festool Uk what a waste of time.

[upscale]

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

I agree, but even here in North America, (Canada in this instance) having a good tool dealer who values your business is definitely an asset. My dealer for power tools is Atlas Machinery in Toronto. I've been a customer of Atlas for just over a year, but in that short time, I've seen and experienced nothing but excellent customer service. I've been woodworking for over forty years, so it's not like I haven't tried other dealers. Between Atlas and Lee Valley, I'm pretty well set. Yup, I feel lucky!

 

[Deansocial]

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.

because they have alot less tools to concrentrate on [tongue]

 

[upscale]

We are a tough bunch.  [wink]

Is that an acronym for mean?  [big grin]

 

[Ken Nagrod]

We are a tough bunch.  [wink]

Is that an acronym for mean?  [big grin]

Synonym.  Perrrhaps.  [mad] [big grin]

 

[mouppe]

Got to say I agree with all the above points. When I moved to NYC in 2001, the customer service experience was worlds apart from the typical UK company. Same goes for Canada. From restaurants to bars to shops, customer service in North America is far better than the UK typically.

With one massive exception. Anything to do with the government- federal or local, the police, the immigration people, etc. is a disaster in the US. Unhelpful, rude and unknowledgeable seems to be the job requirement in my experience.

Not a political comment, just a cultural observation.

 

[jmbfestool]

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.

Same back at ya dude!  Sorry to hear you ain't having much luck with your domino!

Yeah I think my problem is I buy the tools to soon I should wait before they have been out for a while till the faults have been sorted out.  The kapex has been out for a while though before I bought it  so I have been unlucky with da one.  Still a nice saw to use though!

I told my dealer about my T-15 still playing up again it's a year out of warranty now  but my dealer rexy is still going to try and see if it can be sorted under warranty as he thinks it should be as I have had it repaired so many times and festool uk know the T-15 has faults!  I didn't even buy the T-15 from him as I bought it before I knew him so to me that is good Dealer

Jmb

 

[AlexThePalex]

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.

because they have alot less tools to concrentrate on [tongue]

Or a lot more guns to worry about.  [wink]

 

[WarnerConstCo.]

the whole guard mechanism is the only part of the Kapex that sucks.

 

[Timtool]

the whole guard mechanism is the only part of the Kapex that sucks.

that, and the €90 printed circuit board that "suddenly" fails a few months after warranty expiration!

 

[ajones]

It is good that Warren is interested in helping, But the issue is more about the way I feel I was treated by tts, and to bring this poor service to everyones attention, festool is supposed to be a premium brand based on service not on price... did I get that right?

If the first staff member had made a mystake in saying they would be replaced why not say so and just replace the missing parts at what must be just a few pence. that way everyone goes away happy and  so when I am thinking about buying the new domino in a few months this issue would not be at the back of my mind...

and the statement made by the Festool UK staff member that festool accessories are only covered by a two month warrantee

Nobody has picked up this really important point. So anything that is not a tool is classed as an accessory? and therefore is only guaranteed for two months?

this sounds like garbadge and cannot comply with either UK or European consumer law.so why would a global brand  be happy with its staff making statements like this?

As I have said in earlier posts I will seek a resolution to this and will post any further developments.

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

 

[Deansocial]

Same back at ya dude!  Sorry to hear you ain't having much luck with your domino!

Yeah I think my problem is I buy the tools to soon I should wait before they have been out for a while till the faults have been sorted out.  The kapex has been out for a while though before I bought it  so I have been unlucky with da one.  Still a nice saw to use though!

I told my dealer about my T-15 still playing up again it's a year out of warranty now  but my dealer rexy is still going to try and see if it can be sorted under warranty as he thinks it should be as I have had it repaired so many times and festool uk know the T-15 has faults!  I didn't even buy the T-15 from him as I bought it before I knew him so to me that is good Dealer

Jmb

i did think it had been out that long, i had mine at release give or take a few weeks im sure and it would stil be in warraty i think till october

 

[woodguy7]

Footstool, do you have a picture or vid of the faulty part.  Myself & others might want to check our ones, i am not sure which part you are referring to.

Well done Warren for being active on this forum & taking the time to try & help.  You are a long way from me but i may put a few things to you to price, i have been waiting for months for a roll of the foam backed sandpaper from my dealer  [sad]

 

[ajones]

Hi woodguy

I will do a video to show what the issue is but festool UK has the offending items at the moment, so I have to wait for them to be returned.

 

[toolfest.co.uk]

Hi Footstool

Pictured below I think is the part you need replacing, can you confirm? I hope it is because Nicki is sending one to me free of charge for me to forward on to you. If you could PM me with your address that would be great.

If this isn't the part then let me know, and I'll look into it further.

Hope this helps and for the record Nicki has been really helpful to us, as are all the staff at TTS. If anyone has a problem with anything then by all means let me know and I'll try and help. Sometimes we need to balance our expectations with what is reasonable to ask, especially when in this case the accessory is over 2yrs old. I know machines are warrantied for 3yrs and maybe we need to clarify with TTS where we stand on accessories for the future.

In this case though I think we may have a happy ending?

Best regards

Warren

 

[CO_JCD]

I am glad that this looks to be a happy ending, however, this is not an isolated incident.

I had some minor issues with my CTM22 vac under warranty which Festool UK said were not covered - this really surprised me given that it was the main tool that had failed.

The minor issue was the spring / pivot for the mains socket hatch had come away and the spring lost - Festool said I would have to buy a whole new cover as they could not supply just the spring and would not cover the replacement part themselves.  Also the mains cable had not been moulded to the plug properly and was exposing the inner cores - again Festool did not acknowledge that this was their issue despite the fact that the cable had never been pulled and it was clear that the original moulding operation had been sub-standard.

Due to the minor nature of the items I did not push it beyond a couple of phone calls.  I do however feel that Festool UK do need to be more willing and ready to honor their warranty than they appear to be at present.

John

 

[jmbfestool]

Same back at ya dude!  Sorry to hear you ain't having much luck with your domino!

Yeah I think my problem is I buy the tools to soon I should wait before they have been out for a while till the faults have been sorted out.  The kapex has been out for a while though before I bought it  so I have been unlucky with da one.  Still a nice saw to use though!

I told my dealer about my T-15 still playing up again it's a year out of warranty now  but my dealer rexy is still going to try and see if it can be sorted under warranty as he thinks it should be as I have had it repaired so many times and festool uk know the T-15 has faults!  I didn't even buy the T-15 from him as I bought it before I knew him so to me that is good Dealer

Jmb

i did think it had been out that long, i had mine at release give or take a few weeks im sure and it would stil be in warraty i think till october

No dude  it is out of warranty I got mine when it was released I was like on of the first people to have T15 I think

 

[Rick Christopherson]

Footstool, do you have a picture or vid of the faulty part.  Myself & others might want to check our ones, i am not sure which part you are referring to.

I believe he is referring to the Cross Stops. However, the fact that we are also unsure of what he is referring to is not an unimportant issue.

If the first staff member had made a mystake in saying they would be replaced why not say so and just replace the missing parts at what must be just a few pence. that way everyone goes away happy and  so when I am thinking about buying the new domino in a few months this issue would not be at the back of my mind...

At first I thought you were referring to the spring behind a paddle. When that didn't make any sense, then I guessed it must be the barrel of the regular stop pins in the fence, but those aren't accessories either. It was only by process of elimination that I was able to deduce that you are probably referring to the cross stops.

If TTS was having the same difficulty understanding which part is being discussed as the rest of the forum, it is no surprise they would have mistakenly stated that it was a warranty item, but once received, realized it was an accessory item.

Another question to ask is whether this is just the stainless steel tip from the plunger, or is it the entire brass barrel?

 

[Mauri Motti]

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.

....Service in any way in any field in any place, in Finland. ???.. LOL it's not in our dictionary!.....

 

[jmbfestool]

Just thought I would update my festool uk experience.

I got an email at about 9oclock in the morning

Hi James,

I could not see a telephone number to contact you regarding these collections.

Just to let you know, I will be sending a transport this evening for the Kapex. This should arrive tomorrow and the FedEx driver normally waits while the box is being packed, I will book this as a reverse collection for two items.

So they should deliver one item and take both away with them tomorrow.  

If this is a problem please contact me before half 4 so we do not send the box.

Many Thanks

Kind regards

I checked my email OOOPS I forgot to put my contact number on it! I didn't read this email till 7 so little late to cancel if der was a problem soo good job it ain't a problem lol.     Well any way so far so good with the festool uk service it has been very quick soo looking good

Jmb

 

[ajones]

Footstool, do you have a picture or vid of the faulty part.  Myself & others might want to check our ones, i am not sure which part you are referring to.

I believe he is referring to the Cross Stops. However, the fact that we are also unsure of what he is referring to is not an unimportant issue.

If the first staff member had made a mystake in saying they would be replaced why not say so and just replace the missing parts at what must be just a few pence. that way everyone goes away happy and  so when I am thinking about buying the new domino in a few months this issue would not be at the back of my mind...

At first I thought you were referring to the spring behind a paddle. When that didn't make any sense, then I guessed it must be the barrel of the regular stop pins in the fence, but those aren't accessories either. It was only by process of elimination that I was able to deduce that you are probably referring to the cross stops.

If TTS was having the same difficulty understanding which part is being discussed as the rest of the forum, it is no surprise they would have mistakenly stated that it was a warranty item, but once received, realized it was an accessory item.

Another question to ask is whether this is just the stainless steel tip from the plunger, or is it the entire brass barrel?

Rick there was no confusion about what part was broken I went into great detail about the problem and told Amy that I was removing the pin assembly from the left to the right as needed,it was then Amy suggested that I send them in one at a time to minimise the inconvenience.

I even commented about the fact that she was going to send me a repair request even though it was not a machine for repair but a cross stop for replacement.

I have the parts back with me now and will attempt to do a video showing the problem.

the problem with all of this has been the Festool UK employee's failure to establish the facts with Amy before she told me it would not be repaired/replaced.
and some blame must lie with me as some weeks have past since I spoke to Amy and sending the stops to tts.

I would like to say that they fell apart the second time I used them,I had never had any use for them before now as I just use the domino for cabinet work and work off the outside edges and pencil mark the middles.

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