Best way to contact Festool UK?

[Gary in Texas]

Too often in today's world we resort to electronic communications (email), and when it involves an issue, we fire that puppy off and "stand by" for an answer.  While email can be your friend, especially at 2AM in the morning when no one will be manning a telephone and you are in a hurry for an answer, it is often best to pick up the telephone and speak to a representative.  The call makes a connection with another live voice, and usually results in a far quicker outcome/resolution.  Not bashing the OP, as this same situation comes up frequently in the workplace often, resulting in delays of many days sometimes waiting for an answer, or back and forth dialog, when a simple call could get the results needed immediately.

Ironically, I purchased something off of Amazon last week, and paid for next day delivery instead of second day delivery per my Prime account.  The package arrived late, as in the second day.  I finally got around to sending Amazon a quick email yesterday, requesting reimbursement of the expedited shipment fee due to late delivery.  I was totally floored when about 30 minutes later,  I received a response stating not only would they refund the fee, they also gave me an extra month of prime membership. [eek]

I definitely did not expect a resolution that quick, from a company that must handle a bajillion customer service emails each day!  And the reimbursement with amounts was received within the next hour. 

 

[Wuffles]

I know you weren't bashing, but just to clear things up.

eBay's messaging system was used twice to contact them because the product came from eBay. Ringing them (when I'd already had dire experiences) would have added an extra layer of confusion as I don't even know if the product came from the UK offices - it was posted from Germany.

The online form from their website was used to contact them about the warranty start date issue.

I've only emailed them now because "they're not at their desk", and call back later isn't really an option (and should never be offered in business) as it's vague and unhelpful. Define later. Should I call in 5 minutes, 10 minutes, 30 minutes, keep trying every 45 minutes?

Phil's been made aware by Shane (although to be fair he shouldn't have to be), Carla is supposed to call me back (hopefully Carla's not the one who has ignored two eBay messages already, from me, forgetting the others who also haven't had a response) and Mike has been emailed but is also yet to respond.

We'll see.

 

[Doug S]

I phoned festool over a week ago about broken systainer my PDC came in, person I spoke to said they would email Carla about it. I heard nothing so emailed them at the start of this week and still nothing.

 

[promhandicam]

Well I can assure you Carla does exist or at least someone answering to that name. Had a chat with her about the collection of my broken CXS and she was very helpful. For those who are getting frustrated with the lack of replies to your emails, why not pick up the phone and stop whinging.

 

[Wuffles]

Well I can assure you Carla does exist or at least someone answering to that name. Had a chat with her about the collection of my broken CXS and she was very helpful. For those who are getting frustrated with the lack of replies to your emails, why not pick up the phone and stop whinging.

Odd, you are saying that to two people who have tried calling only to be told "Carla isn't there right now".  A little unfair to suggest we're just whinging about it.

 

[ajones]

Whinging......? u bought something its damaged, your'e being ignored merry fing xmas from all at festool UK.. its service as usual  [big grin]

and its nothing to do with being understaffed .ask Phil [wink]

 

[Wuffles]

An update.

Email received yesterday, in direct response to my message via the "contact us" form on the Festool UK website.

Came from a Kerry, not a Carla. Carla never called back, and no-one ever responded to the eBay messages, but at least that's something.

Asked if she could nudge Mike Mraz to chase up the warranty issue to be told he's now on holiday. Cheers Mike :-/

Fingers crossed Kerry will be able to fix the warranty start date issue, although as there's a very clear paper trail I won't be too worried about getting it changed.

 

[sancho57]

Go easy with Miss X, She is going to be my future ex wife :>D

 

[Roseland]

When I had an issue last month, Phil Beckley sorted it out quickly.  Here's hoping he does the same again.  I can't question his dedication!

Andrew

 

[Phil Beckley]

Hi
First of all an apology for not visiting the forum - i had no access while i was away in Germany. If any of you guys are having any current challenges let me know. I have contacted those who sent a P.M but if i have missed anyone let me know.
rg
Phil

Reminder Request about names - Please do not use the names of those you contact at the office as they are not part of the forum and as such have the right to privacy.

 

[Phil Beckley]

You're not alone, one of my systainers needs replacing from the PDC18/4 ebay drill sale. I notified them via ebay but have not heard yet. I imagine there is probably a simple explanation but hope to hear back soon like you.
Mark

Let me know if this is all sorted.
rg
Phil

 

[Phil Beckley]

I phoned festool over a week ago about broken systainer my PDC came in, person I spoke to said they would email Carla about it. I heard nothing so emailed them at the start of this week and still nothing.

Hi Doug
Give me an update via P.M
rg
Phil

 

[Phil Beckley]

Whinging......? u bought something its damaged, your'e being ignored merry fing xmas from all at festool UK.. its service as usual  [big grin]

and its nothing to do with being understaffed .ask Phil [wink]

Ouch...... [wink]

 

[Wuffles]

Reminder about names - Please do not use the names of those you contact at the office as they are not part of the forum and as such have the right to privacy.

Reminder? Is this a rule?

 

[Phil Beckley]

Reminder about names - Please do not use the names of those you contact at the office as they are not part of the forum and as such have the right to privacy.

Reminder? Is this a rule?

I have edited the post to be specific. The reason is that my colleagues are not part of the forum and as such have no way of replying to public comments. I have asked on previous posts for employee names to be removed.
  Maybe either Seth or Peter could comment on this...
rg
Phil

 

[semenza]

      Oft times the names of helpful Festool employees in the US are mentioned in posts. This is fairly common on the forum.  It seems that it would be preferred that the UK Festool employees names are not posted for the reason Phil has stated.  Though not specifically a rule , it would be good to respect their wishes concerning privacy.

Thanks

 

[peter halle]

I know that emotions can get high when people have an issue and there seems to be a communications dark hole.  But one thing that may not be common knowledge is that very few Festool employees are authorized to post on the forum - both here in North America and also now in the UK.  This is for continuity and consistency of information posted here.  When someone is called out or mentioned by name - whether or not they deserve it - those individuals are very likely not able to respond here.

Just offering this as information.

Peter

 

[Deansocial]

I have issues with my angle chuck pmed phil. He got back to me promptly and now im just waiting till new year to even bother sorting it out, ive got too much on the worry about it

 

[sancho57]

Reminder about names - Please do not use the names of those you contact at the office as they are not part of the forum and as such have the right to privacy.

Reminder? Is this a rule?

I have edited the post to be specific. The reason is that my colleagues are not part of the forum and as such have no way of replying to public comments. I have asked on previous posts for employee names to be removed.
  Maybe either Seth or Peter could comment on this...
rg
Phil

Ok Phil I edited my future ex wife's name to Miss X  [big grin] tell her Merry Xmas for me

 

[andy5405]

I've watched the debate on Festool UK customer service unfold on the FOG over the last month or so and I'm not sure whether my views have changed or not. I think in some respects they may be getting a rough deal. It would be impossible not to compare them to Festool USA and my opinion is that most guys across the pond highly rate the customer service in the US. That's the benchmark that has been set and it seems to have been set very high. Is it unrealistic for us UK users to expect the same level of service? I have no doubt that Festool UK will eventually solve all problems to the same level of satisfaction as Festool USA. However it may well be a bumpier ride and considerably more frustrating.

Should we be comparing them to similar offerings in the UK? Whatever that might be, we might find that within our country and business culture they are indeed at the top of the tree for customer service? The Festool UK backup and warranty is without doubt better than anything else I'm aware of in the UK even if they are slow on delivery at times.

However I can't help feeling that something is fundamentally wrong within the UK organisation. I know that one of my local dealers has told me that Festool UK have become impossible to deal with over the last few years. That would seem to be echoed in many of the comments on here from end users.

I like many welcomed the introduction of Phil as the man from the UK who would solve all problems. I have no doubt that he works like a Trojan but wonder whether or not it might be a sticking plaster approach when major surgery is the answer. That's pure speculation and maybe not useful. However if we are lead to believe that when all else fails we are meant to get in touch with Phil and everything will be resolved promptly then he should at least have access to the forum on a daily basis. He should also have the resource within his daily workload to action those complaints.

Phil has come on here and dealt with this particular complaint after admitting that he too didn't pick up the message for quite a while as he was away in Germany. So it seems that he is no different from the rest of them, he was too busy doing something else that was more important. I really don't intend to be inflammatory but if a promise is made in a public forum, Festool UK should seriously consider whether or not they have the resources and intention to back it up before they make it. I might be way out of line with these comments but it should never be forgotten that a big part of delivering customer service is perception. If I can perceive it that way, unfairly or otherwise, then I'm sure others can too. Also we will all compare any official offer of help from Festool UK on the forum to the work that Shane does. I've been astounded at times to find a PM in my inbox from Shane offering to help with a problem when I haven't even complained or asked for it. The man is on a different continent, doesn't even work for Festool UK and yet still finds time to help people with a massive ocean between them. He fully understands the importance of protecting the brand at all costs. That is the benchmark that has been set and Festool UK would do well to understand that.

I really do aplogise if I have upset any Festool UK employee but please never ever forget who pays your wages. We are a demanding bunch and maybe even unreasonable at times but we pay a lot for the tools on the understanding that the customer service experience will be exemplary. It won't stop me buying another Festool, I'm converted and do have faith that any problems I encounter with the tools will be resolved even if it is a little slow at times.

However it should never be underestimated how big a leap of faith is required to become a first time Festool user. Any prospective first time purchasers would read these type of threads and I'm sure many would carry on using Makita, Bosch, Milwaukee or Dewalt etc and not see the value in the Festool proposition.