Festool’s customer service still sucks

[BCConstruction]

So just had another warranty interaction with festool for a faulty charger. It’s literally brand new and not sure exactly what tool it come with but want the receipt for the tool it was with. How am I meant to figure that out! I asked them if they could pull that up from the serial number and they said they can’t pull that from the serial number. I then said can you pull up the date it was purchased from the serial number and they said no. What’s the point in having to supply the receipt from which the charger come with that tool if they don’t even know. How hard can a company make getting stuff under warranty exchanged or fixed. Every single interaction I have ever had with them has been like this. Are they just a bunch of idiots working there as I have never experienced anything like it. Today I also called bowers and Wilkins for some replacement speakers on out of warranty speakers. They couldn’t have been anymore helpful and replaced the drivers for free way out of warranty.

 

[PeterJJames13]

I'm struggling to see the issue. They're asking for a proof of purchase to give you a new charger. Seems simple enough to me, no? If I return something to a store, they ask for the receipt. No defending them blindly here, but what am I missing? Just give them the receipt from your purchase.

 

[elfick]

If they couldn't figure out what tool it came with, why not just pick any receipt that would have been a purchase with a charger?

 

[waho6o9]

Just supply them with receipts.  Done

 

[AlexThePalex]

ROFL! You can't even find the receipt for what you bought, but THEY are the idiots? Some people find problems everywhere, because in fact they are the problem.

 

[Cheese]

Another option for the future is to register the purchase with Festool at the time of purchase. I've always done that and for warranty issues, Festool has never asked me for a receipt.  On warranty items they send me a free shipping label/postage and within a week the item is dropped off at the door.  [big grin]

 

[BCConstruction]

Because I’m having to call my dealer now for them to go through my purchases to figure out what date I purchased that charger and if it was one that come with a tool or I purchased separately. I have a bunch of these chargers and thought it would be a simple process to get it RMA’d but no it’s not clearly. It will cost me more in down time running around and making calls than for them to just send a new charger and I send them the other back. They said they need to test it. I guess they don’t trust me that it don’t work.. I’m not even sure these chargers have even been out for 3 years too.

But anyway dealer just called and said they found all the receipts of the tools that come with that specific charger.

Also ordered replacement parts to fix another burned out Kapex and asked them about warranty on the new parts and they said there is no warranty on parts! What’s that all about too.

 

[BCConstruction]

I have all the receipts for the tools that’s not the issue. The issue is they asked for the receipt for the tool that charger come with. I don’t know what tool it come with. They could have just said send us a receipt for any tool you got that charger with and it be done. But now I’m in PC downloading the damn receipts specific to each tool and charger.

 

[Cheese]

But anyway dealer just called and said they found all the receipts of the tools that come with that specific charger.

Well then, I'd just go through those receipts and pick out one that's less than 3 years old.  [big grin]

The charger serial number isn't linked to the tool serial number, if it was then they'd be able to tell you which tool goes with which charger. Just give them a receipt so they can start their paperwork and you can get your charger fixed.

 

[ChuckM]

This problem happened because you guys have bought too many tools, Festool brand or not!!! Hoarders!

Ok, just joking.

Seriously, take this as a lesson that users themselves are responsible for organization and accounting of their own goods. Some vendors (a notable example is Lee Valley Tools) may have the system in place to handle the kind of transaction you shared, but many (big box home centers) don't.

Past clients who handed me a box of unsorted and mixed receipts to process at each fiscal year end paid me for a task that they could've done themselves at a much cheaper rate. (I didn't really do it myself but had someone did the entry, and I billed her fees plus my share to the business concerned.)

 

[BCConstruction]

I don’t believe for a second that the serial number at a minimum don’t tell them the date it was made but I bet it has vastly more info tied to that code than you would think. I could just as easy buy the same tool and take the thing back on the 30day return period and put that charger on the box and they would be getting it sent back to them as a complete used tool.

 

[MaineShop]

I think you are missing the point. Of course they can look it up on the serial number but if they gave that info to you over the phone and you were someone in possession of stolen tools they just gave you the key to the castle so to speak. They are asking for the receipt to verify that you are an actual owner of the tool and not some one trying to run a fishing scam. That is literally the most common type of fraud and a major cause of losses for companies like theirs. Once you can verify that you bought the tool I am sure they can help you. And just so you know dewalt and Milwaukee both do the same as I have been down the road with them as well. If you are a business you have to have those receipts for up to 6 years anyway. I use a smart phone app for my phone where I just take a photo of them and it makes keeping track for taxes so much easier. The lumberyard gives me monthly statements too of course but especially with tools those receipts come from lot of different places.

 

[sancho57]

[member=32538]MaineShop[/member]

+1

 

[sancho57]

I dont blame FAT at all axing for a receipt . How do they know you didnt find that charger in the trash and want to swap it for a new one.

Seriously Ive never had a problem with FT service. I found they will work with you and make you happy if possible.

Its all how you approach them. Its all about relationships.

I can tell you this, coming here and complaining to the world about this isnt helping your case and future issues at all.

But I can tell you this, You cant even return a pair of socks to a store w/o a receipt.

Dont blame the business blame the countless 1000s of dishonest people who take advantage of them and not the business protecting their interest.

 

[BCConstruction]

First off why would someone stealing tools be calling up festool for warranty replacement. They have a list of all the tools I have registered over the years as she had my contact details. Yeah criminals are stupid we know but really stupid enough to call up and give serial numbers of stolen tools! Also what’s the point in registering if they can access them details for issues like this! They still have a lot of work to do in their customer service department that’s for sure. They got no issue selling me $300 worth of spares to fix another burnt up kapex but want warranty work then you can go jump through hoops.

 

[AlexThePalex]

but want warranty work then you can go jump through hoops.

You know, most people don't consider supplying a receipt as a jump through a hoop, but normal.

 

[afish]

Im surprised as well.  I had a warranty issue with a conturo which is pretty pricey piece.  I no longer had a receipt and never registered it just like my other festool stuff. ( I know dumb) I took the conturo out one day and it would start heating and right before it would reach the target temp it would throw a warning and go into red mode.  I sent it in and they didn't question anything just sent me a brand new conturo back.  Made me feel like the Festool premium was money well spent.  It was within the 3 years of the manufactured date.  I can also see the posters issue though if he has bought a lot of cordless festools and had 5-6 chargers but as someone else said just pick one that is still within the 3 year period,  I would have no idea which charger came with which tool in my shop. 

 

[BCConstruction]

Ok thanks to the contractor talk member who mailed me with advice about getting the repair started.  They don’t require a receipt and do require a serial number. The woman on the phone didn’t know what on earth she was talking about. They sent me a prepaid shipping label after I put in the serial number online and explained the issue. Was it that hard for her to do the same thing as the online system. But honestly this has been my experience every time I have had contact with anyone who works there. It really is like talking to idiots when I call there. They just don’t give a ****. The online system worked well though.

 

[afish]

Oh, I started mine online as well which might explain the smoothness of the repair but I was impressed with Festool service even though I have only had one experience and hopefully my last. 

 

[ChuckM]

First off why would someone stealing tools be calling up festool for warranty replacement. They have a list of all the tools I have registered over the years as she had my contact details. Yeah criminals are stupid we know but really stupid enough to call up and give serial numbers of stolen tools! Also what’s the point in registering if they can access them details for issues like this!

I, too, doubt that fraud prevention was why you were asked to provide a receipt. If it was the key reason, the agent could simply tell you so.