Buying my first Festool product

[timbo]

I've ordered my first Festool, a Midi dust extractor, after reading a lot of positive reviews here. Unfortunately the experience has not been good. The shop has been less than helpfull, after taking my money (this was purchased by phone from an Festool distributor here in France), I've e-mailed Festool France three times over the last two weeks without a reply, and e-mailed Festool in Germany last week and still no reply.
Here"s the text of my e-mail to Festool HQ;

Guter Nachmittag, entschuldige mich ich f?r das Schreiben auf englisch, aber ich spreche nicht Deutsches.

I hope that you can help me , I ordered a Ctl Midi from a distributor in France on the Fourth of May. After debiting my card they told me that there would be a delay of ten days,which I accepted. Ten days later I phoned them to find out the progress of my order and recieved no reply. I e-mailed Festool France to see if there was a problem of stock, and received no reply. After a few days ***** *** e- mailed promising delivery today, when it did not arrive my wife phoned to find out if there was a delay only to be told that there was another ten days delay.The person at ***** ***, Mr ******* thought that this was very funny.
Perhaps you could tell me
1 Is there a problem of stock on this item?
2 Should i be worried that my money has gone?
3 Is this how Festool usually treats their customers?

I realise that this is not one of your most expensive tools, but it is a big investment for me, and my first Festool purchase, I shall be buying a domino next, needless to say it will not be from **** ***.

Details of my order

CTL MIDI WITH ACCESSORY KIT
SET OF  SACKS

Danke f?r Ihre Hilfe

After living in France for seveal years ( my wife is French) I am used to a loose interpretation of "customer service", but the lack of response from Festool suprised me. All I want to know is if there is a problem of stock, and when (if) I can expect delivery, it has now been four weeks.

Does any one have ay advice for what to do next? I'm sure I will be happy with it when it does arrive, but I was expectig a positive experience from buying a premium product.

Thanks for any help

Tim

 

[justinmcf]

hi timbo, welcome to the forum.
sorry to hear about your problem.
not a good way to start off with festool, i hope you get the problem resolved quickly.

i have never bought power tools online myself, i always like to see the dealers face to face.
i find i can get a bargain most times by having a conversation with them.

is it normal to buy tools online in france?

regards, jusitn.

 

[jonny round boy]

We have a fairly active member on here who's also living in France (I think it's Richard Selwyn - apologies to him if it's not!).

Parhaps he could offer some advice/assistance on dealing with Festool France. From what I remember of his posts, yours may not be a unique problem...

I'm sure he'll be along shortly.

 

[AlexThePalex]

I had more or less the same experience here in Holland ordering sand paper from Festool. Initially I was told it would take 5 days, but it ended up taking 3 1/2 weeks. I ordered some small 5 piece packages to try out different types, but they delivered 10 piece packs and the dealer expected me to pay for double of what I ordered. And it was the second time this happened. Heard similar stories from other people here where I live..

I'm a little put off with ordering stuff from Festool.

I would never buy power tools online though, and certainly not with advance payment. If I buy a machine, I want to plug it in at the seller and feel and hear how it runs.

 

[timbo]

Thanks for the replies, I normally buy tools on line from the UK, usually Bosch blue range , they are usually a lot cheaper ( -50%) than either a dealer or online in France, and are always delivered within a week. I nearly ordered this from the UK, but the price difference was not great, and I thought I would not have a problem as it was from an authorised dealer.

 

[dirtydeeds]

methinks that festool need to look at their US and German customer service very carefully

and then apply it VERY RAPIDLY to the rest of the world

outside the US and Germany customer service  seems to be lacking

"seems to be lacking" ................ that is english understatement for "totally crap"

 

[timbo]

Latest update, Festool Germany have e-mailed me, i'm keeping my fingers crossed for delivery at the end of the week.

 

[Enrico74]

Timbo,

I also live in France and found good local dealers (click on "Distributeurs" on the Festool France page to look for someone that's close to your home).
If you prefer to buy online and want good service as well as better prices, I suggest that you give Kisling a try (http://www.kisling-gmbh.de/).
Though their website is german only, they can communicate in French or English by mail.

Hope you'll get your Midi soon.

Thomas

 

[dave t]

Hi All,

Another Brit in France, and apparently we don't get lucky with Festool France. I had a terrible time with a Kapex problem.

I won't be buying any more green stuff , they really pis**d in my chips !!

Cheers.

 

[MCASE]

Timbo, if your still doing business with Festool buy your domino over the counter if at all possible.     I would further suggest getting the kit with the systaner and acccesories.   Also get your various bits and dominos at the same time.  Your going to want play with your new toy when you get home.    

 

[timbo]

Shock update.... it arrived this afternoon , sadly I am so tired of waiting for it that i can't be bothered to open it.

Also the accessory kit which was supposed to be supplierd with it is not there.

I still hope to get a Domino next, but will, as sggested only part with my money when I have it in my hands.

Thanks for all your comments,

Tim

 

[Deke]

"seems to be lacking" ................ that is english understatement for "totally crap"

I've noticed this with the Brits and I think it's great. "It's not very brilliant is it?" was what a Brit said to us about a piece of software that was, in fact, total crap!