Anyone considering ditching Festool tools?

[ChuckS]

I like that my collection increases in value every year.

Festool ABSOLUTELY needs to maintain perfect customer service and deal with any "tool issues" impeccably.

Me, too. That was why I got a bit disappointed when they did not jack up the price for the Kapex this year!

The resale value of a pricey item is always part, though not a very big one, of my purchase consideration, because it somehow reflects the value of the item. When I buy a new car, I like to know how the resale market looks at the different offers, not necessarily that I plan to resell my car any time soon. 

 

[Paddyfin1]

I won’t ditch my Festool gear, but I am looking at other manufacturers for future tools as I feel that Festool have become lazy in its R&D compared to the likes of metabo that seem to be gunning for everyone with some great products and an R&D department that is actually listening to its customers

 

[Ajax Carpenter Carl]

Sorry to hear about your issues. I sent my Rotex 125 in last week as the variable speed stopped working. The sander is not frequently used. I was informed I also needed bearings and everything was going to be $368.00 Canadian dollars plus tax. The conversation I had with my Festool dealer is too long to go into, but they will not repair the variable speed unless they repair everything. I am not at all happy about this. I have spent thousands of dollars on Festool and use it for work.
I could see if the sander had heavy use but it does not. They did get the repair price down to $308.00 plus tax but I am still not impressed with a high end tool failing after such light use.
I have Makita tools that take daily heavy use and never had an issue.

Carl

 

[ChuckS]

So the repair cost would be about 50% of your purchase cost.

I would not spend that kind of money (in terms of %) on repairs. One of my SUVs (year 2003) still has about a market value of $7000Cdn left. I recently spent $550 Cdn (after a COSTCO cash rebate) on a new set of tires that are expected to outlast its remaining life of another 5 to 8 years. Would I spend $3,500 on it to fix any unexpected single repair? Fat chance. I would use that money towards a new SUV. Often, new SUV discounts of $2,000 to $3,000 are offered in promotions and that means I could save five to six thousand dollars in a new purchase.

 

[Mario Turcot]

So the repair cost would be about 50% of your purchase cost.

I would not spend that kind of money (in terms of %) on repairs. One of my SUVs (year 2003) still has about a market value of $7000Cdn left. I recently spent $550 Cdn (after a COSTCO cash rebate) on a new set of tires that are expected to outlast its remaining life of another 5 to 8 years. Would I spend $3,500 on it to fix any unexpected single repair? Fat chance. I would use that money towards a new SUV. Often, new SUV discounts of $2,000 to $3,000 are offered in promotions and that means I could save five to six thousand dollars in a new purchase.

That, and especially if you don't use the sander that often. Don't even replace it and save the money on a nice diner with the lady  [big grin]

 

[NYC]

Hi, I'm new to the forum & hope this is the correct section to post. Our shop has an older CT-Mini. Many have noted in the forum the tendency of the hose garage to shatter. Ours did when a screwdriver fell on it. Dozens of tiny bits.
As folks have also noted here, it took quite a while for Festool to concur that the hose garage was made out of lousy plastic. BUT, they did not issue a RECALL. A recall would have been the standup way to address a product design mistake.
Before ordering the replacement part (499748 $86), I called Festool customer service to confirm that the install of the replacement part did not require any re-wiring by the consumer.
I was told, no prob, it's an easy screw off/on task. I had seen a post here saying the opposite & clearly the power cord came out of a hole in the upper casing being replaced.(?)
The Fest rep checked with tech people and came back with 'I stand corrected! Yes, there is re-wiring involved.' I asked if they had a diagram/instructions for the replacement. There was a long pause- while they lawyered up I think.
        Festool Customer Service changed from a friendly chat to the usual corporate brushoff.
The eventual email reply is too long to post (AND all their emails claim that it is not legal to re-post anything they say!), but basically Festool said they don't have instructions for the swap. When I responded 'Wha?'
The next email said, along with other dodges, Festool was not willing to join in someone's self-repair. Send it in for the replacement and 'professional' install.
So, with shipping, the new part, and official Festool repair, the bill would likely be more than 50% of the original purchase of the vac.
Does anyone have advice on how to install the replacement & re-wire? I promise not to hold you liable!

1.Festool designs a faulty part out of lousy plastic. 2.They ignore customers' complaints. 3.They finally make a replacement part that only their 'experts can install.
Yikes. I like their tools, but it's likely that their execs are too flaky to see that a recall was the right way to go. That's why execs are paid the big bucks, right? To throw more money into lawyers and exec salaries and leave the customer service folks holding the bag.

If anyone is still out there after this tirade, any instructions? Should I just build a wooden hose garage- anyone done that or some other work around?
THANKS!

 

[krudawg]

I have "economically ditched" Festool as I am retired now and can't afford the price of admission.  The Festools I have I am completely satisfied with and wish I could fill my garage/shop with more but alas, I must look at other tool lines like recently I bought a Bosch Palm Trim Router which I bought after the Trim Router from Harbor Freight was such a flimsy tool.  Unless I hit the lottery, Bosch and DeWalt will be the lines I will look at and buy.  Festool will remain on my dream list though

 

[threesixright]

Why would you ditch all off it, if you already invested it? Thats loose - loose IMO. Just buy the new tools from another brand once you need them (or if repair turns out to expensive).

I do find it strange that there are so many problems with just single buyer. To state its all bad luck I would find a bit hard to swallow. Is there any change there is some issue with 110/220 voltage? Any refurbished tools?

// Off topic

It's also weird is that FOG is US oriented (even more since it German made) [blink], there is nothing in EU for this, so we come here. Why FT(HQ), why oh why??

I think FTHQ should claim a central website/forum for all owners and have it decently segmented into 110v and 220v. I'm getting the feeling some of the electrical problems are due to the fact tools are not designed for the 110 market (now it could also because 80% here is US based...  [huh])?

Maybe other tool companies also have similar problems, but due their price point there is less fuzz about it?

I would be very curious to see repair statistics based on the power source (110/220/battery)

 

[AlexThePalex]

It's also weird is that FOG is US oriented (even more since it German made) [blink], there is nothing in EU for this, so we come here. Why FT(HQ), why oh why??

It is US orientated because a private person in the US took the initiative, and no one in the EU did. Simple as that.

To be honest, there is INCREDIBLY little initiative for anything in the EU. Just living the live as they were used too, not ever developping anything new.

 

[threesixright]

It's also weird is that FOG is US oriented (even more since it German made) [blink], there is nothing in EU for this, so we come here. Why FT(HQ), why oh why??

It is US orientated because a private person in the US took the initiative, and no one in the EU did. Simple as that.

Ah. I thought FOG was funded by FT US?

Great initiative, FT HQ should have given some support instead to leave it to the locals. Missed change (to interact with your customer base) if you ask me!

Sent from my X using Tapatalk

 

[AlexThePalex]

Great initiative, FT HQ should have given some support instead to leave it to the locals. Missed change (to interact with your customer base) if you ask me!

Support? ROFL, it went quite differently. I don't think the original FOG creator Matthew Schenker felt very supported.

As for interacting with their customers, there's hardly any company in the world that uses the internet the way it could be done. Despite all their marketing bla-bla-bla, there are very few companies who really want to go face to face with their customers.

 

[Cheese]

As for interacting with their customers, there's hardly any company in the world that uses the internet the way it could be done. Despite all their marketing bla-bla-bla, there are very few companies who really want to go face to face with their customers.

I concur, when Danny Mack was the local Festool rep, he'd set up a demonstration every 8-12 weeks at the local Woodcraft store. It was entirely ad hoc and oriented around solving customer issues and answering questions. NOTHING was off limits. It could last 3 hours or go until the store closed, it depended entirely upon the customers' needs that were present. He sold a lot of tools with that approach.  [big grin]

Same thing with the local Milwaukee rep. He reveled in interfacing with customers and answering their questions. Even loaning out his personal Milwaukee tools to help customers out of a jamb.

Sadly, at some level corporate communications then broke down and the customer's questions became... well... the customer's problems.

Festool updates are never announced and neither are the items that Festool obsoletes. The only thing that's ever heralded is the announcement of new tools which Festool corporate hopes will lead to new revenue streams. That's a pretty one-dimensional approach.

I've found that Richard Hummel from Woodpeckers and Richard Wedler from Micro Fence are the best at interfacing with customers to actively solve their problems and answer their questions. I've talked with both on numerous occasions, they're terrific.

So maybe being a Dick isn't so bad after all?

 

[semenza]

It's also weird is that FOG is US oriented (even more since it German made) [blink], there is nothing in EU for this, so we come here. Why FT(HQ), why oh why??

It is US orientated because a private person in the US took the initiative, and no one in the EU did. Simple as that.

Ah. I thought FOG was funded by FT US?

Great initiative, FT HQ should have given some support instead to leave it to the locals. Missed change (to interact with your customer base) if you ask me!

Sent from my X using Tapatalk

FOG is currently, and has been for many years, owned, funded, and supported by Festool USA. It had originally been started  and operated by an individual private person (Mathew Schenker).

Seth

 

[AlexThePalex]

FOG is currently, and has been for many years, owned, funded, and supported by Festool USA. It had originally been started  and operated by an individual private person (Mathew Schenker).

Too bad that since Shane Holland left the official Festool presence is zero point zero. You could see Shane absolutely loved being here and as such he was a great interactive force with Festool's customers, and that did a lot of good for the forum.

Tyler did some good things too, but you could see for him it was a just a job, and not that big a part of his job. Now that Tyler has also left there's nobody anymore.  Official Festool presence is totally gone now. That is sad.

 

[jeh]

but one should not forget that Festool sold their tools in the US for far less than their prices in the rest of the world for years, probably to gain market share.
The prices are becoming more in line, esp. taking into account the cost of the USD in relation to EUR.

Agree with you on the first part, but the USD/EUR exchange rate has decreased substantially over the past several years, which in theory should have benefited people paying in US dollars.

The problem with this logic is that if you lower the prices or stop the increases (which are part of their business model) what do you do when the euro returns to $1.20USD or $1.50USD. Would customers be willing to accept a 20% or more increase to cover the currency fluctuation? I doubt it.

 

[Mario Turcot]

[member=57948]ChuckM[/member]

Me, too. That was why I got a bit disappointed when they did not jack up the price for the Kapex this year!

You know what? the Kapex is in sale right now kapex  [eek]

I paid mine 2,000$ last year  [unsure]

 

[ChuckS]

25%off [scared]

Those of us who paid the regular price for the EBs should receive an extension of our warranty or a new motor if they broke down within the next three years for our loyalty (despite the smoking concerns)... eh? [tongue]

 

[RustE]

...
Official Festool presence is totally gone now.
...

That was kind of my thought with Tyler’s departure. At one point he mentioned the forum was a bit of a side task, not a regular item on anyone’s job description. Would be really nice to see a new employee or two from Festool chime in at some point.

 

[RJNeal]

Once again Alex you hit the nail on the head. And you worded it correctly.
Rick.

 

[Stone Message]

It will be interesting to see if Festool UK nominate a FOG person now that Phil Beckley has moved on. His contributions were always very helpful.

Peter