Anyone considering ditching Festool tools?

[Louis@Godfreysjoinery]

Hi,
It’s been really interesting reading through the responses so far, some of you have had no problems, some of you a few problems and some like myself are fed up with the system and particular tools.
I’ve made a complaint to head office regarding the quality of certain tools I own and the poor customer service, I am now waiting for a response regarding this.
Despite contacting the head office 3 times to confirm details for collection it was still a messup.
For the premium price I’m paying I demand a level of service and quality, it’s clear to me it’s non existent.
I have sold the Kapex at a loss as it’s not fit for purpose and replaced it with a dewalt.
The bottom line is these tools should not be breaking so easily.
I have a Milwaukee drill set that’s 12 years old, still going strong and not once had a service or a breakdown. The pdc 18v lasted 6 months before the motor and gears were changed.
Anyhow that’s my bit for now.
Louis

 

[peter halle]

[member=65505]Louis@Godfreysjoinery[/member] ,

I have read tons of customer service related posts here and I truly offer that yours is a mind-boggling one.  You have had several tool issues and then in the getting-the-tool-to-the-repair-facility-or-back-into-your-hands procedure you have had so many issues.  That is so totally wacky to me, a guy who lives 10+hours from a repair facility.

I originally thought that the whole carrier-pick-up-the-tool-and-deliver-service was so cool in the UK and other places but after reading your post I think that whole system is broken.

Obviously I don't have all the information nor do I have the perfect answer.

Peter

 

[butzla]

I wouldn't dream of ditching my Festools.  I must be living in the Bizarro world because I've had nothing but good luck with them.  Only problem I've had was a faulty switch in my CT33 dust extractor that I bought used in 2008.  To this day it is still going strong and sees daily use in my shop. 
Not to mention, what brought me to Festool was the dust collection.  I was ready to quit woodworking altogether because of the sinus problems I had.  Then I discovered their sanders.  Festool has kept me in the game and I am grateful.

 

[Phil Beckley]

[member=65505]Louis@Godfreysjoinery[/member] ,

I have read tons of customer service related posts here and I truly offer that yours is a mind-boggling one.  You have had several tool issues and then in the getting-the-tool-to-the-repair-facility-or-back-into-your-hands procedure you have had so many issues.  That is so totally wacky to me, a guy who lives 10+hours from a repair facility.

I originally thought that the whole carrier-pick-up-the-tool-and-deliver-service was so cool in the UK and other places but after reading your post I think that whole system is broken.

Obviously I don't have all the information nor do I have the perfect answer.

Peter

....just to make it clear - the system in the UK is not broken.
Phil

 

[antss]

Phil, can you say where the disconnect lies ?

Is it at the local dealer level or the shipper ?  Or just one of those oddities that happens because of post code system? User error ?

Seems like this is the 2nd case of someone posting here recently that they've had trouble getting the UK system to work as intended.

 

[peter halle]

[member=65505]Louis@Godfreysjoinery[/member] ,

I have read tons of customer service related posts here and I truly offer that yours is a mind-boggling one.  You have had several tool issues and then in the getting-the-tool-to-the-repair-facility-or-back-into-your-hands procedure you have had so many issues.  That is so totally wacky to me, a guy who lives 10+hours from a repair facility.

I originally thought that the whole carrier-pick-up-the-tool-and-deliver-service was so cool in the UK and other places but after reading your post I think that whole system is broken.

Obviously I don't have all the information nor do I have the perfect answer.

Peter

....just to make it clear - the system in the UK is not broken.
Phil

Phil,

When I said broken it was about couriers who are not doing what they should be doing.  No different than when my mail service should be delivering to me in the normal timeframe and then it doesn't.

Peter

 

[yetihunter]

I threw my anemically thin diametered sleeved hose into the bin.
Does that count?  [big grin]

 

[Stephen B]

Of all the comments here that made me sit up and take notice it was that of [member=5277]Alex[/member] who has been such a strong Festool advocate here on the FOG for  many years.

In many ways he has also summed up the experience of so many here in Australia. Ref the Thread 'One for the Aussies'.

The issues of tool pick up in the UK and US certainly make me smile. I am sure many down here even cringe. The reason is that our 'Service All Inclusive' only offers repairs via dealer pick up. Imagine how that works for many working in remote and not so remote areas of Australia. My Premium Dealer is around 1hr 40 - 50 mins away.

I too have now probably purchased my last Festool. Not out of any great dissatisfaction with the tools themselves, rather I have reached a time when those I have should see out my productive life. Sure some may need replacement, but I can not think of any additional item within the current Festool range that I now need.

Still -  [big grin]

 

[ChuckS]

Snipe.
Perhaps festool should introduce a policy to replace any tool that doesn't get repaired within 10 days, or supply a replacement which is preferable. That would kill 90% of these rant threads.

This "crazy" idea may sound crazy but it could be the last thing Festool needs to earn back the trust of those who have had really bad encounters with its service.

When drastic measures like that are planned for, given the necessary resources and implemented, they send two messages, one externally and one internally. To outsiders, it means a determination on the part of the company to change things. Internally, the employees see an effort from the top to change the service culture and listen.

Such idea of giving a new tool to a customer after certain # days of a tool remaining unattended to is very powerful because it is costly if the new pledge is not met. Management will see the delinquency where it hurts.

Some companies make pledges about their service time, etc. I remember seeing a pledge at an airport where one airline (Alaska?) boasted that if you don't have your baggage ready after  x minutes of your deboarding, you will get your a discount coupon for your next flight or something like that.

It is a pity that Festool seems to be sitting on its hand and letting its service reputation damage or harm its manufacturing reputation as well as its overall company reputation. It should apply a bit of its innovation brilliance (the domino joiner, e.g.) to the work of revamping its service management. This must be an executive top-down initiative -- to be successful.

 

[aloysius]

I've ditched a few lines along the way.  After "wasting" a cool grand or so on their cordless drills I decided that there's no sense in throwing additional good money after bad.  That was admittedly many years ago, but there's just so much better value elsewhere in my opinion.

Likewise, I gave up on their saws a decade ago with 3 successive "strikeouts" in the Trion, Kapex & the abominable rail jointing system of the TS55.

My SR5E extractor, 2 Duplex, Deltex & RO90DX sanders were nicked last year & won't be replaced either.  The RS1C sander will, however, as it's an excellent, powerful but crude workhorse that nobody else makes:  most half sheet sanders these days have

 

[HarveyWildes]

I'm keeping the ones I've got for now, and I even have one more on the wish list.  The number one reason is that I work in an enclosed shop and no other tools I've used handle dust as well as Festool (sanders, routers, saws).  The number two reason is that nothing else does what a Domino does quite as well or quickly.  The number three reason is the versatility of the MFT clamping system.  On that score the Parf Guide system (which I have used very successfully) and other similar jigs mean that Festool and CNC machines no longer have a corner on MFT style tops.  A lot of people are selling a nice variety of 20mm accessories now, so Festool doesn't own that market either.

I ditched a Festool 18V drill because I couldn't see what the value proposition was.  After I bought it, I kept reaching for my Milwaukee M12 for most shop chores, or my 20V DeWalt if I needed big boy power.  I'll probably never get a Festool jigsaw because I hardly use the ones I've got now.  A Kapex is out because it seems to be the poster boy for reliability problems -and- I've already got a Bosch in a dust collection hood that is well tuned.

That said, I am concerned about reliability over time.  My first Festool was a Domino 2.5 years ago, and I've already sent it and a cordless drill in for service.  That's a higher rate of failure than other brands I own, but the service experience in both cases was professional.  However, I'm starting to reach the end of warranty on my earliest purchases, and if my Festool tools continue to fail at more or less the same rate, I'm sure I'll start to buy alternatives.  For now I'm keeping what I've got.

So my suggestion is to be deliberate about what Festool tools you buy.  You're paying more for them, but there is more to value than just price and reliability.  Understand what they offer you, and balance that value against what you will pay for them.  I get a lot of information from other FOG users (thanks to all!) that goes into my decision making, but at the end of the day, I need to make the decisions based on what makes sense for my checkbook, shop, and patterns of work.

 

[Cochese]

Ditch? No. I like what I have. But I'm not really interested in much else, which is the bigger problem. Festool not only needs to expand the userbase, but keep the core buyers engaged as well.

I mean, a Rotex and the bigger Domino, and that might be all I ever do.

 

[Tyler Ernsberger]

The only tool I’ve thought about replacing is the TS55 and buy the Mafell.  Having the bigger motor of the Mafell is a big plus for me. 

 

[Cheese]

I have a lot of Festools...9 sanders, 3 routers, 3 track saws, 2 Dominos and the list goes on. At this stage I think only the Kapex, HKC, TSC 55 and OF 1400 have any of their original 3 year warranty left.

Over the years the only Festool problem I've encountered was one of the LED's in the SysLite Uni burned out. I filled out an on-line form and received a free shipping label within 15 minutes. I walked the package down to UPS the same day and 5 days later I received my repaired SysLite. You can't fault service like that. [cool]

I have replaced the Trion and the Carvex with a P1 cc and am contemplating replacing the TS 55 with a MT 55. Other than that...no, I'm not ditching Festool.  [big grin]

 

[sheperd80]

I have at CT Midi, DF500, OF1010, ETS-EC 150/5, Pro 5, RO90, and TS55.
I love em all and dont see ever ditching the system. This set works very well for me. Might add a DF700 and another sander or router but thats it. The rest... kapex, carvex, vecturo, the drills, the mft, lr32 system... No thanks festool lol. Nice try though.

Sent from my SAMSUNG-SM-G890A using Tapatalk

 

[grbmds]

I own a number of Festool tools and use them as needed. Right now I don't need any tools period (sad) but can't see any reason why I would sell any of them at this point much "ditch" Festool. They are all great tools.

 

[six-point socket II]

Hi,

Given the journey you've been through I understand how you feel, I have been there with other brands/services at some point you need to vent and then ditch it eventually to keep sanity.

That said, Festool has been quite the exact opposite experience for me in all regards, so I have zero reasons/plans to ditch any of my Festool tools. All of my Festool tools work like a charm and meet or exceed my expectations. I love working with them.

Kind regards,
Oliver

 

 

[McNally Family]

Ditch Festool tools?  No way!

My wife would like me to ditch my Mafell habit, strictly due to purchase cost.  All she can see is the bottom line, and does not have an appreciation for the finer aspects of the tools.  Her eyes just cross when you try and describe the unique features of the Mafell tools, so if anything, my Mafell purchases make it easier for me to purchase more Festool tools. 

 

[Holmz]

Ditch Festool tools?  No way!

My wife would like me to ditch my Mafell habit, strictly due to purchase cost.  All she can see is the bottom line, and does not have an appreciation for the finer aspects of the tools.  Her eyes just cross when you try and describe the unique features of the Mafell tools, so if anything, my Mafell purchases make it easier for me to purchase more Festool tools.

Mine said (a while back)... don't spend any more on those Festools...
So I got a Lamello Zeta and a Mirka.

Their perspective on the value of tools seems to change if they get some pieces made from them... (just say'in)
On the horizon is the bathroom cabinet and some armoir units for the guest room. Which coincidentally translated into "the need" for a puck light jig.

 

[Arvid]

I'm slowly ditching them. have two kapexes left and a drill. after those go no more. none of them were worth it. they didn't last any longer then any other tool out there for half sometimes a quarter the price.