Does Festool parts still use the Pony Express?

[afish]

Little disappointed with Festool on the parts end. 

1. First no online ordering. Ah, Hello Festool what year is this??
2. I didn't receive any type of order confirmation or tracking info. 
3. Its been 8 business days and almost 2 weeks and still no parts.. If I was doing this professionally and need my tools to make a living this would totally unacceptable.  It looks like Festool parts still ships via horseback.  Perhaps its some new environmental initiative. 

I will say the lady on the phone was nice but dang. there is no way it should take almost 2 weeks to get a package from Festool to Florida.  I even confirmed it was in stock so I know thats not the issue.

Festool, I hope you are listening. When a tool goes down its extremely inconvenient not to have it plus having it torn apart and taking up space.  Many people rely on these tools to earn a living and make money to support a family and buy more Festools.  Your parts ordering needs help.   

 

[squall_line]

I contacted FUSA about the missing base for the KAL II Set that I ordered from Recon.  They acknowledged/replied on Friday, Jan 14 but did not actually ship the part until Wednesday, January 19.  I'm in Iowa, so I received it on the 21st.

The fact that they responded to my e-mail is pretty rare; usually they just ship the missing piece and it shows up a week later.

If I didn't have a MyUPS account, I would almost never know when anything from Festool was going out the door from them to me, unfortunately.

 

[tsmi243]

Conturo still busted, eh?  [big grin]

I realize this doesn't help you now, but mmtoolparts.com has been pretty great to work with.  I haven't checked around for pricing, but I've never been insulted by their quotes.  They even once noticed that I'd redundantly ordered something (one part was included in the assy of the other one on the ticket) and asked if I wanted to cancel it.  That's pretty sharp. 

 

[afish]

yes and in pieces all over the bench.  Thankfully, it not holding anything up but still annoying.  If I was a producing shop it would be a real issue and would need to think hard if this is how long festool parts take.  If you depend on tools for work you cant be waiting 1.5-2 weeks for in stock parts. Plus no idea if or when it will come.  The whole process is a bit archaic sitting here in 2022 

 

[DynaGlide]

yes and in pieces all over the bench.  Thankfully, it not holding anything up but still annoying.  If I was a producing shop it would be a real issue and would need to think hard if this is how long festool parts take.  If you depend on tools for work you cant be waiting 1.5-2 weeks for in stock parts. Plus no idea if or when it will come.  The whole process is a bit archaic sitting here in 2022

That's nothing. I wanted some fittings to convert my Vac Sys heads to quick connect using the same parts as Festool but from the original supplier to save money. The supplier, Prevost, is French based and has a USA operation. A month ago I was able to order what I wanted through their distributor. 2 weeks ago I find out the USA branch still hasn't figured out how to put the parts in their system. I still don't know if they've done this simple task.

My materials supplier for plywood, hardwoods, etc shut down their online ordering. Everything has to be done by phone. They do not post any supplies list. You have to call them, tell them what you want, and they quote you via e-mail then you confirm and it shows up the next day. But if you guess wrong, you have to ask again. Example: I want Prefinished 2 sides Maple B2 Ply. Them: We don't stock that. Okay, how about Prefinished 1 side 3/4 C1 Ply. Them: Okay, we have 4 sheets of that. Me: Alright, I need 1x3 Cherry 100'. Them: We only have 75' currently. It's this horrible game of Go Fish that I have to live with if I want to get anything in my area as they're the only company that would agree to deal with a consumer and not a business.

Matt

 

[Cheese]

Just a quick explanation here...like Matt, I also decided to convert my Vac Sys heads to quick disconnect. The only difference is I ordered my parts from Festool directly.

Festool customer service people are all working from home while the people that actually pull, box & mail the parts are still working at the factory. Consequently, there is a bit of delay between ordering and shipping. And if there are any questions/issues along the way, any correspondence that must take place has to be done through phone calls or emails rather than a quick "poke your head in the office and ask a question".

Normally I'd have received the parts I ordered within 6-7 days, this time it took 12 days.