FESTOOL USA Service Review

[Holmz]

The propaganda machine on media and social media is rife, and the election cycle seems particularly bad. It is difficult to tell stories and lies, from trust and facts... And they are often cohabitating side by side in the same talk.
---
That factual part here was that is said "retailer" and "dealer" on the first two posters.
Labelling the posters as such would be very unsophisticated if it was propaganda.

The hard to find problem mentioned early on was not outlined.

I am sure that the service department is good, and that some tools are abused-- and also that sometimes the tools are poorly designed/manufactured and the service lacking.
The under serviced customer claims the later, and the dealers claim the former.

So the appearance of such posts, can be like a "slap one's own back", or a self licking ice cream cone.

What was the key issue with the tool that was new and unique..
...and that makes this interesting and extraordinary?

 

[Bob Marino]

The propaganda machine on media and social media is rife, and the election cycle seems particularly bad. It is difficult to tell stories and lies, from trust and facts... And they are often cohabitating side by side in the same talk.
---
That factual part here was that is said "retailer" and "dealer" on the first two posters.
Labelling the posters as such would be very unsophisticated if it was propaganda.

The hard to find problem mentioned early on was not outlined.

I am sure that the service department is good, and that some tools are abused-- and also that sometimes the tools are poorly designed/manufactured and the service lacking.
The under serviced customer claims the later, and the dealers claim the former.

So the appearance of such posts, can be like a "slap one's own back", or a self licking ice cream cone.

What was the key issue with the tool that was new and unique..
...and that makes this interesting and extraordinary?

Just when you thought it was safe to go back in the FOG.......

I'm not sure why this thread seems to somehow become entwined in election cycles, propaganda, slapping our backs or licking ice cream cones. I thought the topic of the thread was self explanatory and was asking any and all members- customers  as well as dealers, to post their opinions and/or experiences with Festool USA's Service - positive or negative. I posted my response honestly, from having dealt with their Service Department either directly or through customer feedback for about 17 years - even as a customer, before I became a dealer. I'll stand by my post. That's my opinion and experience, but then again, I'm from Brooklyn, so what do I know?
If others have had similar or have had different experiences, well that's what this thread is about. Let's hear from you.

 

[grbmds]

Don't know why I am even getting in the middle of this, but I have never had a bad experience with service; never. My first Festool was the TS55REQ, a tool recalled. I was allowed to trade up to a TS75, then back to my original TS55 after I decided that the TS75 just wasn't for me. Then, my MFT top got damaged after I left some planed/jointed red oak sitting on top of it while I recovered from shoulder surgery. This wasn't Festool's fault and I called merely to ask if they could suggest why this happened to avoid it happeing again. They sent a new MFT top since I had only owned the MFT for a few months. I have other stories, but the bottom line is Service has gone above and beyond what is required for me. I doubt that I am, in any way, special . . . just saying why would they treat me differently than other customers. So, I think they are great, give great answers (correct ones), and provide the level of service that companies should provide. So, I'm not a dealer, but just an ordinary user who hasn't found any other company better than Festool for service (some others about a good, but none better).

 

[Paul G]

Thd cynical part of me sees only that the testimonials are from dealers?

OK, well for what it's worth I've received exceptional service from Festool as well. I'm not a dealer, or even a fanboy for that matter, just bearing witness of my personal experience.

 

[Holmz]

...I thought the topic of the thread was self explanatory ...

I see now. [eek]
I read it as "review of Festool's service", rather than "a call for reviews" of Festool's service.

Positive:
I had a CT26 repaired, and that went smoothly, other than the vacuum was sent back to the dealer rather than my residence.
Not a big deal, it showed up after a few weeks and I did other things in the time it was out.

Negative:
A Protools circular saw got a bad bearing after a kickback type of binding.
It was going to cost more to replace it than it was worth, and it was not tool negative in the grander scheme.
(Clearly when breaking down pallets for firewood a circular saw was a bad choice, and I now use a jig saw.)

 

[TylerC]

Well, this thread took an odd turn. [smile]

I'll keep it simple and just say this:
Thanks, [member=59331]TSO Products[/member] for the kind words. I'm glad that you had a good experience with our service team. I'll pass this along to them.

 

[J0hn]

I don't recall this particular scenario, but I am highly skeptical. I witnessed things being covered for warranty that should not have been firsthand. A good example would be the issue with the Oneida products frying electronics due to static discharge. Covered.

Remember that sometimes we get only one side of a story. Festool would never publicly get into a debate or argument with a customer over the circumstances of denying warranty coverage.

[member=81]Shaun[/member] - let me ask you a straight question since you are a dealer.  What is Festool's policy warranty policy regarding the use of 'non Festool accessories' with their tools?  (things like jig saw blades, dust devil with vacs, etc)

 

[Shane Holland]

[member=81]Shaun[/member] - let me ask you a straight question since you are a dealer.  What is Festool's policy warranty policy regarding the use of 'non Festool accessories' with their tools?  (things like jig saw blades, dust devil with vacs, etc)

[member=19713]J0hn[/member], I'd prefer to quote Festool's warranty directly. And, not only am I a dealer but I worked for Festool USA for almost 8 years as well.
http://www.festoolusa.com/service/warranty/

Excluded from this warranty's coverage are:

...

09. Damage resulting from the use of any non-FESTOOL accessories or attachments

So, in short, if you use a non-Festool accessory and it breaks or damages the tool, it's not covered. I think this is pretty common language and practice in a lot of industries. During my time working for Festool, I don't recall hearing of any instances where a warranty was voided for this reason, but I also didn't work in the service department.

The example I gave earlier in the thread was the Oneida Dust Deputy had a static grounding issue when it was originally introduced. We got quite a few CTs that had fried electronic modules as a result. They were all repaired at no charge to the customer.

I personally think Festool's warranty coverage has always been very liberal and in favor of the customer.

Shane

 

[J0hn]

[member=81]Shaun[/member]

So just to clarify:

Bosch blade in a Carvex = no warranty coverage, per Festool
Freud blade in a Kapex = no warranty coverage, per Festool
Dust devil with CTs = no warranty coverage, per Festool

 

[Shane Holland]

So just to clarify:

Bosch blade in a Carvex = no warranty coverage, per Festool
Freud blade in a Kapex = no warranty coverage, per Festool
Dust devil with CTs = no warranty coverage, per Festool

[member=19713]J0hn[/member]

Not exactly.

My interpretation of the warranty is that if you use a Bosch blade in your Carvex and Festool determines that the blade did some type of damage to the tool, then they may choose to deny warranty coverage at their discretion.

The likelihood of another brand of blade causing damage is virtually nonexistent. I think it would be hard for someone to determine what blade you were using anyway.

I think maybe we should ask [member=57769]TylerC[/member] to give an official position on the matter since he's a Festool employee.

 

[bobfog]

[member=81]Shaun[/member]

So just to clarify:

Bosch blade in a Carvex = no warranty coverage, per Festool
Freud blade in a Kapex = no warranty coverage, per Festool
Dust devil with CTs = no warranty coverage, per Festool

The irony is Bosch probably make the jigsaw blades for Festool.

 

[Michael Kellough]

"Dust devil with CTs"

What is that?

 

[leakyroof]

"Dust devil with CTs"

What is that?

  You know he meant Dust Deputy..... [poke] [poke] [bite tongue]

 

[donwon]

I had an of1010 that I had bought. Used it quite a bit for 6 months and found that the bit always stuck in the collet. I was able to get it out all the time until one day it was stuck for ever.  Btw it was a Freud bit, not a festool.

I had no choice but to send the router for service. After completing the online form, a shipping label was printed immediately and the router sent. 3 days later a box shows up with the bit removed, a brand new full collet assembly( both parts) and a note from service indicating what had been done.

I have owned many items (tools and other things) that I have tried to get fixed or replaced under warranty. No company has covered shipping both ways, turned an item around in 3 days, not one question asked and made it as good as new.

I had a similar experience with a RAS sander. In that case festool went above and beyond as well.

My point at the end is that I have only had a very positive experience with festool service And can say I have not experienced it with any other company. I believe this thread was started to compliment their service with a similar experience, basically saying thank you for the good service 

 

[TylerC]

So just to clarify:

Bosch blade in a Carvex = no warranty coverage, per Festool
Freud blade in a Kapex = no warranty coverage, per Festool
Dust devil with CTs = no warranty coverage, per Festool

[member=19713]J0hn[/member]

Not exactly.

My interpretation of the warranty is that if you use a Bosch blade in your Carvex and Festool determines that the blade did some type of damage to the tool, then they may choose to deny warranty coverage at their discretion.

The likelihood of another brand of blade causing damage is virtually nonexistent. I think it would be hard for someone to determine what blade you were using anyway.

I think maybe we should ask [member=57769]TylerC[/member] to give an official position on the matter since he's a Festool employee.

To be honest, I'm going to talk to our service team before giving an official answer. I think that Shane is correct, but I'd rather not state something officially that's wrong.

My understanding is that if the problem with the tool is related to it being used with a non-Festool accessory/consumable, it's out of warranty.

 

[WastedP]

I have had two encounters with Festool's service department. 

The first was several years ago when a nearly-new RO150 had problems with the Plug-It socket.  Cords would not lock, they would short out, and stuff was melting.  Two cords were cooked.  The shop's owner called service, I believe they emailed him a shipping label, and two days later the sander was back in service.  No charge for repairs or shipping.  The cords were not replaced, so we were on the hook for those costs.

My second dealing with service was when my personal CT36 showed up.  One of the two screws that attaches the cord wrap was missing.  I checked around town, and I couldn't find one that was a match.  I called service and the fellow I talked to said they would send one out.  I told him it was no rush, they could just drop it in the mail.  The next day there was a FedEx envelope on my doorstep with a single screw in it.  I couldn't believe that they had spent ~$20 to overnight a thirty cent screw, but that's their prerogative.