Questions and answers about full repair

You can find answers to frequently asked questions here.

    Order

    How do I request a repair?
    Ideally, you should request a repair online using your personal MyFestool account. In doing so, you will benefit from a free transport service, fast processing of the repair and status updates providing information on the repair process.
    Alternatively, you can also call the Festool Service team directly at +44 (0) 1284 760 791. Our staff will be happy to help you with your repair.
    You can also submit repair orders to your Festool dealer. However, please note that the total processing time may be longer in this case due to the additional transport and communication required.

    Why is it a good idea to have repairs carried out directly at Festool?
    You have full control and transparency when it comes to the repair status of your tool.
    When you use the online repair order form, we collect the tool from a location specified by you free of charge. Even as the tool is in transit, we are already scheduling capacities for analysis and repair. This way, your tool is usually only in the workshop for 48 hours while being repaired, cleaned and tested for electrical safety, before being returned to you ready for use.
    You will receive a 6 month warranty on all repaired or replaced parts. 
    We automatically check the warranty status of your tool – if it is still within the warranty period and registered for warranty all-inclusive, the repair is free of charge for you.
    If software updates are available for your tool, we will carry out these updates for you during the repair process as required.
    Our employees are specially trained to repair Festool products, so that every step is just right and you get your tool back as fast as possible.
    Of course we only use original spare parts – without ordering time, directly from our stocks.
    Before sending the tool back to you, we adjust it and carry out fine adjustment. In case of heavy contamination, it is also gently cleaned using dry ice.
    We carry out an electrical safety inspection in line with DGUV/VDE and issue a corresponding certificate.

    Duration of processing

    How long will my tool be gone?
    We generally repair your tool within 48 hours.
    When using our online repair order form, the process takes around one week from collection to return delivery.

    Will I receive a temporary replacement device from Festool if my tool needs to be repaired?
    No, Festool does not offer temporary replacement devices in case of repairs.
    Some Festool dealers offer temporary replacement devices if required.
    You should therefore contact your dealer for more information.

    When will the courier service arrive? Can I specify a certain time?
    Unfortunately, it is not yet possible to specify a time for collection.
    However, you can specify the location from which the tool should be collected.

    Please contact our Service team for further options at:

    Tel.: +44 (0) 1284 760 791 
    E-mail: service-uk@festool.com

    We are available Monday to Thursday from 8.30 a.m. to 5 p.m. and on Fridays from 8.30 a.m. to 3 p.m.

    Costs

    What will the collection cost me?
    Collection is always free of charge. Returning the tool to you may, however, incur charges.
    When you use the online repair order form on MyFestool, your tool will be returned to you free of charge – even if it is no longer within the warranty period.
    If you do not use this form and the tool is no longer within the warranty period, the return delivery will cost £10.45 plus VAT.

    What will the repair cost me?
    If your tool has been registered for warranty all-inclusive, the repair is free of charge during the warranty period.
    In all other cases, you will receive a quotation from us following our initial diagnosis.
    In order to make the quotation and amount calculated as precise as possible, we have to dismantle the tool until we have found all faults. In doing so, we will naturally exercise the greatest care and will only dismantle the tool to the extent required. This prevents unnecessary additional costs during repair.
    You can also specify a cost limit when requesting the repair – in this case we will carry out repairs that do not exceed this maximum value straight away without consulting you again and, if required, will issue a quotation for any further repairs. This option is particularly suitable for older tools, which have already decreased in value.

    How much does a quotation cost?
    Quotations are always issued free of charge.

    Which options do I have after receiving a quotation?
    You can have the tool repaired under the specified conditions.
    If we think that a repair is not economically viable, we will automatically offer you the option to scrap the tool. If you accept this, we will dispose of your old and damaged tool in the appropriate manner.

    Are missing parts on the tool listed in the quotation?
    Parts that are important for safety and the correct function of the tool are fitted and listed. For example, if you send us a circular saw without a pendulum hood, we have to fit a hood for our and your protection and will list this in the quotation.

    Does Festool adjust the price for the repair to reflect my cost limit?
    No. Naturally, we only repair parts that are actually faulty. Accordingly, the costs reflect the actual labour and material consumption, not your cost limit.

     

    Postage & packaging

    Why do I have to specify the battery size for repairs of cordless tools and battery packs?
    Lithium-ion batteries are generally categorised as dangerous goods. Special regulations apply from 100 Wh. For Festool products, this applies to battery packs of 6.2 ampere-hours (Ah) and above.
    To ensure safe transit, it is therefore essential that we know the following details:

    • The exact number of batteries
    • The item designation and part number, which can be found on the reverse of the battery
    • The battery capacity, which can also be found on the reverse of the battery

    If your package contains any dangerous goods, we will provide you with a link to download the necessary ID label for packaging.

    Is it possible to specify a different collection or delivery address?
    Yes, you can specify an alternative collection or delivery address when requesting a repair via MyFestool or by getting in touch with your contact person.

    How do I have to package the faulty tool?
    If your tool is contained within a SYSTAINER, there is no need for additional packaging.
    Loose tools must be carefully packaged in cardboard boxes to safeguard against breakages.
    For large tools and machines (e.g. compound mitre saws), we can provide you with a transportation box – to request one, please contact our Festool Service team at: 

    Tel.: +44 (0) 1284 760 791
    E-mail: service-uk@festool.com

    We are available Monday to Thursday from 8.30 a.m. to 5 p.m. and on Fridays from 8.30 a.m. to 3 p.m.
    Please also observe the additional packaging requirements for shipping dangerous goods.