festool Uk what a waste of time.

[ajones]

the sprung pin fell out of the side stop for the domino machine and was lost in the w,shop probably vacuumed up.
looking at the other side I see that the sprung assembly is just pushed in nothing else holds it in.this is a poor design.

So I phone festool UK and speak to Amy and tell her what has happened She says Oh that's not right send it in and we will a new one. excellent.... or so I thought..

I posted it off the other day and we get a phone call the item will not be replaced  and I can buy the new parts myself.

This is a quote from the Festool UK employee. accessories are only guaranteed for a few months

I have never heard such nonesense in my life........... not happy

[ Edited to remove the name of the Festool UK employee - Shane ]

 

[toolfest.co.uk]

Hi Footstool

Can I help, what was the purchase date of the accessory, and the period of time between purchase and failure?

Regards

Warren

 

[woodguy7]

Not what you expect from a premium tool company  [blink]

 

[ajones]

Yes its a joke  The Festool UK employee says...no.

I'm not finished yet have to do a video of the poor design and then I am going to take it further see what happens.

What has annoyed me to the point I might explode is the total lack of professionalism as one member of the festool staff says send it in we will sort it.

and when you do, another says sod off (not literally) may as well have though. brand loyalty my arse  [mad]

[ Edited to remove the name of the Festool UK employee - Shane ]

 

[windmill man]

This does not surprise me, pretty much par for the course, TTS uk (Festool UK) are quite frankly useless and very unprofessional. Its a shame that the UK face of Festool is TTS

Go for them as hard as you can , over this issue , its the only way you will get any recourse from them.

If you dont get anywhere by pass them and go direct to Germany, You will get satisfaction there.

John

 

[ajones]

john

I get what you are saying but if I have to go that far I'm done with festool. and I have defended tts here in the past. [doh]

 

[joiner1970]

Funny enough I have had good service from them recently. I sent my OF1010 in for repair as the plunge lock kept releasing on its own. When it came back they had changed some parts and even replaced the green button that locks the spindle which was missing. The only bad part was that the router was away for over 11 days but I found out this was down to the idiots in my local toolshop. I dropped it off on a thursday and they did get around to faxing Festool until the following Monday  :.

 

[toolfest.co.uk]

Good Evening

As a fairly big dealer I'd like to help if I can. However I would need to know how old the accessory is? A couple of months or a couple of years?

Regards

Warren

 

[jmbfestool]

Dude!  You are better getting familiar  with a Festool rep then Deal through him all the time OR go through your Dealer as long as he is a good dealer if he aint FIND a better DEALER!

I have never had problems since I found a good festool Rep and Dealer with sending stuff back and getting things sorted!   My old  Dealer I use to use for Festool stuff but now only use for bits and bobs (unfortunately my local one aswell which is annoying!) is rubbish also his festool Rep seems rubbish also! I have never seen him and he doesnt seem to keep the dealer up to date as the dealer never knows anything new coming out from Festool!    I think you need to find a Dealer who is a Good Dealer BUT also has a good relationship with his Festool Rep.

It makes a MASSIVE difference!

Well I have spoken to Festool UK 2 day about my Kapex and EHL85    as my EHL850 broke on me on Friday!   The warranty has ran out on the EHL850 about 2 weeks ago  I told the woman on the phone and she said its okay we will still cover it under the warranty send it in.    I told them about my kapex head sticking when I try and plunge down it gets stuck because of the flat metal bar at the rear which operates the guard on the ball bearing at the rear.  I said send me the bar ill replace it but I was told I would have to pay for it as they will only do it under the warranty if I send it  so I gotta send my Kapex off also!

Ill report back how it goes! I sent them an email with proof of warrenty 2 day for Kapex and  the out dated proof or warranty shall I say for the EHL850 lol! ill see what happens!  

Rexy told me that they have had a few Kapex with the same problem as mine and they said unfortunately Festool do a bodge repair on the kapex to fix the problem which I am not really happy with but nothing I can do!    Apparently they drill the casting and then stick a bolt through to fix the new ball bearing as their is no other way to do it!  If they wanted to do it properly they would have to change the casting which would cost to much money  and so apparently Germany have approved this bodge method to fix the problem.     Ill wait and see what they do with mine and post pictures of the results before I make my opinion of the ''bodge job''

JMB

 

[upscale]

So I phone festool UK and speak to Amy and tell her what has happened She says Oh that's not right send it in and we will a new get you a new one. excellent.... or so I thought..

I posted it off the other day and we get a phone call the item will not be replaced  and I can buy the new parts myself.

Well Footstool, as aggravated as you are against the company (UK version anyway), you already have one dealer offering to assist if he can. To me, that speaks volumes about the people who are part of the Festool family. I suggest you use that family connection and let us know what happens. Customer satisfaction may take many routes.

 

[jmbfestool]

So I phone festool UK and speak to Amy and tell her what has happened She says Oh that's not right send it in and we will a new get you a new one. excellent.... or so I thought..

I posted it off the other day and we get a phone call the item will not be replaced  and I can buy the new parts myself.

Well Footstool, as aggravated as you are against the company (UK version anyway), you already have one dealer offering to assist if he can. To me, that speaks volumes about the people who are part of the Festool family. I suggest you use that family connection and let us know what happens. Customer satisfaction may take many routes.

Yes I agree!  Warren seems to be showing good will in trying to Help but he has been ignored! Seems kinda rude to me!      Like I said you need to find a Good Dealer and Festool Rep  and they need to have a good relationship together and that will solve your problems as the Dealer and Rep do all the shouting and running around for you so you dont need to get all high rate like you are doing now!    Sooo Warren is offering to help so to me thats a GOOD dealer! I would only assume he has a good relationship with his Rep??  So what are you waiting for Festoolfootstool?

JMB

 

[Brice Burrell]

Yes I agree!  Warren seems to be showing good will in trying to Help but he has been ignored! Seems kinda rude to me!      Like I said you need to find a Good Dealer and Festool Rep  and they need to have a good relationship together and that will solve your problems as the Dealer and Rep do all the shouting and running around for you so you dont need to get all high rate like you are doing now!    Sooo Warren is offering to help so to me thats a GOOD dealer! I would only assume he has a good relationship with his Rep??  So what are you waiting for Festoolfootstool?

JMB

Good post JMB [thumbs up] (and I understood every word too). [tongue]

 

[ajones]

JMB

I phoned the rep that came to see me a few months ago but he is on holiday,so no joy there.

I am going to put my complaint in writing along with a video of the problem with the part you would not believe just how stupid the design is.

I feel for you as far as the kapex is concerned.

you dont seem to have had much luck with your festools [sad]

I have been using slingers1858 for some time and john comes across as a nice guy but ideally I could do with a good local dealer, but I dont have one.

 

[ajones]

Good Evening

As a fairly big dealer I'd like to help if I can. However I would need to know how old the accessory is? A couple of months or a couple of years?

Regards

Warren

Warren I bought the domino off you as a set version

 

[j123j]

I once called the festool support here in Finland, I was concerned about my TS75 with the CMS riving knife being wobbly and not really secure.

The answer i got was: Buy a proper tablesaw.  [blink]

I asked for him to check if the cms riving knife was fiddly and wobbly on the cms unit they have and he wouldent even boughter to check...

So thats the level of the support i've gotten over the phone from Festool Finland (tooltechnic).

I think the custommer service in North America just works 100 times better in most cases than it does here across the pond.

This past summer festool did a tour around Finland and I did get good custommer service from the guys running it, but still I expected to get that same level of service thru the phone.

 

[AlexThePalex]

I have the same shoddy experience from Festool NL. I don't even bother anymore to contact them. The couple of times I did I got wrong information or they wouldn't help me. Had some experience with Festool Germany also, that was a lot better. Even though I was Dutch they were more willing to help me than my own Dutch Festool headquarters.

Seems like the great Festool service only counts for America. Here they take you for granted.

 

[toolfest.co.uk]

Hi Footstool

I can check our records tomorrow but that's gotta be over two years ago? Let me check and I'll get back to you. We will find a solution I'm sure. Just give me a little time?

Regards

Warren

 

[windmill man]

JMB is correct you need to have a good relationship with your dealer , they take the pain of dealing with TTS away from you. I have bought virtually all my Festools from Slinger and they value my business. ( I only live about 12 miles away.) I have had excellent service from both Peter and David at Slingers. It is a shame that you have to rely on them to get good service and that TTS dont seem to give a stuff. i some times get the impression that the dealers are exasperated with TTS as well. Its about time Festool head office had a look at the American model of relationship building and customer service. Shane and his dealer network seem to try and work together to build a good customer relationship and customer service.

You Chaps in the USA  dont know how lucky you are.

It is nice to see Warren trying to step up to the mark on behalf of the Festool Brand in the Uk. Thanks Warren  [smile]

John

 

[upscale]

I think the custommer service in North America just works 100 times better in most cases than it does here across the pond.

;D Probably means that North American customers are more likely to complain, are more likely to be volatile about their complaints and are probably more ready to follow up on their complaints.

 

[Ken Nagrod]

I think the custommer service in North America just works 100 times better in most cases than it does here across the pond.

;D Probably means that North American customers are more likely to complain, are more likely to be volatile about their complaints and are probably more ready to follow up on their complaints.

We are a tough bunch.  [wink]