Bob Marino - Festools - dissapointment
- Thread starter Sky
- Start date
- Status
- Joined
- Apr 13, 2011
- Messages
- 4,550
Despite being in the UK I have had some very satisfactory dealings with Bob Marino and even at this distance I know that he is a great guy.
In the years that I have been using the FOG I have seen too many people broadcasting their complaints to the world without understanding just how unfair and uneven that process is. Bob is not going to put up any form of defence other than make an apology which, I am sure he has done in private already. In an open forum the complainer has the upper hand and the poor dealer has his hands tied.
I am with Jobsworth and others in saying that after just a couple of forum posts and no established forum credibility that it is a bit off to come on so strongly over such a trivial matter.
Peter
In the years that I have been using the FOG I have seen too many people broadcasting their complaints to the world without understanding just how unfair and uneven that process is. Bob is not going to put up any form of defence other than make an apology which, I am sure he has done in private already. In an open forum the complainer has the upper hand and the poor dealer has his hands tied.
I am with Jobsworth and others in saying that after just a couple of forum posts and no established forum credibility that it is a bit off to come on so strongly over such a trivial matter.
Peter
ear3
Member
- Joined
- Jul 24, 2014
- Messages
- 4,342
Glad this is getting resolved. Online sales are a cutthroat business, and when you have so many choices even the smallest detail like this can make people choose to go with another option. Bob is a good man and I would not hesitate to continue using him as a dealer for my online Festool purchases. I think the other posts in response are sufficient evidence of that.
In fairness to the OP and the fact of this being his first post, I think maybe he didn't understand that there's not a culture here of calling folks out by name in a venting sort of way -- which is one of the virtues of the FOG.
In fairness to the OP and the fact of this being his first post, I think maybe he didn't understand that there's not a culture here of calling folks out by name in a venting sort of way -- which is one of the virtues of the FOG.
From the thread title I was expecting much more than non-printed manuals. (Discount aside, as this issue has been explained)
On the one hand I believe if a business tells you they will do something, the minimum expectation is they do what they have said they will. However, this really is a storm in a tea-cup and not worthy of the time it took to write the few hundred words you've written on it. The reality is in a busy retail environment where the assistants/staff are constantly trying to push/sell products to compete in a competitive market, you probably just became one of those things on the to-do list that they had good intentions for, but something more pressing kept creeping above you that had to be prioritised. Don't take it personally.
On the one hand I believe if a business tells you they will do something, the minimum expectation is they do what they have said they will. However, this really is a storm in a tea-cup and not worthy of the time it took to write the few hundred words you've written on it. The reality is in a busy retail environment where the assistants/staff are constantly trying to push/sell products to compete in a competitive market, you probably just became one of those things on the to-do list that they had good intentions for, but something more pressing kept creeping above you that had to be prioritised. Don't take it personally.
sancho57
Member
- Joined
- Jan 13, 2011
- Messages
- 7,089
Kev said:
See thats what happens when ya deal with us uneducated poor colonials .
Say you hiring?
I can go put on a speedo and peel and feed ya grapes,
just don't get jealous of my finely tuned cute body,
you know the definition of cute doncha?
Short, Fat and Bow Legged, Thats me bud at your service....
sancho57
Member
- Joined
- Jan 13, 2011
- Messages
- 7,089
Edward A Reno III said:
I agree Ed, Bob has been here a lot of years, a lot more then I have. He's help quite a few of us many times going out of his way out side of normal business hours to help us out answer questions etc.
Because of that we tend to be be protective of folks like him. Now is He perfect? No, No one is perfect, only the good Lord is perfect. I think that this could of been handled in a much better manner.
I understand the frustration you would here after spending that amount of money for tools. But festool doesn't give discounts other then the pkg deals that are noted in every online dealers site.
Believe me when I tell you there are people here who have spent thousands of $$$ on festools and have not got the discounts you have mentioned.
Then if thats the case then why do we buy them?
Because they are very good tools with great customer service and great warranty.
How do we choose our dealer then? Since I have not received bad service from any of the dealers I have ordered from for me,
its personality, How I get on with the sales person I deal with, my personality is to chat for a while, order my item and chat some more though Im a stone city boy, I like the slow personalised touch. But thats me. We are all different , some prefer to run in a shop gimme that , put on my account and run out.
We are all different.
Now in the case of your owners manuals, yea I can see a unfulfilled promise. But in my job some times I get so loaded with stuff to do things fall off my plate and are forgotten.
Thats the nature of the beast. As I said no one is perfect.
With the greatest of respect I think that's nonsense !!! Just because he hasn't got many posts under his belt does that mean he's not allowed to posts his troubles online? Just because Bob satisfies 99% of his customers, does that mean the 1% isn't allowed to vent his frustration ?Peter Parfitt said:
While it'd be nice to sit in a circle, wearing daisy chains and sing beautiful songs, sometimes it takes a post that people don't want to hear to get the 1% person what he's been promised and deserves.
It comes down to being told you'd get something, and it not happening.
It's sorted now.
End of.
tdwilli1
Member
- Joined
- Jun 12, 2014
- Messages
- 58
chewy said:
I agree with this. I don't post much on any forums and I have been on lots of forums over 5-10 years. But I read them from end to end and glean knowledge from all posts. So Just because I don't post often makes me an unbelievable and unreliable person??? I see this attitude on all forums, wood, cars, technology...
Kev
Member
- Joined
- Nov 7, 2011
- Messages
- 7,698
Well [member=35554]tdwilli1[/member] and [member=58891]chewy[/member] maybe you should read things a little more carefully ...
The very first sentence effectively blames "this group" (the FOG) for the terrible situation their in .. then goes on to slag Bob over some hard copies of PDF's he already has.
You're entitled to your opinions, but just state them.
How's this - I have an opinion .. telling someone on a public forum "With the greatest of respect I think that's nonsense !!!" is extremely rude .. particularly when they have EVERY RIGHT to state their opinion - just like you, regardless of how much or how little the poster has contributed to the FOG community.
The very first sentence effectively blames "this group" (the FOG) for the terrible situation their in .. then goes on to slag Bob over some hard copies of PDF's he already has.
You're entitled to your opinions, but just state them.
How's this - I have an opinion .. telling someone on a public forum "With the greatest of respect I think that's nonsense !!!" is extremely rude .. particularly when they have EVERY RIGHT to state their opinion - just like you, regardless of how much or how little the poster has contributed to the FOG community.
tdwilli1
Member
- Joined
- Jun 12, 2014
- Messages
- 58
Kev said:
I was only commenting on how people judge a post based on post count. Not on whether the poster had a good point or not (which I think he went overboard on). But base it on the content of his post and not discount it based on the post count.
So that's my opinion on characterizing it based on post count.
Theshipstore
Member
- Joined
- Sep 23, 2010
- Messages
- 1,376
I will say I understand both sides of this but now I believe this has been beat to death and needs to end.
This forum is for sharing good and bad but there comes a time where enough is enough
Think about it there are more thing we need to share for sure
Just my thought
This forum is for sharing good and bad but there comes a time where enough is enough
Think about it there are more thing we need to share for sure
Just my thought
Kev, I note you have a high post count ( in the 1000's) so I apologise, your thoughts are more worthy than mine.
Why stop discriminating at just post counts. Why not gender,age, race etc- its a slippery slope.
The one thing it does show is how highly people think of Bob by willing to back him up. I admire that. There comes a time though when you also have to hols your hands up and let people have there say, regardless of post count.
I still think the post count comment is one of the most crazyest things I've read in possibly 8 years of being part of various forums.
I wonder if pedigree woodworkers automatically (on joining) get 1000 posts on there profiles so they don't have to mix with us newbies (or just low post counts) madness, crazy bonkers that is
Why stop discriminating at just post counts. Why not gender,age, race etc- its a slippery slope.
The one thing it does show is how highly people think of Bob by willing to back him up. I admire that. There comes a time though when you also have to hols your hands up and let people have there say, regardless of post count.
I still think the post count comment is one of the most crazyest things I've read in possibly 8 years of being part of various forums.
I wonder if pedigree woodworkers automatically (on joining) get 1000 posts on there profiles so they don't have to mix with us newbies (or just low post counts) madness, crazy bonkers that is
sancho57
Member
- Joined
- Jan 13, 2011
- Messages
- 7,089
Sky did sort of slam the members of the FOG when he posted this
>>Just so frustrated I wanted to share. I used Bob Marino for all my Festool purchases recently based on good reviews via this group.>Then they send a couple really nice manuals.. with 2 of the items.. very nice. So, I asked if I could get some printed ones for the other tools since they have them in PDF. I contacted Bob over 3 months ago and he said no problem. Awesome, well, now I have contacted him 4 times, each time he said his "guys" would send them out. Never received anything. As of today I give up.>I know, it's just manuals... and I have the PDF's. The point is I spent a TON on money with Bob and could of went elsewhere. There was no little discount, heck, I'd throw a guy a 2% discount if he bought this much at least. Then to not even include manuals?> I'm sorry Bob, you had plenty of time to take care of a customers very small request, after getting over 9 grand from me. >Just not cool in my book. I take very good care of my customers and always go the extra mile.... and they spend much less money... with me. They always come back because of my service. Sorry to vent... just seemed like such a simple request and Bob assured me it would be taken care of... 4 times. No more. Just leaves a bad taste in my mount and I'm sure some other dealer would of bent over backwards for my money. Oh well. just how the world works these days.
>>Just so frustrated I wanted to share. I used Bob Marino for all my Festool purchases recently based on good reviews via this group.>Then they send a couple really nice manuals.. with 2 of the items.. very nice. So, I asked if I could get some printed ones for the other tools since they have them in PDF. I contacted Bob over 3 months ago and he said no problem. Awesome, well, now I have contacted him 4 times, each time he said his "guys" would send them out. Never received anything. As of today I give up.>I know, it's just manuals... and I have the PDF's. The point is I spent a TON on money with Bob and could of went elsewhere. There was no little discount, heck, I'd throw a guy a 2% discount if he bought this much at least. Then to not even include manuals?> I'm sorry Bob, you had plenty of time to take care of a customers very small request, after getting over 9 grand from me. >Just not cool in my book. I take very good care of my customers and always go the extra mile.... and they spend much less money... with me. They always come back because of my service. Sorry to vent... just seemed like such a simple request and Bob assured me it would be taken care of... 4 times. No more. Just leaves a bad taste in my mount and I'm sure some other dealer would of bent over backwards for my money. Oh well. just how the world works these days.
- Joined
- Jun 24, 2007
- Messages
- 10,359
OK then.
Looks to me like Sky vented an understandable frustration. Doesn't really matter how big or small the catalyst was. It still generates the frustration.
Also looks like Bob has zeroed in and dealt with it.
I don't think we need a continued analysis of the posts. The only place this is going at this point is an argument between members over the details of the situation. There is no way that will end well.
No reason to think that post count allows or disallows credibility. I would also note that Sky joined the forum months ago so it isn't as if he signed up just to post this complaint today.
[dead horse]
One thing to note on the manuals is that they do not come from Festool, and Festool does not have them to provide. They are from Water Front Woods , which is Rick Christopherson.
Seth
Looks to me like Sky vented an understandable frustration. Doesn't really matter how big or small the catalyst was. It still generates the frustration.
Also looks like Bob has zeroed in and dealt with it.
I don't think we need a continued analysis of the posts. The only place this is going at this point is an argument between members over the details of the situation. There is no way that will end well.
No reason to think that post count allows or disallows credibility. I would also note that Sky joined the forum months ago so it isn't as if he signed up just to post this complaint today.
[dead horse]
One thing to note on the manuals is that they do not come from Festool, and Festool does not have them to provide. They are from Water Front Woods , which is Rick Christopherson.
Seth
Bob Marino
Member
- Joined
- Jan 16, 2007
- Messages
- 3,263
I must say, this is painful for me to read, but a few final thoughts, as I think any more posting from me would be pointless. The Internet is a wonderful tool; you can gather information in seconds that only 20 years ago would have taken hours - or more. You can post most anything in seconds for thousands to read by a simple stroke on the keyboard. I'm guessing for good dealers/companies/consumer items this has been an overwhelming blessing, but as grown ups, we have to also realize that you better be on your game.
The FOG has been and continues to be a fantastic Internet resource for Festool, dealers and most importantly end users.
There is little censorship here, unless someone crosses the line (uses profanity, religion, politics, etc.) and the moderators have worked tirelessly to make this forum the useful and helpful place it remains.
As such, the OP was well within his right to post a grievance on the FOG even after our email exchange earlier in the day. Everyone makes mistakes, but when that mistake ends up on your lap and in this case multiple times, your frustration level runs high. Plain and simple, the ball was dropped. . Other than this screw up, I am extremely proud of my warehouse staff.
But from the criticism will come a remedy, and that's a good thing, though the lesson painful. One thing I do want to re-iterate, the OP's request for a catalog was not ignored, the warehouse was emailed immediately. My fault was not following checking a "task completed" file for followup and completion. Again, my apologies to the OP. Lesson (painfully)learned.
The FOG has been and continues to be a fantastic Internet resource for Festool, dealers and most importantly end users.
There is little censorship here, unless someone crosses the line (uses profanity, religion, politics, etc.) and the moderators have worked tirelessly to make this forum the useful and helpful place it remains.
As such, the OP was well within his right to post a grievance on the FOG even after our email exchange earlier in the day. Everyone makes mistakes, but when that mistake ends up on your lap and in this case multiple times, your frustration level runs high. Plain and simple, the ball was dropped. . Other than this screw up, I am extremely proud of my warehouse staff.
But from the criticism will come a remedy, and that's a good thing, though the lesson painful. One thing I do want to re-iterate, the OP's request for a catalog was not ignored, the warehouse was emailed immediately. My fault was not following checking a "task completed" file for followup and completion. Again, my apologies to the OP. Lesson (painfully)learned.
Kev
Member
- Joined
- Nov 7, 2011
- Messages
- 7,698
chewy said:
[member=58891]chewy[/member] .. at least your sarcastic posts are improving your post count [wink] keep it up little buddy [big grin]
Hint: if you use the key word "wobble" in the subject of a new topic in General Friendly Chat, you'll get 500 bonus posts.
deepcreek
Member
- Joined
- Apr 20, 2009
- Messages
- 1,000
Bob, you've still got my business. One lesson that I have learned is that we're all human and make mistakes. It's how openly you deal with them and make improvements going forward that matters. In this case, you've shown the kind of humility and character that earns my continued trust.
I have a confession along these lines that I hope will help others learn to forgive. Years ago, I called Tom Bellemare and left a message with a question about a potential tool purchase. For whatever reason, Tom never called me back and I never bought anything from him even though he only lived three hours away. Fast forward to his untimely death and the many tributes on FOG praising him as a good man and a great dealer. My feelings at the time were of deep regret that I had let something as trivial as an unreturned phone call prevent me from getting to know him as a person.
Try not to take offense, forgive others transgressions both minor and major, and don't hold a grudge.
I have a confession along these lines that I hope will help others learn to forgive. Years ago, I called Tom Bellemare and left a message with a question about a potential tool purchase. For whatever reason, Tom never called me back and I never bought anything from him even though he only lived three hours away. Fast forward to his untimely death and the many tributes on FOG praising him as a good man and a great dealer. My feelings at the time were of deep regret that I had let something as trivial as an unreturned phone call prevent me from getting to know him as a person.
Try not to take offense, forgive others transgressions both minor and major, and don't hold a grudge.
- Status
