Is there anybody at Festool UK?

[sancho57]

All I can say on this matter is Ive experienced both Festool USA and Festool UK. I have been helped by festool UK on 3 different occasions. I have been satisfied with the service I have received. They have been very helpful to me each time I have contacted them.
I have not yet needed to bring a tool in for repair.
A good friend of mine has and he was happy with his service.

i have called them for help two different occasions and they have helped me fix the problem my self because the tool really didnt need to be brought in for such a minor and common issue.

I have ordered accessories such as the CS 50 fence for my CMS. I initially mis ordered the fence for the CS 70 and festool UK sorted the issue and got me my CS 50 with no delay straight away.

The only "problem" I had was when I recently ordered a plug for my CT 22. It was a american 110v plug not UK. The person filling the order (not the one who took the order) sent me a UK 110v plug. Im guessing because he thought I was a incorrect p/n . After all how many US spec plugs are being ordered over here.I called them and  They made it good and got me the replacement straight a way. They had to order it from Germany.

I will say the customer service over all in the UK is lacking way behind the states.

But in the case of festool UK, I have been very happy with the service they have given me.

 

[Roadkilled]

I've used TTS on a handful of occasions and always been impressed.

One time I had to send my carvex back for a trigger problem and within an hour of faxing back the form there was a fedex guy at the door asking for a collection. I hadn't even wrapped it. He just put a label on the top and off it shipped.  Came back wrapped well and perfect.

Sorry about your problems mate but I'm sure it's just a one off.

Sorry can't remember your name but the guy who read this and said he was going to go with dewalt!!!! Keep reading the forum. It doesn't happen to often and you'll regret getting the dewalt.

 

[Bigchasbroon]

I just got my carvex back. My brother dropped a door frame on it and it hit right on the speed selector breaking the pcb inside. It came back with a new pcb and casing all repaired FOC under warranty.
It's the second accident I've had as a warranty repair. No other company would do that.
I've only ever had positive experiences with festool UK.

 

[GBCarpentry]

You won't get a better service. They have always gone way above and beyond. I just live down the road from TTS and have actually sat beside them as they fixed my ts75 which was over 3 years old. All parts were in stock, I was in and out in less than an hour. With no charge. Yes no charge, i was speechless.Now I'm pretty good at judging a character and I can promise you that they are a great bunch of people. I repeat, you won't get a better service.
Have chatted with phil in person aswell and he is a great guy.

 

[mrboult]

I've begun to get a sinking feeling about Festool UK. In that I haven't felt the customer experience in any way rivalled what Shane and others here have given on the FOG.

If Phill (Festool UK) is prepared/able to dedicate anywhere near the same time and efforts on the FOG as Shane Holland, then I am sure that could be a great way of improving Festool UK's service quality.

Having belief in GREAT customer service is often a large part of the reason to spend the cash on a Festool.

 

[Phil Beckley]

Hi
I decided to wait a while before replying to see how this developed.
Roseland
As promised i called after the course today and faith is now in the process of being restored.
J.M.B
Again resolved. The dealer stepped in - maybe he saw the post on here. The offer from me still stands if you need further assistance.
Raptorseviltwin
I have sent a p.m to you and hopefully you will take up one of the offers. No other company can offer this to a potential customer and you will see the benefit of using our machines.
Festoolfootstool
Your comment Festool UK would prefer that the fog did not exist as they are regularly shown in a bad light due to the shoddy treatment of customers. is totally incorrect. The fact that you now have someone from Festool U.K on the forum is down to the management of Festool so the benefit is recognised as commented by Shane. The generalised comment on Festool U.K is again incorrect and this part of the discussion will go no further.
Untidy shop
A very positive way of looking at this discussion. Some is historical which is being addressed but at least members now have someone from Festool U.K to use as a contact point from now until.....................
  However the comments from Jobsworth, Roadkilled, Bigchasbroon and G.BCarpentry show the flip side that Festool U.K also get it right

Regards
Phil

 

[Phil Beckley]

I've begun to get a sinking feeling about Festool UK. In that I haven't felt the customer experience in any way rivalled what Shane and others here have given on the FOG.

If Phill (Festool UK) is prepared/able to dedicate anywhere near the same time and efforts on the FOG as Shane Holland, then I am sure that could be a great way of improving Festool UK's service quality.

Having belief in GREAT customer service is often a large part of the reason to spend the cash on a Festool.

Hi
Dedicated yes = able [wink]

 

[Phil Beckley]

I've begun to get a sinking feeling about Festool UK. In that I haven't felt the customer experience in any way rivalled what Shane and others here have given on the FOG.

If Phill (Festool UK) is prepared/able to dedicate anywhere near the same time and efforts on the FOG as Shane Holland, then I am sure that could be a great way of improving Festool UK's service quality.

Having belief in GREAT customer service is often a large part of the reason to spend the cash on a Festool.

Hi
Dedicated yes = able [wink]

.......and prepared

 

[jkittle99]

The willingness of guys like Shane and Phil to jump in and help resolve situations like this  is top notch. Excellent work guys keep it up!

 

[Tim Brennan]

I am sorry to say that ive had exactly the same issues getting repairs done with Festool UK earlier this year.

Its poor, but its made worse because I expected the service to be great. Hopefully they'll sort out this issue because Festool is such a great brand otherwise.

 

[richy3333]

Probability would suggest that there is, or has been something amiss at Festool UK/TTS. Statistically speaking, it would be remote for the customers that have had an issue all to be FOG members. The company have made a decision not to explain to the UK customers what is or has happened and, that is their business choice. The complaints in this thread all have a commonality to them and in the absence of more specific information from Festool UK/TTS one can only draw their own conclusions (rightly or wrongly); however speculative they might be. Perhaps Phil's involvement on FOG is in someway connected? And maybe not. Either way his presence and input is most definitely appreciated at all levels.

At the end of the day all businesses have complaints, but it's how you deal with those issues that matters and that they are resolved to the customers satisfaction. And, this appears to have occurred here with all parties. I'm sure that many of the FOG members are in business themselves (and this is probably the reason one buys Festool - quality, reliability etc) and will have experienced complaints, so know how it feels when the 'boot is on the other foot' etc. Sometimes cutting people a little 'slack' for the sake of good karma can have it's own rewards.

Perhaps Festool UK/TTS should send Shane over to the UK as some sort of 'trouble shooter/fixer' and he could then run some courses It might even be of sufficient cause to get me to leave Scotland

 

[Phil Beckley]

I am sorry to say that ive had exactly the same issues getting repairs done with Festool UK earlier this year.

Its poor, but its made worse because I expected the service to be great. Hopefully they'll sort out this issue because Festool is such a great brand otherwise.

Hi TBR
  As mentioned further up the thread we also get it spot on. You are welcome to contact me regarding the issues you had so we can work on this.
RG
Phil

 

[Roseland]

I seem to have opened a can of worms here.  As I said at the outset, my previous experience with Festool UK’s Service Department has been second to none. 

This unfortunate incident is my first poor experience.  I believe companies should be told when there is a problem, so that they have a chance to put things right for the future.

I’m a little disappointed some posters are highlighting problems they’ve had in the past, yet do not appear to have drawn Festool’s attention to them at the time so that something could be done.

Phil phoned me yesterday and we had a long and positive conversation.  I have no doubt he will get to the bottom of the issues I raised and will ensure that they don’t happen again.

Do I believe Festool make the best tools?  Absolutely!  Do I believe they will sort out the issues and get service as good as it has been?  Yes!

Andrew

 

[richy3333]

I seem to have opened a can of worms here.  As I said at the outset, my previous experience with Festool UK’s Service Department has been second to none. 

This unfortunate incident is my first poor experience.  I believe companies should be told when there is a problem, so that they have a chance to put things right for the future.

I’m a little disappointed some posters are highlighting problems they’ve had in the past, yet do not appear to have drawn Festool’s attention to them at the time so that something could be done.

Phil phoned me yesterday and we had a long and positive conversation.  I have no doubt he will get to the bottom of the issues I raised and will ensure that they don’t happen again.

Do I believe Festool make the best tools?  Absolutely!  Do I believe they will sort out the issues and get service as good as it has been?  Yes!

Andrew

[thumbs up] [thumbs up] [thumbs up]

 

[Phil Beckley]

Probability would suggest that there is, or has been something amiss at Festool UK/TTS. Statistically speaking, it would be remote for the customers that have had an issue all to be FOG members. The company have made a decision not to explain to the UK customers what is or has happened and, that is their business choice. The complaints in this thread all have a commonality to them and in the absence of more specific information from Festool UK/TTS one can only draw their own conclusions (rightly or wrongly); however speculative they might be. Perhaps Phil's involvement on FOG is in someway connected? And maybe not. Either way his presence and input is most definitely appreciated at all levels.

At the end of the day all businesses have complaints, but it's how you deal with those issues that matters and that they are resolved to the customers satisfaction. And, this appears to have occurred here with all parties. I'm sure that many of the FOG members are in business themselves (and this is probably the reason one buys Festool - quality, reliability etc) and will have experienced complaints, so know how it feels when the 'boot is on the other foot' etc. Sometimes cutting people a little 'slack' for the sake of good karma can have it's own rewards.

Perhaps Festool UK/TTS should send Shane over to the UK as some sort of 'trouble shooter/fixer' and he could then run some courses It might even be of sufficient cause to get me to leave Scotland

Hi
Intresting comments and a balanced view.
    It comes down to communication and not just via email etc. My 'official' involvement here comes from the growth of Festool and of the Festool Owners Group community - this shows how this forum is respected and the views held within it are listened to. The members here have expressed views and posted comments that have been acted on and the forum is serving its purpose and that is how i intend to represent the U.K members along with helping all members on the forum as much as i can.
Shane  [not worthy] has an invite by the way so maybe one day......
RG
Phil

 

[richy3333]

Probability would suggest that there is, or has been something amiss at Festool UK/TTS. Statistically speaking, it would be remote for the customers that have had an issue all to be FOG members. The company have made a decision not to explain to the UK customers what is or has happened and, that is their business choice. The complaints in this thread all have a commonality to them and in the absence of more specific information from Festool UK/TTS one can only draw their own conclusions (rightly or wrongly); however speculative they might be. Perhaps Phil's involvement on FOG is in someway connected? And maybe not. Either way his presence and input is most definitely appreciated at all levels.

At the end of the day all businesses have complaints, but it's how you deal with those issues that matters and that they are resolved to the customers satisfaction. And, this appears to have occurred here with all parties. I'm sure that many of the FOG members are in business themselves (and this is probably the reason one buys Festool - quality, reliability etc) and will have experienced complaints, so know how it feels when the 'boot is on the other foot' etc. Sometimes cutting people a little 'slack' for the sake of good karma can have it's own rewards.

Perhaps Festool UK/TTS should send Shane over to the UK as some sort of 'trouble shooter/fixer' and he could then run some courses It might even be of sufficient cause to get me to leave Scotland

Hi
Intresting comments and a balanced view.
    It comes down to communication and not just via email etc. My 'official' involvement here comes from the growth of Festool and of the Festool Owners Group community - this shows how this forum is respected and the views held within it are listened to. The members here have expressed views and posted comments that have been acted on and the forum is serving its purpose and that is how i intend to represent the U.K members along with helping all members on the forum as much as i can.
Shane  [not worthy] has an invite by the way so maybe one day......
RG
Phil

Awesome Phil. Many thanks.

Perhaps one day I'll leave Scootland and Shane can cross the pond

 

[Phil Beckley]

Hi
The work continues.......
Roseland will have a reply to his questions by the end of Friday and i will p.m these to him first before posting here.

Raptorseviltwin Is a potential new customer who read the initial posts and was concerned about what he saw. I sent a p.m to him with a list of options available to 'try festool'. I contacted the T.S.M for this area via email and he confirmed to me tonight that a visit will be made on Monday next week so that an opportunity is given to Raptorseviltwin to test run the kit. This is one example of the customer service that we provide on a regular basis - no other company in this industry can offer the level of service to an individual that Festool U.K can. This is the sort of service that is given by our sales team on a regular day to day basis so yes, customer service is important to us.

RG
Phil

 

[Davej]

Interesting discussion.  Thought I would chip in with my experience with regards to festool service.
I have returned my carvex ( 400 ) twice for problems and while I was not happy about having to send it back because it stopped working I can't fault my experience. On both occasions I dropped it off at the nearest dealer to where I was working ( not where I bought it from ) .on both occasions I rang festool explaining that I needed it back asap , to alleviate any issues as they had a backlog I was sent a ' loaner' which arrived at my house the next day. I can't see anyone else doing that for their customers.
Dave
P.s . I am not a festool ' junkie ' but am very pleased with the festool gear I have

 

[mrboult]

Dave, It must have been said before. . . but your profile pic is awesome.

And good work to Phill. We'd love to see more of you around these parts.

 

[Alan m]

I would just like to point that im glad to see Phil putting the hours. I have been watching you (he says with an evil laugh)  you seem to be on here a lot at this time .

thumbs up phil