Getting Your Festool Tools Repaired

What happens when your Festool tools don’t work to their high level of performance?

Sometimes the issue is simply that replaceable items - cutters, blades, sandpaper or sanding pads, etc. - need to be replaced with new ones. If your problem seems more electrical in nature, you may need to replace the motor's brushes (for motors with brushes), socket housing or Plug-It cord. We sell these items and a few other replacement items such as hose garages. (Other parts are available directly from Festool. Contact Festool USA at 888-337-8600 to purchase replacement levers, wheels, etc. )

Sometimes the performance issue is more complex. Time, perhaps, for a Festool repair!

Festool tools, chargers and batteries are warrantied for 3 years from the date of purchase. If your tool, charger or battery does not function properly within this time period, you can submit them to Festool for repair. (This service is in addition to the 30 day return period if you just have buyer’s remorse.)

Tools for Working Wood can help facilitate your repairs, or you can handle the process yourself by going to the Festool website (www.festoolusa.com) and using the website’s “myfestool” portal, which is where Festool owners register their tools, and completing the repair form. You will need to provide certain information that is on a label of the tool: the name of the tool (for example, the ETS 150/5); its product number (for example, 492029) as seen on the label after the letters “T-Nr.”; and its unique serial number (as seen on the label after the letters “S-Nr.”).

You will also need to document the date of purchase. If the tool’s purchase is outside of the 36 month warranty period, the tool will be considered a “non-warranty” repair. All Festool repair work is warrantied for 6 months.

Warranty repairs:

• Complete and submit the online form, print out the form and shipping label, box up the tool to be repaired along with the completed form and take the box to a UPS pickup site. If you are including anything you want back - for example, a Longlife vacuum bag or the blade on a saw, note that on the form. You will always need to note the inclusion of batteries and will need to indicate the presence of batteries on the outside of the shipping box.
• Upon receipt of the shipment, Festool’s Service Dept. will evaluate your tool. Festool will read your identification of the presenting problem but will also conduct its own tests to determine the problem.
• Festool will fix the problem and send you back your repaired tool.
• Typically the process will take about 7-10 days from start to finish. Once in a great while Festool USA needs to get a part from Germany, which will add time to the process.

Non-warranty repairs:

• Complete and print out the online form. If you are including anything you want back - for example, a Longlife vacuum bag or the blade on a saw, note that on the form. You will always need to note the inclusion of batteries and will need to indicate the presence of batteries on the outside of the shipping box.
• Pack up the tool and a copy of the repair form. Shipping the tool to Festool will be your responsibility, so get it to Festool via your preferred carrier.
• Upon receipt of the shipment, Festool’s Service Dept. will evaluate your tool. Festool will read your identification of the presenting problem but will also conduct its own tests to determine the problem.
• Festool will contact you with a cost proposal for the work. For example, repair might include replacement of socket housing, armature and 5 ball bearings. The total value of this work will be the cost of the parts and a labor charge, plus return shipping, which varies based upon the tool’s size.
• See below for a consideration of whether the cost of repair is worthwhile.
• If you wish to authorize the repair, you must pay in advance. If you think the cost is excessive, your two choices would be for Festool to junk or recycle the tool (no charge) or send the unrepaired tool back to you (shipping charge depending upon the size of the tool). Please know that Festool does not guarantee that the unrepaired tool will be in working order, and may even be returned as a bag of components because Festool deems it unsafe to have a somewhat working tool.
• You can ponder what you want to do, but not indefinitely. You should direct Festool within the week of the proposal.
• Once you authorize the repair and pay for it, Festool will fix the problem and send you back your repaired tool.
• As noted above, the repair process without customer authorization typically takes about 7-10 days from start to finish. The additional time of a non-warranty repair depends upon how long it takes you to authorize and pay for the repair. Once in a great while Festool USA needs to get a part from Germany, which will add time to the process.

Finally, use your repaired tool right away. As noted above, repair work is warrantied for 6 months. In the overwhelming majority of cases, the repair fixes the problem, but if you are not satisfied with the repair, contact Festool (or contact us, if we were involved in facilitating your repair) as soon as you know. The Service Department will send you a shipping label (not available ordinarily for a non-warranty repair) for another go at the problem

Factors to consider in determining whether to pay Festool to repair your out-of-warranty tool:

• What is the nature of the repair?
• How much use do you expect to get out of the tool going forward? (How old is the tool? Is it one you need)?
• How much will the repair cost?
• How much will a brand new replacement tool cost?
• Is a replacement tool currently available for purchase?
• Does the particular tool have a functional, sentimental or ideological (anti-waste) value that influences your decision?

Here are some examples of the range of possibilities for a tool in need of repair
(All using the example of a 7 year old Rotex 150 sander with “erratic power”)

• The owner borrows a plug-it cord from another sander and realizes the problem is a cord. He buys a new cord. No need for a repair.
• The owner tries out a new plug-it cord but the problem persists. She examines the tool and sees that the socket housing (the part the cord goes into) looks wonky. She does not want to be separated from the tool for even a day and wants to see if she can replace it herself. She buys a replacement socket housing, checks out our YouTube video on how to replace the socket housing and replaces it. Problem solved! No need for a repair.
• The owner knows that this Rotex is heavily used and makes an unpleasant grinding sound when it does work, and therefore wants a real diagnostic. He sends the sander to Festool for a repair. The proposed work involves replacement of certain parts (a motor brush, turbine and many bearings, among others). The proposed cost, which includes the cost of the replacement parts, labor fees and shipping, represents about 60% of a new tool. The customer feels confident that the repair will address the problem and the 40% savings (as compared to the cost of a new tool) is significant. He authorizes the repair.
• In the same scenario as #3, the customer knows Festool tools are in short supply and it may be difficult to get a new RO 150. She appreciates the service of the submitted tool, but considers buying a new tool to be a better use of funds. However, she thinks she can make use of the relatively new sanding pad and other parts, and therefore pays Festool to ship the unrepaired tool back to her.

If you have questions please feel free to call us (800-426-4613 or 718 499-5877) or email us (support@toolsforworkingwood.com).

To contact Festool directly about repairs

Telephone: 888-337-8600
E-mail: service@festoolusa.com

Click here to see our extensive range of Festool Tools