Nice! 29 minutes on hold to reach Festool service!

[Julian Tracy]

Constructive enough for ya?  Insult to the injury of my 2 year old CT 22 vac dying on me right at the start of a job.

$500 vac, one days work lost, $40 to ship, week without a vac -- priceless!

Julian

 

[Guy Ashley]

Julian

May not be of any consolation to you but that is the usual standard of Festool UK!! [crying]

We on this side of the pond are envious of the quality of service you guys get from Festool USA, I am sure there must have been a glitch on this occasion?

No doubt you will get a speedy answer from Shane on this, we wouldnt get diddly squat other than the phone bill!!

 

[Julian Tracy]

Not much to answer, there was no question.

Suprising for a premium tool maker to be so low in staffing.  Guy that answered didn't indicate anything out of the ordinary other than someone tak

 

[Julian Tracy]

Not much to answer, there was no question.

Suprising for a premium tool maker to be so low in staffing.  Guy that answered didn't indicate anything out of the ordinary other than someone taking a break.

And they had no idea I was so unpleasant UNTIL they answered the phone!

You would be too - or you should be when having an expensive tool die early and have to spend $40 or so to ship it for service...

 

[jmbfestool]

$40 for shipping?  Why they charging?  I never been charged for sending my festool and Milwuakee stuff back for repair under warrenty!    To be fair Milwuakee are good they have always sent me a new drill first BEFORE they pick up the faulty one so im not left with out a tool BUT a vac is different but still charging da is rubbish!

JMB

 

[ajones]

$40 for shipping?   Why they charging?  I never been charged for sending my festool and Milwuakee stuff back for repair under warrenty!    To be fair Milwuakee are good they have always sent me a new drill first BEFORE they pick up the faulty one so im not left with out a tool BUT a vac is different but still charging da is rubbish!

JMB

Its over the twelve months thats why it costs to ship' festool only pick up the bill for the first twelve months....

thats what hapens when you buy from a company with only the one service centre.

 

[Administrator_JSVN]

I just contact the manager in our service department. One of the extensions in the service department was found to be experiencing issues today. It was locking up and causing issues with incoming calls. We are working to get the issue resolved.

Julian (and anyone else who called today), our apologies for the long wait, which is atypical. I can certainly understand why you would be frustrated.

Shane

 

[MAK]

I had an opportunity to test festool service last week.
My cordless carvex stopped working after 3 months. Phoned festool uk, no answer left message. someone phoned back within an hour, arranged to pick it up next day and loaned me one to use until mine gets sorted. Next day pickup and delivery of loaned one all happened before noon.

I think that is a very good service.  [smile] We'll have to wait and see when it gets returned.

 

[ajones]

I had an opportunity to test festool service last week.
My cordless carvex stopped working after 3 months. Phoned festool uk, no answer left message. someone phoned back within an hour, arranged to pick it up next day and loaned me one to use until mine gets sorted. Next day pickup and delivery of loaned one all happened before noon.

I think that is a very good service.  [smile] We'll have to wait and see when it gets returned.

Mak its good to hear about good service from festool here in the Uk  [thumbs up]

 

[woodguy7]

Footstool, I'm not so sure on the 12 month thing ?  My 55 had to be put back, one of the pins from the lead broke of inside the socket on the saw.  It had 2 weeks remaining on the 3 year warranty.  They answered the phone straight away (Aimee i think her name was ?), e-mailed me a form to fill in & fax back & the 55 & my Carvex was picked up 2 days later.  That is normal service for us this far north.  Both back in about a week, perfectly fixed & nothing to pay.

I'm happy with my service on this occasion  [big grin]

 

[ajones]

Footstool, I'm not so sure on the 12 month thing ?  My 55 had to be put back, one of the pins from the lead broke of inside the socket on the saw.  It had 2 weeks remaining on the 3 year warranty.  They answered the phone straight away (Aimee i think her name was ?), e-mailed me a form to fill in & fax back & the 55 & my Carvex was picked up 2 days later.  That is normal service for us this far north.  Both back in about a week, perfectly fixed & nothing to pay.

I'm happy with my service on this occasion  [big grin]

woodguy Its the in the states that you have to pay to ship your broken tool back to festool after the first twelve months

 

[woodguy7]

Wow, & here's me thinking they got perfect service over there 

 

[Deansocial]

$40 for shipping?  Why they charging?  I never been charged for sending my festool and Milwuakee stuff back for repair under warrenty!    To be fair Milwuakee are good they have always sent me a new drill first BEFORE they pick up the faulty one so im not left with out a tool BUT a vac is different but still charging da is rubbish!

JMB

i couldn't agree more

i sent my drill back ..... lost count  and got a loan tool via my dealer and had no cost to me shipping even tho it was 2 1/2 years old

that truly sucks, that you have to pay

just my opinion if im allowed to express it

 

[Brice Burrell]

Coincidence or karma?? [poke]

 

[Brice Burrell]

$40 for shipping?  Why they charging?  I never been charged for sending my festool and Milwuakee stuff back for repair under warrenty!    To be fair Milwuakee are good they have always sent me a new drill first BEFORE they pick up the faulty one so im not left with out a tool BUT a vac is different but still charging da is rubbish!

JMB

i couldn't agree more

i sent my drill back ..... lost count  and got a loan tool via my dealer and had no cost to me shipping even tho it was 2 1/2 years old

that truly sucks, that you have to pay

just my opinion if im allowed to express it

Yes it sucks but he knew when he bought the tool how the shipping worked with the Festool warranty.

 

[Ted Miller]

Constructive enough for ya?  Insult to the injury of my 2 year old CT 22 vac dying on me right at the start of a job.

$500 vac, one days work lost, $40 to ship, week without a vac -- priceless!

Julian

My 8 month old Kapex all of a sudden started to have the scraping issue moving the base on mitre cuts. It was not real bad but each day it got harder and harder to move.

I shot off a quick e-mail to Festool Customer Service, in less than an hour 1 had a response from David telling me to call CS or give him a call on his cell. Now the saw was still working so I figure I am not calling his cell. So the next day I called CS about 10:00am PST, on hold for 20 minutes, I hung up. Tried again about 2 hours later, on hold for about 15 minutes, hung up. The next day I called right when they opened their doors their time and was on hold for another 30 minutes, then Chris picked up the phone. I explained my issue he then said he will have to send me out a repair kit for the handle and plate.

About 5 working days later the kit arrived, I installed the replacement parts but still had the scraping issue. I shot off another e-mail replying back to David's original e-mail about my issue is still there. About 2 hours he called me at my shop and we talked about the saws problem, figured out how to fix it. Plus I told him I had added some HDPE to the handle to help this issue out even more.

I know time/tools mean money but I think their CS has taken care of me. To tell you the truth, my other calls got through to CS right away, not sure what happened this last time. I also had two issues with my first Domino and a TS55 that needed replacement due to leaking oil.

I paid for my Domino back to Festool twice but it was out of warranty...

 

[flair woodworks]

The more tools I buy (and the more I read), the more happy I am to have local dealers who can and will help me.

 

[justinmcf]

nobody likes to be put on hold, especially for more than 20 minutes!

however, my few festool services have been painless and festool australia have always done the right thing by me.

i have never had a negative experience with festool australia, which can't be said for some other tool companies service departments.

i am sure festool usa will do the right by you.

justin.

 

[WarnerConstCo.]

sounds like they need more help.

 

[Neill]

Count me among those whose experiences with Festool Customer Service have been excellent.  If I don't get through right away I leave a callback.  That has worked without a hitch.

There may always be issues that we must consider especially in this day and age of high tech.  For example, the phone system in the shop or the carrier could be having issues.  A call from a customer or customers could take an inordinate length of time.  Someone could be on vacation, taking a break or at lunch.  They are certainly entitled to do that.  You could also have someone out sick.

I know that users have had complaints on occasion but I have to believe them to be a small minority in terms of the number of satisfied users like me.  I also believe that many of the complaints are the result of the users own anxiety and impatience in getting their problem resolved.

As far as issues with the product, I also believe that they are few and far between.  Given the complexity of some of the tools we buy it is understandable that sometimes things do go wrong.  The most you can then ask for is that the manufacturer makes good in a satisfactory and timely manner.  I believe that Festool excels at this.

I also believe that in terms of the shipping charge, Festool will nearly always, if not always,  comply with the terms of the warranty, and sometimes go above and beyond.  For example, if the warranty states that you must pay the shipping after 12 months, then so be it.  If that is not satisfactory to you, then you should consider other choices.  Lots of them out there.

Yes, I am a Festool fan of the products but especially of their Customer Service Department.

Neill