Festool Dealer has no clue............

[BobKovacs]

So my point is this. If a car company can spend so much effort to sell me a once off product, then why does Festool SA believe it does not need to do the same for me to ensure I come back and buy more? I would surely need to if I want to increase my Festool stable - which I did.
I found out yesterday that one end user just brought all his Festools back to the dealer to sell on his behalf and switched his entire powertool collection to another brand as he was fed up with Festool here in SA!

Because for most people, cars aren't "once off products"- I believe the average person is said to trade in their car every 5 years or so.  Car companies have to kiss your ass, as there's a potential $30k+ purchase awaiting every time you go to buy another car, and you've got dozens of manufacturers to choose from.

By comparision, while you may have spent a huge sum of money over the years on Festool product, the average buyer might spend $5k, max, and there's already a pretty decent brand loyalty to Festool, since there aren't many other choices out there that have anything similar.  Tool purchases also don't typically have the warranty and maintenance issues that cars do- I've been in this business for over 20 years, and I've never had to bring a tool in for service- I wish I could say the same for my cars over the years.

While it sounds like you've got some pretty poor dealers over there, I'd never expect the same level of service when buying even a couple grand worth of tools that I get when I'm buying a $30k+ car.  Maybe your expectations are just too high??

 

[nickao]

Car dealers giving good service?

I think Festool gives better service than any place I purchased a car.  

It seems to me your argument supports the small tool sales store to support their clients better, not worse than a car dealer. Because of the smaller purchases they need word of mouth for one.

Relatively Festool is the BMW of the tools industry so their service should be and usually is the best in the industry. There are always exceptions to the rule though.

 

[tigger]

While it sounds like you've got some pretty poor dealers over there, I'd never expect the same level of service when buying even a couple grand worth of tools that I get when I'm buying a $30k+ car.   Maybe your expectations are just too high??
[/quote]

Hi Bob.

I get your point, but I own a company that spends about the same on power tools, consumables and servicing in a year as Joe Bloggs would spend on a car. Providing, of course, that he bought a car every year!

Also let me say that the dealers are not the problem, but the importer is. The dealers hands are tied. I really feel for them and my fight with Festool SA is as much for them and other end users as it is for me.