I have heard great things about Bob Morino, I've had great experience dealing with McFeely's. My local sources (Woodcraft and Woodworkers Source,) in Tucson, AZ are a little disappointing, lack of knowledge and product line. Just would like too know who everyone likes & why and who they dislike. Thought this might help other Festool buyers make more informed buying decisions.

  Let me add a few comments, because this post comes up every so often. I do appreciate the kind words and customer support. But I don't know "fair" this post is to the other Festool dealers, who either haven't been dealing for as long as I have (in my 6th year), or who don't particpate on this and other woodworking forums. I have on the ww forums, long before I became a  dealer, so I always felt at home on them. So, yes I think I do a good job, make errors, but try to correct them, but I sometimes think I am "over-represented" on the forums.
  Bob

A couple of months ago I placed an order from Bob (do we need a last name, kind of like celebs who just go by one name   ) the next day our company had some layoffs.  That made me "nervous" and I contacted Bob to cancel my order if it hadn't shipped.  He was quick to reply that it had shipped and offered to help me arrange to return it and even offered to delay charging my credit card for a few weeks.  I didn't take him up on that offer, I felt I placed the order, he should receive credit for the sale.  I realize some bigger companies have policies that would prevent them from making the same type of offer but even if they could how many do you think would?  It wouldn't be many if any at all.

My experience with McFeelys has always been positive too.

Bob my reason for starting this was out of frustration. As a customer I should expect a dealer to know his/her products. I have walked in to both Tucson dealers and in one they pull out the book ( I can go online and read the same book) the other has given me wrong info about the Festool products. I understand your concerns about other dealers, maybe they should step up and learn about their product line. Everyone makes mistakes, I do all the time. Being in business I believe you must take care of your customers, know your product, and if you don't know something just admit it. My last dealings with Woodcraft (bought my Domino) they told me it came with a 6mm cutter, sold me a case of 6mm domino's. Of course the next day I had to make the 75 mile drive one way to buy 6mm cutting head. I wasn't very pleased, they did give me a bag of 5mm domino's for my trouble. That doesn't quite make up for the $20 in fuel, 3 hours of my time, and the $40 lunch I bought my wife. Actually the lunch was great that was a good thing happening out of a bad situation. Sorry if you feel "over represented" its tough being a superstar...I've only heard one bad comment about you (you talk to fast) I think we can all live with that.
I wish the other dealers would take the time that you and Ron from McFeely's do to interact with their tools and customers.

Hey Bru

I have never bought anything Festool related from Woodcraft but would think some employees probably haven't used the tools day in and day out like some of the other dealers.

I know Festool USA has gone away from ISA's or so I was told. The good thing about ISA's is they know the product line and use it day in and day out. They know which products are worth owning with your MFT... and which accessories you should buy with your router.

For me I have used Timmy C from Festool Junkie  Bob Marino and although I haven't used Bill at Festool Supply in Seattle yet I have no doubt he knows the product line and would push you in the right direction or at least offer you an honest opinion.

I am sure their are many other very informative dealers out there but I like dealing with the small shop ISA type guys who use the tools day in and day out

Good Luck
Dan Clermont

Bru,

I've bought a fair amount from Timmy C and couldn't be happier with his service. I've talked with him late at night and on Sunday on more than one occasion.

He has been extremely helpful in guiding my purchases, trying to save me money and his work ethic & service is incredible.

I drove about 90 miles to look at the Festool equipment at Woodcraft and no one there knew as much about it as I did (this was before I made a single Festool purchase) they blew it big time as I have since spent at least 7k on Festool Tools and supplies.

With the exception of a Toolie  and a couple of sortainer/screw assortments from McFeeleys Timmy C. got every dime.

Scott W.

And there is always Festool-USA - can't go wrong there.
 
[/quote]

 Well, pretty soon that will change. Customers will by directly from dealers only, not Festool USA.

  Bob

Thanks for that information Bob.  I learn something new every day!

Flyfisher,
Welcome to the FOG, you make an excellent point. I hope someday Festool will alow ISA partners to distribute here in Canada. Festool in Canada is  organized in a way that a store like Woodcraft has the only right to sell the Festool brand...I don't want to give them my money
If I was a ISA and worked as hard as Bill Niedermeyer (Festool supply) I would wave my arms in defeat if large chain stores started selling the same product, especially when they appear to have little to no interest in what the tool can do for me.

Mirko

I'm uncomfortable mentioning dealers I don't think are good enough, and Bob doesn't need any more praise  .

I was amazed when Festool signed up Woodcraft and Rockler.  I buy from both and like them, but I didn't and don't see how their business models are compatible with Festool.

In North America Festool products are unusual and require real selling knowledge to be presented effectively.  Festool is a real opportunity for the dedicated one-man show.  For a larger (but single location) operation, one or several Festool specialists can be trained and the result can be satisfactory.

I don't see how a large chain can fit the requirement for in-depth product knowledge into their business model, which necessarily looks more like Radio Shack's than Tiffany's.  Chains simply don't put the money into training, in part because they have (and expect) significant employee turnover.

My impression is that the large chains also expect and depend on a high percentage of their employees being older and part-time.  It's how they get guys that know something about woodworking.  Some of them know a great deal, but what they know is unlikely to include Festool.  And a part-time employee is unlikely to be extensively trained.

A chain of franchises is even worse, since the franchisor must convince the owners of individual stores to commit to significant and unexpected investment in both training and inventory for these unusual products.


One of the symptoms of inadequate selling is the question we get on FOG, all too often, about the funny noise a free-running TS55 or TS75 makes.  This seems like something that should be explained to the buyer when they get the saw--I certainly would.  Imagine how many TS55s would be returned if the big orange box sold them...


I agree with Mirko--the Canadians would be better off with ISAs.  And so would Festool.

Festool dealers I've liked:  Bob, Austin Hardwoods (Santa Ana, CA), Eagle Tools (Los Angeles), Japan Woodworker (Alameda, CA).  Haven't bought anything Festool from McFeely's, but they've been good for other products.

Ned

My very first introduction (hands on) to Festo (as it was known then) was at my local WoodCraft store in Norwalk, CT.  The owner there was very knowledgeable about the entire line and was more than helpful. I have bought many tools and consumables from his store simply because he wants to be helpful and is willing to go the extra yard to be sure of satisfaction, not only for his customer, but his own. Apparently, he is the exception when it comes to the larger chains who are now selling Festool toys.  I have no complaints there. 

I later, somewhere along the line, ran into Bob Marino.  I have bought many tools from him since. What Bob has especially to offer is enthusiasm. (That's why he talks so fast )  I don't say he is after my money, but he has that quality that lets you know he is both knowledgeable and enthusistic in the sale of his product.  He wants his customer to be satisfied, and after talking with him that very first time no more than five minutes, he conveyed the confidence that let me know he was going to be very successful with his chosen product. He has not lost that enthusism in the last 4 or 5 years that I have known him.

Those are the type people I enjoy doing business with.  I don't shop for the cheapest price.  If I need a tool, and they have it, I get it from either man.  There are the tools that i can get only from places like LeeValley and, or, Hartsville, but I always check first with Bob or John.  I have not looked for best price, but best service and enthusiasm for what they are doing. That, you will not find in the big stores.

Tinker

Why would Festool place their products in the hands of retailers?  I'm confident one answer is added exposure.  In addition, perhaps the fact that Rockler and Woodcraft have catalogs that are distributed to a large audience has something to do with the Festool affiliation?

Would we expect the sales staff at Rockler or Woodcraft to be any better at what they do than the folks selling tools at Home Depot, Lowe's or Sears?  I think not, and am not surprised at the reaction of many folks about the lack of Festool product knowledge and expertise at the retail stores.

I'll stick with the good guys that know the products and provide excellent customer service.

Thanks for reminding me about Eagle Tools, John.  I'll second that opinion.  Not their fault they're too far away from me to be practical.

Ned

I live in Ohio and have bought from Bob M. and Hartville Tool (one of the first stocking dealers), and plan to continue to do business with them, although I buy other tools and some supplies from Rockler's and Woodcraft.   My local (Cleveland, OH) Rockler's staff overall are very knowledgeable and helpful, but not so regarding their nice Festool display!  I'm considering another sander, and wanted to compare and play with 3 different models, which they had on display but securely locked with a steel cable.  They did not offer to unbind one for me, let alone let me try it.  The best they could do is look in the catalogue, and invite me to come back in a couple of week during a weekday when a Festool factory representative was scheduled to be there.  (I'm not retired, and its a 70 mile round trip.)  Through FOG I learned of another small forum focused on Inca tools and that Eagle Tools might have the parts I needed for my vintage ?1983? jointer/planer.   That FOG member was correct and Raul of Eagle Tools helped me get the correct parts.  I am very thankful to them.

Dave R.

 Brice,

 I am guessing, but I would bet that as Festool grows, the demand will remain high enough for all the big retailers to keep the line on board. IMHO, what would probably push many dealers out (anyone selling Festool is now referred to as a dealer, there is no such thing as an "ISA" anymoe) particularly the smaller dealers, is if an operation such as Amazon started selling the tools.

Bob