Can't contact service

[davebullis]

I’m wondering if Festool service is as bad as it seems or if I’m doing something wrong.  Last spring my DF500 stopped working with the switch stuck in the on position.  The switch moved normally but the tool stayed on.  I tried to call Festool service but all I got was vmail.  After two days I gave up, filled out a service order and sent it in. I tried to call to check the status but never got a live person.  Happily I got it back “repaired” about 2 ½ weeks later.

Two months and a few hours of operation later it’s doing the same thing.  I called service but only get vmail.  I left four messages today and finally got a call back about 15 minuets before their quitting time.  I missed the call but immediately called back --- vmail.  I can’t afford to keep sending this back, especially if it not really being serviced.  I need to talk to a live person, but it doesn’t seem possible.  I’m a one man shop and can’t sit be the phone waiting for a call back.  What can I do?

 

[TylerC]

Please send me a PM with your name and phone number, and I'll have someone call you tomorrow. There are usually two guys on the phone. Most of the time, if you're sent to voicemail, they're both on the other line. I apologize that it took a while for them to return your message. If there's a preferred time for them to call tomorrow, please leave that in your PM as well.

 

[ear3]

I know service has come in for a lot of grief recently, so I'll just say that my experiences have been almost uniformly positive with them.  Still, it's worth pointing out that one of the advantages of purchasing regularly from an authorized Festool dealer, especially a brick and mortar one, is that they can act as your go-between and advocate with service.  Whenever I've had a tool issue that required sending off the machine, I just dropped it off with my local dealer [member=60827]internet[member=1752]acetool[/member].com[/member] and they take care of everything.

 

[rljatl]

I know service has come in for a lot of grief recently, so I'll just say that my experiences have been almost uniformly positive with them.  Still, it's worth pointing out that one of the advantages of purchasing regularly from an authorized Festool dealer, especially a brick and mortar one, is that they can act as your go-between and advocate with service.  Whenever I've had a tool issue that required sending off the machine, I just dropped it off with my local dealer [member=60827]internet[member=1752]acetool[/member].com[/member] and they take care of everything.

I've never heard of that down here in the Southeast with any Festool dealer doing that.  Maybe your experience is the exception rather than the rule?

 

[sancho57]

My B&M will check the tool out to be sure if its not operator error, then advise me o send to festool service or if a quick little adj they might do it there or tell me how to do it the adj.

Thats why I go to a B&M and not online if I can help it.