Festool Customer Service

[BarnyardTim]

I want to share my experience with Festool customer service for anyone who is thinking about purchasing Festool based on the glowing reviews others have had with they customer service.  Here's my story:

I purchased a Domino XL in later March and decided to take advantage of the 10% off on the CT36 vac.  These tools are used as part of my business and were purchased based on their quality and service.  The CT36 vac has given me horrible problems of getting shocked from the hose since the beginning.  I had originally thought that I may have an ungrounded outlet, so I replaced it and confirmed that the ground path is functioning properly.  I finally had enough and called Festool this morning.  The first response I got was "what products are you using the vac with" to which I replied with a list of Festool and non-Festool tools.  Of course, they told me that the non-Festool tools could be the problem.  This is not accurate, as it is the hose that is shocking me, not the tool.  Their "solution" was to send the vac in for evaluation, which to me is unacceptable.  This vac is less than 3 months old and obviously has a defect and should be replaced.  I use this vac as my main collection in the shop and can't give it up for a week or so while they diagnose and repair.  I could certainly understand if it was a year or two old, but even Home Depot junk has a 90 day return policy for defective tools.  There will be no new Festool purchases for me, the only thing that I can't get with another brand is the Domino and I already own it.

 

[peter halle]

[member=57769]TylerC[/member] - This topic was moved to this area.

Peter

 

[semenza]

Hi,

    Sorry to hear you are having a static shock problem.

    Just to be clear on the situation and to have complete information ....

          You are getting static shocks when using the Domino connected to the vac?

          Outlet is grounded as you said.

          Nothing in the line other than tool , hose , vac, outlet (in OTW no adapters and such)?   

    Also.... I am not sure how free shipping both ways and three year warranty that you seem unwilling to take advantage of is bad service. I don't think that an outright replacement for a tool that has been used for three months and the company doesn't even know what is wrong with it yet is realistic. 

Seth

 

[TylerC]

I'm sorry to hear that you're having issues with this. I'll do what I can to get you taken care of.

In addition to [member=1619]SRSemenza[/member]'s questions, it would be helpful to know how long the static shock issue has been happening. Were you getting shock the first time that you used it, or did it begin after a few weeks (or so)?

 

[BarnyardTim]

Seth,

As I stated, no problems with electrical ground or any adapters, etc.

I don't think it's unreasonable at all to expect replacement. After all, I did pay over $600 for a vac. As I stated, if I would have bought a vac from Home Depot and it had a problem they would take it back within 90 days without problem. I would expect Festool to do the same, especially for the premium they charge. My tools are used to make a living and breakdowns and maintenance is part of business, however with a clearly defective product within 90 days of purchase it is not acceptable to ask that I give up my tool for repair without at least providing s temporary replacement.

 

[Mort]

I don't follow your logic. Offering free shipping/service is bad customer service? Like Rick Harrison says on Pawn Stars, "if I started believing what my customers say I'd be out of business in a week." So it's not out of line to want to evaluate it.

Did you buy from a local dealer? If so maybe talk to them about a loaner while yours is out. Or buy a $50 shop vac for a backup.

 

[BarnyardTim]

Tyler,

The problem has existing from the beginning, but I assumed it was an electric problem within my outlet. By the time I got around to testing everything it was a month or so. Even with everything testing good I replaced the outlet and retested to be sure. I thought the problem was rectified as I didn't seem to be getting shocked as much, however I think because of the cooler weather and wearing long sleeves I didn't notice. Now that it's warmer and I'm wearing short sleeves it's very bad.

 

[BarnyardTim]

Mort- I think it's your logic is that is messed up. You expect me to buy a $50 shop vac after paying $650 for Festool vac that already needs repaired ?? 

Also, pawn stars is all staged and you shouldn't believe everything you see on tv.

 

[waho6o9]

I put a ground wire on my Dust Deputy and the shocks went away.

Easy peasy

 

[TylerC]

The reason that we want to evaluate your current CT is so that we can properly diagnose the source of the issue. We often have people who are convinced that their tool is defective, but the issue ends up being something else. Therefore, if we replace their tool, their problem won't go away. We want to make sure that your problem is thoroughly fixed.

I'll send you a PM about getting this resolved.

 

[McNally Family]

Mort- I think it's your logic is that is messed up. You expect me to buy a $50 shop vac after paying $650 for Festool vac that already needs repaired ?? 

Also, pawn stars is all staged and you shouldn't believe everything you see on tv.

Well, since your beyond the 30-day, no questions asked return period, and are now within the 3-year, no questions asked warranty period, with free shipping and free repair, you are already experiencing both the superior service and warranty Festool provides.

The only thing I can't understand is why, when you first noticed the problem, you did not return the product within the initial 30 day's of ownership.  It was your waiting that pushed you into the warranty coverage time zone. 

I'm also willing to bet your turnaround time for the vac will be measured in days, not weeks.     

 

[BarnyardTim]

Mort,

Here's an analogy you might understand. You need a new car wanting "the best" as far as quality and reliability you choose a BMW. Shortly after purchase, something lets go in the engine. You take it down to the local BMW dealer and they say: Mort, don't worry we will evaluate and repair free of charge, however we can't evaluate here we need to ship it back to Germany to be evaluated but don't worry we will pay the shipping. We can't provide you with a loaner BMW as that's not our policy, and no you can't have one of the 25 others that are sitting on the lot. Maybe you can go by a cheap Chevy to use while we evaluate yours.

 

[semenza]

I put a ground wire on my Dust Deputy and the shocks went away.

Easy peasy

While good to know, I don't believe there is a Dust Deputy involved here.

[member=60774]BarnyardTim[/member]

Just trying to keep the discussion clear and on topic.

Seth

 

[BarnyardTim]

Tyler, 

Thanks for your help. I certainly understand the reasons you want to evaluate before repairing/replacing. My frustration with this policy is that there are no local dealers that are capable of evaluating, so the unit must be shipped back to Festool.

 

[tjbnwi]

Mort,

Here's an analogy you might understand. You need a new car wanting "the best" as far as quality and reliability you choose a BMW. Shortly after purchase, something lets go in the engine. You take it down to the local BMW dealer and they say: Mort, don't worry we will evaluate and repair free of charge, however we can't evaluate here we need to ship it back to Germany to be evaluated but don't worry we will pay the shipping. We can't provide you with a loaner BMW as that's not our policy, and no you can't have one of the 25 others that are sitting on the lot. Maybe you can go by a cheap Chevy to use while we evaluate yours.

Did you purchase the CT from a local dealer?

Any chance you're willing to share where you're located (general area)?

Tom

 

[BarnyardTim]

Tom,

This unit was purchased from an authorized online retailer, as I needed the domino XL asap and my local dealer did not have it and said it would be a few weeks until they placed an order. The vac was purchased with the domino to take advantage of the 10% discount. I'm located in the Pittsburgh, PA region.

 

[McNally Family]

Tom,

This unit was purchased from an authorized online retailer, as I needed the domino XL asap and my local dealer did not have it and said it would be a few weeks until they placed an order. The vac was purchased with the domino to take advantage of the 10% discount. I'm located in the Pittsburgh, PA region.

With the Festool repair center located at 400 N Enterprise Blvd, Lebanon, IN 46052-8191, it is only 386 miles from your location.  I suspect shipping will be rather fast, both ways.

I also purchased my CT26 from an online dealer, and it is the only shipping box so far that I have saved, just in case I needed to send mine in for repair at some point. 

 

[BarnyardTim]

Thanks McNally. I'm just having a horrible week with equipment breakdowns. Planer motor went on Tuesday and finally got it replaced now this. I'm just frustrated and cranky

 

[McNally Family]

Thanks McNally. I'm just having a horrible week with equipment breakdowns. Planer motor went on Tuesday and finally got it replaced now this. I'm just frustrated and cranky

Understandable, let's just hope the old saying  "bad things come in threes", does not apply in this case!

 

[ear3]

Let us know how the problem is resolved by Festool Service once you get it back from them.