Incredible Customer Service

Birdhunter

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Joined
Jun 16, 2012
Messages
4,145
I don't want to start a long contentious thread, just wanted to remark on a Festool customer service encounter.

I had a problem with a Kapex part. The Kapex is over 2 years old and I admitted to the Festool folks that I probably caused the problem although there was a remote possibility it was a production problem.

The Festool person will be replacing the part.

I'm very impressed. Service like this builds brand loyalty.
 
Birdhunter said:
I don't want to be rude, but I would rather leave that detail out.

No problem. (Though I think that probably only means one thing, in a "the silence is deafening" kind of way  [wink])
 
bobfog said:
No problem. (Though I think that probably only means one thing, in a "the silence is deafening" kind of way  [wink])

Just an observation. Everything people say you interpret in the most negative way possible.
 
Alex  your post is more a personal attack than just an observation
And if you bothered to read the op's post it would scream new motor so bobfogs comment seems fairly logical to me.
 
Alex said:
bobfog said:
No problem. (Though I think that probably only means one thing, in a "the silence is deafening" kind of way  [wink])

Just an observation. Everything people say you interpret in the most negative way possible.

Realistic, not negative.
 
Festoolfootstool said:
Alex  your post is more a personal attack than just an observation

I'm not calling anybody names. Just simple feedback, to which I came by reading many posts.

There's a huge influx of attack posters here lately, who's sole purpose seem to be to bring negativity. It is severly eroding my experience on this forum and if such things happen, I will speak out about it.
 
Im glad the op got exceptional service. Festool actually reached out to me today about my motor issue and I hadn't even sent in my info to the kapex email yet so I thought that was pretty professional of them. On the other hand it would benefit every consumer if the other consumers were up front about their tool problems. We're all in the same boat here and there's no reason to hide a problem.
 
"I don't want to start a long contentious thread".

My intent was to praise Festool service. Period.
 
Birdhunter said:
"I don't want to start a long contentious thread".

My intent was to praise Festool service. Period.

That is what I walked away with.  Just as I walked away from the Festool Roadshow today, extremely impressed with all those who were demonstrating tools.  I particularly enjoyed the German fellow who was in charge of explaining the Festool sanders.  I also learned a great deal about the new Festool Vac-Sys Vacuum Clamping System.

What a great company!
http://blog.festoolusa.com/2016/03/09/april-dates-announced-for-2016-festool-roadshow/

They said more dates and locations will be announced in the coming months.  One fellow drove from Memphis to Nashville, just to attend.  Well worth the drive @ twice the mileage!
 
Birdhunter said:
I think the German guy was Georg. He helped me as well. All the Festool people were great.

I believe your right!  I asked him which sander I should get, and he laughed and said in that intimidating German accent, "you will need more than one"! 

Our "gift bag" consisted of a shirt and 2016 catalog.  I was really looking forward to that battery!  Oh Well, the education was worth the trip!  Plus, the WoodCraft guy let me register my Son, even though he was in school today, then gave me another shirt for him.  I walked away very happy!
 
Just a couple comments. McNally Family, the German guy was right. You will need more than one sander. Five sanders ago I thought I only needed one, foolish me. I also agree that there have been a number of negative comments recently. In one of the threads I was chided when I mentioned buying my TS 55 R. Apparently Festool prices were too high. But then I take comfort in three things, One Festools work so well,  two I've priced Mafell, and lastly I have used big box tools no thank you. 
 
SS Teach said:
Just a couple comments. McNally Family, the German guy was right. You will need more than one sander. Five sanders ago I thought I only needed one, foolish me. I also agree that there have been a number of negative comments recently. In one of the threads I was chided when I mentioned buying my TS 55 R. Apparently Festool prices were too high. But then I take comfort in three things, One Festools work so well,  two I've priced Mafell, and lastly I have used big box tools no thank you.

The question "which sander should I get", was certainly a rookie mistake!  I now realize what I should have asked was "which sander should I get first"!

The one sander I had already (almost) decided on was the RS 2 E Orbital Finish Sander - 567696, as I have two immediate projects it would be perfect for (both large flat surfaces, one needs leveling and the other a fine sanding between coats of shellac).  Of course, as it turned out, that is the one model they did not have with them on the roadshow!

I finished my taxes last night (11:35p.m.), and was pleased with the results.  As a result, I can now see two sanders in my immediate future, in addition to the CT Boom Arm Bundle Set.
 
Good to see some light in tunnel [member=15289]Birdhunter[/member] [member=20320]rizzoa13[/member]

Birdhunter said:
"I don't want to start a long contentious thread".

My intent was to praise Festool service. Period.

I am probably with [member=13058]Kev[/member] in knowing low praise manufacture examples in customer relations.

Alex said:
Festoolfootstool said:
Alex  your post is more a personal attack than just an observation

I'm not calling anybody names. Just simple feedback, to which I came by reading many posts.

There's a huge influx of attack posters here lately, who's sole purpose seem to be to bring negativity. It is severly eroding my experience on this forum and if such things happen, I will speak out about it.

[member=5277]Alex[/member] http://www.soulcraft.co/essays/lead_by_example.html

McNally Family said:
SS Teach said:
Just a couple comments. McNally Family, the German guy was right. You will need more than one sander. Five sanders ago I thought I only needed one, foolish me. I also agree that there have been a number of negative comments recently. In one of the threads I was chided when I mentioned buying my TS 55 R. Apparently Festool prices were too high. But then I take comfort in three things, One Festools work so well,  two I've priced Mafell, and lastly I have used big box tools no thank you.

The question "which sander should I get", was certainly a rookie mistake!  I now realize what I should have asked was "which sander should I get first"!

The one sander I had already (almost) decided on was the RS 2 E Orbital Finish Sander - 567696, as I have two immediate projects it would be perfect for (both large flat surfaces, one needs leveling and the other a fine sanding between coats of shellac).  Of course, as it turned out, that is the one model they did not have with them on the roadshow!

I finished my taxes last night (11:35p.m.), and was pleased with the results.  As a result, I can now see two sanders in my immediate future, in addition to the CT Boom Arm Bundle Set.

If one could only have one then a 1/2 sheet is a good option... But I got a 1/2 sheet first.
 
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