Festool - an excellent company again

[donwon]

I had an Ras 115 sander that was starting to leak oil on the top push button. After posting here about the problem (thanks everyone for the quick feedback) I had to send it in for repair.

Service contacted me and said there was a recall due to CSA standards. Within 3 days he told me that festool would replace the sander due to this.  I received the new sander today and have to say that I am very impressed with festool. This was the easiest transaction and the fact that festool honoured this recall even after it being years after the recall is amazing.

This is just another reason to buy festool as their warranty and customer service is second to none  A big thanks to Claude in the Ottawa service centre as well!

 

[AlexThePalex]

While you receive a completely new sander I don't even get to return €8 of brand new and unused spare parts which I ordered double because of the incredible vagueness of their Ekat system.

No, Festool service is not super good, it is erratic as heck.

You only got a new sander because there was a legal obligation to recall the sander.

 

[rizzoa13]

Erratic is right. Kind of like the guy who bought a used out of warranty kapex, the motor died and he sent it in and got the whole repair covered for free. On the other hand I sent mine in a month before him and had a 500$ bill for the same thing. Best part was when he posted it I responded how it didn't seem fair and was completely ignored. Doesn't sound excellent to me.

 

[Kev]

Funny thing about customer service .. either consistently good or consistently average is far better than inconsistent in the eye son the consumer. Go figure [blink] [big grin]

 

[peter halle]

In this case the replacement was due to the RECALL which would have prevented Festool from making the repairs.  They could not have repaired and returned it if the recall called for capturing the tool.  Luckily for the poster the RAS has been certified now to comply with Canadian laws - otherwise the story might have been different.

A little different scenario than what others are posting about in this thread.

Peter

 

[rizzoa13]

Very true Peter they are different circumstances. I only brought it up because the thread name implies that Festool as a whole is an excellent company again in regards to customer service. I've recently had a contrasting experience and by being blatantly ignored in the last thread it's left a nasty taste in my mouth.

 

[donwon]

I understand that this was a recall and a legal situation that festool had to respond to.  If there was no recall, I knew that I would have paid for the repair .. I expected that or would not have sent in the sander!  I am not boosting but had to set the context for my post. 

My point to this whole post, and sorry for not being more clear, is that it could have been much more difficult than it was.  Claude in Ottawa, Ontario was excellent with timeliness of his responses and his help to ensure that this was easy along with the people at Festool USA to call and request information. I have had to send one other festool tool for repair and Claude was again quick and professional.

Sorry to hear that others have not had the same experience with customer service as myself.  However, when people go out of their way to provide customer service, I always think it is worth noting and showing appreciation, which was the intent of my post.