Has anyone else had this problem. Worst customer service I have ever encountered. My CT Midi doesn't work correctly. Whether I turn the vacuum switch to manual or auto the vacuum turns on right away. Since it is out of warranty they said to send it in. they would not diagnose problem or even give me a hint. I live in Hawaii and would have to send it by air to Indiana and back (probably cost more than to buy a new tool. So I ordered every part, (plug, switch and circuit board). Hooked it up using their diagram and nothing changed, still doesn't work properly. Called them up and no one would help, just told me to send it in and pay them a $1/minute and they would let me know how much the repair will cost. I thought when I bought this high priced tool, thinking that with the high price it would have great customer service. I was wrong. I will never buy another Festool again. I hope someone else sees this post before Festool deletes it.
Customer Service
- Thread starter vpilolla
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luvmytoolz
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Not taking either side but why would you expect them to diagnose an issue over the phone?
In their place I certainly wouldn't when they'll be held responsible if it's not repaired to the clients satisfaction, the only way they protect their reputation and look after the client properly is for their trained techs to actually get their hands on and test it.
If it's a well known issue with a specific use case fault, then they'd probably say "we think it might be this", but I'd still expect they'd want to see it to confirm.
Never in my life have I had to have something repaired that wasn't an obvious fault (like a burnt out control board in my sander), that the manufacturer said "don't worry about sending it in, maybe try this"!
In their place I certainly wouldn't when they'll be held responsible if it's not repaired to the clients satisfaction, the only way they protect their reputation and look after the client properly is for their trained techs to actually get their hands on and test it.
If it's a well known issue with a specific use case fault, then they'd probably say "we think it might be this", but I'd still expect they'd want to see it to confirm.
Never in my life have I had to have something repaired that wasn't an obvious fault (like a burnt out control board in my sander), that the manufacturer said "don't worry about sending it in, maybe try this"!
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Sorry to read your disappointment. Festool doesn't make it a practice to delete posts here. Regarding your wish to have someone diagnose your issue without seeing the tool in person - well, as tools get more complicated and more electronics are involved, I suspect that needing to see the tool in person will become even more of the norm.
Peter
Peter
I can see where you're coming from and feel your frustration. Brands don't matter here as my local tool shops won't entertain my requests for diagnosis over the phone either. As an owner of various Festool tools, I, too, worry about any of them breaking down since the repair bills will be a big question mark before they get into the Festool shop.
If free repairs are desired and comparable tools are available, Ridgid is the brand to go for. Once registered, life-time warranty is provided. The only cost to the owner is time spent on trips made the designated repair shop.
If free repairs are desired and comparable tools are available, Ridgid is the brand to go for. Once registered, life-time warranty is provided. The only cost to the owner is time spent on trips made the designated repair shop.
squall_line
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ChuckS said:
By the same token, in the era of social media and web forums, it's never been easier to get recommendations and diagnoses for free. Sometimes you get what you pay for, but the collective experience of hundreds or thousands of individuals can help narrow down a "common, but not THAT common" fault within a few messages back and forth. Even quicker with pictures and/or video.
I was not expecting them to diagnose the problem over the phone, but after I changed every single part between the cord that plugs into the wall and the actual vacuum and the same problem still occurs, I expected them to at least say " There is another part that is in the chain that you can't see"! I actually replaced with brand new Festool parts that they sold me every part from the main power bus to the vacuum motor. I thought they would at least say "well send in the new parts and we will test them to make sure we didn't send you bad parts. I am not an idiot. If I am trying to cut with a saw and when I pull the trigger and it doesn't start I would check to make sure the is plugged in, the cord from the tool to the outlet is not cut, the circuit breaker in not blown, another tool that is plugged into the same outlet works. I would not check to see if the blade was sharp.
I have called Porter-Cable in the past and they have been very helpful and have suggested all of the parts that could be bad. If it was only one or two I would replace them. If it was multiple parts, I would bring it in to be repaired, but P/C had a flat rate repair. Everything that was wrong was repaired for $69 - $99 parts and labor depending the year. They also would clean the tool, replace all of the plastic gears with metal, replace the cord with a longer one. You basically got a brand new tool that would then work for another 20 years. Don't think they do that anymore now that DeWalt bought them.
I have called Porter-Cable in the past and they have been very helpful and have suggested all of the parts that could be bad. If it was only one or two I would replace them. If it was multiple parts, I would bring it in to be repaired, but P/C had a flat rate repair. Everything that was wrong was repaired for $69 - $99 parts and labor depending the year. They also would clean the tool, replace all of the plastic gears with metal, replace the cord with a longer one. You basically got a brand new tool that would then work for another 20 years. Don't think they do that anymore now that DeWalt bought them.
Cheese
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That's unfortunate you had a bad experience with Festool Service...
But by the same token, would you call your local service station to diagnose an automobile issue over the phone and ask them for the replacement parts you should order from NAPA? That's one hot mess that will go nowhere but lead to frustration on your part and probably a non-functional automobile....your present situation.
Is there a Festool service center in Hawaii or in California?
As far as the Porter Cable thing goes, I have several pieces of their equipment and if anything goes toes-up...I'm stuffed because they no longer exist. That's reality. [smile]
So that $69-$99 price fixe doesn't buy me squat. It's just old news and time to trash the tools unless I decide to soldier on like a Neanderthal and fabricate my own parts.
By the way... [welcome] to the FOG. [big grin]
Don't be a stranger. [smile],,
You can complain to your heart's content and Festool corporate won't edit your post...Lord knows i should have been banned long ago with some of my posts. [smile]
But by the same token, would you call your local service station to diagnose an automobile issue over the phone and ask them for the replacement parts you should order from NAPA? That's one hot mess that will go nowhere but lead to frustration on your part and probably a non-functional automobile....your present situation.
Is there a Festool service center in Hawaii or in California?
As far as the Porter Cable thing goes, I have several pieces of their equipment and if anything goes toes-up...I'm stuffed because they no longer exist. That's reality. [smile]
So that $69-$99 price fixe doesn't buy me squat. It's just old news and time to trash the tools unless I decide to soldier on like a Neanderthal and fabricate my own parts.
By the way... [welcome] to the FOG. [big grin]
Don't be a stranger. [smile],,
You can complain to your heart's content and Festool corporate won't edit your post...Lord knows i should have been banned long ago with some of my posts. [smile]
woodbutcherbower
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Tool failure/breakdown is something none of us want, and I genuinely feel your pain. I can only echo the comments made by other contributors, though. FWIW, I also believe that service departments are doing exactly the right thing by not guessing what’s possibly wrong, without having the stripped-down tool on the bench in front of them. If they did guess at it, saying ‘it’s probably just a loose connection’ - they’re immediately setting up a hacked-off customer who now expects a cheap, quick repair. If the cost of your repair/shipping/hassle is going to be too high, the decision to be made is either a bunch of money thrown at an old tool, or a bit more thrown at a new one. I’ve actually made up that difference in the past by selling the broken tool for parts on eBay.
Hope you get fixed up.
Kevin
Hope you get fixed up.
Kevin
Crazyraceguy
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I know that Hawaii is a bit of an anomaly, much like Alaska. Everything costs more there, mostly because of shipping, but I find it hard to believe that they don't have an "authorized" repair center at the dealer level.
Even if it was still under warranty, I can't see them eating the shipping charges (both ways) to get it back to Indiana? when it could be done locally.
Even if it was still under warranty, I can't see them eating the shipping charges (both ways) to get it back to Indiana? when it could be done locally.
HighlandMarine
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vpilolla said:
Was the plug on the front of the vacuum changed out? How about the wiring between the auxiliary outlet and the switch?
slavi.yordanov
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I have a plumbing company and I diagnose issues over the phone allll the time. It's hard to believe that their service technicians don't know the most common issues of each tool (they don't make that many tools). So I won't be happy either if I have to send a tool all the way from Hawaii to Indiana, just to get a repair price (that most likely will be high and not worth fixing the tool).
I was actually thinking to start a thread about Festool's "incredible" warranty. It actually sucks. No service centers in different states, so everything needs to be shipped back and forth. They give 3 year warranty, Milwaukee gives 5 years. And don't tell me how it also includes wear and tear, because I have brought multiple sawzalls, drenched in water pretty often (not a normal wear and tear) and never been denied warranty by Milwaukee. All they ask for is the serial number to be readable. They don't ask for registration or receipt like Festool does. To be fair it usually gets them longer to return the tool, but a lot of times they would just give you a new tool.
I had to send a C18 once to Festool, when returned to me it was making a screeching sound, but I couldn't be bother sending it again so I sold it as is. A month after the 90 degree chuck fell apart and I have sent that. They asked for invoice, which I emailed but I never got anything back from them. I guess I should have followed up...
I'm not trying to bash Festool, but it gets kind of annoying when they are promoting this "incredible" warranty every chance they get, when in reality it's really not that great. I have an OSC18 made in 2019 that won't start anymore. If it was a Milwaukee, I would get it fixed for free [wink]
And when buying used Festool do you even get any warranty, if the original owner didn't register it?
I was actually thinking to start a thread about Festool's "incredible" warranty. It actually sucks. No service centers in different states, so everything needs to be shipped back and forth. They give 3 year warranty, Milwaukee gives 5 years. And don't tell me how it also includes wear and tear, because I have brought multiple sawzalls, drenched in water pretty often (not a normal wear and tear) and never been denied warranty by Milwaukee. All they ask for is the serial number to be readable. They don't ask for registration or receipt like Festool does. To be fair it usually gets them longer to return the tool, but a lot of times they would just give you a new tool.
I had to send a C18 once to Festool, when returned to me it was making a screeching sound, but I couldn't be bother sending it again so I sold it as is. A month after the 90 degree chuck fell apart and I have sent that. They asked for invoice, which I emailed but I never got anything back from them. I guess I should have followed up...
I'm not trying to bash Festool, but it gets kind of annoying when they are promoting this "incredible" warranty every chance they get, when in reality it's really not that great. I have an OSC18 made in 2019 that won't start anymore. If it was a Milwaukee, I would get it fixed for free [wink]
And when buying used Festool do you even get any warranty, if the original owner didn't register it?
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slavi.yordanov said:
Festool warranties transfer with the tool, however if the tool was never registered and if there isn't an original proof of purchase receipt, then all they can go by is the manufacture date of the tool to establish the start of the warranty period.
I'm glad that you feel comfortable diagnosing and giving repair advice over the phone. Once your company grows as large as a company such as Festool your company's attorneys and your insurance carriers' will have already offered you the professional advice to only do that for internal use and to cease giving the public that advice.
Respectfully,
Peter
Giving and receiving advice over the phone, partly thanks to the pandemic, is now a widely accepted medical practice in Canada. I've seen my family doc only once over the past three plus years, but we have talked several times for medical consultations, each time lasting 5 minutes or less. I love that -- no more driving, parking and waiting for my turn in the consultation room.
But machines can't talk and answer questions. Some machine issues may be diagnosed and solved over the phone, but things involving electronics are a tough call.
But machines can't talk and answer questions. Some machine issues may be diagnosed and solved over the phone, but things involving electronics are a tough call.
Cheese said:
Not true, at least for pneumatic tools in the US, as Dewalt bought them and they service Porter Cable. Had a mid-90's framing nailer repaired by them last summer. I would have just bought a new one, but none compare to the build quality this nailer and price was not a consideration. I just checked and the pneumatics are still there. I did not look for other PC tools. Link is:
https://www.toolservicenet.com/dewalt/en
Ignore the Dewalt badging on the pages and just enter your model number.
