Festool service problem
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It's because they can't really say much without making me depressed. See if this did happen in America I'm pretty sure it would get sorted out within 2 days and I would have a new model Rotex. Sadly though I do not live in America or even a first world country. Sigh the service here is shocking but thats what makes us South Africans such hard workers. See if we go anywhere else it's a huge improvement even if it is bad the locals.
Any guys in the US want to comment on how they feel about what happened to my and this situation?
Any guys in the US want to comment on how they feel about what happened to my and this situation?
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Chris,
You are correct in your statements that a situation like yours would probably have been resolved differently here. Here we have the 30 day return period. We also have a network of dealers who compete based on service not on price. We are also lucky that the Festool operation here is larger than in many countries and the customer service has proven itself to be top notch.
About two months ago I ordered an ETS150/3 from one of the dealers mentioned here consistently because of his customer service. I spoke to him on the phone and in conversation mentioned that I wanted the new model, not the old, and that I would need the new style paper for it.
He told me that when a new model comes out, he automatically switches to shipping the new model and will not sell the older model unless requested by the purchaser.
If I were in your situation, in your country, I would do some research and find out who is in charge of customer service for Festool in South Africa. I would then compose a polite, non emotional letter - not email - describing your situation, your previous efforts to get it rectified to your satisfaction, how others have attempted or have not attempted to assist you... Then I would request their assistance in getting this rectified to your satisfaction by replacing the product you purchased with the model that you thought you were getting. Make a copy of it and mail two. Mail one in the normal method. Mail the second in a manner that will provide you proof of receipt. Then wait a couple of weeks for a response. If you don't get a response, do a second letter and enclose a copy of the first letter along with a copy of the proof of delivery. Again mail it as above.
I honestly doubt that you will be unhappy with the outcome.
Best of Luck,
Peter
You are correct in your statements that a situation like yours would probably have been resolved differently here. Here we have the 30 day return period. We also have a network of dealers who compete based on service not on price. We are also lucky that the Festool operation here is larger than in many countries and the customer service has proven itself to be top notch.
About two months ago I ordered an ETS150/3 from one of the dealers mentioned here consistently because of his customer service. I spoke to him on the phone and in conversation mentioned that I wanted the new model, not the old, and that I would need the new style paper for it.
He told me that when a new model comes out, he automatically switches to shipping the new model and will not sell the older model unless requested by the purchaser.
If I were in your situation, in your country, I would do some research and find out who is in charge of customer service for Festool in South Africa. I would then compose a polite, non emotional letter - not email - describing your situation, your previous efforts to get it rectified to your satisfaction, how others have attempted or have not attempted to assist you... Then I would request their assistance in getting this rectified to your satisfaction by replacing the product you purchased with the model that you thought you were getting. Make a copy of it and mail two. Mail one in the normal method. Mail the second in a manner that will provide you proof of receipt. Then wait a couple of weeks for a response. If you don't get a response, do a second letter and enclose a copy of the first letter along with a copy of the proof of delivery. Again mail it as above.
I honestly doubt that you will be unhappy with the outcome.
Best of Luck,
Peter
ajones
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Excellent advice Peter, I agree that Chris does need to be more proactive in his approach.reading his earlier posts he is not used to dealing with such problems.
and while I have had no problems with my festool's I have spoken to festool UK on the phone, on several occasions and have found then to be very helpfull.
Chris why not phone or if you are not comfortable with that ask your father.
and while I have had no problems with my festool's I have spoken to festool UK on the phone, on several occasions and have found then to be very helpfull.
Chris why not phone or if you are not comfortable with that ask your father.
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Chris Meggersee said:
Chris,
Don't give up. We have a saying here: Nothing ventured. Nothing gained. The effort to write a letter, copy it and mail it twice is going to be far less than then the amount of work that you had to do to earn the money you used to buy that sander. You say that only 70 percent of the mail goes thru. I bet that a letter sent in a manner that will require a signature for delivery will get thru.
You have nothing to lose.
Hang in there!
Peter
Chris,
I'm not from the USA, but I'd still like to react - and hope it won't get you depressed.
I'm aware of the fact that I'm somehow going against the grain here - be advised however, that it's well meant.
Regardless of the suspected level of service, you've been well compensated. The real world value of your "gift" is way higher than the cost of a new housing + sideguard.
Besides, it WAS something you were interested in, as you and/or your father inquired about this exact set.
You may be unhappy with the outcome, but I think your dealer did you a favour.
I hear the service in SA is somewhat below average. That probably also applies to the service your dealer has to put up with from the SA importer.
Tough luck. We can't change that, so you'll either have to live with it or start a crusade.
Meanwhile, your dealer has expressed his annoyance with SA Festool HQ to you ( not very professional, but it's always nice to feel you have an ally ) and has offered you something to compensate for your "loss".
While this may not be exactly how it should be, can you imagine how the outcome could be better still?
Let me exxagerate this a bit, to get my point across. Say you bought a case of oranges but the fruit proved to be a bit bland once you peeled it. You confront the seller with the blandness, and with the fact he advertises with "fresh taste - the best oranges around". He acknowledges the fact, and states that his supplier has scr*wed him - as has happened before. Knowing it's his responsibility not to getr scr*wed, he apologises to you, and offers you the keys to his Mercedes - he has seen you eying it before you bought the oranges.
Unless you happen to passionately hate Mercedes automobiles, or dislike cars and/or driving in general, you'd probably be very happy with the outcome.
Was the problem solved? No, the oranges are still bland.
Were you compensated ? Yes, very much so.
Every driveable Mercedes would be worth much more than any case of oranges - however tasty. Besides: the oranges weren't fake fruits or poisonous - they were just a bit bland.
Should you desire so, you could sell the Mercedes and buy a couple of crates of the best oranges money could buy.
In my book you're lucky, the dealer has gone to great length to compensate you for the fact that your Rotex wasn't the newest model.
Had you been given the opportunity to buy the "old" model unused and fresh in it's Systainer for say Rd. 750 less, You'd probably have taken it.
You've been compensated with a polishing systainer that you were clearly interested in, and it's real world value is probably way more than double that amount.
Hug your dealer, and offer to mow his lawn as a return favor.....
Just my Euro 0,02
Regards,
Job
I'm not from the USA, but I'd still like to react - and hope it won't get you depressed.
I'm aware of the fact that I'm somehow going against the grain here - be advised however, that it's well meant.
Regardless of the suspected level of service, you've been well compensated. The real world value of your "gift" is way higher than the cost of a new housing + sideguard.
Besides, it WAS something you were interested in, as you and/or your father inquired about this exact set.
You may be unhappy with the outcome, but I think your dealer did you a favour.
I hear the service in SA is somewhat below average. That probably also applies to the service your dealer has to put up with from the SA importer.
Tough luck. We can't change that, so you'll either have to live with it or start a crusade.
Meanwhile, your dealer has expressed his annoyance with SA Festool HQ to you ( not very professional, but it's always nice to feel you have an ally ) and has offered you something to compensate for your "loss".
While this may not be exactly how it should be, can you imagine how the outcome could be better still?
Let me exxagerate this a bit, to get my point across. Say you bought a case of oranges but the fruit proved to be a bit bland once you peeled it. You confront the seller with the blandness, and with the fact he advertises with "fresh taste - the best oranges around". He acknowledges the fact, and states that his supplier has scr*wed him - as has happened before. Knowing it's his responsibility not to getr scr*wed, he apologises to you, and offers you the keys to his Mercedes - he has seen you eying it before you bought the oranges.
Unless you happen to passionately hate Mercedes automobiles, or dislike cars and/or driving in general, you'd probably be very happy with the outcome.
Was the problem solved? No, the oranges are still bland.
Were you compensated ? Yes, very much so.
Every driveable Mercedes would be worth much more than any case of oranges - however tasty. Besides: the oranges weren't fake fruits or poisonous - they were just a bit bland.
Should you desire so, you could sell the Mercedes and buy a couple of crates of the best oranges money could buy.
In my book you're lucky, the dealer has gone to great length to compensate you for the fact that your Rotex wasn't the newest model.
Had you been given the opportunity to buy the "old" model unused and fresh in it's Systainer for say Rd. 750 less, You'd probably have taken it.
You've been compensated with a polishing systainer that you were clearly interested in, and it's real world value is probably way more than double that amount.
Hug your dealer, and offer to mow his lawn as a return favor.....
Just my Euro 0,02
Regards,
Job
ajones
Member
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the facts
went to buy the new machine and was sold the old version
compained to his dealer and was fobbed off
emailed SA HQ and had no reply
someone (either the dealer or the SA HQ) has given him something else to fob him off, the one thing to make this right has not been done.
that would have been... sorry here is a new machine and have this polishing kit with our compliments.
no amount of stupid analogies regarding Mercedes, oranges,men on the moon, or mowing peoples lawns will change that.
went to buy the new machine and was sold the old version
compained to his dealer and was fobbed off
emailed SA HQ and had no reply
someone (either the dealer or the SA HQ) has given him something else to fob him off, the one thing to make this right has not been done.
that would have been... sorry here is a new machine and have this polishing kit with our compliments.
no amount of stupid analogies regarding Mercedes, oranges,men on the moon, or mowing peoples lawns will change that.
Festoolfootstool said:
And almost no amount of complaining. Look I've said this before, I do consider this as a cop out/weak buy off but the machine does work. I don't want to become an annoying customer and thats what is going to be needed if this is to be sorted out.
Oh and just so we are clear my dad and I were looking at a polishing kit to polish varnish, not cars.
Chris Meggersee said:
I know this doesn't help you, Chris, but right now I feel very lucky to be dealing with Festool U.S.A.
I bought my first Festool product in 2007, and have purchased many more since. While there have been several glitches along the way, they have always been handled quickly and with a smile.
Offering superior customer service is an attitude that generally flows from the top down in any company. It looks to me like Festool SA needs an attitude adjustment at the top. [sad]
Festoolfootstool said:
See I would like that. Even if just to find out what their take is on this problem to just let them know that it is happening. But who do I call? I think it was you footstool who gave me that number of Craig Kallis. Should I give him a call?
The problem is I have mixed feeling about this now. Yeah they sent me a "Care package" and like I said I consider it to be a cop out but at least they tried. However it may not have even been Festool SA it could have been from my dealer.
I think I'll give Craig a call, tell him the facts and see what he says. I won't demand something be done but at least just let him know. Do you think that would be a good idea?
joraft said:
Yeah its what sucks about living here. However it makes moving to a first world country amazing I hear, that and the amazing internet
Festoolfootstool said:
I somehow fail to remember where I put in the men on the moon ? Should have thought about that.... [wink]
Seriously, I don't think what happened is right.
But then again, I think the outcome is not bad. Your opinion may differ, that's for sure.
I think anyone has the right to get on his high horse now and again, and "fight for what is right".
But choose your targets wisely, and try to avoid the proverbial windmill.
I'll gladly take the polishing systainer of your hands Chris, and replace it with the aforementioned bodyparts + the sideguard.
Regards,
Job
Well, I kinda liked the "men on the moon" bit.
The windmills are more like a Spanish thing. Think Don Quichote.
And I agree with you wholehartedly: The more opinions , the better.
In that aspect I really liked the legendary quote by "Dirty Harry":
"Opinions are like *ssholes - everybody's got one"...
Seeing as I am the legitimate owner of an *sshole, I feel I'm entitled to have an opinion as well... [cool]
Regards,
Job
The windmills are more like a Spanish thing. Think Don Quichote.
And I agree with you wholehartedly: The more opinions , the better.
In that aspect I really liked the legendary quote by "Dirty Harry":
"Opinions are like *ssholes - everybody's got one"...
Seeing as I am the legitimate owner of an *sshole, I feel I'm entitled to have an opinion as well... [cool]
Regards,
Job
Just to update everyone. I called the number of Festool HQ up in Jo'burg, explained the situation to them and they esstentially said "This is not your fault and it is not our fault. This is your dealers fault. You see what they do is they order it when it's new and keep it for someone to buy. No one buys it so it gets old and sits there even when there is the new model. When you went to go and buy one he sold you the old one that he had instead of orering the new one. You must go back to your dealer and tell him it's his fault and he must order you a new one".I have just become sick of this run around.
To all overseas memebers now you guys know why we South Africans don't bother complaining and take all the BS that we do, it's because we know that no matter what we do it won't get fixed.
Sigh. Sorry for the rant and negativity I'm just tired. Hope everyone else is having a great day.
Chris
To all overseas memebers now you guys know why we South Africans don't bother complaining and take all the BS that we do, it's because we know that no matter what we do it won't get fixed.
Sigh. Sorry for the rant and negativity I'm just tired. Hope everyone else is having a great day.
Chris
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Chris,
Now you have an answer to go do something with. Go back to the dealer - who has seen much business from you and your Dad over the years - and tell him exactly what you have been told. Explain to him what it will take to make you satisfied - i.e. provide to you the current model that you had seen in the catalog and had ordered. The issue is with your dealer. Either he will step up to the plate or he won't.
P.S. Now you know where the polishing set really came from.
Peter
Now you have an answer to go do something with. Go back to the dealer - who has seen much business from you and your Dad over the years - and tell him exactly what you have been told. Explain to him what it will take to make you satisfied - i.e. provide to you the current model that you had seen in the catalog and had ordered. The issue is with your dealer. Either he will step up to the plate or he won't.
P.S. Now you know where the polishing set really came from.
Peter
ajones
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That is what I thought had happened all along, I felt it more likely the dealer than it would be the SA HQ reading between the lines of chris's posts.
Chris did you discuss the situation regarding the extended warrantee of your festools with Jo,burg??
Chris did you discuss the situation regarding the extended warrantee of your festools with Jo,burg??
