Festool (UK) service for those a little naive

[Phil Beckley]

Micheal Mraz is a marketing assistant and comes across a someone who wants to help.But my opinion is that he has probably given you the wrong information.

And clang, the penny drops. All makes sense now.

I also drove the pick up with the generator for the truck tour along with two others.......team work. [wink]
If we hadnt then no Festool day to which i assume you visited.
rg
Phil

 

[Phil Beckley]

I have met Micheal Mraz and he is a thoroughly nice young man. He works hard and he has been very helpful to me on many occasions when I have needed information about equipment that I have been reviewing. I would not like to see any criticism of him in a public forum that he is probably not allowed to contribute to and hence cannot defend himself.

I have been to countless shows and seen just how hard the Festool UK people work. Okay, they can sometimes take a while to get things done but that is a reflection of their manning levels not their commitment to support their customers.

I agree with Ron (Jobsworth) and think it such a pity that the OP took the line that he did.

Peter

edited...

I have just seen Shane's post which crossed with mine. I agree with him absolutely.

Thank you for reminding everybody of this Peter.
RG
Phil

 

[Phil Beckley]

Hi
  As discussed during our communication over the past week or so you will be contacted as promised.
RG
Phil

Thanks Phil I have now received the call and have the reassurance that things will shortly start moving in the right direction for me.  I am not sure if this forum was responsible or not for the promised contact but it was mention by your colleague. I will update you when I get more information. Kind regard.

[ edited to remove long quote - Shane ]

As i have said - i did exactly as i said i would and contacted the correct person. I did ask that you wait an extra 24 hours for the call but the decision not to is obviously your choice. The call came during this time to you.
rg
Phil

 

[Phil Beckley]

I have met Micheal Mraz and he is a thoroughly nice young man. He works hard and he has been very helpful to me on many occasions when I have needed information about equipment that I have been reviewing. I would not like to see any criticism of him in a public forum that he is probably not allowed to contribute to and hence cannot defend himself.

I hope are not saying that my post is in anyway negative or critical as this was not my intention - I was just pointing out his position in the company and that he is a helpful chap.

It came across as negative.
rg
Phil

I have been to countless shows and seen just how hard the Festool UK people work. Okay, they can sometimes take a while to get things done but that is a reflection of their manning levels not their commitment to support their customers.

What you say about manning levels reinforces my opinion; the Festool push for market share and the increase in sales have left Festool understaffed and unable to cope with the increase in traffic, which obviously has a impact on their commitment to support their customers.

[ Edited to fix quotes - Shane ]

 

[Phil Beckley]

I have met Micheal Mraz and he is a thoroughly nice young man. He works hard and he has been very helpful to me on many occasions when I have needed information about equipment that I have been reviewing. I would not like to see any criticism of him in a public forum that he is probably not allowed to contribute to and hence cannot defend himself.

I hope are not saying that my post is in anyway negative or critical as this was not my intention - I was just pointing out his position in the company and that he is a helpful chap.

It came across as negative.
rg
Phil

I have been to countless shows and seen just how hard the Festool UK people work. Okay, they can sometimes take a while to get things done but that is a reflection of their manning levels not their commitment to support their customers.

What you say about manning levels reinforces my opinion; the Festool push for market share and the increase in sales have left Festool understaffed and unable to cope with the increase in traffic, which obviously has a impact on their commitment to support their customers.

[ Edited to fix quotes - Shane ]

This is speculation and not correct.
rg
Phil

 

[Phil Beckley]

Hi
  I said i would get back to update this thread and here it is.

Dan has now recieved his machine back to his workshop. In response to the concerns raised in this thread Festool have put together the statement below.

We apologise for the confusion caused by the original statement. We do offer SERVICE all-inclusive worldwide - however with diffrent services in the service package for the following reasons.
  As we do not have a Festool subsidary in New Zealand we use an import partner that takes care of all of the service and repair issues. Our partner is in charge of their own service terms and conditions and excludes machines purchased abroad.
  We can see that this does not meet the expectations of a customer friendly service and therefore we will work on a solution to this.
  In Daniels case we found a solution with our import partner and due to a rare manufacturing defect the machine has been repaired free of charge.
We again apologise for the inconvenience caused.
FESTOOL

I hope the above statement shows that Festool do listen and act on the information we recieve. Every concern that was raised in this thread was passed on to the relevant person throughout the company and all have acted to make progress on this area.

RG
Phil

 

[jimbo51]

I am glad to see that this was resolved in a way that took into account the confusion on the advice from the UK.

 

[Louis84]

Jesus what a totally badass company. Love em

 

[dibnah]

Hi

I also wanted to update the thread and respond to a few comments, but first I wanted to apologies for breaking the forum rules and for a little of the rant that came out in my OP.

Prior to posting here, there had been a build up in my frustration in trying to get this issue resolved on and off over the last 10 months. I was finally advised I was going to receive a call from Germany. I waited up have the night, the call didn't come, and well I opened this discussion when I woke in the morning. I did receive a call the following day and the outcome of that has resulted in the repair of my machine.

I would also like to document my appreciation to Phil, and his contact in Germany who has been by far the most proactive Festool representatives on this for me. It is only in the recent weeks that Phil has been involved in this and he has been great to deal with.

I still have a few issues moving forward but will address those shortly, for the time being I am really enjoying using the Domino XL to get through a back load of work.

Thanks for all the interest
I'll respond to a few comment

Dibnah

 

[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]

I'm glad he made it public. I'd do exactly the same if I'd already checked before moving half way around the World too.

[ REMOVED PRIVATE EMAIL per forum rules - Shane ]

According to the OP, that came from Festool UK. So how is this nothing to do with Festool UK?

I personally (and it's none of my business either) think he's well within his rights.

Thanks for your support wuffles

You are quite right the assurance on the worldwide coverage of my warranty did come from Festool UK  If nothing else I let of a little steam in posting on the FOG and I probably had a better phone conservation the following day for it. I also now feel that fellow foggers input has been valued by Festool as per their statement.

 

[dibnah]

This is outside of my realm of responsibility but I do have a little something to say about the matter.

Remember that sometimes things take time to sort out. If the customer was told that they were working on sorting it out, he should have been patient in my opinion. Had he not gotten the result he wanted, then he could have voiced his dissatisfaction here. But using the forum to try to "influence" the situation was in poor form.

Also, it's against our forum rules to publicly share private communications, such as emails.

Shane

Thanks for your interest Shane

My dissatisfaction however was with the on going process and I have been very patient. Its a shame you have removed and not just edited the emails as they show the time frame involved. As much as it is your opinion that I was trying to "influence" a decision regrading my situation; as per my opening statement I was hoping to  "enlighten" those a little naive like me with the sort of service you could well receive form Festool and this is based on documented facts that you have removed from the post. For me that's the bad form.

 

[dibnah]

I have met Micheal Mraz and he is a thoroughly nice young man. He works hard and he has been very helpful to me on many occasions when I have needed information about equipment that I have been reviewing. I would not like to see any criticism of him in a public forum that he is probably not allowed to contribute to and hence cannot defend himself.

I have been to countless shows and seen just how hard the Festool UK people work. Okay, they can sometimes take a while to get things done but that is a reflection of their manning levels not their commitment to support their customers.

I agree with Ron (Jobsworth) and think it such a pity that the OP took the line that he did.

Peter

edited...

I have just seen Shane's post which crossed with mine. I agree with him absolutely.

Thanks for your interest Peter

For me this was just a fault with an electrical appliance, and a customer service issue and you are right they do take a while to get things done.  I am not trying to take the shine of anyone favorite brand of power tool. 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

Cheers Dibnah

 

[CrazyLarry]

Seems a little unfair to blunderbuss everyone (shane / phil et al included)

1) The forum moderators err on the side of caution, this is the case in practically any forum scenario I've encountered whether corporate or loose club / society. Sometimes you're the benefactor, sometimes not... The fact Festool oversee the forum doesn't seem to adversely impact the for / anti bias so long as you stay on topic (tools) and stay nice...

2) Festool support have IMHO a far, far better record than any other manufacturer I've ever had to contact (only experienced with Festool UK but they have always been outstanding, even proactive on occaision!)

3) Your case has *some* merit; but then they went away, doubtless exchanged many emails and came back to you with an explanation of their position and a statement of their future position on international warranty / support generally and globally, including an explanation of the specifics as relates to NZ and specifically your case. They took a while but this is ultimately a German company (they like to think / consider / discuss / formulate) and the issue was an international one, both of those factors add time.

4) From what I've read they resolved the issues for you personally in your particular case to your satisfaction.

5) Isn't this where the thank you's go?

L

 

[GarryMartin]

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.

 

[dibnah]

Seems a little unfair to blunderbuss everyone (shane / phil et al included)

1) The forum moderators err on the side of caution, this is the case in practically any forum scenario I've encountered whether corporate or loose club / society. Sometimes you're the benefactor, sometimes not... The fact Festool oversee the forum doesn't seem to adversely impact the for / anti bias so long as you stay on topic (tools) and stay nice...

2) Festool support have IMHO a far, far better record than any other manufacturer I've ever had to contact (only experienced with Festool UK but they have always been outstanding, even proactive on occaision!)

3) Your case has *some* merit; but then they went away, doubtless exchanged many emails and came back to you with an explanation of their position and a statement of their future position on international warranty / support generally and globally, including an explanation of the specifics as relates to NZ and specifically your case. They took a while but this is ultimately a German company (they like to think / consider / discuss / formulate) and the issue was an international one, both of those factors add time.

4) From what I've read they resolved the issues for you personally in your particular case to your satisfaction.

5) Isn't this where the thank you's go?

L

Thanks Larry

1,Thanks for the Info.
2,That's great lucky you.
3, They took a while you are right thanks I really hadn't noticed
4, As per my post I have some issues going forward that I will address shortly
5, I have sent PM thanks to those involved directly and posted in this thread my appreciation to Phil, and his contact in Germany.

Cheers Dibnah

 

[peter halle]

Let's not go down to road of making this personal please.  Future posts of that type shall be moderated.

Thanks in advance.

Peter

 

[jimbo51]

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.

 

[Phil Beckley]

Let's not go down to road of making this personal please.  Future posts of that type shall be moderated.

Thanks in advance.

Peter

Hi
    This thread has been very useful to all FOG members but also to Festool - so as Peter has said please do not let this go down hill so it becomes redundant.
RG
Phil

 

[sancho57]

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