Bad Festool UK customer service (still).

[drax]

Just received my 1010 from repair after 4 weeks and several phone calls chasing it up. There was excessive play in small plunge column and was informed that it would be repaired asap and returned within the week. Second week was told its still in repairs dept and hasn't been seen! Third week after i called again new base ordered from Germany and will be sent back soon. Another week goes by without an update or call so phoned again to be told the engineer was on holiday!
Eventually upon receiving my much awaited router I find that the original base was still attached with the same excessive play in the bushing.
I am aware from the experience of other users that this problem is a common one with the OF1010 but when they recognise this they should rectify immediately upon a customers request especially in my case when stated they would.
I own six expensive festool power tools and two are complete lemons. The others fortunately live up to what the brand proclaims.
My work colleague has had poor customer service from festool UK in the past and trys to fix the few problems that occur himself as its just not worth the hassle. I know what he means. Do they want to loose customers because its a close call from me and I'm just wondering if Festool HQ know the situation here.

 

[Kev]

It'd sad that your first post on the FOG is a vent about Festool.

Regardless ... [welcome]

 

[drax]

Thank you and sorry. Another whinghing pom but with good reason I think. An exercise in doing without your router for a month is all that's been achieved. Learnt a lot from this forum and hope to contribute to it very soon. Had to get it off my chest tho and hope it achieves something because doing nothing ever does.

 

[Shane Holland]

[member=41214]Phil Beckley[/member] will come to the rescue to help you out, no doubt.

Welcome to the forum.

 

[Phil Beckley]

Just received my 1010 from repair after 4 weeks and several phone calls chasing it up. There was excessive play in small plunge column and was informed that it would be repaired asap and returned within the week. Second week was told its still in repairs dept and hasn't been seen! Third week after i called again new base ordered from Germany and will be sent back soon. Another week goes by without an update or call so phoned again to be told the engineer was on holiday!
Eventually upon receiving my much awaited router I find that the original base was still attached with the same excessive play in the bushing.
I am aware from the experience of other users that this problem is a common one with the OF1010 but when they recognise this they should rectify immediately upon a customers request especially in my case when stated they would.
I own six expensive festool power tools and two are complete lemons. The others fortunately live up to what the brand proclaims.
My work colleague has had poor customer service from festool UK in the past and trys to fix the few problems that occur himself as its just not worth the hassle. I know what he means. Do they want to loose customers because its a close call from me and I'm just wondering if Festool HQ know the situation here.

Hi
  Sorry to hear of your recent experience regarding the above. On Monday morning you will receive a call from our service team so we can resolve this as quickly as possible - in the mean time I have sent a P.M to you.
rg
Phil

 

[Doug S]

Welcome drax, are you actually from Drax, just down the road from me if so? Unfortunately we don't seem to get the same level of service here in the UK as they do in the USA.

Doug

 

[drax]

Hi Doug, the connection is related to Drax powerstation where my uncle worked from late seventies. Visited him few times when he lived in York and then he moved to Trawsfynydd until it closed. Would have been magnox otherwise!
Yes excuse my moan, thought it might be asking for trouble on a fan site as this but I have reason as you mentioned, customer service.

Rg

 

[jmbfestool]

Wouldn't worry a lot of FOG members found and joined fog to have a moan.

I am one of those members.

I wouldn't have found and joined fog hadn't I decided I wanted to moan about a festool problem I had.

That was way back 6-7years ago  [scared]

 

[sancho57]

And James,  ya still haven't stopped.....

[oops]
[big grin]

 

[Russelljwatson]

Hi Drax,

I had a similar problem with my TS55. The angle stops were incorrectly set when I purchased the saw. Sent it back, took a couple of weeks though not four! When I got it back, nothing had changed. Had a moan and sent it back again. I was told by the service department that if a tool is sent back three times with the same fault then they just replace the tool! As it happens it was back with me in little over a week and now cuts at bang on zero and 45 degrees resting on the factory stops.

Now I have a problem with my OF1010 where the spindle lock button keeps falling off. So far I've purchased two festools and both have needed sending back. That said when working correctly they are fantastic tools and I'm now deciding between getting a cxs or txs cordless. I'm sure Phil will get it sorted for you.

 

[jmbfestool]

And James,  ya still haven't stopped.....

[oops]
[big grin]

LOL heehee

I know  [cool]

However I have always found festool to have good service or come good in the end with something to say sorry.

I do believe though you need to deal with a festool rep.  I found festool service little poor when the dealer had poor relationship with festool and festool rep.

I found a dealer who did have a good relationship and it all changed.  I think you need a good dealer who has a good relationship with festool and a strong hold on them or deal direct with a festool rep.

I find the office workers little bellow average for service

 

[Holmz]

... and I'm now deciding between getting a cxs or txs cordless.
...

I am not sure if I would be buying more if the first 2 out 2 needed repairs?

(Knocks on wood that the Domino and MFT are working)

 

[DB10]

I do believe though you need to deal with a festool rep.  I found festool service little poor when the dealer had poor relationship with festool

That's seems to be very true in my case as well.
I'm going to be without my TSC for probably five weeks now, half of that time seems to be down to the dealer not chasing up Festool because the courier let Festool down and didn't collect the saw from his shop in the first place.
So it sat in his shop for two weeks waiting collection. if I hadn't have chased up Festool to see what was happening then the saw would still be probably be sitting in his shop collecting dust.

EDIT> fixed quote box

 

[Phil Beckley]

I think you need a good dealer who has a good relationship with festool and a strong hold on them or deal direct with a festool rep.

I find the office workers little bellow average for service

Hi
It is 'the above average office workers who resolve the few issues like this'  [wink]

Overall the service system works very well but when an issue does happen our team work quickly to resolve it and they are aware of the effect it can have on the customer.
rg
Phil

EDIT> fixed quote box

 

[Phil Beckley]

Hi
  The courier company did fail on collections and this is something the service team chased up as soon as we found out and are working on.
 
rg
Phil

EDIT> Fixed quote box
EDIT > Fixed wrong quote from wrong continent!!

 

[drax]

Thanks for all your comments members and thanks to Phil. Unfortunate that my first post was negative but look forward to posting more positive input in the future.

 

[Shane Holland]

Sometimes, crap happens. And, it's frustrating as a customer. Been there.

The true measure of a company's customer service is when that happens, whether it was in or out of their control. Phil exemplifies great customer service and he has a team of strong colleagues to back him up. Well done, Mr. Beckley, as always.

[not worthy]