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Author Topic: Zero Response from the Repair Department  (Read 5690 times)

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Offline iamnothim

  • Posts: 1411
Zero Response from the Repair Department
« on: April 06, 2017, 04:52 PM »
Pathetic. 
Called last week.  No one picked up it went right to voicemail. So I sent an email
Got a reply with return instructions but I did not want to send in my RO-90 just for a broken power pin.  When the same thing happened to my Domino a year back they sent the part.  So ai replied "has w much is the part?   It's got to be less than shipping. So I'd buy one.  That was Friday.  No reply.  Tuesday I called.... straight to voicemail.   As of Thursday No Callback

Needless to say I am not happy
My reputation pre-deceases me.

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Online copcarcollector

  • Posts: 1334
Re: Zero Response from the Repair Department
« Reply #1 on: April 06, 2017, 04:55 PM »

Offline iamnothim

  • Posts: 1411
Re: Zero Response from the Repair Department
« Reply #2 on: April 06, 2017, 04:58 PM »
Just a coincidence.   I got an email reply from "The Repair Department "
Wouldn't even give a name
My reputation pre-deceases me.

Offline bobfog

  • Posts: 809
Re: Zero Response from the Repair Department
« Reply #3 on: April 06, 2017, 05:18 PM »
There have been a few threads of late complaining about the appalling service from Festool USA, a different excuse each time, but the same complaint about lack of timely response. 

Offline billg71

  • Posts: 164
    • Bill Graham Photography
Re: Zero Response from the Repair Department
« Reply #4 on: April 06, 2017, 06:03 PM »
I filed a repair request for my Kapex online last Saturday, got an RO # and everything, but have yet to hear from anyone at Festool, either email or phone.

I thought I'd call tomorrow, maybe something is whacko with their new website.
"Born to fish, forced to work..."

Offline TylerC

  • Festool USA Employee
    FOG Administrator
  • *
  • Posts: 882
Re: Zero Response from the Repair Department
« Reply #5 on: April 06, 2017, 06:51 PM »
Please send me a direct message, and I'll personally talk to someone to have them contact you ASAP.

Please include the following:
- your name
- your email address
- your phone number
- the tool (preferably including the T-Nr)
- what your service issue is

Thanks for your patience.

(Also, our phone system was down this afternoon. If you tried to call this afternoon, nothing was coming in or out.)

Offline DrD

  • Posts: 395
  • I might not be fast BUT I sure am slow
Re: Zero Response from the Repair Department
« Reply #6 on: April 06, 2017, 07:02 PM »
Looks like everybody's mileage certainly differs. 

Called Festool Service yesterday morning about 9:00am CST - went right thru, service technician answered by 3rd ring, told him my problem, and it was resolved right there on the phone call - very courteous and very professional.

Dr.D

Offline RKA

  • Posts: 866
Re: Zero Response from the Repair Department
« Reply #7 on: April 06, 2017, 07:08 PM »
I'm still waiting for a call back after leaving a vm last week.  I'm going to try again tomorrow, else it will have to be through Tyler.
-Raj

Offline Cheese

  • Posts: 3084
Re: Zero Response from the Repair Department
« Reply #8 on: April 06, 2017, 08:08 PM »
I had the same issue with service several weeks ago, I was just trying to order some parts. Lucky for me, Uncle Bob intervened and I received the parts 3-4 days later.  [cool]

Offline SRSemenza

  • Global Moderator
  • *
  • Posts: 7729
  • Finger Lakes Region, NY State , USA
Re: Zero Response from the Repair Department
« Reply #9 on: April 06, 2017, 08:10 PM »
There have been a few threads of late complaining about the appalling service from Festool USA, a different excuse each time, but the same complaint about lack of timely response.


 There is a lot going on at Festool USA at the moment.  Not necessarily an excuse but could be the reason.

Seth

Offline Bhend18

  • Posts: 183
    • Hendricks Construction
Re: Zero Response from the Repair Department
« Reply #10 on: April 06, 2017, 08:15 PM »
I also left a voicemail on Thursday and have yet to hear back.
Domino DF 500, CT 36 E, Boom Arm Set, CT MIDI, OF 1400, LR 32, FS 2424/2-LR 32, FS 1400/2 LR32, TS 55 REQ, TS 75 EQ, HKC 55 EB, FS 800, FS 1080, FS 1900, FS 3000, FSK 250, FSK 420, Parallel Guide Set, MFT/3, Kapex KS 120, Kapex UG, CXS, PDC 18/4, Drilling Dust Nozzle, CMS-GE, Carvex PS 420 EBQ, Pro 5 LTD,RO 90 DX, RO 150 FEQ, RTS 400 REQ, RS 2 E, LS 130 EQ, RAS 115 E, CT Wings, Vecturo OS 400, SysLite KAL-2, SYSRock

Offline Holmz

  • Posts: 3664
Re: Zero Response from the Repair Department
« Reply #11 on: April 06, 2017, 08:21 PM »
There were posts last year about the repair department communicatuon being appalling.

Everyone claims the warrenty and the return policy are great, which in a marketing sense is true.
And most praise the plugit, which seems to be conceptually good, and just lacks quality in the materials or the maunfacturing execution.

So the thread wins the FT trifecta of frustration.

Offline SRSemenza

  • Global Moderator
  • *
  • Posts: 7729
  • Finger Lakes Region, NY State , USA
Re: Zero Response from the Repair Department
« Reply #12 on: April 06, 2017, 08:38 PM »
   My personal opinion is that things at Festool USA will get back to being as good or even better than they have been in the past. Lots of good and very capable people working there.

   Communications problems aside the warranty and return policy are great. Pretty sure that some of the recent posts about problems in this area have been made by people who have had the opposite experience in the past. At least if my memory of FOG posts serves.

Seth

Offline Bhend18

  • Posts: 183
    • Hendricks Construction
Re: Zero Response from the Repair Department
« Reply #13 on: April 06, 2017, 08:56 PM »
I just tried the online repair request and I get a "failure sending email" message every time I submit.
Domino DF 500, CT 36 E, Boom Arm Set, CT MIDI, OF 1400, LR 32, FS 2424/2-LR 32, FS 1400/2 LR32, TS 55 REQ, TS 75 EQ, HKC 55 EB, FS 800, FS 1080, FS 1900, FS 3000, FSK 250, FSK 420, Parallel Guide Set, MFT/3, Kapex KS 120, Kapex UG, CXS, PDC 18/4, Drilling Dust Nozzle, CMS-GE, Carvex PS 420 EBQ, Pro 5 LTD,RO 90 DX, RO 150 FEQ, RTS 400 REQ, RS 2 E, LS 130 EQ, RAS 115 E, CT Wings, Vecturo OS 400, SysLite KAL-2, SYSRock

Offline Dovetail65

  • Posts: 4525
    • Rose Farm Floor Medallions and Inlays
Re: Zero Response from the Repair Department
« Reply #14 on: April 06, 2017, 09:22 PM »
Pathetic. 
Called last week.  No one picked up it went right to voicemail. So I sent an email
Got a reply with return instructions but I did not want to send in my RO-90 just for a broken power pin.  When the same thing happened to my Domino a year back they sent the part.  So ai replied "has w much is the part?   It's got to be less than shipping. So I'd buy one.  That was Friday.  No reply.  Tuesday I called.... straight to voicemail.   As of Thursday No Callback

Needless to say I am not happy

Just ask here.

A broken power pin less than 15.00 and you will have it in a few days. They run this forum, use it. I never call them. If I have an issue, I have found this forum for the last 10 years going back when it was on yahoo always helped me out. I would just ask, hey where can I get a power pin real quick. It's not worth your aggravation even trying to call them for something like that.

I truly believe unless it is a MAJOR repair or major warranty service is needed the answer is going to be here. I will gladly assist anyone if I know and so will others. But since the tone was complaining about Festool Service(rightfully so it seems in this case), you never received an answer for what you needed. I have no problem you bashing them for not answering, not answering the phone is so wrong and bad business. Personally I never let a client wait longer than 15 minutes to respond to an email question. I am just saying if you would  of just asked you would have had the part pretty quick. For me it's not even worth getting the part free over 15.00 if I have to deal with waiting for a response, others may have a different view off course.

This is it the correct part I believe:

Socket Housing for RO 90(#496388) ($14.63) In Stock

https://www.toolsforworkingwood.com/store/item/FS-SOC.XX/Replacement_Socket__Housing_for_Festool_Tools





« Last Edit: April 06, 2017, 09:33 PM by Dovetail65 »
The one who says it can't be done should avoid interrupting the person doing it.

Offline iamnothim

  • Posts: 1411
Re: Zero Response from the Repair Department
« Reply #15 on: April 07, 2017, 11:42 AM »
@Dovetail65

Many thanks for the info.   496388 is indeed the part number.
$15 + shipping is a lot less than shipping my RO90 to Festool.   Its cheaper for them too, but I won't have a logic attack.

Luke
My reputation pre-deceases me.

Offline iamnothim

  • Posts: 1411
Re: Zero Response from the Repair Department
« Reply #16 on: April 18, 2017, 12:47 PM »
Ok.  When I am wrong I admit  that I am wrong. The RO90 sander is Not User Serviceable. 
The part came with a note to that effect and after taking a look under the covers  it is indeed right.   There's a lot of brain surgery to replace that socket.
My reputation pre-deceases me.

Offline iamnothim

  • Posts: 1411
Re: Zero Response from the Repair Department (again)
« Reply #17 on: June 01, 2017, 04:38 PM »
Once again Ferstool Support is .... what's worse than Abysmal?  That would be them.
I had a question on my DF500.
I sent an email because the phone system couldn't handle the calls.   (Something about a the techs and video games)

The email was sent MAY 15, 2017     To date. No response.

Yes, I could have asked the forum, but I want an authoritative definitive answer.

Luke
My reputation pre-deceases me.

Offline TylerC

  • Festool USA Employee
    FOG Administrator
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  • Posts: 882
Re: Zero Response from the Repair Department
« Reply #18 on: June 01, 2017, 04:41 PM »
@iamnothim What email did you send the question to? I'll see if I can track it down.

Offline iamnothim

  • Posts: 1411
Re: Zero Response from the Repair Department
« Reply #19 on: June 01, 2017, 04:42 PM »
@iamnothim What email did you send the question to? I'll see if I can track it down.

Hi Tyler,  I was just composing a PM.

service-us@festoolusa.com
My reputation pre-deceases me.

Offline TylerC

  • Festool USA Employee
    FOG Administrator
  • *
  • Posts: 882
Re: Zero Response from the Repair Department
« Reply #20 on: June 01, 2017, 04:45 PM »
Thanks. Yeah, let's move this to PM to minimize clutter.

Offline iamnothim

  • Posts: 1411
Re: Zero Response from the Repair Department
« Reply #21 on: June 01, 2017, 05:09 PM »
Someone needs to be reprimanded.  Here's where I got the email address.
Not exactly obscure

My reputation pre-deceases me.

Offline iamnothim

  • Posts: 1411
Re: Zero Response from the Repair Department
« Reply #22 on: June 02, 2017, 11:26 AM »
Well I'll be danged.  I got a call and a message asking me to send my Domino in.
That's Good news.  The Bad news is I can't function without it.  5 (for fun) projects backed up.  See sliding garage cabinet doors.  4 more to make and they require a zillion dominos

Many thanks @TylerC  !

Q:  Is it possible to make the center-line on the sole of the domino more visible?  I can hardly see it.

My reputation pre-deceases me.

Offline Michael Kellough

  • Posts: 2857
Re: Zero Response...Domino base plate line visibility
« Reply #23 on: June 02, 2017, 02:02 PM »
@iamnothim asked;

Q:  Is it possible to make the center-line on the sole of the domino more visible?  I can hardly see it.

Run a black Sharpie down the groove and quickly wipe the stuff off the surface with your finger.

Or, do the opposite; make a wide line with a Sharpie and carefully run a scribe point down the groove to scrape out the ink.

Offline Holmz

  • Posts: 3664
Re: Zero Response from the Repair Department
« Reply #24 on: June 02, 2017, 07:04 PM »
Quote from: Xxx topic=51267.msg504939#msg504939 date=1491519081
Please send me a direct message, and I'll personally talk to someone to have them contact you ASAP.

Please include the following:
- your name
- your email address
- your phone number
- the tool (preferably including the T-Nr)
- what your service issue is

Thanks for your patience.

(Also, our phone system was down this afternoon. If you tried to call this afternoon, nothing was coming in or out.)

Everyone on FOG talks about the great warrenty and service as differentiating FT from the others.
when it requires knowing some pone to start the process it seems non-equitable.

Offline Naildrivingman

  • Posts: 137
Re: Zero Response from the Repair Department
« Reply #25 on: June 03, 2017, 05:39 AM »
I have had only one warrantee issue and it was handled through my dealer.  I brought him my sander and 7-9 days later it was back. Knock on head (or wood) I hope this good fortune stays with me.
Dance with who brung ya...

Offline Paul G

  • Posts: 1893
Re: Zero Response from the Repair Department
« Reply #26 on: June 03, 2017, 10:04 AM »
So what IS the correct email to their service?
+1

Offline iamnothim

  • Posts: 1411
Re: Zero Response from the Repair Department
« Reply #27 on: June 03, 2017, 10:19 AM »
The one I posted. It's the same one in the screen shot.
Best O' Luck
My reputation pre-deceases me.

Offline TylerC

  • Festool USA Employee
    FOG Administrator
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  • Posts: 882
Re: Zero Response from the Repair Department
« Reply #28 on: June 05, 2017, 08:21 AM »
So what IS the correct email to their service?

Yes, service-us@festoolusa.com is the main email address.

Offline JayStPeter

  • Posts: 359
Re: Zero Response from the Repair Department
« Reply #29 on: June 05, 2017, 10:07 AM »
I send a request for some info to see what it would cost to get my ATF 55 realigned after I replaced a lot of parts on it.  No response.  I have trouble calling during normal hours, so I haven't tried phone yet.
Jay St. Peter