your dealers make you prepay for tools they do not have in stock ? That stinks. Mine never does that. He even gave me a loner domino while mines in for repair after 6 or 7 years of use. The domino parts are back ordered so The loner is a life saver.
Dealer fast one
- Thread starter Foghat
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glass1 said:
Yes, it is a small store and they want to make sure they are not stuck with one of a kind merchandise that might not be able to be sold. They also charge a restocking fee for returned items. Since this is disclosed upfront, I have the option to go elsewhere but there are limited choices for purchasing Fetsool products. On the plus side the dealer does offer special discounts on many items and honors online prices or sale prices for 30 days.
I know I can order online, but I believe we should support the local stores and their employees as small business people our business is local and unless you support your local businesses and neighbors they cannot support you.
sancho57
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Hey shawn,Shawn said:
Maybe you should give the guy something like a 50 pack of blades etc for the Carvex for his trouble.
I think he deserves something extra . I know my dealer in the states and over here definitely would make it right for him.
sancho57
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If my local dealer didnt treat me the way I think I should be Id take my business elsewhere to.Throwback7r said:
However Ive been fortunate to have some great dealers in the states and here. But also as I already said, in another post. I did have a bad experience at a national chain store in the states and I will never darken their doors again.
It's here! [smile] Yesterday I got a call from one of the employees at Atlas letting me know that my Carvex had arrived. I said I was glad to hear it after a one month wait, and I'd be in to pick it up yesterday or today. "The sooner the better," he said.
So this morning I went and picked up my Carvex.
During the waiting period, after my first post, I received a call from the manager, Shawn Ederman, who asked for clarification of the incidents and apologized on behalf of the company. We had a good discussion of the situation, their policies, Festool policies, and what had happened. I appreciate his getting back to me and speaking with me.
I also received a call from the employee who had "misrepresented" things, to personally apologize for his actions. I also appreciate that he made an effort to do that.
Turns out when I opened the box, the manual was covering the handle. Got the wrong model. Back I go.
So this morning I went and picked up my Carvex.
During the waiting period, after my first post, I received a call from the manager, Shawn Ederman, who asked for clarification of the incidents and apologized on behalf of the company. We had a good discussion of the situation, their policies, Festool policies, and what had happened. I appreciate his getting back to me and speaking with me.
I also received a call from the employee who had "misrepresented" things, to personally apologize for his actions. I also appreciate that he made an effort to do that.
Turns out when I opened the box, the manual was covering the handle. Got the wrong model. Back I go.
sancho57
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Did they kick ya anything extra for the frustration ya had to go through?
I usually asked a dealer how are they gonna make it right.
In this case it was a employee mess up/ deception
Employee probably apologized b/c he wanted to keep his job.
now it appears they messed your order up once again.
Yea they'd have to jump through hoops to make me happy.
Call me tainted but I like to go to a place to buy something once.
Not be given the "bizness" by a employee, then after that not get the order right.
If they wanted to keep getting my money, they'd have to make it up to me.
Prime example, recently I emailed a dealer who posts alot here here asking a question.
I got a quick reply saying someone (cant remember the name) will get back to me.
Well its been about 5-7 days no reply to a simple question.
They just lost my money for that purchase which wasnt much only about $100 bucks but also lost any future purchases.
I do tend to buy alot of tools and accessories.
I feel there is someone out there who wants my $$$.
They'll do something like answer a question in a reasonable amount of time( same day or a day or 2 later).
Remember you can get the same stuff anywhere.
Lots of dealers out there, they dont do it for free.
They do it to earn money.
Customer service is what I pay for, why I give them my $$$ rather then go to another dealer a mile farther down to road.
Your money talks.
I usually asked a dealer how are they gonna make it right.
In this case it was a employee mess up/ deception
Employee probably apologized b/c he wanted to keep his job.
now it appears they messed your order up once again.
Yea they'd have to jump through hoops to make me happy.
Call me tainted but I like to go to a place to buy something once.
Not be given the "bizness" by a employee, then after that not get the order right.
If they wanted to keep getting my money, they'd have to make it up to me.
Prime example, recently I emailed a dealer who posts alot here here asking a question.
I got a quick reply saying someone (cant remember the name) will get back to me.
Well its been about 5-7 days no reply to a simple question.
They just lost my money for that purchase which wasnt much only about $100 bucks but also lost any future purchases.
I do tend to buy alot of tools and accessories.
I feel there is someone out there who wants my $$$.
They'll do something like answer a question in a reasonable amount of time( same day or a day or 2 later).
Remember you can get the same stuff anywhere.
Lots of dealers out there, they dont do it for free.
They do it to earn money.
Customer service is what I pay for, why I give them my $$$ rather then go to another dealer a mile farther down to road.
Your money talks.
Jobsworth,
I agree, especially when spending this kind of money, that customer service is very important. As a matter of fact, everyone deserves good customer service, regardless of how much they are spending. You may be getting a screwdriver today, but if service is good, that will keep you going back, and influence your decision when you're going in to spend more, or need more tools, like buying Festools. That's when having a good sales person to explain the details and features of a product are helpful. Several of my purchases there were influenced by discussing projects I had coming up, and the sales person suggesting which Festools may make it better and more efficient, and why; and they suggested ways to improve the project with certain techniques. That is what lead me to replace a tool I had with a new one, and I'm glad I did. Better tool, more accurate and easier to use, and their ideas for techniques also helped. You don't get that on line.
Having worked in a family business myself for many years, customer service and the relationships you build with customers are the things which make it rewarding to do business, and serve the community with your business. And as a customer, if that relationship exists, I'd rather help the small family business keep going and creating jobs, vs the big box mentality, where for a few bucks less, I'm serving their shareholders, and they're just filling orders at minimum wage. But that's another discussion.
Shawn got my Carvex out, the right one, and he also showed me the accessories that work with it and some of the other Festool products that he liked and uses, and how they are different from the average product out there.
And yes, he did give me a blade pack as a goodwill gesture. Something I don't think would have happened at a big box. Yes, this particular transaction had a number of missteps in the process, and I hope that their sales staff has a meeting about it to see what happened, what should change, and they all improve their service as a result. I appreciate Shawn's personal attention to clearing things up.
So now, we move on.
And I get to play with the Carvex. A great looking machine, what ever model you get.
I agree, especially when spending this kind of money, that customer service is very important. As a matter of fact, everyone deserves good customer service, regardless of how much they are spending. You may be getting a screwdriver today, but if service is good, that will keep you going back, and influence your decision when you're going in to spend more, or need more tools, like buying Festools. That's when having a good sales person to explain the details and features of a product are helpful. Several of my purchases there were influenced by discussing projects I had coming up, and the sales person suggesting which Festools may make it better and more efficient, and why; and they suggested ways to improve the project with certain techniques. That is what lead me to replace a tool I had with a new one, and I'm glad I did. Better tool, more accurate and easier to use, and their ideas for techniques also helped. You don't get that on line.
Having worked in a family business myself for many years, customer service and the relationships you build with customers are the things which make it rewarding to do business, and serve the community with your business. And as a customer, if that relationship exists, I'd rather help the small family business keep going and creating jobs, vs the big box mentality, where for a few bucks less, I'm serving their shareholders, and they're just filling orders at minimum wage. But that's another discussion.
Shawn got my Carvex out, the right one, and he also showed me the accessories that work with it and some of the other Festool products that he liked and uses, and how they are different from the average product out there.
And yes, he did give me a blade pack as a goodwill gesture. Something I don't think would have happened at a big box. Yes, this particular transaction had a number of missteps in the process, and I hope that their sales staff has a meeting about it to see what happened, what should change, and they all improve their service as a result. I appreciate Shawn's personal attention to clearing things up.
So now, we move on.
And I get to play with the Carvex. A great looking machine, what ever model you get.
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