McFeely's Responds to Festool Owners Group

[McFeelys]

McFEELY’S responds to the Festool Owners Group

McFeely’s would like to explain the circumstances that caused the problems with our latest email campaign. 

It is noteworthy that McFeely’s is now privately owned and operated.  The new McFeely’s was faced with the task of setting up all company operations (warehousing, new employees, new software, and a new website) in the span of eight weeks (Nov – Dec of 2013).  As a result, we have experienced many challenges stemming principally from software issues.

Our latest email campaign featured an exciting opportunity to purchase discontinued tools at clearance prices.  Unfortunately, a software issue prevented inventory levels from being properly reduced as orders were taken.  Result: many orders had to be cancelled.

McFeely’s deeply regrets the frustration and confusion our campaign has caused for both our customers and for the Festool Company and its dealer network.  McFeely’s greatly appreciates Festool’s outstanding quality and did not intend to harm the prestige of the Festool name or of its dealers.  McFeely’s continues to make daily improvements and has corrected this software issue.  We are confident that our future offerings will be greatly improved.

Sincerely,

Peter Puttmann, President
Dave Frey, Chief Operating Officer
Mike Reckers, General Manager

 

[Slappy]

I would suggest you personally reach out to the persons that were slighted by your software fiasco
your statement reads like a standard boiler plate response , those were everyday buyers not Festool dealers that you harmed . 

 

[amt]

And it would be nice to get a refund for the charges. It has been 7 days now.

 

[NHSP759]

I'm with you amt. seriously, cancel my order on Saturday and charge me twice on Monday!!! WTH?!?!?! I still don't have my money back.

 

[ShawnRussell]

Peter,

I would like to say thanks for logging in and offering an explanation. It is more than most vendors do. I can see a lot of positives in taking the company private and I have empathy for the "run like hell mode" you are in.

However, if I can offer some advice. Do not use 3rd person. It comes across as distant. Talk as Peter and make it individual. Spend the resources to make each error an opportunity to reach out to your customer base, apologize, and ensure the customer is satisfied in the end. I think down the road it will be a sizable investment but you will see the dividends in the end.

Good luck with your new growth and I wish you and your team all the best.

 

[Claimdude]

Peter,

I would like to say thanks for logging in and offering an explanation. It is more than most vendors do. I can see a lot of positives in taking the company private and I have empathy for the "run like heck mode" you are in.

However, if I can offer some advice. Do not use 3rd person. It comes across as distant. Talk as Peter and make it individual. Spend the resources to make each error an opportunity to reach out to your customer base, apologize, and ensure the customer is satisfied in the end. I think down the road it will be a sizable investment but you will see the dividends in the end.

Good luck with your new growth and I wish you and your team all the best.

+1 Shawn and very good advice on the third person matter. I will continue to order from McFeelys.

Jack

 

[dicktill]

Hi Peter,

In a slightly off-topic question: Is there something wrong with your website? I can't log in and some of the part numbers (off the boxes) that I got previously (in an assortment) aren't found.

Thanks, Dick

P.S: I also thank you for responding to the original blasting.

 

[socaljohn]

I have purposely waited a week before weighing in on this issue and according to my feelings I should probably try to wait another week to respond to McFeely's but I'm going to respond anyways.
Bush League!
McFeely's web site: Bush League_ I wanted to order Centrotec installers set, fasteners and drill bits as well_ Couldn't find/navigate a thing confidently there.
McFeely's email campaign: Bush League_ Doesn't anyone there test things? (Make a test cut, Measure twice cut once?) Mistake or not, this was FALSE ADVERTISING which is serious but has been treated in a very cavalier manor.
Peter, Dave & Mike Sending that poor gal out to handle all of those disappointed/angry customers: Bush League_ Fix the web site first/stop the bleeding, then have options or concessions at her disposal to offer customers to encourage those customers to leave there money at McFeely's store and want to continue doing business with them in the future.
Peter, Dave & Mike's "Response to Festool Owners Group": Bush League, from top to bottom, Bush League_ 3rd person through out, explaining "their" problem first rather than leading with an apology, complaining that they had only 8 weeks to set up business-"Really?" "Really?" If you took up that challenge then own it! You make it sound like you are a victim.
McFeely not offering anything to make it right: Bush League_ Commit to fixing your web sit whatever it takes and offer these customers a coupon. Stores over seas periodically offer £50 vouchers on major purchases even when there is no customer service snafu. You should have offered a $50 coupon on $250 store purchase and $100 coupon on $500 store purchase right off the bat. After working on it for a week and reflecting on it for a week how can you come back with nothing? If Festool rules and regulations are a problem, go to them with hat in hand and ask for help.

In closing, I think that if this were handled with more empathy towards your customers and employees then your store would have a lot more cash in their drawer today and you would have a very loyal and vocal community singing your praises. I hope that this situation can be an example of redemption rather than failure. I have many options for Major League service from retailers here and I hope that the new McFeely's becomes one too.

 

[deepcreek]

I missed out on getting a clearance drill.  I got the email and was just about to order one when I checked FOG and realized it was a boondoggle.  I don't have enough extra money to have my credit card charged for no good reason.  I just went through an $1,100 issue with PayPal that took two weeks to resolve.

A couple of days ago, I tried to log in to my account that I have had with McFeelys for years to buy some screws.  Nothing I tried would work so I finally called and was told that Grainger had kept all the account information and I would have to set up a new account.  Funny how they still had my email to send out their "deal alerts".  Not impressed so far but I do like square drive screws.

 

[Paul G]

McFEELY’S responds to the Festool Owners Group

McFeely’s would like to explain the circumstances that caused the problems with our latest email campaign.  

It is noteworthy that McFeely’s is now privately owned and operated.  The new McFeely’s was faced with the task of setting up all company operations (warehousing, new employees, new software, and a new website) in the span of eight weeks (Nov – Dec of 2013).  As a result, we have experienced many challenges stemming principally from software issues.

Our latest email campaign featured an exciting opportunity to purchase discontinued tools at clearance prices.  Unfortunately, a software issue prevented inventory levels from being properly reduced as orders were taken.  Result: many orders had to be cancelled.

McFeely’s deeply regrets the frustration and confusion our campaign has caused for both our customers and for the Festool Company and its dealer network.   McFeely’s greatly appreciates Festool’s outstanding quality and did not intend to harm the prestige of the Festool name or of its dealers.  McFeely’s continues to make daily improvements and has corrected this software issue.  We are confident that our future offerings will be greatly improved.

Sincerely,

Peter Puttmann, President
Dave Frey, Chief Operating Officer
Mike Reckers, General Manager

Explaining circumstances is well and good, next explain exactly how you are going to right the wrong done to your customers. That's the response that matters here, not just this generic statement that as others have described as bush league and playing the victim. I wasn't tangled up in your screwed up promotion, but how you resolve your mistakes with those who were will impact whether or not I'll be a future customer

 

[bkharman]

"George is getting upset!"

While that quote elicits humor (for you Seinfeld fans) the 3rd person reply does not.

I wasn't part of Drill-a-gate but I have been part of something similar on the past. When your experience keeps getting beat up and crap is falling faster than dominoes, you feel helpless and the defensive. If you get a response like the one above, you just scratch your head with confusion and then it leads to anger and hate.

Please don't confuse me with Yoda, but I am with you my brothers, I would be jaded as well.

I hope they come back with a better deal for all involved, but I wouldn't hold my collective breath.

Cheers. Bryan.

 

[Rob Z]

For those who were charged but had the order cancelled:  have you gotten a refund or credit back to your card?

 

[amt]

My refund has shown up.  I think it can take a few days for some banks to have it reflected in the transactions

 

[RKA]

How many people that ordered really believed this was not some kind of pricing/website error?  If you've jumped on these kinds of deals on other websites (including Amazon), you know the retailers can and will cancel the orders if a pricing error is discovered.  And since it's not Amazon, it could take some time to undo the stack of orders that were placed.  Why throw a public tamper tantrum over it and bash the vendor?  It happens, you didn't get the deal of the century, move on.  Asking for anything in return is self-serving.  You knew when you placed that order it might be too good to be true.  Now you should get something in return for what???  How have you really been wronged?  If you still didn't get your money back, have you called to inquire?  I'm sure it can be worked out with a short conversation, assuming you aren't one of the individuals to whom they have already issued a refund.  How long did they tell you it would take to refund your money?  

McFeely's didn't have to come here to issue an apology, but they did.  That's more than many other vendors would have done.  I give them credit for that and thank them for their honesty.  Given the public outcry above, next time they will probably think twice.  That's a shame.  I don't think they deserve to be the enemy here.

 

[AlexThePalex]

I wasn't tangled up in your screwed up promotion, but how you resolve your mistakes with those who were will impact whether or not I'll be a future customer

Yep, everybody is entitled to make a mistake now and then, what really leaves an impression is how you handle them afterwards.

 

[promark747]

 If you've jumped on these kinds of deals on other websites (including Amazon), you know the retailers can and will cancel the orders if a pricing error is discovered.

True, but it wasn't a pricing error.  It was more analogous to a store offering an iPhone 5 for half off but having only one or two to sell.

 

[Mr. Jeff Smith]

 If you've jumped on these kinds of deals on other websites (including Amazon), you know the retailers can and will cancel the orders if a pricing error is discovered.

True, but it wasn't a pricing error.  It was more analogous to a store offering an iPhone 5 for half off but having only one or two to sell.

Which occurs every Black Friday.  [tongue]

 

[promark747]

 If you've jumped on these kinds of deals on other websites (including Amazon), you know the retailers can and will cancel the orders if a pricing error is discovered.

True, but it wasn't a pricing error.  It was more analogous to a store offering an iPhone 5 for half off but having only one or two to sell.

Which occurs every Black Friday.  [tongue]

Yes...at least there wasn't a trampling. [smile]

 

[whitesys]

Also noticed that McFeely's removed all the recent Festool drill comments from their Facebook page
https://www.facebook.com/McFeelys

Although that is probably within their rights, it does not leave a good impression when a company does not allow negative comments to remain. How are consumers to evaluate companies other than on the service (good and bad) that they provide?

 

[Claimdude]

Got my T12+ 3 kit with Sys 1 today. Very nice indeed! Thanks McFeelys!!!

Jack