Why did I edit my original posting?
Simply: The service received after posting on FOG was exactly what I'd expect from a premium product dealer.
1. Shane reached out to me shortly after the initial post.
2. He helped me with questions over messaging and provided a tracking number so I could check on the replacement parts
3. He followed up and made sure I was able to install the replacement parts properly
(Festool does not clearly document which Allen wrench to use for the profile key feather) The FOG posts I found recommend everything from using the included wrench in the TS 55 for changing blades to a Torx T15. Shane verified on his MFT and replied it is a 3mm Allen wrench - that worked for me perfectly.
In business sometimes things go wrong, I judge a company not only on their pricing but also on how well they respond to customer concerns. In this regard Shane did a fantastic job in taking a frustrating experience and turning it into a opportunity to build a loyal customer.
Original Post Below
Avid FOG reader, first time poster.
My questions to FOG:
1. is there someone at FestoolUSA to escalate about a reseller?
2. Has anyone else had issues like below with toolnut? If so, any recommendations on resolution?
I was actually surprised by the horrible customer service we've had from toolnut.com. After researching online we thought we'd picked a safe company to do business with.
We placed several orders with them in March. In one order two MFT/3 tables arrived and the boxes looked quite damaged.
We opened them up and found in one table the guide rail was damaged and one of the long side rails was also damaged. We emailed toolnut with pictures - zero reply. So next we called them next business day and instead of shipping a replacement table they said they'd ship replacement parts - not ideal, but livable. That was a week ago- zero email, no status update since.
Second order we had issue with was a longer guide rail. During the order call - no problem. After money received suddenly the rail is in back order, two weeks later and we still have no status update or ETA.
Frankly, I'm shocked a reseller can stay in business if they treat customers that spend ~$6000 in one month so poorly.