Bob Marino - Festools - dissapointment

[Sky]

No more.

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Moderator note.......
 
        The OP has removed the initial post info from this topic the gist of it can be garnered from replies below. For topic clarity the post was about some manuals not being sent with tools.

        If reading this topic please be sure to read all of it especially Bob Marino's replies.

Seth

  FOG Moderator

 

[copcarcollector]

Sorry that you had this experience with Bob. Every other discussion I read is about his great service.

Bob, in my opinion, is at a slight disadvantage, as he is based in NJ, but his fulfillment center is in Ohio. It's harder to be hands on so far away. But I agree that if he promised several times that you would receive what you asked for, it should have been done, regardless of locations.

Festool dealers are not allowed to discount, over the package deals that are offered.

There are other great dealers for sure, if you want some suggestions send me a private message.

I hope that Bob will make the situation with the manuals right for you. In the mean time, welcome to the FOG, and maybe you can share some of your work with us in the future--

 

[erock]

It doesn't matter how much money you spend with any Festool dealer.  They will not give you a discount unless Festool USA has a promo and gives the authorization for dealers to give a discount.  Fixed prices for all U.S  Festool dealers.    So please don't take that out on Bob.

Eric

 

[Holmz]

Just so frustrated I wanted to share. I used Bob Marino for all my Festool purchases recently based on good reviews via this group.

I purchased a TS55, Kaypex, CMS Router station, Drill, drill installer kit, (2) MFT tables, one MFT3, CT26, Domino, Domino kit, RO125, sanding kit, clamps, tracks and other accessories.

Overall the purchase was ok, had asked for a small discount if I bought all these items, didn't happen.. fine.

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 beyond disappointed. Mostly because he said he'd take care of it months ago. I love the tools and just wish I would of given my VERY hard earned money to someone else. I will NEVER use Bob Marino for any further purchases. Bob seems like a nice enough guy but if he can't even get me a couple free manuals within a few months.... that's not reputable in my book and I would seek purchases elsewhere. 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.

One could have approached Mt Moreno directly.

Being your first post, I am wondering if there is a possibility that you did not buy tools from Bob?

 

[copcarcollector]

One could have approached Mt Moreno directly.

Being your first post, I am wondering if there is a possibility that you did not buy tools from Bob?

I take him at his word, and he says he has asked four times...

 

[Holmz]

Taking him at his word, then he is frustrated.
it could more than just the manuals.

 

[nclemmons]

[member=60149]Sky[/member] - welcome to FOG and I'm sorry you're having a problem getting printed manuals.

I've done a lot of business with Bob and he's always been outstanding.  Probably the longest standing dealer on FOG and prior to that on Sawmill Creek and many other sites. 

Did you call Bob directly on his mobile because I always have found him to return calls and be very responsive?  I certainly can understand your frustration.  Perhaps something in his life has distracted him of late.  But Bob is as good as they come. 

As much as you might expect a discount on volume purchases, none of the dealers can do so under contract with Festool. 

What manuals do you need printed? 

Post the manuals you need here and PM me your address and I will print and mail them to you.  Tomorrow.  No cost to you. 

But I'll do it because Bob has been a really good dealer and supporter of FOG and deserves more respect than you are giving him, particularly with this being your first post.

Neil

 

[lino-man]

Any reason not to contact Festool directly? If the manuals are available I'm certain they would send them to you.
Frankly, I'm sick and tired of people whining on this forum. Everyone in business drops the ball now and again. Everyone. Why?  Because life happens. The unexpected throws you a curve ball. Move on people.

Sent from my KFFOWI using Tapatalk

 

[Sky]

Thanks guys for your comments... appreciated. I understand on the discount.... like I said no big deal...Yeah, and Bob does seem like a nice guy. I have talked to him on his cell phone and have his direct email. he does get right back to me.

I know most here have been very happy with him and that's great. The point of this forum I believe too let people know of our experiences, good and bad etc.... I know all of us on here spend our hard earned money and the best tools out there or we would not be here. We all pay a premium for our tools. I take the wife's Lexus in for some service and she is treated like a queen.... Car wash, water you name it. If I ever take my GMC in... not so much And I don;t expect it. LOL I'm just sayin.... I don;t think asking for the nice USA printed manuals is to much to ask for for a few months, and be promised. I would rather Bob just said you're on your own to print them out... done deal.
Not trying to make more out of this.... I actually hate posting because everyone gets so bent out of shape to easily. I'm sharing an experience that I had... simple as that. I just feel like my business is not appreciated. Oh well.. we can buy from where ever we want.
Bob Marino's shipping was great, I purchased from CA so had no tax, which saved me. Bob has been very approachable. I did not know of his shipping arrangement so maybe it just fell through the cracks. Best to you all And thanks again for the replys.

 

[Kev]

Is this really all about some printed manuals when the PDFs are already available?

Take a chill pill man - give me soft copies any day!

This is a very hostile rant about one of the FOGs most respected Festool dealers ... and its over such a minor issue - by a first time poster and I find that very sad.

To put your purchase into perspective, many here on the FOG will have invested many, many times more on Festool and would never dream of making such a big deal out of such an insignificant issue.

Bob didn't sell you a Lexus and he doesn't make a killing every time it's serviced. Bob sold you some Festools within the constraints that he's allowed to operate as a reseller and I bet he made his best possible effort to fulfil the order quickly and deliver the goods safely packaged.

I really hope you settle down and enjoy your Festools and contribute to the forum positively.

Kev.

 

[Steve-Rice]

Sky,

Next time, try the tool nut's website festoolproducts.com. They have always provided me with excellent service, super fast shipping and always include the supplemental manuals (which, by the way, are printed on high quality paper).

I'm certain they will not disappoint.

 

[Holmz]

Thanks guys for your comments... appreciated. I understand on the discount...
...
And thanks again for the replys.

Well we all get frustrated sometimes.
Hopefully the use of them brings joy to your or that Lexus owner...  [wink]

 

[Mort]

Since this is an online forum, I feel it's my right, nay, my duty to offer my opinion.

I feel you were a bit harsh on Bob. I haven't dealt with him before, but all I have read about him on here and Contractor Talk have been glowing. He is quick to offer help on this forum. You also state that the products are up to spec and his shipping went well.

Your main gripes are:

1. No discount. Festool fixes prices in the US (which is technically illegal but I'm sure they've talked to a bunch of empty suits and gotten a good argument for it). Nobody gives discounts.

2. No printed manuals. You even state you have the PDF files, which you could print yourself if you want. This would warrant a 4.5/5 star review normally, but you joined a Festool site just to trash Bob because of it. This seems unreasonable. Yes, after the first request went unanswered he should've done it himself. But that could've worked both ways.

When I worked for a concrete plant, I always tried to make the dispatchers jobs as easy as possible. Nobody ever called them up to tell them what a great job they were doing. Online reviews are the same.

 

[Bob Marino]

  First, let me apologize again for this manual fiasco. And this is a fiasco. I don't blame you for being ticked off - I would be also if the situation were reversed. You were promised something - and did not get it. There are no excuses, each time you requested the supplemental manuals, I emailed you back and said they would be sent out. I immediately sent an email to my fulfillment center (warehouse) manager to get them out to you (they are in my Ohio warehouse, not here in NJ). Each time, I was assured this would be done. I thought (wrongly) that this was finally taken care of when you last emailed me, some time ago. I was absolutely incredulous, furious as well as embarrassed when you emailed me today about it. I emailed my manager seconds after I emailed you today regarding this.

The full color supplemental manuals are something I offer with certain tools and they are physically "picked up" and placed in the box with the corresponding tool. It could have been the problem that we were out of them INITIALLY - on the first go round, and that should have been rectified as soon as you emailed they were missing.  I pride myself on good customer service, mistakes do happen and they pretty much near always get resolved fairly and in a timely manner. My error was not in doing a next day follow up with my warehouse to ensure these were sent out to you. These are not excuses, just a cataloging of the story. Ultimately, it's my name on the company and the bottom line is that I take full responsinlity for dropping the ball - several times apparently. Once again, my apologies for the inconvenience, frustration and poor buying experience.

 

[sancho57]

I dunno, I feel coming to a site with only 2 post under ones belt, bad mouthing a well respected dealer who I have used and have received nothing but good service from over a couple of manuals that are readily available on line is a bit over the top.

Yes Bob told you he'd provide them. I feel your frustration, But I feel posting on a public website rather then giving him a call and let him handle it (yes you asked him 4 times) is not the way to handle this.

Personally Id expect this level of outrage over damaged tools being received, missing tools from repeated deliveries etc.

You aren't the only one who works hard for their living. I don't think their is person here who is born with a silver spoon  (other then Kev and we all know how spoiled he is).

But this is way over the top IMO.

 

[chewy]

I dunno, I feel coming to a site with only 2 post under ones belt, bad mouthing a well respected dealer who I have used and have received nothing but good service from over a couple of manuals that are readily available on line is a bit over the top.

Yes Bob told you he'd provide them. I feel your frustration, But I feel posting on a public website rather then giving him a call and let him handle it (yes you asked him 4 times) is not the way to handle this.

Personally Id expect this level of outrage over damaged tools being received, missing tools from repeated deliveries etc.

You aren't the only one who works hard for their living. I don't think their is person here who is born with a silver spoon  (other then Kev and we all know how spoiled he is).

But this is way over the top IMO.

That's not the point at all. If you say you're gonna do something you should stick to your word. It's frustrating having to keep on chasing something that was part of a deal.
For what it's worth it sounds like Bob is a stand up bloke and it's his guys the other end that ballsed it up. I'm sure Bob will be giving the people responsible a good talking to and because of it I'm sure it won't happen again.
I understand the other guys frustration. I wasted hours a few years ago chasing a free sander that was meant to be included when I bought a bulk supply of sandpaper. Based on my hourly rate i could have gone out and bought the thing instead of phone call after phone call- but it's the principal.
I think both people will get something out of it. Bobs explained what's happened and will put things in motion so it doesn't happen again. Tuther guy will get his manuals and has also joined a forum that he can learn and share alot, if he wants.
Everyone's a winner !

 

[Holmz]

I dunno, I feel coming to a site with only 2 post under ones belt, bad mouthing a well respected dealer...
...
But this is way over the top IMO.

But Bob himself said it was outrageous so that reinforces the OP's claim, and it also reinforces the assertion that Bob is standup bloke.

So it may have been over that top, but it might be better for Bob that it happened. Even the best of us has to remain vigilant to their business and reputation.

 

[NHSP759]

And not to reiterate, Bob pays for these manuals himself, they are above and beyond what Festool offers with their fixed pricing tools. [member=60149]Sky[/member] I hope you continue to do business with Bob, this is an out of pocket expense that he gives to his customers and it's just one more reason why I continue to go to him with purchases.

 

[Kev]

I dunno, I feel coming to a site with only 2 post under ones belt, bad mouthing a well respected dealer who I have used and have received nothing but good service from over a couple of manuals that are readily available on line is a bit over the top.

Yes Bob told you he'd provide them. I feel your frustration, But I feel posting on a public website rather then giving him a call and let him handle it (yes you asked him 4 times) is not the way to handle this.

Personally Id expect this level of outrage over damaged tools being received, missing tools from repeated deliveries etc.

You aren't the only one who works hard for their living. I don't think their is person here who is born with a silver spoon  (other then Kev and we all know how spoiled he is).

But this is way over the top IMO.

[member=10147]jobsworth[/member]

OUCH - I'll have you know that I'm lying on my back feeding myself grapes at the moment with absolutely no assistance [eek]

 

[sancho57]

Wow Im sorry I had the wrong impression of you buddy, I see you gave the babes that fan you the day off. Did you give the wine and food tasters the day off to? [cool]