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.