Bhc sds problem

G

GOL

Member
Joined
Jan 17, 2013
Messages
42
Hi guys
Not a happy camper this morning , bought my bhc sds drill two months ago from ffx tools in the uk , drilling my 6 th 6mm hole this morning and got an awful vibration coming from drill it seems as if the armature is bent it's rotating as if it's crooked in the shaft . Were do I stand with this now as I'm in ireland and I purchased the drill in uk . Will they replace the drill or am I going to be left without a sds drill for weeks ? Any help greatly appreciated
Gavin
 
Gavin,

Sorry to hear about the issue with your drill. I think the mostly timely way to get an answer that's accurate is to contact Festool Ireland and ask. Here's their contact info.

E12 Calmount Park Ballymount
Dublin 12
Phone:00353 18 64 22 40
sales@festool.ie
 
I would Just like to thank Shane for all his help and his swift reply on this topic ,
As for festool uk and festool Ireland are a bloody joke , today is Wednesday and the drill still hasn't been picked up , had to contact festool uk  with regards Dhl couriers collecting it tomorrow Thursday .it gave up last Friday drilling 6mm holes and it's now been a hole week nearly and they haven't bothered to collect it , all I'll say is no wonder most guys in the trade won't buy festools dearer range of drills , as there just overpriced and a lack of customer service , I've a nice collection of festool tools CXs ,bhc,df500,ets150,ts55,ehl65,ctl26 and serval systainers and tracks , my tool collection won't take long to change to different colour if this is the level of service giving to people that use these tools for there daily job , we depend on these and rely  on these to perform and give the best results all the time every time and pay premium prices for these overpriced junk ,

I'm now going drilling some 6mm holes with my battery ryobi sds at least that won't give up !!!!
 
I feel you pain gol we need a Shane in Europe I do find that it's starting to to let the side down Shane does his best for everyone anywhere in the world I just wish some time I was in America so he could deal with problems that come up and there's still no rep in the uk and Ireland on this forum joke  [embarassed]
 
Chippy, while there's not someone from Festool UK who actively participates by posting on the forum. I do have a couple of colleagues from Festool UK who actively monitor the FOG, send me emails proactively about relevant topics being discussed where they can help, and have assisted FOG members offline.
 
Cheers Shane it just feels like you bend over backwards for people all the time and then you get stuff like this happening  and I am sure there are great members of staff in the uk and Ireland but we need that one person to stand up and say ill get that sorted for you I haven't had any problems with my tools I am just going with posts  I don't mean to upset anyone but if gol hadn't got a spare ads what does he do?
 
Gol I feel your pain!!....and Chippy is 100% correct.
I sure as hell not spending thousands of pounds on great products to get average service.
It's time that Festool UK got a dedicated guy on social media (like USA has with Shane) and co-ordinate and delegate they generic info, the niggly complaints, knowledge etc before they become issues.
Fortunately I have a great dealer (Barry from AHC tools in Alloa), who would kick up a storm much greater than mine if I had any issue with kit etc. However purchases online etc don't usually get this type of dealer support without back and forth dialogue which when it gets out of hand looks like delay tactics. This is where Festool has to step in and just get it sorted.
I would my much prefer a single point where we can share info, highlight issues or request assistance where warranted.
If Gol had just purchased a new car, driven it 6 miles along the road, broken down and called the garage, he sure as he'll wouldn't be sitting there a week later waiting on a breakdown truck and courtesy car.
Finally I think Festool UK did a great thing with the UK tours etc it's gets the brand in the face and let's everybody see what We (the already converted) have been banging on about for years). Let's just hope at the same time there is strategy coming to address the need for comprehensive back up on the more negative side of things. Tools and accessories will always breakdown but it's the lingering impression that we are left with that decides wether we are repeat customers.

Thanks again Shane for everything that you do worldwide. I also appreciate, just like ours, your fierce loyalty for the brand.

Gol...I sure hope your issues are addressed immediately...good luck.
Scott... [sad] [unsure]
 
I have to admit I'm not into the online buying of tools. I personally would rather go to my local dealer for any of my tools.  I'm not too bothered if I can get slightly cheaper online, as long as o get a fair price. I always think the online dealers are always thinking there will be a new customer along. where the local dealer is looking for repeat customers as well.
 
I don't understand why anyone from the UK would post on a USA website asking about where to go for service on a broken tool.  Surely that's delaying the repair process.  The service all inclusive information is included with all UK tool.  You posted here on Friday 08 August but you don't say when you arranged pick-up with Festool UK.  Furthermore I don't follow the suggestion by SMjoinery that Festool UK should employ someone to trawl through social media looking for dissatisfied customers.  Surely there's no dissatisfaction until  you've contacted the repairs department and given them fair opportunity to fix the problem?

It also annoys me when people have a problem and then spout off about how the tool  is "overpriced and a lack of customer service" and "overpriced junk".  If that's the case why did you buy it in the first place?  Sorry, you pay your money and you take your pick.  And I don't know how or where  the remark that "most guys in the trade people won't buy Festool drills" comes from. I've never heard that comment from any tradesmen.  My own experience with Festool drills is they're very robust, durable, powerful and easy to work with. I can't comment on Festool Ireland but I've had good service from Festool UK, labelling them as "a joke" based on this matter is a nonsense in my opinion.

All tools can break down, no matter how well engineered.  When that happens in the warranty period then to get prompt repair you phone the company and arrange the repair.  I don't see how posting derisory messages, which are not based on facts, about the company resolves the issue.  Although I'm sure it might make you feel better, if only briefly!

Troll
 
^^ no need for bashing the other way mate.

Even though this forum is BASED in the US, members are supported all over the world.

If you wanted to berate the OP or others here, perhaps you should have PMed him or her.

Cheers. Bryan.
 
We encourage customers from any country to participate on the forum and ask for assistance. I always do my best, as do our members and moderators, to assist. When necessary, I will reach out to colleagues in other countries to help support customers in need of assistance.

That's what this forum is all about.
 
Troll said:
I don't understand why anyone from the UK would post on a USA website asking about where to go for service on a broken tool.  Surely that's delaying the repair process.  The service all inclusive information is included with all UK tool.  You posted here on Friday 08 August but you don't say when you arranged pick-up with Festool UK.  Furthermore I don't follow the suggestion by SMjoinery that Festool UK should employ someone to trawl through social media looking for dissatisfied customers.  Surely there's no dissatisfaction until  you've contacted the repairs department and given them fair opportunity to fix the problem?

It also annoys me when people have a problem and then spout off about how the tool  is "overpriced and a lack of customer service" and "overpriced junk".  If that's the case why did you buy it in the first place?  Sorry, you pay your money and you take your pick.  And I don't know how or where  the remark that "most guys in the trade people won't buy Festool drills" comes from. I've never heard that comment from any tradesmen.  My own experience with Festool drills is they're very robust, durable, powerful and easy to work with. I can't comment on Festool Ireland but I've had good service from Festool UK, labelling them as "a joke" based on this matter is a nonsense in my opinion.

All tools can break down, no matter how well engineered.  When that happens in the warranty period then to get prompt repair you phone the company and arrange the repair.  I don't see how posting derisory messages, which are not based on facts, about the company resolves the issue.  Although I'm sure it might make you feel better, if only briefly!

Troll
Click to expand...
Your comments as above are as if your having a head bashing at me , I've spent thousands on tools and different brands some good some bad . When I pay quiet larger amounts for tools that are suppose to be the rolls Royce or BMW of tools you expect a service , you should try working and living in ireland and see what bullshit service we have from our dealers here and trust me there all the same . You expect to get a good service from these company's but they don't give a tosh and will leave you waiting weeks without the tool and they might not bother to send the item off for repair for couple weeks . That's the service we have here matey !!
Secondly I didn't come on here to rant I came here with the same interest and enthusiasm for festool as every other member on here .
I contacted festool ireland or festool uk on Friday afternoon I filled out a repair form and send it back that evening ,only for I ringing them on Wednesday to ask when they were collecting the drill as it hadn't been collected yet!! Monday morning I was told that it would be arranged for collection that day by courier . The drill was collected at 3 o clock today and today is Thursday . That's nearly a week . Only for I having a spare drill I'd have to buy or hire a drill to keep me going . That's Irish customer service here for you . And I rang the head guy over festool ireland and the response I got was what do you want me to do about it .

I wonder if I buy a a new van from ford would I be given the same customer service ? Makes you think .
 
Gents, let's keep to the issue at hand and not turn this into a personal attack. Thanks.
 
Sure, the forum is here to assist members worldwide and I welcome that.

However, the point I was making, in answer to the OP, was that it was unfair to berate Festool UK for slow service when the OP was in fact contributing to the delay the by first not contacting Festool UK direct through the service all inclusive telephone number included with the original documentation.

Bryan, if someone post on a public forum then the right-of-reply is to be expected.  That's all I did.  Why would I post a private message?  I wasn't rude or defamatory unlike the OP ("overpriced junk" and Festool UK described as "a bloody joke").  Everything I wrote was fair comment or factual based on my experience.

OP- If the repair form was sent on back Friday evening then it wouldn't have been received until Monday (the next working day). At best you couldn't have expected a pick-up until Tuesday (Day 1).  If it was collected on Thursday, as you say, then it was three days not "over a week".  You may not have come for a rant but it certainly reads like one. I'm sorry if your experience has been a disappointment but I don't think it's typical description of Festool UK.

Troll
 
When my of1400 router stopped working I contacted Festool and they said it would be collected next day. The next day came and went and it was not collected so I felt let down by Festool. The day after that a courier turned up and told me he was meant to collect it the previous day but "we were at the wrong end of his round so he hadn't bothered". Festool had done their bit but it was the courier making them look bad. I have used Festool UK twice for repairs and have been happy with their service.
 
I have had to send my carvex in twice for repair ( unrelated and through a dealer I didn't actually buy it from ) . On both occasions I rang festool u.k. and explained that I needed it for work ( kitchen fitting ) they posted out a loan tool that arrived the next day. I then returned it to the dealer when mine was back.  Never had that level of service from anyone else in 30 years in the trade.
Dave
 
I agree 100% with GOL here in Ireland the after sales is a bloody disgrace.. I'm the same as every guy here love my festools and think the world of them but they really need to work on there after sales manner.. It's dose not matter if you buy your festool online our form a dealer every body is entitled to the same after sales.
I sent back 2 1400 rails through my dealer (tool equip) that were bent our curved alone the edge, and I repeat this word for word. Was they sending out a rep to look at the rails to make sure it's was not your fault there bent..3 weeks later I rang up and was told under duress they will replace them..
Now as gol said why pay top price for a poor after sales and services..
The reason I mainly bought all festool was for the 2+1 and this is what we have to put up with..
 
Oooo yea and the worst thing about reading this is I got a bhc sitting in the van used once let's hope this is a problem with them all :(
 
No return of drill yet , no email clarification or any information with regard when I should have my drill back and when I've rang. Couple of the contact numbers with regards the repair company I get no answer or engaged tone . Is it a bank holiday in Germany today .
Peter-kenny said:
Oooo yea and the worst thing about reading this is I got a bhc sitting in the van used once let's hope this is a problem with them all :(
Click to expand...
hope the drill goes good for you as I'm dissappointed in the lack of a service with regards this issue . 
 
To GOL and any customers in Ireland. I work with the company over here and have done for nearly eight years. If you have any issues with the product well then I'm here to help, this includes on the ground support and a lend of tools where necessary. Please contact me direct on 087 760 2276 and we can take it from there. ROI customers only please
 
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