Best way to approach service from ToolNut when shipping has gone wrong?

[Tad]

Why did I edit my original posting? 

Simply: The service received after posting on FOG was exactly what I'd expect from a premium product dealer.

1. Shane reached out to me shortly after the initial post.
2. He helped me with questions over messaging and provided a tracking number so I could check on the replacement parts
3. He followed up and made sure I was able to install the replacement parts properly
      (Festool does not clearly document which Allen wrench to use for the profile key feather) The FOG posts I found recommend everything from using the included wrench in the TS 55 for changing blades to a Torx T15.  Shane verified on his MFT and replied it is a 3mm Allen wrench - that worked for me perfectly.

In business sometimes things go wrong, I judge a company not only on their pricing but also on how well they respond to customer concerns.  In this regard Shane did a fantastic job in taking a frustrating experience and turning it into a opportunity to build a loyal customer.

Tad
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Original Post Below
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Avid FOG reader, first time poster.

My questions to FOG:

1. is there someone at FestoolUSA to escalate about a reseller?
2. Has anyone else had issues like below with toolnut? If so, any recommendations on resolution?

I was actually surprised by the horrible customer service we've had from toolnut.com. After researching online we thought we'd picked a safe company to do business with.

We placed several orders with them in March.  In one order two MFT/3 tables arrived and the boxes looked quite damaged.

We opened them up and found in one table the guide rail was damaged and one of the long side rails was also damaged.  We emailed toolnut with pictures - zero reply.  So next we called them next business day and instead of shipping a replacement table they said they'd ship replacement parts - not ideal, but livable.  That was a week ago- zero email, no status update since.

Second order we had issue with was a longer guide rail. During the order call - no problem.  After money received suddenly the rail is in back order, two weeks later and we still have no status update or ETA.

Frankly, I'm shocked a reseller can stay in business if they treat customers that spend ~$6000 in one month so poorly.

Thanks,

Tad

 

[Shane Holland]

[member=64744]Tad[/member],

Apologies for the problems. I work for The Tool Nut and am surprised to read about your experience. I certainly understand your frustration.

Please send me and email or send me a PM with your contact information and the best time you reach you. Someone will call you to get this resolved immediately.

Shane Holland
shane@toolnut.com

 

[Shane Holland]

Tad,

Thanks for responding to my PM. I have replied with tracking for the order for the part(s) for the damaged MFT.

Also, I have given you an update on the status of the 3000mm rail.

Myself or someone will give you a call tomorrow to make sure this is sorted out to your satisfaction. Again, very sorry for the bad experience. We'll get this sorted out for you quickly.

Feel free to reach out to me directly in the future if I can be of assistance.

Shane
shane@toolnut.com

 

[Birdhunter]

What shipping company was used?

 

[Tad]

UPS was used for shipping the damaged MFT

 

[Tad]

Just a quick follow up. 

Shane's quick reply - 9 minutes from posting to this forum, then his follow up in email and PM is exactly what I'd expect from a top reseller like toolnut.

Really appreciate it!

 

[antss]

Nine minutes  [eek] that's above and beyond. 

Prob. what was necessary given the situation though.  Shane is aces. 

Not sure why you were singled out though.  I had a partially damaged order and needed a new insert am something else I can't recall now.  I just called CS with the particulars and one showed up within the week.

 

[dmccririe]

I have always had good service and response from ToolNut.  My go-to retailer

 

[NVA_WW]

I've only had positive experiences dealing with ToolNut.com.  They have taken my calls and responded to my emails outside of work hours.  That is top notch customer service. 

Although, this type of service is also common with the other Festool dealers on this forum. 

 

[Tad]

[member=48572]Shane Holland[/member] definitely helped with communication.

Looks like everything was on it's way - tool nut simply didn't send any feedback emails with status.  PJ called this morning and we reviewed the situation again over the phone.

Shane, I really appreciate your help in getting information!

Tad

 

[Shane Holland]

Always glad to help, Tad. Like I said, feel free to reach out to me directly in the future if I can help you out.

Glad everything is sorted out and on its way. Sorry we apparently dropped the ball with communication but glad it's resolved to your satisfaction.

Shane

 

[Gwerner]

Really glad to see this got resolved. I've had nothing but great experiences with Tool Nut, almost every Festool I own came from them.

Plus Shane answers my questions at ridiculous times of the night, I really don't think the man sleeps. Or if he does, it's upside down, hanging from a rafter like a bat...

 

[mikeyr]

I had my first shipping issue with Toolnut this past week.  I don't want to say "poor packaging" but some items got lost from shipping box.  I sent Shane a e-mail late Friday night with pictures and he replied  a few hours later at near midnight his time.  I want to know why I didn't get 9 minute turnaround like the OP ?   

I got a e-mail from Customer support that the replacement parts will be on their way today.  Toolnut really has great service/support.

The second issue was my long LR32 rail (the 95" one) was "delayed" by UPS, but that is not a Toolnut issue, it arrived yesterday, box was kind of torn up but the contents were perfect.  I almost bought that long rail locally because I was afraid of shipping issues.

 

[Shane Holland]

Mike,

Definitely a bummer about the hole getting punched in that box. I guess we all need to start tipping our UPS drivers so they are more careful with our packages. [huh] I mean so they do their job.

My UPS, USPS and Fedex people like to lay packages in front of my garage door. One of these times I'm not going to realize it and back a vehicle over one of them. Not sure why someone would think that's a good location for a box.  [doh]

Anyway, glad everything is getting sorted out with the items that slipped out of the hole in the box. Always hit me up if you need anything. Glad to help.

Shane

 

[Tad]

[member=48572]Shane Holland[/member] really saved the day.

1. clear message with UPS tracking details
2. follow up discussion with me at all sorts of odd hours to make sure I replaced the parts properly

I happily ripped my first plywood sheets today using my repaired MFT and the massively long rail that arrived yesterday.

Yes, I'll be ordering more parts from toolnut shortly  [big grin]

Tad

 

[Shane Holland]

Tad,

Glad you got the MFT profile swapped out and you're up and running. Enjoy the new gear.

We're here if you need any help or have questions in the future.

Appreciate you posting the follow up.

[thumbs up]

Shane

 

[Klemm]

what about calling or writing the owner/President of a non-performing or under-performing supplier?
would you not quickly get satisfaction - or - absent a prompt and satisfactory response, find out for sure you got the wrong supplier?

As a customer don't you have a more effective voice with "the management" then any hardworking and diligent inside staff person would?

Just a thought

Hans

 

[mikeyr]

now we are going off subject and to be fair, I don't know Shane or who he is or where he is on the ladder at Toolnut, he could be some lowlife employee or the owner but none of that matters.  You have a problem with Toolnut and you talk to Shane and it feels like you are talking to the owner and things get resolved quickly.  That is all that matters.

Don't worry TSO, I have a few things on my list to buy from you, and if anything goes wrong you will hear from me   But first I have a 2 week vacation in France to go on and I know that every time we walk past a jewelry store, I will hear "Oooh shiny...honey, how much did you spend on all those Festool's"  even though she clearly knows the answer on how much.

 

[Shane Holland]

he could be some lowlife employee

Nailed it!  [tongue]

I just treat the company that I work for like it was my own. Fortunately, Tool Nut has a great team of people behind it. I just get to be the liaison to the forum, but in reality it's a team effort.

 

[EricT]

I have sympathy for the festool dealers with respect to the mft.  I didn't get mine from toolnut, but that dealer had a tough time shipping me one as well.  Damaged in shipment, just like yours.  They just arent packed well enough, and the profit margin isn't very high so it's hard for dealers to justify repacking them better.  Nice to see this got resolved here, I think festool should ship them out with more protection.  Would save them both cash and reputation in the long run.  Good on Shane for jumping on this so well!