Lousy Sevice from my local dealer

[Frenchnew]

I have called Festool toll-free phone line to try to get the information about the delivery delays to my local dealer but had to leave a message (Monday November 1 2010) and they have yet to call me back!

On July 7, 2010 I tried to purchase a TS55EQ, Guide Rail Accessory Kit, 118 inches Guide Rail and a D50mmX4M AS Vacuum Hose.

I was told that I should get all the items by the end of July 2010.  That time came and went, still no word on delivery.

Call them at the end of August, still no product , pushed back to lat September, still no product, lat October still no product.

I visited them on November 1 and was told that they expect their order in December (Over 5 months delivery time).

They told me that it was Festool's fault but I  have a hard time accepting their excuses as dealers in the USA did have some delays on the TS55EQ but it was for a short time.

Thinking back ,I should have made my purchase elsewhere. Before that issue, I bought a Rotex150 this past April and when I went back to purchase sandpaper they had a very limited stock. I had to drive 35 miles to the next distributor to purchase sandpaper ($180 worth).

Festool should enforce some standard with their dealers, the local one for me, Centre Electricite Jeromien has a lousy service if they do not have it in stock.

 

 

[Administrator_JSVN]

My apologies for your negative experience. I have sent you an email requesting more information so that we can help you get this resolved quickly and to your satisfaction.

Edit - I can assure you we have plenty of inventory.

Thank you,
Shane Holland
Festool USA

 

[mouppe]

I read your post and when I got to the end, and read the name of the dealer- CEJ- I thought to myself, yes, I can totally empathize with this guy. I have been to this store before, and stood by the Festool section waiting for some assistance. Stood there for about ten minutes waiting for "the Festool guy." When he finally arrived, he and nobody else in the store knew anything about the product line, and they had very limited stock as well. I was glad I left empty-handed and went to Gentmantel in Montreal instead. They always have excellent service, huge stock, and are very polite. I always go there for abrasives, little accessories etc.

Shane, I don't like to put the boot into anyone's business, but these CEJ guys really let the side down for Festool.

 

[WarnerConstCo.]

My local dealer may be out of business the first of the year.

 

[harry_]

My local dealer may be out of business the first of the year.

Why's that, no more Festools for you to buy? [poke]

 

[Kevin D.]

Somehow this doesn't surprise me.  I used to mod on another forum, which didn't allow commercial representation.  I recall a few times nixing what we believed was CEJ trying to advertise on the forum via fake id's. 

 

[Frank Pellow]

Festool must not have done their homework before allowing these guys to sell their tools.    [doh]  Even I have heard about CEJ's dodgy reputation.

 

[peter halle]

The economy is hurting all.

 

[Kevin D.]

I would say the same thing Peter if it was a US based retailer.  We're all aware that there are many grim stories in some areas of the US, and usually during economic downturns, Canada is very similarily in the same state, if not worse than what is experienced in the US.  This time has been very different.  Very tolerable levels of job losses/unemployment, housing prices remain largely at pre-recession levels, retail sector hasn't seen its usual decimation/decline hardly at all.  Except for our stocks/mutual funds going downward after fall 2008, like everywhere in the world, this recession has been quite tolerable for Canada.  We all await the US to rebound.  In my opinion, the US is the largest economic driving force on the planet, and particularly for Canada, a healthy US economy is always good for Canada.  Conversely, there's an old saying, "When the US sneezes, we (Canada) gets a cold".  Seems this time all we got was the sniffles.  [unsure]

I'm really more inclined as a result to think that CEJ is what it is.  A lousy retailer, and not probably deserving of the Festool brand in their store based on comments I've read from others over the years.  I'll admit I've never been there, nor have ever tried to deal with them online or mail order.  And likely never will with what I perceive of them. [sad]

 

[Neill]

In general terms, the buying public usually takes care of entities like this.  Dissatisfied buyers will go elsewhere and those businesses will prosper while the second class marketeers will languish.  It is especially important during tough times to serve your customers as best you can.

Neill

 

[mouppe]

In general terms, the buying public usually takes care of entities like this.  Dissatisfied buyers will go elsewhere and those businesses will prosper while the second class marketeers will languish.  It is especially important during tough times to serve your customers as best you can.

Neill

That's true when the market is open and there are plenty of dealers around, but there are only two Festool dealers for the whole Montreal area, and CEJ is one of them. Since Festool control their prices, customer service is the only differentiation between dealers, and we have seen from this thread the reputation that CEJ has. That leaves only Gentmantel, and if they are the only gig in town, will their service level suffer? And if they do not have the required items in stock, where do we go then?

 

[Neill]

Richard,

I understand the importance of a hands-on purchase but aren't there any online sellers available?

Neill

 

[mouppe]

Yes, Dan Clermont in BC has a very good reputation (although I have never bought from him myself).

I was really making the point that sometimes you need something right away, such as sandpaper, or domino tenons, and if you are reliant on one dealer and that dealer has nothing in stock, well, it's a real pain.

 

[Neill]

Richard,

You are correct and that;s why I mentioned the importance of a hands-on purchase.  I was also referring to the availability of supplies, although I did not specifically say that.  (I sound like my misses now).

Dan used to post here, in fact even before he became a dealer

Neill

 

[WarnerConstCo.]

My local dealer may be out of business the first of the year.

Why's that, no more Festools for you to buy? [poke]

As of now, there is not much at all to buy there.

That would make the closest dealer about an hour and a half away.

I think Festool is going to loose a big market share in NE indiana when woodcraft closes it's doors in Ft. wayne.

I am not sure how excited I am about buying everything on-line.

 

[Dan Clermont]

Richard,

You are correct and that;s why I mentioned the importance of a hands-on purchase.  I was also referring to the availability of supplies, although I did not specifically say that.  (I sound like my misses now).

Dan used to post here, in fact even before he became a dealer

Neill

I apologize for not participating much as of late. We have been very, very busy at the store and having allot of fun. Hope to spend more time on the forum in the near future.

Cheers
Dan Clermont

 

[Neill]

Dan,

It certainly is good to hear from you again.  I guess your lack of posting was for all the right reasons.  Being busy and having fun doing it.  How good is that?

As I recall, you had a lot of good commentary to contribute to this forum.  Hope to hear from you more...

Neill

 

[richard.selwyn]

Sorry to hear about reseller woes in Canada.  Are you inFrench speaking Canada? Is it a French speaking problem perhaps?
I used to check Festool France's website in the hope of finding a dealer within less than 2 hours drive with stock.  The site listing was a joke. I remember one outfit listed had closed down a long time prior and another when visited had absolutely nothing Festool whatsoever. I am lucky to have found someone helpful and knowledgeable now by chance - the company is a specialist sharpening one but also sells tools. Otherwise I often buy Festools in the UK.  The big local tool merchant has very limited stock and can't really be criticized for their lack of knowledge when Festool is such a tiny proportion of their overall product line.  What Axminster have done in the UK with a Festool showroom is very good IMHO
Maybe I shouldn't complain - if there was an easy way to buy Festool consumables without ordering I would be lot poorer as I often end up using more easily sourced, usually less expensive (though often inferior) alternatives. That's how I started using Mirka abrasives because I couldn't get any Festool ones.
Richard

 

[Brice Burrell]

Sorry to hear about reseller woes in Canada.  Are you inFrench speaking Canada? Is it a French speaking problem perhaps?....

They are located in the France speaking part of Canada but I don't know why that would be a problem.

I apologize for not participating much as of late. We have been very, very busy at the store and having allot of fun. Hope to spend more time on the forum in the near future.

Cheers
Dan Clermont

Good to hear from you again Dan.

 

[mouppe]

Yes, they are in Quebec, but that is nothing to do with the lousy service. As mentioned above, Gentmantel in Montreal offers very good service and has a well-stocked Festool inventory.