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Author Topic: Response Time  (Read 697 times)

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Offline dechutes

  • Posts: 3
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
    FOG Administrator
  • *
  • Posts: 717
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: 3
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: 2796
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: 3
Re: Response Time
« Reply #4 on: March 07, 2017, 12:46 PM »
Thanks Cheese!

Offline TylerC

  • Festool USA Employee
    FOG Administrator
  • *
  • Posts: 717
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: 6
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 »

Online Holmz

  • Posts: 3412
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]
I ain't no mathematician but i have some negative and positive screwdrivers
I ain't no pilot but i have some planes.
I ain't no sucker but i have a vacuum.
And I has me some saws, and some sandpapers.