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Author Topic: USA WEBSITE  (Read 3508 times)

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Offline rand17

  • Posts: 16
USA WEBSITE
« on: April 12, 2017, 10:30 AM »
So is this new USA website an April fools joke??? HAHAHA!!! ok jokes over PLEASE TURN ON THE OLD WEBSITE!!!!....

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 Alex

  • Posts: 5319
Re: USA WEBSITE
« Reply #1 on: April 12, 2017, 11:10 AM »
I have the same feeling with the European websites which have the same design. It's simply terrible now, navigation is worse than ever and the information provided is absolutely miniscule.

Offline zapdafish

  • Posts: 422
Re: USA WEBSITE
« Reply #2 on: April 12, 2017, 11:25 AM »

We use cookies to optimise the design of our websites. By continuing your visit on the website, you consent to the use of cookies.

Needless to say I did not consent and continue.
CT22, TS55, Kapex, RO150, Domino, RS 2 E

Offline live4ever

  • Posts: 396
Re: USA WEBSITE
« Reply #3 on: April 12, 2017, 11:40 AM »
Yikes.

If you're going to bash the new website, at least provide some constructive feedback on how it could be improved.  I believe Shane used to work on it when he was at Festool and now maybe it's Tyler's domain?  At least provide the feedback in a manner in which someone could benefit from it.

"What you have to do tomorrow, do today.  What you have to do today, do now."  - a wise grandfather who was clearly talking about purchasing Festools

Online bnaboatbuilder

  • Posts: 229
Re: USA WEBSITE
« Reply #4 on: April 12, 2017, 11:52 AM »
The text is huge. The titles are huge. Everything is oversized, so much wasted blank space on screen requiring too much scrolling to get to the meat and potatoes. On product pages, certain images simply do not show on Safari or Chrome/Mac browser nor mobile Chrome browser. For me this shows on EVERY product page, blank images.





Product information has been neutered. PDF manuals hard to find or non existent unless you know they are now in Ekat, which is anti-common sense. Put them with the product page day 1.

Every product page should show the systainer interior so we know what we get. I don't need photos of people using the tool; I do not care about lifestyle images of tool use, just show the tool, contents, accessories. The presentation of the included items appear identical to that of extra accessories; that's just poor presentation.

The "Includes" for each product page has triangle icons. People would assume that designates a dropdown list when clicked but that's not how Festool USA uses them. Triangles are poor icons for bullet points/listing points.

This "1. Excluding sales tax and freight↑" at the bottom of every product page is an idiot lawyer at work. It's what I call a "no $h!t sherlock."

The company information and sitemap at the bottom fills an entire screen on a 21" computer monitor. Odd at best.



As an example, the TS75 product page requires 5 page downs to view everything on a 21" monitor. Everything can fit in 2 with more effort at page design. Too much wasted screen real estate doing nothing.

On a smart phone, the layout requires what seems to be a mile of scrolling down to access anything.

The dealer page is infuriating to use. I typed in my zip code, got a short list with flags on the map but as I zoom in, a drop down occurs covering the list of dealers and won't go away. Please have people use the site, people with no attachment to Festool and get their responses to the user experience. It will open your eyes rapidly to things that do not work. If the "X" is clicked then the list goes away. If I click in the top option in the drop down then the map redirects to show the full country again then requiring re-zooming in to view my local area.



This is all from a matter of minutes of use. It can't get better if I keep going.
« Last Edit: April 12, 2017, 12:33 PM by bnaboatbuilder »
- John

Offline Peter Parfitt

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Re: USA WEBSITE
« Reply #5 on: April 12, 2017, 01:36 PM »
Hi Everyone

I saw all of this on the UK web site some time ago:

http://festoolownersgroup.com/ask-festool/hey-what-happened-to-phill-buckley/msg501782/#msg501782

I really do not like what has been done. Maybe it is a work in progress and can improve but it is a long way from being user friendly or usable on a PC.

Perhaps the iPhone users will find it useful.

Peter

Offline antss

  • Posts: 779
Re: USA WEBSITE
« Reply #6 on: April 12, 2017, 04:31 PM »
Maybe they got the same bozo that did Shane's website to these ?

Offline Phil Beckley

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Re: USA WEBSITE
« Reply #7 on: April 12, 2017, 04:54 PM »
Hi
 Like anything it takes time to settle and the UK version of the website is gradually becoming quicker to load - I guess some 'gremlins' lurk in the system but I am sure all will be good soon.
rg
Phil

I know absolutely nothing on how websites work or the complexity of launching  a new website and unfortunately the above is all I can offer on this.....
Festool U.K Employee | Festool UK Website


Offline TylerC

  • Festool USA Employee
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Re: USA WEBSITE
« Reply #8 on: April 12, 2017, 05:07 PM »

Product information has been neutered. PDF manuals hard to find or non existent unless you know they are now in Ekat, which is anti-common sense. Put them with the product page day 1.


Manuals are also here:
https://www.festoolusa.com/service/owners-manuals

It doesn't have all of them yet -- neither did the old site -- but more are being adding.


As an example, the TS75 product page requires 5 page downs to view everything on a 21" monitor. Everything can fit in 2 with more effort at page design. Too much wasted screen real estate doing nothing.


The in-page navigation should help minimize the amount of scrolling you need to do.

Offline Paul G

  • Posts: 1853
Re: USA WEBSITE
« Reply #9 on: April 12, 2017, 05:10 PM »
Perhaps the iPhone users will find it useful.

Unfortunately not this iphone user. I'm generally not a fan of blocking mobile users from using the PC version of a site. There's times I want the choice and it's not an option.
+1

Online bnaboatbuilder

  • Posts: 229
Re: USA WEBSITE
« Reply #10 on: April 12, 2017, 05:28 PM »
Since @TylerC chimed in, here are some questions for you:

Using the TS75 product page as one example (which should extrapolate to many more product pages) -

1. Why are physical items which are actually included treated alongside what anyone would call a feature? The blade and rail are items included. The flag window/vision panel is a feature. Not sure what the "operation tool" is since there is no image and I've owned the saw for 5 years. Perhaps the allen wrench for changing the blade? If so just call it an allen or hex wrench.

2. Incorrect included items. The 210mm 36T standard blade comes with the TS75, not a 160mm 48T blade as is noted and displayed several times on the page. Also it comes with a 75"/1900mm rail not a 1400mm. Also multiple instances of that on the page.

3. What is this screen actually showing? (Almost nothing because it's virtually empty.)



4. Scrolling sideways for the included items there is another nearly visually empty screen. I don't understand why.



5. Why not have the plug-it cord as an included item? It is separate. Perhaps the gauge and length of the cord would be useful. More useful than listing an "operation tool." The systainer exterior could be displayed in the photo section for what is included.

The goal in my comments is constructive criticism to help any user or new buyer be more informed by the website. The best term for what the new site is currently would be incongruous.
« Last Edit: April 12, 2017, 06:17 PM by bnaboatbuilder »
- John

Offline TylerC

  • Festool USA Employee
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Re: USA WEBSITE
« Reply #11 on: April 12, 2017, 06:28 PM »
@bnaboatbuilder Instead of going line-by-line through your feedback, I'll make a couple notes of my own:

1. "Operation tool" just means that tool itself. The phrasing ("operation tool") doesn't translate well to American English, and we will update it. It's probably self-evident that you get the bare tool when you purchase a tool set, but providing self-evident info is probably better than no providing necessary info.
2. The "Includes" and "Accessories" sections are both being corrected now by the HQ and US teams.
3. There are some obviously some photos missing from the Functions section. This is also being addressed. The text in this section is identical to what was on the old website.
« Last Edit: April 13, 2017, 01:07 PM by TylerC »

Offline antss

  • Posts: 779
Re: USA WEBSITE
« Reply #12 on: April 12, 2017, 07:28 PM »
while you're taking notes:

the artwork needs to be redone - looks like someone just cut and pasted low res. photos on the new site.

might be ok on a smart phone , but they are grainy and blurry on a desktop or ipad.

Offline Bob D.

  • Posts: 196
Re: USA WEBSITE
« Reply #13 on: April 12, 2017, 07:32 PM »
Guess they need to spend some more time running this new website in the sandbox and work out some bugs. Give some trusted, knowledgeable FOG members access and let them play and try to break things and find out what works and what doesn't.

Someone who worked on the design is not likely to catch these types of errors or shortcomings as their brain is already wired to know what to expect and how it should behave because they built it. They will jump right past what will be a problem for the average user and never see the problem. Likewise when you get a couple hundred people running different hardware and many variations of an OS and a half dozen versions if each popular browser you'll turn up a whole batch of problems you never thought could occur.

And then you'll get to fix all that BEFORE you go live.

Get a sandbox server set up and play in it.
-----
It's a table saw, do you know where your fingers are?

Online bnaboatbuilder

  • Posts: 229
Re: USA WEBSITE
« Reply #14 on: April 12, 2017, 07:37 PM »
I never would have assumed that's what "operation tool" means. Some product pages don't have that phrase at all. Well what is flag window/vision panel? The systainer lid image panel or instruction book or something else? I assumed it's was an odd euro translation for the square viewing window to the blade on the TS saws.

Do you want reports of actual errors or do you already have a master list of corrections worked out?

On the OF1400 page, the collet is referenced as 5/16". As far as I have read and researched, while there are a few collet reducers to 5/16" and I don't know why, there is no such thing as 5/16" shaft router bits. You'll be sending new owners on a wild goose chase to find 5/16" shaft router bits. So it might be better to stay with 8mm, since the collet is 8mm and there are actually 8mm router bits but not 5/16" router bits.

As a premium brand errors should be low or never. These aren't harbor freight tools, these are second in price to Mafell. An accurate and tight presentation should be expected always. Otherwise, I'm not sure what justifies the annual price increase.
« Last Edit: April 12, 2017, 07:41 PM by bnaboatbuilder »
- John

Online Bohdan

  • Posts: 688
Re: USA WEBSITE
« Reply #15 on: April 12, 2017, 07:38 PM »
The normal expression is "Don't fix it if it ain't broke" but apparently for Festool IT it's "Break it so we can fix it"

Online bnaboatbuilder

  • Posts: 229
Re: USA WEBSITE
« Reply #16 on: April 12, 2017, 07:57 PM »
Terminology oddities.

Planes are tools; planing is an action. Saws are tools; sawing is an action. I can go on and on. Why have some of the product sections be the action? If I want to buy a saw, then the section should be called saws. The carpentry saws section is labeled such but the other saws are under sawing. "Sanding and brushing" - what tool in that section does brushing? In that section, there are sanders and sand paper type items, but no brushes, or brushing.

I don't see the product section "Workplace organization" to have any relevance to those tools. Systainers, sortainers and sys-ports are workplace organization, not an MFT table or a radio or suction device.
- John

Offline w802h

  • Posts: 195
Re: USA WEBSITE
« Reply #17 on: April 12, 2017, 08:40 PM »
If I was rolling out a website, I would solicit opinions of what people liked and what needed improvement, make a plan, pull the whole think together, test it, and then when I was confidant with the product release it.  That's what we demand of our tools.  Right?  Is the website any different?  I don't get this approach to releasing an incomplete website when there was a great, user-friendly, well-organized site beforehand. 

Offline yetihunter

  • Posts: 292
Re: USA WEBSITE
« Reply #18 on: April 12, 2017, 09:20 PM »
I'm not fuming, but the lack of redirects was a first world burden the last few nights.
I tried to navigate the website but gave up and googled "Festool Supplemental Manuals" instead of "(insert tool) supplemental manual" and got what I needed straight from Rick Christopherson.

Offline Holmz

  • Posts: 3491
Re: USA WEBSITE
« Reply #19 on: April 12, 2017, 09:28 PM »
Hi
 Like anything it takes time to settle and the UK version of the website is gradually becoming quicker to load - I guess some 'gremlins' lurk in the system but I am sure all will be good soon.
rg
Phil

I know absolutely nothing on how websites work or the complexity of launching  a new website and unfortunately the above is all I can offer on this.....

Generally software developers develope in private and roll it out when it is ready... Not develop in public.

Offline mrFinpgh

  • Posts: 175
Re: USA WEBSITE
« Reply #20 on: April 12, 2017, 10:02 PM »
Generally software developers develope in private and roll it out when it is ready... Not develop in public.

In an ideal world, though, they are iterating throughout this process and getting feedback.

For example, a project I am working on right now is essentially a big new website for a specific set of customers to interact with.  NDAs and discretion keep me from saying too much about it, but the customer base is very specific.   We have been developing in private, but demoing to a group of stakeholders on a weekly basis.   

We have a user experience expert who is meeting with actual people in the field to discuss what they want and what is important to them in using this new site.   She also provides insight into how to best structure the data on the page for the users to understand and navigate with the least amount of friction.

Now, at the end of this first phase, we have a period of user testing where numerous individuals from across the customer's organization will go in and pretend to be customers and interact with the site.  This helps to validate that the design 'works' and obviously that the functionality is operating correctly (for the most part..  [unsure])

After that, there are pilot group users who will be specifically engaged to use the site and provide feedback on what they like/dislike and how it is working for them.   

After which, we will probably prioritize and then move to a phase 2, adding some new functionality and integrating feedback from the customer into the process.

It's pretty likely the whole site was built to be mobile-first, but I think it could have been implemented better.   There is a heavy emphasis on images and whitespace, and it makes the site feel large and more complicated than it actually is.  That should have been caught in user testing.   There is a marketing-driven aspect to it that might excite prospective customers, but as a service-portal, it is  bit less effective. 

Aesthetically, I actually like it.  But from a UX perspective, I find it a little hard to use.   I wondered for a while where my 'account' went, as I didn't want to go find my Pro5 sander and get the tool number off of it (bad change management..).   

-Adam

Offline yetihunter

  • Posts: 292
Re: USA WEBSITE
« Reply #21 on: April 12, 2017, 10:20 PM »
Guess what they got in Germany that's NAINA?  [big grin]

Offline Cheese

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Re: USA WEBSITE
« Reply #22 on: April 12, 2017, 10:47 PM »
...what tool in that section does brushing? In that section, there are sanders and sand paper type items, but no brushes, or brushing.

I don't see the product section "Workplace organization" to have any relevance to those tools. Systainers, sortainers and sys-ports are workplace organization, not an MFT table or a radio or suction device.

Ya I noticed that "Brush" thing myself today. Having seen the Brush category, I immediately thought maybe one of those neat NAINA tools from Europe was now available. However, the Brush category turned out to be just an empty placeholder.  [crying]

And while you're railing on the lack of Systainer and MFT equipment, I also noted a total lack of any drill or domino information, or Vac SYS or ................

I just chalk this up to a premature website roll-out. It would have been nice if Festool had taken a more holistic approach to this roll-out and done due diligence on this. Right now, it's really just a half baked exercise at this point.

I really hate to be so negative, but in the last 6-9 months I've seen many items/circumstances that makes me question the clairvoyance of thought of the Festool USA marketing group. And this would certainly start with the gelded metric/imperial products that are now being offered as the new mantra for effective USA marketing penetration.



 


Offline promark747

  • Posts: 403
Re: USA WEBSITE
« Reply #23 on: April 13, 2017, 12:28 AM »
Shouldn't it be Domino "Joining" instead of "Jointing"?

Offline Cheese

  • Posts: 2905
Re: USA WEBSITE
« Reply #24 on: April 13, 2017, 02:32 AM »
Shouldn't it be Domino "Joining" instead of "Jointing"?

It's a German thing... [big grin]

Offline charley1968

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Re: USA WEBSITE
« Reply #25 on: April 13, 2017, 03:26 AM »
German or germane?
Just for today..

Offline Peter Parfitt

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Re: USA WEBSITE
« Reply #26 on: April 13, 2017, 04:27 AM »
Hi
 Like anything it takes time to settle and the UK version of the website is gradually becoming quicker to load - I guess some 'gremlins' lurk in the system but I am sure all will be good soon.
rg
Phil

I know absolutely nothing on how websites work or the complexity of launching  a new website and unfortunately the above is all I can offer on this.....

Hi Phil

I agree with you about knowing nothing about web design - I write programs for home consumption but have never been able to get my head around web site design.

I am doing some research for the CTM 26 video that I am making and the main filter unit is not shown amongst the accessories. However, amongst the brochures and operating instructions it does have something about copying polygons with the circular saw !

I suspect that the Festool web team are trying to create a single web application for all platforms. That would certainly explain the ridiculously low information density for PC users and those with iPads rather than iPhones. It is taking me 3 or 4 times as long to find what I need. I do not accept that some omissions should be acceptable at this stage as it is perfectly possible to set things up on a non live system and switch over when the testing is complete. The poor level of service, certainly for UK users, has been going on for nearly a month now.

Peter

Offline GarryMartin

  • Posts: 1540
Re: USA WEBSITE
« Reply #27 on: April 13, 2017, 05:23 AM »
From what I understand, the changes "under the covers" are to allow a much more streamlined global delivery of web content to Festool users. The platform chosen allows Festool to decouple the content from how it is presented to the user, so you don't have to keep changing things to support new or different form factors or devices. It supports multiple sites and manages multilingual content, and integrates with all sorts of other environments with the ability to provide future additional benefits to us.

But it has been a huge change to put that global solution in place, and there were bound to be teething problems in different countries as they attempt to consolidate all of that information and make it available via the new platform.

Some of us will find it easier (seems just to be me at the moment!) because of the user experience and interfaces we are used to dealing with. Others may find the change more of a negative experience for them. It's clear that not all of the country versions are operating in the same way; I don't see all of the same issues with the UK content for the TS 75 for example, but I do see some of them. I can login without problems.

So it may just be that a little time is needed to work through a list of feedback and issues and make the changes and improvements necessary.

Let's keep it positive in the feedback; there's a lot of assumptions above about how Festool have gone about this without any detail about what they have actually done, who they've engaged, or how they've approached the project and the challenges they were presented with; indeed whether they actually engaged end users etc.

I'm sure @TylerC and the US marketing team are working with the Festool Germany team responsible for the project, as I'm equally sure that @Phil Beckley and UK marketing team have been in my neck of the woods.

Let's continue to provide good, solid, friendly feedback because that's how we can help to improve things.

It's not going back to how it used to be, so let's help make the new platform better than what it was.
[NOTE: Tools from other manufacturers are of course available. As this is the Festool Owners Group, I tend to limit my advice to the tools that Festool sell, and assume that you've come to this site to get advice on Festool tools and because the level of skill and experience of the community here outstrips most you'll find elsewhere. If you *are* interested in tools from other manufacturers, please mention it in your post and also take the time to visit their user forums too.]

UK and Southern Ireland Members  |  Supplemental Manuals  |  Festool Links  |  Festool UK Spare Parts

Offline Poindexter

  • Posts: 119
Re: USA WEBSITE
« Reply #28 on: April 13, 2017, 06:21 AM »
Guess they need to spend some more time running this new website in the sandbox and work out some bugs. Give some trusted, knowledgeable FOG members access and let them play and try to break things and find out what works and what doesn't.

Someone who worked on the design is not likely to catch these types of errors or shortcomings as their brain is already wired to know what to expect and how it should behave because they built it. They will jump right past what will be a problem for the average user and never see the problem. Likewise when you get a couple hundred people running different hardware and many variations of an OS and a half dozen versions if each popular browser you'll turn up a whole batch of problems you never thought could occur.

And then you'll get to fix all that BEFORE you go live.

Get a sandbox server set up and play in it.

This is good advice for next time.  Too late now as they've already launched and probably can't roll it back.

I work for the largest software company in the automotive business.  We own things like Autotrader and KBB as a few of our better known consumer-facing entities.  But we also build and host over 13,000 other websites that manufacturers and retailer/service centers (dealers) rely on to make their money every day.  Not to mention the operational softwares... but my point...

We have absolutely messed up site launches.  We have totally made usability left turns when we should have gone right.  And the only thing I can say is that if you aren't iterating you're not moving forward.  Mistakes happen, but mistakes usually get fixed.  They just take a little time to work though.  A website is like a woodworking project:  no two are the same and every mistake takes some TLC to fix.

Offline Gregor

  • Posts: 234
Re: USA WEBSITE
« Reply #29 on: April 13, 2017, 06:52 AM »
The poor level of service, certainly for UK users, has been going on for nearly a month now.
Fear not, you're not alone.

Tried to order some replacements for my surfix (the green pads), started at the homepage and searched for 'surfix' - no sys but they interestingly seem to have (when skimming the pictures) 4 kinds of oils now... wait, the first is the set.

Then looking at accessories: I presume it is on another screen page where Oil sponges are... no, there is no way to scroll like on Items included... looking there aaah: green non-woven sanding pad and it even has a link. YES!

Yes? no...
For redundant see redundant.

I think the people here are disappointed as they actually use the tools and want to quickly find what is needed - be it general information, manuals, product numbers for spare parts (especially of consumeables). And with 'quickly' I don't mean to:
  • click 'more' repeatedly on longer lists on a desktop just to show what's not loaded yet to eventually find that it dosn't contain what is seeked at all
  • having to click through side scrollers 4 items a time when there is plenty of screen estate available to display all at once
  • swipe their fingers to the bone on a mobile as it'll only display one item and you have to go through the list one by one

While the idea of one site rules them all sounds great on paper, where is the version the cleanly lists needed information, densely (without much clicking/swiping/scrolling) and accessible?

A version that isn't aimed at the visually impaired?

A version where activating 'read view' in the browser condenses it down to actual information, instead of 17 pages (like for the TSC55, on a QHD display with >1300 pixels vertical being available) with all links (but homepage, online-shop, find dealer, service all included) and package contents, downloads and accesories removed but the marketing bling surviving, including pictures?

A version where I can actually print the page (current firefox is unable to, aborts with an error) and on browsers where I can have the result not looking like *** and consume a whole tree (* print-iexplore.pdf (1584.4 kB - downloaded 4 times.), * print-chrome.pdf (2985.06 kB - downloaded 8 times.))?

IMHO this site should be taken out the back and put down for good, at least until it can be resurrected in a form that dosn't look like being exclusively marketing bling aimed at mobile phone users. It seems they forgot that they have an actually existing userbase that is not in the currently hyped marketing focus group (the ones with callused fingertip skin from stroking a wipe-o-phone 24/7).

Sorry, I'm out of polite words to describe this clusterfuck of failed usability - this should not have never been released in the current state.
« Last Edit: April 13, 2017, 06:55 AM by Gregor »

Offline Holmz

  • Posts: 3491
Re: USA WEBSITE
« Reply #30 on: April 13, 2017, 06:59 AM »
...

In an ideal world, though, they are iterating throughout this process and getting feedback.
...
-Adam

I understand spiral development and agile development.
However There was a working web site, and now it sounds like it is a non working one.

Theoretically it may be better, and theoretically it could have been tested on multiple devices before rolling it out.

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 Gregor

  • Posts: 234
Re: USA WEBSITE
« Reply #31 on: April 13, 2017, 07:11 AM »
Theoretically they could have put up the new site under a subdomain first and crowdsource the testing/debugging from their userbase (like the forum members here, or all their registered customers via a mailing like the marketing ones I get on a regular basis), with some tools to be raffled out over participants (or something) as carrots to get feedback.

Offline Holmz

  • Posts: 3491
Re: USA WEBSITE
« Reply #32 on: April 13, 2017, 07:42 AM »
Theoretically they could have put up the new site under a subdomain first and crowdsource the testing/debugging from their userbase (like the forum members here, or all their registered customers via a mailing like the marketing ones I get on a regular basis), with some tools to be raffled out over participants (or something) as carrots to get feedback.

That sounds practical too.

Offline TylerC

  • Festool USA Employee
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Re: USA WEBSITE
« Reply #33 on: April 13, 2017, 08:21 AM »
I'm not fuming, but the lack of redirects was a first world burden the last few nights.
I tried to navigate the website but gave up and googled "Festool Supplemental Manuals" instead of "(insert tool) supplemental manual" and got what I needed straight from Rick Christopherson.

There are a lot of redirects already set up. If you have specific examples, we'll get them added.

Offline mrFinpgh

  • Posts: 175
Re: USA WEBSITE
« Reply #34 on: April 13, 2017, 08:25 AM »
...

In an ideal world, though, they are iterating throughout this process and getting feedback.
...
-Adam

I understand spiral development and agile development.
However There was a working web site, and now it sounds like it is a non working one.

Theoretically it may be better, and theoretically it could have been tested on multiple devices before rolling it out.

Agreed.  That's why I'm saying that many of these issues could have and probably should have been identified prior to a complete changeover.  @Gregor is speaking to this better than I did. 


Offline charley1968

  • Posts: 457
Re: USA WEBSITE
« Reply #35 on: April 13, 2017, 08:56 AM »
Hey folx!
Take a step back! A tool suppliers website is shite..so what? Is a website really sine qua non? In a couple of months it's gonna be allright. I guess. And in the meantime we got this little forum to attend to, roight? Honestly, who ever gained much info from the previous website? When i need info fast , i always checked sellers sites first: faster and more to the point.
Peace!
Just for today..

Offline antss

  • Posts: 779
Re: USA WEBSITE
« Reply #36 on: April 13, 2017, 09:12 AM »
"whoever gain much info from the previous website" ?

I'll wager a lot of people !

The abrasive selector
Jigsaw blade selector
EKAT
Owner's manuals
Supplemental manuals


.......to name a few.


Whether we like it or not , in today's world - a comprehensive and easy to navigate website is pretty much mandatory for a manufacturer.  It even needs to work with a smartphone and tablet as well as full sized computer.

Offline Paul G

  • Posts: 1853
Re: USA WEBSITE
« Reply #37 on: April 13, 2017, 09:33 AM »
I'm not fuming, but the lack of redirects was a first world burden the last few nights.
I tried to navigate the website but gave up and googled "Festool Supplemental Manuals" instead of "(insert tool) supplemental manual" and got what I needed straight from Rick Christopherson.

There are a lot of redirects already set up. If you have specific examples, we'll get them added.

https://www.festoolusa.com/service/manuals/

https://www.festoolusa.com/media/pdf/domino_xl_df700.pdf
+1

Offline charley1968

  • Posts: 457
Re: USA WEBSITE
« Reply #38 on: April 13, 2017, 09:40 AM »
I concede that the Ft website contains relevant information. But you'll agree there are other ways to get the information: FOG, dealers, web, paper catalogues...
Of course a manufacturer ought to have an easy-to-navigate, informative website. They screwed up. It will be fixed. Eventually.
In the meantime, i hope the FOG will have less consumerism and more information. Amen.
Just for today..

Offline Paul G

  • Posts: 1853
Re: USA WEBSITE
« Reply #39 on: April 13, 2017, 09:50 AM »
Shouldn't it be Domino "Joining" instead of "Jointing"?

The international site agrees with you...https://www.festool.com/Products/Pages/Product-Detail.aspx?pid=574320
+1

Offline TylerC

  • Festool USA Employee
    FOG Administrator
  • *
  • Posts: 767
Re: USA WEBSITE
« Reply #40 on: April 13, 2017, 10:11 AM »

Offline Cheese

  • Posts: 2905
Re: USA WEBSITE
« Reply #41 on: April 13, 2017, 12:31 PM »
Honestly, who ever gained much info from the previous website? When i need info fast , i always checked sellers sites first: faster and more to the point.

I'll give you that one for sure... [thumbs up]...I actually quit going to the old Festool website for information as some of the info was out of date, some was just flat out incorrect, some of the recently released products were not available and some of the pictures were of the 50 x 50 size. Way too small for these old peepers to focus on.

So, for the last 6-9 months, I've been using Uncle Bob and the ToolNut websites for detailed Festool information exclusively. After trying the new website yesterday, I'll continue to use the BM/TN websites until Festool can get things back under control.

I tried using my iPhone yesterday and it was a mess, I spent more time swiping than reading. [crying]

Offline yetihunter

  • Posts: 292
Re: USA WEBSITE
« Reply #42 on: April 13, 2017, 02:58 PM »
I'm not fuming, but the lack of redirects was a first world burden the last few nights.
I tried to navigate the website but gave up and googled "Festool Supplemental Manuals" instead of "(insert tool) supplemental manual" and got what I needed straight from Rick Christopherson.

There are a lot of redirects already set up. If you have specific examples, we'll get them added.

I would, but I just checked and they're already fixed. :)
AWESOME!


Online Bohdan

  • Posts: 688
Re: USA WEBSITE
« Reply #43 on: April 13, 2017, 07:38 PM »
I think that Festool should have a look at Toolnut's website to see how it should be done.

I needed info on some systainer dividers and none of the Festool websites even admitted that such an item existed.

I contacted Festool Aust who referred me to an ekat page to get a part number, entered that number in all of the sites - not found - doesn't exist!

Went to Toolnut's site, two clicks later had all the info I needed, including all of the other options available.

In this modern global environment a company that can't manage a website or run a phone in the US raises serious concerns about its ability to actually make things properly.

Get real Festool! Are you trying to help your customers or to destroy a successful operation?

Offline Holmz

  • Posts: 3491
Re: USA WEBSITE
« Reply #44 on: April 13, 2017, 08:27 PM »
...
In this modern global environment a company that can't manage a website or run a phone in the US raises serious concerns about its ability to actually make things properly.
...

+1 

Offline Cheese

  • Posts: 2905
Re: USA WEBSITE
« Reply #45 on: April 13, 2017, 09:38 PM »
+2

Offline Cochese

  • Posts: 154
    • The 144 Workshop
Re: USA WEBSITE
« Reply #46 on: April 14, 2017, 10:23 AM »
Why so angry?

Anyway, sites developed to be responsive to different platforms will be the norm if they aren't already. Complaining about that is pretty pointless, because the times they are a changin'. I will say though that perhaps the buttons and images are slightly too big even for that purpose. Perhaps shoot for three/six across vs two/four.

Offline Goneshootin88

  • Posts: 30
Re: USA WEBSITE
« Reply #47 on: April 14, 2017, 11:00 PM »
Why so angry?

Anyway, sites developed to be responsive to different platforms will be the norm if they aren't already. Complaining about that is pretty pointless, because the times they are a changin'. I will say though that perhaps the buttons and images are slightly too big even for that purpose. Perhaps shoot for three/six across vs two/four.
I think it has more to do with how many problems seem to be plaguing the brand recently. If it was just the growing pains from a new website it wouldn't be such a big deal. But when you add this to the super long Pro5 wait times, bad customer service in the repair department, adds clearly not made by someone who knows the product, and of course the annual price increase. It leaves a bad taste in people's mouths. If you're paying for a premium product, you want to feel that you are getting your money's worth.


Sent from my iPhone using Tapatalk

Offline Bert Vanderveen

  • Posts: 313
Re: USA WEBSITE
« Reply #48 on: April 15, 2017, 12:24 PM »
I have been a (graphic + communication) designer for almost four decades and even learned to hand code websites in the early nineties, when the WWW was in its infancy, because I needed arguments when the programmers en tech guys tried to no-no my design choices and ideas. I have tried my best to keep up to date with new tech and software until I quit working, so I think I have some insight and useful (?) comments…

Yes, the Festool sites needed major upgrades. They surely needed better cross platform compatibility. Hence the 'modern responsive' design, that is ubiquitous (alas), with its modularity, low information density, simple design and coarse typography. But for a mainstream business conformity is an easier choice than a more innovative approach. Let's just say that the design is not bad.

Yes, rolling out a new site is a risk. But it has to happen eventually. Removing a bandaid comes to mind. Just do it quickly, the pain will fade sooner.

What has made this roll over painful is that apparently the back end appears to have been underestimated, eg the way the data have been organised and can be accessed. In the course of years and years of adding data mistakes are made. Databases differ in the way data are 'boxed' and described. When one tries to have data from all kinds of sources to fit into one model there will be glitches. And I think in this case the number of glitches was far greater than everyone expected & far more manpower had to be allocated to fix things.

If Festool had acknowledged that, the furore would have been far less than what has happened.

And then there is the design and usability aspect of the new sites. Responsive design is a fairly new branch of web design. It still needs to find its way. It needs to develop, like all other forms of communication design have. I am not a big fan, because as a designer I dislike the limitations it has. But just remember that it took over 200 years for newspapers to 'discover' the concept of the headline. Or the way the first websites looked, compared to nowadays. Thankfully things move really fast in the 21-st century.

It may take  a while for us to get used to the new, but we surely will.
Cheers, Bert Vanderveen

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