2 months for a replacement part...

[H12]

Hi all:

I'd understood FESTOOL Customer support to be nearly mythical in it's quality.  On 3 May I received an MFT3 with a bent rail making it so the guide rail assembly could not slide.  Unfortunately, having just gotten off the phone with McFeelys for the 3rd (4th time?), I understand the expected delivery date for my replacement rail to McFeely's to be on or about 27 June.

The point of this post is to provide a data point and inform others as to the current consumer situation.

VR.

H12

 

[tvgordon]

This is a problem with the American companies also.

I bought a Delta scrollsaw and, after using it twice, it wouldn't run and there were ball bearings all over the floor.  The nearest Delta repair shop said there were no repair parts in the US and would have to wait until the parts came from Taiwan before they could fix it.  I think it was in the shop about 3 months, then they didn't have it adjusted right so I had to take it back again.  While it was gone I bought a DeWalt.

Since the MFT/3 is a new tool, maybe most all the parts are going to build the tables rather than stocking replacement parts.

Tom.

 

[NWW_08]

This is very easy.  If I understand correctly you received it damaged when bought new. Why don't you simply ask for a new MFT and send the damaged one back?

 

[Brad Evans]

This is very easy.  If I understand correctly you received it damaged when bought new. Why don't you simply ask for a new MFT and send the damaged one back?

Indeed.  30 day total satisfaction guarantee and all that. You shouldn't be expected to repair damaged goods on receipt.

 

[H12]

McFeely's called me today to say the Estimated Delivery Date is now....  18 July.  (I think there was a "maybe" in there too.)

In truth I should have perhaps sent it back, but now the shipping materials are long since gone.  I'm also up to my ears in work and infants so the most I've been able to do in the shop since May is cut 2 pieces of wood off a plank for my father so he could use them to mount flag pole holders on stucco.  Still...

Enjoy your day - time for me to quit shamming at work and finish work so I can go home.

//s//

H12

 

[Ron Pegram]

The situation is news to me BUT I'd like to do the following.

Would you email me here on at my work address listed below. I agree with you. You shouldn't have to wait. All I'll need are some order details (name and what have you).

With a few phone calls, I can have a table heading to you on tomorrow. I'm happy to do it as well. What you're experiencing isn't what I expect people to experience when they buy Festool from us. Trust me, I'm not satisfied with what you're hearing or what we're telling you.

It sounds like you may have been dealing with our logistics folks and while they're good people and they mean well, I also think they're asking you to wait far too long for something.

 

[dirtydeeds]

H12

believe me the dealers in the usa and festool usa are second to none on the planet

you will not get better service, i know from my experience on the other side of the "pond"

 

[H12]

Thanks Ron - I've sent you a reply to your private message.  Caring customer service is something I don't mind paying for.  I have every faith the matter will be made right. 

For FOG readers, my intent wasn't to come online and demand attention through this forum (I pursue my business matters privately), but to "provide a data point" to our community that was outside the stereotype. 

Thanks.

//s//

H12.

 

[tvgordon]

I just have to say that I think it was great of Ron to chime in and make things right! 

I've ordered from McFeely's several times and wouldn't hesitate to recommend them.

Tom.