I have to say that I am extremely happy with my Festool purchases. I buy over the intranet to avoid driving 2-1/2 hours to a Festool (Rockler) dealer and it's also cheaper because I don't have to pay sales tax. So I guess in most any situation that arises (for me) I'll have to pack my tool up & ship it back -- which since I am an amateur (not earning from the tools) will be OK as long as it's a reasonable turn-around time. The good thing as has been said, the tools are high quality & don't need much attention.
Looking for good service
- Thread starter Mirko
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After reading all that has been posted in this thread several things stick out in my mind:
1. Festool in Canada is different than it is here in the United States partially because until 6 or so months ago there was only one dealer in Canada if I am not mistaken. How things get / got handled is different and may become even more different in the future than what we have here in the US or in other places around the globe. Comparing one to another geographical area and how things get handled is like comparing imaginary apples and oranges - fruitless.
2. Festool USA is interested in their customers and addressing issues whether the owner has one tool or one hundred tools.
3. Festool does monitor this forum and has held true to their claims on how they would use the forum for the betterment of their tool users.
4. Included with every power tool that I have purchased was an owners manual. And in that owners manual there is a section that describes how to get service. At the training class we talked about this briefly and it was pointed out that the number for service is on a label on each power tool so that if there is a need for service or questions it is nice and easy to find.
5. Festool USA finds this forum and customer service important enough that the CEO takes his personal time to monitor and post here when he feels appropriate. I don't know about the others here, but I sure haven't seen a post on a forum or on the internet from the head of DeWalt, Bosch, Makita, Fein ...
As I said in an earlier post, Mirko is a professional cabinet maker who posted here often previously and a search of his posts will offer a lot of knowledge. None of this is addressed to / at him. His posting in my mind really just brought forward how fortunate we are here in the US versus other countries because each Festool operation is different and reflective of the people who make it happen. Case in point - look at how many people in other countries come here to ask advice because it is not readily available where they live.
Just my opinion,
Peter
1. Festool in Canada is different than it is here in the United States partially because until 6 or so months ago there was only one dealer in Canada if I am not mistaken. How things get / got handled is different and may become even more different in the future than what we have here in the US or in other places around the globe. Comparing one to another geographical area and how things get handled is like comparing imaginary apples and oranges - fruitless.
2. Festool USA is interested in their customers and addressing issues whether the owner has one tool or one hundred tools.
3. Festool does monitor this forum and has held true to their claims on how they would use the forum for the betterment of their tool users.
4. Included with every power tool that I have purchased was an owners manual. And in that owners manual there is a section that describes how to get service. At the training class we talked about this briefly and it was pointed out that the number for service is on a label on each power tool so that if there is a need for service or questions it is nice and easy to find.
5. Festool USA finds this forum and customer service important enough that the CEO takes his personal time to monitor and post here when he feels appropriate. I don't know about the others here, but I sure haven't seen a post on a forum or on the internet from the head of DeWalt, Bosch, Makita, Fein ...
As I said in an earlier post, Mirko is a professional cabinet maker who posted here often previously and a search of his posts will offer a lot of knowledge. None of this is addressed to / at him. His posting in my mind really just brought forward how fortunate we are here in the US versus other countries because each Festool operation is different and reflective of the people who make it happen. Case in point - look at how many people in other countries come here to ask advice because it is not readily available where they live.
Just my opinion,
Peter
Mirko,
Just so that I understand the situation are you saying that you dealt with a Canadian Festool dealer and he is telling you you must ship your products to Ottawa to have them repaired? Did you buy them from a location in Ottawa (or Brockville which I think is the closest)?
It sounds rather absurd, if a dealer is selling a product and making a profit off of it he/she is then responsible partially for the support of the product, a dealer should provide a value added service of some sort. I only contact the manufacturer if I find the dealer is not properly supporting the product....then I find a new supplier.
Just so that I understand the situation are you saying that you dealt with a Canadian Festool dealer and he is telling you you must ship your products to Ottawa to have them repaired? Did you buy them from a location in Ottawa (or Brockville which I think is the closest)?
It sounds rather absurd, if a dealer is selling a product and making a profit off of it he/she is then responsible partially for the support of the product, a dealer should provide a value added service of some sort. I only contact the manufacturer if I find the dealer is not properly supporting the product....then I find a new supplier.
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Mirko:
I may be premature, but it seems that "DA MAN" in North America took care of everything and there is no more reason to quibble.
This is, among other things, what sets Festool apart from the others and why I am, personally, happy to represent them...
Tom
I may be premature, but it seems that "DA MAN" in North America took care of everything and there is no more reason to quibble.
This is, among other things, what sets Festool apart from the others and why I am, personally, happy to represent them...
Tom
I would like everyone to know that Christian at Festool asked to speak with me tomorrow.. so I look forward to that.
Second, this is NOT a dealer problem, its the method set up for Canadians to deal with repairs, that I was not happy with.
Inner10,
I live and bought them in Vancouver and would have to ship to Ottawa.
Mirko
Second, this is NOT a dealer problem, its the method set up for Canadians to deal with repairs, that I was not happy with.
Inner10,
I live and bought them in Vancouver and would have to ship to Ottawa.
Mirko
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I am the dealer whom Mirko has been working with to get his tools back in perfect condition.
His parts were ordered through Festool one week ago and will be at my shop on Tuesday. Festool recently started a Canadian service center and like many things we have some bugs to work out. The Ottawa service center has simplified servicing the Festool line up here in Canada.
When a tool is in need of repair and must go to the service center I send my customers a replacement tool. I don't care how much it costs and how long they have it. The most important thing is they can continue to earn money while their tools are being repaired. Currently, I have Rotex's out as loaners and also TS 55's.
I also make house calls and will rob parts from my personal tools to get a customer out of a jam.
Mirko's request for a spring plate replacement kit was dealt with promptly as I had it in stock and it was simply a matter of getting one to him. I am in transition right now with inventory spread out between my new store and old shop. The spring plate kits were at my personal shop on Friday when Mirko stopped in and I have them now at the store. He will pick one up on Tuesday when he picks up the rest of his parts.
Mirko and I never discussed loaner tools if his vac needed maintenance and had to be shipped to Ottawa. The issue was whether or not it was worth spending $80 shipping a vac to Ottawa or just ordering $30 in parts. We opted to order parts and deal with it locally.
I pride myself on customer support and service and go to great length to ensure my customers are happy. I carry an inventory of common parts such as spring plates and brushes so customers don't have to wait. Unfortunately, I did not have any spare sets of wheels and TS saw base plates.
To be honest, his order went in to Festool immediately after we confirmed the part numbers. The clip for the Long Life bag was a stumper and been difficult to track down a proper part number.
Dan Clermont
His parts were ordered through Festool one week ago and will be at my shop on Tuesday. Festool recently started a Canadian service center and like many things we have some bugs to work out. The Ottawa service center has simplified servicing the Festool line up here in Canada.
When a tool is in need of repair and must go to the service center I send my customers a replacement tool. I don't care how much it costs and how long they have it. The most important thing is they can continue to earn money while their tools are being repaired. Currently, I have Rotex's out as loaners and also TS 55's.
I also make house calls and will rob parts from my personal tools to get a customer out of a jam.
Mirko's request for a spring plate replacement kit was dealt with promptly as I had it in stock and it was simply a matter of getting one to him. I am in transition right now with inventory spread out between my new store and old shop. The spring plate kits were at my personal shop on Friday when Mirko stopped in and I have them now at the store. He will pick one up on Tuesday when he picks up the rest of his parts.
Mirko and I never discussed loaner tools if his vac needed maintenance and had to be shipped to Ottawa. The issue was whether or not it was worth spending $80 shipping a vac to Ottawa or just ordering $30 in parts. We opted to order parts and deal with it locally.
I pride myself on customer support and service and go to great length to ensure my customers are happy. I carry an inventory of common parts such as spring plates and brushes so customers don't have to wait. Unfortunately, I did not have any spare sets of wheels and TS saw base plates.
To be honest, his order went in to Festool immediately after we confirmed the part numbers. The clip for the Long Life bag was a stumper and been difficult to track down a proper part number.
Dan Clermont
RonWen said:
This statement means."I don 't pay sales tax because I am not completely honest on my tax return" [eek] [eek] [eek] [eek] [eek] [scared] [scared] [scared] [scared]
FWIW you are liable for sales tax on all purchasers. If you evade sales tax this should not be something to boast about.
Frank Pellow
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Of course you are correct Jerome. [sad]JeromeM said:
But, I wonder how many of us do the correct thing. [scratch chin]
Brice Burrell
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JeromeM said:
Gentlemen please be careful, the last time this discussion came up it caused an uproar for the previous forum administrator to deal with. It might be best left alone.
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Hi Mirko
You have not been invoiced for the parts. I know you would gladly pay for them.
Dan Clermont
You have not been invoiced for the parts. I know you would gladly pay for them.
Dan Clermont
That alone hinders my lust to purchase festool tools that may require servicing...I'm use to dropping stuff off at Hilti and picking it up 3 days later and at the sametime restocking on fastners.
It sounds like festool is so small in Canada they either don't feel the need provide instant support, or it woudn't be cost effective.
Where in Ottawa is the service centre anyway?
From my point of view if the only centre is in Ottawa then it should go like this :
You should be able to drop tools off at your dealer.
Dealer should be responsible for packing it up and shipping it out.
Festool should cover shipping costs for express delivery there and back.
Assuming they have a half decent service centre you would have your gear back in a week.
That is what I would concider a good level of service and fair...I don't feel that a dealer should be responsible for loaning his demo stock for that week though, unless Festool provides loaner tools.
WarnerConstCo.
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I am fortunate that, when I need something serviced it leaves on a monday and comes back on a thursday. I guess it helps when you live in the same state.
I guess it all boils down to how bad your dealer wants your repeat buisness.
I guess it all boils down to how bad your dealer wants your repeat buisness.
Brice Burrell
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Inner10 said:
I have to disagree, I don't think Festool should be responsible for the expense of shipping to maintain one's tools.
Inner10 said:
I do agree here, shipping tools for repair needs to be factored into the buying decision. With professional use it's just a matter of time before tools need to be serviced and this is an area where Festool can't match the larger tool companies' local service centers.
Brice Burrell
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Inner10 said:
I'm talking about maintenance regardless if the tool is still under warranty or not. I don't know how old Mirko's tool are but it sounds like most of his issues are maintenance related.
I'm not sure but it sounds like he'd like the process to be smoother, for me at least the very few repair parts I've needed were taken care of by Festool or my dealer quickly and easily. I far as I'm concerned there isn't a problem here in the States, up north I don't know.
I'm of the different opinion that paying a premium for service includes maintenance coverage. Heck as long as my Hiltis are under warrenty they service them free, and also provide a free clean and lube at anytime even if there isn't a problem, I would expect a similar level of service from Festool, not the attitude of "if something on it breaks you need to pay to send it accross the country".
Have a look at a map, Vancouver to Ottawa is a long trip, and shipping 2X vacumes and a Kapax would be very expensive.
Brice Burrell said:
I totally disagree with that one -- The customer shouldn't have to subsidise Festool's choice of service center locations. If the tool is under warranty it should totally be Festool's responsibility and expense to get it corrected. When I buy Ridgid tools at HD, if there is a problem (lifetime warranty) I simply drop the tool at the nearest HD and they handle it from there. We are after all, talking about Festool premium tools.
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