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Author Topic: Customer service  (Read 1969 times)

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Offline al-ociN

  • Posts: 1
Customer service
« on: June 23, 2017, 10:15 PM »
Hello all member and owners.
My first talk isn't that exiting. Had an issue with my CT MINI
wanted to send it info check up and to be fixed.
After talking on the gone with an agent, chatting online with who ever! I got put on a long pause after explaining my situation and got rejected due to not be having the prof of purchase. When I explained that the CT I' owend recently I bought it from a friend who isn't available to touch base with him easily.
After days of waiting and time consumed and bad experience with costumer care! I ended having the dust exraxtor collecting dust on a shelve in my work room not able to use it neither to finish the job I'm commited with due to the amount  of dust I' wil be breathing and my asma issue.
As powerful and professional festool tools could be! Sadly my first experience with the company customer service, dint give a hope or made me want to have a bigger festool family adding on my RO 150 as well ETS 150/3 and my SYS - ROLL and the other litle "knicknack" more tools.
Ps; even by explaining that I'm wanting to pay all the charges and added more items to purchase.

Still hoping a chagd about all that.
Thank you , you all on the reading time.

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Offline copcarcollector

  • Posts: 1394
Re: Customer service
« Reply #1 on: June 23, 2017, 10:49 PM »
Where are you based? What is the specific problem you are having with the Ct?
Perhaps other members here can offer assistance

Offline ear3

  • Posts: 3502
Re: Customer service
« Reply #2 on: June 24, 2017, 04:38 PM »
I thought that warranties were transferable (within 3 yr limit) -- this is something I actually confirmed with service when I was deciding whether to purchase the OF2200 on the second hand market.  Moreover, it didn't matter that I did not have proof of purchase -- they were able to confirm the original purchase date of the tool just on the basis of the serial number.

Is this not/no longer the case @TylerC ?  This issue also reinforces the urgency of getting the My Account feature of the website back online.  It's where I centralized all my purchase information and receipt images. 
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 • RS 2 • HL 850 • Vecturo OS 400 • CT 26 w/Long-Life Bag • CT Sys w/Long-Life Bag • MFT/3

Offline TylerC

  • Festool USA Employee
    FOG Administrator
  • *
  • Posts: 1027
Re: Customer service
« Reply #3 on: June 24, 2017, 05:03 PM »
Warranties are still transferable (unless I'm out of the loop on a recent change).

@al-ociN - Please send me a message with your name and contact information. I will speak with our service team on Monday.

Offline antss

  • Posts: 1453
Re: Customer service
« Reply #4 on: June 24, 2017, 08:56 PM »
Are you in the USA and is your MINI less than three years old ?

Offline Rsrflooring

  • Posts: 15
Re: Customer service
« Reply #5 on: July 01, 2017, 10:32 AM »
I agree my recent experience with festool repairs were less the professional. I feel your pain and am now in the process of selling off my tools. Other companies our catching up with dust collection at a fraction of the price and better quality.

Offline TylerC

  • Festool USA Employee
    FOG Administrator
  • *
  • Posts: 1027
Re: Customer service
« Reply #6 on: July 01, 2017, 10:50 AM »
@Rsrflooring If you're still having a service issue, please shoot me a private message, and I'll try to get you taken care of.