Festool (UK) service for those a little naive

[shed9]

To add my own £0.02 worth on this one. I've kept out until now as these types of exchanges rarely end well, especially when it gets personal - I know as I've done it myself (to my own shame  [embarassed]).

I think the OP was right to air his concerns, especially given the situation and timeframes. In my own opinion, there are discrepancies between levels of support between the different territories Festool services and this is not always recognised. I like this forum as it is generally well balanced and good natured however there needs to be an opportunity to mention the bad as well as the good else it just turns into a fan site.

That said, I agree that the comments about Peter were uncalled for. If Peter were actually gifted tools relative to the positive PR he does for Festool the man would be knee deep in tools and he clearly isn't - the fact that one of his current threads is based on sharing a vac between tools to keep costs down is testament to that. He is clearly one of us and not a marketing device for Festool.

 

[Slartibartfass]

I think it would be helpful if Festool would reconsider their warranty policy.

As we live in a more and more mobile society and people move a lot internationally nowadays for job and personal reasons (myself included) Festool should offer worldwide coverage for their tools.

If I would ever move back to Europe I would hate to be in the grey zone as to all my US Festool purchases.

Festool, Let's make a great warranty policy stellar!

 

[Stone Message]

The common problem with global warranty schemes is that each branch of the business may be run as a separate cost centre which then means that credits have to pass between cost centres for repairs. This may sound straight forward but the cost of labour and other overheads may be considerably different between cost centres which then throws the whole thing out. Tools may be cheaper to buy in one country because the overhead of running warranty repairs is so much lower.

A reasonable counter argument would be that such problems are rare but we have a number of people here on the FOG that fit that scenario. Even so there could be help from the centre for such cases.

When the turbo went on my 530 BMW I was in Italy. The car had a warranty based in the UK. BMW were excellent but I had to pay the Italian BMW garage to fix everything then claim everything back from BMW UK on my return. It was an expensive job because the whole exhaust system had to be replaced, including the catalytic converter.

Peter

 

[Wuffles]

When the turbo went on my 530 BMW I was in Italy. The car had a warranty based in the UK. BMW were excellent but I had to pay the Italian BMW garage to fix everything then claim everything back from BMW UK on my return. It was an expensive job because the whole exhaust system had to be replaced, including the catalytic converter.

Only in the 3rd year of the warranty that's the case isn't it? Within the first 2 years it's covered by BMW Europe and the 3rd year is BMW Service UK? Waaay off topic, but wanted to clear that up as it sounds like it might cloud the issue.

 

[Stone Message]

When the turbo went on my 530 BMW I was in Italy. The car had a warranty based in the UK. BMW were excellent but I had to pay the Italian BMW garage to fix everything then claim everything back from BMW UK on my return. It was an expensive job because the whole exhaust system had to be replaced, including the catalytic converter.

Only in the 3rd year of the warranty that's the case isn't it? Within the first 2 years it's covered by BMW Europe and the 3rd year is BMW Service UK? Waaay off topic, but wanted to clear that up as it sounds like it might cloud the issue.

[attachimg=1]

It was just over 12 months old. - things may have changed since then.

Peter

 

[Wuffles]

To be fair, you didn't mention when it happened so I assumed it was within the past few years. However, their "words" are ambiguous  [eek]

Warranty Outside UK

Every new vehicle supplied by an Authorised BMW Centre in the UK carries a 36 month BMW Centre Warranty. This warranty commences on the original registration date of your vehicle. During the first 24 months, should your vehicle need to be repaired under warranty within the United Kingdom or outside of the United Kingdom, it may be taken to any Authorised BMW Centre or BMW Service Authorised Workshop. The repair will be carried out under the terms and conditions of the warranty, provided you can show the vehicle is still within the 24 month warranty period. This can easily be done for example by producing the service booklet where appropriate and showing the FREE PRE-DELIVERY INSPECTION box stamped by the supplying Authorised BMW Centre.

The third year of the BMW Centre Warranty is only valid provided the vehicle is registered in the United Kingdom. However, if you travel abroad and a warranty repair is required, this must be carried out by an Authorised BMW Centre or BMW Service Authorised Workshop. Please retain all invoices and any replaced parts (where possible). On your return to the United Kingdom contact your local Authorised BMW Centre or BMW Service Authorised Workshop who will process a warranty claim on your behalf.

 

[dibnah]

My post in contrast to the very positive PR work you do for Festool is at the other end of the spectrum and again completely based on my experience from which Festool could learn a lot without having to supply me with any free tools

Even in jest, that insinuation was completely uncalled for and unjustified. When you've given as much to this community as Peter has, then maybe, maybe, some of your comments would be acceptable. Given your first and only posts have been to aid resolution of your own issues, you have some way to go.

I hope you are respectful and apologise to Peter for your comment.

Whoops

Thanks for calling me on this Gary, It was a little late in the evening here and I and sorry if this remark has upset you or indeed Peter. I have sent him a PM. Cultural etiquette might well be reasonable for any misunderstanding, attitudes are very different in New Zealand the language used on the radio down here is shocking! No malice or offense was intended. I have been a little stressed lately and I'll try to keep to the point in future. Sorry this has not come sooner I don't get much time for regular updates, Cheers Dibnah

[ Edited to fix quotes - Shane ]

 

[dibnah]

I cant really comment about the service you received from Festool NZ. I think its the Hosts Nations Festool policy that you are having difficulty with and not the UK.

As far as binging Phil into it and making this some how his responsibility isnt really fair. He can only do so much as this is really out of his AOR (Area of Responsibility) and is going out of his way helping you.

When I moved from the States to the UK, I asked if my warranty would be honored here in the UK. I was told by Festool US that no they wouldnt be.

I found that to be untrue as Festool UK has helped me a few times as I mentioned in another thread on this subj of service.

No offense intended but it could be your approach to Festool NZ that may have caused some of your issue. I dont know how you approached Festool NZ. I only have your side of the story.

When I approach people who work in service I am polite, nice, and fully recognize that they have no responsibility to help me as my issue is out of their AOR. If they decide to help me out it is because they are going over and above.

Shane can help me with this, but my impression is each of the Festools NZ, US, UK are separate companies that can have their own internal policies as long as they meet the basic requirements of the Company over reaching policy which in this case is all inclusive service for product which are purchased in their AOR from them.

Another example is I cannot purchase Festool Products from the US and have them shipped over ere to the UK. Even though they are in most cases less expensive then here in the UK. If I do it infringes on Festool UKs sales.

I think you understand where Im going with this.

Posting about Phil contacting Germany for you ad not answering as fast as you like, then coming here isnt really heping your case.

This is just my opinion , really none of my business but posting this on a public forum isnt helping your case. So take it or leave
it.

Thanks for your interest Jobsworth

This was never a personal attack on Phil, but the assurance on my warranty did come from Festool UK which I understand Phil professionally represents.
I'm Sorry I can not see the harm and the logic in not posting a Festool customer service issue on a public forum policed by Festool.

Cheers Dibnah

 

[dibnah]

It took 10 months to get this issue resolved. How many of you on this forum would be patient for that long?

If I were the OP and were told that I would get a phone call in 24 hours and then did not get a call (probably a time difference issue), I would assume that I was being ignored again and then would feel justified in going public.

I agree that the comment about Peter P was uncalled for. However, Peter did not notice the amount of time that this had been going on. The OP mentioned February in his posts. Once again, this was an intolerable amount of time for a relatively simple issue that ultimately was solved very quickly once the right people took notice.

Thanks for your interested Jimbo

You are quite right once the right people took notice the repair was done. Had I not seen that Phil had recently joined this forum I would still be going around in circles. Prior to Phil's involvement my case had already gone to Festool's German HQ and I had had no joy come from that and I had pretty much given up. I think its very froward think of him to be proactive member of this group

Cheers Dibnah

[ Edited to fix quotes - Shane ]

 

[Stone Message]

Now all that has passed - back to the real world.

Dan has his problem sorted - excellent.

I think that there is one very positive thing that comes from all of this....

The decision for Phil Beckley to become an open and active member of the FOG is one of the best things for we UK members. His contributions in a relatively short period of time have changed the perception of Festool UK and promises a lot for the future.

Phil, Many thanks for making such a positive start (as an active member). I appreciate that you have a heavy work load with the demos, exhibitions, shows and teaching.

Peter

 

[Phil Beckley]

Hi
  It also shows the benefit of an open forum which welcomes input from all sides........and my input on the forum will continue in the same way..... [big grin]
RG
Phil