Having trouble with your Festool power tool? Well, we're here to help you. Before posting to the forum, give us a chance to diagnose and resolve your issue. In the U.S. and Canada, call us toll-free at 888-337-8600 on Monday-Friday between 8a-5p EST or contact us via email at service@festoolusa.com. For other countries, please visit http://www.festool.com for contact information for your local Festool service department.

Author Topic: Can't contact service  (Read 546 times)

0 Members and 1 Guest are viewing this topic.

Offline davebullis

  • Posts: 1
Can't contact service
« on: August 21, 2017, 06:40 PM »
I’m wondering if Festool service is as bad as it seems or if I’m doing something wrong.  Last spring my DF500 stopped working with the switch stuck in the on position.  The switch moved normally but the tool stayed on.  I tried to call Festool service but all I got was vmail.  After two days I gave up, filled out a service order and sent it in. I tried to call to check the status but never got a live person.   Happily I got it back “repaired” about 2 ½ weeks later.

Two months and a few hours of operation later it’s doing the same thing.   I called service but only get vmail.  I left four messages today and finally got a call back about 15 minuets before their quitting time.  I missed the call but immediately called back --- vmail.  I can’t afford to keep sending this back, especially if it not really being serviced.  I need to talk to a live person, but it doesn’t seem possible.  I’m a one man shop and can’t sit be the phone waiting for a call back.  What can I do?

Festool USA does not pre-approve the contents of this website nor endorse the application or use of any Festool product in any way other than in the manner described in the Festool Instruction Manual. To reduce the risk of serious injury and/or damage to your Festool product, always read, understand and follow all warnings and instructions in your Festool product's Instruction Manual. Although Festool strives for accuracy in the website material, the website may contain inaccuracies. Festool makes no representations about the accuracy, reliability, completeness or timeliness of the material on this website or about the results to be obtained from using the website. Festool and its affiliates cannot be responsible for improper postings or your reliance on the website's material. Your use of any material contained on this website is entirely at your own risk. The content contained on this site is provided for informational purposes only and does not constitute professional advice.


Offline TylerC

  • Festool USA Employee
    FOG Administrator
  • *
  • Posts: 941
Re: Can't contact service
« Reply #1 on: August 21, 2017, 06:45 PM »
Please send me a PM with your name and phone number, and I'll have someone call you tomorrow. There are usually two guys on the phone. Most of the time, if you're sent to voicemail, they're both on the other line. I apologize that it took a while for them to return your message. If there's a preferred time for them to call tomorrow, please leave that in your PM as well.

Offline ear3

  • Posts: 3226
Re: Can't contact service
« Reply #2 on: August 21, 2017, 08:26 PM »
I know service has come in for a lot of grief recently, so I'll just say that my experiences have been almost uniformly positive with them.  Still, it's worth pointing out that one of the advantages of purchasing regularly from an authorized Festool dealer, especially a brick and mortar one, is that they can act as your go-between and advocate with service.  Whenever I've had a tool issue that required sending off the machine, I just dropped it off with my local dealer @internet@acetool.com and they take care of everything.
Kapex KS 120 w/UG Cart and Extensions • CXS Set • T18+3 w/Centrotec Installer's Set • PDC 18/4 • TS 75 • TSC 55 • HKC 55 w/250, 420 and 670 FSK rails • Carvex 420 w/Accessory Kit • Domino 500 Set • Domino 700 XL • OF 2200 w/Base Accessory Kit • OF 1400 • OF 1010 • MFK 700 EQ Set • LR 32 • MFS 400 w/2000, 1000, and 700 extensions • Rotex 90 • Rotex 150 • LS 130 • ETS-EC 150/5 • ETS 150/3 • Pro 5 LTD • RTS 400 • RAS 115.04 • DX 93 • RS 2 • HL 850 • Vecturo OS 400 • CT 26 w/Long-Life Bag • CT Sys w/Long-Life Bag • MFT/3

Offline RobBob

  • Posts: 1117
Re: Can't contact service
« Reply #3 on: August 21, 2017, 08:36 PM »
I know service has come in for a lot of grief recently, so I'll just say that my experiences have been almost uniformly positive with them.  Still, it's worth pointing out that one of the advantages of purchasing regularly from an authorized Festool dealer, especially a brick and mortar one, is that they can act as your go-between and advocate with service.  Whenever I've had a tool issue that required sending off the machine, I just dropped it off with my local dealer @internet@acetool.com and they take care of everything.

I've never heard of that down here in the Southeast with any Festool dealer doing that.  Maybe your experience is the exception rather than the rule?

Offline jobsworth

  • Posts: 4394
  • Burger Babe Says: I Even Buy Green Bananas
Re: Can't contact service
« Reply #4 on: August 23, 2017, 10:35 PM »
My B&M will check the tool out to be sure if its not operator error, then advise me o send to festool service or if a quick little adj they might do it there or tell me how to do it the adj.

Thats why I go to a B&M and not online if I can help it.
Loving the Calif sun....