I’ve been a Festool fan for some years, and until August I’d have said their service was exemplary.
However, amongst my Festools is an OF1010. From new, the depth pointer moved too freely on the scale, so that it was essentially useless. I contacted Festool UK (18/8/2014) and spoke to an engineer in their Service Department - alas I didn’t get his name. He said that they were all like that, that it was a known issue and there were no plans to change it. But he did have the grace to say that I could send it in and they’d look at it.
On 20/8/2014 I requested a repair through the website, and had an email back (at 10:20am) saying that it would be collected next day. I packaged it up carefully, with four layers of bubblewrap between the systainer and cardboard box.
The next day I stayed home all day and waited for the collection, but it didn’t come. Next day I emailed and had a reply that it would be collected that day (21/8/2014), which it was. Nonetheless, I’d stayed home for a day unnecessarily.
A week went by and I had heard nothing, so on 29/8/2014 I telephoned to be told that “they didn’t even have the parts yet”. I explained that the following week I would be away, so please not to ship it back until 8/9/2014.
However when I returned from my trip (4/9/2014), the package was sitting out in the elements on my doorstep. When I opened the box, there was no packaging at all between the systainer and the cardboard box. It had obviously received a bash, as the plate on the front of the catch had come out and one of the lugs broken off.
On 8/9/2014 I wrote an email saying that the experience had been below that which I expected, and got back an automated reply saying they would contact me as soon as possible.
Having heard nothing, when I attended W14 (5/10/2014) I took a print out of the email to their stand, and spoke to their Marketing Manager, Jon Burcham. He apologised, took the paper copy and, as I understood it, would make sure someone got back to me.
Having still heard nothing, I emailed again on 19/10/2014, and again got back the standard automated reply.
Yet another two weeks have gone by and still no response. What does it take to get a reply?
However, amongst my Festools is an OF1010. From new, the depth pointer moved too freely on the scale, so that it was essentially useless. I contacted Festool UK (18/8/2014) and spoke to an engineer in their Service Department - alas I didn’t get his name. He said that they were all like that, that it was a known issue and there were no plans to change it. But he did have the grace to say that I could send it in and they’d look at it.
On 20/8/2014 I requested a repair through the website, and had an email back (at 10:20am) saying that it would be collected next day. I packaged it up carefully, with four layers of bubblewrap between the systainer and cardboard box.
The next day I stayed home all day and waited for the collection, but it didn’t come. Next day I emailed and had a reply that it would be collected that day (21/8/2014), which it was. Nonetheless, I’d stayed home for a day unnecessarily.
A week went by and I had heard nothing, so on 29/8/2014 I telephoned to be told that “they didn’t even have the parts yet”. I explained that the following week I would be away, so please not to ship it back until 8/9/2014.
However when I returned from my trip (4/9/2014), the package was sitting out in the elements on my doorstep. When I opened the box, there was no packaging at all between the systainer and the cardboard box. It had obviously received a bash, as the plate on the front of the catch had come out and one of the lugs broken off.
On 8/9/2014 I wrote an email saying that the experience had been below that which I expected, and got back an automated reply saying they would contact me as soon as possible.
Having heard nothing, when I attended W14 (5/10/2014) I took a print out of the email to their stand, and spoke to their Marketing Manager, Jon Burcham. He apologised, took the paper copy and, as I understood it, would make sure someone got back to me.
Having still heard nothing, I emailed again on 19/10/2014, and again got back the standard automated reply.
Yet another two weeks have gone by and still no response. What does it take to get a reply?
