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Dewalt track saw-track & cust. serv.

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Forum topic by mandatory66 posted 06-25-2015 04:00 PM 702 views 0 times favorited 4 replies Add to Favorites Watch
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mandatory66

201 posts in 1590 days


06-25-2015 04:00 PM

I purchased the Dewalt track saw with a 102 inch track long story short, if you want to start & end the cut on an 8 ft. sheet of ply you need to start off the wood but on the track. The track is too short to do this without a plunge cut, seems like you would need a track around 120 inches to start the saw on the track. In fact when you cut off the rubber O clearance guide you leave about 4 inches on each end of the track if you do not start & end with part of the saw out of the guides on the track. Thinking I must be missing something I called Dewalt service. I was sent to two service reps who did not understand my issue. I then asked for another rep who would be better versed in the saw. I was told that all her rep’s were there less than one year and she doubted they could help me. I then tried to repeat the issue to her & found I was on dead line. I have many Dewalt products & this may be my last. A few weeks ago I saw an interview on TV with the CEO of Dewalt and he was promoting the company as “top of the line” I think he better get down on the ground and find out what his troops are doing. I will probably solve my problem by getting a 59 Inch track cutting off 20 inched and connecting it to the 102 inch. If anyone has a better solution please let me know.


4 replies so far

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ohtimberwolf

634 posts in 1812 days


#1 posted 06-25-2015 04:36 PM

Wow, sorry you have had such an experience. I find that many people working for a company have no idea about or how to use any of their products. On the other hand that rep may have not wanted you to get another rep as it would look bad for them. If reps are not familiar with a product they should be able to send the problem along to someone who can help you even though they may not be a service rep. Again, sorry for a bad experience I hope it gets better for you, no one likes a disappointment on an order. larry

-- Just a barn cat, now gone to cat heaven.

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AHuxley

493 posts in 2781 days


#2 posted 06-26-2015 04:58 AM

Do you think she hung up or the call just got disconnected. The latter has happened to me with matters far more important than a tracksaw and I have never lost a client over it, it happens.

On the 102” track I must say I wish it was a little longer but honestly I have never had an issue plunging into the cut, it is a plunge saw after all.

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mandatory66

201 posts in 1590 days


#3 posted 06-26-2015 03:56 PM

AHuxley, Getting disconnected happens but in this case the Rep already stated the she did not think anyone had enough experience to help with a track saw issue. I find that statement to be dismissive and unprofessional. If you sell a product I expect you to know your own product. Looking around at other tracks I see that festool sells a 118 inch track seems they got it right. Plunging the saw does not always work. If the plunge is a 1/2 inch the blade does not go deep enough to cut to the end of the board.

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AHuxley

493 posts in 2781 days


#4 posted 06-27-2015 10:03 PM



AHuxley, Getting disconnected happens but in this case the Rep already stated the she did not think anyone had enough experience to help with a track saw issue. I find that statement to be dismissive and unprofessional. If you sell a product I expect you to know your own product. Looking around at other tracks I see that festool sells a 118 inch track seems they got it right. Plunging the saw does not always work. If the plunge is a 1/2 inch the blade does not go deep enough to cut to the end of the board.

- mandatory66

I got you now, when I read it I thought the issue was the disconnect, I see your point now.

As for Festool they do offer a lot of rails, 10 or I IIRC. The “normal” one used for 8’ sheet goods is actually the 106” rail.

While I understand the issue from a theoretical point of view I have never seen it be an issue in use. Can you explain what issue beginning the cut as a plunge cut causes.

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