Festool is still a great company

[DynaGlide]

With all the negative posts and general negativity I've seen from certain members since joining last summer I thought I'd share my recent customer service experience. I bought a reconditioned RO 125 in December and was promptly shipped out a clean but 12 year old model. I contacted Tyler who put me in touch with the recon person who agreed to exchange it for a more recent model.

That didn't go too well and after a week of phone calls I found out they didn't have another to send me. This time I spoke to Melinda who answers the phone when you call in and dial zero. After explaining how frustrated I was that the tool was shipped back and I didn't know what to do since I was told I couldn't have a refund and there wasn't a replacement to send out, she put me on hold and spoke with a supervisor. After coming back she stated that since they couldn't replace the tool, they're sending me a new model. It shipped out that day and is arriving this week. They caught me completely off guard with this and I thanked her as best I could. I can't say any other tool company I've dealt with would have done this.

So thank you Melinda and thank you Festool for excellent customer service.

 

[McNally Family]

What he said.....

 

[Sparktrician]

A really big GOLD STAR for Melinda's forehead for excellent customer service.  [thumbs up]

 

[Cheese]

                                                                  Sweet...

I've always had great customer service when I've called in or when I've sent a tool in!!!

 

[petersd]

Great to hear. I always like hearing the good stories about a company. Congrats on the new sander.

 

[sancho57]

Ive always had great festool service in 2 continents and 2 countries.

So its consistently good service internationally

 

[sigmatango]

I have had amazing support and service from Festool. They replaced the bearings in my OF1400 when they burned out. I had issues with sending out the package, but a simple phone call fixed the issue. When I've called in regards to confusion about abrasives they were more than helpful. I am willing to pay more for these tools because of this. I have had Dewalt, Makita, Milwaukee, Rigid and Ryobi tools, and none of them come with support and service that is this easy. I do not have time to chase after warranty and service, so Festool, while higher in price, is absolutely worth it.

On the other hand, I understand that the price may not be in the range that is appropriate for a weekend warrior or hobbyist, so I respect and understand when people complain about the price.

At the same time, Festool has saved me a crapton of money in terms of saved time, energy and effort...

 

[Administrator_JSVN]

Thank you for sharing, [member=65062]DynaGlide[/member]! I've sent this to Melinda and her bosses so that she gets the credit that she deserves!

We have a whole team of folks — from the entire Inside Sales team to Kiana (Recon) to Erick (Applications) to Minnie (training and more) and many others — and who are work hard every single day to make sure that you're taken care of. It's a privilege to work alongside them.

(Tyler)