Festool Customer Service

Little late to the party Nat X, but thanks for the pointless comment.

In response to your analogy- Yes, I expect a replacement if there is no local repair facility and they are unwilling to provide a loaner while mine is in transit and repair. I can tell you for fact that when you you take a BMW to the dealer for repair under warranty you don't call your wife for a ride or take a courtesy shuttle home. You drive away in a top of the line model loaner BMW. This is part of the reason you pay a premium for BMW(Festool). This is an example customer servicehttp://f10.m5post.com/forums/showthread.php?t=750107

 
Well I'm probably late to the party also, but I think it's a matter of properly managing customer expectations. That's something that both Festool and you are responsible for. 

Festool has published their service policy globally and it is what it is. Had you purchased your equipment from a local source, maybe you would not be in this nether-world that you are now ensconced in.

I'm not raining on your parade, but just saying that I'm usually in this same conundrum between purchasing Festool stuff immediately on the internet or placing an order with a local vendor and waiting for the stuff to arrive by pony express. If I make the wrong decision, then it's shame on me because I knew full well what the options were and what the ramifications of my choice were.

 
Valid point Cheese. Lesson learned. I try to support my local dealers as much as I can but sometimes they make it difficult.
 
If we don't support the brick and mortars they won't be there when we need them. In the states I was juggling my purchases between 3 dealers. 2 were brick and mortar. 1 was out of state (Tom B RIP). Since Im here in the UK I mainly buy from 1 brick and mortar and one from the states (Toolfest and Intouch).

I used to buy online and from various dealers all over the country but I found staying with a couple of suppliers works best for me.

So Why the brick and mortars? Well they are there when I need help trying to do something with a tool, learning about a tool, checking to see if there is a problem with the tool or is it operator error. Nothing can beat what a B&M  can provide. Sure you pay the sales tax but that is the only difference I can see and the personalised service is well worth the sales tax.
 
Brick and mortars around me are not so good at knowing the Festool line. I was in one before and actually heard them trying to talk someone out of a Festool into another brand and was giving bad advice along the way.

I choose not to support a dealer that is uneducated in what they are selling. That is just 1 of the reasons why I choose to buy them online.
 
Throwback7r said:
Brick and mortars around me are not so good at knowing the Festool line. I was in one before and actually heard them trying to talk someone out of a Festool into another brand and was giving bad advice along the way.

I choose not to support a dealer that is uneducated in what they are selling. That is just 1 of the reasons why I choose to buy them online.
Click to expand...

[member=28225]Throwback7r[/member] one bad doesn't mean all bad. That said, if you simply don't have a reliable and trustworthy store within range you have very little choice.
 
Closest one to me is about 2 hrs away and they have no clue about any of it. I have to help them sell it to me [emoji58] therefore I order online.  (Woodcraft Okla City)
 
Finally sent the vac back to Festool for evaluation the static issues I'm having.  They said everything checked out fine, which is not what I was hoping for.  Does anyone else experience constant shocks from their CT??  I don't mean occasional zaps, I mean like every other time you bump the hose.  I just got an ETS EC 150/5 and it's not nearly as enjoyable as it should be because I'm getting zapped all the time.  Since the vac was away I've been using an old Rigid vac with a non-antistatic Rockler small port hose, and to be honest I don't think the Festool anti-static setup produces any fewer zaps than this setup.  The only good thing I can say about the Festool anti-static is that the hose doesn't attract dust, so I guess that there is some anti-static functionality to it.  The Festool repair rep basically told me that there's nothing that can be done to eliminate the static.
 
I haven't tried it at another location but I have verified path to ground several times with a voltage meter
 
It sounds like you are generating the static charge on your body as you move around and then when you touch the tool it is being discharged, painfully, thru the hose and CT. A solution would be to wear antistatic or ESD shoes and have a grounded discharge mat that you can stand on. This will discharge the static gradually without the zap.
 
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