Bob Marino - Festools - dissapointment
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ewils91
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- Mar 28, 2008
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I have been a member here for a while and a long time lurker prior to that but still have a low post count. I have had great experiences with Bob over the years but can still empathize with the op. I'm not sure that you need a high post count to express your frustrations but I can see where loyal, long term members of this community would be offended by the perception of a "newbie" calling out a longtime highly regarded vendor publically.
I'll keep all my thoughts about how I feel about that to my self as they really would serve to prove nothing here. However, the one thing I am sure of is that this can't be healthy for our community and I'm sure it is causing Bob discomfort seeing members take sides over this issue. I guess what I'm getting at here is that I am seeing this taking sides mentality more lately and am missing the old FOG.
Take care all,
Eddy Wilson
I'll keep all my thoughts about how I feel about that to my self as they really would serve to prove nothing here. However, the one thing I am sure of is that this can't be healthy for our community and I'm sure it is causing Bob discomfort seeing members take sides over this issue. I guess what I'm getting at here is that I am seeing this taking sides mentality more lately and am missing the old FOG.
Take care all,
Eddy Wilson
I can understand the frustration from the OP ... And Bob handled it professionally. Problem resolved. Maybe the title of this thread should be "Bob Marino Resolves Disappontment" ....
Many great Festool dealers on this forum which I've had great experiences using many of them.... Its nice to see that when a problem occurs its eventually resolved.
Many great Festool dealers on this forum which I've had great experiences using many of them.... Its nice to see that when a problem occurs its eventually resolved.
McNally Family
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Boy, if you want to read a rant about a "dealer", ask me sometime about my experience yesterday buying a car for my Daughter, who just totaled her original car. We went to the same dealership where we purchased her original car 7 months ago, and had the same salesman and finance person as well.
Nothing but price manipulations, contradicting information, and flat out lies. Six hours later, my daughter drove off with her new car, all smiles.
Once home, my wife forced me to consume several shots of scotch, and go to bed early, in an attempt to calm me down. I woke up this morning (4:30a.m.), still thinking about the experience.
In sharp contrast, when I recently purchased my RS 2 E sander from Bob, it arrived with what I thought was a cosmetic problem (small section on the bottom of the dust extraction port, missing the silver finish). While I was freaking out, Bob confirmed with Festool that it was not a defect, but an intentional change made by Festool to enhance the electrical connection to the anti-static hose. Essentially, Bob held my hand while I was upset and contacted Festool to determine the facts. Once he explained it, it all made perfect sense, and I felt like an idiot for freaking out.
I have also used Shane for purchases, and on several occasions, emailed him with questions regarding my purchases. Each time he has responded with his views on the subject, and both times has convinced me to alter my original (uniformed) opinion and make a better decision.
Point is, all these online dealers go above and beyond the transaction itself, and I for one appreciate the fact they are here with us. In my opinion, they are better informed when it comes to Festool, than my local brick and mortar Festool dealers.
As for the car salesman, scotch will cure anything.......
Nothing but price manipulations, contradicting information, and flat out lies. Six hours later, my daughter drove off with her new car, all smiles.
Once home, my wife forced me to consume several shots of scotch, and go to bed early, in an attempt to calm me down. I woke up this morning (4:30a.m.), still thinking about the experience.
In sharp contrast, when I recently purchased my RS 2 E sander from Bob, it arrived with what I thought was a cosmetic problem (small section on the bottom of the dust extraction port, missing the silver finish). While I was freaking out, Bob confirmed with Festool that it was not a defect, but an intentional change made by Festool to enhance the electrical connection to the anti-static hose. Essentially, Bob held my hand while I was upset and contacted Festool to determine the facts. Once he explained it, it all made perfect sense, and I felt like an idiot for freaking out.
I have also used Shane for purchases, and on several occasions, emailed him with questions regarding my purchases. Each time he has responded with his views on the subject, and both times has convinced me to alter my original (uniformed) opinion and make a better decision.
Point is, all these online dealers go above and beyond the transaction itself, and I for one appreciate the fact they are here with us. In my opinion, they are better informed when it comes to Festool, than my local brick and mortar Festool dealers.
As for the car salesman, scotch will cure anything.......
Sorry, but this is the exact reason this forum should exist. Perhaps the OP could have come across a bit less strongly, but noting what the situation is isn't badmouthing - it's a retelling of events. It's up to the community to believe it or disbelieve it, but discounting someone over post count or join date isn't something that the people with the Redux avatars are intending. And let's not mince words here, it happens almost every time. We can do a better job.
I love shopping with Bob, because I know how and when I'll get my tools - every single time. I'm sure that's the case with the majority of vendors, he and a couple others are just the ones I've used thus far. It's a bit over the top to say you'll never do anything ever again because of what I would consider a trivial manner, but that's me. I also think this was way less about the manuals than the promise something would get done, and it didn't. I have full faith now that Bob knows the impact this has had, he'll make it right.
I think perhaps there needs to be a disclaimer on a couple subforums about addressing things so that solutions can be found, not just a pure exercise in relieving frustration, but I'm not in charge. I'm talking about when someone goes to create a new thread. WHen you address things in that manner, things tend to go much smoother. Then escalate if it isn't solved to your liking.
I love shopping with Bob, because I know how and when I'll get my tools - every single time. I'm sure that's the case with the majority of vendors, he and a couple others are just the ones I've used thus far. It's a bit over the top to say you'll never do anything ever again because of what I would consider a trivial manner, but that's me. I also think this was way less about the manuals than the promise something would get done, and it didn't. I have full faith now that Bob knows the impact this has had, he'll make it right.
I think perhaps there needs to be a disclaimer on a couple subforums about addressing things so that solutions can be found, not just a pure exercise in relieving frustration, but I'm not in charge. I'm talking about when someone goes to create a new thread. WHen you address things in that manner, things tend to go much smoother. Then escalate if it isn't solved to your liking.
Jesse Cloud
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- Jan 23, 2007
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I see both sides, too. For me, Bob us still the man!
BTW, I haven't used a hardcopy manual in decades. I'll date myself by noting that the inspiration for that was the slogan "You can't grep a dead tree."
BTW, I haven't used a hardcopy manual in decades. I'll date myself by noting that the inspiration for that was the slogan "You can't grep a dead tree."
butzla
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- Feb 5, 2008
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I've been sitting quietly, as a satisfied Uncle Bob customer but feel compelled to mention the exact same thing happened to my brother a couple of years ago. It was his first big Festool purchase, upwards of $5k. Everything arrived safely and with typical Bob Marino speed. But he was missing the supplemental manuals. I believe he emailed Bob and like the OP, was promised that they be sent out immediately but to no avail. My bro is not one to ask twice or post rants on WW forums, he moved on and I believe he has ordered additional tools from Bob. I showed him how to download the supplemental manuals to .pdf to his iPad where he could view in his shop. Works great.
I attribute what happened to him as what Bob himself explained: he's living in NJ but his fulfillment center is in the midwest and somewhere communication was lost. One of the many challenges of operating a company remotely.
I attribute what happened to him as what Bob himself explained: he's living in NJ but his fulfillment center is in the midwest and somewhere communication was lost. One of the many challenges of operating a company remotely.
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Bob,
You have shown again why your reputation is so strong. [thumbs up]
Peter
You have shown again why your reputation is so strong. [thumbs up]
Peter
budderbean
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- May 28, 2016
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I too have spent mega bucks with Bob. I do receive a discount, i.e. no sales tax and no shipping charges. Anytime you have to depend on another you are likely to be disappointed. I once was perfect but it was so long ago that I can't remember.
Sent from my iPhone using Tapatalk
Sent from my iPhone using Tapatalk
DrD
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- Mar 29, 2013
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[member=61478]budderbean[/member],
I agree with budderbean (by the way, budderbeans are a valuable part of our diet) but have not reached the level of mega bucks, only kilobucks spent with Uncle Bob for me. And, like you, have received well over $2k in discounts in the form of, as you pointed out, NO SALES TAX, and FREE SHIPPING. Anyone who has purchased from Bob knows his people go far and away in wrapping your product to ensure it's in-tact arrival to your door-step.
I too have benefitted from Bob's sage advice as to a certain Festool being the tool for jobs I mentioned; that too is quite valuable, and did I mention that his shipping is FAST - fast in getting fulfilled and fast - like 3 days at the most - in getting to me here in South America - Mississippi that is.
There aren't that many dealers - brick and mortar, or mail order - that proves Uncle Bob's level of service and professionalism.
Don
I agree with budderbean (by the way, budderbeans are a valuable part of our diet) but have not reached the level of mega bucks, only kilobucks spent with Uncle Bob for me. And, like you, have received well over $2k in discounts in the form of, as you pointed out, NO SALES TAX, and FREE SHIPPING. Anyone who has purchased from Bob knows his people go far and away in wrapping your product to ensure it's in-tact arrival to your door-step.
I too have benefitted from Bob's sage advice as to a certain Festool being the tool for jobs I mentioned; that too is quite valuable, and did I mention that his shipping is FAST - fast in getting fulfilled and fast - like 3 days at the most - in getting to me here in South America - Mississippi that is.
There aren't that many dealers - brick and mortar, or mail order - that proves Uncle Bob's level of service and professionalism.
Don
Brice Burrell
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- Mar 13, 2007
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- 7,385
Cheese said:
I've got you beat, I order from Bob Monday before noon and have the item(s) by Tuesday afternoon. [tongue]
I'm sure Festoy is not paying the freight. I am sure all that extra rapping and floatation material comes out of his pocket. He uses so much foam and bubble wrap, if the postal service quit, he could float those packages. A couple of big packages and he could mount to the wheels of a goodsized truck and float anywhere.
As others have mentioned, the delivery has always been exceptionally quick.
Tinker
As others have mentioned, the delivery has always been exceptionally quick.
Tinker
cobbler
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Nothing wrong with the OP venting some frustration. Bob himself has stated they dropped the ball and the OP's dismay was justified. Some of us no doubt feel it may be a bit over the top since it's about of all things manuals but the OP was promised something that was not delivered.
Apparently Bob rectified the situation and I assume the OP was satisfied with the result. I applaud the way it was eventually handled and give Bob credit for standing up for the OP and his right to vent.
I also think it would be prudent of the OP to make an update to the thread and/or it's title to let the readers know it all turned out well in the long term.
Apparently Bob rectified the situation and I assume the OP was satisfied with the result. I applaud the way it was eventually handled and give Bob credit for standing up for the OP and his right to vent.
I also think it would be prudent of the OP to make an update to the thread and/or it's title to let the readers know it all turned out well in the long term.
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