Author Topic: Anyone considering ditching Festool tools? (Read 20072 times)

Louis@Godfreysjoinery · « **on:** November 14, 2017, 04:43 PM »

Good evening all,
Since starting up the business again and investing heavily in Festool I have to say on every occasion I’ve been disappointed with the repair order service until someone from higher up the ladder takes control.
I also feel with the amount of money I’m spending on these tools they should last years and years but the latest sander lasted about 6 months.
I’m seriously considering changing suppliers now to a different brand.
Since stating up I’ve bought the following tools which have broken down or failed in some way.......
Kapex ks120 110v motor / armature failed
PDC 18v motor failed and gears were replaced
Rotex 90 110v awaiting collection
Domino xl 700 240v awaiting collection
All of these are lightly used and all under 24 months old.
Just on the above it’s roughly £2500-£3000
I do own other tools and as yet they have not broken down.
The problem I have with Festool at the moment is the poor quality of the tools for the premium price I’m paying and the terrible customer service.
I phoned head office on Monday before filling the repair order and was assured that everything would be done and sorted.
Today I ring to confirm collection and to confirm that my collection order had be forwarded to Fedex, again It was confirmed.
When it gets to 4:30pm and they’ve not turned up I’m saying to myself “ here we go again “
Again I ring only to be told that no order has been placed.......... big breath and breathe.
They are a joke in my view.
Once again I’ll have to go further up the ladder to get anything sorted.
Slight rant, I apologse.
All the best,
Louis

Phil Beckley · « **Reply #1 on:** November 14, 2017, 04:57 PM »

Quote from: Louis@Godfreysjoinery on November 14, 2017, 04:43 PM

Good evening all,
Since starting up the business again and investing heavily in Festool I have to say on every occasion I’ve been disappointed with the repair order service until someone from higher up the ladder takes control.
I also feel with the amount of money I’m spending on these tools they should last years and years but the latest sander lasted about 6 months.
I’m seriously considering changing suppliers now to a different brand.
Since stating up I’ve bought the following tools which have broken down or failed in some way.......
Kapex ks120 110v motor / armature failed
PDC 18v motor failed and gears were replaced
Rotex 90 110v awaiting collection
Domino xl 700 240v awaiting collection
All of these are lightly used and all under 24 months old.
Just on the above it’s roughly £2500-£3000
I do own other tools and as yet they have not broken down.
The problem I have with Festool at the moment is the poor quality of the tools for the premium price I’m paying and the terrible customer service.
I phoned head office on Monday before filling the repair order and was assured that everything would be done and sorted.
Today I ring to confirm collection and to confirm that my collection order had be forwarded to Fedex, again It was confirmed.
When it gets to 4:30pm and they’ve not turned up I’m saying to myself “ here we go again “
Again I ring only to be told that no order has been placed.......... big breath and breathe.
They are a joke in my view.
Once again I’ll have to go further up the ladder to get anything sorted.
Slight rant, I apologse.
All the best,
Louis

Hi Louis
Sorry to hear of your concerns and I have asked Service team leader to contact you.....just to ensure all details are correct can you PM me your contact details please.
rg
Phil

Louis@Godfreysjoinery · « **Reply #2 on:** November 14, 2017, 05:02 PM »

Hi Phil,
Thankyou for your rapid reply!
As ever you are the main man in these situations and things seem to go a lot quicker and smoother when you are involved.
I’ll text all the details through in the morning
Regards,
Louis

GarryMartin · « **Reply #3 on:** November 14, 2017, 05:03 PM »

I have a fair amount invested in Festool over the last five years and I've had one failure (a Ti15) that was dealt with really quickly, efficiently, and without any hassle. My tools aren't heavily used by any standards, but because I have trouble-free use from them, and because I enjoy the quality of them when I'm working, and appreciate the "system" that ties them together, I can't see me ditching them any time soon.

I'd like to think you've been unlucky rather than there's a systematic quality problem, but the service issues are clearly unforgiveable. If there's one thing likely to upset me more than anything else, it's breaking a promise. I've seen @Phil Beckley get involved in issues aired in this forum, but that shouldn't really be required; it shouldn't take Phil's intervention to get the service that is advertised and promised (and as if to prove the point, he's replied while I've been typing this!)

Phil Beckley · « **Reply #4 on:** November 14, 2017, 05:07 PM »

Quote from: Louis@Godfreysjoinery on November 14, 2017, 05:02 PM

Hi Phil,
Thankyou for your rapid reply!
As ever you are the main man in these situations and things seem to go a lot quicker and smoother when you are involved.
I’ll text all the details through in the morning
Regards,
Louis

.....email has been sent. Your details will be in our system so you should be contacted first thing
rg
Phil

Naildrivingman · « **Reply #5 on:** November 14, 2017, 06:06 PM »

I’ve had two failures: Pro 5 and Kapex. Both took about 2.5 weeks to resolve. I did not handle anything. I dropped the tools off at my vendor and everything was handled, so I’m thinking that is the way I will go if needed in the future. I’m sad to hear of your troubles and I hope the very best for you.

Shadytree · « **Reply #6 on:** November 14, 2017, 06:37 PM »

I'm switching cordless brands because I am tired of waiting for all the normal (when I say normal I mean impact driver) cordless tools that every other brand has. Bosch finally brought the flexiclick to North America so I have a choice.

DB10 · « **Reply #7 on:** November 14, 2017, 06:42 PM »

It took six weeks for me to get my TSC55 repaired down here, frustrating having to re schedule work & not knowing when you will receive your tool back.
I thought I was paying a premium for my Festool tools as I would receive a consistent warranty service if I needed one but service all inclusive has turned out to be a bit of a lottery in my opinion.

overanalyze · « **Reply #8 on:** November 14, 2017, 08:12 PM »

The tools I have I love and have been without issue except for out Kapex. Festool service has been great in dealing with our Kapex. Their Sanders are great! Love all 3 of my vacs, trion, domino, FSK, & ts55.

J0hn · « **Reply #9 on:** November 14, 2017, 08:59 PM »

I haven't had any problems with my track saw, CT 36, Trion jigsaw and a couple of sanders. With that being said, when I needed another miter saw I bought the Bosch Glide and the Bosch vac to go with it. Recently I wanted a 1/2 sheet sander and bought the Bosch OS50VC and another Bosch Vac.

So to answer your question - yes

pettyconstruction · « **Reply #10 on:** November 14, 2017, 09:21 PM »

I think looking at a different vender is fine , and if they serve your needs better , then go there.
Every manufacturer has their pluses and minuses so plan accordingly.

What kills me is the guy that totally abandons festool because of one or two issues, to take a hit on Craigslist or eBay just because they are mad.
My festool shave been great, but I don't just buy festool.
I buy from the company that I feel has the best tool ( for me ).
Rant over,
Charlie

Sent from my iPhone using Tapatalk Pro

Alex · « **Reply #11 on:** November 15, 2017, 01:52 AM »

I have not ditched the tools because I still think they are good quality, but I have ditched the company because I think their mentality and service are very bad. On every occasion I have used them for service now they have let me down, 5 times in a row. I'm not gonna bother again. They have turned me from a Festool advocate into the opposite.

The tools themselves need very little service and I have quite a few of them. When something breaks I just order the parts and repair it myself. I don't see any problem with the tool's quality, apart for some known issues like the ever failing Plug-It cord, or the 110v Kapex problem, which doesn't apply to me in 220v country.

I have bought most of my Festools but two on the used market, so I never put much money in Festool's pocket in that way, but I have bought for thousands of euros worth of consumables and accessories from them to get the tools going. But that's over now. Now I only buy compatible 3rd party materials.

Timtool · « **Reply #12 on:** November 15, 2017, 02:20 AM »

If you look at my list of tools below and consider the vast majority is now out of warranty, then the only problems I have had was my 10 year old kapex armature, OF1010 armature and the Carvex but can't remember what. The first was repaired by Festool in a reasonable period and for a reasonable cost (this was before I was "known") The second I repaired myself.
Plus some have needed new brushes, so they do get used allot.

However one time I also brought in a sander and a drill for a free checkup before warranty ran out, apparently they were overrun because of that new free checkup policy. 2 months later they ended up sending me two brand new tools because it was taking too long.

So I think your main problem is with your national service, you did kinda well to rant on here because I suppose some will get slapped on the wrist over this, threads like these are terrible PR.
Looks like you dealt directly with them? I always bring them to my dealer, his only goal is to keep me happy so I continue going there, and that way I don't have to deal with sending them somehow. They have more weight to pressure the service, and can give you replacement tools. It's in moments like those that I'm happy to have supported brick and mortar stores for most of my tools.

I do feel that with all these similar threads, some have not been able to covert the honey moon into a sane relationship once the adrenaline and new factory smell are gone. Either because they had unrealistic expectations, but apparently also because the other side wasn't making it easy either. Perhaps festool should introduce a policy to replace any tool that doesn't get repaired within 10 days, or supply a replacement which is preferable. That would kill 90% of these rant threads.

Kev · « **Reply #13 on:** November 15, 2017, 03:48 AM »

Ditching? No. Because I have most of the Festool range that I need I probably spend more time in consideration when something new is released.

I rarely put myself in a situation where I only have one option to do a task, but when that happens and if the tool failed I'd also be frustrated if the repair window was long and the interaction with the service team wasn't smooth.

The real question is do you really need to flush your entire tool collection to another single brand or are there specific tools you could consider swapping if you've lost confidence in them?

ChuckM · « **Reply #14 on:** November 15, 2017, 11:38 AM »

I have five Festool tools, including the Kapex. NO plans to ditch anything, but if any of them is broken beyond reasonable repair, I don't think I will replace it with another Festool item, except perhaps the DF500.

I have commented before about the Festool service though I have never -- touch wood -- needed to use it. All my Festool tools are from Lee Valley and so I expect (and hope) I can deal with LV Customer Service and not Festool Customer Service in case anything goes wrong.

#Tee · « **Reply #15 on:** November 15, 2017, 12:04 PM »

kapex abused for about 2 years
cxs used alot, first drill i grab for most things
carvex barely used
ts55 abused most often used saw
ct26 turns on everytime kapex and ts55 is used
t18 used alot as well
of1400 not used much
domino df700 used alot
ets ec 150/5 abused for 1yr

So far ZERO issues with any of the power tools. The mft, stool, work center and all of the power tool accessories ive bought and used NOTHING broke yet and performed the way it was advertised. Been a very happy customer for 4yrs.

Motown · « **Reply #16 on:** November 15, 2017, 01:12 PM »

Ditch? No, but there are some tools that I like less than others and I have replaced them with other brands. I would say that I am 98-99% satisfied with all my Festool purchases and the customer service. At the end of the day, I try to pick the tools that work best for me.

I wanted to add this, I have yet (knock on wood) to have any issues with my Kapex but I am worried about it given the large number of issues communicated on this site. The Bosch glide and vacuum seem like an interesting option.

VW MICK · « **Reply #17 on:** November 15, 2017, 01:19 PM »

Quote from: #Tee on November 15, 2017, 12:04 PM

kapex abused for about 2 years
cxs used alot, first drill i grab for most things
carvex barely used
ts55 abused most often used saw
ct26 turns on everytime kapex and ts55 is used
t18 used alot as well
of1400 not used much
domino df700 used a lot

So far ZERO issues with any of the power tools. The mft, stool, work center and all of the power tool accessories ive bought and used NOTHING broke yet and performed the way it was advertised. Been a very happy customer for 4yrs.

Ha ha I know every one hates this but plus one

JimH2 · « **Reply #18 on:** November 15, 2017, 01:26 PM »

Quote from: Naildrivingman on November 14, 2017, 06:06 PM

I’ve had two failures: Pro 5 and Kapex. Both took about 2.5 weeks to resolve. I did not handle anything. I dropped the tools off at my vendor and everything was handled, so I’m thinking that is the way I will go if needed in the future. I’m sad to hear of your troubles and I hope the very best for you.

Neither of these are a surprise.

VW MICK · « **Reply #19 on:** November 15, 2017, 01:31 PM »

I have never had an idea to ditch Festool

I’ve just completed a build that I have posted and I enjoyed every minute of using my tools they are a pleasure to use and make my life easier

I honestly don’t think I could achieve the complexity and finish of my projects without Festool

I do have other brands for specific jobs wich I also post

MICK

Louis@Godfreysjoinery · « **Reply #20 on:** November 15, 2017, 05:14 PM »

Hi,
It’s been really interesting reading through the responses so far, some of you have had no problems, some of you a few problems and some like myself are fed up with the system and particular tools.
I’ve made a complaint to head office regarding the quality of certain tools I own and the poor customer service, I am now waiting for a response regarding this.
Despite contacting the head office 3 times to confirm details for collection it was still a messup.
For the premium price I’m paying I demand a level of service and quality, it’s clear to me it’s non existent.
I have sold the Kapex at a loss as it’s not fit for purpose and replaced it with a dewalt.
The bottom line is these tools should not be breaking so easily.
I have a Milwaukee drill set that’s 12 years old, still going strong and not once had a service or a breakdown. The pdc 18v lasted 6 months before the motor and gears were changed.
Anyhow that’s my bit for now.
Louis

Peter Halle · « **Reply #21 on:** November 15, 2017, 05:49 PM »

@Louis@Godfreysjoinery ,

I have read tons of customer service related posts here and I truly offer that yours is a mind-boggling one. You have had several tool issues and then in the getting-the-tool-to-the-repair-facility-or-back-into-your-hands procedure you have had so many issues. That is so totally wacky to me, a guy who lives 10+hours from a repair facility.

I originally thought that the whole carrier-pick-up-the-tool-and-deliver-service was so cool in the UK and other places but after reading your post I think that whole system is broken.

Obviously I don't have all the information nor do I have the perfect answer.

Peter

Jim Kirkpatrick · « **Reply #22 on:** November 15, 2017, 05:56 PM »

I wouldn't dream of ditching my Festools. I must be living in the Bizarro world because I've had nothing but good luck with them. Only problem I've had was a faulty switch in my CT33 dust extractor that I bought used in 2008. To this day it is still going strong and sees daily use in my shop.
Not to mention, what brought me to Festool was the dust collection. I was ready to quit woodworking altogether because of the sinus problems I had. Then I discovered their sanders. Festool has kept me in the game and I am grateful.

Phil Beckley · « **Reply #23 on:** November 15, 2017, 06:11 PM »

Quote from: Peter Halle on November 15, 2017, 05:49 PM

@Louis@Godfreysjoinery ,

I have read tons of customer service related posts here and I truly offer that yours is a mind-boggling one. You have had several tool issues and then in the getting-the-tool-to-the-repair-facility-or-back-into-your-hands procedure you have had so many issues. That is so totally wacky to me, a guy who lives 10+hours from a repair facility.

I originally thought that the whole carrier-pick-up-the-tool-and-deliver-service was so cool in the UK and other places but after reading your post I think that whole system is broken.

Obviously I don't have all the information nor do I have the perfect answer.

Peter

....just to make it clear - the system in the UK is not broken.
Phil

antss · « **Reply #24 on:** November 15, 2017, 06:26 PM »

Phil, can you say where the disconnect lies ?

Is it at the local dealer level or the shipper ? Or just one of those oddities that happens because of post code system? User error ?

Seems like this is the 2nd case of someone posting here recently that they've had trouble getting the UK system to work as intended.

Peter Halle · « **Reply #25 on:** November 15, 2017, 07:07 PM »

Quote from: Phil Beckley on November 15, 2017, 06:11 PM

Quote from: Peter Halle on November 15, 2017, 05:49 PM
@Louis@Godfreysjoinery ,

I have read tons of customer service related posts here and I truly offer that yours is a mind-boggling one. You have had several tool issues and then in the getting-the-tool-to-the-repair-facility-or-back-into-your-hands procedure you have had so many issues. That is so totally wacky to me, a guy who lives 10+hours from a repair facility.

I originally thought that the whole carrier-pick-up-the-tool-and-deliver-service was so cool in the UK and other places but after reading your post I think that whole system is broken.

Obviously I don't have all the information nor do I have the perfect answer.

Peter

....just to make it clear - the system in the UK is not broken.
Phil

Phil,

When I said broken it was about couriers who are not doing what they should be doing. No different than when my mail service should be delivering to me in the normal timeframe and then it doesn't.

Peter

yetihunter · « **Reply #26 on:** November 16, 2017, 03:36 AM »

I threw my anemically thin diametered sleeved hose into the bin.
Does that count?

Untidy Shop · « **Reply #27 on:** November 16, 2017, 07:16 AM »

Of all the comments here that made me sit up and take notice it was that of @Alex who has been such a strong Festool advocate here on the FOG for many years.

In many ways he has also summed up the experience of so many here in Australia. Ref the Thread 'One for the Aussies'.

The issues of tool pick up in the UK and US certainly make me smile. I am sure many down here even cringe. The reason is that our 'Service All Inclusive' only offers repairs via dealer pick up. Imagine how that works for many working in remote and not so remote areas of Australia. My Premium Dealer is around 1hr 40 - 50 mins away.

I too have now probably purchased my last Festool. Not out of any great dissatisfaction with the tools themselves, rather I have reached a time when those I have should see out my productive life. Sure some may need replacement, but I can not think of any additional item within the current Festool range that I now need.

Still -

ChuckM · « **Reply #28 on:** November 16, 2017, 08:27 AM »

Quote from: Timtool on November 15, 2017, 02:20 AM

Snipe.
Perhaps festool should introduce a policy to replace any tool that doesn't get repaired within 10 days, or supply a replacement which is preferable. That would kill 90% of these rant threads.

This "crazy" idea may sound crazy but it could be the last thing Festool needs to earn back the trust of those who have had really bad encounters with its service.

When drastic measures like that are planned for, given the necessary resources and implemented, they send two messages, one externally and one internally. To outsiders, it means a determination on the part of the company to change things. Internally, the employees see an effort from the top to change the service culture and listen.

Such idea of giving a new tool to a customer after certain # days of a tool remaining unattended to is very powerful because it is costly if the new pledge is not met. Management will see the delinquency where it hurts.

Some companies make pledges about their service time, etc. I remember seeing a pledge at an airport where one airline (Alaska?) boasted that if you don't have your baggage ready after x minutes of your deboarding, you will get your a discount coupon for your next flight or something like that.

It is a pity that Festool seems to be sitting on its hand and letting its service reputation damage or harm its manufacturing reputation as well as its overall company reputation. It should apply a bit of its innovation brilliance (the domino joiner, e.g.) to the work of revamping its service management. This must be an executive top-down initiative -- to be successful.

aloysius · « **Reply #29 on:** November 16, 2017, 08:28 AM »

I've ditched a few lines along the way. After "wasting" a cool grand or so on their cordless drills I decided that there's no sense in throwing additional good money after bad. That was admittedly many years ago, but there's just so much better value elsewhere in my opinion.

Likewise, I gave up on their saws a decade ago with 3 successive "strikeouts" in the Trion, Kapex & the abominable rail jointing system of the TS55.

My SR5E extractor, 2 Duplex, Deltex & RO90DX sanders were nicked last year & won't be replaced either. The RS1C sander will, however, as it's an excellent, powerful but crude workhorse that nobody else makes: most half sheet sanders these days have <5mm orbits, making them much less effective for roughing work. There's actually nothing wrong with the Deltex apart from being discontinued! OK maybe the extra finger attachments of the (likewise discontinued) Bosch deltas make them a bit more versatile, but the Deltex was always a smoother running & more aggressive sanding alternative.

But the other sanders; the 2 Duplex in particular were just too slow in operation & the RO90 such an ill-mannered, evil handling little beast in any mode with coarse papers that I'm actually rather pleased to have them gone. A new DEOS sander from Mirka should be a more effective small orbital than the slow linear action of the Duplex, despite the convenience of their shaped bases. The smaller diameter version of the random orbit DEROS or the impeccable smoothness of the old SXE400 Metabo sanders will be much more ergonomic & easily handled than that awful little Rotex ever was

I'll keep my old Rotex 150 sander & CT22 vac going indefinitely, however. I hate the newer ones, with their stupid unreliable plug-it power cords, proprietary bayonet pad mounting & weak, flimsy hose garages. Just as long as parts are still available, I'll soldier on with these 2 gems, & look for a second hand Festo RS1C or maybe one of the short lived RS100Cs that have a fixed cord.

The old Rotex has a huge range of centre screwed Festo/ol, DeWalt, Metabo, Bosch & aftermarket sanding pads in standard 6 & 9 hole patterns plus a huge variety of multi-hole bases at much cheaper prices that allow the use of those fantastic mesh abrasives, plus hundreds of others from dozens of different suppliers. The bayonet mounted pads of the newer Rotex sanders severely limit abrasive choice.

So for me it's a bit of a mixed bag. There's 3 tools in particular that I admire & respect. Reliable old "friends" that I won't ever willingly part with. As for the rest of their range, well it's not really that anything in particular (apart from those woeful jigsaws, underperforming cordless range & that ridiculous small Rotex) that's actually bad. It's just that many of the newer tools from some competitors are just so much better: in design, performance, reliability & (subjective) value.