There are some major tooldealers in my area, and they sell Festool, but don't know too much about it. They know what we can call the "headlines" and nothing more. If you come with a specific question, they don't know, they sometimes try to look it up in the main catalogue, but don't find the answer. It would appear to me, that it takes experience with Festool, to answer propperly. It also takes experience with the types of work Festool products can do, to sell it.
One major dealer (and they sit on most of the market for delivering this to professionals in Denmark), don't know a thing about what they sell. They usually have one person in the shop who is supposed to know, and may have been trained in Festool, but either he's out, or he's in another branch that day, the next, or whatever. So you give up and ask in this great forum.
A local small dealer close to me, get's my shopping in Festool, because they usually know more, (they have many other brands too), they can compare also from experience, and they work their arms off to give you a propper answer. Plus they know that the net sells a lot, and they wan't to compeed with the internetshops who sell it cheaper than normal dealers AND give you a great service before and after the sale. I shop there, and only occasionally I go to a bigger dealer, if the small shop don't have a specific article at the shop, and have to order it home, which takes several weeks, as Festool Denamrk which is now in Sweeden is reacting very very slow. Apart from that I have been talking to that same company in Sweeden asking for specific items, and they are allways willing to answer, the problem is just that they have nothing to sell (via a dealer of course). They just chose to not have some items in stock, and will not have it. Otherwise they are fine.
Haven't had the need for repair, but I get the impression from others, that they are fine in that area.
When I go to my local Volkswagen dealer to get a small spare, even the absolute smallest one, I get it the same day, even from Germany, nicely packed, and allways with a smile, and a greeting like "Godday Jacques, nice to see you, what can I help you with?" Propper tuned service organisation and not more expensive that Festool in their area, I must say.
I am not unsatisfied with Festool here in Denmark, it just seems as they could do a lot better for branding and selling their great tools, just with making sure, that their dealernet is actually doing what they want them to do, giving propper service. I think it would suit Festool a lot in making sure. It's a real pity that it doesn't happen.
It also appears to me that you american guys are very very fortunate in this area, as the rest of us can read on this very sitrem that they stand on their heads to make you all satisfied. Great for you and that's how it should be.
There is after all, a difference between Rolls and ching blong, likewise between Festool and royobi, skill etc. (no offence meant here).
What Festool need to know (also in the European countries like the Scandinavian ones) is, that this particular site and a few others makes up for festools lousy manuals, their lack of lnowledge at the dealerlevel, the slow deliverance of parts and accessories from dealers, and foremost the general impression of the brand Festool, which would be seriously lacking, if we had not had this community.
So thanks to all of you guys, you are the real festoolers!
Cheers and merry Christmas
Jacques.
