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Author Topic: Response Time  (Read 6580 times)

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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!

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Offline TylerC

  • Festool USA Employee
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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?

Offline Cheese

  • Posts: 3488
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

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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: 3918
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

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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

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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: 1310
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 ?

Offline Cheese

  • Posts: 3488
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: 3918
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: 634
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. »
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It's a table saw, do you know where your fingers are?

Offline Cheese

  • Posts: 3488
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: 492
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: 883
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: 192
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

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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....

Offline Peter Parfitt

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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: 192
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: 4445
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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....