Author Topic: Festool Service Reviews  (Read 2869 times)

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Offline tom46

  • Posts: 89
Festool Service Reviews
« on: October 12, 2016, 05:12 AM »
I'm not sure if this is the right place to post this however seems the most appropriate.

Just enquiring if anyone has had previous experience with service repair?

I sent my ts55 off back in March for repair and was promised a fast turn around etc etc and all in all took over 2 weeks from tool breaking down to getting it back.
On Friday my of1400 failed and was promised pick up yesterday. I waited in all day yesterday as I need this early next week for a project. Fed EX failed to pick up and am now being promised pick up at some point today. Therefore i'm currently spending another day off work waiting for pick up as pick up from the particular site i'm on is not possible.

Does anyone have previous experience with this or is this just my bad luck of bad communication/ broken promises twice?

Thanks Tom

Offline Phil Beckley

  • Festool Employee
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Re: Festool Service Reviews
« Reply #1 on: October 12, 2016, 08:15 AM »
I'm not sure if this is the right place to post this however seems the most appropriate.

Just enquiring if anyone has had previous experience with service repair?

I sent my ts55 off back in March for repair and was promised a fast turn around etc etc and all in all took over 2 weeks from tool breaking down to getting it back.
On Friday my of1400 failed and was promised pick up yesterday. I waited in all day yesterday as I need this early next week for a project. Fed EX failed to pick up and am now being promised pick up at some point today. Therefore i'm currently spending another day off work waiting for pick up as pick up from the particular site i'm on is not possible.

Does anyone have previous experience with this or is this just my bad luck of bad communication/ broken promises twice?

Thanks Tom

Hi Tom
 I have sent a PM to you so I can look into this
rg
Phil
Festool U.K Employee | Festool UK Website


Offline Jimmy FineCut

  • Posts: 274
Re: Festool Service Reviews
« Reply #2 on: October 12, 2016, 09:01 AM »
I'm not sure if this is the right place to post this however seems the most appropriate.

Just enquiring if anyone has had previous experience with service repair?

I sent my ts55 off back in March for repair and was promised a fast turn around etc etc and all in all took over 2 weeks from tool breaking down to getting it back.
On Friday my of1400 failed and was promised pick up yesterday. I waited in all day yesterday as I need this early next week for a project. Fed EX failed to pick up and am now being promised pick up at some point today. Therefore i'm currently spending another day off work waiting for pick up as pick up from the particular site i'm on is not possible.

Does anyone have previous experience with this or is this just my bad luck of bad communication/ broken promises twice?

Thanks Tom

Sounds like bad luck.

I have had two machines repaired in the past. Picked up when promised and returned to me a few days later.

Couldn't fault the service.

Offline tom46

  • Posts: 89
Re: Festool Service Reviews
« Reply #3 on: October 12, 2016, 03:14 PM »
Oh good to know.
Router got collection this afternoon so hopefully have a quick turnaround time now.

Thanks Tom

Online jobsworth

  • Posts: 4995
  • Does Anyone Know What Time It Is?
Re: Festool Service Reviews
« Reply #4 on: October 12, 2016, 04:24 PM »
I ve a couple of tools sent in to UK service. The issue I found is getting the paperwork sorted and getting the shipping coming out to pick up the tool,once they pick up the tool then it goes back to their shop , they do their thing and send out to festool. Festool is usually pretty fast at repairing and returning, then its waiting on the shipping company to pick it up from festool and doing their thing to return it to you that takes most of the time.

Offline tom46

  • Posts: 89
Re: Festool Service Reviews
« Reply #5 on: October 12, 2016, 04:50 PM »
Yes that is what I believe my problem has been both times with regards to fed ex collecting and taking a long time for paper work to process and actually collect.


Offline Cheese

  • Posts: 4582
Re: Festool Service Reviews
« Reply #6 on: October 12, 2016, 09:21 PM »
Can't really fault Festool's service if Fed Ex fails to deliver the goods to Festool.  [big grin]

I had something similar with USPS...2 day guaranteed delivery from the vendor. Tough to blame the vendor when it took 9 days for the package to be delivered.  [eek]

Offline Untidy Shop

  • Posts: 2646
Re: Festool Service Reviews
« Reply #7 on: October 12, 2016, 10:08 PM »
At least you guys in the UK and NA have Festool paying freight from your business/home address for Warranty repairs. We in Australia have to take ours in person [or freight at our expense] to the dealer for collection by Festool. This also adds the dealer's buarocracy to the equation.

This is a wide vast land.



But to be fair, this applies to most tool brands marketed down here. It's just that Festool, being a better or more exclusive brand [eek] [big grin], thinks it can get away with a similar service level to that offered by the plebs!
« Last Edit: October 12, 2016, 10:30 PM by Untidy Shop »
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Offline Xoncention

  • Posts: 111
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Re: Festool Service Reviews
« Reply #8 on: October 14, 2016, 07:22 PM »
At least you guys in the UK and NA have Festool paying freight from your business/home address for Warranty repairs. We in Australia have to take ours in person [or freight at our expense] to the dealer for collection by Festool. This also adds the dealer's buarocracy to the equation.

This is a wide vast land.

(Attachment Link)

But to be fair, this applies to most tool brands marketed down here. It's just that Festool, being a better or more exclusive brand [eek] [big grin], thinks it can get away with a similar service level to that offered by the plebs!


The best thing is that Festool seldom breaks down, and the local retailer is also the service agent, so a 10min drive to the service center is all that is required.  The only thing that I have ever had break is the clear blade guard on my Kapex when a piece of aluminum got thrown up instead of out and this cracked the guard.  Phoned the service center, they ordered the part and I had the saw up and running the day after the part was air bagged out of Sydney to Perth.  As you noted, people don't understand that Australia is a big island and the tyranny of distance can be a problem.  A lot of companies also maintain a just in time stock level mentality, so parts availability can also be a concern.