Author Topic: Canadian Recall (Read 52159 times)

Ta2ude · « **on:** August 01, 2013, 07:24 PM »

I got a letter the other day saying my Midi dust extractor wasn't Canadian compliant and that they were being recalled. I phoned the 800 number and was told I could receive a CT 26 in exchange or receive a refund. I opted for the exchange and was given instructions for shipping the item. I advised the lady that I used this tool everyday for work, so she said if I gave her a credit card # they would ship out the new unit and place a hold on my card until they received my returned old unit. This whole exchange was very painless and took less than 5 minutes. The girl was very polite and accomodating.I mentioned that I had a box of bags for the Midi as well and was told to send them with a copy of the receipt and I would either be reimbursed or given an exchange. Although I would actually prefer the Midi and bought it specifically for it's more portable size I do believe Festool handled this in a very positive way.

jobsworth · « **Reply #1 on:** August 01, 2013, 07:32 PM »

Well I got the 26 and am very happy about it.

You'll be happy with it.

Rob Lee · « **Reply #2 on:** August 02, 2013, 11:27 AM »

Yeah - I got a letter too....really!

While I have CT 36E, I gave Dad a Midi Package for Christmas (to stop him from borrowing my stuff.....)

Cheers -

Rob

GhostFist · « **Reply #3 on:** August 02, 2013, 12:40 PM »

I purchased my MIDI through Lee Valley, will they be sending out the letter?

CarolinaNomad · « **Reply #4 on:** August 02, 2013, 12:57 PM »

I like my Midi. How could it not be compliant? Oh well! I'll wait for my letter.

KevinHanna · « **Reply #5 on:** August 02, 2013, 01:08 PM »

One thing that has me concerned are the consumables and add-ons. I own a RAS 115, I also own a RO 125, so the exchange for that, although fair, in my case has no value. I called Festool and they offered to refund my money which is fair, but I have > $140 is abrasives and a sanding pad (purchased from Mr. Lee's company in March). I was told if they were opened, there was nothing they could do. I have this issue escalated, I'm quite flexible, there are many ways they could resolve this to my satisfaction, especially when you consider the price difference between the RAS 115 and the RO 125, there seems to be some flexibility. The lady on the phone however was quite adamant that nobody at Festool was going to offer me anything different.

Wait and see I guess.

Kevin

nanook · « **Reply #6 on:** August 02, 2013, 03:38 PM »

Thats funny - I haven't got a letter yet, but I talked with Festool yesterday (Aug 1) and was told over the phone that my only option was a CT26 - and that no refund was available !
I talked with Debbie too, who I understand is their senior CSR - so thats aggravating!

Whats the deal with my consumables (i.e vac bags)? Will they switch them out for a set for the CT26?

nanook · « **Reply #7 on:** August 02, 2013, 03:42 PM »

I have to say KevinHanna, my experience with Festool yesterday was exactly the same!

For me the CT26 is not a comparable vac - I bought the MIDI for its size largely.
I need to look at the Fein's but the CT26 is 7+'' longer and is difficult to carry up and down narrow stairs and landings. To have about the same mobility as the MIDI I'd need the rear $100 handle

Frankly I'm tempted to keep the MIDI and have them service it in Canada.

bionicus · « **Reply #8 on:** August 02, 2013, 03:59 PM »

How far back does this recall extend? I've had my Midi since 2009.

Rob Lee · « **Reply #9 on:** August 02, 2013, 04:34 PM »

Quote from: GhostFist on August 02, 2013, 12:40 PM

I purchased my MIDI through Lee Valley, will they be sending out the letter?

Should be in the mail now. (mine was hand delivered, to save on postage

).

I can send you a copy by email if you contact me directly at rlee@leevalley.com .

Cheers -

Rob

(off for a long weekend!)

Ta2ude · « **Reply #10 on:** August 02, 2013, 05:50 PM »

Quote from: GhostFist on August 02, 2013, 12:40 PM

I purchased my MIDI through Lee Valley, will they be sending out the letter?

I bought mine at Lee Valley in Waterloo, they sent the letter to me.

Ta2ude · « **Reply #11 on:** August 02, 2013, 05:55 PM »

Quote from: nanook on August 02, 2013, 03:38 PM

Thats funny - I haven't got a letter yet, but I talked with Festool yesterday (Aug 1) and was told over the phone that my only option was a CT26 - and that no refund was available !
I talked with Debbie too, who I understand is their senior CSR - so thats aggravating!

Whats the deal with my consumables (i.e vac bags)? Will they switch them out for a set for the CT26?

I talked to Rachel and she said "refund or exchange". She said to "send the bags with a reciept and they would either refund or replace with ct26 bags, Festool would make that decision at their discretion."

hockey_magnet · « **Reply #12 on:** August 02, 2013, 07:50 PM »

Is it being recalled as well since they have both been pulled from the market in Canada?

nanook · « **Reply #13 on:** August 02, 2013, 08:06 PM »

Thanks - good to hear.
The refund (talked first with Rachel, who said no refund on July31; then with her manager Debbie on Aug 1, who said "they were under strict orders from Germany and that no refunds were possible") seems like they changed their tune as of today

Ugh.

Wonder what happened?

Peter Halle · « **Reply #14 on:** August 02, 2013, 08:40 PM »

I would suggest that you wait for the letter or contact Festool directly - and this forum isn't the way to contact them. In reading the prior post that mentioned a refund I take it that the refund was about bags - not the tool.

Peter

nanook · « **Reply #15 on:** August 02, 2013, 11:32 PM »

Your right - thats why I phoned them first and talked with them.
The reason I am posting my negative experience in the forum is b/c I'd like it to turn up when people search 'Festool and Customer Service'
So far, the only time I have used their customer service, I would rank it as very poor

nanook · « **Reply #16 on:** August 02, 2013, 11:34 PM »

I should add that it would be great if someone from Festool could pop in here w/ their official line and a response to the issues w/ the Festool CT Midi and Mini recall raised in the thread.

Ta2ude · « **Reply #17 on:** August 03, 2013, 05:10 AM »

Quote from: Peter Halle on August 02, 2013, 08:40 PM

I would suggest that you wait for the letter or contact Festool directly - and this forum isn't the way to contact them. In reading the prior post that mentioned a refund I take it that the refund was about bags - not the tool.

Peter

No the refund was in regards to the tool, the bags hadn't even been mentioned at that point in the conversation.

Peter Halle · « **Reply #18 on:** August 03, 2013, 05:27 AM »

I guess I read it wrong. Sorry.

Peter

nanook · « **Reply #19 on:** August 03, 2013, 11:13 AM »

Sounds like there have been a few different messages coming out from Festool in terms of refunding the tool costs - after the long weekend, I'd like to see them respond officially in light of the different messages.

Until then, its the long-weekend!

DrD · « **Reply #20 on:** August 03, 2013, 05:51 PM »

Quote from: KevinHanna on August 02, 2013, 01:08 PM

One thing that has me concerned are the consumables and add-ons. I own a RAS 115, I also own a RO 125, so the exchange for that, although fair, in my case has no value. I called Festool and they offered to refund my money which is fair, but I have > $140 is abrasives and a sanding pad (purchased from Mr. Lee's company in March). I was told if they were opened, there was nothing they could do. I have this issue escalated, I'm quite flexible, there are many ways they could resolve this to my satisfaction, especially when you consider the price difference between the RAS 115 and the RO 125, there seems to be some flexibility. The lady on the phone however was quite adamant that nobody at Festool was going to offer me anything different.

Wait and see I guess.

Kevin

I am now officially confused. Is there a recall on the RAS 115?

DrD

EDIT> moved reply out of quote box

Peter Halle · « **Reply #21 on:** August 03, 2013, 06:07 PM »

Quote from: DrD on August 03, 2013, 05:51 PM

Quote from: KevinHanna on August 02, 2013, 01:08 PM
One thing that has me concerned are the consumables and add-ons. I own a RAS 115, I also own a RO 125, so the exchange for that, although fair, in my case has no value. I called Festool and they offered to refund my money which is fair, but I have > $140 is abrasives and a sanding pad (purchased from Mr. Lee's company in March). I was told if they were opened, there was nothing they could do. I have this issue escalated, I'm quite flexible, there are many ways they could resolve this to my satisfaction, especially when you consider the price difference between the RAS 115 and the RO 125, there seems to be some flexibility. The lady on the phone however was quite adamant that nobody at Festool was going to offer me anything different.

Wait and see I guess.

Kevin

I am now officially confused. Is there a recall on the RAS 115?

DrD

not here in the US

EDIT> moved reply out of quote box

Festool USA · « **Reply #22 on:** August 05, 2013, 10:22 AM »

Sorry for not responding sooner, I was out of town last week.

If you are a resident of Canada and own a CT MINI, CT MIDI or RAS 115, please call us toll free at 855-485-2620.

Shane

nanook · « **Reply #23 on:** September 18, 2013, 01:38 PM »

Just to wrap this up - despite being told they were reimbursing Midi bags twice by Festool reps (and incl receipt) - I just received my box of bags back, well over a month later. No note, nothing. WTF Festool?!

Ta2ude · « **Reply #24 on:** September 24, 2013, 04:51 PM »

Quote from: nanook on September 18, 2013, 01:38 PM

Just to wrap this up - despite being told they were reimbursing Midi bags twice by Festool reps (and incl receipt) - I just received my box of bags back, well over a month later. No note, nothing. Festool?!

I have been waiting for my bags as well, I sent them in with my Midi but have heard nothing back yet.

Peter Halle · « **Reply #25 on:** September 24, 2013, 09:06 PM »

Quote from: nanook on September 18, 2013, 01:38 PM

Just to wrap this up - despite being told they were reimbursing Midi bags twice by Festool reps (and incl receipt) - I just received my box of bags back, well over a month later. No note, nothing. Festool?!

Rather than using the forum as a notification type tool, please call them.

Peter

Ta2ude · « **Reply #26 on:** October 01, 2013, 07:37 AM »

I recieved my replacement bags today.

Foghat · « **Reply #27 on:** October 09, 2013, 03:32 AM »

Hi,
I have a ts55req which I registered, and I never got a letter or notice of this recall. Why? If I hadn't thought about taking a look here, I wouldn't have known. Is the problem resolved and should I call Festool and exchange my saw for a new one? Have they said what the fix was?
Also I have the CT26, which I take it is ok.
Not sure why I didn't get notification from Festool.
thanks

Festoolfootstool · « **Reply #28 on:** October 09, 2013, 04:59 AM »

there is a solution,it involves you sending your saw into festool 4 repair as far as I know there are no issues with the ct26

Peter Halle · « **Reply #29 on:** October 09, 2013, 05:33 AM »

Quote from: Foghat on October 09, 2013, 03:32 AM

Hi,
I have a ts55req which I registered, and I never got a letter or notice of this recall. Why? If I hadn't thought about taking a look here, I wouldn't have known. Is the problem resolved and should I call Festool and exchange my saw for a new one? Have they said what the fix was?
Also I have the CT26, which I take it is ok.
Not sure why I didn't get notification from Festool.
thanks

Here is a thread with instructions in the first post: http://festoolownersgroup.com/ts-55-req-recall/important-product-safety-recall-notice-ts-55-req/

Peter