Festool customer service sucks

[Mini Me]

My go to contact method is phone and that works every time in my experience. Email is not reliable for a variety of reasons and usually a single phone call can cover a string of emails which can take multiple days to go back and forth. As someone who has been at both ends of the service issue and phone calls get the job done quicker and the personal approach always results in a happier customer. I had a major issue with an international customer and phone calls solved the problems and are way cheaper than a pissed off customer. I have never failed to resolve a problem when I can talk to the customer. If I ran a service dept such as Festool as soon as the tool was received the first thing that would happen is that the repairing technician would call the owner by phone to confirm the story to avoid any confusion about what is required and that assures the customer he or she is being looked after and customers value that sort of communication. I used to make sure that any communication with me whether for sales or service always resulted in a phone call within hours to start the process of support. Call me old fashioned but phone calls create a trusting relationship between the customer and the company that takes a lot to destroy, Lee Valley is an excellent example of how CS should be done.

 

[ChuckM]

Yes, phone calls are the key (unless face-to-face exchanges are available, which are even more effective). But, waiting times could be long before your phone call could get through, depending on a lot of factors.

Chats can be another better option than emails. LV has introduced chats, but I've never used them. I deal with LV mostly by email and where needed, at its store in my city. I've used chats with other businesses. To bypass AI, keep asking for an agent.

I've seen reports of free Festool repairs as well as stories like the op has shared. I just hope my DF500, Kapex and sanders will NEVER need any service because Festool customer service sounds hit-or-miss to me.

 

[woodferret]

I used to place a premium on Festool warranty turn around.  Even when there are parts delay, at least it coming back fixed or with an invoice go-no-go was at least worth something.  Now, I give zero affordance to the warranty clause. 

Even if eventually the outcome was satisfactory, the amount of hoops, delays, and just general time wastage (that feeling of people punting/not doing their job is rank).  The only left over that has any value is being able to procure parts from ekat - at least there's no 'authorized service dept' stupidity.