Ken Nagrod
Member
- Joined
- Jul 15, 2010
- Messages
- 3,431
A not so short story of what recently happened.
I went to my local Woodcraft store the end of last week (don't remember the exact day). I had to go pickup my OF 2200 accessory kit that was on backorder for about 3 months, exchange some Freud router bits and get some more. While I was there, this greenish fog pulled me over to the Festool display area. I didn't even have the desire to fight it. As I emerged from the depths of the Festool section, probably an hour later, I somehow had a bunch of little accessories, doodads, an OF 1400 and a display model HL 850. They didn't have any more HL 850's for me and the asst. store manager took a look at it and said it had never been demoed. It looked ok in the store.
Sunday evening I went through the stash and when I carefully looked over the HL 850, a piece of the tool's case sort of hidden by the cutter wheel door was broken off. I was pissed. Especially because I needed it right then for a job. Nothing I could do, so I waited till Monday morning, called the store and the manager told me that I should contact Festool and have them handle it under the 30 day policy. I wasn't thrilled about that. I said that should be their responsibility, but they told me I'd get it faster that way because it usually takes them 2 weeks for an order. I contacted their other store and they didn't have one either, so I called Festool and reached good ol' Lester in repair. He told me that the proper procedure is for the store to take it back and immediately place an order for it, however, he was going to contact the store and take care of it. He figured someone had dropped the display model that I got. He said it's probably not safe to use it. About an hour later I got a call from Woodcraft telling me that Lester was drop shipping the planer to me, charging the store for it and sending a call tag for the damaged one. He reminded me of the impending bad weather and I said that I figured there would be a good delay because of it.
UPS showed up tonight with the replacement HL 850, even with Festool being closed for 2 days and shipping delays due to the weather. NOW THAT'S GREAT CUSTOMER SERVICE!
THANK YOU Lester and all the other Festool employees who go out of their way to help, before, during and after the sale. [thanks]
I went to my local Woodcraft store the end of last week (don't remember the exact day). I had to go pickup my OF 2200 accessory kit that was on backorder for about 3 months, exchange some Freud router bits and get some more. While I was there, this greenish fog pulled me over to the Festool display area. I didn't even have the desire to fight it. As I emerged from the depths of the Festool section, probably an hour later, I somehow had a bunch of little accessories, doodads, an OF 1400 and a display model HL 850. They didn't have any more HL 850's for me and the asst. store manager took a look at it and said it had never been demoed. It looked ok in the store.
Sunday evening I went through the stash and when I carefully looked over the HL 850, a piece of the tool's case sort of hidden by the cutter wheel door was broken off. I was pissed. Especially because I needed it right then for a job. Nothing I could do, so I waited till Monday morning, called the store and the manager told me that I should contact Festool and have them handle it under the 30 day policy. I wasn't thrilled about that. I said that should be their responsibility, but they told me I'd get it faster that way because it usually takes them 2 weeks for an order. I contacted their other store and they didn't have one either, so I called Festool and reached good ol' Lester in repair. He told me that the proper procedure is for the store to take it back and immediately place an order for it, however, he was going to contact the store and take care of it. He figured someone had dropped the display model that I got. He said it's probably not safe to use it. About an hour later I got a call from Woodcraft telling me that Lester was drop shipping the planer to me, charging the store for it and sending a call tag for the damaged one. He reminded me of the impending bad weather and I said that I figured there would be a good delay because of it.
UPS showed up tonight with the replacement HL 850, even with Festool being closed for 2 days and shipping delays due to the weather. NOW THAT'S GREAT CUSTOMER SERVICE!
THANK YOU Lester and all the other Festool employees who go out of their way to help, before, during and after the sale. [thanks]
