Frustrated

[MBonomi]

I have been trying to make my first Festool purchase form my local Woodcraft for the past 4 weeks with nothing more that frustration. I went down to the store and test drave a RO150 and an Ets 150/3 both attached to a Ct 26 E. I was impressed with all three so I told the sales guy I would like all three items.

I was told that he had to order them and it woul take a week. I felt obligated to buy from them after doing a demo there and alos felt like keeping my business within the local economy. I could save over $100.00 by ordering online but again I felt like giving my business to the local guys.

Since then between stoping by and phoning they can never give me a straight answer as to when my order will be in. I am starting to think that either they have never placed my order or that they have some account problems with Festool.

Today when I stopped by I was told that they cant get ahold of anyone at Festool USA. Not today being Sunday but any day. I am goin to givethem one more chance and call tomorrow to see if they will give me a straight answer. I will alos call Festool USA and see if there is any problems with my local Woodcraft.

Anyone else having problems getting there orders from Woodcraft or Festool?

Mark

 

[Sparktrician]

I have been trying to make my first Festool purchase form my local Woodcraft for the past 4 weeks with nothing more that frustration. I went down to the store and test drave a RO150 and an Ets 150/3 both attached to a Ct 26 E. I was impressed with all three so I told the sales guy I would like all three items.

I was told that he had to order them and it woul take a week. I felt obligated to buy from them after doing a demo there and alos felt like keeping my business within the local economy. I could save over $100.00 by ordering online but again I felt like giving my business to the local guys.

Since then between stoping by and phoning they can never give me a straight answer as to when my order will be in. I am starting to think that either they have never placed my order or that they have some account problems with Festool.

Today when I stopped by I was told that they cant get ahold of anyone at Festool USA. Not today being Sunday but any day. I am goin to givethem one more chance and call tomorrow to see if they will give me a straight answer. I will alos call Festool USA and see if there is any problems with my local Woodcraft.

Anyone else having problems getting there orders from Woodcraft or Festool?

Mark

Mark,
    Do yourself a big favor and forget about Woodcraft as a supplier of Festool goodies.  They occasionally have knowledgeable people in the stores, but mostly not.  To top that off, their ordering system is such that it may take weeks to get something that's not in stock.  I'll suggest that you get in touch with Bob Marino (www.bobmarinosbesttools.com) for sales and service that is as it should be.  If Bob can't put a grin on your clock, it ain't possible. 

[smile]

 

[Administrator_JSVN]

Today when I stopped by I was told that they cant get ahold of anyone at Festool USA. Not today being Sunday but any day.

I take exception to this dealer placing the blame on Festool. We have a toll-free hotline for dealers, a special email address for dealers, each dealer has direct contact with their regional sales manager from Festool. There's no reason that they "can't get ahold of Festool".

I don't the details, but what I can say is that it's not that they can't get hold of us.

 

[Brice Burrell]

I believe dealers need to order x amount of stock to receive the best price from Festool, many Woodcraft stores (and other dealers too) will wait until they reach that sweet spot before they place the order.  That could take weeks or longer.  There have been a number of stories just like yours about Woodcraft doing this.  I understand wanting to keep money local but there is a limit to what I'll endure to do that.  

That said, I know Festool has been bombarded lately, between the recon sale, price increase sales and new tool launch, they are likely a bit backed up.  As Shane posted there is no reason to say they can't get a hold of Festool.    

 

[PeterK]

Mark - you are a great guy for wanting to do business locally. As you are finding out the hard way, your local dealer does not stock product. You will have a much happier experience dealing online for Festool items. I started puchasing from Bob Marino shortly after he first became a dealer - about 9 years ago or more. He has been truly fantastic to work with as he has lots of experience as a tool user as well as a dealer. You can trust his recommendations. I get deliveries in 2-3 days here in Louisiana. Good luck.
Pete

 

[MBonomi]

Thanks for the responce guys. Shane, when the guy told me that he could not get ahold of Festool my responce was how can a company that mkes such great tool have such a messed up office. He said tha they have been complaing about that for years. They just lost a customer. I will never purchase as much as a piece of sandpaper from that company. It pisses me off that I tried to get my purchase before the price increase and will have to go with someone like Bob and pay the increase. However bying online will save me the tax. I just dont like being lied to my face like that.

Thanks again guys for the replys.

Mark

< edited for typing around word filter - Shane >

 

[Joe Smith]

Today when I stopped by I was told that they cant get ahold of anyone at Festool USA. Not today being Sunday but any day.

I take exception to this dealer placing the blame on Festool. We have a toll-free hotline for dealers, a special email address for dealers, each dealer has direct contact with their regional sales manager from Festool. There's no reason that they "can't get ahold of Festool".

I don't the details, but what I can say is that it's not that they can't get hold of us.

Shane, the employees at my local woodcraft said the same thing when I was asking about availability of RO90 sand paper. Because of FOG, I was more knowledgable about Festool items then anyone at that store and I do not think they care. 

The owner is not only exception, but it is hard to catch him there.

 

[peter halle]

Mark,

The Festool family - as I affectionately call them because I have met them - is more accessible than any other tool manufacturer here in the US.  You were not told the truth.

 

[Administrator_JSVN]

Shane, the employees at my local woodcraft said the same thing when I was asking about availability of RO90 sand paper. Because of FOG, I was more knowledgable about Festool items then anyone at that store and I do not think they care. 

The owner is not only exception, but it is hard to catch him there.

Joe, I think you meant to say "the owners is the only exception".

Look, there's no doubt that the ladies that are responsible for working with our dealers have been extremely busy lately with all that's been going on. But, I also know that they have been working weekends to keep up with the order volume. Same with the warehouse, working extra hours to ship orders in a timely manner.  I work within earshot of that department and I know for a fact that they don't ignore or not answer phone calls. If a dealer calls, they will speak to someone.

That being said, we are fully responsible for not having enough sandpaper for the RO 90 when it launched. We underestimated the order volume.

 

[WarnerConstCo.]

My woodcraft used to pull that crap with me.

They are now out of business.  Guess it must not have been the best way to go about things.

 

[GaryB]

Thankfully, my woodcraft guys are great with regard to Festool. They might not always have what I'm after but are very upfront about why and will say if it will take a while to get something (bulk order costing or whatever), thus giving the opportunity to buy online if necessary. They have been very helpful and are knowledgeable and enthusiastic about the tools. I've waited for things because of this but they have gone out of their way for me on many occasions. I don't feel obliged to shop there though I do if I can.

I just wanted to add this so that not all woodcrafts get painted with the same brush.

Oh, and they had a trolley full of RO 90 paper ready to go on the shelves when I was there today

 

[Chris Hughes]

I love my local Woodcraft Store.  True most of the time I am the "expert" at their store when I'm there, mostly because as a member of the FOG I have a lot of backup regarding info.  However, if I order something Festool, I get it post haste.

Kudos to Woodcraft Grand Rapids, MI.  BTW, Woodcraft is a franchised  operation so I think it may be a case of owners not getting their people trained properly.

 

[Joe Smith]

Joe, I think you meant to say "the owners is the only exception".

Your right Shane, that was a typo.  The owner at my woodcraft seems to be the only one that knows anything about Festool there.

 

[tms0425]

My woodcraft used to pull that crap with me.

They are now out of business.  Guess it must not have been the best way to go about things.

That's the same sort of experience I had when I bought my TS55/CT22 from them, but at least they loaned me their Fein Vac while I waited for the CT. I ended up calling about every other day for three weeks before mine finally got ordered. In the end it took more than a month. One guy there knew a fair amount about the tools because he owned the drill at least. Other than that the other guys didn't know much, if anything, about them at all. The specialist dealers online such as Bob Marino get my business now and I've been happy.

 

[HowardH]

I love my local Woodcraft Store.  True most of the time I am the "expert" at their store when I'm there, mostly because as a member of the FOG I have a lot of backup regarding info.  

I feel the same way.  I'm often  demo'ing something for them when another customer is looking at something Festool.  Their manager is pretty knowledgeable and one of the old hands is good to but beyond that, they others who work there know nothing.  They don't keep a lot of stock on hand either, especially consumables.  Bob does a great job but he would need to, it's his only business.   Festool is more of a sideline for Woodcraft so it's not high on their agenda as a line.  The Albuquerque Woodcraft store also stopped carrying Festool, they blamed the company, too, but I'll bet there is a lot more to the story.  

 

[Ken Nagrod]

I've had a similar experience with the Woodcraft store I have been doing business with since 2003 and buying Festools from since 2007.  It typically takes 2 weeks to get stuff.  Sometimes they place orders through their corporate warehouse every so often and that's why the delay.  Other times they choose to wait for a quantity order.  I found out recently when I had a damaged HL850 planer that they can call up Festool and get the items shipped immediately, however they pay for shipping so they'd prefer paying on a large order as opposed to a small order for 1 customer.  Too bad.  Make them.

Also, I know what Shane said here and it's typically true that a dealer reaching Festool is not a problem, however, I was informed just recently by one of the best dealers in the country that he had problems getting through, and while I won't name this dealer, I think Shane knows who I'm referring to.  I believe the reason was the office people were still trying to get up to speed and also regain their sanity after the recon event, so I'm not placing any blame, just stating what I know.

Mark, might advice is not to blow off future business with your Woodcraft store.  Just know what you're dealing with when you want certain items.  By all means, definitely don't feel guilty now after what they did, going in there to demo the Festools and buy from one of the very reputable dealers on the FOG.  I don't know what your desire or work is like, but maybe you would want to consider getting a part-time job there and become their Festool expert.  That's one way to fix 'em!

Hope this was helpful.

 

[nickao]

Do yourself a favor and just order online. 

 

[HowardH]

part of my local woodcraft's problem is they only get free shipping for orders over a $1000.  Unless someone comes in and orders a package or something, if I need something small, I'm screwed.

 

[peter halle]

To tell a story on Woodcraft stores, last weekend my wife was at a conference, I escaped to a Woodcraft store in Roanoke, VA.  Never been there before.  I walked around to the Festool section.  I was approached by an employee and I asked if they had any systainers in a blue color. Allen said no, he had ordered some special ones for his own use and had them there for some time, but...  I knew that when I went there.  I then introduced myself and then two hours later...

Roanoke understands Festool.

Each Woodcraft is different.  If you are not happy, talk to them.

Peter

 

[Corwin]

The dealers that you see participating here on the FOG are a better bet than the ones that don't.  It really is that easy to choose a great dealer.  You gotta figure that if they're not here, they're not up to date with the latest...