How can I order some service parts (USA)?

[Eric Brandt]

Hi!

I called Festool USA service today to try to order a few service parts. They said they are not able to process customer credit cards right now, so the way I should order parts is to call a local or online dealer and have them order the parts for me.

I called my usual online Festool retailer, and they said that they don't deal with service parts (how lame, you're a dealer, and service parts are too much of a hassle for you?).

Who out there in internet land can I call to place an order for some service parts?

If you're a dealer who will help me, please let me know and I'll send some business your way now (and, presumably in the future).

Thanks!
-E.

 

[copcarcollector]

[member=48572]Shane Holland[/member] ..?  Tool Nut perhaps? I have not used them for parts but for tools and accessories. 

Odd in the first place that FUSA won't take your money directly... [blink]

 

[Eric Brandt]

Thanks for the reply.

ToolNut is the first place I called, and Matthew in sales told me that they do not deal in service parts because it is too much of a hassle.

I'm not mad at them for not doing so, and I certainly won't bash them because they have served me well on numerous orders. That policy is clearly just their business decision. But, to say you are an 'authorized dealer' of anything and then not deal with even ordering service parts for the product you are an 'authorized dealer' for....  I guess I would call a place like that a 'order fulfillment center' rather than a 'dealer', not really any better than letting Jeff Bezos process my festool order. Just sayin'.

So... who will help me? Now and in the future?

Thanks in advance,
-Eric.

 

[copcarcollector]

Eric - Huh, weird Tool Nut decision if you ask me.

OK, how about Bob Marino (bobmarinosbesttools.com) [member=5]Bob Marino[/member]

Or Aldo at In Touch Tools in Palm Desert [member=11141]Aldo -- In Touch Tools[/member]

Good luck!

 

[Shane Holland]

Eric,

Sorry that we couldn't help you with your spare parts request. It's not that it's a hassle. And, I think Matt said we're not set up logistically to handle it.

We want to give our customers superlative service and we don't have the infrastructure for handling spare parts orders right now. We tried to do what we do extremely well rather than trying to do everything and being mediocre.

Shane

 

[Eric Brandt]

Hi Shane,

Thanks for the reply, and thanks for clarifying your position. For the record, I think you and I are both right about what Matthew said: His exact words (as I recall) were "...we're not set up logistically to handle it and it ends up being too much of a hassle"

ToolNut has provided me fast processing and shipping on numerous orders, so I would agree that you guys definitely are good at what you do - please keep up the good work in that regard.

But, I stand by my proposition that if anyone, in any sort of business, has 'dealer' and 'unparalleled customer service' in their corporate name and moto, then ongoing support after the sale should be automatically assumed.

Now, that said, all that I really care about here is ordering some service parts. Festool USA seems unequipped to help me (technically unable to process credit cards since the first of the year, they said). Someone, Anyone: Please tell me how I can order some parts.

Thanks!
-Eric.

 

[Bob Marino]

Eric,

While Festool gets their ordering and credit card system back in check, I have taken some "service parts" orders.

  If you'd want to give me a call, here ya go... 973 896 4388

 

[Eric Brandt]

Case closed.

Thanks, Bob, for helping out.

Hopefully in a week/month/season/whatever, when Festool USA gets their parts/service system back online, we can all just call them directly again for service parts.

Have a good day, all.

-Eric.