Festool email about subscription service

[Mark Katz]

Got this email just a while ago. Took the survey. Seems to be various options to pay a lot for a subscription to get the warranty we already get included with tools.

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[Michael Kellough]

Not interested in taking a survey but where did you see something about paying for a subscription?

 

[gharel2]

I got this email too and did go through the whole survey. I made it very clear in my responses that I thought a subscription would severely damage the relationship I have with the company, especially (but not exclusively) if things that we currently enjoy are moved behind a paywall.

The actual survey was ranking perks, then picking between two subscriptions at different prices and with different perk combinations. Mostly in the range of 100-300 USD per year and the perks from memory being: extended warranty, theft insurance, sawblade sharpening, recon tool purchasing, free shipping fanshop/warranty/etc.

 

[Michael Kellough]

Hmm, how much to get them to answer questions posted in the FOG?

 

[squall_line]

Thank you for posting this; I had received the survey but didn't take it until just now.

I posted this comment into at least two different long-form response fields:

"I have no interest in paying for a subscription service to receive access to the current standard extended warranty or access to the FestoolRecon site.  These should continue to remain free of charge and available to everyone."

I'm still pretty put out by the idea that if I don't register my tool within 30 days, I lose out on year 2 and 3 of the standard extended warranty.  I've gotten in the habit of buying used and reconditioned tools as a result, as the site is a hassle to use and remember to use (and, let's face it, didn't work for quite a while anyway).

Hmm, how much to get them to answer questions posted in the FOG?

This is the option we deserve, even if it's not the option we need right now.

 

[Cheese]

Ya, from my perspective they were doing their best to sell the subscription service through free saw blade sharpening. Every one of the proposed subscriptions included from 1 to 6 free blade sharpenings.

It was also weird that they tied in Festool Recon to some of the proposed subscriptions. If they did that, how are they going to sell all of the returned items? Right now it's a constant daily flow of Recon items and if that feature goes subscription only...well good luck with that.

At the end of the survey they had a suggestion section and:
1. I suggested that their proposed $299 package with the 3 free blade sharpenings had an actual value of about $35 per blade so what benefit am I receiving for the additional $194?
2. I suggested they should consider a 5 year warranty like Milwaukee has. I said that's something they could easily monetize.
3. Finally, I suggested they allow Ekat parts to be ordered on-line rather than being put on hold and waiting for customer service.  Customer service is great for questions but if you know what you need and have the part number, then customer service offers no additional value.

We'll see what happens... [popcorn] [popcorn]

 

[Cheese]

Hmm, how much to get them to answer questions posted in the FOG?

Ya that's funny, that's the 4th suggestion I offered them. I noted that even when the Moderators posed a question directly to Festool, that on many occasions it went unanswered.

 

[Peter Kelly]

Hmm, how much to get them to answer questions posted in the FOG?

At this point I assume you’d have to get a job at Festool US…

 

[PaulMarcel]

To me, "extended warranty" would extend the existing 3-year warranty. At least that's how I took it.

What wasn't clear to me was if this subscription was a single thing or if you needed one per tool. Financially, it makes zero sense "per tool" so it must be a single thing you purchase. It would make little sense for someone with 2-3 tools; with someone having 15-20, it makes a lot more sense, especially with the theft replacement.

In a way, it needed more description of how the programs would work.

 

[Packard]

Blame Elon Musk.

You pay for the mechanicals so you can have some version that ranges from intelligent cruise control and not-quite-auto-pilot.  But to use the hardware you have already paid for, you have to subscribe to the service at $199.00 per month.

Then Mercedes jumps on the bandwagon.  The hardware for rear wheel steering is built into every new S-class sedan. But you have to pay $575.00 per year to keep it activated.

Before you know it, your new car will have a steering wheel (activation fee: $675.00/yr), air conditioning ($875.00/yr) and brakes ($999.00 per year).

Eventually, everything we buy will require a subscription to function.

 

[peter halle]

Blame Elon Musk.

You pay for the mechanicals so you can have some version that ranges from intelligent cruise control and not-quite-auto-pilot.  But to use the hardware you have already paid for, you have to subscribe to the service at $199.00 per month.

Then Mercedes jumps on the bandwagon.  The hardware for rear wheel steering is built into every new S-class sedan. But you have to pay $575.00 per year to keep it activated.

Before you know it, your new car will have a steering wheel (activation fee: $675.00/yr), air conditioning ($875.00/yr) and brakes ($999.00 per year).

Eventually, everything we buy will require a subscription to function.

BMW is doing that with heated steering wheels.  But you can do that one month to month if you wish.  Makes no sense to heat a steering wheel in Palm Springs in July...

 

[squall_line]

Ya, from my perspective they were doing their best to sell the subscription service through free saw blade sharpening. Every one of the proposed subscriptions included from 1 to 6 free blade sharpenings.

It was also weird that they tied in Festool Recon to some of the proposed subscriptions. If they did that, how are they going to sell all of the returned items? Right now it's a constant daily flow of Recon items and if that feature goes subscription only...well good luck with that.

At the end of the survey they had a suggestion section and:
1. I suggested that their proposed $299 package with the 3 free blade sharpenings had an actual value of about $35 per blade so what benefit am I receiving for the additional $194?
2. I suggested they should consider a 5 year warranty like Milwaukee has. I said that's something they could easily monetize.
3. Finally, I suggested they allow Ekat parts to be ordered on-line rather than being put on hold and waiting for customer service.  Customer service is great for questions but if you know what you need and have the part number, then customer service offers no additional value.

We'll see what happens... [popcorn] [popcorn]

There were so many false choices in the A/B comparisons that I almost rage-quit the whole bloody survey, to be honest.

In a way, it needed more description of how the programs would work.

Yes, definitely.

If I were a working professional, paying a small subscription fee for free repair shipping and theft replacement might be worthwhile, assuming these are out-of-warranty repairs?  Then again, I would also probably already have a better understanding of how often I used those services if I was a working professional.

If I was sharpening enough blades to worry about the ongoing costs, I would think I would have an arrangement with a sharpening service already, like [member=58857]Crazyraceguy[/member] 's employer has with a roving Leitz rep, or I would have a rotating arrangement with an existing mail-order service, pay per blade, and amortize the cost into my pricing to my customers.

Were I a working professional, I would also probably already know what my business insurance did or didn't cover with regards to theft of tools and make arrangements accordingly.

I'm glad that people were taking the opportunity to recommend real quality-of-life changes like ordering from EKAT online and an extended-extended warranty option.

 

[Mini Me]

Hmm, how much to get them to answer questions posted in the FOG?

That is not the German way, if they respond it invites discussion and debate and that is something German companies (in my exoerience) avoid. Musk has taken a leaf out of their book and disbanded the public relations department of Tesla to avoid contact with customers and the media. If I understand the posts here it is something to do with product registration for warranty, they won't try it in Oz as we are not required by consumer law to register anything and that does not affect warranty on any product.

 

[Crazyraceguy]

As I see it a "subscription service" for saw blades would be more than just sharpening "My blade" and sending it back to me.
It should be more like a rotation type thing. You buy the blade, pay the subscription, and they just sharpen/replace as needed. It doesn't need to be the one I sent, as long as it's the same thing.
I buy your way into a "club" of sorts. This would save a lot of tracking and turn-over time. Yours comes in, they send you a sharpened one, sharpen yours and send it to the next guy.....
Maybe a price scale, based on how many times you send it in?

But, I'm far more interested in availability of the NAINA accessories. I just don't get the point of making it so hard? It's a product, with a willing customer-base, why deny?

 

[squall_line]

But, I'm far more interested in availability of the NAINA accessories. I just don't get the point of making it so hard? It's a product, with a willing customer-base, why deny?

Especially the non-powered things that require no UL listing or other compliance concerns.

 

[xedos]

I quit the survey about 4 pages in after I realized that all of the schemes are harebrained and will have no benefit to me and i suspect 99.99% of FT owners.

And that's before I even get to read the micetype and exclusions of the agreement, and unlike Paul, I don't give these guys the benefit of the doubt on what is to be included.  These schemes never favor the consumer. 

Plus , you want me to pay in advance for "free sharpenings" from a startup that has no history or core competency in the sector?      [huh]  NO THANKS   

Based on their last "survey" regarding their Sharpening Service their starting prices were nearly double what established sharpeners are charging - businesses that only sharpen and have track record of proven results.    Festool N.A.'s last cottage industry startup didn't fare very well.  (domestic guide rail production).  There is simply no incentive for me to try out the new guy , especially when I'm asked to pre-pay for the experience.

But hey, if you can get the herd to follow ya , I'll bet it's good for the bank account.

 

[Packard]

Blame Elon Musk.

You pay for the mechanicals so you can have some version that ranges from intelligent cruise control and not-quite-auto-pilot.  But to use the hardware you have already paid for, you have to subscribe to the service at $199.00 per month.

Then Mercedes jumps on the bandwagon.  The hardware for rear wheel steering is built into every new S-class sedan. But you have to pay $575.00 per year to keep it activated.

Before you know it, your new car will have a steering wheel (activation fee: $675.00/yr), air conditioning ($875.00/yr) and brakes ($999.00 per year).

Eventually, everything we buy will require a subscription to function.

BMW is doing that with heated steering wheels.  But you can do that one month to month if you wish.  Makes no sense to heat a steering wheel in Palm Springs in July...

Ah, but they charged you for the hardware that made this possible.  Then they want to charge you again for the right to use it. I find the practice offensive.  It is not like they offer a discount on the car if you “delete” the heated steering wheel.  The heated steering wheel is in the car you bought.  You paid for that option. But if you want to use what you already paid for, you will have to pay a fee.  Bah.

 

[squall_line]

BMW is doing that with heated steering wheels.  But you can do that one month to month if you wish.  Makes no sense to heat a steering wheel in Palm Springs in July...

Funny, that...

I'm not in Palm Springs, but it was in the upper 80s and humid here yesterday, and lower 80s and humid today.

After being in an office that has an A/C unit set way lower than it needs to be, I definitely debated turning on my heated steering wheel when I went to lunch this afternoon.  My experience in Southern Florida when I attended conferences in July was similar.

 

[pixelated]

Not that I disagree with much of the sentiment expressed here, but it may well be cheaper for the manufacturers to build to one configuration then figure out a charging mechanism for the customers who want one feature or another.

As for the survey, the options got more and more odd as it went along, in my opinion. By the end of it I was convinced that the subscription was not something I’d be interested in, and would offer very little value.

 

[peter halle]

Blame Elon Musk.

You pay for the mechanicals so you can have some version that ranges from intelligent cruise control and not-quite-auto-pilot.  But to use the hardware you have already paid for, you have to subscribe to the service at $199.00 per month.

Then Mercedes jumps on the bandwagon.  The hardware for rear wheel steering is built into every new S-class sedan. But you have to pay $575.00 per year to keep it activated.

Before you know it, your new car will have a steering wheel (activation fee: $675.00/yr), air conditioning ($875.00/yr) and brakes ($999.00 per year).

Eventually, everything we buy will require a subscription to function.

BMW is doing that with heated steering wheels.  But you can do that one month to month if you wish.  Makes no sense to heat a steering wheel in Palm Springs in July...

Ah, but they charged you for the hardware that made this possible.  Then they want to charge you again for the right to use it. I find the practice offensive.  It is not like they offer a discount on the car if you “delete” the heated steering wheel.  The heated steering wheel is in the car you bought.  You paid for that option. But if you want to use what you already paid for, you will have to pay a fee.  Bah.

Regarding the BMW, I believe that if you buy the option then you don't have the additional fees.  If you don't buy the option, but then want to have nice warm hands, then you can pay the fees.  So, yes the stuff is the car you purchased but technically you didn't necessarily openly pay for that option.

I could be wrong.

Peter