Festool service problem

[image132]

Oh I just want to say that when I made that last post I was not speaking for all South Africans as I cannoot possibly know how they all feel. Disclaimer: I do not represent all South Africans so please don't think badly of us.

Here is the thing though. If he did have it in stock the whole time why did he make me wait a week for it? That doesn't make sense to me. Although it does make sense that the polishing set came from him rather than Festool HQ. I don't know who to believe.

Chris did you discuss the situation regarding the extended warrantee of your festools with Jo,burg??

No I'm going in on Wednesday.

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??

I imagine that jo,burg will have phoned your local dealer and put him in the picture.

To be honest I really hope so. On the phone with Festool HQ they did ask which branch it was :/
I hope he will make life easy for me and just take it. Sigh

 

[AlexThePalex]

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.

Maybe that's where you go wrong. Here in Holland for instance, everything goes smoothly because we simply never stop bitching  [wink]

 

[image132]

Ok I know this is an old thread but I just want to update you on what happened. So the problem was that Festool HQ in JB sent me the old model without the protector. I moaned and managed to get a free polishing kit out of it (even though it looked like it was old stock too) but this didn't really solve the problem. So I sent an email to Festool HQ in Germany and I never got a reply so I asked you guys for the number for the housing (thank you Alex) and got my dealer to order it for R500. I wasn't entirely happy but hey at least they sent me something, that is way more than any other campany would do.

Well today I checked my spam folder and there was a beautifully written reply which said this:

Dear Mr. Meggersee,

thank you for contacting Festool regarding the missing protector.

For the Rotex RO125 is no old or new version. All Rotex 125 machines have since there launch to the market the mentioned protector as standard scope of delivery. So what your dealer is telling you is not really correct. However that the protector was missing at your machine could have different reasons and is new to me, as nobody contacted me regarding this topic.

Please send me your contact detail that we can arrange the missing part for you.

Kind regards/Mit freundlichen Gruessen

Rainer Schreiber

I use gmail so the spam folder isn't easily seen. I checked the date received and it was about a month later from when I had sent it.

It's nice to know they listen even if it is very late.

 

[Dave Ronyak]

Now for the good news:

You can buy the housing for the new RO125, which comes with the protector.  Everything else, I believe, is the same as the old model. Here in the US, it only cost a little over $30. (I can't imagine what it will cost you in your country.)

I did the replacement myself. If you decide to do it, my recommendation is to do it in a nice clean area (there are some small parts inside including springs and such) so that you don't lose any parts. The green button thingy that locks the Rotex head for pad removal has a spring holding it back. Careful perusal of the disassembly, and the parts diagram will make your re-assembly relatively uneventful.

Good luck,

Charles

Charles, thanks for the change out information!  I have the "original" model release of the RO 125, and later acquired the edge guard, and still later acquired a replacement housing which I have yet to change out.  I figured I would wait until the warranty expired on my original unit which it obviously has, or the machine needed other repairs which it has not.  My main use of it in the past couple of years has been to maintain the paint on the 3 cars in my household and sanding in my shop.  An edge guard is not needed for either of those uses.

Chris, I think you received a great gift for your troubles.  I purchased much the same set of supplies excepting the liquid polish (I chose Menzerna products) and a Sytainer to keep them in.  Those Festool polishing supplies cost me (in USA) much more than the cost of the guard and complementary housing needed for the guard.

Dave R.

 

[Bill_de]

I don't think the dealer treated the OP right. I ordered my Domino, online, around the time the new fence design was being introduced. He emailed me to ask which I wanted and included a description and a list of pros and cons of each.

That's what any tool dealer should do, and maybe more so with high end tools.

 

[egapeg]

Chris

Being a South African living in "exile" I can fully vouch for everything that you have said in your postings.

Just a few things from me on this.

You can see how old the "gift" from Festool SA is by looking at the date stamp on the bottom of the Systainer (a circle of numbers 1 to 12 with a two larger numbers - one on either side of the arrow indicating the month and year of manufacturing of the systainer.) this would give an indication of systainer age and it would follow that the kit was probably packed within a few months of that date.

As for the postal service if you can ever get a job in the sorting offices you could end up being very rich off the pickings.

Service in SA is not what it could be but there again here in the UK (also a third world country IMO) it also sucks.

The part that you were not sent was probably robbed by someone along the supply chain either as a spare for repair/replacement, since germany is a long way away and just taking one out of a new machine would be easier - nothing wrong with that as long as it IS put to one side marked as incomplete and replaced before being sold/shipped. I assume that Festool is an ISO certified company and there should be a procedure to deal with this. My guess is that the item went AWOL at your dealer hence the immediate "Slag off Festool SA"  Occasionally things do fall through the QA net and when this happens any reputable company will replace the missing/damaged part as long as they are made aware of the problem - Festool Germany's response is testament to that.

As for wanting to live in a first world country - "the grass is not always greener" (pardon the cliche)

Well keep well and if there is anything that you would like me to help with as far as spares etc go just PM me and I will try to see what I can help with.

Glenn

 

[egapeg]

By the way remember to let Festool Germany to send the replacement part with a "No Comercial Value Invoice" otherwise you will be responsible for customs duty in SA which is totaly random and will probably be more than just buying it from Festool SA.

My wife sent some gifts for a friend and her friend ended up paying R450 Customs Duty for something that was only worth R200. Unfortunately she paid the Duty and never took the matter further. Talk about Robin Hood.

Glenn

 

[tigger]

Well, as a South African living in South Africa, I can vouch for all Chris said too.

I have spoken, face to face, with the Cape Town Rep and found him to be defensive and dodgy. No real answers and a lot of deflection. When I put him on the spot regarding the owner of the importership of Festool, he became even more defensive. Ever since this guy bought the importership, things have gone south. I have emailed Germany, but, to date, no response. In all honesty, I don't think the South African market is worth their time and effort, comparitive to say the U.S.

So, now I buy on-line. I get what I want, when I want it, and cheaper, even with import duty and V.A.T. it's about about 25 - 35% cheaper, depending on what I buy. I've posted this comparitive before somewhere on FOG.
So now I'm not covered by warranty!!! So what?- I've never had a Festool product "break down" on me, save the brushes. And even if one does, it's still cheaper for me to just order the replacement part, which I'll get within 7 days. Still faster than if I took it in to my local dealer.

There are ways around all of Chris's problems. It just should'nt have to be this way.

 

[Corwin]

...
There are ways around all of Chris's problems. ...

Uhm..........  [tongue]

Hehehe, sorry Chris.  I couldn't help myself.  [big grin]

 

[image132]

Well, as a South African living in South Africa, I can vouch for all Chris said too.

I have spoken, face to face, with the Cape Town Rep and found him to be defensive and dodgy. No real answers and a lot of deflection. When I put him on the spot regarding the owner of the importership of Festool, he became even more defensive. Ever since this guy bought the importership, things have gone south. I have emailed Germany, but, to date, no response. In all honesty, I don't think the South African market is worth their time and effort, comparitive to say the U.S.

So, now I buy on-line. I get what I want, when I want it, and cheaper, even with import duty and V.A.T. it's about about 25 - 35% cheaper, depending on what I buy. I've posted this comparitive before somewhere on FOG.
So now I'm not covered by warranty!!! So what?- I've never had a Festool product "break down" on me, save the brushes. And even if one does, it's still cheaper for me to just order the replacement part, which I'll get within 7 days. Still faster than if I took it in to my local dealer.

There are ways around all of Chris's problems. It just should'nt have to be this way.

It really sucks that service in this country is like this. However it makes it all more  [jawdrop] ing and pleasant when you come across the 1 in 100 whom actually wants to help you. That makes saying "Thank you" actually mean something.

It also sucks that there is nothing we can do about it. I mean how do you complain about someone who is basically at the top of FestoolSA?

 

[tigger]

Dear Chris,

the best way to complain is to contact the guy directly. But this time make sure you use the right number as the number you posted in the forum is wrong.

The right number is 011 390 72 00

I had several contacts with the guy myself and can't follow your argumentation. I basically being all over in SA for more than ten years and haven't experianced the problem you mentioned for the last year.

Okay, I don't mean to pick a fight here, but I find it very suspicious that both Chris and I send an email to Germany regarding this issue yesterday wherein I mentioned the FOG forum, and today a newly registered user, i.e. today with no additional info on who you are!, comes to the defense of Festool SA in his first post!?!

Sorry mate but I smell a rat. I may be wrong but it's too coincidental. I've given Festool SA plenty of opportunity to respond to my concerns and nada. Hence I contacted Germany. Now all of a sudden we should make calls and expect them to be answered! Too late.

All the issues that Chris mentions are real and true. Together we know of two dealers in our area here that want to quit stocking Festool due to these same problems.

I'm making it my mission to get Festool SA to step up and stop embarrassing Festool internationally. it's crazy that the end user is more brand conscious than Festool SA

 

[image132]

Listen Woodblock it actually doesn't matter. I'm glad you get/got good service but I have not and I'm a little ticked about it.

I know that when I had this Rotex issue I asked my dealer, whom I trust, and he told me it was what FestoolSA had sent him. After calling FestoolSA and questioning they told me it was my dealer. No matter what you say this is no way to handle a client by just passing the buck. That is the type of service that gets to me.

I know old stock is a problem because my dealer has said so and on a few occasions now I have been a recipient of it. Ugh this whole situation pains me.

 

[justinmcf]

The rest is matter of fact's. Doesn't matter what you think.

i would say you have got it all wrong here my friend.
the original poster is the person who feels hard done by with this experience.
i would say it matters a great deal what he thinks.

when i spend my hard earned cash on festools, i would like to think my festool dealer is being honest with me also.
if not, then i would be doing the exact same as chris.

justin.

 

[tigger]

The rest is matter of fact's. Doesn't matter what you think.

i would say you have got it all wrong here my friend.
the original poster is the person who feels hard done by with this experience.
i would say it matters a great deal what he thinks.

when i spend my hard earned cash on festools, i would like to think my festool dealer is being honest with me also.
if not, then i would be doing the exact same as chris.

justin.

Justin, you have hit the nail on the head. They don't give a damn.

I sent a formal complaint to Festool Germany and all they did with my email is forward it to the problem guy here in SA! No response that they are looking in to it or "hell sorry about this".
This guy then emails me and denies everything! He blames the dealers! [eek] No record of my calls or emails to Festool SA! "Really? Who would have thought?" I mean I'm always keen to keep the smoking gun in my top drawer, just in case someone asks for it.  [doh]

I feel this has been poorly dealt with by Festool. I've hijacked and posted my experiences on Chris's post as a last resort after no action from the people at Festool, that matter.

Chris, I also know how you feel. But I don't believe that giving up is an option either. Festool must live up to their promises.

I have half a mind to post their corrspondance on this open forum. I don't think it will be allowed though.

To sum it up, Festool SA sucks!  [dead horse] and Festool Germany - I expected more from you.  [sad]

 

[tigger]

Well, I've sent off some more emails. Now I wait in anticipation.  [poke]

I just can't accept this.