PM »
Did you expect him to say "Sure, 1 out of every xxx or xx or x we sell comes in under warranty for a fried motor"?

For pretty much any company, marketing and sales determine what can be said to whom by whom for about pretty much anything. Violating that puts your participation in the salary continuation program in jeopardy.

Various reviews place the Kapex at the top of the heap for accuracy, but that comes at a price. If you need what it offers, and you can afford it, buy it. As a home shop woodworker, you have a very good chance at not ending up in the bad area of the failure curve within 3 years. Buy it with a CC that automatically extends the Manufacturers warranty and you have whatever additional time. If you get unlucky, keep in mind that no products have 0 failures.
Plenty of people have Kapex's that have run through hundred's of feet of wood with no problem.

« Last Edit: June 17, 2019, 02:58 PM by pixelated »

Offline RobBob

  • Posts: 1378
Re: Interesting Conversation with Festool Today
« Reply #7 on: June 17, 2019, 03:34 PM »
Does Festool have a "President of North America?"  If not they need one and if yes, they need a new one.

Offline Bob Marino

  • Posts: 3258
Re: Interesting Conversation with Festool Today
« Reply #8 on: June 17, 2019, 04:04 PM »
 To the OP, I  get how off-putting that response is, but were you sure it was from a "manager" - again no excuse even it was not a manager, but in all my years being associated with Festool as well as speaking with their various staff members as well as managers, I have never heard anyone speak like that.

 Festool does listen - but they do not discuss - for better or worse, these "issues/problems in public, frustrating though it may be with end customers.
Former Festool  Dealer since 2002; user well before that!

Offline SRSemenza

  • Global Moderator
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  • Posts: 9945
  • Finger Lakes Region, NY State , USA
Re: Interesting Conversation with Festool Today
« Reply #9 on: June 17, 2019, 04:42 PM »
I’m an amateur woodworker and home handyman, and I’ve been thinking about the Festool Kapex as an upgrade. I can afford it, but I’ve been a little concerned about all the stories about motor burnout. So I called Festool today and asked about it.

Well.

Accordingly to Festool there’s absolutely nothing wrong with the Kapex. I asked whether they’re aware of all the stories about burned out motors online - including on this site - and the manager said “We don’t pay attention to blabbering on the internet.”  I was taken aback and asked “So you don’t care about feedback from your customers?” And he said “That’s just for the marketing folks.”

So there you have it. That’s what a Festool manager thinks about Festool customers.

He certainly answered my question! There’s no way I’m buying that saw.



   Hi,

      Your experience is unfortunate to say the least.

         Perhaps   @TylerC  would want to read this, and maybe some other people at Festool.   (My bold)

Seth

Offline TylerC

  • Posts: 1084
Re: Interesting Conversation with Festool Today
« Reply #10 on: June 17, 2019, 04:51 PM »
      Your experience is unfortunate to say the least.

         Perhaps   @TylerC  would want to read this, and maybe some other people at Festool.   (My bold)

Seth

I agree that this is an unfortunate experience. We DO pay attention to "blabbering on the internet", and our senior management is aware of this thread. @MarkRoderick: Thank you for bringing this conversation to our attention.
This account is retired. Please address all Festool questions to @festool usa.

Offline JimH2

  • Posts: 1115
Re: Interesting Conversation with Festool Today
« Reply #11 on: June 17, 2019, 11:58 PM »
No one (other than Festool) has any idea how the Kapex compares to other tools in terms of premature failure. It only gets the most attention since it is the highest-priced. Even if it was the case that the Kapex had design issues leading to premature failure they would never discuss it with anyone not working for the company.

Offline Jiggy Joiner

  • Posts: 1111
Re: Interesting Conversation with Festool Today
« Reply #12 on: June 18, 2019, 04:02 AM »
I’ve found that many employees will discuss it, even though some deny an issue, or some acknowledge that the issue has happened due to user error. You do, as I have personally experienced, when talking one too one with some, get total honesty and clarity, well at least in their opinion, and they accept and agree that there is the potential problem with the saws.
I doubt very much that they’d give the same response within earshot of a colleague or superior but, I personally respect their honesty, even if I cannot prove or use what they’ve said.

I think now, Festool will carry on publicly denying there is an issue or potential for an issue with that model of 120, or blame user error until all of them have run out of warranty, and are confident that the latests saws, or older saws repaired with the later parts will prove to be more durable. Or at least as durable as a customer would expect a saw of such a price to last.

My own saw the REB (latest model) has been in constant use both in a workshop and on site. It gets used in many ways, from trimming too cutting roof trusses and joists.

No babying of the saw but, it gets treated with care and respect, always cleaned properly before being put away, or if in the workshop cleaned before packing up for the day.
I expect this saw to ride out it’s warranty period, and hopefully many years after. I don’t ever think or worry it may fail. If it does, I’ll deal with it accordingly.

It’s clear to me, after speaking to lots of owners, reading, and taking part in threads here regarding the Kapex 120, that Festool are not likely to change their stance regarding the saw, so a potential customer must come to their own conclusions when considering purchase.
Bearing in mind, there is now a supposed newer and improved model of the saw now in circulation.
From what I’ve read and heard, and been told, these saws have upgraded parts that are said to eliminate, failures or potential failures that some of the previous model suffered.
This makes sense to me, as even if Festool continue to deny any issue, surely they wouldn’t introduce a new model with the same inherent fault as a previous model?
Especially taking all the controversy into account.

As with many things in life, you pays your money........................................
« Last Edit: June 18, 2019, 04:04 AM by Jiggy Joiner »

Offline Slowlearner

  • Posts: 66
Re: Interesting Conversation with Festool Today
« Reply #13 on: June 18, 2019, 05:06 AM »
Did you expect him to say "Sure, 1 out of every xxx or xx or x we sell comes in under warranty for a fried motor"?

For pretty much any company, marketing and sales determine what can be said to whom by whom for about pretty much anything. Violating that puts your participation in the salary continuation program in jeopardy.

Various reviews place the Kapex at the top of the heap for accuracy, but that comes at a price. If you need what it offers, and you can afford it, buy it. As a home shop woodworker, you have a very good chance at not ending up in the bad area of the failure curve within 3 years. Buy it with a CC that automatically extends the Manufacturers warranty and you have whatever additional time. If you get unlucky, keep in mind that no products have 0 failures.
Plenty of people have Kapex's that have run through hundred's of feet of wood with no problem.

Check w cc first as the 2 i checked do not cover power tools even for home use..

Offline MarkRoderick

  • Posts: 3
Re: Interesting Conversation with Festool Today
« Reply #14 on: June 18, 2019, 10:09 AM »
I appreciate all the responses. I actually spoke with two people at Festool, first the guy who answered the phone and then his manager, and they both said exactly the same thing (only the manager used the word “blabbering”), so I had the sense that this is the prepared corporate response to questions about the Kapex and its motor. Both seemed annoyed that anyone would ask, to tell you the truth. It’s a strange situation. They have such a terrific reputation with all their other tools. But anyway, thanks.

Offline Sparktrician

  • Posts: 4262
Re: Interesting Conversation with Festool Today
« Reply #15 on: June 18, 2019, 10:23 AM »
I appreciate all the responses. I actually spoke with two people at Festool, first the guy who answered the phone and then his manager, and they both said exactly the same thing (only the manager used the word “blabbering”), so I had the sense that this is the prepared corporate response to questions about the Kapex and its motor. Both seemed annoyed that anyone would ask, to tell you the truth. It’s a strange situation. They have such a terrific reputation with all their other tools. But anyway, thanks.


If you have the names of the two people you mentioned, you might send a PM to @TylerC for internal follow-up.  If I, for one, heard of any of my employees, management or not, publicly disparaging the users of the products that my company made/provided, there would be a very serious seance in the immediate future of those employees.   [mad]
- Willy -

  "Show us a man who never makes a mistake and we will show a man who never makes anything. 
  The capacity for occasional blundering is inseparable from the capacity to bring things to pass."

 - Herman Lincoln Wayland (1830-1898)

Offline jobsworth

  • Posts: 6881
  • Festool Baby.....
Re: Interesting Conversation with Festool Today
« Reply #16 on: June 18, 2019, 11:03 AM »
I highly doubt a customer service rep would say " they dont listen to blabbering on the internet"

No trained Customer service rep would say something like that.

I know for a fact that festool does pay attention to what is being said here and by whom.

Good example, I was at Festool connect, I met Sedge though I never met him, talked to him even seen him in person before he knew me by my handle here.

Ive called festool service and axed some pretty dumb questions and never, repeat never got that sort of response.

 When I mean dumb questions Im talking some thing like, I need the thing for the kapex that does that retracting of the thing.....

Offline PeterJJames13

  • Posts: 253
Re: Interesting Conversation with Festool Today
« Reply #17 on: June 18, 2019, 11:39 AM »
Well.....I've now heard ONE side of the story..... And you know what they say about one sided stories....

Offline Bob D.

  • Retailer
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  • Posts: 2705
    • My Cordless Workshop
Re: Interesting Conversation with Festool Today
« Reply #18 on: June 18, 2019, 01:48 PM »
“We don’t pay attention to blabbering on the internet.”

Isn't that what this thread starter is?

Worthless blabbering not worthy of a response.
-----
It's a table saw, do you know where your fingers are?

Offline MarkRoderick

  • Posts: 3
Re: Interesting Conversation with Festool Today
« Reply #19 on: June 18, 2019, 04:54 PM »
Do some people think I’m lying? Why would I do that? I WANTED to buy the Kapex. I hoped to hear “We fixed that issue last year,” or “The motor burns out if you use a long extension cord,” or some other rational explanation that would allow me to buy the tool. Nope.

The customer service manager really said “We don’t listen to blabbering on the internet.” Direct quote. Maybe they record their conversations? I called yesterday morning, if anyone at Festool wants to check.

Offline grbmds

  • Posts: 2075
Re: Interesting Conversation with Festool Today
« Reply #20 on: June 18, 2019, 05:43 PM »
I doubt anyone thinks your lying. While I don’t understand why Festool service employees would say that, I do know that there is a wide range of experiences with the Kapex.  It’s a great mover sa but I have only used it on a limited basis and do t own one. It is superior to others on the market but priced way above others. With any tool the bad reports are more likely to surface on the internet than good reports. I know a couple of people who own one without problems (at least no problems caused by the saw itself).
« Last Edit: June 18, 2019, 10:58 PM by grbmds »
Randy

Offline Peter Halle

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  • Remington Steele - My Third Boy
Re: Interesting Conversation with Festool Today
« Reply #21 on: June 18, 2019, 06:59 PM »
Sorry that you went thru that.  Festool should have been notified.  I am different And would have contacted them directly but you did nothing wrong posting here.

Peter