Author Topic: Festool is still a great company  (Read 914 times)

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Offline DynaGlide

  • Posts: 80
Festool is still a great company
« on: January 01, 2018, 07:18 AM »
With all the negative posts and general negativity I've seen from certain members since joining last summer I thought I'd share my recent customer service experience. I bought a reconditioned RO 125 in December and was promptly shipped out a clean but 12 year old model. I contacted Tyler who put me in touch with the recon person who agreed to exchange it for a more recent model.

That didn't go too well and after a week of phone calls I found out they didn't have another to send me. This time I spoke to Melinda who answers the phone when you call in and dial zero. After explaining how frustrated I was that the tool was shipped back and I didn't know what to do since I was told I couldn't have a refund and there wasn't a replacement to send out, she put me on hold and spoke with a supervisor. After coming back she stated that since they couldn't replace the tool, they're sending me a new model. It shipped out that day and is arriving this week. They caught me completely off guard with this and I thanked her as best I could. I can't say any other tool company I've dealt with would have done this.

So thank you Melinda and thank you Festool for excellent customer service.

Offline McNally Family

  • Posts: 516
  • Festool Atomic Phaser Particle Blaster (APPB Set)
Re: Festool is still a great company
« Reply #1 on: January 01, 2018, 08:02 AM »


What he said.....
GREEN: In order of purchase = | CT26 w/Installer Cleaning Set | C18 5.2 Set w/Centrotec Installer's Set | RS 2 E | Hose w/ Sleeve 3.5m | 115mm X 226mm Hand Sanding Block | 80mm X 133mm Hand Sanding Block | HSK D21.5 5m hose | CT Boom Arm Bundle Set |  Won the CXS Li 2.6 90 Limited Edition on 06/20/2016 | Metric Parallel Guide Set | 1080 Plate for custom MFT | OF 1400 EQ Router (metric) w/accessories | FS1400/2-LR 32 Guide Rail (x1) |  SYS-Rock BR10 | Cordless Sanders RTSC 400 Set, DTSC 400 Basic, ETSC 125 Basic  | Linear Sander LS 130 | Next  Purchase: TBD

RED: // Mafell P1cc  //  MT55cc  // Next purchase: TBD

Offline Sparktrician

  • Posts: 3397
Re: Festool is still a great company
« Reply #2 on: January 01, 2018, 08:59 AM »
A really big GOLD STAR for Melinda's forehead for excellent customer service.   [thumbs up]
- Willy -

 "Remember, a chip on the shoulder is a sure sign of wood higher up." - Brigham Young

Offline Cheese

  • Posts: 3858
Re: Festool is still a great company
« Reply #3 on: January 01, 2018, 11:01 AM »
                                                                   Sweet...

I've always had great customer service when I've called in or when I've sent a tool in!!!

Offline petersd

  • Posts: 34
Re: Festool is still a great company
« Reply #4 on: January 01, 2018, 11:27 AM »
Great to hear. I always like hearing the good stories about a company. Congrats on the new sander.

Offline jobsworth

  • Posts: 4637
  • Burger Babe Says: I Even Buy Green Bananas
Re: Festool is still a great company
« Reply #5 on: January 01, 2018, 05:23 PM »
Ive always had great festool service in 2 continents and 2 countries.

So its consistently good service internationally
Loving the Calif sun....

Offline sigmatango

  • Posts: 81
  • Challenge Accepted
Re: Festool is still a great company
« Reply #6 on: January 01, 2018, 08:54 PM »
I have had amazing support and service from Festool. They replaced the bearings in my OF1400 when they burned out. I had issues with sending out the package, but a simple phone call fixed the issue. When I've called in regards to confusion about abrasives they were more than helpful. I am willing to pay more for these tools because of this. I have had Dewalt, Makita, Milwaukee, Rigid and Ryobi tools, and none of them come with support and service that is this easy. I do not have time to chase after warranty and service, so Festool, while higher in price, is absolutely worth it.

On the other hand, I understand that the price may not be in the range that is appropriate for a weekend warrior or hobbyist, so I respect and understand when people complain about the price.

At the same time, Festool has saved me a crapton of money in terms of saved time, energy and effort...
TS55REQ - OF1400 - RO150 - CXS - T18+3 - CT26E - BR10 - KAL - MFT3 - SYS2(x1) - SYS-StorageBox - SYS-Toolbox2 -Dewalt DWS709 - Ryobi  P854 - Milwaukee 5616-20 - Kreg PRS2100 - Fuji Semi-Pro 2

Offline Festool USA

  • Festool USA Employee
    FOG Administrator
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  • Posts: 8323
    • Festool USA
Re: Festool is still a great company
« Reply #7 on: January 02, 2018, 09:50 AM »
Thank you for sharing, @DynaGlide! I've sent this to Melinda and her bosses so that she gets the credit that she deserves!

We have a whole team of folks — from the entire Inside Sales team to Kiana (Recon) to Erick (Applications) to Minnie (training and more) and many others — and who are work hard every single day to make sure that you're taken care of. It's a privilege to work alongside them.

(Tyler)