FESTOOL USA Service Review

[Klemm]

I purchased a  Recon tool which turned out to have a not easily detected electronic defect. Called up FESTOOL USA Service and reached a human being without delay (no recording merry go round). Received a prepaid shipping label, dropped into UPS outbound - a week later my tool with new electronics was back at my door. No charge, no shipping cost. Just a signed note what was done and the name of the technician who performed the work.
Works for me [smile]
Hans

 

[Bob Marino]

Festool USA's Service Department deserves the kudos received. Yes, occasionally a hiccup, but overwhelmingly does an excellent job, with a fast turnaround on the tools. Nice bunch of guys too boot.

 

[Holmz]

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

 

[bobfog]

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

I just ignore them. I'm much more interested in the rants. Exceptional customer service from a brand that charges a huge premium for their tools is the minimum expectation and not noteworthy IMO.

 

[Bob Marino]

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

Hold your horses. It's early in the day. I posted at 5am, when most people with better sense would be sleeping .

 

[antss]

Maybe Hans was allocated and xtra couple of Pro5's for the outreach.

 

[Bob Marino]

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

I just ignore them. I'm much more interested in the rants. Exceptional customer service from a brand that charges a huge premium for their tools is the minimum expectation and not noteworthy IMO.

Ignore what you want. I won't and don't speak for any other dealers, but while I have never sent any of my own tools for repair, I have spoken with Service many times and have received feedback from customers about their interaction and I will say again, almost always positive experiences. You are correct, at this level of tool, nothing less should be expected.
There are thousands of Festool customers with tens of thousands of tools, you can always find rants, but I'm betting they are a very, very small percentage of interactions.

 

[Klemm]

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

When it comes to Festool, we are a customer paying full price. We are classified as RETAILER on the FOG because we sell non-FESTOOL accessories among other unrelated products. And the FOG is a tremendous help in getting the most out of FESTOOL products [smile]
Hans

 

[peter halle]

For those who don't enjoy reading threads that say things positive there are an equal or greater number who don't enjoy reading the negatives.

It is possible to ignore threads or even curtail posting in them.

Peter

 

[Holmz]

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

When it comes to Festool, we are a customer paying full price. We are classified as RETAILER on the FOG because we sell non-FESTOOL accessories among other unrelated products. And the FOG is a tremendous help in getting the most out of FESTOOL products [smile]
Hans

^True^, and I have no ill-will towards you or Bob.

Equally, I am often sceptical of rants...
Mostly because they can be from a singlular perspective (small sample size), and they can be emotionally driven.

However when a dealer says something is bad, or a user says something is good, then it carries more weight for me... (As it is more difficult to remain a cynic.)

 

[Shane Holland]

Well, since I'm a dealer and previous FUSA employee, I might as well pile on.  [big grin]

I witnessed tools come into the service department many times that looked like they had been beaten to #$&^#. The service team would take great care in not only troubleshooting and fixing the problem, but they would also often times replace the plastic housings and other parts to make the tool look almost brand new when it returned to the customer.

Over 98% of tools were shipped back to customers in less than 48 hours, and most of those were within 24 hours of being received at the service center.

The group of folks at FUSA service are of exceptional caliber. If you take a moment to search the forum you'll find a lot of comments from customers praising the service they received.

Shane

 

[leakyroof]

Well, since I'm a dealer and previous FUSA employee, I might as well pile on.  [big grin]

I witnessed tools come into the service department many times that looked like they had been beaten to #$&^#. The service team would take great care in not only troubleshooting and fixing the problem, but they would also often times replace the plastic housings and other parts to make the tool look almost brand new when it returned to the customer.

Over 98% of tools were shipped back to customers in less than 48 hours, and most of those were within 24 hours of being received at the service center.

The group of folks at FUSA service are of exceptional caliber. If you take a moment to search the forum you'll find a lot of comments from customers praising the service they received.

Shane

  Having been given the tour of said Festool USA by Brian Sedgeley-aka the Sedge in 2012 during a class, I know what you mean about beaten up tools. [big grin]  I'm surprised they ran at all after being worked on due to the condition of them BEFORE being touched by Festool.
WOW is all I can say- I've never treated any of my tools, including daily used power tools in the way that these poor things were.... [scared] [scared] [scared]

 

[RKA]

I'll echo some of the comments here and say I've only had one occasion to send a tool in for work (in 3.5 yrs) and by all accounts, I should have been on the hook for it.  I left a note asking them to call me with the estimate for payment.  7 days later, no call, but I did find a mysterious box on my doorstep.  Fixed, no questions asked, they covered shipping both ways.  I've lost track of how much I have invested in Festools, however my expectation was that I should foot that bill, I was not entitled to that in any way.  Being the guy that usually gets the short end of the stick, I'm pleasantly surprised (and happy) that they did take care of me.  Well done!

As to Peter's comment above, I'm almost tempted to create a separate feedback thread on that topic, but I'm afraid it will only add fuel to the fire.  Sadly, I think I'll keep it to myself for now, but please, re-read Peter's post.  Let's keep this positive, productive and useful.  Let's not force Festool or the moderators to maintain that standard.  That avenue is equally unappealing.

 

[J0hn]

I will never forget the guy who sent his Festool Jigsaw in for repair.  Apparently he was sawing through some wood and hit an metal screw or something that he hadn't seen and it destroyed the saw

Festool denied warranty coverage because he had told them that he was not using a Festool Blade in the saw at the time...

 

[Shane Holland]

I will never forget the guy who sent his Festool Jigsaw in for repair.  Apparently he was sawing through some wood and hit an metal screw or something that he hadn't seen and it destroyed the saw

Festool denied warranty coverage because he had told them that he was not using a Festool Blade in the saw at the time...

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.

 

[rst]

I've ordered parts and pieces direct from Festool service over the yearsand they have always been helpful.  When I bought my recon 55 a few years ago the track was not straight in the last 24" or so, off by 3mm, checked with 8' 8020 extrusion.  When I called they immediately sent me out a new rail and did not require that I return the defective one which is now a 30"er. 

 

[Bob Marino]

As to Peter's comment above, I'm almost tempted to create a separate feedback thread on that topic, but I'm afraid it will only add fuel to the fire.  Sadly, I think I'll keep it to myself for now, but please, re-read Peter's post.  Let's keep this positive, productive and useful.  Let's not force Festool or the moderators to maintain that standard.  That avenue is equally unappealing.

I don't think Pete was suggesting that critical comments should not be posted. I think we all gain by posting honest open comments thoughts and comments.

 

[RKA]

As to Peter's comment above, I'm almost tempted to create a separate feedback thread on that topic, but I'm afraid it will only add fuel to the fire.  Sadly, I think I'll keep it to myself for now, but please, re-read Peter's post.  Let's keep this positive, productive and useful.  Let's not force Festool or the moderators to maintain that standard.  That avenue is equally unappealing.

I don't think Pete was suggesting that critical comments should not be posted. I think we all gain by posting honest open comments thoughts and comments.

Agree completely Bob.  Lately my observations are that discussions are going beyond just critical, with lots of speculation, assumption and other things peppered in.  It's just not helpful or appealing.

EDIT> Fixed quote box.

 

[Jesse Cloud]

The few times I have used Festool service in the decade I have been using Festools, they have been exceptional.  Always able to solve my problem with shipping a part to me.  Happy to answer my questions and offer good advice about installing the repair part.

Now if you want a rant, ask me about Delta or Bosch "service". [eek] :-\

 

[semenza]

As to Peter's comment above, I'm almost tempted to create a separate feedback thread on that topic, but I'm afraid it will only add fuel to the fire.  Sadly, I think I'll keep it to myself for now, but please, re-read Peter's post.  Let's keep this positive, productive and useful.  Let's not force Festool or the moderators to maintain that standard.  That avenue is equally unappealing.

I don't think Pete was suggesting that critical comments should not be posted. I think we all gain by posting honest open comments thoughts and comments.

Agree completely Bob.  Lately my observations are that discussions are going beyond just critical, with lots of speculation, assumption and other things peppered in. It's just not helpful or appealing.

 

  Yes and it frequently looks, to me at least, that much of that speculation and assumption is being discussed as though it were fact. In general on FOG topics not just, or necessarily this one.

Seth