Festool sales

[Suganut]

I recently purchased the Domino 500, I'm very pleased and dissatisfied at the same time. Sadly, its not the tool it was the sale and selection of choice. 

I went in knowing I needed the 700 and got the 500 after talking with the sales team.  So I had to resort to my trusty nail gun, to say the least. 

I will just have to get the 700 next.  Then at least, I will have them both.

The part that upsets me the most, is hearing a salesman compare their salary to mines.  Yes, I'm African American, and yes, I can afford to purchase things, be it for work or my personal preferences.  But to complain how they can't afford it, but I can is very unprofessional.  [mad]  My wife was standing there and immediately got pissed.  I was focusing on the tool until I later reflected on the situation. 

I get it, most of your items are costly (need coupons), but you know this going in.  It's simply, just Festool.

If this is the attitude that will represents Festools brand, maybe I need to rethink future purchases.

Sell the tool, not the attitude. Be willing to demonstrate before the sale, or have a sample prepared for comparison. 

I drive a 1 1/2 hours to view the tool before I purchase it.  As I can always go in view, then buy online.

 

[NHSP759]

Probably just an employee running his trap about not being able to get such an expensive tool. I'd agree that he shouldn't have said anything but that's not a general attitude at all sales locations. The guys at my local store make peanuts, and I'm not kidding. They make terrible money but I've never had an attitude from the sales people there. I will say the Festool rep was not overly nice, I met him on a demo day and he clearly wasn't too interested in being there. I will say I get an attitude some guys I work with about my tools, but they're just jealous. I mean hey.....how can you compare a biscuit joiner to a Domino? They both have a place but c'mon!!!!

 

[ajones]

So what are the projects you have in mind for your domino?

 

[Holmz]

So what are the projects you have in mind for your domino?

^this^
You can return it and only get the 700.
And there is half a chance that a different tool is what is needed.

 

[Stephen B]

I work part time in hardware sales. It is very 'dangerous' to makes assumptions about the background of customers. For example; one of our wealthiest regular customers certainly does not drive a flash car or wear any where near expensive clothes.

From what you depict, the sales person was very unprofessional and overtly/invertly racist. It also appears they did not assist you fully in making the choice of tool that meets your needs/desire.

I am very happy with my D500. In the US you have a 30day return policy. Try it out and take it back if you are still not happy.

You could also lodge a more official complaint with the store manager and Festool USA.

[welcome]

Welcome to the FOG. You will find plenty of assistance here as you expand your horizons through the Festool system.  [smile]

[member=60713]Suganut[/member]

 

[AlexThePalex]

The part that upsets me the most, is hearing a salesman compare their salary to mines.  Yes, I'm African American, and yes, I can afford to purchase things, be it for work or my personal preferences.  But to complain how they can't afford it, but I can is very unprofessional.  [mad]  My wife was standing there and immediately got ticked.  I was focusing on the tool until I later reflected on the situation. 

...

If this is the attitude that will represents Festools brand, maybe I need to rethink future purchases.

It is very unprofessional indeed, not the kind of attitude you want to encounter in a store.

Bit unfair though to blame it on Festool. You can't expect Festool to have control over which people some store hires.

Hope you still enjoy the tool you got, working with a Domino can make your work a lot smoother. If you don't like it, return it within the 30 day window.

If I may ask, what in the salesman's pitch made you change your mind and go with the 500 instead of the 700?

 

[peter halle]

Although I do not work for Festool I can assure you that the comments made to you at that dealer do not represent the thoughts or feelings of Festool.  You should make your feelings know to the manager of the store you purchased it from.

Sorry to hear of your experience.

Peter

 

[ear3]

There is an indirect way of communicating your experience with that particular dealer to Festool via the warranty registration process on the Festool USA website.  Under the section where you indicate from which dealer you purchased it, you are asked to rate the dealer and then provide additional comments.  Not that one bad comment would have an impact, but if Festool saw a stream of negative comments coming from this dealer's customers, it might prompt them to look into it more closely.

I'm not sure how the dealer certification process works, but in my area I've seen a number of new dealers come on line (they all already have a core business like lumber or paint to which Festool sales are an addition), and frankly, a few of these places seem woefully unprepared to sell and market the tools.  I know that Festool gives some of the employees training on the tools, but from what one of them told me, it was fairly rudimentary -- and if they are not bringing these tools home with them, then their experience is limited to when they do in-store demos.  In one of these new places, they now use a Kapex to cut the dimensional lumber to size for customers -- but they don't have a vac attached to the saw. 

If you have the option (and you might not, since you said you drove an hour and a half), I think it's essential to find a brick and mortar dealer where you know the sales person is using the tools on a regular basis.  And it's a plus if the place also sells a full range of other brands, so they have a knowledge base to compare Festool to similar tools from other manufacturers.   

 

[Holmz]

...
From what you depict, the sales person was very unprofessional and overtly/ ... Racist...

It sounds more like a failure of reverse psychology.

 

[#Tee]

wow man so dramatic, cant just buy the tool and go on about your life? if not return the brand.

 

[stvrowe]

I have experienced similar sales experiences (not Festool) and am not African American.  This is not Festool and is most likely limited to the individual(s) involved.  Sometimes, I am quick witted enough to 'agree' with the salesman and thank him for saving me from making such a foolish purchase.  In such cases, I let my wallet do the talking and purchase elsewhere.  Before doing so, I always ensure the store manager or owner knows why.  If the manager/owner doesn't know a problem exists, they cannot possibly fix it.

If you purchased the wrong tool, you have 30 days to return it for a full refund or exchange.

 

[TylerC]

[member=60713]Suganut[/member] I'm very sorry that you had a negative experience with one of our dealers. Disrespecting our customers -- or anyone else for that matter -- for their race, ethnicity, gender, religion or any other reason doesn't align with who Festool is as a company. As a Festool employee, I don't believe this aligns with the personal values of its employees either. As an international company, we are routinely working with colleagues, partners and customers from a wide variety of backgrounds.

I hope that this was just a rogue dealer employee and the result of loose lips more than ill will or worse.

Thank you for sharing your experience with us. If you would like us to address this with the dealer, please send me a private message.

 

[Birdhunter]

Another way to look at this episode is, now, you have a good excuse to buy the 700. I started with the 500 and still use it for 80% of the work. I had to invent a major project for which the 700 was absolutely necessary. Both are great machines. Go get one immediately (at another store). You'll feel better immediately. Buy the kits with all the cutters and all the tenons.

By the way, I get ignored and treated as if I am mentally retarded in stores. It's not my skin color, it's my age. I am also somewhat deaf. I have been extremely blessed financially and I'm far from retarded. People seem to see a stereotype and many can't look past that. Sorry you had to experience the disrespect.

 

[bkharman]

Was your sales person Donald Drumph?

Sorry, had to make light here...

Return it and get the 700... From another dealer. You will be happier and you can politely let him know that if he wants to sell tools, perhaps he should do it another way.

Win win

Cheers. Bryan.

 

[anthonyz]

Every store will have different employees and different opinions about People and the Festool brand. It's sad you had to deal with that, so unprofessional. I represent at one of our local dealers once a week and for Demos once a month. Now that they have a test center, I try to encourage everyone to try out the tools, even if they are not in the market for Festool. I tell them they don't have to buy it to try it in the store. I encourage all the people who come in and look, discriminating just pushes people out the door, and they will tell others and those will find alternative places to shop.

I go to my Local Woodcraft somewhat regularly, and the sales people never promote the Festool line in the store or show people the product line, unless if some directly expresses they are looking for it. They have a whole section, which they just always walk right by. They are probably losing a lot of sales of the Festool product line, because they assume people will not pay Festool prices.

 

[Birdhunter]

My Woodcraft store has really nice and friendly employees. However, they do not appear to know much about Festool products and they don't seem to promote them. Highland Woodworking is just the opposite in terms of their Festool knowledge and promotion. They, too, are friendly and nice, but have incredible product knowledge.

 

[McNally Family]

I recently purchased the Domino 500, I'm very pleased and dissatisfied at the same time. Sadly, its not the tool it was the sale and selection of choice. 

I went in knowing I needed the 700 and got the 500 after talking with the sales team.  So I had to resort to my trusty nail gun, to say the least. 

I will just have to get the 700 next.  Then at least, I will have them both.

The part that upsets me the most, is hearing a salesman compare their salary to mines.  Yes, I'm African American, and yes, I can afford to purchase things, be it for work or my personal preferences.  But to complain how they can't afford it, but I can is very unprofessional.  [mad]  My wife was standing there and immediately got ticked.  I was focusing on the tool until I later reflected on the situation. 

I get it, most of your items are costly (need coupons), but you know this going in.  It's simply, just Festool.

If this is the attitude that will represents Festools brand, maybe I need to rethink future purchases.

Sell the tool, not the attitude. Be willing to demonstrate before the sale, or have a sample prepared for comparison. 

I drive a 1 1/2 hours to view the tool before I purchase it.  As I can always go in view, then buy online.

You did not mention if you were within your 30 day return period, but for the sake of my response, I will assume you are. 

I recently purchased the CXS drill set, thinking I would be satisfied, and while it is a cool little drill that would meet most of my needs, I simply could not shake the notion an 18v drill would be a better choice, for my first Festool drill purchase.  In my case, the cost of the CXS already put me within 1/2 the cost of the 18v set (in your case you're about 2/3rds the way to the 700 XL cost).  I debated the idea of exchanging the drill for 28 of my 30 day return window, then pulled the trigger and exchanged it, with no regrets!  I feel better about my purchase, it's capabilities, and the knowledge I can alway's re-purchase the CXS down the road should I so desire (because it is a nice little 2Lb., drill).

While I have no way of knowing, I doubt the issue with the salesman was race related.  I suspect it was nothing more than an inappropriate comment made by an inexperienced salesman.  I mean think about it; what talented salesman would not want to sell a more expensive item?

Another thing you might want to consider, which I did not and regret, is if you're also in need of some sort of dust extraction, or work table, you can get a discount if you purchase a package deal at the same time.  I did not know at the time of my original purchase I could do that, and ended up purchasing my CT26 after the fact from an online dealer, for full price (although with no sales tax, so I did save some money by purchasing online).  You can bet that when I purchase my next tool, I will be including the worktable in the deal.

I should also point out that while I could have purchased my 18v drill set online and saved the sales tax there as well, I also wanted a local Festool dealer contact (in this case a WoodCraft dealer, who deals in all things woodworking).

 

[Suganut]

My plan was to do a few doors and my dog kennel.  But I will get the 700 as well..

So what are the projects you have in mind for your domino?

^this^
You can return it and only get the 700.
And there is half a chance that a different tool is what is needed.

 

[Holmz]

Another way to look at this episode is, now, you have a good excuse to buy the 700. ...

He had a good excuse to get the 700 when he went in.

Maybe they figured he had enough money for both and this was their scheme(?)

It seems like it is similar wo what happens with routers and sanders...

I am still unclear as to what Suga is using it for?

 

[Suganut]

I'm building my dog kennel and a few doors.