After sales
1) Collection of your tool
In order to send your tool directly to the Festool service, please use the original SYSTAINER and send it to: TTS Tooltechnic Systems GB Ltd, Service, Saxham Business Park, Saxham, Bury St Edmunds, Suffolk, IP28 6RX. You can also return the tool to your local dealer, who would package the tool safely and will fill out a repair order form with you.
If you would like to use our collection service to pick up your tool, please contact our service department via phone (01284 727271; Monday to Friday 8:30 am - 5:00 pm) or E-mail
service@festool.co.uk
You will need to send us the pickup address and a contact number. The tool will be picked up the following day.
To process your service request fast we will always need a completed repair order form with every tool. We regret we are unable to process any repairs without a repair order form completed! If it is a warranty repair please attach a photocopy of the proof of purchase and the warranty confirmation if you have applied for the extended 1+2 warranty.
2) Quotation process
If it is a warranty repair
... we are happy to repair the tool under our warranty terms and conditions free of charge.
If it is not a warranty repair
... you can decide between two service levels:
Service level one
If the total repair cost is under £60 + VAT then you agree we can proceed directly with the repair and return the tool to you without first supplying a quote. Choosing this option leads to a faster turnaround time and as a bonus you will receive the return carriage FOC.
Service level two
If you require a quote prior to any work being carried out on the repair of the tool we will charge a return carriage charge of £8.50 + VAT to return the tool.
PLEASE NOTE: If you decide not to go ahead with the repair, it is against health and safety act to reassemble the tool and you will receive your tool back in pieces and you will be liable to a £17.50 assessment fee and return carriage of £8.50.
3) Repair
48 hour service
Festool tools are professional tools, and in the case of a fault, they need to be fixed quickly. We guarantee that no tool remains in the hands of our repair professionals for more than 48 hours. This means two days from the moment when the tool arrives in our repair centre.
Safety test
Only perfectly electrically safe machines leave Festool service. After every electrical repair, each machine is examined by our service engineers with high- voltage testing devices concerning its electrical safety.
As visible indication you receive your machine back with a test sticker on it. On this test sticker the date and the range of the examination can be read. This sticker is to ensure the personal security for you and your employees.
7 years spare part guarantee
Spare parts also come with a guarantee because they are so durable. All spare parts for every machine type are available for up to seven years after the product is discontinued. However, essential spare parts for all machines are available for even longer.
4) Return of your tool
After the repair is complete, the Festool service team will send your tool back to you or to your dealer (depending on where we have the tool from) as soon as possible.
5) Your feedback is appreciated
To be able to improve the processing of your repairs in the future we would appreciate receiving your feedback.
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