Festool Customer Service is the Greatest? What other companies have great service?

[festnoob]

I have consistently experienced the greatest customer service from Festool. They have come through regardless of the situation and regardless of customer frustration. What's your take? Is there one better?

 

[mouppe]

Lee valley, nuts and bolts in the uk, lie Nielsen, are all good. I find the US is unbeatable for customer service.

For public entities, you can't beat the Canadians though. The US is the absolute worst.

 

[Sean7a]

Uline, the packaging company.  My, oh my.  Pick up in a ring, know your name, take extensive notes regarding every case and empower their employees to take action.  NO waiting ever.  It's such a pleasure to do business with them.

 

[Peter Durand]

Seeing the last 3 replies I would like to see a new thread called something like "along with festool, the great companies you have dealt with".

Or something like that. It is always good to have recommendations when seeking to do business with a proud customer focus.

Cheers,
Peter

 

[Administrator_JSVN]

Rather than start a new thread, I changed the title of this one. Feel free to talk about other companies that provide exceptional service, as well as you experiences with Festool customer service. Be sure to say nice things about your interaction with me.  [tongue]

 

[andy5405]

Be sure to say nice things about your interaction with me.  [tongue]

Well I would have to start by saying I'm not sure about the hat and the jury is out on the shades.

However I am always amazed and impressed at the efforts you go to to resolve problems for the non USA members. I can understand a Festool USA employee helping out with problems for USA customers. It's simple business sense and if I was to put my really cynical hat on I could apply that logic to any Festool problems that are discussed on here regardless of the country of origin. However that would be grossly unfair and your frequent interventions in solving problems for Festool users on a global basis is worthy of praise. 

 

[Bigchasbroon]

I don't doubt festools good service I've never had a problem that required their intervention, but some of the dealers are not great. Their product knowledge could be much better. I've bought 5 machines from my dealer yet the last item I wanted to buy was a drill and I got no help from them in fact I got the impression they thought I wasn't serious so I came here got the advice made the decision bought online and saved £130.

I've been impressed with Apple. My daughter spilled nail varnish on her phone and the mic stopped working she took it into the apple shop and they replaced it. She said but I spilled nail varnish on it but they were like no it's okay we don't think that's what caused the problem. She had bought the phone from a vodafone shop too not directly from Apple. I've never had a warranty repair on a mobile phone, other than Apple, they usually try every trick to wriggle out.

 

[PA floor guy]

I agree 10000%.  Festool service is just unreal.  Shane is truly special at his position.  I made a trip to my rockler store today and was lucky enough to run into the main festool rep who was passing through.  I had a festool hat on. (thanks Shane) so he approached me and asked all kinds of questions.  When I told him that I am a fanatic and own 95% of the festool lineup, he really started asking questions.  He filled me in on some upcoming news in the festool world.  I can't think of his name right now, but he is from headquarters and knows Shane well. 

 

[rnt80]

I am continually impressed with Festool's customer service…I guess Shane is a part of that .  The only other company that I've had such luck with is Akeda.  I bought their dovetail jig years ago and had a couple of issues early on.  I was called by the owner of the company who was insistent upon getting the issue fixed  no matter what it took.

 

[peter halle]

Of course as I write this I know that anyone reading this will think that I am biased but I will continue none-the-less.  Those who have visited Festool USA probably will have seen this, but those are in the minority.

Festool USA is a very lean company that is highly efficient.  The number of behind the scenes employees is far less than I would have ever imagined.  The service department is staffed by highly trained individuals and this allows them to operate efficiently with less employees and less space.  But they have the specialized tools and the training to get the stuff in and out quickly.

Along the lines of answering questions from those who call, they have several individuals who are trained and cross trained to help out.  Can there be times when a message has to be left and follow up necessary - absolutely.  But from my experience and from I've read here time and time again they try to return calls and emails as quickly as possible.

They also were quick in recognizing the fact that the social media aspect - including the FOG - could be a customer service tool - that would not replace the normal official channels but could supplemental and with time and effort could be an invaluable tool.

Festool USA has high standards.  Their employees have to meet their standards.  Potential hires are highly evaluated.  Employees are treated well and suggestions are welcomed.

I am amazed by what they do and how they do it.

Peter

 

[TelcoRandy]

I only emailed Festool customer service once and they were able to tell me what I wanted to know in a satisfactory timeline. I've never given them an opportunity to go above and beyond so I can't attest to how great they are, I get most of my help by readings forum posts here.

I am however very impressed with how involved Shane is with this community forum. He's online at all hours assisting a lot of us here, Festools are definitely more than just a job to him. I'm always appreciative of anyone that is passionate about what they do, it seems that diligence is becoming rare these days.

Regarding RL's comment about Lee Valley. I have had bad service at Lee Valley here in Winnipeg. It was a couple of years ago and I was trying to return a damaged foam lid insert for a Tanos Systainer and all I recall is how reluctant the guy was to return the $5 item. I didn't damage it, but if I had I would expect that they wouldn't make a fuss since it was returned promptly after purchase (approx 2-3 days later if I remember correctly?). Well anyway, the guy checked the computer and I guess pulled up that I had just purchased a T18 + Centrotec set and then he looked me in the eye and said "oh, you buy the big stuff." As if he had to validate my claim by checking on my spending habits. Thankfully that was an isolated incident and I've had exceptional service every time after that. Dan at the Winnipeg store is their designated Festool salesman and he may not always have an answer for everything but he will definitely give it his all to find out what you want to know.

So far Festool and Lee Valley have kept me happy.

 

[PaulMarcel]

Festool. Lee Valley. Eagle Tools.  And my UPS driver.

 

[iamnothim]

Amazon.
If you've read my post on the CMS VL Set you'll know why.

 

[festnoob]

Of course as I write this I know that anyone reading this will think that I am biased but I will continue none-the-less.  Those who have visited Festool USA probably will have seen this, but those are in the minority.

Festool USA is a very lean company that is highly efficient.  The number of behind the scenes employees is far less than I would have ever imagined.  The service department is staffed by highly trained individuals and this allows them to operate efficiently with less employees and less space.  But they have the specialized tools and the training to get the stuff in and out quickly.

Along the lines of answering questions from those who call, they have several individuals who are trained and cross trained to help out.  Can there be times when a message has to be left and follow up necessary - absolutely.  But from my experience and from I've read here time and time again they try to return calls and emails as quickly as possible.

They also were quick in recognizing the fact that the social media aspect - including the FOG - could be a customer service tool - that would not replace the normal official channels but could supplemental and with time and effort could be an invaluable tool.

Festool USA has high standards.  Their employees have to meet their standards.  Potential hires are highly evaluated.  Employees are treated well and suggestions are welcomed.

I am amazed by what they do and how they do it.

Peter

I have visited Festool in IN on a family road trip from IL back to NY. Unreal how hospitable they were to a complete stranger. And on top of that they showed me everything. Where they ship, where they eat, where they repair, where they pick up calls, etc.

On a side note, being the title was changed: I have to give a shout out to Tooltown. Small company, run by two brothers, who will never hesitate to help anyone out no matter how busy they are. They will go above and beyond to make sure their customers are satisfied. So even though Beckerle Lumber has started carrying Festool and there is one literally 3 minutes from me, I will make the trip into Paramus, NJ for the customer service.  Good customer service is hard to come by!

 

[Wooden Skye]

Outside of Festool.  Lee Valley, Tool Nut and Tooltown all have gone above and beyond in my dealings. The only time I dealt with Amazon was good as well. 

 

[Administrator_JSVN]

I appreciate the kind words. My request for them was a bit tongue in cheek. I am just one part of a greater whole. I'm lucky enough to have great colleagues/friends that do most of the heavy lifting to take care of our customers. I am just a facilitator of sorts. That includes members of the team from other countries.

My passion for Festool is because I think Festool represents something special. For those of you who are customers or dealers or who have come in contact with us, I think you'll agree. We do business in an honorable way and this topic is part of what differentiates us from most companies.

 

[festnoob]

I appreciate the kind words. My request for them was a bit tongue in cheek. I am just one part of a greater whole. I'm lucky enough to have great colleagues/friends that do most of the heavy lifting to take care of our customers. I am just a facilitator of sorts. That includes members of the team from other countries.

My passion for Festool is because I think Festool represents something special. For those of you who are customers or dealers or who have come in contact with us, I think you'll agree. We do business in an honorable way and this topic is part of what differentiates us from most companies.

Well it was you and Lester who led me to start this thread. You guys are makin' it happen!

 

[Basshunter]

I have had excellent customer service from Sawstop.  Both when needing any kind of technical support and in product support.  Without going into details, they have provided me some of the best service I have ever had from a product manufacturer - on an issue, which turns out was my issue and not their product....

New Festool user so have not had an opportunity to experience their customer service.

 

[dicktill]

Can't say enough about Lester and his staff ...

 

[MrToolJunkie]

Festool is without a doubt a classy company with top-notch customer service.  Shane has gone out of his way to help me personally on the few instances where I have needed service and Steve in training, Lester, Brian Sedgely and pretty much everyone I have ever dealt with go out of their way to help.  Awesome service for sure!!

Lie-Nielsen is in this same class of service in my opinion and I actually put Laguna Tools right there -- these two companies have gone above and beyond for me resolving issues on more than one occassion and it has created lots of goodwill.

These three companies are lifelong companies for me -- I sing their praises whenever I can and will happily buy more products from them as the need arises. 

Scot