Festool customer service sucks

[BCConstruction]

As some know I’m pretty heavy in Festool kit. I don’t come here often as I’m too busy working but my issues with their tools are becoming so long I’m losing track of them. Im at the end of my tether with their response of send it in for repair. I’m at that point where I’m tempted to sell everything of theirs I own. I have been trying for years to get a reply via phone which has been pointless, email which has been useless, message apps which they have also been totally useless with and they have even blocked me. Every time I contact them about a issue they shrug it off or say just send it in for repair. When I give them the updated list of issues they say they will get someone to contact me which they never do. It’s got to the point I now blow up their Facebook page with my issues. The last straw was my new model kapex that I bought after my second kapex burning up which had issues right out the box. I could forgive this if it was a isolated incident but it’s far from that, just the most recent issues are the HKC not shutting down after letting of trigger and CXS not powering up when pulling the trigger. It’s my second CXS doing this too. Let alone my 10+ other issues with other tools like the conturo, domino XL, ro150, track saws and tracks, vacuums etc etc. Their local rep a few years ago used to be awesome. He’s gone and now the new rep hardly shows his face even my local dealer is pissed with the way Festool has been treating customers. They even go as far as deleting comments on their Facebook pages that are negative!

Is this the new norm with Festool as if it is I’m going back to 100% makita. I don’t pay this kind of money to have to send in brand new tools to be fixed or have issues right after they are out of 30days. I baby these things too and no one uses them except me so it’s not a abuse issue. I have about the same volume of Makita tools and they are my “rough” work tools yet I have never had to send in one tool for repair in over 15 years.

What’s your experience with their service now. Yeah I expect a few fan boys to say they never had issues as I was one of you too 10 years ago but this is ridiculous.

 

[nixy]

I am in the UK. I bought some £20 Festool clamps and they didn't grip very well when tightened to the guide rail. Maybe I was using them wrong. I sent Festool an email and they called me back next day and even offered to visit my house to assist. Pretty impressive service. I now own many Festool items. (4 drills, vac, domino, jigsaw, planer, tracksaw etc).

I have not been impressed with their cleaning set though. Pipes never connect very well, they seem too tight.  And the plastic on the cleaning heads is very brittle. Very over priced for the quality.

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[BCConstruction]

Weird. I’m from UK my self but live in US now. My mates over there always warned me not to buy Festool as their customer service was awful. In the first couple years it was great but the more tools I bought the worse the service got. Between the shop tools and trailer tools there’s not a lot if their stuff I don’t own yet you would think they would be on it. It feels the opposite. They know you are so deep in them that changing out will be a ton of work they they put their effort into the new buyers. Kind of like how banks have deals for new customers but current customers are left to their ways.

 

[Jiggy Joiner]

CS seems to be varied,  my experience for a long time now (U.K.) has been, whenever I phone them, they are very helpful and polite. So no problem with phoning them.
However, I have sent them various emails regarding what I class as serious, or potentially serious issues but, never get a reply, which I find rude.

Surely an email reply is as easy as a phone call?

The thing is, a colleague fell out of love with Festool, and this chap had a bigger Festool collection than most. To be fair and honest, his niggles were very minor, and the tools were generally very reliable as you’d expect. He just lost his patience with being ignored, which I understand. Being ignored by a company you’ve spent with is a bit of a shame. When you’ve spent many thousands and get ignored, it’s even harder to swallow.

Well, he lost it, sold all his kit at an obvious loss, and started over with another very respectable manufacturer.
All was great for a long time, then he had a problem with one of the tools. Because of different reasons, he got put on the back burner by the company, and a situation developed that is still ongoing now.
He is now raging, and a bit in disbelief.
So the moral of this is, sometimes, it really is better the devil you know, even if they are slow or don’t always reply.
I won’t mention the companies but, my experience with CS of two other non Festool companies, has been second to none.

Also, apart from emails, Festool have been fine with me,

 

[Summerson]

Here in Sweden customer service has been really good when you email for information.

What bothers me a bit is the repair times. When i waited over a month for a syslight that was sent to festools own repair shop i emailed a complaint and asked if this was really the first class service that they said in their ad. Someone emailed back and promised to call but he never did.

Anyway when a tool breaks you most likely need it right away so its easiest to buy a new one directly and sell one when you get it back. It has rarely been any issues, im really happy with the quality.

All in all Festool customer service here is pretty good if you just hunt them a bit

 

[Birdhunter]

I've only had one problem with any of the many Festool products I own. My Domino was cutting slanted mortises.

I sent it in along with a sample of two small boards that obviously didn't line up when joined using the Domino and a note explaining the problem..

I got the adjusted Domino back with the same two boards perfectly aligned. They had adjusted the machine and demonstrated how the fix had improved the cutting.

I was very happy with the service.

I have called in with a question or two and always received a good answer.

I'm not questioning that some people may have not been satisfied, but my experiences have been positive.

I do rely a lot on the expertise of my local retailer, Highland Woodworking. They really know the Festool products and are willing to spend the time to help me.

I bought the really long rail from Highland Woodworking. It had a ding that would affect the saw's sliding. The defective rail was replaced with zero questions.

 

[BCConstruction]

Yep my domino xl has the same exact issue. My friends domino does the same thing too. I have called them about it in the past and the response is always one of 2 things. Send it in for repair or it’s not a issue we have heard anything about. I figured out this is their kind of automated response after I called them about my kapex burning up. They acted like it was something new to them. Had that same response about my plastics on hose garage that kept cracking with the lightest touch. Same response with splinter strips peeling off on their own.

But really what kind of company blocks you from their Facebook page and message system because you have tool issues. My friends selling up all his Festool stuff due to their attitude and he’s had about half the issues I had but he does have about half the tools.

Don’t get me wrong though I like the tools but reliability and quality ain’t what it should be with what they cost. That new kapex should have been tested before being shipped out but clearly wasn’t. They would have spotted the fault straight away. Kind of like how they didn’t test my CT36AC which had the constant whine. Sent it back to me the exact same way so twice it left their hands with same issue. Ended up fixing my self in under 30mins with no parts.

 

[ChuckM]

Cut-throat competitions and chasing short-term results for shareholders' reasons can be blamed at least partly for the steady decline in customer service and its quality we experience day in and day out. Luck probably explains why we sometimes get a great service with some of the companies out there. I received good results in my last two online transactions with Walmart.ca; two of my acquaintances buying the same item on its site (from different merchants) were dismayed with its service, or the lack of it -- no email replies and no calls returned.

I have had no brand loyalty whatsoever except for my family car and writing instruments, definitely not with any of my woodworking tools. I do have vendor loyalty, and the vendors, not the manufacturers of the tools -- be it Festool or others -- are the party I'll deal with when things go wrong. I won't allow myself to be held hostage by any tool maker or tool (may be with the only exception of the Domino Joiner and SawStop?).

 

[AlexThePalex]

I've had 5 interactions with Festool customer service here in Holland, and all of them disappointing. That's not good. I've decided not to bother with them anymore. I own more than 20 Festools, lost count, but acquired most of them without putting a cent in Festools' pocket. And while there was a time I would swear by all their consumables I now buy almost nothing from them anymore.

I like the tools very much and the community that uses them, but I severy dislike the company for their attitude and business practices.

The two other cases where I needed support for a powertool, from DeWalt and Metabo, were dealt with very satisfactory, as one would expect, normally.

But reading the OP's posts makes me frown a bit, really, an issue with almost every tool?  Hard to believe, I almost never have issues beyond the normal wear and tear. Some people find a problem wherever they want.

 

[BCConstruction]

I've had 5 interactions with Festool customer service here in Holland, and all of them disappointing. That's not good. I've decided not to bother with them anymore. I own more than 20 Festools, lost count, but acquired most of them without putting a cent in Festools' pocket. And while there was a time I would swear by all their consumables I now buy almost nothing from them anymore.

I like the tools very much and the community that uses them, but I severy dislike the company for their attitude and business practices.

The two other cases where I needed support for a powertool, from DeWalt and Metabo, were dealt with very satisfactory, as one would expect, normally.

But reading the OP's posts makes me frown a bit, really, an issue with almost every tool?  Hard to believe, I almost never have issues beyond the normal wear and tear. Some people find a problem wherever they want.

Not every tool. I own vastly more than 20 Festool items. As an example my RO90, carvex, older CXS, CMS, TS75, OF1400, planex, CT26, SYS vac, UG wings, MFT’s, DTS400, ETS125, C18, sys lights, MW1000, STL450 and a bunch of other random stuff I can remember off top of my head has been good. The other 50% not so much. Don’t get me wrong I like the tools but the service sucks. I would be vastly deeper in their tools if customer service was better. As an example I contacted Dewalt about a 8 year old belt sander that would keep slipping belts. They discontinued that model but said they would send me the new version for free. They didn’t even want the old one. I also bought up that my Dewalt saw stand that was about the same age had worn out the rubber feet. They sent me a new set for free. I can’t stand Dewalt tools but when I have had problems they were on it.

 

[Gregor]

Kind of like how they didn’t test my CT36AC which had the constant whine. Sent it back to me the exact same way so twice it left their hands with same issue. Ended up fixing my self in under 30mins with no parts.

Would you please point me toward details?

I like to accumulate 'useless' information to know it should it ever become useful to me... and I own one of these too.

 

[six-point socket II]

If you're not feeling the love, move on.

I came to Festool because I didn't feel the love from another brand. So far, I'm still impressed! But if you are not, move on.

Kind regards,
Oliver

 

[BCConstruction]

Kind of like how they didn’t test my CT36AC which had the constant whine. Sent it back to me the exact same way so twice it left their hands with same issue. Ended up fixing my self in under 30mins with no parts.

Would you please point me toward details?

I like to accumulate 'useless' information to know it should it ever become useful to me... and I own one of these too.

I had been using the CT36AC for the occasional drywall work. Really didn’t get a lot of use as I don’t do much drywall but slowly over time it started to make this high pitched whine. I did have a video I posted a while back on here I think. I sent it into them and it come back about a week later and I plugged it in and it was doing the same exact thing. I looked at receipt and it said they change a couple of things but clearly that didn’t fix it. I called them and they said send it back in and I was already a week down time and couldn’t do another week so I started to strip the thing down. Very easy to take apart but as I start to take it apart I can see any sign that someone had worked on it. There was thick drywall dust all over the circuit board and the motor was caked in dust. I thought this much dust in the motor can’t be right and there’s a couple of foam filters also surround the motor and a gasket. Clearly something wasn’t sealing well so blew out the motor and every other part that was caked and the rubber gasket I took of I steered messing around with installing and it wasn’t sitting right. I flipped it upside down and it fitted much better. I put everything back together and turned the vac on and it worked like new. It even fixed another issue it had where when I turned to do a manual AC it wouldn’t do anything. I assume the dust in the circuit board area was causing this but who knows. After taking it apart though I couldn’t see a single sign of a new part or parts or even an attempt to open the vac. No one would open that thing up and see that amount of dust around the motor and think that’s ok I will leave it. They clearly didn’t test it either as it still made that noise and they would have also noticed AC didn’t work.

I can’t prove it but I think they just sent it back without a single thing done to it.

 

[JFelchlin]

Old saying:
“Ignore your customers. They’ll go away.”
It seems that Festool’s QUALITY and CUSTOMER SERVICE -
Have steadily degraded over the last several years.
My older Festool tools keep on working properly and without fail.
However... Several that I’ve bought in the last few years -
Have required service upon receipt - Or failed after a short period of use.
I’m a Hobbyist - So light use compared to Tradesmen - And I “baby them”, to boot.

I’ve had several interactions with Festool’s Customer Service the last few years.
They’ve ranged: From efficient and excellent - To ineptitude and uncooperative.
My business acumen tells me that this an absolute absence of Quality Controls.

MY SOLUTION:
I’m not selling my current Festool tools that are accurate and continue working.
But going forward - I’m buying alternative branded tools.
Unless it’s a unique product - NO MORE FESTOOL.

 

[ProCarpenterRVA]

Just thought I would weigh in on this one... [emoji2371] With all due respect to those users who have been unhappy with the service they've received: I'm a professional user and I am very happy with the service that Festool USA has provided with my one Kapex blade guard issue. I have or have had four sanders, both Dominos, vac sys, corded and cordless track saws, etc. I've found that the tools are very reliable and their consumables such as the granat sandpaper are extremely high quality. The conditions that these tools have endured in my shop and in the field have been in some cases pretty extreme, with hours of continuous use, helpers dropping them on the floor. All I do is blow the motors out periodically and wipe them down. They don't look like new anymore.

I've been disappointed by a few other tool purchases, usually by the ones that cost less because of budget constraints. Not the case with Festool.

I'm sorry to read about the problems that people here on the forum have experienced. I would just point out that the failure rate for these tools is probably not any different than other electrical products and that tens of thousands of these tools are sold over their product life cycle, so this sample of dissatisfied users is not the best representation of the brand for potential new customers.

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[Thompmd]

I’m new to Festool(Jan is this year), bought my first tool used and it was damaged upon arrival. I took it to Festool and they called me within a couple hours and I picked up the next day and it’s been fine so no complaints here. My other tools have been great so far, I’m a hobbyist .

My question is this, does anyone know if Festools QC are still Festool Employees or has it been subcontracted out even though the work may still be done at the facility?? I worked in QC at Caterpillar for 30yrs, at 27yrs the company called us into a mtg on Thursday and said they are subcontracting their QC out to Thyssn Krupp. You will train them for 2-weeks and you will be moved to another position. It was/is a disaster. It was simply a cost cutting measure.

 

[Gregor]

[member=8101]BCConstruction[/member] Thank you for the detailed description.

I can’t prove it but I think they just sent it back without a single thing done to it.

Given the description of your findings... that might be the explanation surviving Occams Razor.
Which would be a clear sign of the QA system in use... failing to do their job.

 

[peter halle]

[member=8101]BCConstruction[/member] Thank you for the detailed description.

I can’t prove it but I think they just sent it back without a single thing done to it.

Given the description of your findings... that might be the explanation surviving Occams Razor.
Which would be a clear sign of the QA system in use... failing to do their job.

And there are two sides to every story.  And millions of observations and opinions on the internet formed without total information.

Just my observation and opinion.

And another observation and opinion- Festool has operations in hundreds of countries.  Are some better than others?  Logic would say probably?  If 5 people post here that they had a bad experience with country X, would that be truly indicative other than to those 5?  What happens if county X had 5,000 service inquires in a year?  Where is the line? 

Absolute customer satisfaction is an unachievable goal in my opinion - especially in the age of the internet.  The poster - not picking on anyone here who has posted - will always post their side of the story - mainly times fueled with emotion, and the other side of the equation will not offer a counter comment.

Carry on.

Peter

 

[ChuckM]

Snip.
Absolute customer satisfaction is an unachievable goal in my opinion - especially in the age of the internet.

Peter

Not only absolute satisfaction is unachievable, the desire for absolute satisfaction in undesirable. In a way, expecting for absolute satisfaction sets one up for disappointments. No merchants are equipped or set up to deliver that kind of service 100% of the time. Let's all take it easy when it comes to some bad customer service experiences.

 

[tallgrass]

I have been using Festool for 15 years. My collection of their tools is close to disgusting. I have had tools go down. My experiences over the years have been extremely satisfying. Tools that have broken have been replaced or repaired. In a very timely manner. I go to Anderson plywood in Culver City. I have had nothing but positive experiences with their service and that of Festool. Just my 2 cents.