Festool’s customer service still sucks

[peter halle]

I am glad that you are getting the issue resolved.  It is so simple to scan or take a picture of a receipt and store it somewhere.  It is not difficult to register a tool.  It is so easy to actually read the warranty and the conditions therein.  Here in the US if you need the tool to be serviced and have not registered it and don't have the receipt they will generally (unless they have changed their policy) judge the tool's warranty period based on the manufacture date on the label of the tool.  That is a HUGE risk to owners.  Items like chargers in this instance are made in batches.  The charger itself might have been made one or more years before the tool.  In that case that warranty would be shortened to the end user if they hadn't done the suggested / required actions.

I am not poking the OP nor am I poking Festool.  Please just consider this post as a heads-up.  Similar things have been posted before, so this isn't anything new.

A hint to all who are on the edge of warranty / non-warranty coverage:  treat those on the other end of the phone or email as if they are your dearest grandmother.  Respect and politeness does have a place.  And sometimes a benefit.

Just telling it like it is.

Peter

 

[JFelchlin]

I have had two different experiences with Festool Service.
One was excellent - Communication with knowing, helpful, courteous, people.
The repair was done correctly and quickly.
The other experience was absolutely abominable.
The repair was done incompletely -
And the return packaging was so poorly that the tool was broken (different part) in shipping.
Over much time and a lot of effort -
Apparently due to my public reviews on the FOG, Amazon, and Google -
Festool’s German HQ got involved - And the tool was replaced with a new one.
Essentially... I believe Festool said - What’s it gonna take to make this problem go away.
Totally unnecessary.
As a result - Unless it’s a unique product/tool -
I‘ve switched from buying Festool products - To Milwaukee and Metabo.

Let’s face it guys - The TITLE of this post - “STILL Sucks” -
Says: “It was bad - And it hasn’t gotten any better”.
From my own experience - And reading repeatedly about -
Other FOG members’ continuing good/bad experiences with Festool Service -
I firmly believe that there’s a lack of CONSISTENCY with Festool’s Customer Service.

Depending on who you communicate with - Who does the work/repair -
And does the packaging/shipping - You get different outcomes.
It varies - From EXCELLENT - To AWFUL/UNACCEPTABLE.
It really comes done to a lack of TRAINING - And FOLLOWING OPERATING PROCEDURES.
There simply appears to be no in charge of QUALITY ASSURANCE at Festool Service.

 

[shdesign3]

I also requested for charger replacment for my CXS drill and they didn't ask for receipt. OP got screwed

 

[ChuckM]

Depending on who you communicate with - Who does the work/repair -
And does the packaging/shipping - You get different outcomes.
It varies - From EXCELLENT - To AWFUL/UNACCEPTABLE.
It really comes done to a lack of TRAINING - And FOLLOWING OPERATING PROCEDURES.

This kind of thing happens everywhere in the retail industry, especially among the bigger merchants. A good retailer that has invested in cultivating the right corporate and customer service culture and training will fare better. Otherwise, as you noted, customers can be at the mercy of whoever happens to be behind the counter or answer your call.

 

[threesixright]

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.

I think your missing the problem. He has multiple charges and so he doesn’t know which charger came which which tool.

I think its fair that FT can help him out (assuming it has its own S/N). It’s called SERVICE.

Now he could just pick the last purchase (that incl a charger), but then FT tell him that the SN doesn’t match?

 

[AlexThePalex]

I think your missing the problem. He has multiple charges and so he doesn’t know which charger came which which tool.

I think its fair that FT can help him out (assuming it has its own S/N). It’s called SERVICE.

Now he could just pick the last purchase (that incl a charger), but then FT tell him that the SN doesn’t match?

Funny how you put the burden of proving ownership at Festool and not the owner.

Ok, the idea is simple. You want warranty, you hand over the receipt. That was how it was done 40 years ago when I was a kid, that's how it is done now when I'm an adult. It's a very old idea, not a completely new concept.

If you can't even keep track of your own purchases, why should somebody else need to do it for you? Entitlement.

 

[mkasdin]

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.

  I have QuickBooks Online. I store the transaction digitally, so I know, date, store and expense type, etc. I can look up any item I’ve purchased over the last 4 years, the receipts are stored digitally as photos. I purchase my Festool goodies from two dealers, so it’s easy to find the reseller and drill down... also very useful for doing your taxes and expensing and depreciating what needs to happen. As my late father would say, “ keep better track of your stuff - put things away so they don’t get lost?” If all else fails take the recipes and toss it into the empty box. Just call whoever you bought it from and ask if they can look up the date you purchased it?

 

[DeformedTree]

Funny how you put the burden of proving ownership at Festool and not the owner.

Ok, the idea is simple. You want warranty, you hand over the receipt. That was how it was done 40 years ago when I was a kid, that's how it is done now when I'm an adult. It's a very old idea, not a completely new concept.

If you can't even keep track of your own purchases, why should somebody else need to do it for you? Entitlement.

Agreed,  doesn't everyone just have a box someplace they toss all the receipts and misc paperwork for their powertools in?  I'll never get the "tool registration" deal.  Just have your receipt and skip the issues of having some company have any info on you. The warranty will be over soon enough.  I'm assuming the EU is like the US, you can't require a registration in any way, as long as you have a receipt showing date of purchase, that is all that is needed.

 

[threesixright]

I think your missing the problem. He has multiple charges and so he doesn’t know which charger came which which tool.

I think its fair that FT can help him out (assuming it has its own S/N). It’s called SERVICE.

Now he could just pick the last purchase (that incl a charger), but then FT tell him that the SN doesn’t match?

Funny how you put the burden of proving ownership at Festool and not the owner.

Ok, the idea is simple. You want warranty, you hand over the receipt. That was how it was done 40 years ago when I was a kid, that's how it is done now when I'm an adult. It's a very old idea, not a completely new concept.

If you can't even keep track of your own purchases, why should somebody else need to do it for you? Entitlement.

Buy 3 tools WITH charges and then claim warranty on one of those chargers (and FT asks you for the receipt of the tool it came with). Unless you'r OCD, you will run into the same problem. Can't imagine anyone here keeping track of that....I toss my charger with the tool(s) I take. I also have not clue which tool the charger came with. Luckily I only have once charger  [laughing]

FT is premium brand, service comes with the territory. I sympathise with the OP, its not he doen't want to give a receipt. He simply doesn't know which receipt it is, because its not the tool that has issues. A little bit of help comes a long way....

 

[AlexThePalex]

Buy 3 tools WITH charges and then claim warranty on one of those chargers (and FT asks you for the receipt of the tool it came with). Unless you'r OCD, you will run into the same problem. Can't imagine anyone here keeping track of that....I toss my charger with the tool(s) I take. I also have not clue which tool the charger came with. Luckily I only have once charger  [laughing]

Festool wants to know if you're the owner. They can check all the serial numbers you provide but that still does not give them proof you're the owner. The receipt is regarded as proof of ownership, and also gives the date of purchase to see if the repair would fall in the warranty period or not.

By the way, from OP's first post you can see that Festool can't check the serial number of the charger. So ANY receipt would do. And if one receipt would not match, you would try another one until you find the proper one. Given ofcourse, you have the responsability to keep track of your receipts.

I'm just a private person, but I have boxes full of receipts, especially for the more expensive things I buy (€100 and up). I can dig up the receipt from things I bought 25 years ago. For tax purposes, companies are even more meticulous. A few friends of mine who own a company keep every receipt, even for a single euro, to claim VAT and other write-offs.

You can read in hundreds of posts of me here that I whole-heartedly agree Festool customer service sucks, but keeping track of the paperwork for your own property is your own responsability. 

 

[threesixright]

Buy 3 tools WITH charges and then claim warranty on one of those chargers (and FT asks you for the receipt of the tool it came with). Unless you'r OCD, you will run into the same problem. Can't imagine anyone here keeping track of that....I toss my charger with the tool(s) I take. I also have not clue which tool the charger came with. Luckily I only have once charger  [laughing]

Festool wants to know if you're the owner. They can check all the serial numbers you provide but that still does not give them proof you're the owner. The receipt is regarded as proof of ownership, and also gives the date of purchase to see if the repair would fall in the warranty period or not.

By the way, from OP's first post you can see that Festool can't check the serial number of the charger. So ANY receipt would do. And if one receipt would not match, you would try another one until you find the proper one. Given ofcourse, you have the responsability to keep track of your receipts.

Well there is a difference between can not check and do not want to check. Either way, she could have told him he can take any tool (because they apparently do not keep track of sn) and not make him jump through hoops (via the dealer). THATS service.  FT prices is not just the tool, it's also service and they should help their customer(s) (within reason).

You keep suggestion he doesn't have the receipts or doesn't want to give it. Which is not the case (from mu understanding).

I have a similar issue with KitchenAid. Brought in an appliance under warrenty, gave them the original invoice (never got that invoice back) and now the thing broke for the 2nd time. Good luck with KitchenAid (since they can't help you without the invoice). Sigh.

 

[AlexThePalex]

You keep suggestion he doesn't have the receipts or doesn't want to give it. Which is not the case (from mu understanding).

Alright, if he has the receipts ....... what exactly is the problem here?

Lets get to the bottom of this.

 

[MaineShop]

How about the example that I "borrow" a charger from a co worker and maybe he left it somewhere where it was easy to borrow since he ran it over with his truck. I being the opportunist that I am take it and call in saying I have a faulty charger and want it replaced. Festool simply asks for a receipt or some other proof of purchase before they give me the new item. Doesn't have to be a charger, could be some other tool that I managed to liberate from the job site.

That is in no way odd or unusual for the industry, in fact it is standard practice. It is not that festool can't track those serial numbers. It is that they cannot shared that info with the person on the other end of the phone until they have verified somehow that the person on the other end is indeed the actual owner. That is literally the sole purpose of registering new tools, so that the owner is on file and then you simply need to give your identity.

If folks can't get that I worry for our society.

 

[threesixright]

That is in no way odd or unusual for the industry, in fact it is standard practice. It is not that festool can't track those serial numbers. It is that they cannot shared that info with the person on the other end of the phone until they have verified somehow that the person on the other end is indeed the actual owner. That is literally the sole purpose of registering new tools, so that the owner is on file and then you simply need to give your identity.

Yeah, I read you. Of course if there are S/N on the products then they most likely have a database with those numbers. We are not talking bank accounts? There are numerous easy ways of verifying (within reason) if you'r talking to the owner.

1. Call back on the number listed in the contact details
2. Send an email with some code or link
3. Create a personalised PIN code on your account page.
4. Etc.

If they can't figure it out, contact me.... [wink] Even my energy company just (stupidly) ask for my day of birth to verify its "me", wouldn't call that waterproof.

A better solution is to just have those products also registered as a warranty product, they anyway have that system already up & running.

If you wanna see ghosts, you see ghosts (FT that is I mean)

 

[Cheese]

That is literally the sole purpose of registering new tools, so that the owner is on file and then you simply need to give your identity.

Amen...just take 2 minutes out and register the tool. Done...3 years of warranty with just an email or a phone call.  [thumbs up]

 

[jaguar36]

It seems that I'm in the minority, but I think it sucks that you need a receipt/register the tool to get warranty work done.  It seems obvious as a way for Festool to limit their warranty costs, by screwing people who lose their paperwork.  Sure that's the way other tool makers do it, but Festool charges a premium and should be held to a higher standard.  If they would allow the warranty to be transferable, then they wouldn't have to verify that you are the original owner.  (While also increasing the resale value of the tools).  Of course this would increase their costs though.

 

[rmhinden]

It seems that I'm in the minority, but I think it sucks that you need a receipt/register the tool to get warranty work done.  It seems obvious as a way for Festool to limit their warranty costs, by screwing people who lose their paperwork.  Sure that's the way other tool makers do it, but Festool charges a premium and should be held to a higher standard.  If they would allow the warranty to be transferable, then they wouldn't have to verify that you are the original owner.  (While also increasing the resale value of the tools).  Of course this would increase their costs though.

I register my tools online.  They don't require a receipt for this, just the tool device number, serial number, where I purchased it, and date of purchase.  I haven't needed warranty service, but I assume if I register it, I am covered.

Bob

 

[threesixright]

It seems that I'm in the minority, but I think it sucks that you need a receipt/register the tool to get warranty work done.  It seems obvious as a way for Festool to limit their warranty costs, by screwing people who lose their paperwork.

Yes I think that too. All FT does is make tools for screwing, not tools to screw customers (AFAIK).

Warranty not transferable? Thats a US thing? Here (EU) its not a problem.

This whole discussion derailed pre much, apparently most people can't read (or refuse to understand what is the real probblem).....

 

[semenza]

It's a three year warranty. Without a receipt or registration of some type how do you prove the purchase date?

Seth

 

[threesixright]

It's a three year warranty. Without a receipt or registration of some type how do you prove the purchase date?

Seth

Normally they use the SN and check manufacturing date.

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