Just wanted to give a shout out to the Festool repair customer service for the great service. My tool accessory outlet on my CT22 lost a screw on the backside, which holds the outlet together. After calling the repair folks at Festool, they threw a new outlet in the mail, which I received in two days. It took about 5 minutes to replace in the vacuum--super easy. Thanks again...beat having to send the unit in for repair.
Festool Repair customer service
- Thread starter TKal
- Start date
Bob Marino
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- Jan 16, 2007
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Couldn't agree more.
Bob
Bob
Jesse Cloud
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- Jan 23, 2007
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- 1,746
Top notch folks! A lot of the "problems" ranted about here could be solved in no time with a call to service!
I think Customer Service / Technical Support is so important with Festool because their manuals are done so poorly. Rick Christopherson has gone a long way to clarify most of the important tool tips and techniques with his supplemental manuals. They are great.
In putting my MFT3 together, I had a few questions. In 5 minutes on the phone with Technical Support, everything was clarified and done. And I might add, it was handled in a friendly and helpful manner. I was not treated as if I was just another PITA.
When I bought my Kapex I had the spring plate problem. After a couple of questions to confirm that it was my problem, the part was on its way. It was received in a few days and installed in about 2 minutes.
Bravo to Customer Service / Technical Support, not only for doing their jobs so well, but for doing them in such a respectful way.
Neill
In putting my MFT3 together, I had a few questions. In 5 minutes on the phone with Technical Support, everything was clarified and done. And I might add, it was handled in a friendly and helpful manner. I was not treated as if I was just another PITA.
When I bought my Kapex I had the spring plate problem. After a couple of questions to confirm that it was my problem, the part was on its way. It was received in a few days and installed in about 2 minutes.
Bravo to Customer Service / Technical Support, not only for doing their jobs so well, but for doing them in such a respectful way.
Neill
AlexThePalex
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- Nov 12, 2008
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- 7,808
TKal said:
That's very cool. I broke the spindle lock of my Elu (now DeWalt) angle grinder. Small part, easily replaceable by myself. Ordered it the next day at my dealer. They told me this would be long. Here's me waiting for 2 1/2 weeks now. Grrrrrrr !
Their machines are good. Got 1 Elu and 3 DeWalts (all old Elu designs). Very happy about their performance. Their customer service is a disgrace. I'm gonna weigh that in the next time I buy a tool. Which probably means: no more DeWalt.
A Festool service story - goes back about 4 years - right after they introduced the new TS55 design. I changed a blade and one of the nubs broke off the blade washer. I looked up the number and called for service. I was expecting voicemail and was prepared to leave a message. A person answered. I was shocked. That individual was in California and it was a Sunday afternoon. He was in fact washing his truck. IT WAS A HOLIDAY WEEKEND AND SUNDAY TO BOOT! I stammered and explained that I only wanted to leave a message and he did everything to help. I was shocked. On Wednesday the part was at my door. Talk about a mind altering experience.
Things have very possibly changed since then, but I've been blessed not to need service since. My guess is that if I ever need service I will be satisfied.
I don't remember the name of that Festool employee but if I did I'd tell them that he made a difference and that HE was a major influence in my decision to buy more Festool products.
So for all you Festool Service employees out there... this Buds for you!!!!!!!!!!!!!
Gratefully,
Peter
Things have very possibly changed since then, but I've been blessed not to need service since. My guess is that if I ever need service I will be satisfied.
I don't remember the name of that Festool employee but if I did I'd tell them that he made a difference and that HE was a major influence in my decision to buy more Festool products.
So for all you Festool Service employees out there... this Buds for you!!!!!!!!!!!!!
Gratefully,
Peter
Bob Marino
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- Jan 16, 2007
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- 3,263
peter halle said:
Pete,
Great story, thanks for sharing. I have had the pleasue of meeting Les and Dave M and they are that nice.
Bob
TKal said:
thanks for posting this. My ct22 has a faulty outlet but I have been delaying sending it in because one I need it and two the cost of shipping, I am outside the one year free ship. I called the repair department and they are sending me an outlet. Fantastic service.
JJ
Glad it helped out.
It's also thanks to this website, which has been invaluable. I've found so much great info on FOG. It(users, administrators, and contributors) has saved me time and time again as well as provided many laughs--thanks to all!
I had searched the website for info on the outlet and had only seen a post regarding a user who had his repaired by Festool and that his outlet cover was reinstalled upside down, but he didn't know how to change that. If that poster's still out there, you can pop the cover off with a screwdriver by softly prying it from the slots on each side of the cover, then reattach in the preferred direction.
Tom
It's also thanks to this website, which has been invaluable. I've found so much great info on FOG. It(users, administrators, and contributors) has saved me time and time again as well as provided many laughs--thanks to all!
I had searched the website for info on the outlet and had only seen a post regarding a user who had his repaired by Festool and that his outlet cover was reinstalled upside down, but he didn't know how to change that. If that poster's still out there, you can pop the cover off with a screwdriver by softly prying it from the slots on each side of the cover, then reattach in the preferred direction.
Tom
R
Rob Z
Guest
Alex said:
Alex,
My local tool repair guys just groan when a DeWalt comes in the door for repair. They tell me that DeWalt is by far the worst company they deal with when it comes to ordering parts. They say when they have to order a part or if they have a question, they dial the number and put it on speaker, go to their bench and work for as long as a half-hour before someone eventually gets to them.
