How to contact Festool to find out status of Kapex repair (dealer unhelpful)
- Thread starter erikfsn
- Start date
Bob Marino
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Why post here? Why don't you simply call Festool's Service Dept - 800-554-8741?
Bob
Bob
Bob Marino
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erikfsn said:
Well, ok, but I think that you needn't have publicly smacked your dealer to do so.
Bob
Festool informed me that they delivered my saw to my dealer yesterday.
My dealer told me today it wasn't ready. They are incompetent.
At the time I posted this I didn't know that. I only knew they were unwilling to help me find out where my saw was and I was (am) a little annoyed with them.
I guess part of my reason for posting here was that I felt there should be some consequences for their laziness and lack of customer service.
My dealer told me today it wasn't ready. They are incompetent.
At the time I posted this I didn't know that. I only knew they were unwilling to help me find out where my saw was and I was (am) a little annoyed with them.
I guess part of my reason for posting here was that I felt there should be some consequences for their laziness and lack of customer service.
AlexThePalex
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erikfsn said:
There is: you don't buy there no more. [wink]
WarnerConstCo.
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Almost a Month?
I would have had to buy a spare Kapex if it was going to take that long.
I would have had to buy a spare Kapex if it was going to take that long.
Someone from my dealer finally called this afternoon to tell me they found my saw (two hours after I told them that UPS tracking showed that they had it.)
Earlier today, before Festool told me that UPS had delivered it to my dealer yesterday, I asked the person in charge of my dealer's tool repair department if he would please find out where my saw was. He told me to wait until it arrived and they would call me. I then asked if he could tell me who to speak to at Festool because I wanted to track it down. He then told me that he didn't know who I should speak to.
I got the distinct impression that he neither knew his job or cared 2 cents about helping me. And I bought that saw there!
I happen to be lucky enough to have work to do this weekend (it's been slow), building 3 sets of shelves, and it will go a lot easier with my chop saw back again. If I hadn't tracked the saw down myself I wouldn't have gotten it 'till Tuesday at the earliest because the dealer is closed for the holiday weekend.
Earlier today, before Festool told me that UPS had delivered it to my dealer yesterday, I asked the person in charge of my dealer's tool repair department if he would please find out where my saw was. He told me to wait until it arrived and they would call me. I then asked if he could tell me who to speak to at Festool because I wanted to track it down. He then told me that he didn't know who I should speak to.
I got the distinct impression that he neither knew his job or cared 2 cents about helping me. And I bought that saw there!
I happen to be lucky enough to have work to do this weekend (it's been slow), building 3 sets of shelves, and it will go a lot easier with my chop saw back again. If I hadn't tracked the saw down myself I wouldn't have gotten it 'till Tuesday at the earliest because the dealer is closed for the holiday weekend.
Brice Burrell
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Was your saw still under warranty? If not did your dealer pick up the shipping?
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A couple of things...
Erik, I'm sorry that you had to have your Kapex serviced to begin with.
I am also sorry to hear that your dealer did not provide you with the expected level of customer service. Should you ever need service on a tool in the future, please call us directly and we will be happy to assist you. This will probably result in the most expeditious processing of your tool.
For those who have never had experience with Festool (USA) service, we return 97% or more of all tools sent in for repair within 24 hours of receipt. Please always feel free to call our service department for a status update if you are having a tool repaired. The direct number is in my signature below. We will be happy to provide up-to-date information on the status of your repair.
During the first year of warranty, Festool pays shipping to and from the customer. During the second and third year, the customer pays shipping to the repair center and Festool pays shipping back.
Erik, I hope you have found your Kapex in good working order and that you are satisfied with the repair service that was performed by the Festool service department. I believe that most, if not all, customers who have repair service receive a survey. Please use that to provide feedback regarding your experience so that we can improve our processes. It's very important to us that our customers experience superb post-sales and repair service.
I will also investigate the possibility of providing repair status information on our website as part of a future project I am working on.
Shane
Erik, I'm sorry that you had to have your Kapex serviced to begin with.
I am also sorry to hear that your dealer did not provide you with the expected level of customer service. Should you ever need service on a tool in the future, please call us directly and we will be happy to assist you. This will probably result in the most expeditious processing of your tool.
For those who have never had experience with Festool (USA) service, we return 97% or more of all tools sent in for repair within 24 hours of receipt. Please always feel free to call our service department for a status update if you are having a tool repaired. The direct number is in my signature below. We will be happy to provide up-to-date information on the status of your repair.
During the first year of warranty, Festool pays shipping to and from the customer. During the second and third year, the customer pays shipping to the repair center and Festool pays shipping back.
Erik, I hope you have found your Kapex in good working order and that you are satisfied with the repair service that was performed by the Festool service department. I believe that most, if not all, customers who have repair service receive a survey. Please use that to provide feedback regarding your experience so that we can improve our processes. It's very important to us that our customers experience superb post-sales and repair service.
I will also investigate the possibility of providing repair status information on our website as part of a future project I am working on.
Shane
WarnerConstCo.
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I will vouch for the quick turn around on service.
Realize I live about 2 hours from Lebanon and am in a one day shipping area for ups so....
I had to mail a tool in twice for repair work, within the first year.
I got a shipping label emailed to me from Festool, printed it out, put the tool in a box, taped it up and dropped it off on a monday.
I received the tool back on Thursday both times.
Thanks for the quick service, I did fill out those survey's as well.
Realize I live about 2 hours from Lebanon and am in a one day shipping area for ups so....
I had to mail a tool in twice for repair work, within the first year.
I got a shipping label emailed to me from Festool, printed it out, put the tool in a box, taped it up and dropped it off on a monday.
I received the tool back on Thursday both times.
Thanks for the quick service, I did fill out those survey's as well.
First of all use your local rep (Zack) in this case, he is "on it" and very helpful. With repairs, i go direct to festool, so i don't even deal with the dealer, although i'm sad to hear about T & W, they supposedly are better than Jacksons here in Marin, still i buy online and use the festool support, less people involved and closer to the "source", not to mention cheaper with no sales tax. . .
I wondered about local service, It's all very interesting. . . With all customer service i find it useful to always deal with management rather than employees. If this is the service manager, that is unfortunate to say the least.
I'm shipping my CT (which stopped working today) direct and FT sent me a shipping tag within hours of my call to Zack. . . Now i just have to find a box cuz like an idiot, i loaned it to a friend for a move. . . HOLD onto your boxes !
I wondered about local service, It's all very interesting. . . With all customer service i find it useful to always deal with management rather than employees. If this is the service manager, that is unfortunate to say the least.
I'm shipping my CT (which stopped working today) direct and FT sent me a shipping tag within hours of my call to Zack. . . Now i just have to find a box cuz like an idiot, i loaned it to a friend for a move. . . HOLD onto your boxes !
ajones
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Erik
I think that if my cms had taken almost a month to be repaired and then be messed about by the dealer I would be bouncing off the walls.
You have been remarkably patient.
What was so badly wrong with the kapex that it took almost a month to repair it for you? or was it sat in your dealers warehouse for weeks,
until someone got off their backsides and shipped it off for repair.
I bet you are happy to have it back.I hope your shelving job is a breeze and you have a good weekend.
I think that if my cms had taken almost a month to be repaired and then be messed about by the dealer I would be bouncing off the walls.
You have been remarkably patient.
What was so badly wrong with the kapex that it took almost a month to repair it for you? or was it sat in your dealers warehouse for weeks,
until someone got off their backsides and shipped it off for repair.
I bet you are happy to have it back.I hope your shelving job is a breeze and you have a good weekend.
Bob Marino
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erikfsn said:
Erik,
I read your post too quickly, I didn't see that your Kapex has been sent in since June 7th. Rereading your post, I realize that you weren't "wrong", I wasn't "right" and I jumped the gun with my reply to you. Festool's repair turn around is extremely quick, but I am betting the transit time accounted for the very long delay. A dealer not being responsive only exacerbates the problem. Yep, when we dealers do well, we get the kudos, on the other hand, it's understandable that when we fall short, we get the other end.
Bob
Shane,
Personally I have always had quick turn around on anything I've sent in for repair. Most of what I hear about from others, meets expectations also. If your reported 97% is correct I sure wouldn't go through any time and effort getting repair status posted. It's great for you to offer to look into it, but it is unnecessary and would just be clutter more than useful information.
If you don't mind, what took so long for the repair in this particular case, and was there any corrective action taken so that it doesn't happen to me/others during future repairs?
Personally I have always had quick turn around on anything I've sent in for repair. Most of what I hear about from others, meets expectations also. If your reported 97% is correct I sure wouldn't go through any time and effort getting repair status posted. It's great for you to offer to look into it, but it is unnecessary and would just be clutter more than useful information.
If you don't mind, what took so long for the repair in this particular case, and was there any corrective action taken so that it doesn't happen to me/others during future repairs?
Shane Holland said: