Author Topic: Bob Marino - Festools - dissapointment  (Read 12937 times)

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Offline Sky

  • Posts: 2
Bob Marino - Festools - dissapointment
« on: June 04, 2016, 09:04 PM »
No more.



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Moderator note.......
 
        The OP has removed the initial post info from this topic the gist of it can be garnered from replies below. For topic clarity the post was about some manuals not being sent with tools.

        If reading this topic please be sure to read all of it especially Bob Marino's replies.


Seth

   FOG Moderator
« Last Edit: April 26, 2017, 02:15 PM by SRSemenza »

Offline copcarcollector

  • Posts: 1359
Re: Bob Marino - Festools - dissapointment
« Reply #1 on: June 04, 2016, 09:17 PM »
Sorry that you had this experience with Bob. Every other discussion I read is about his great service.

Bob, in my opinion, is at a slight disadvantage, as he is based in NJ, but his fulfillment center is in Ohio. It's harder to be hands on so far away. But I agree that if he promised several times that you would receive what you asked for, it should have been done, regardless of locations.

Festool dealers are not allowed to discount, over the package deals that are offered.

There are other great dealers for sure, if you want some suggestions send me a private message.

I hope that Bob will make the situation with the manuals right for you. In the mean time, welcome to the FOG, and maybe you can share some of your work with us in the future--
« Last Edit: June 04, 2016, 09:22 PM by copcarcollector »

Offline erock

  • Posts: 1254
Re: Bob Marino - Festools - dissapointment
« Reply #2 on: June 04, 2016, 09:20 PM »
It doesn't matter how much money you spend with any Festool dealer.  They will not give you a discount unless Festool USA has a promo and gives the authorization for dealers to give a discount.   Fixed prices for all U.S  Festool dealers.    So please don't take that out on Bob.

Eric


Offline Holmz

  • Posts: 3896
Re: Bob Marino - Festools - dissapointment
« Reply #3 on: June 04, 2016, 09:20 PM »
Just so frustrated I wanted to share. I used Bob Marino for all my Festool purchases recently based on good reviews via this group.

I purchased a TS55, Kaypex, CMS Router station, Drill, drill installer kit, (2) MFT tables, one MFT3, CT26, Domino, Domino kit, RO125, sanding kit, clamps, tracks and other accessories.

Overall the purchase was ok, had asked for a small discount if I bought all these items, didn't happen.. fine.

Then they send a couple really nice manuals.. with 2 of the items.. very nice. So, I asked if I could get some printed ones for the other tools since they have them in PDF. I contacted Bob over 3 months ago and he said no problem. Awesome, well, now I have contacted him 4 times, each time he said his "guys" would send them out. Never received anything. As of today I give up.

I know, it's just manuals... and I have the PDF's. The point is I spent a TON on money with Bob and could of went elsewhere. There was no little discount, heck, I'd throw a guy a 2% discount if he bought this much at least. Then to not even include manuals?

I'm beyond disappointed. Mostly because he said he'd take care of it months ago. I love the tools and just wish I would of given my VERY hard earned money to someone else. I will NEVER use Bob Marino for any further purchases. Bob seems like a nice enough guy but if he can't even get me a couple free manuals within a few months.... that's not reputable in my book and I would seek purchases elsewhere. I'm sorry Bob, you had plenty of time to take care of a customers very small request, after getting over 9 grand from me. Just not cool in my book. I take very good care of my customers and always go the extra mile.... and they spend much less money... with me. They always come back because of my service. Sorry to vent... just seemed like such a simple request and Bob assured me it would be taken care of... 4 times. No more. Just leaves a bad taste in my mount and I'm sure some other dealer would of bent over backwards for my money. Oh well. just how the world works these days.

One could have approached Mt Moreno directly.

Being your first post, I am wondering if there is a possibility that you did not buy tools from Bob?

Offline copcarcollector

  • Posts: 1359
Re: Bob Marino - Festools - dissapointment
« Reply #4 on: June 04, 2016, 09:22 PM »
One could have approached Mt Moreno directly.

Being your first post, I am wondering if there is a possibility that you did not buy tools from Bob?

I take him at his word, and he says he has asked four times...

Offline Holmz

  • Posts: 3896
Re: Bob Marino - Festools - dissapointment
« Reply #5 on: June 04, 2016, 09:27 PM »
Taking him at his word, then he is frustrated.
it could more than just the manuals.

Offline neilc

  • Posts: 2146
Re: Bob Marino - Festools - dissapointment
« Reply #6 on: June 04, 2016, 09:28 PM »
@Sky - welcome to FOG and I'm sorry you're having a problem getting printed manuals.

I've done a lot of business with Bob and he's always been outstanding.   Probably the longest standing dealer on FOG and prior to that on Sawmill Creek and many other sites. 

Did you call Bob directly on his mobile because I always have found him to return calls and be very responsive?  I certainly can understand your frustration.  Perhaps something in his life has distracted him of late.  But Bob is as good as they come. 

As much as you might expect a discount on volume purchases, none of the dealers can do so under contract with Festool.   

What manuals do you need printed? 

Post the manuals you need here and PM me your address and I will print and mail them to you.  Tomorrow.  No cost to you. 

But I'll do it because Bob has been a really good dealer and supporter of FOG and deserves more respect than you are giving him, particularly with this being your first post.

Neil

Offline Jeff R Johnson

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Re: Bob Marino - Festools - dissapointment
« Reply #7 on: June 04, 2016, 09:29 PM »
Any reason not to contact Festool directly? If the manuals are available I'm certain they would send them to you.
Frankly, I'm sick and tired of people whining on this forum. Everyone in business drops the ball now and again. Everyone. Why?  Because life happens. The unexpected throws you a curve ball. Move on people.

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Offline Sky

  • Posts: 2
Re: Bob Marino - Festools - dissapointment
« Reply #8 on: June 04, 2016, 11:01 PM »
Thanks guys for your comments... appreciated. I understand on the discount.... like I said no big deal...Yeah, and Bob does seem like a nice guy. I have talked to him on his cell phone and have his direct email. he does get right back to me.

I know most here have been very happy with him and that's great. The point of this forum I believe too let people know of our experiences, good and bad etc.... I know all of us on here spend our hard earned money and the best tools out there or we would not be here. We all pay a premium for our tools. I take the wife's Lexus in for some service and she is treated like a queen....:-) Car wash, water you name it. If I ever take my GMC in... not so much:-) And I don;t expect it. LOL I'm just sayin.... I don;t think asking for the nice USA printed manuals is to much to ask for for a few months, and be promised. I would rather Bob just said you're on your own to print them out... done deal.
Not trying to make more out of this.... I actually hate posting because everyone gets so bent out of shape to easily. I'm sharing an experience that I had... simple as that. I just feel like my business is not appreciated. Oh well.. we can buy from where ever we want.
Bob Marino's shipping was great, I purchased from CA so had no tax, which saved me. Bob has been very approachable. I did not know of his shipping arrangement so maybe it just fell through the cracks. Best to you all:-) And thanks again for the replys.

Offline Kev

  • Posts: 7638
Re: Bob Marino - Festools - dissapointment
« Reply #9 on: June 04, 2016, 11:28 PM »
Is this really all about some printed manuals when the PDFs are already available?

Take a chill pill man - give me soft copies any day!

This is a very hostile rant about one of the FOGs most respected Festool dealers ... and its over such a minor issue - by a first time poster and I find that very sad.

To put your purchase into perspective, many here on the FOG will have invested many, many times more on Festool and would never dream of making such a big deal out of such an insignificant issue.

Bob didn't sell you a Lexus and he doesn't make a killing every time it's serviced. Bob sold you some Festools within the constraints that he's allowed to operate as a reseller and I bet he made his best possible effort to fulfil the order quickly and deliver the goods safely packaged.

I really hope you settle down and enjoy your Festools and contribute to the forum positively.

Kev.

Offline Steve-Rice

  • Posts: 291
Re: Bob Marino - Festools - dissapointment
« Reply #10 on: June 04, 2016, 11:29 PM »
Sky,

Next time, try the tool nut's website festoolproducts.com. They have always provided me with excellent service, super fast shipping and always include the supplemental manuals (which, by the way, are printed on high quality paper).

I'm certain they will not disappoint.

Offline Holmz

  • Posts: 3896
Re: Bob Marino - Festools - dissapointment
« Reply #11 on: June 04, 2016, 11:33 PM »
Thanks guys for your comments... appreciated. I understand on the discount...
...
And thanks again for the replys.

Well we all get frustrated sometimes.
Hopefully the use of them brings joy to your or that Lexus owner...  [wink]

Offline Mort

  • Posts: 351
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Re: Bob Marino - Festools - dissapointment
« Reply #12 on: June 05, 2016, 12:08 AM »
Since this is an online forum, I feel it's my right, nay, my duty to offer my opinion.

I feel you were a bit harsh on Bob. I haven't dealt with him before, but all I have read about him on here and Contractor Talk have been glowing. He is quick to offer help on this forum. You also state that the products are up to spec and his shipping went well.

Your main gripes are:

1. No discount. Festool fixes prices in the US (which is technically illegal but I'm sure they've talked to a bunch of empty suits and gotten a good argument for it). Nobody gives discounts.

2. No printed manuals. You even state you have the PDF files, which you could print yourself if you want. This would warrant a 4.5/5 star review normally, but you joined a Festool site just to trash Bob because of it. This seems unreasonable. Yes, after the first request went unanswered he should've done it himself. But that could've worked both ways.

When I worked for a concrete plant, I always tried to make the dispatchers jobs as easy as possible. Nobody ever called them up to tell them what a great job they were doing. Online reviews are the same.
I hate signatures.

Offline Bob Marino

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Re: Bob Marino - Festools - dissapointment
« Reply #13 on: June 05, 2016, 12:11 AM »
   First, let me apologize again for this manual fiasco. And this is a fiasco. I don't blame you for being ticked off - I would be also if the situation were reversed. You were promised something - and did not get it. There are no excuses, each time you requested the supplemental manuals, I emailed you back and said they would be sent out. I immediately sent an email to my fulfillment center (warehouse) manager to get them out to you (they are in my Ohio warehouse, not here in NJ). Each time, I was assured this would be done. I thought (wrongly) that this was finally taken care of when you last emailed me, some time ago. I was absolutely incredulous, furious as well as embarrassed when you emailed me today about it. I emailed my manager seconds after I emailed you today regarding this.

 

 The full color supplemental manuals are something I offer with certain tools and they are physically "picked up" and placed in the box with the corresponding tool. It could have been the problem that we were out of them INITIALLY - on the first go round, and that should have been rectified as soon as you emailed they were missing.   I pride myself on good customer service, mistakes do happen and they pretty much near always get resolved fairly and in a timely manner. My error was not in doing a next day follow up with my warehouse to ensure these were sent out to you. These are not excuses, just a cataloging of the story. Ultimately, it's my name on the company and the bottom line is that I take full responsinlity for dropping the ball - several times apparently. Once again, my apologies for the inconvenience, frustration and poor buying experience.
« Last Edit: June 05, 2016, 12:28 AM by Bob Marino »
Festool  Dealer since 2002; user well before that!
            http://bobmarinosbesttools.com
                   Service As It Should Be

Offline jobsworth

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Re: Bob Marino - Festools - dissapointment
« Reply #14 on: June 05, 2016, 04:04 AM »
I dunno, I feel coming to a site with only 2 post under ones belt, bad mouthing a well respected dealer who I have used and have received nothing but good service from over a couple of manuals that are readily available on line is a bit over the top.

Yes Bob told you he'd provide them. I feel your frustration, But I feel posting on a public website rather then giving him a call and let him handle it (yes you asked him 4 times) is not the way to handle this.

Personally Id expect this level of outrage over damaged tools being received, missing tools from repeated deliveries etc.

You aren't the only one who works hard for their living. I don't think their is person here who is born with a silver spoon  (other then Kev and we all know how spoiled he is).

But this is way over the top IMO.
Loving the Calif sun....

Offline chewy

  • Posts: 75
Re: Bob Marino - Festools - dissapointment
« Reply #15 on: June 05, 2016, 04:56 AM »
I dunno, I feel coming to a site with only 2 post under ones belt, bad mouthing a well respected dealer who I have used and have received nothing but good service from over a couple of manuals that are readily available on line is a bit over the top.

Yes Bob told you he'd provide them. I feel your frustration, But I feel posting on a public website rather then giving him a call and let him handle it (yes you asked him 4 times) is not the way to handle this.

Personally Id expect this level of outrage over damaged tools being received, missing tools from repeated deliveries etc.

You aren't the only one who works hard for their living. I don't think their is person here who is born with a silver spoon  (other then Kev and we all know how spoiled he is).

But this is way over the top IMO.
That's not the point at all. If you say you're gonna do something you should stick to your word. It's frustrating having to keep on chasing something that was part of a deal.
For what it's worth it sounds like Bob is a stand up bloke and it's his guys the other end that ballsed it up. I'm sure Bob will be giving the people responsible a good talking to and because of it I'm sure it won't happen again.
I understand the other guys frustration. I wasted hours a few years ago chasing a free sander that was meant to be included when I bought a bulk supply of sandpaper. Based on my hourly rate i could have gone out and bought the thing instead of phone call after phone call- but it's the principal.
I think both people will get something out of it. Bobs explained what's happened and will put things in motion so it doesn't happen again. Tuther guy will get his manuals and has also joined a forum that he can learn and share alot, if he wants.
Everyone's a winner !

Offline Holmz

  • Posts: 3896
Re: Bob Marino - Festools - dissapointment
« Reply #16 on: June 05, 2016, 05:14 AM »
I dunno, I feel coming to a site with only 2 post under ones belt, bad mouthing a well respected dealer...
...
But this is way over the top IMO.

But Bob himself said it was outrageous so that reinforces the OP's claim, and it also reinforces the assertion that Bob is standup bloke.

So it may have been over that top, but it might be better for Bob that it happened. Even the best of us has to remain vigilant to their business and reputation.

Offline ChrisK1970

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Re: Bob Marino - Festools - dissapointment
« Reply #17 on: June 05, 2016, 05:32 AM »
And not to reiterate, Bob pays for these manuals himself, they are above and beyond what Festool offers with their fixed pricing tools. @Sky I hope you continue to do business with Bob, this is an out of pocket expense that he gives to his customers and it's just one more reason why I continue to go to him with purchases.
Dark Helmet.....Remember! Evil will always triumph over good. Because good is dumb!

Offline Kev

  • Posts: 7638
Re: Bob Marino - Festools - dissapointment
« Reply #18 on: June 05, 2016, 05:50 AM »
I dunno, I feel coming to a site with only 2 post under ones belt, bad mouthing a well respected dealer who I have used and have received nothing but good service from over a couple of manuals that are readily available on line is a bit over the top.

Yes Bob told you he'd provide them. I feel your frustration, But I feel posting on a public website rather then giving him a call and let him handle it (yes you asked him 4 times) is not the way to handle this.

Personally Id expect this level of outrage over damaged tools being received, missing tools from repeated deliveries etc.

You aren't the only one who works hard for their living. I don't think their is person here who is born with a silver spoon  (other then Kev and we all know how spoiled he is).

But this is way over the top IMO.

@jobsworth

OUCH - I'll have you know that I'm lying on my back feeding myself grapes at the moment with absolutely no assistance [eek]

Offline jobsworth

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Re: Bob Marino - Festools - dissapointment
« Reply #19 on: June 05, 2016, 05:56 AM »
Wow Im sorry I had the wrong impression of you buddy, I see you gave the babes that fan you the day off. Did you give the wine and food tasters the day off to? [cool]
Loving the Calif sun....

Offline Kev

  • Posts: 7638
Re: Bob Marino - Festools - dissapointment
« Reply #20 on: June 05, 2016, 06:50 AM »
Wow Im sorry I had the wrong impression of you buddy, I see you gave the babes that fan you the day off. Did you give the wine and food tasters the day off to? [cool]

@jobsworth there you go, exaggerating again. I've only got one wine and food taster ...but no, she didn't get the night off - grapes don't peel themselves [wink]

Offline Peter Parfitt

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Re: Bob Marino - Festools - dissapointment
« Reply #21 on: June 05, 2016, 07:00 AM »
Despite being in the UK I have had some very satisfactory dealings with Bob Marino and even at this distance I know that he is a great guy.

In the years that I have been using the FOG I have seen too many people broadcasting their complaints to the world without understanding just how unfair and uneven that process is. Bob is not going to put up any form of defence other than make an apology which, I am sure he has done in private already. In an open forum the complainer has the upper hand and the poor dealer has his hands tied.

I am with Jobsworth and others in saying that after just a couple of forum posts and no established forum credibility that it is a bit off to come on so strongly over such a trivial matter.

Peter

Offline ear3

  • Posts: 3292
Re: Bob Marino - Festools - dissapointment
« Reply #22 on: June 05, 2016, 07:21 AM »
Glad this is getting resolved.  Online sales are a cutthroat business, and when you have so many choices even the smallest detail like this can make people choose to go with another option.  Bob is a good man and I would not hesitate to continue using him as a dealer for my online Festool purchases.  I think the other posts in response are sufficient evidence of that.

In fairness to the OP and the fact of this being his first post, I think maybe he didn't understand that there's not a culture here of calling folks out by name in a venting sort of way -- which is one of the virtues of the FOG.
Kapex KS 120 w/UG Cart and Extensions • CXS Set • T18+3 w/Centrotec Installer's Set • PDC 18/4 • TS 75 • TSC 55 • HKC 55 w/250, 420 and 670 FSK rails • Carvex 420 w/Accessory Kit • Domino 500 Set • Domino 700 XL • OF 2200 w/Base Accessory Kit • OF 1400 • OF 1010 • MFK 700 EQ Set • LR 32 • MFS 400 w/2000, 1000, and 700 extensions • Rotex 90 • Rotex 150 • LS 130 • ETS-EC 150/5 • ETS 150/3 • Pro 5 LTD • RTS 400 • RAS 115.04 • DX 93 • RS 2 • HL 850 • Vecturo OS 400 • CT 26 w/Long-Life Bag • CT Sys w/Long-Life Bag • MFT/3

Offline bobfog

  • Posts: 831
Re: Bob Marino - Festools - dissapointment
« Reply #23 on: June 05, 2016, 07:34 AM »
From the thread title I was expecting much more than non-printed manuals. (Discount aside, as this issue has been explained)

On the one hand I believe if a business tells you they will do something, the minimum expectation is they do what they have said they will. However, this really is a storm in a tea-cup and not worthy of the time it took to write the few hundred words you've written on it. The reality is in a busy retail environment where the assistants/staff are constantly trying to push/sell products to compete in a competitive market, you probably just became one of those things on the to-do list that they had good intentions for, but something more pressing kept creeping above you that had to be prioritised. Don't take it personally.
« Last Edit: June 05, 2016, 07:37 AM by bobfog »

Offline ear3

  • Posts: 3292
Re: Bob Marino - Festools - dissapointment
« Reply #24 on: June 05, 2016, 07:43 AM »
Just a suggestion for @Sky -- you can take it or leave it -- but when the problem does get resolved, you could modify the thread title to reflect this.
Kapex KS 120 w/UG Cart and Extensions • CXS Set • T18+3 w/Centrotec Installer's Set • PDC 18/4 • TS 75 • TSC 55 • HKC 55 w/250, 420 and 670 FSK rails • Carvex 420 w/Accessory Kit • Domino 500 Set • Domino 700 XL • OF 2200 w/Base Accessory Kit • OF 1400 • OF 1010 • MFK 700 EQ Set • LR 32 • MFS 400 w/2000, 1000, and 700 extensions • Rotex 90 • Rotex 150 • LS 130 • ETS-EC 150/5 • ETS 150/3 • Pro 5 LTD • RTS 400 • RAS 115.04 • DX 93 • RS 2 • HL 850 • Vecturo OS 400 • CT 26 w/Long-Life Bag • CT Sys w/Long-Life Bag • MFT/3

Offline jobsworth

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Re: Bob Marino - Festools - dissapointment
« Reply #25 on: June 05, 2016, 07:45 AM »
Wow Im sorry I had the wrong impression of you buddy, I see you gave the babes that fan you the day off. Did you give the wine and food tasters the day off to? [cool]

@jobsworth there you go, exaggerating again. I've only got one wine and food taster ...but no, she didn't get the night off - grapes don't peel themselves [wink]

See thats what happens when ya deal with us uneducated poor colonials .

Say you hiring?

 I can go put on a speedo and peel and feed ya grapes,

 just don't get jealous of my finely tuned cute body,

you know the definition of cute doncha?

Short, Fat and Bow Legged, Thats me bud at your service....
« Last Edit: June 05, 2016, 07:51 AM by jobsworth »
Loving the Calif sun....

Offline jobsworth

  • Posts: 4440
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Re: Bob Marino - Festools - dissapointment
« Reply #26 on: June 05, 2016, 08:08 AM »
Glad this is getting resolved.  Online sales are a cutthroat business, and when you have so many choices even the smallest detail like this can make people choose to go with another option.  Bob is a good man and I would not hesitate to continue using him as a dealer for my online Festool purchases.  I think the other posts in response are sufficient evidence of that.

In fairness to the OP and the fact of this being his first post, I think maybe he didn't understand that there's not a culture here of calling folks out by name in a venting sort of way -- which is one of the virtues of the FOG.

I agree Ed, Bob has been here a lot of years, a lot more then I have. He's help quite a few of us many times going out of his way out side of normal business hours to help us out answer questions etc.

Because of that we tend to be be protective of folks like him. Now is He perfect? No, No one is perfect, only the good Lord is perfect.  I think that this could of been handled in a much better manner.

 I understand the frustration you would here after spending that amount of money for tools. But festool doesn't give discounts other then the pkg deals that are noted in every online dealers site.

Believe me when I tell you there are people here who have spent thousands of $$$ on festools and have not got the discounts you have mentioned.

Then if thats the case then why do we buy them?

 Because they are very good tools with great customer service and great warranty.

How do we choose our dealer then? Since I have not received bad service from any of the dealers I have ordered from for me,

its personality, How I get on with the sales person I deal with, my personality is to chat for a while, order my item and chat some more though Im a stone city boy, I like the slow personalised touch. But thats me. We are all different , some prefer to run in a shop gimme that , put on my account and run out.

We are all different.

Now in the case of your owners manuals, yea I can see a unfulfilled promise. But in my job some times I get so loaded with stuff to do things fall off my plate and are forgotten.

Thats the nature of the beast. As I said no one is perfect.

Loving the Calif sun....

Offline chewy

  • Posts: 75
Re: Bob Marino - Festools - dissapointment
« Reply #27 on: June 05, 2016, 08:10 AM »
Despite being in the UK I have had some very satisfactory dealings with Bob Marino and even at this distance I know that he is a great guy.

In the years that I have been using the FOG I have seen too many people broadcasting their complaints to the world without understanding just how unfair and uneven that process is. Bob is not going to put up any form of defence other than make an apology which, I am sure he has done in private already. In an open forum the complainer has the upper hand and the poor dealer has his hands tied.

I am with Jobsworth and others in saying that after just a couple of forum posts and no established forum credibility that it is a bit off to come on so strongly over such a trivial matter.

Peter
With the greatest of respect I think that's nonsense !!! Just because he hasn't got many posts under his belt does that mean he's not allowed to posts his troubles online? Just because Bob satisfies 99% of his customers, does that mean the 1% isn't allowed to vent his frustration ?
While it'd be nice to sit in a circle, wearing daisy chains and sing beautiful songs, sometimes it takes a post that people don't want to hear to get the 1% person what he's been promised and deserves.
It comes down to being told you'd get something, and it not happening.

It's sorted now.
End of.

Offline tdwilli1

  • Posts: 28
Re: Bob Marino - Festools - dissapointment
« Reply #28 on: June 05, 2016, 09:47 AM »
Despite being in the UK I have had some very satisfactory dealings with Bob Marino and even at this distance I know that he is a great guy.

In the years that I have been using the FOG I have seen too many people broadcasting their complaints to the world without understanding just how unfair and uneven that process is. Bob is not going to put up any form of defence other than make an apology which, I am sure he has done in private already. In an open forum the complainer has the upper hand and the poor dealer has his hands tied.

I am with Jobsworth and others in saying that after just a couple of forum posts and no established forum credibility that it is a bit off to come on so strongly over such a trivial matter.

Peter
With the greatest of respect I think that's nonsense !!! Just because he hasn't got many posts under his belt does that mean he's not allowed to posts his troubles online? Just because Bob satisfies 99% of his customers, does that mean the 1% isn't allowed to vent his frustration ?
While it'd be nice to sit in a circle, wearing daisy chains and sing beautiful songs, sometimes it takes a post that people don't want to hear to get the 1% person what he's been promised and deserves.
It comes down to being told you'd get something, and it not happening.

It's sorted now.
End of.

I agree with this. I don't post much on any forums and I have been on lots of forums over 5-10 years. But I read them from end to end and glean knowledge from all posts. So Just because I don't post often makes me an unbelievable and unreliable person??? I see this attitude on all forums, wood, cars, technology...

Offline Kev

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Re: Bob Marino - Festools - dissapointment
« Reply #29 on: June 05, 2016, 10:25 AM »
Well @tdwilli1 and @chewy maybe you should read things a little more carefully ...

The very first sentence effectively blames "this group" (the FOG) for the terrible situation their in .. then goes on to slag Bob over some hard copies of PDF's he already has.

You're entitled to your opinions, but just state them.

How's this - I have an opinion .. telling someone on a public forum "With the greatest of respect I think that's nonsense !!!" is extremely rude .. particularly when they have EVERY RIGHT to state their opinion - just like you, regardless of how much or how little the poster has contributed to the FOG community.

Offline tdwilli1

  • Posts: 28
Re: Bob Marino - Festools - dissapointment
« Reply #30 on: June 05, 2016, 10:45 AM »
Well @tdwilli1 and @chewy maybe you should read things a little more carefully ...

The very first sentence effectively blames "this group" (the FOG) for the terrible situation their in .. then goes on to slag Bob over some hard copies of PDF's he already has.

You're entitled to your opinions, but just state them.

How's this - I have an opinion .. telling someone on a public forum "With the greatest of respect I think that's nonsense !!!" is extremely rude .. particularly when they have EVERY RIGHT to state their opinion - just like you, regardless of how much or how little the poster has contributed to the FOG community.

I was only commenting on how people judge a post based on post count. Not on whether the poster had a good point or not (which I think he went overboard on). But base it on the content of his post and not discount it based on the post count.

So that's my opinion on characterizing it based on post count.

Offline Sal LiVecchi

  • Posts: 1375
Re: Bob Marino - Festools - dissapointment
« Reply #31 on: June 05, 2016, 10:54 AM »
I will say I understand both sides of this but now I believe this has been beat to death and needs to end.
This forum is for sharing good and bad but there comes a time where enough is enough
Think about it there are more thing we need to share for sure
Just my thought
Life is too short and the road is too long to drive anything less than a Festool

Offline chewy

  • Posts: 75
Re: Bob Marino - Festools - dissapointment
« Reply #32 on: June 05, 2016, 10:57 AM »
Kev, I note you have a high post count ( in the 1000's) so I apologise, your thoughts are more worthy than mine.
Why stop discriminating at just post counts. Why not gender,age, race etc- its a slippery slope.
The one thing it does show is how highly people think of Bob by willing to back him up. I admire that. There comes a time though when you also have to hols your hands up and let people have there say, regardless of post count.
I still think the post count comment is one of the most crazyest things I've read in possibly 8 years of being part of various forums.
I wonder if pedigree woodworkers automatically (on joining) get 1000 posts on there profiles so they don't have to mix with us newbies (or just low post counts) madness, crazy bonkers that is

Offline jobsworth

  • Posts: 4440
  • Burger Babe Says: I Even Buy Green Bananas
Re: Bob Marino - Festools - dissapointment
« Reply #33 on: June 05, 2016, 11:10 AM »
Sky did sort of slam the members of the FOG when he posted this

>>Just so frustrated I wanted to share. I used Bob Marino for all my Festool purchases recently based on good reviews via this group.<<

Then went on to completely mouth Bob with:

>>Then they send a couple really nice manuals.. with 2 of the items.. very nice. So, I asked if I could get some printed ones for the other tools since they have them in PDF. I contacted Bob over 3 months ago and he said no problem. Awesome, well, now I have contacted him 4 times, each time he said his "guys" would send them out. Never received anything. As of today I give up.<<

So he come to the world and slams Bob over a couple of manuals he can get online? Plus goes on to say he has the online ones already.

>>I know, it's just manuals... and I have the PDF's. The point is I spent a TON on money with Bob and could of went elsewhere. There was no little discount, heck, I'd throw a guy a 2% discount if he bought this much at least. Then to not even include manuals?<<

I think he's really complaining cuz he thinks he deserves a discount

>>I'm beyond disappointed. Mostly because he said he'd take care of it months ago. I love the tools and just wish I would of given my VERY hard earned money to someone else.<<

What I and everyone here goes out to the money tree and grab a few quid when they need some and run out and buy some festools

>>> I will NEVER use Bob Marino for any further purchases. Bob seems like a nice enough guy but if he can't even get me a couple free manuals within a few months.... that's not reputable in my book and I would seek purchases elsewhere.<<

Then why didn't he just do it? Why come and bad mouth Bob?


>> I'm sorry Bob, you had plenty of time to take care of a customers very small request, after getting over 9 grand from me. <<
He has no idea how much folks have spent here on their tools. I gave over 16K away when I moved over here from the states.

>>Just not cool in my book. I take very good care of my customers and always go the extra mile.... and they spend much less money... with me. They always come back because of my service. Sorry to vent... just seemed like such a simple request and Bob assured me it would be taken care of... 4 times. No more. Just leaves a bad taste in my mount and I'm sure some other dealer would of bent over backwards for my money. Oh well. just how the world works these days.<<

Its all about the money....

So with that being said...

You see Kev much like me post a lot because we have been here on this site for a while and have no lives other then come here. The only alternative would be talk to the wife. Man I don't want to that. I go to the shop to not talk to her.

Anyway the deal with post count isn't that one is better then another or seniority as FOG is not a Union shop so it doesn't matter.

The deal with post count is that we have had people come here with one or 2 post under their belt, slam festool for one thing or another and never post again, not even respond to their own post the started.

It makes us think that there is more then meets the eye at least to me that the poster may have some sort of a agenda that we don't know about.

Though it is hard to determine whether the poster is upset or just posting something by the post . Post have no feeling , no emotion nothing other then the words that are written. We all have seen some very good post from people who are posting for the 1st time and some poor ones from old timers.

To tell you the truth I was thinking about the post count myself but didn't address it.
« Last Edit: June 05, 2016, 11:22 AM by jobsworth »
Loving the Calif sun....

Offline chewy

  • Posts: 75
Re: Bob Marino - Festools - dissapointment
« Reply #34 on: June 05, 2016, 11:35 AM »
I think his only agenda was he's asked 4 times for something he didn't get and felt sick to death of ringing, only to find nothing happens.

Offline SRSemenza

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Re: Bob Marino - Festools - dissapointment
« Reply #35 on: June 05, 2016, 11:35 AM »
OK then.

    Looks to me like Sky vented an understandable frustration. Doesn't really matter how big or small the catalyst  was. It still generates the frustration.

    Also looks like Bob has zeroed in and dealt with it.

    I don't think we need a continued analysis of the posts. The only place this is going at this point is an argument between members over the details of the situation. There is no way that will end well.

   No reason to think that post count allows or disallows credibility.  I would also note that Sky joined the forum months ago so it isn't as if he signed up just to post this complaint today.

        [dead horse]

   One thing to note on the manuals is that they do not come from Festool, and Festool does not have them to provide. They are from  Water Front Woods , which is Rick Christopherson.


  Seth

Offline Bob Marino

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Re: Bob Marino - Festools - dissapointment
« Reply #36 on: June 05, 2016, 11:38 AM »
 I must say, this is painful for me to read, but a few final thoughts, as I think any more posting from me would be pointless. The Internet is a wonderful tool; you can gather information in seconds that only 20 years ago would have taken hours - or more. You can post most anything in seconds for thousands to read by a simple stroke on the keyboard. I'm guessing for good dealers/companies/consumer items this has been an overwhelming blessing, but as grown ups, we have to also realize that you better be on your game.

 The FOG has been and continues to be a fantastic Internet  resource for Festool, dealers and most importantly end users.
There is little censorship here, unless someone crosses the line (uses profanity, religion, politics, etc.) and the moderators have worked tirelessly to make this forum the useful and helpful place it remains.
 As such, the OP was well within his right to post a grievance on the FOG even after our email exchange earlier in the day. Everyone makes mistakes, but when that mistake ends up on your lap and in this case multiple times, your frustration level runs high. Plain and simple, the ball was dropped. .  Other than this screw up, I am extremely proud of my warehouse staff.
  But from the criticism will come a remedy, and that's a good thing, though the lesson painful. One thing I do want to re-iterate, the OP's request for a catalog was not ignored, the warehouse was emailed immediately. My fault was not following checking a "task completed" file for followup and completion.  Again, my apologies to the OP.  Lesson (painfully)learned.
 
Festool  Dealer since 2002; user well before that!
            http://bobmarinosbesttools.com
                   Service As It Should Be

Offline Kev

  • Posts: 7638
Re: Bob Marino - Festools - dissapointment
« Reply #37 on: June 05, 2016, 12:05 PM »
Kev, I note you have a high post count ( in the 1000's) so I apologise, your thoughts are more worthy than mine.
Why stop discriminating at just post counts. Why not gender,age, race etc- its a slippery slope.
The one thing it does show is how highly people think of Bob by willing to back him up. I admire that. There comes a time though when you also have to hols your hands up and let people have there say, regardless of post count.
I still think the post count comment is one of the most crazyest things I've read in possibly 8 years of being part of various forums.
I wonder if pedigree woodworkers automatically (on joining) get 1000 posts on there profiles so they don't have to mix with us newbies (or just low post counts) madness, crazy bonkers that is

@chewy .. at least your sarcastic posts are improving your post count [wink] keep it up little buddy [big grin]

Hint: if you use the key word "wobble" in the subject of a new topic in General Friendly Chat, you'll get 500 bonus posts.

Offline chewy

  • Posts: 75
Re: Bob Marino - Festools - dissapointment
« Reply #38 on: June 05, 2016, 12:07 PM »
Kev, I note you have a high post count ( in the 1000's) so I apologise, your thoughts are more worthy than mine.
Why stop discriminating at just post counts. Why not gender,age, race etc- its a slippery slope.
The one thing it does show is how highly people think of Bob by willing to back him up. I admire that. There comes a time though when you also have to hols your hands up and let people have there say, regardless of post count.
I still think the post count comment is one of the most crazyest things I've read in possibly 8 years of being part of various forums.
I wonder if pedigree woodworkers automatically (on joining) get 1000 posts on there profiles so they don't have to mix with us newbies (or just low post counts) madness, crazy bonkers that is

@chewy .. at least your sarcastic posts are improving your post count [wink] keep it up little buddy [big grin]

Hint: if you use the key word "wobble" in the subject of a new topic in General Friendly Chat, you'll get 500 bonus posts.
Ha ha, dare I ask what's been wobbling ? Can't be worse than starting a sharpening thread !

Offline deepcreek

  • Posts: 637
    • TimberFire Studio
Re: Bob Marino - Festools - dissapointment
« Reply #39 on: June 05, 2016, 12:08 PM »
Bob, you've still got my business.  One lesson that I have learned is that we're all human and make mistakes.  It's how openly you deal with them and make improvements going forward that matters.  In this case, you've shown the kind of humility and character that earns my continued trust.

I have a confession along these lines that I hope will help others learn to forgive.  Years ago, I called Tom Bellemare and left a message with a question about a potential tool purchase.   For whatever reason, Tom never called me back and I never bought anything from him even though he only lived three hours away.  Fast forward to his untimely death and the many tributes on FOG praising him as a good man and a great dealer.  My feelings at the time were of deep regret that I had let something as trivial as an unreturned phone call prevent me from getting to know him as a person.

Try not to take offense, forgive others transgressions both minor and major, and don't hold a grudge.
Joe Adams
TimberFire Studio
Houston, Texas

http://www.facebook.com/timberfire

Offline SRSemenza

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Re: Bob Marino - Festools - dissapointment
« Reply #40 on: June 05, 2016, 12:32 PM »
Kill the jabbing , please.

Offline ewils91

  • Posts: 166
Re: Bob Marino - Festools - dissapointment
« Reply #41 on: June 05, 2016, 01:10 PM »
I have been a member here for a while and a long time lurker prior to that but still have a low post count. I have had great experiences with Bob over the years but can still empathize with the op. I'm not sure that you need a high post count to express your frustrations but I can see where loyal, long term members of this community would be offended by the perception of a "newbie" calling out a longtime highly regarded vendor publically.

I'll keep all my thoughts about how I feel about that to my self as they really would serve to prove nothing here. However, the one thing I am sure of is that this can't be healthy for our community and I'm sure it is causing Bob discomfort seeing members take sides over this issue. I guess what I'm getting at here is that I am seeing this taking sides mentality more lately and am missing the old FOG.

Take care all,

Eddy Wilson
« Last Edit: June 05, 2016, 01:46 PM by ewils91 »

Offline VW MICK

  • Posts: 843
Re: Bob Marino - Festools - dissapointment
« Reply #42 on: June 05, 2016, 01:36 PM »
Just been reading this

I don't understand all the fuss. I've never read a manual in my life

Offline Chris Perren

  • Posts: 60
Re: Bob Marino - Festools - dissapointment
« Reply #43 on: June 05, 2016, 01:55 PM »
I can understand the frustration from the OP ... And Bob handled it professionally.  Problem resolved.  Maybe the title of this thread should be "Bob Marino  Resolves Disappontment" ....   

Many great Festool dealers on this forum which I've had great experiences using many of them....  Its nice to see that when a problem occurs its eventually resolved.


Offline ear3

  • Posts: 3292
Re: Bob Marino - Festools - dissapointment
« Reply #44 on: June 05, 2016, 02:19 PM »
Point taken -- all of us at one time had a single post to our name.  My apologies if I made it seem like I was dismissing something purely on the basis of post count.

I have been a member here for a while and a long time lurker prior to that but still have a low post count. I have had great experiences with Bob over the years but can still empathize with the op. I'm not sure that you need a high post count to express your frustrations but I can see where loyal, long term members of this community would be offended by the perception of a "newbie" calling out a longtime highly regarded vendor publically.

I'll keep all my thoughts about how I feel about that to my self as they really would serve to prove nothing here. However, the one thing I am sure of is that this can't be healthy for our community and I'm sure it is causing Bob discomfort seeing members take sides over this issue. I guess what I'm getting at here is that I am seeing this taking sides mentality more lately and am missing the old FOG.

Take care all,

Eddy Wilson
Kapex KS 120 w/UG Cart and Extensions • CXS Set • T18+3 w/Centrotec Installer's Set • PDC 18/4 • TS 75 • TSC 55 • HKC 55 w/250, 420 and 670 FSK rails • Carvex 420 w/Accessory Kit • Domino 500 Set • Domino 700 XL • OF 2200 w/Base Accessory Kit • OF 1400 • OF 1010 • MFK 700 EQ Set • LR 32 • MFS 400 w/2000, 1000, and 700 extensions • Rotex 90 • Rotex 150 • LS 130 • ETS-EC 150/5 • ETS 150/3 • Pro 5 LTD • RTS 400 • RAS 115.04 • DX 93 • RS 2 • HL 850 • Vecturo OS 400 • CT 26 w/Long-Life Bag • CT Sys w/Long-Life Bag • MFT/3

Offline McNally Family

  • Posts: 442
  • Festool Atomic Phaser Particle Blaster (APPB Set)
Re: Bob Marino - Festools - dissapointment
« Reply #45 on: June 05, 2016, 02:58 PM »
Boy, if you want to read a rant about a "dealer", ask me sometime about my experience yesterday buying a car for my Daughter, who just totaled her original car.  We went to the same dealership where we purchased her original car 7 months ago, and had the same salesman and finance person as well.

Nothing but price manipulations, contradicting information, and flat out lies.  Six hours later, my daughter drove off with her new car, all smiles.

Once home, my wife forced me to consume several shots of scotch, and go to bed early, in an attempt to calm me down.  I woke up this morning (4:30a.m.), still thinking about the experience. 

In sharp contrast, when I recently purchased my RS 2 E sander from Bob, it arrived with what I thought was a cosmetic problem (small section on the bottom of the dust extraction port, missing the silver finish).   While I was freaking out, Bob confirmed with Festool that it was not a defect, but an intentional change made by Festool to enhance the electrical connection to the anti-static hose.  Essentially, Bob held my hand while I was upset and contacted Festool to determine the facts.  Once he explained it, it all made perfect sense, and I felt like an idiot for freaking out. 

I have also used Shane for purchases, and on several occasions, emailed him with questions regarding my purchases.  Each time he has responded with his views on the subject, and both times has convinced me to alter my original (uniformed) opinion and make a better decision. 

Point is, all these online dealers go above and beyond the transaction itself, and I for one appreciate the fact they are here with us.  In my opinion, they are better informed when it comes to Festool, than my local brick and mortar Festool dealers.

As for the car salesman, scotch will cure anything.......
GREEN: In order of purchase = | CT26 w/Installer Cleaning Set | C18 5.2 Set w/Centrotec Installer's Set | RS 2 E | Hose w/ Sleeve 3.5m | 115mm X 226mm Hand Sanding Block | 80mm X 133mm Hand Sanding Block | HSK D21.5 5m hose | CT Boom Arm Bundle Set |  Won the CXS Li 2.6 90 Limited Edition on 06/20/2016 | Metric Parallel Guide Set | 1080 Plate for custom MFT | OF 1400 EQ Router (metric) w/accessories | FS1400/2-LR 32 Guide Rail (x1) | Next  Purchase: Something else Metric |

RED: // Mafell P1cc  //  MT55cc  // Next purchase: TBD

Offline Cochese

  • Posts: 235
    • The 144 Workshop
Re: Bob Marino - Festools - dissapointment
« Reply #46 on: June 05, 2016, 05:20 PM »
Sorry, but this is the exact reason this forum should exist. Perhaps the OP could have come across a bit less strongly, but noting what the situation is isn't badmouthing - it's a retelling of events. It's up to the community to believe it or disbelieve it, but discounting someone over post count or join date isn't something that the people with the Redux avatars are intending. And let's not mince words here, it happens almost every time. We can do a better job.

I love shopping with Bob, because I know how and when I'll get my tools - every single time. I'm sure that's the case with the majority of vendors, he and a couple others are just the ones I've used thus far. It's a bit over the top to say you'll never do anything ever again because of what I would consider a trivial manner, but that's me. I also think this was way less about the manuals than the promise something would get done, and it didn't. I have full faith now that Bob knows the impact this has had, he'll make it right.

I think perhaps there needs to be a disclaimer on a couple subforums about addressing things so that solutions can be found, not just a pure exercise in relieving frustration, but I'm not in charge. I'm talking about when someone goes to create a new thread. WHen you address things in that manner, things tend to go much smoother. Then escalate if it isn't solved to your liking.

Offline Jesse Cloud

  • Posts: 1701
  • Festooling at the end of a dirt road in New Mexico
Re: Bob Marino - Festools - dissapointment
« Reply #47 on: June 05, 2016, 07:00 PM »
I see both sides, too.  For me, Bob us still the man!

BTW, I haven't used a hardcopy manual in decades.  I'll date myself by noting that the inspiration for that was the slogan "You can't grep a dead tree."

Offline Jim Kirkpatrick

  • Posts: 1007
    • Jim Kirkpatrick Woodworking
Re: Bob Marino - Festools - dissapointment
« Reply #48 on: June 05, 2016, 07:44 PM »
I've been sitting quietly, as a satisfied Uncle Bob customer but feel compelled to mention the exact same thing happened to my brother a couple of years ago.  It was his first big Festool purchase, upwards of $5k.  Everything arrived safely and with typical Bob Marino speed.  But he was missing the supplemental manuals.  I believe he emailed Bob and like the OP, was promised that they be sent out immediately but to no avail.  My bro is not one to ask twice or post rants on WW forums, he moved on and I believe he has ordered additional tools from Bob.  I showed him how to download the supplemental manuals to .pdf to his iPad where he could view in his shop.  Works great. 
I attribute what happened to him as what Bob himself explained:  he's living in NJ but his fulfillment center is in the midwest and somewhere communication was lost.  One of the many challenges of operating a company remotely.


Offline Peter Halle

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Re: Bob Marino - Festools - dissapointment
« Reply #49 on: June 05, 2016, 07:56 PM »
Bob,

You have shown again why your reputation is so strong.   [thumbs up]

Peter
Disclaimer:  I have been involved with the development of some TSO Products.  I have offered thoughts and ideas freely.  I am not paid but I may receive products during the development process or afterwards.

Offline bkharman

  • Posts: 1937
Re: Bob Marino - Festools - dissapointment
« Reply #50 on: June 05, 2016, 10:10 PM »
"You can't grep a dead tree."

Love it Jesse!

All of my manuals are in Evernote along with thousands of other work and personal docs. So easy to search for anything, anytime.

Cheers. Bryan.


Sent from my iPhone using Tapatalk
People, I just want to say, you know, can we all get along? Can we get along?

Offline budderbean

  • Posts: 2
Re: Bob Marino - Festools - dissapointment
« Reply #51 on: June 05, 2016, 11:22 PM »
I too have spent mega bucks with Bob. I do receive a discount, i.e. no sales tax and no shipping charges. Anytime you have to depend on another you are likely to be disappointed. I once was perfect but it was so long ago that I can't remember.


Sent from my iPhone using Tapatalk

Offline Tinker

  • Posts: 3531
Re: Bob Marino - Festools - dissapointment
« Reply #52 on: June 06, 2016, 04:02 AM »
I tell my wife there is not enuf space in our hous fer two purfic peoples.
Wayne H. Tinker

Offline rst

  • Posts: 1536
Re: Bob Marino - Festools - dissapointment
« Reply #53 on: June 06, 2016, 07:01 AM »
Hey budderbean, I too used to be perfect and knew everything...then I turned twenty...forty three years ago  [scared]  [big grin]
« Last Edit: June 06, 2016, 07:03 AM by rst »

Offline DrD

  • Posts: 395
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Re: Bob Marino - Festools - dissapointment
« Reply #54 on: June 06, 2016, 09:00 AM »
@budderbean,

I agree with budderbean (by the way, budderbeans are a valuable part of our diet) but have not reached the level of mega bucks, only kilobucks spent with Uncle Bob for me.  And, like you, have received well over $2k in discounts in the form of, as you pointed out, NO SALES TAX, and FREE SHIPPING.  Anyone who has purchased from Bob knows his people go far and away in wrapping your product to ensure it's in-tact arrival to your door-step.

I too have benefitted from Bob's sage advice as to a certain Festool being the tool for jobs I mentioned; that too is quite valuable, and did I mention that his shipping is FAST - fast in getting fulfilled and fast - like 3 days at the most - in getting to me here in South America - Mississippi that is.

There aren't that many dealers - brick and mortar, or mail order - that proves Uncle Bob's level of service and professionalism.

Don
Dr.D

Online Cheese

  • Posts: 3467
Re: Bob Marino - Festools - No disappointment here!
« Reply #55 on: June 06, 2016, 09:22 AM »
Anyone who has purchased from Bob knows his people go far and away in wrapping your product to ensure it's in-tact arrival to your door-step.

...and did I mention that his shipping is FAST - fast in getting fulfilled and fast - like 3 days at the most - in getting to me here in South America - Mississippi that is.

Agree 100%...

Packaging: Bubble wrap inside the DF 500 Systainer to prevent the contents from rattling around.  [cool]

Delivery: Order Monday morning and the package arrives by Wednesday or at the latest, Thursday.  [big grin]

Offline jobsworth

  • Posts: 4440
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Re: Bob Marino - Festools - dissapointment
« Reply #56 on: June 06, 2016, 09:51 AM »
Bobs packaging is the best I've seen from anyone.
Loving the Calif sun....

Offline Brice Burrell

  • Posts: 7213
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Re: Bob Marino - Festools - No disappointment here!
« Reply #57 on: June 06, 2016, 10:43 AM »
Agree 100%...

Packaging: Bubble wrap inside the DF 500 Systainer to prevent the contents from rattling around.  [cool]

Delivery: Order Monday morning and the package arrives by Wednesday or at the latest, Thursday. [big grin]

I've got you beat, I order from Bob Monday before noon and have the item(s) by Tuesday afternoon. [tongue]
Check out my new blog, The Green and Dark Blue Blog.

Offline Tinker

  • Posts: 3531
Re: Bob Marino - Festools - dissapointment
« Reply #58 on: June 06, 2016, 01:39 PM »
I'm sure Festoy is not paying the freight.  I am sure all that extra rapping and floatation material comes out of his pocket.  He uses so much foam and bubble wrap, if the postal service quit, he could float those packages.  A couple of big packages and he could mount to the wheels of a goodsized truck and float anywhere.

As others have mentioned, the delivery has always been exceptionally quick. 
Tinker
Wayne H. Tinker

Offline cobbler

  • Posts: 6
Re: Bob Marino - Festools - dissapointment
« Reply #59 on: April 25, 2017, 05:07 PM »
Nothing wrong with the OP venting some frustration. Bob himself has stated they dropped the ball and the OP's dismay was justified. Some of us no doubt feel it may be a bit over the top since it's about of all things manuals but the OP was promised something that was not delivered.

Apparently Bob rectified the situation and I assume the OP was satisfied with the result. I applaud the way it was eventually handled and give Bob credit for standing up for the OP and his right to vent.

I also think it would be prudent of the OP to make an update to the thread and/or it's title to let the readers know it all turned out well in the long term.

Offline Peter_C

  • Posts: 443
Re: Bob Marino - Festools - dissapointment
« Reply #60 on: April 25, 2017, 11:13 PM »
My experience was different than many others. Some of the email chain below, so no one calls me a newb to the board and a fake with fake news blah blah.

On Mar 17, 2017, at 4:41 PM, Peter <> wrote:

Hi Bob,

Could you please find out on availability of these parts? They are CT 36 E parts. It is late on Friday and I do not expect an immediate response. In fact you may have to check with the warehouse on Monday to confirm availability. Let me know the answer and we can get you a credit card to place the order.

496255 Filter Holder

494262 Side Clamp CT26/36 (2 Clamps required)

Seems Festool's listing for prices on Ekat differs from dealer pricing? Not the first time I have seen it.

__________
These are standard replacement parts that are also needed.

498994 Hepa Filter

496186 5 pack CT 36 filter bags

Thank you,
Peter

(No reply so I followed up)
On Mar 21, 2017, at 5:46 PM, Peter <> wrote:

Checking in to see if you had any luck?

Thanks!
Peter

On Mar 22, 2017, at 8:49 AM, Bob Marino <bob@marino> wrote:

494262 is not a good number

Quickly pecked out on my iPhone.

On Mar 22, 2017, at 9:46 AM, Peter <> wrote:
That is because it was a data transmission error. Actual part number is 496262  (2 Required)  #41 on the CT 36 Ekat diagram for the top of the dust collector.

Sorry for that,
Peter

The next email I got was from Bob emailing Festool on someone Else's order that I was CC'ed on?? It was an entire week later and I wanted to get the parts ordered, and should have already had them in my hands. I had tried to give Bob business. One quick email to Toolnut and they told me to order the replacement parts directly from Festool and included a phone number to do so, then said to place the order for the other parts online...That is the info I needed. I routinely buy Festool products from a few vendors and thought I would give Bob a chance. That chance came and went. I get free shipping and no sales tax from Amazon (Hartville Tools), Tool Nut, Acme Tools and other Etailers. No free tee shirts yet though...

Edit: Just checked the order date with Tool Nut, which was on March 29th, so I had waited until March 28th to email The Tool Nut, for which they responded to my request the next day, and I placed the order the same day. Plenty of time was given to Bob.
« Last Edit: April 25, 2017, 11:27 PM by Peter_C »

Offline antss

  • Posts: 1286
Re: Bob Marino - Festools - dissapointment
« Reply #61 on: April 26, 2017, 01:16 AM »
To what end was this story dragged up a year after it happened and settled ?

Some one have an axe to grind with Bob ?  [huh]


Offline charley1968

  • Posts: 488
Re: Bob Marino - Festools - dissapointment
« Reply #62 on: April 26, 2017, 02:02 AM »
Errr, it's 2017, antss?
I think it's legit to post criticism even if it's your first post and i think Bob handled it well.
Nuff said
Just for today..

Offline cobbler

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Re: Bob Marino - Festools - dissapointment
« Reply #63 on: April 26, 2017, 04:47 AM »
To what end was this story dragged up a year after it happened and settled ?

Some one have an axe to grind with Bob ?  [huh]

I guess that would be my fault. I had done a search and the thread came up and I did not notice the year old date. Since my experience ordering through Bob and conversing with him on PM was much different I felt compelled to make the comment that I appreciated the way he handled the situation and thus earned my business in the process.

My apologies for opening up an old wound.

Offline Bob Marino

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Re: Bob Marino - Festools - dissapointment
« Reply #64 on: April 26, 2017, 08:04 AM »
My experience was different than many others. Some of the email chain below, so no one calls me a newb to the board and a fake with fake news blah blah.

On Mar 17, 2017, at 4:41 PM, Peter <> wrote:

Hi Bob,

Could you please find out on availability of these parts? They are CT 36 E parts. It is late on Friday and I do not expect an immediate response. In fact you may have to check with the warehouse on Monday to confirm availability. Let me know the answer and we can get you a credit card to place the order.

496255 Filter Holder

494262 Side Clamp CT26/36 (2 Clamps required)

Seems Festool's listing for prices on Ekat differs from dealer pricing? Not the first time I have seen it.

__________
These are standard replacement parts that are also needed.

498994 Hepa Filter

496186 5 pack CT 36 filter bags

Thank you,
Peter

(No reply so I followed up)
On Mar 21, 2017, at 5:46 PM, Peter <> wrote:

Checking in to see if you had any luck?

Thanks!
Peter

On Mar 22, 2017, at 8:49 AM, Bob Marino <bob@marino> wrote:

494262 is not a good number

Quickly pecked out on my iPhone.

On Mar 22, 2017, at 9:46 AM, Peter <> wrote:
That is because it was a data transmission error. Actual part number is 496262  (2 Required)  #41 on the CT 36 Ekat diagram for the top of the dust collector.

Sorry for that,
Peter

The next email I got was from Bob emailing Festool on someone Else's order that I was CC'ed on?? It was an entire week later and I wanted to get the parts ordered, and should have already had them in my hands. I had tried to give Bob business. One quick email to Toolnut and they told me to order the replacement parts directly from Festool and included a phone number to do so, then said to place the order for the other parts online...That is the info I needed. I routinely buy Festool products from a few vendors and thought I would give Bob a chance. That chance came and went. I get free shipping and no sales tax from Amazon (Hartville Tools), Tool Nut, Acme Tools and other Etailers. No free tee shirts yet though...

Edit: Just checked the order date with Tool Nut, which was on March 29th, so I had waited until March 28th to email The Tool Nut, for which they responded to my request the next day, and I placed the order the same day. Plenty of time was given to Bob.

 
 
 Peter,


 Nope, no fake news here.  Sorry for the lack of followup on your request and for the very poor customer experience. It's as painful for a dealer to read this as it is frustrating for the customer to have such an experience, especially on an initial order. There is an old saying - "you only get one chance to make an initial impression" and yours was not good. No excuses and its on me.

 For a few months, while Festool was doing their warehouse updating, they were not able to process credit cards, so  customers were asked by Festool to contact individual dealers. Very few dealers were set up and/or chose not to take "parts" orders as this pretty much had to be done in a different manner then web orders. This was something I needed to commit to 100% -  not 90% - either you are in for all parts orders or simply don't offer that service.  Many parts orders were placed, but a few were either mishandled - incorrect address, duplicate shipments or worse - missed. Again, no excuses, more of an organization issue than not, but a lesson learned.

 Thankfully, Festool has recently began accepting parts orders as this makes it a very smooth process for customers - no middleman dealers.
Festool  Dealer since 2002; user well before that!
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Offline Bob Marino

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Re: Bob Marino - Festools - dissapointment
« Reply #65 on: April 26, 2017, 08:25 AM »
To what end was this story dragged up a year after it happened and settled ?

Some one have an axe to grind with Bob ?  [huh]

I guess that would be my fault. I had done a search and the thread came up and I did not notice the year old date. Since my experience ordering through Bob and conversing with him on PM was much different I felt compelled to make the comment that I appreciated the way he handled the situation and thus earned my business in the process.

My apologies for opening up an old wound.

 Nope, it is not your fault, it's mine - since I dropped that ball, not you. The FOG and other such forums serve a genuine service to both potential customers and existing customers. In an ideal world there would be no mistakes made, no miscommunication, no shipping damages, no UPS delays or mis-deliveries, etc. and dealers would only get perfect reviews and kudos.  It's never pleasant to read about a customer complaint on the forums - or even in a PM, but that customer has every right to do so - and in fact though painful to read, it does serve as a reminder to shoot for that 100% customer satisfaction.
Festool  Dealer since 2002; user well before that!
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Offline Tinker

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Re: Bob Marino - Festools - dissapointment
« Reply #66 on: April 26, 2017, 08:26 AM »
Bob is still a class act.
Wayne H. Tinker

Offline antss

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Re: Bob Marino - Festools - dissapointment
« Reply #67 on: April 26, 2017, 08:59 AM »
@charley1968 - nothing wrong with calling out Bob or anyone else.  What I found bizarre was that @cobbler resurrected a year old thread to seemingly make a drive by comment on how he thought the OP appropriate complaining.  I didn't see anything leading me to believe @cobbler had a bad experience - prompting the post.

Only then did @Peter C tell us of his experience - a 2017 experience.   Maybe I'm missing the obvious; are cobbler and Peter C the same people ?

I could have seen the continuity if Peter C had brought this back to life, or cobbler had shared details of his issue to begin with.  In the end, though, I think it was good that these issues were brought to light and that Bob came on to explain what happened.

I do find it rather ironic that both of these issues seem to stem from Bob trying to go the xtra mile.  If he'd have decline to participate in the parts ordering program or decided to not include printed supplemental manuals like pretty much everyone else - we wouldn't even be having this conversation.  He has though; and that's his burden to bear.   All the major players have problems at some point or another.




Offline cobbler

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Re: Bob Marino - Festools - dissapointment
« Reply #68 on: April 26, 2017, 09:19 AM »
@charley1968 - nothing wrong with calling out Bob or anyone else.  What I found bizarre was that @cobbler resurrected a year old thread to seemingly make a drive by comment on how he thought the OP appropriate complaining.  I didn't see anything leading me to believe @cobbler had a bad experience - prompting the post.

Only then did @Peter C tell us of his experience - a 2017 experience.   Maybe I'm missing the obvious; are cobbler and Peter C the same people ?

I could have seen the continuity if Peter C had brought this back to life, or cobbler had shared details of his issue to begin with.  In the end, though, I think it was good that these issues were brought to light and that Bob came on to explain what happened.

I do find it rather ironic that both of these issues seem to stem from Bob trying to go the xtra mile.  If he'd have decline to participate in the parts ordering program or decided to not include printed supplemental manuals like pretty much everyone else - we wouldn't even be having this conversation.  He has though; and that's his burden to bear.   All the major players have problems at some point or another.

No I am not the same person as Peter C. This has al been a huge misunderstanding and just the opposite of a complaint from my perspective. Let me explain.

I was researching some Festool products and looking for a retailer to purchase from. I had heard Bobs name come up on several forums where he is well respected. I did a quick search here and this thread popped up. I absolutely did not realize it was a year old and I sincerely apologize for resurrecting it with my comment.

With regards to my original comment, after reading the thread (which I thought was current) I was impressed with the way Bob handled the issue at hand and the way he acknowledged the original OP's venting as legitimate and accepted all responsibility. I like that in a retailer. You know, the age old "customer is always right" thing. I found his humility and honesty to be refreshing, especially so in todays world and it resulted in me becoming a customer of his.

I most certainly did not intend to resurrect or create a platform for more complaints. In fact, it was just the opposite.

My apologies to everyone for the confusion and foolishness to not realize this was a year old thread.

Craig

Offline Michael Kellough

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Re: Bob Marino - Festools - dissapointment
« Reply #69 on: April 26, 2017, 09:47 AM »
I vote in favor of deleting this thread.

 

Offline cobbler

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Re: Bob Marino - Festools - dissapointment
« Reply #70 on: April 26, 2017, 09:52 AM »
Me too!!!! Please!!!!!  [smile]

*looking for a rock to hide under*
« Last Edit: April 26, 2017, 09:54 AM by cobbler »

Offline SRSemenza

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Re: Bob Marino - Festools - dissapointment
« Reply #71 on: April 26, 2017, 10:04 AM »
    It seems that the follow up posts from those involved make the thread fairly clear.  And everyone is being pretty upfront about what happened, etc.  Which is nice to see.

   cobbler, no real need to hide under anything, but if you do hide it is supposed to be under a Systainer.  [tongue]


Seth

Offline Bob Marino

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Re: Bob Marino - Festools - dissapointment
« Reply #72 on: April 26, 2017, 10:14 AM »
I vote in favor of deleting this thread.

 [Me too!!!! Please!!!!!  [smile]

*looking for a rock to hide under* ]

  Michael and Craig,

 While I thank you for your noble sentiments - this thread should not and must not be deleted. Your responses came with the best of intentions and I very much appreciate that, but I feel strongly enough about this when I read them to get out of the gym and post a response.

 My thoughts. This is an open and honest forum, where people can post what they want to - within common sense guidelines. They post the good (mostly and thankfully) but they have to be free to post the errors and missteps or else this risks turning into a fan-boy club and customers will only see the rosy side of the coin. This does not rise to the occasion of the Pentagon Papers, but none the less, it would be censorship. And what type of an appreciation for posting an honest (though negative) experience would those posters feel if this were deleted? Favoritism? Whitewash - only post positive threads?

 There is a whole section on the FOG about posting Festool problems. The same must apply to dealers.  Was the OP and the most current complaint tough to read? You bet it was, it really was but there was no claim of dishonestly or trickery either, which rises to a whole nother level, rather than dropping the ball. Mistakes happen, hopefully we can all learn from them.
« Last Edit: April 26, 2017, 10:16 AM by Bob Marino »
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Offline SRSemenza

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Re: Bob Marino - Festools - dissapointment
« Reply #73 on: April 26, 2017, 10:21 AM »
I vote in favor of deleting this thread.

 [Me too!!!! Please!!!!!  [smile]

*looking for a rock to hide under* ]

  Michael and Craig,

 While I thank you for your noble sentiments - this thread should not and must not be deleted. Your responses came with the best of intentions and I very much appreciate that, but I feel strongly enough about this when I read them to get out of the gym and post a response.

 My thoughts. This is an open and honest forum, where people can post what they want to - within common sense guidelines. They post the good (mostly and thankfully) but they have to be free to post the errors and missteps or else this risks turning into a fan-boy club and customers will only see the rosy side of the coin. This does not rise to the occasion of the Pentagon Papers, but none the less, it would be censorship. And what type of an appreciation for posting an honest (though negative) experience would those posters feel if this were deleted? Favoritism? Whitewash - only post positive threads?

 There is a whole section on the FOG about posting Festool problems. The same must apply to dealers.  Was the OP and the most current complaint tough to read? You bet it was, it really was but there was no claim of dishonestly or trickery either, which rises to a whole nother level, rather than dropping the ball. Mistakes happen, hopefully we can all learn from them.


Hear, hear!    [thumbs up]


Seth

Offline Bob Marino

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Re: Bob Marino - Festools - dissapointment
« Reply #74 on: April 26, 2017, 10:38 AM »
I vote in favor of deleting this thread.

 [Me too!!!! Please!!!!!  [smile]

*looking for a rock to hide under* ]

  Michael and Craig,

 While I thank you for your noble sentiments - this thread should not and must not be deleted. Your responses came with the best of intentions and I very much appreciate that, but I feel strongly enough about this when I read them to get out of the gym and post a response.

 My thoughts. This is an open and honest forum, where people can post what they want to - within common sense guidelines. They post the good (mostly and thankfully) but they have to be free to post the errors and missteps or else this risks turning into a fan-boy club and customers will only see the rosy side of the coin. This does not rise to the occasion of the Pentagon Papers, but none the less, it would be censorship. And what type of an appreciation for posting an honest (though negative) experience would those posters feel if this were deleted? Favoritism? Whitewash - only post positive threads?

 There is a whole section on the FOG about posting Festool problems. The same must apply to dealers.  Was the OP and the most current complaint tough to read? You bet it was, it really was but there was no claim of dishonestly or trickery either, which rises to a whole nother level, rather than dropping the ball. Mistakes happen, hopefully we can all learn from them.


Hear, hear!    [thumbs up]


Seth

 Phew, now back to the gym. ;)
Festool  Dealer since 2002; user well before that!
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Offline JimH2

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Re: Bob Marino - Festools - dissapointment
« Reply #75 on: April 26, 2017, 10:57 AM »
Bob Marino is a great person who has gone the extra mile for me rather than just accepting the order and hoping it was as intended (it was not) and being concerned the delivery date might be an issue (it was Christmas, but it was not an issue). Attacking someone by posting it here before giving it time to be resolved is not the way to handle things. It makes no sense whatsoever to slander Bob, or anyone for that matter, unless they have truly wronged or defrauded you.

Offline charley1968

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Re: Bob Marino - Festools - dissapointment
« Reply #76 on: April 26, 2017, 11:15 AM »
Wow, this is getting convoluted: 🤣 @antss : i was going off half cocked, cuz i haven't read the date of the very first post, so i thought you were referring to Peters post as being a year old!
Talking about opening a can of worms..Have a shrimp, everyone 🦑
Just for today..

Offline SRSemenza

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Re: Bob Marino - Festools - dissapointment
« Reply #77 on: April 26, 2017, 11:34 AM »
Lets all get back to the gym.


Seth

Offline charley1968

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Re: Bob Marino - Festools - dissapointment
« Reply #78 on: April 26, 2017, 11:41 AM »
Nope. Not me. I wanna be fat.
Just for today..

Offline antss

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Re: Bob Marino - Festools - dissapointment
« Reply #79 on: April 26, 2017, 01:02 PM »
Lets all get back to the gym.


Seth


Back to the gym  - doesn't anybody work for a living anymore ?
 [tongue] [tongue] [smile]

Offline Michael Kellough

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Re: Bob Marino - Festools - dissapointment
« Reply #80 on: April 26, 2017, 01:03 PM »
I still say delete this thread.
There is/was no justification for the title.
The OP hasn't even been online since the day after he originally posted it nearly a year ago.

It's like leaving offensive graffiti on your wall. Just remove it.


Yes Bob Marino is my dealer but I'd say the same about an unfair thread about any member.
« Last Edit: April 26, 2017, 01:05 PM by Michael Kellough »

Offline DrD

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Re: Bob Marino - Festools - dissapointment
« Reply #81 on: April 26, 2017, 01:23 PM »
I have resisted joining in, if for no other reason Bob doesn't need me to defend him.  His service and dedication are legendary, and SPEAK for themselves.  Bob is my dealer, and none of this will change that. 

So, please Seth or Peter delete this damned thread so we might get on about learning to use our tools smarter and more efficient.

@antss why work?  Relax, go to the gym, go to the shop, why work?  There are so many better ways to pass the day.
Dr.D

Offline SRSemenza

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Re: Bob Marino - Festools - dissapointment
« Reply #82 on: April 26, 2017, 02:16 PM »
So much for getting back to the gym or sitting on the couch.

The OP has not posted or requested that this be removed. The target of the thread has requested that it be allowed to remain. There is no real reason to remove it. But there is also no reason for it to drag on. 


Seth
« Last Edit: April 26, 2017, 02:18 PM by SRSemenza »