Festool service has spoiled me

[rnt80]

My wife went to culinary school years ago and has been cooking for her entire adult life.  Because of that she has, for the most part, turned me into somewhat of a food snob.  I can't tell you the last time we went to some generic restaurant like Applebee's...I just can't bring myself to do it - one of my many faults, I know.
A couple of weeks ago I ordered the CMS-GE and it arrived missing some key hardware, enough that I couldn't attach the router and get started.  Both my dealer (Uncle Bob) and Shane were incredibly prompt in returning my emails/calls (typically within minutes) and eventually getting me the parts that I needed.  Sadly, they met my expectations.  Festool has turned me into somewhat of a tool/customer service snob.  
I ordered an A3-31 from Hammer roughly 6 weeks ago and will take delivery of it soon.  Exactly when it will show up I'm not quite sure because I can't seem to get an answer!  For over a week I've traded emails and tried to get an answer regarding an ETA and my balance due and I am no closer to finding out than when I started.  One of the reasons I decided to go with Hammer was the many positive reviews I read online regarding their level of customer service, I certainly hope it gets better from here.
Thanks a lot, Festool....

 

[JayStPeter]

Just try to get a Tivo cable card activated by your cable company.  That will readjust your expectations.

 

[jonathan-m]

I think this is an American thing. It's part of your shopping culture.

I haven't needed Festool customer service in Europe yet, but I'd find it hard to believe it's on the same level as it is in the Sates as I've never anywhere, for whatever product, seen or gotten service in Europe like the stories I read on this forum. I'm not saying the European customer support people don't do their job or don't do it as good as the people in the States.
It's just a different shopping culture. For Americans, it's an important aspect of the shopping, we Europeans are used to not getting much support, and it's not expected or a requirement.

When I went shopping in the States, I was amazed. In seconds there was a person there asking what I was looking for, if I needed any help. In every single shop I went.
You won't see this very often in Europe. In fact I'm convinced many Europeans find it annoying (including myself). This is just to illustrate how it's a difference in opinion/culture.
Then there's probably the money issue. I think it's very likely the budgets for a US service / support & marketing department are on a different level than it is for the Euroeans branches.

It's hard to explain really, hope it makes sense.

 

[skids]

I think this is an American thing. It's part of your shopping culture.

I haven't needed Festool customer service in Europe yet, but I'd find it hard to believe it's on the same level as it is in the Sates as I've never anywhere, for whatever product, seen or gotten service in Europe like the stories I read on this forum. I'm not saying the European customer support people don't do their job or don't do it as good as the people in the States.
It's just a different shopping culture. For Americans, it's an important aspect of the shopping, we Europeans are used to not getting much support, and it's not expected or a requirement.

When I went shopping in the States, I was amazed. In seconds there was a person there asking what I was looking for, if I needed any help. In every single shop I went.
You won't see this very often in Europe. In fact I'm convinced many Europeans find it annoying (including myself). This is just to illustrate how it's a difference in opinion/culture.

It's hard to explain really, hope it makes sense.

Yes, this is very true..Differences between Capitalism and Socialism drive this to a degree. Here in the States, service is an important aspect of being successful as a business. And those companies that understand it, I mean TRULY understand it and have woven it into the fabric of their corporate culture (like Festool USA) are typically the leaders in their industry. Apple is another example, Amazon, list goes on..But it applies all the way down to the little corner store that sells you a loaf of bread.

If Festool came to the US and didn't operate this way, they wouldn't be taking the Nation by storm like they are. It's their support for their dealers and ultimately the end user that gets people talking about how great they are. I honestly feel the same way at this point, I can't buy tools from other manufacturers because the service just isn't anywhere near what I have seen with Festool. I personally am willing to pay the higher prices to get this level of support now.

 

[Administrator_JSVN]

Always glad to do what I can to help out. I try to provide the same level of service that I would expect, but rarely receive. Fortunately, I have a team of colleagues who feel the same way and the guys in service are exceptional.

Differences between Capitalism and Socialism

Let's not let this turn into a political debate, please. Thank you.  [wink]

 

[skids]

Always glad to do what I can to help out. I try to provide the same level of service that I would expect, but rarely receive. Fortunately, I have a team of colleagues who feel the same way and the guys in service are exceptional.

Differences between Capitalism and Socialism

Let's not let this turn into a political debate, please. Thank you.  [wink]

gotcha..sorry about that

 

[TomGadwa1]

Try calling Carl in California. He will try to get you some information.

 

[rnt80]

Try calling Carl in California. He will try to get you some information.

Tom, I've been working with Carl through this whole process.  I wouldn't say I'm frustrated yet, just a little disappointed.

 

[Kev]

Festool in Oz provides excellent service and support. At the other end of the spectrum we have a phone company called Optus (Singtel).

Australia has a strange blend of service cultures - often influenced by corporate brands.

 

[Waka]

Festool in Oz provides excellent service and support. At the other end of the spectrum we have a phone company called Optus (Singtel).

Australia has a strange blend of service cultures - often influenced by corporate brands.

Kev

Isn't Singtel Singapore Telecoms?

 

[Jesse Cloud]

Another fan of Festool service/support here!  Uncle Bob has talked me thru how-to issues a few times and the one time I needed service on a Festool it played out as:  I call Festool, they identify the problem on the phone, send me the part, next day I call back and they talk me through the repair.  Hardly any down time.

On the other hand, I recently needed a part for my Unisaw, ordered it on line from Delta/PC/B&D/DeWalt.  Waited a week, tried to call them, on hold for ever, emailed them, couple of days later got an email saying the part was out of stock with no ETA (Not what the online system said).  It took three more emails to get the order cancelled.  What a phenomenal waste of time!

 

[WarnerConstCo.]

Yeah, you ain't getting any Delta parts anytime soon.

Most are readily available on the used market though.

 

[rnt80]

Try calling Carl in California. He will try to get you some information.

Tom, I've been working with Carl through this whole process.  I wouldn't say I'm frustrated yet, just a little disappointed.

So I find out today, after sending an unhappy email to my Hammer rep, that the delivery has been pushed back two weeks.  So instead of a couple of weeks I'm looking at another month.  I've waited this long so I can wait two more weeks it's just really annoying to me that I wouldn't have known about the date push back if I hadn't emailed the rep this morning.  Shane, please start offering workshops on customer service.

 

[jonathan-m]

Shane, please start offering workshops on customer service.

Feel free to give a few seminars in Belgium as well

 

[Kev]

Festool in Oz provides excellent service and support. At the other end of the spectrum we have a phone company called Optus (Singtel).

Australia has a strange blend of service cultures - often influenced by corporate brands.

Kev

Isn't Singtel Singapore Telecoms?

Yes they are ... a classic example of a massive divide between customer service and sales/marketing.

 

[TomGadwa1]

Try calling Carl in California. He will try to get you some information.

Tom, I've been working with Carl through this whole process.  I wouldn't say I'm frustrated yet, just a little disappointed.

So I find out today, after sending an unhappy email to my Hammer rep, that the delivery has been pushed back two weeks.  So instead of a couple of weeks I'm looking at another month.  I've waited this long so I can wait two more weeks it's just really annoying to me that I wouldn't have known about the date push back if I hadn't emailed the rep this morning.  Shane, please start offering workshops on customer service.

Hello RMT in Gilbert. My beloved but late parents lived their final years in Mesa which is quite close to Gilbert. I placed an order for a Hammer A3 31 Combo machine recently. Order date March 13th 2013 or 31313! I was told that my unit should arrive sometime in the middle of May. It is possible that they have a policy of waiting for enough orders to be placed such that when they ship the units out that they are shipping a completely FULL container to economize on the costs associated with the shipping process. This practice can be traced back to the folks that are in charge of saving the company money wherever it is feasible. In other words the dreaded bean counters! I figured that if I am going to have to wait for my unit that I might as well get one that is tricked out! Thus I ordered the silent cutter head, the aluminum adjustment wheel and mechanical digital reading height gauge for the thicknessing function and of course the mobility kit. I like the concept of the mechanical digital gauge because once it is calibrated it should remain accurate for a very long time. Example no batteries to replace, no need to zero each time the unit is powered on etc. Also as trite as this sounds I like the appearance of the unit too. So my guess is that our units are coming over on the same boat and the Good Lord permitting will be here sometime in May. If you are like me I have watched the videos from Hammer countless times and have devoured the internet reading up on the A3 31 on blogs and such. I keep napkins nearby to wipe the drool off as I am eagerly awaiting the arrival of my new baby! So hang in there and lets remember that great things come to those who wait patiently! Previous is a note to myself!