Festool USA not answering the phone. At all.

[TylerC]

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.

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DM me your name, address and phone number, and I'll speak with the service department on Monday.

 

[Goneshootin88]

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.

The shipping is definitely high ( we moved to Hawaii) so that's why I called so many times. I was trying to avoid this exact situation.

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[Goneshootin88]

[/quote]

DM me your name, address and phone number, and I'll speak with the service department on Monday.
[/quote]

Thanks Tyler, the info has been sent.

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[Goneshootin88]

I had the saw shipped to my new house today. $387.04 all because no one answers the phone [emoji849]

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[rizzoa13]

Wow I'd be livid on principal alone.

 

[jimbo51]

It is time for Tyler to make a clear statement in this forum that these shipping charges will be covered by Festool. The cost was incurred because of internal problems at Festool. The customer took the appropriate measures to avoid a mis-directed shipment.

Festool made a mistake and Festool should take care of this issue. I see no excuse for Festool not taking care of this and doing so soon.

 

[TylerC]

I'm waiting on a follow-up from the service team about how/if this got resolved.

 

[Paul G]

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.

Complaining is to be expected at the support forum of a company.

 

[pingvinlakrits]

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.

Complaining is to be expected at the support forum of a company.

Yes, I agree. Where else should I be complaining?
And, why shouldn't we? I am guessing that the people who don't get that are the ones doing the arm chair quarterbackery.
I have my fair share of Festool repairs/issues over the years. Most handled as good as you can ask for and some definitely not. It is more productive to share critique and praise alike. Sometimes the critique is more productive than counterproductive.

A _support_ forum is there to handle issues/complaints not to _support_ the company.

I used to be registered at the official Bosch forum where complaints were abundant but answers were very slow and sometimes questions were left unanswered by moderators for weeks or even months. Some guys at Bosch really tried to help and were very friendly but as a whole it felt like you might as well just not bother. Trust me, this is better.

I find threads like these very helpful and for the most part I don't hold it against Festool - I would not be neck deep into their product line if I wasn't happy with them as a whole.

 

[Woodhack]

I want to shine a bit of light on what's going on. Nearly everyone in our office is absolutely swamped right now for a few reasons. For me, the last two weeks have been among the most stressful and exhausting of my professional life. I can 100% gaurantee you that if your calls aren't being answered/returned quickly, it isn't out of indifference or laziness. Nobody in our service team is slacking off.

There are two big things happening simultaneously:
1. The service team has to shut down for a week(ish?) at the end of the year for inventory and operational reasons. This creates a backlog in the first week or so of the year.
2. (And this is the big one) We are overhauling all of our technology systems right now.  Most departments (including service) are starting all new systems this week and last. As there always is with something like this, there's both a learning curve and various issues/bugs to work through.

I understand that -- if you need your tool repaired quickly -- you don't care about what's happening behind the scenes. Fair enough. But that's the reality. Those dudes are working as hard as they can.

Thanks for that info. I sent something in for  a look and was wondering why it hadnt been returned yet. I have had excellent return times both times I have had things repaired. 6 days including ship time. Heck they even fixed a sander I was responsible for damaging because it was in my warranty window. They did not have to do that!

I have never had better service from any company. I am also lucky enough to have a dealer near by who says if you need this tool you can use the floor model while you wait!! I plan my service/repairs accordingly though and dont need to do that. None of my current Festool tools have ever failed out of nowhere!

 

[gunnyr]

I find threads like these very helpful and for the most part I don't hold it against Festool - I would not be neck deep into their product line if I wasn't happy with them as a whole.

Well said!  Amen!

 

[ewils91]

I'm usually pretty quiet but I have to say that as much as I like the Festool line and have many, many of their tools; the company's customer service is not perfect. About 5 years ago I bought a TS75 that didn't seem to cut correctly right out of the Systainer. Long story short it was determined that the arbor had over .035 of run out. Yep that's imperial so if you want metric...convert it before anyone gets started.

Two trips back and forth for repair and they were never able to fix it. No I'm not saying that another technician couldn't have, never the less they didn't. I examined it, bought replacement parts and fixed a brand new saw myself.

I spent many years working for a motorcycle manufacturer and I know for certain not all technicians, service centers and service representatives are created equal. For me to say that Festool is beyond building or designing lemon and never make mistakes would be blind loyalty. To hassle someone because he is complaining about a bad experience is just wrong. Karma sucks, remember you could have a terrible experience yourself, make a complaining comment here and wait for the dogpile.
 

 

[DB10]

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.

Complaining is to be expected at the support forum of a company.

Yes, I agree. Where else should I be complaining?
And, why shouldn't we? I am guessing that the people who don't get that are the ones doing the arm chair quarterbackery.

A _support_ forum is there to handle issues/complaints not to _support_ the company.

Absolutely It's a two way street and Festool get their fair share of praise on here which one would expect but when Festool drop the ball they need to man up, which I'm sure they will do. But people should be free to legitimately complain without fear of reprisals.

 

[TylerC]

I spoke with our service department today about one of the service claims made in this thread. They've spoken with the customer and are handling it.

Although some people have asked that I publicly update this thread about that service case, it would be inappropriate for me to publicly share details about a customer's individual service claim.

If a customer/FOG member wants to share his service experience, that's great. If there are questions about Festool's service policies, we're happy to answer.

 

[Cheese]

Long story short it was determined that the arbor had over .035" of run out.

Whoops...I thought Festool just started manufacturing neutered imperial tools in 2016. [popcorn] [popcorn] [popcorn]

 

[Goneshootin88]

Well I never heard back from anyone at Festool, but it appears there is still a glitch in the system. My wife just asked me what I had bought from Festool recently . . . I told her I hadn't bought anything since the whole Kapex incident because of the bad taste left in my mouth about the whole thing. She then brings two Festool boxes in from the garage. Turns out the service department shipped me a Carvex and a T18 someone sent in for service. . . I'd like to think it's them making up for the terrible service regarding my Kapex, but more likely it's just another glitch in the system. The best part is that I tried to call them to sort it out and SHOCKINGLY no one answered the phone . Guess I've got some new tools to play with for the weekend

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[bobfog]

Well I never heard back from anyone at Festool, but it appears there is still a glitch in the system. My wife just asked me what I had bought from Festool recently . . . I told her I hadn't bought anything since the whole Kapex incident because of the bad taste left in my mouth about the whole thing. She then brings two Festool boxes in from the garage. Turns out the service department shipped me a Carvex and a T18 someone sent in for service. . . I'd like to think it's them making up for the terrible service regarding my Kapex, but more likely it's just another glitch in the system. The best part is that I tried to call them to sort it out and SHOCKINGLY no one answered the phone . Guess I've got some new tools to play with for the weekend

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What a shambles.

Gives the impression that despite the cliche about how amazing Festool service is, the reality of the situation depicts a small and under resourced business struggling to fulfil its most basic obligations.

 

[Coen]

Well I never heard back from anyone at Festool, but it appears there is still a glitch in the system. My wife just asked me what I had bought from Festool recently . . . I told her I hadn't bought anything since the whole Kapex incident because of the bad taste left in my mouth about the whole thing. She then brings two Festool boxes in from the garage. Turns out the service department shipped me a Carvex and a T18 someone sent in for service. . . I'd like to think it's them making up for the terrible service regarding my Kapex, but more likely it's just another glitch in the system. The best part is that I tried to call them to sort it out and SHOCKINGLY no one answered the phone . Guess I've got some new tools to play with for the weekend

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They must be using the same system that uncoupled names and addresses on their promotional mailing here, years ago.  [tongue]

Either way; when you do get them on the phone, I'm sure they will fix things for you.

 

[RustE]

Can't help but think some guy somewhere is missing his tools for the weekend.  That's pretty bad.

 

[Goneshootin88]

Can't help but think some guy somewhere is missing his tools for the weekend.  That's pretty bad.

I agree. My wife told me just to keep them ( she's still pissed that I had to pay to ship the kapex), but I told her if someone had my tools, I would hope they would get them back to me.

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