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: Response Time  (Read 6328 times)

0 Members and 2 Guests are viewing this topic.

Offline jobsworth

  • Posts: 4394
  • Burger Babe Says: I Even Buy Green Bananas
Re: Response Time
« Reply #30 on: August 23, 2017, 10:42 PM »
This is  thread is interesting to me.
 Maybe Im more patient then others I dunno.
 
I called FT service friday got voice mail, hung the phone up w/o leaving a message called right back got a human.

I think that the phone system because if they are busy they dont want to miss your call.

 I ordered some bearings for the CMS sliding table...... Ouch..... they were not cheap which is the norm for FT.

 The lady at service put me in touch with tool repair twice due to the price of the bearings to make sure that Im getting the right part.

Festool said I should get the bearing by Friday (2 days ago).

Did they come????

No.

No biggie to me bc FT doesnt control the mail and much like my cars I keep up the maintence on my tools, so if there is a problem (bearings for ex) I get the issue corrected before Im in the middle of a hot job and have to stress over things not being in replaced/ repairs according to my time frame.

Which reminds me since Im setting up my shop , I have to adj my Kapex.

 It was a tad off. Using a wood peckers square I could see tad bit of sunlight when checking the cut with their square.

So I will be adj it today,  bc I want it to be ready for the next project which Ill be starting in about 3 weeks after I finish getting the shop set up.

Ron,

Could you start a thread about your new workshop - I am sure a lot of people will be interested.

Peter

@Peter Parfitt ,

I dont think anyone would be interested in looking at my shop buddy.
 Its just a garage lined with spur shelving which really saved me a lot of room using the shelving to store all the Systainers and a few converted cabinets that I used to store Systainers/ Sortainers in are now used for storing bits and some supplies.
I dont plan on having a lot of suppplies (stains /finishes hinges, hinge plates etc) as I going to start my own version of the just in time method keeping just what I need to complete the job at hand. Storing stuff takes way to much space.

« Last Edit: August 23, 2017, 10:45 PM by jobsworth »
Loving the Calif sun....

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 Peter Parfitt

  • Magazine/Blog Author
  • *
  • Posts: 3663
    • New Brit Workshop on YouTube
Re: Response Time
« Reply #31 on: August 24, 2017, 12:56 AM »
Hi Ron  @jobsworth

I think the various people that you were kind enough to invite to your UK home would like to see the new shop. You can learn something from everyone no matter how modest (they think) their workshop might be.

An example...  I dropped in on a friend of mine and he has created a new take on the ubiquitous Bessey clamp rack. It is so nifty neato that I may even make a video about it.

Cheers.

Peter

Offline Bob D.

  • Posts: 586
Re: Response Time
« Reply #32 on: August 24, 2017, 05:08 AM »

Festool said I should get the bearing by Friday (2 days ago).

Did they come????

No.

No biggie to me bc FT doesnt control the mail

That's true and sometimes even the delivery party (USPS, UPS, etc.) itself cannot control the delivery date and time.

But Festool can control the delivery date it tells a customer. FT can learn from Lee Valley Tools which has been very good in keeping its delivery promises. Its trick? Under promise and over deliver. If FT wasn't sure the delivery could be made on Friday, it should give "Monday or Tuesday" (a 48 hour window) as the delivery date. Now, in the unlikely event that the order arrived on Wednesday, it would still be acceptable to most customers, because they have not been promised a Friday delivery. A lot of c.s. is about perception. This trick is not patented by LV or anyone and in fact, my car dealership always tells me a much longer estimated time for a maintenance job than it usually needs.

In 95% (and probably more) of my orders, I get my LV shipments a couple of days to a few days before the stated delivery date. They usually ship by Canada Post, but also by UPS in a few times.

Sounds good but if you are planning to be present when the delivery is scheduled to be made then its not much help. If I had a $1000 order coming from LV, ToolNut, or whoever and they told me it would arrive on Tuesday then that is when I would expect it to be there and if not then an update from the shipper or the seller would be sent to me via text message or email. I wouldn't want to have it left out on the porch in plain sight or find a sticker on my door telling me the next delivery attempt will be tomorrow or you can pick up your item at this address. It's no help if the item arrives a day or two early and no one is there to receive it, especially if it's signature required or you might have problems with items disappearing from your doorstep (not an issue for me so far but you never know).
-----
It's a table saw, do you know where your fingers are?

Offline jobsworth

  • Posts: 4394
  • Burger Babe Says: I Even Buy Green Bananas
Re: Response Time
« Reply #33 on: August 24, 2017, 11:53 AM »
Hi Ron  @jobsworth

I think the various people that you were kind enough to invite to your UK home would like to see the new shop. You can learn something from everyone no matter how modest (they think) their workshop might be.

An example...  I dropped in on a friend of mine and he has created a new take on the ubiquitous Bessey clamp rack. It is so nifty neato that I may even make a video about it.

Cheers.

Peter

Ok Ill take a snap shot once I get the grandfather clock out and the CMS Stored. Looking foir a place to hang it where I will be easily accessible
Loving the Calif sun....

Offline jobsworth

  • Posts: 4394
  • Burger Babe Says: I Even Buy Green Bananas
Re: Response Time
« Reply #34 on: August 24, 2017, 12:06 PM »

Festool said I should get the bearing by Friday (2 days ago).

Did they come????

No.

No biggie to me bc FT doesnt control the mail

That's true and sometimes even the delivery party (USPS, UPS, etc.) itself cannot control the delivery date and time.

But Festool can control the delivery date it tells a customer. FT can learn from Lee Valley Tools which has been very good in keeping its delivery promises. Its trick? Under promise and over deliver. If FT wasn't sure the delivery could be made on Friday, it should give "Monday or Tuesday" (a 48 hour window) as the delivery date. Now, in the unlikely event that the order arrived on Wednesday, it would still be acceptable to most customers, because they have not been promised a Friday delivery. A lot of c.s. is about perception. This trick is not patented by LV or anyone and in fact, my car dealership always tells me a much longer estimated time for a maintenance job than it usually needs.

In 95% (and probably more) of my orders, I get my LV shipments a couple of days to a few days before the stated delivery date. They usually ship by Canada Post, but also by UPS in a few times.

Sounds good but if you are planning to be present when the delivery is scheduled to be made then its not much help. If I had a $1000 order coming from LV, ToolNut, or whoever and they told me it would arrive on Tuesday then that is when I would expect it to be there and if not then an update from the shipper or the seller would be sent to me via text message or email. I wouldn't want to have it left out on the porch in plain sight or find a sticker on my door telling me the next delivery attempt will be tomorrow or you can pick up your item at this address. It's no help if the item arrives a day or two early and no one is there to receive it, especially if it's signature required or you might have problems with items disappearing from your doorstep (not an issue for me so far but you never know).

This was 4 tiny rollers for the CMS sliding table. I dont sweat the small stuff. Now if your talking $1000 dollar orders from a tool company like Tool nut, Bob Marino or when I was in the UK tool fest,  you will usually receive a notice when it is shipped and a tracking number and are able to track the package. So you will know when it is delivered.
If a company didnt provie those I wouldnt do business with them.

I usually plan ahead so in this case the rollers Im not going to use the sliding table for a while yet this was tool maintenance for me.
 As Im setting up my shop, Im ordering some more of those boxes for the sortainers that Peter demonstrated in his Storage video.
Do I need them right away?

 No, Im planning for my first project once the shop is set up which will be a platform bed for my baby girl. After I build some drawers to convert a nice walnut cabinet I made to place my tv on into a dresser by removing doors and shelves and making some drawers and adding slides (inter changability the beauty of the 32mm system)

Planning to me is one of the most important things for success.

Though granted there are emergancies that pop up things breaking during production. But Im sure festool will expedite the parts to you.
 
May cost a bit extra but you'll get yer stuff.

Once again no biggie.
Loving the Calif sun....

Offline ChuckM

  • Posts: 165
Re: Response Time
« Reply #35 on: August 24, 2017, 02:47 PM »
Bob D. link=topic=50743.msg519754#msg519754 date=1503565738

[/quote]

"Sounds good but if you are planning to be present when the delivery is scheduled to be made then its not much help. If I had a $1000 order coming from LV, ToolNut, or whoever and they told me it would arrive on Tuesday then that is when I would expect it to be there and if not then an update from the shipper or the seller would be sent to me via text message or email. I wouldn't want to have it left out on the porch in plain sight or find a sticker on my door telling me the next delivery attempt will be tomorrow or you can pick up your item at this address. It's no help if the item arrives a day or two early and no one is there to receive it, especially if it's signature required or you might have problems with items disappearing from your doorstep (not an issue for me so far but you never know).
[/quote]

I am not familiar with your delivery arrangement and system. Here in my province in Canada, for all the orders I have received from Amazon, Fed EX and UPS, the deliveries were left at the front door, with some pushing the door bell and some don't (but they don't wait for you and will get back to their trucks...the bell just to let you know something is there). They don't need any signature even if it is tracked. My understanding is that they found out and decided it is cheaper to cover any losses with insurance than to waste their delivery people's time to wait for someone to answer the door. I noticed the change about three or four years ago.

I am not talking about $100 orders or small items. Jewellery purchases are handled the same way. In the past, a delivery note would be left on the door telling us a second delivery would be tried or the item was available for pick-up at one of the depots. This is no longer the practice.

Yet, we are talking about two different aspects here: One the delivery by the courier or postal service which is out of the control of a supplier, and the other the allowance of time the supplier gives out for delivery. A supplier can always tell a customer the order is to arrive within 10 business days instead of 5 business days, without pinning itself to a specific single date.

« Last Edit: August 24, 2017, 05:25 PM by ChuckM »

Offline Peter Parfitt

  • Magazine/Blog Author
  • *
  • Posts: 3663
    • New Brit Workshop on YouTube
Re: Response Time
« Reply #36 on: August 24, 2017, 03:34 PM »
I now realise how lucky we are in the UK...

With several of the delivery companies I get an email or text giving me a 1 hour window for the delivery. Others might just say am or pm. Very few give you no tracking options.

Some companies allow their staff to use their judgement if you are not in and we always get a note through the door telling us where it has been left - always out of sight or with a neighbour. Others leave a note to say that a delivery will be attempted the following day (because they need a person to sign).

I have never had stuff left at the front door on view from the street.

Peter

Offline ChuckM

  • Posts: 165
Re: Response Time
« Reply #37 on: August 24, 2017, 05:15 PM »
You have the envy of many of us in North America, Peter.

One time, I won a tool package (worth about $300US of Router combo) and the box (big) was left in plain sight on my front door which passing traffic would not miss. At least, our neighborhood crime rates are not high, or ....

Now and then, people complain about damages to their deliveries. I had a few but only one that was severe enough to justify my time to claim a full refund. Either people can't read or don't care about the "Fragile" labels.

But, if any of these happens, no warning labels would help:


 or this



or this (throw, push bell, and leave)




« Last Edit: August 24, 2017, 05:25 PM by ChuckM »

Offline jobsworth

  • Posts: 4394
  • Burger Babe Says: I Even Buy Green Bananas
Re: Response Time
« Reply #38 on: August 24, 2017, 05:54 PM »
Hmmm Ive had somethings left at the door but those were small nit noid things, Ive not had any large boxes left at my door.

I can tell ya this though the courier system in the UK is the one thing I liked about living there. Ill get a text saying when it will be delivered and a texts when its out for delivery and can respond to the courrier if I want the package placed in my back yard, dropped off at the neighbors etc.
Loving the Calif sun....

Offline jobsworth

  • Posts: 4394
  • Burger Babe Says: I Even Buy Green Bananas
Re: Response Time
« Reply #39 on: August 24, 2017, 06:11 PM »
Hi Ron  @jobsworth

I think the various people that you were kind enough to invite to your UK home would like to see the new shop. You can learn something from everyone no matter how modest (they think) their workshop might be.

An example...  I dropped in on a friend of mine and he has created a new take on the ubiquitous Bessey clamp rack. It is so nifty neato that I may even make a video about it.

Cheers.

Peter

OK, Ok Ill start  thread in the workshop folder, but my shop isnt anything to write home about but it does scream Jobby as Im a simple sort of guy nothing flashy very basic
Loving the Calif sun....

Offline Peter Parfitt

  • Magazine/Blog Author
  • *
  • Posts: 3663
    • New Brit Workshop on YouTube
Re: Response Time
« Reply #40 on: August 25, 2017, 03:17 AM »

OK, Ok Ill start  thread in the workshop folder, but my shop isnt anything to write home about but it does scream Jobby as Im a simple sort of guy nothing flashy very basic

Seen it - well done.

Peter

Offline Naildrivingman

  • Posts: 264
Re: Response Time
« Reply #41 on: August 25, 2017, 06:40 AM »
I just read this whole thread and I'm thinking FT International is going to have an international problem on its hands if this material handling problem continues.

I once received a very badly damaged package from a favorite vendor of mine and I assumed it was damaged in shipping.  After inspecting the contents and finding no problem I contacted the carrier to give them a very kind "heads up" and got a lukewarm response at best, so I contacted the vendor to let them know about the handling.  The vendor didn't even want to hear about the carrier at first, they were more concerned about the contents.  They almost immediately offered to ship me a new item on the condition that I return the first item AFTER I received the replacement item.  I told them about the carton and my experience with the carrier and that was that...until a few days later I received a $100 credit towards a future purchase of $200 or more.  Essentially I got a 50% off coupon.

FT are you reading this?  THIS IS SERVICE!!!
Dance with who brung ya...

Offline TylerC

  • Festool USA Employee
    FOG Administrator
  • *
  • Posts: 941
Re: Response Time
« Reply #42 on: August 25, 2017, 08:02 AM »
FT are you reading this?  THIS IS SERVICE!!!

Yes. Festool is aware of these current concerns.

Offline JCookie

  • Posts: 171
Re: Response Time
« Reply #43 on: August 26, 2017, 07:09 AM »
I've had a Festool item delivered by DPD and left on the door step all day. Worth nearly £400.
Apparently I signed for it! But I was 50 miles away!


Offline tjbnwi

  • Posts: 5056
  • Cedar Tucky Indiana
Re: Response Time
« Reply #44 on: August 26, 2017, 08:22 AM »
Seeing as we've moved on to delivery services, my regular UPS driver puts all my deliveries in the garage. Signs for whatever needs a signature. Texts me he's put things away if he knows where they go. I'm going to hate having to deal with a new driver when he retires.

Tom

Offline ChuckM

  • Posts: 165
Re: Response Time
« Reply #45 on: August 26, 2017, 12:41 PM »
I've had a Festool item delivered by DPD and left on the door step all day. Worth nearly £400.
Apparently I signed for it! But I was 50 miles away!

The industry practice may have changed about signing. I have received several packets in the past that required signature but were left at my from door for which no signatures were ever given. The only exceptions were important documents like passports.

I once saw two courier members in a mall leaving their trolley full of parcels by the wall while lining up for their drinks at a Starbucks outlet. The trolley was completely out of their sight for at least 10 minutes as the line-up was pretty long. A lot of people walked through the area, passing by the stack of unsecured parcels near the entrance.

When my wife came back to the sofa area where I was sitting, I told her she should not trust the courier service which she uses a lot.

Offline jobsworth

  • Posts: 4394
  • Burger Babe Says: I Even Buy Green Bananas
Re: Response Time
« Reply #46 on: August 27, 2017, 09:37 AM »
This is why I go primarily to a B&M and avoid buying on line if I can.
Loving the Calif sun....