Customer Service Response

[Rocky]

Received TS75 on 4/12/12 and the 75mm Guide Rail was not with it.  Notified customer service as soon as I unpacked everything and haven't received a response yet.  Order #1175092 was over $2000.  Is this quality customer service?

 

[Administrator_JSVN]

Rocky, sorry to hear about the incident. I can understand your frustration.

Festool does not sell direct, so the only thing I can offer to do is facilitate getting the dealer to correct the problem promptly. It would probably be best if you email me with the name and location of your dealer.

Thanks,
Shane Holland
Festool USA

 

[AlexThePalex]

Received TS75 on 4/12/12 and the 75mm Guide Rail was not with it.  Notified customer service as soon as I unpacked everything and haven't received a response yet.  Order #1175092 was over $2000.  Is this quality customer service?

Hi Rocky, sorry to hear this. But about what kind of timeframe are we talking about here and in what way did you contact your dealer?

 

[Rocky]

The order was placed through a CPO and from the tracking info it came out of Athens GA. I also sent them an email today and no reply.

 

[Administrator_JSVN]

Myself and/or the Festool account rep for CPO will be in touch with you tomorrow with a follow up after contacting CPO to assist with getting this resolved. Again, sorry for the frustration and missing guide rail.

Shane

 

[jacko9]

Where else can you get a response this quick?  Nowhere in my long experience and that's the reason I but Festool.