Author Topic: There were problems & then they were gone - great service is kind of like Magic!  (Read 1095 times)

0 Members and 1 Guest are viewing this topic.

Offline Mark Johnson

  • Posts: 40
Hi,

When there are problems with products and Service we are quick to complain and rightly so! However, when things go well it's also good to acknowledge that as well.

I just invested a significant portion of my hard earned cash in a whole range of Festool gear. It became clear that I have drunk deep from the Festool Koolaid bottle when it all arrived and filled my lounge...

However, this is not about that, rather it's about the excellent service I have received from both Festool UK and N&B in the UK. To be clear, I'm not associated or affiliated with either, in any way.

First N&B. After much research, I ended up ordering all my gear from them. I found their website, whilst not perfect one of the easier ones to navigate and find the items I needed with prices that were competitive. The website also has a useful and responsive way to chat with technical people if you had a question on the gear you are browsing, which proved very useful on a number of occasions. They had nealry every item I required in stock available for immediate delivery, which was not the case for a number of other well known UK Festool dealers (one had less than 50% of the items in stock and were quoting typically upto 3 weeks for delivery.  After ordering, everything turned up on the day specified, in good condition and well packaged. However, I did have one item that was faulty (a CXS drill) and they arranged to drop off a new one and pick up the faulty old one without any quibbles. All told a very positive experience.

Next Festool UK. Having got my gear, I started setting it all up and calibrating it. For some of this I used official Festool USA setup guidance that is available on the web. In doing so I discovered an error in this guidance, but only after I had compromised the item I was calibrating. I emailed Festool UK explaining what had happened and why the guidance was wrong. Within 24 hours they acknowledged the issue, agreed with my assessment and offered to replace the item free of charge. They also said they would look into fixing the guidance problem I had highlighted.

Happy Festool owner!

Offline bobfog

  • Posts: 838
Can't say having a replacement for a faulty tool that slipped through QC or damage due to negligence in releasing erroneous information into the public domain would get my motor running enough to publicly praise the rectification. But each to their own.

What was the erroneous information/tool it related to?

Offline Mark Johnson

  • Posts: 40
In the conext of the drill I was acknowledging N&B's service not Festools.  Anyway, no matter how good the company, problems will occur and QC will fail.  It's how a company deals with those challenges that often makes the difference in my experience. YMMV.

Offline bobfog

  • Posts: 838
And the erroneous guidance?

Offline McNally Family

  • Posts: 614
  • Festool Atomic Phaser Particle Blaster (APPB Set)
In the conext of the drill I was acknowledging N&B's service not Festools.  Anyway, no matter how good the company, problems will occur and QC will fail.  It's how a company deals with those challenges that often makes the difference in my experience. YMMV.

I agree......Well said.
GREEN: In order of purchase = | CT26  |  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 | 1080 Plate for custom MFT | OF 1400 EQ Router (metric) w/accessories | SYS-Rock BR10 | Cordless Sander RTSC 400 Set |  Cordless Delta Sander DTSC 400 Basic | Linear Sander LS 130 | PDC 18/4 set | CXS  2.6Ah Set | Installer Cleaning Set (2018 version) |  New style Festool hose D 27/32 x 3,5m AS/CT | Replacement Hose Garage | Remote control CT-F I/M-Set | MFH1000 work stool | Next purchase: TBD

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

Offline dalep

  • Posts: 132
I have bought All bar about 4 of my tools from N&B and simply cannot question their commitment and service.

I ended up at N&B for exactly the same reason, I bought pretty much the entire Festool range and apart from the Stand to hold the CMS modules, and the long MFT profiles, each time I placed an order they had everything in stock.

I chose to collect as it was 4 car loads and wanted an excuse to skive off work lol, they are a great bunch and very helpful.

I would not hesitate to recommend them.

I also fell short because of some duff information on the Festool website. There was an item missed from a list of required parts needed to joint worktops, this meant on the first day at a customers site, i wasn't able to use the router as the collet was the wrong size.

One phone call to Festool UK and the issue was resolved and a collet was sent free of charge.

I know we all experience different things, but I do feel that the level of service provided by Festool UK (thumbs up to Phil as well !) and N&B has been very very good as far as I am concerned.

As said previous, things go wrong, its how these things are dealt with that sets one company aside from another.

Dale

Offline Mark Johnson

  • Posts: 40
What was the erroneous information/tool it related to?

It was one of Festool USA Guidance and Setup YouTube Videos relating to the MFT/3 Setup.

Offline Jak147

  • Posts: 113
This is the first time I have logged in for a while and have done so for the exact same reason as the OP.

I have just received back two items from festool service both of which were repaired FOC for what was definately user error in one instance if not both.
I can't praise enough the systems they have in place enough,
1 short phone call, fill in and return a PDF form and a courier turns up the next day. Tools returned 3 days later.
job done and complete faith in the brand restored after my confidence took a knock in how long I could expect these tools to last in a workplace environment

A big thanks to Everyone at festool service center UK x x

Offline Phil Beckley

  • Festool Employee
  • *
  • Posts: 1479
  • Ask the question, and get the discussion going...
    • youtube - Festool U.K
This is the first time I have logged in for a while and have done so for the exact same reason as the OP.

I have just received back two items from festool service both of which were repaired FOC for what was definately user error in one instance if not both.
I can't praise enough the systems they have in place enough,
1 short phone call, fill in and return a PDF form and a courier turns up the next day. Tools returned 3 days later.
job done and complete faith in the brand restored after my confidence took a knock in how long I could expect these tools to last in a workplace environment

A big thanks to Everyone at festool service center UK x x

Hi
 Thank you for the feedback and I have passed this over to the complete team in service.
rg
Phil
Festool U.K Employee | Festool UK Website