Festool USA not answering the phone. At all.

[TylerC]

I sent two messages through their online "Contact Us" form in the past weeks that have not been answered.  Both times I got an e-mail confirming that the message was received.  Hopefully I won't need to charter a carrier pigeon.

Out of curiosity, did you select the "Service" or "Parts" option when using the contact form? (Some of the other categories go to me, so I'm curious if I'm the one who dropped the ball.  [unsure])

 

[RustE]

Out of curiosity, did you select the "Service" or "Parts" option when using the contact form? (Some of the other categories go to me, so I'm curious if I'm the one who dropped the ball.  [unsure])

First went to Sales.  Second went to Product Support.

 

[ghostofhoward]

I sent two messages through their online "Contact Us" form in the past weeks that have not been answered.  Both times I got an e-mail confirming that the message was received.  Hopefully I won't need to charter a carrier pigeon.

Out of curiosity, did you select the "Service" or "Parts" option when using the contact form? (Some of the other categories go to me, so I'm curious if I'm the one who dropped the ball.  [unsure])

Do you have a suggestion on how I should proceed? I know I can do the process online but I really feel like I need to talk to someone about my saw before just sending it in again for motor replacement #4. I can't keep feeding a brokedown mule

 

[junk731]

I took a look at the FestoolUSA twitter feed and find they have not posted a tweet since August!  They have nearly 15,000 followers, that's 15k folks who have said "talk to me".  Crickets.

We're moving away from Twitter. Despite a good number of followers, our engagement has never been very good there. It's also a dying platform that I don't see having a comeback. Our social media focus right now is Facebook, Instagram and YouTube (if you consider YouTube to be social).

Recent polls indicate Facebook is in the top 10 most hated companies, right up there with Walmart, great marketing move.

John

 

[TylerC]

I took a look at the FestoolUSA twitter feed and find they have not posted a tweet since August!  They have nearly 15,000 followers, that's 15k folks who have said "talk to me".  Crickets.

We're moving away from Twitter. Despite a good number of followers, our engagement has never been very good there. It's also a dying platform that I don't see having a comeback. Our social media focus right now is Facebook, Instagram and YouTube (if you consider YouTube to be social).

Recent polls indicate Facebook is in the top 10 most hated companies, right up there with Walmart, great marketing move.

John

By the logic, Coca-Cola and Budweiser should stop selling in Walmart, the world's largest retailer.

Facebook is the third most popular website in the world -- after only Google.com and YouTube.com. People might hate it as a company, but they use it. And it's not going away anytime soon.

 

[TylerC]

I sent two messages through their online "Contact Us" form in the past weeks that have not been answered.  Both times I got an e-mail confirming that the message was received.  Hopefully I won't need to charter a carrier pigeon.

Out of curiosity, did you select the "Service" or "Parts" option when using the contact form? (Some of the other categories go to me, so I'm curious if I'm the one who dropped the ball.  [unsure])

Do you have a suggestion on how I should proceed? I know I can do the process online but I really feel like I need to talk to someone about my saw before just sending it in again for motor replacement #4. I can't keep feeding a brokedown mule

I would say to initiate a repair online, but I get that you'd like to speak directly with someone. DM me your name and phone number, and I'll speak to someone directly and ask them to get back with you.

 

[gunnyr]

[member=57769]TylerC[/member] many thanks again for your participation in the FOG!

I took a look at the FestoolUSA twitter feed and find they have not posted a tweet since August!  They have nearly 15,000 followers, that's 15k folks who have said "talk to me".  Crickets.

We're moving away from Twitter. Despite a good number of followers, our engagement has never been very good there. It's also a dying platform that I don't see having a comeback. Our social media focus right now is Facebook, Instagram and YouTube (if you consider YouTube to be social).

You likely have insight that I don't have.  I do know that Dewalt and other manufacturers are very active on Twitter.

I ask that you remind all at FestoolUSA of the adage that "if you do not talk to your customers,  someone else will".  I am willing to pay a premium price for premium products but only up up a point.  Failure to get a call back is not quite what I would call "All Inclusive"

 

[RustE]

...
I ask that you remind all at FestoolUSA of the adage that "if you do not talk to your customers,  someone else will".  I am willing to pay a premium price for premium products but only up up a point.  Failure to get a call back is not quite what I would call "All Inclusive"

Communication is very important.  If FestoolUSA had something on their website, then I think that many people would be more understanding of their current situation (at least I would).  Most of us know that there is no fun in changing IT systems at any business.

Given the variety of communication methods available today, I quite often wonder why a company does not do a better job interacting with its customer base.  Note that the preceding comment is not limited to Festool.

 

[TylerC]

[member=63201]RustE[/member] Fair point. I think that this change was more disruptive than we anticipated.

I've added a message to the "Initiate a Repair" and "Contact" page of FestoolUSA.com and FestoolCanada.com to briefly note what's going on.

 

[jeh]

I took a look at the FestoolUSA twitter feed and find they have not posted a tweet since August!  They have nearly 15,000 followers, that's 15k folks who have said "talk to me".  Crickets.

We're moving away from Twitter. Despite a good number of followers, our engagement has never been very good there. It's also a dying platform that I don't see having a comeback. Our social media focus right now is Facebook, Instagram and YouTube (if you consider YouTube to be social).

Recent polls indicate Facebook is in the top 10 most hated companies, right up there with Walmart, great marketing move.

John

Maybe so, but them being hated has not affected their popularity nor their revenue. Polls are pretty much crap.

 

[Holmz]

I took a look at the FestoolUSA twitter feed and find they have not posted a tweet since August!  They have nearly 15,000 followers, that's 15k folks who have said "talk to me".  Crickets.

We're moving away from Twitter. Despite a good number of followers, our engagement has never been very good there. It's also a dying platform that I don't see having a comeback. Our social media focus right now is Facebook, Instagram and YouTube (if you consider YouTube to be social).

Recent polls indicate Facebook is in the top 10 most hated companies, right up there with Walmart, great marketing move.

John

Maybe so, but them being hated has not affected their popularity nor their revenue. Polls are pretty much crap.

The recent election poll confirms you hypothesis.

 

[junk731]

I took a look at the FestoolUSA twitter feed and find they have not posted a tweet since August!  They have nearly 15,000 followers, that's 15k folks who have said "talk to me".  Crickets.

We're moving away from Twitter. Despite a good number of followers, our engagement has never been very good there. It's also a dying platform that I don't see having a comeback. Our social media focus right now is Facebook, Instagram and YouTube (if you consider YouTube to be social).

Recent polls indicate Facebook is in the top 10 most hated companies, right up there with Walmart, great marketing move.

John

Maybe so, but them being hated has not affected their popularity nor their revenue. Polls are pretty much crap.

While I would have a tendency to agree with "yours polls are pretty much crap statement" so is what both Walmart sells and has done to most areas they have come to locate. If you don't understand the problems that Facebook has brought about even though they are popular, better do a little more in depth research. They have both well earned ranking as hated. Sheep do love to flock and be herded. LOL

John

 

[Scott B.]

Alas, in a month the FOG will be lamenting all the Hall of Fame worthy FOGgers who left the building with their jerseys before they could be hung from the rafters...

So much complaining, entitlement and arm chair quarterbackery.

 

[rizzoa13]

Alas, in a month the FOG will be lamenting all the Hall of Fame worthy FOGgers who left the building with their jerseys before they could be hung from the rafters...

So much complaining, entitlement and arm chair quarterbackery.

Ehhh I'd be a little miffed if I couldn't contact someone to speak to about my 4th motor failure too. Don't really think it's entitlement to expect better communication from a company charging a premium and slapping its own back constantly about it's amazing customer service. We pay for the quality and service so Festool needs to be held to a higher standard than some junk brand don't you think? If not then why the disparity in price?

 

[Thebesciak]

FYI

I was able to talk with someone from the Service Department today, and my tool is coming back to me after 8 business days.
Still a lot better than other tool brands  [big grin]

 

[ghostofhoward]

Alas, in a month the FOG will be lamenting all the Hall of Fame worthy FOGgers who left the building with their jerseys before they could be hung from the rafters...

So much complaining, entitlement and arm chair quarterbackery.

If you are referring to me ( the OP) I really and truly could not care any less. This saw has been a complete waste of time and money for me, and festool has been evasive and nonchalant about what is causing the problems. I talked to a service tech today. They refuse to take responsibility for it, in spite of the fact that I KNOW without any doubt that it's NOT user error causing the motor failures. They know it too, but want to talk about sharp blades, adequate power to the saw, etc, when I have been ridiculously overcautious about those things.I own/owned 10+ other festool machines over the last 9 years and have had no problems, it's just the kapex.......... I've had a paying job since I was 11 years old and am 37 now. I have worked for everything I own, no entitlement needed, I just want this company to admit they make lemons sometimes and correct the problem. Honestly, the saw should have been completely replaced after the second motor failure IMO. It pretty obvious I'm being stuck with paying for repair costs because the machine has never been properly fixed to begin with. Seems like they should find the root of the problems and fix it if they wont do the right thing and replace the saw.

 

[Johncarlo]

My Kapex will sit and collect a lot of dust until there is a proper fix. Why fix a lemon with a lemon... makes no sense to me. Sad!

 

[Scott B.]

Alas, in a month the FOG will be lamenting all the Hall of Fame worthy FOGgers who left the building with their jerseys before they could be hung from the rafters...

So much complaining, entitlement and arm chair quarterbackery.

If you are referring to me ( the OP) I really and truly could not care any less. This saw has been a complete waste of time and money for me, and festool has been evasive and nonchalant about what is causing the problems. I talked to a service tech today. They refuse to take responsibility for it, in spite of the fact that I KNOW without any doubt that it's NOT user error causing the motor failures. They know it too, but want to talk about sharp blades, adequate power to the saw, etc, when I have been ridiculously overcautious about those things.I own/owned 10+ other festool machines over the last 9 years and have had no problems, it's just the kapex.......... I've had a paying job since I was 11 years old and am 37 now. I have worked for everything I own, no entitlement needed, I just want this company to admit they make lemons sometimes and correct the problem. Honestly, the saw should have been completely replaced after the second motor failure IMO. It pretty obvious I'm being stuck with paying for repair costs because the machine has never been properly fixed to begin with. Seems like they should find the root of the problems and fix it if they wont do the right thing and replace the saw.

Not directed at you at all. I am sure you are legitimately frustrated. There is a pattern sometimes though where something that starts that way, as a legit concern or problem, turns into a pig pile of advice and demands about how things should be. I think constructive feedback is great and valued.

 

[Goneshootin88]

I had the same thing happen to me. Apparently the new system upgrade isn't working out so well. I shipped my Kapex in for service before XMAS and was concerned I wouldn't get it back before I moved. I left 4 voicemails and an email so that I could make sure it didn't get shipped back to my old address. I finally got a call back on the day I was moving. The gentleman that returned my call updated my info and said the saw would go to the new address. Apparently the computer didn't update it until the next Monday.The next week my old neighbor calls me and tells me the saw is sitting on the front porch of my old house. According to the service department there is nothing they can do to help me, so I've got to spend $377 to have it shipped to my new house. Needless to say , I'm not happy.

Sent from my iPhone using Tapatalk

 

[jimbo51]

This is a clear case where Tyler can take action to make sure that you are sent a refund of appropriate shipping charges. I will note that that shipping cost you mention seems very high.