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 6739 times)

0 Members and 1 Guest are viewing this topic.

Offline dechutes

  • Posts: 9
Response Time
« on: March 07, 2017, 11:31 AM »
Hello,
First time posting here.  I have been using Festools for a few years now and had my first problem last week.  I called the 888 number yesterday for service and got the voicemail.  Left a message and didn't hear back.  Called again this morning and got voicemail.  How long does it normally take to get to speak with someone? 

Thanks!

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: 996
Re: Response Time
« Reply #1 on: March 07, 2017, 11:38 AM »
The service department is usually very responsive. However, in January we made some major changes to our internal technology and processes, and this has slowed the service department down quite a bit. They are returning voicemails and emails as quickly as they can, but their response time is currently slower than usual.

Offline dechutes

  • Posts: 9
Re: Response Time
« Reply #2 on: March 07, 2017, 11:39 AM »
ok, my concern is the tool is out of warranty in a few days.  If I don't hear back by then will it still be covered?

Online Cheese

  • Posts: 3614
Re: Response Time
« Reply #3 on: March 07, 2017, 11:49 AM »
One way around that is to go on-line and fill out the tool repair paperwork and then just send the tool in for service. Free shipping both ways.

https://www.festoolusa.com/account/repair/

Offline dechutes

  • Posts: 9
Re: Response Time
« Reply #4 on: March 07, 2017, 12:46 PM »
Thanks Cheese!

Offline TylerC

  • Festool USA Employee
    FOG Administrator
  • *
  • Posts: 996
Re: Response Time
« Reply #5 on: March 07, 2017, 12:51 PM »
ok, my concern is the tool is out of warranty in a few days.  If I don't hear back by then will it still be covered?

That won't be an issue. However, starting an online repair request will give you additional documentation in case it becomes an issue. Let me know if you run into any trouble.

Offline Ntex

  • Posts: 9
Re: Response Time
« Reply #6 on: March 08, 2017, 02:34 PM »
The service department is usually very responsive. However, in January we made some major changes to our internal technology and processes, and this has slowed the service department down quite a bit. They are returning voicemails and emails as quickly as they can, but their response time is currently slower than usual.

I agree with both the OP and Tyler... Last week or so I called and got a voicemail.

No big deal, except the voicemail "robot" would not accept my voice commands or message. It would think there was nobody on the line and hang up. Quite frustrating. After 3 times, I finally got it to 'acknowledge' the message and send it when I hit the # key. Maybe it was because I was on a jobsite and it was noisy, but still.

Maybe someone from Festool IT should test the actual voicemail program with a cell to see if they have similar issues.

EDIT: I will say, after I got the voicemail to go through I got a callback within 30 minutes or so and they answered my question, so the service from a human was fine.
« Last Edit: March 08, 2017, 02:38 PM by Ntex »

Offline Holmz

  • Posts: 3992
Re: Response Time
« Reply #7 on: March 08, 2017, 04:02 PM »
Hello,
First time posting here.  I have been using Festools for a few years now and had my first problem last week.  I called the 888 number yesterday for service and got the voicemail.  Left a message and didn't hear back.  Called again this morning and got voicemail.  How long does it normally take to get to speak with someone? 

Thanks!

This reminds me of a Kierkegaard's quote.  [wink]

Offline dechutes

  • Posts: 9
Re: Response Time
« Reply #8 on: April 09, 2017, 01:17 PM »
Well, I had hopped to have a good report when I was done, but this has been a horrible experience.  After 4 days I finally heard back from someone and they agreed that I should send my tools in.  So I did the online thing and sent my tools in.  A week later I had heard nothing so I called back in and left a voicemail, again, and the next day I got a call.  They looked up and verified that they had received my tools, but didn't know where they were.  I stayed on the phone while the guy checked and finally found them.  The saw had been mailed back to me already and the Domino was waiting on parts.  I never got any kind of notification on the saw coming back or info on what they repaired.  The guy promised to call me when the parts arrived for the domino, but, shockingly, I never got a call.  I finally got the domino back and the issue is better, but I wouldn't call it fixed, so I called back.  It's been over a week now and I have left multiple voicemail and have no response.  Today I needed to use my saw (have been traveling for a few weeks) and opened the box for the first time.  The systanier is broken, the saw was not even in the systanier correctly so the foam on the top is ruined and the top of the systainer is messed up.  The saw has systainer plastic on it from where they forced it in, and I don't even know what to do at this point.  I can't get any response from Festool and so far my first experience with them is a disaster.  Why did I spend $$$$ on these tools and they can't even answer the phone.  At least Home Depot answers the phone.

Here is a video of my saw:


I'm hoping an employee here sees this and can actually help me. 

Offline Holmz

  • Posts: 3992
Re: Response Time
« Reply #9 on: April 11, 2017, 02:49 AM »
What was wrong with the saw?

Offline Goneshootin88

  • Posts: 34
Re: Response Time
« Reply #10 on: April 11, 2017, 02:19 PM »
[emoji897]


Sent from my iPhone using Tapatalk

Offline dechutes

  • Posts: 9
Re: Response Time
« Reply #11 on: April 14, 2017, 06:26 PM »
What was wrong with the saw?

The 90 degree stop was out of alignment.   Should have just kept using my square to set it.   [sad]

Offline dechutes

  • Posts: 9
Re: Response Time
« Reply #12 on: April 18, 2017, 12:48 PM »
Well,
Looks like the response time here is about as good as phone calls.  I called back again, actually got a human this time, never have received a return call from any of my other voicemail's.  He told me the problem was that the systainer isn't a safe way to pack your saw...  [eek] Really?!?!  It came shipped to me that way and was fine, and the saw is held firmly in place when inserted correctly, but whatever.  He told me to ship it back and they would fix it. 

We shall see.

Does festool service just suck this bad always?  Can anyone chime in on what my expectations should be?  I feel like I get much better service from cheaper brands.  I just always assumed that if I had an issue with festool they would be the best service ever with the price and they way they set themselves up as the best warranty etc. 

Would love to hear people's thoughts.

Thanks.

Offline TylerC

  • Festool USA Employee
    FOG Administrator
  • *
  • Posts: 996
Re: Response Time
« Reply #13 on: April 18, 2017, 01:14 PM »
@dechutes I'm sorry that you've had a disappointing and frustrating experience with your service from Festool. I'm making sure that the team sees your video, and I'm working to get an update on your specific case. (I'm not a member of the service team, so I don't have direct info about individual service claims.)

Until recently, our service team had a reputation for being fast, responsive and thorough. Some recent process and technology changes have really diminished this, but they (and the rest of the Festool team) are committed to working through these temporary problems. Until that happens, this is understandably frustrating for you and other users, and I apologize for that.

Offline XterraJohn

  • Posts: 1
Re: Response Time
« Reply #14 on: April 18, 2017, 09:06 PM »
If they give you a new box I call dibs on the lid off of your old one. I need some spare parts...

Offline antss

  • Posts: 1378
Re: Response Time
« Reply #15 on: April 18, 2017, 10:02 PM »
@TylerC

" He told me the problem was that the systainer isn't a safe way to pack your saw...  "    [eek]

Is this, in fact, the official "party line" ?  Or, simply a department or an indiv. going off script ?

Online Cheese

  • Posts: 3614
Re: Response Time
« Reply #16 on: April 18, 2017, 10:28 PM »
FWIW...I think Festool USA could learn how to efficiently ship product by emulating the shipping procedures that are practiced at Uncle Bob's. In over 7 years I have NEVER received a damaged item. All items received are in their original Systainers....HOWEVER, all internal components are wrapped in bubble wrap. Then the entire Systainer is again wrapped in bubble wrap and then placed in a thick walled cardboard shipping box. Everything arrives in perfect...perfect....perfect condition.

I've received several serviced tools and spare parts from Festool that look like they've been dragged behind a truck. That they were not damaged in transit, depended not upon the packaging, but rather on just the luck of the draw.

Seriously...I think a quick 2-3 hour seminar with Bob on how to properly package Festool tools and ship them in their original Systainers, would go a long way to improving Festool customer service.
« Last Edit: April 18, 2017, 10:46 PM by Cheese »

Offline Holmz

  • Posts: 3992
Re: Response Time
« Reply #17 on: April 19, 2017, 05:37 AM »
...
Seriously...I think a quick 2-3 hour seminar with Bob on how to properly package Festool tools and ship them in their original Systainers, would go a long way to improving Festool customer service.

I heard he both called and emailed, but they never responded back to him...  [wink]

Offline Bob D.

  • Posts: 663
Re: Response Time
« Reply #18 on: April 19, 2017, 06:50 AM »
Well,
Looks like the response time here is about as good as phone calls.  I called back again, actually got a human this time, never have received a return call from any of my other voicemail's.  He told me the problem was that the systainer isn't a safe way to pack your saw...  [eek] Really?!?!  It came shipped to me that way and was fine, and the saw is held firmly in place when inserted correctly, but whatever.  He told me to ship it back and they would fix it. 

We shall see.

Does festool service just suck this bad always?  Can anyone chime in on what my expectations should be?  I feel like I get much better service from cheaper brands.  I just always assumed that if I had an issue with festool they would be the best service ever with the price and they way they set themselves up as the best warranty etc. 

Would love to hear people's thoughts.

Thanks.

This worries me.

I've had a few Festool tools for a couple years, the CT36, RO125, and Domino XL700, then picked up the DTS400 last year and they have all performed great. Recently I plunked down a good size chunk of cash on a MFT, TSC55, LR32 Kit, and some other knick-knacks.

If this is what I am buying into as I sell off my other brand tools and replace them with Festool maybe I better stop now before I am in too deep. Excellent service was one of the selling features for me too.

Other than the TSC 55 being cordless the cut quality of my DeWalt TS has been just fine and I had no reason to replace it other than being able to use the tracks with the LR32 system(so I don't have to have two sets of tracks for different brand tools) . There are fewer (basically none) aftermarket options or accessories for the DeWalt but it does what they designed it to do well. If I am to dump my 7 routers and replace them with a full spread of Festool routers then this story needs a happy ending for me to go forward with any more tool buys. Some of you may not agree but that is how I am seeing this issue affect me. To have your tool come back in the condition shown in the video is totally unacceptable. This man should be given a complete new saw in exchange for this mangled mess.

Don't take this wrong but we're only hearing one side of the story I know that, but at face value it does not appear to be the level of service one (at least me) would expect from Festool.
« Last Edit: April 19, 2017, 07:01 AM by Bob D. »
-----
It's a table saw, do you know where your fingers are?

Online Cheese

  • Posts: 3614
Re: Response Time
« Reply #19 on: April 19, 2017, 07:32 AM »

I heard he both called and emailed, but they never responded back to him...  [wink]


I was told he invited them up for hoagies and cheesesteaks and they still didn't respond... [jawdrop]

Offline Gregor

  • Posts: 550
Re: Response Time
« Reply #20 on: April 19, 2017, 01:30 PM »
He told me the problem was that the systainer isn't a safe way to pack your saw...  [eek] Really?!?!
So far my systainers reached me intact, just being protected from the vandals of the shipment companies by being put into a fitting cardboard box. Including ones containing tools, directly shipped from Festool to me.

One plastic insert was broken as some item made his way to freedom and flew around freely, the insert was replaced by festool two days later. One could argue that the way the foam pieces (that hold the tools in place) are attached to the top could get some improvements to stop them from falling off...

Bottom line: I'm quite irritated by this statement.

Offline dechutes

  • Posts: 9
Re: Response Time
« Reply #21 on: May 05, 2017, 11:07 AM »
Well, got my saw back (packed in the systainer of course) and they replaced the systainer and it has the new plastic moldings for the updated saw.  My saw doesn't fit perfectly, but is acceptable.  Of course I never received any communication from Festool, saw just showed up.  And the bottom of my actual saw is still all marked up, but it doesn't appear any of it was actual damage.  I will try a test cut this weekend and see how it goes.  Can't express my disappointment in Festool and there service.  Looking at Mafell saws now...

Offline dmick

  • Posts: 38
Re: Response Time
« Reply #22 on: June 08, 2017, 10:23 PM »
I'm not sure whats going on with Festools customer service, but it sure seems to be heading down hill. Will we have to speak to a representative in India soon? I bought a DWS Drywall gun and when I received it, it was a demo or a used item!?? The systainer was dirty, the pads you could tell were worn, the tool had marks all over it and a bit was missing!! Ive never had this happen, so I called festool and took my info and called the retailer,etc. or so I thought!? I never heard back from anyone for a few days so I called the retailer and asked them about it and they stated that that is the tool they received from Festool and that I need to deal with them. I was a little irritated, so I called Festool back after not hearing anything for 3 days after I left messages and I told them AGAIN what had happened and told me to return it to where I bought it from! I purchased the tool online mind you and so I called back the retailer, sent it back to them and 23 days later they were still waiting on a new one to arrive!! How in the world it takes this long is complete BS, but called Festool and asked them about it, they looked into it and saw that there was no screw gun on order from the retailer!???? What???? Well after 35 days I got it figured out, but what a friggin nightmare, I will never buy another tool from ACME Tools (Retailer) and am questioning the customer service at Festool as they were wish-washy about helping!
Festoolian since 1999

Offline dechutes

  • Posts: 9
Re: Response Time
« Reply #23 on: August 07, 2017, 11:40 AM »
Sorry for the long delay in final post back here.  I finally used the saw this weekend, (yeah, it took that long  :'( ) and the original issue I sent it in for, being out of alignment) is just as bad.  I have to set it to about two degrees positive to have it cut at 90.  I happened to have purchased the pro LTD 5 sander so I had the new lock head adapter for my hose, and I have to say it is much nicer.  Overall I would rate my experience with Festool support at about a 1.5 on a 1-5 scale.  Can't believe how bad it was given there price and how much they harp on great customer service.  Thanks to everyone on here for there advice and support. I will just continue to use do test cuts to get it square going forward as I wouldn't consider sending it back at this point.  The new systainer cut outs have the saw facing the other way.  You wouldn't think that was a big deal, but it means if your right handed you have to turn the saw around to put it in.  Again, not critical, but it way more annoying then I thought it would be, and for a company that prides itself on ergonomics it seems like a serious oversight. 

One last thing, to the rep that told me it isn't safe to ship the saw with the systainer, I'll give everyone one guess as to how they shipped the replacement systainer to me.  Yep with the saw in it.  [big grin]

Offline DB10

  • Posts: 902
Re: Response Time
« Reply #24 on: August 07, 2017, 10:16 PM »
Yeah, not good enough. Unfortunately it is not just only happening in NA, there are plenty of horror stories from down here as well.
 When you are sometimes spending two or three times more on a Festool over a Makita or Dewalt do you expect a tool twice or three times better,  no you don't but what you do expect is customer service that is at least on par with the other brands or ideally slightly better or what's the point in service all inclusive.
 Festools own words  "Premium quality power tools deserve premium quality service.

Offline ChuckM

  • Posts: 216
Re: Response Time
« Reply #25 on: August 07, 2017, 11:15 PM »
Read this whole thread (from the 1st post on) for the first time and I am really really glad that I decided to spend my money on a non-Festool tool rather than the TS55 REQ package.

I still own four Festool tools including the "infamous" Kapex but they will be the last Festool tools kept in my shop, even though I have never dealt with the Festool repair service. I am a hobbyist enjoying life and woodworking; I don't want to encounter any horror customer/repair service experience found in the Forum and get upset. Life is too short.

Offline jobsworth

  • Posts: 4502
  • Burger Babe Says: I Even Buy Green Bananas
Re: Response Time
« Reply #26 on: August 13, 2017, 10:40 AM »
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.
Loving the Calif sun....

Online Peter Parfitt

  • Magazine/Blog Author
  • *
  • Posts: 3748
    • New Brit Workshop on YouTube
Re: Response Time
« Reply #27 on: August 13, 2017, 11:53 AM »
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

Offline ChuckM

  • Posts: 216
Re: Response Time
« Reply #28 on: August 13, 2017, 11:59 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.

« Last Edit: August 13, 2017, 12:10 PM by ChuckM »

Offline jobsworth

  • Posts: 4502
  • Burger Babe Says: I Even Buy Green Bananas
Re: Response Time
« Reply #29 on: August 23, 2017, 10:38 PM »
Oh as a follow up, I didnt get them on Fri as they said, but I did get them the following Monday. No biggie, One day off is still well with in my tolerance of patience :>D

Loving the Calif sun....

Offline jobsworth

  • Posts: 4502
  • 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.


Online Peter Parfitt

  • Magazine/Blog Author
  • *
  • Posts: 3748
    • 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: 663
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: 4502
  • 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: 4502
  • 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: 216
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 »

Online Peter Parfitt

  • Magazine/Blog Author
  • *
  • Posts: 3748
    • 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: 216
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: 4502
  • 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: 4502
  • 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....

Online Peter Parfitt

  • Magazine/Blog Author
  • *
  • Posts: 3748
    • 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: 352
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: 996
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: 5271
  • 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: 216
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: 4502
  • 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....