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Author Topic: Festool UK - out of warranty repair  (Read 565 times)

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Offline allthegearnoidea

  • Posts: 15
Festool UK - out of warranty repair
« on: May 18, 2021, 08:51 AM »
I am a hobbyist and I own about a dozen different Festool machines - my logic being they are professional tools and so for a careful weekend warrior they are a good investment and will last a long time.

I bought the Domino XL for one specific project in either 2015/16 and it is in almost mint condition having only been used a handful of times. I bought it knowing it was a bit of a luxury for one project, but thought it would be a tool to last me virtually a lifetime.

I came to use it a fortnight ago and the speed was completely erratic so I called Festool UK and they arranged for it to be collected and diagnosed. Their staff were excellent to deal with. (UPS, their courier on the other hand are terrible but that's a different matter).

They diagnosed it and sent me a quote for about £140 to replace the electronics and field assembly, which I didn't think was unreasonable, but i thought I might as well plead my case given the tool basically only had forecourt miles on it. I had a quick and pleasant chat with the engineer and he agreed that the overall condition and length of the brushes showed it had seen hardly any use, and regardless of being 5/6 years old the fault shouldn't have presented - and agreed to fix and return completely free of charge.

[thanks] Festool UK - excellent service and gives me reassurance that my money/investment in your tools was a good choice.
« Last Edit: May 18, 2021, 08:58 AM by allthegearnoidea »

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Offline mrB

  • Posts: 885
Re: Festool UK - out of warranty repair
« Reply #1 on: May 18, 2021, 08:58 AM »
Very nice to hear.
there's nothing like the right tool for the job

Offline woodbutcherbower

  • Posts: 43
Re: Festool UK - out of warranty repair
« Reply #2 on: June 04, 2021, 01:07 PM »

Good story and thanks for sharing. Good customer service is exactly what keeps folks returning time after time. It’s probably the single most important reason why I use so much Hilti equipment. Their service is pricey, but absolutely stellar.