One of the main reasons I switched from DeWalt to Festool was the back up and service.
I have spend tens of thousands on DeWalt over the years. I never had a product catalogue, invite to an event etc. And when tools develop a fault, it turns out that the DeWalt "service centres" have no capability to repair tools they just package them up and send them off.
With most tools we have multiples so when one fails we can keep on working. However, it is the time spent on administration, chasing the repair and getting the tools back that gets to be a problem. On the rare occasion we had a problem with a Festool item it has been collected and returned within a few days without any issues.
Even if it is a technical question the staff at the contact centre are very knowledgeable about the the range and how to use them and if they don't have the information I get passed on to the technical team. I don't have a dealer within 50 miles of where I am but have the benefit of a regional rep whom will come on site and answer questions, demo tools etc.
really can't fault the service so far
