Hello Festool.
First let me say that I live in Canada, I hope my post is in the right spot!
A quick history.
A few years back I bought my first Festool, a t15. What a great drill, the chucks have saved me countless hours. battery life and ergonomics superb.
Since then I have purchased 1400 router, ct26, Dominio, TS55, CSX, RO90, MFT3, and many accessories. Kapex coming soon. I do kitchen install, finish carpentry, and some furniture build. The system is integrated so well. The dust collection appreciated by my customers almost as much as me.
These tools, in my case, pay for themselves. I get to spend more time with my family while also enjoying my work even more.
But, it is not all happy smiling times
A few months back my eccentric chuck failed me, no problem I'll just bring it in for repair. Right.
Now I will not publicly name stores or names, but I do need to get to the bottom of this. Here is what happened.
Enter store, politely explain to the cashier my dilemma, she does not care BUT does page there festool guy. I wait around for at least 10 minutes. No problem for me, gives me a chance to have a look around. Then he shows up and says "whats the problem"? I say that my chuck has stopped working. His reply, "where didi you buy it"? "I bought it at XXXXXX. His reply "what is this a dumping ground for XXXXXXX"! Not exactly the response I would have guessed. He then went on to say Festool would not warranty it, that I should not be here,etc.
This exchange of words went on for several minutes. I tried explaing to him that some of my tools were bought in Kelowna BC. What about those warranties? Do I have to drive to BC if I have a problem?! Or pay for first year shipping? Anyways he eventually, very reluctantly, accepts the tool for warranty. But it took a lot of convincing by me. It was the rudest and most unprofessional customer service I have ever experienced. A public argument in a tool store!!!
So then some time goes by. I have to leave the country for three weeks. When I come back there is a note from the post office saying I have a parcel. When I go too pick it up it is too late, they hold it for two weeks then if not picked up return to sender. Darn, my fault, but this is life.
So I go back to the store. The most they he, the same guy, is willing to do is give me a phone number in Quebec for the repair man. I can live with that. I have no problem paying for any shipping or any inconvenience I may have caused.
Then my TS55 starts to arc and smoke. Woa, this is no good. So this time I take it too a different dealer. Wow, AMAZING customer service. Completely professional. So I decide to call the repair man and ask if he could just put the chuck in with the saw.
Over two more weeks go by. I call today. Repair man calls back, very profesional. Explains that my saw is ready. Lebanon has sent a chuck to the dealer, waiting for dealer to send chuck!!!
Very frustrating! I have no shortage of work and this has been an inconvenience!
So my take is that this is of no fault to Festool. They can only I suppose hope there dealers will do there job. Just wish I had my tools.
So thanks for reading.
Kevin.
First let me say that I live in Canada, I hope my post is in the right spot!
A quick history.
A few years back I bought my first Festool, a t15. What a great drill, the chucks have saved me countless hours. battery life and ergonomics superb.
Since then I have purchased 1400 router, ct26, Dominio, TS55, CSX, RO90, MFT3, and many accessories. Kapex coming soon. I do kitchen install, finish carpentry, and some furniture build. The system is integrated so well. The dust collection appreciated by my customers almost as much as me.
These tools, in my case, pay for themselves. I get to spend more time with my family while also enjoying my work even more.
But, it is not all happy smiling times
A few months back my eccentric chuck failed me, no problem I'll just bring it in for repair. Right.
Now I will not publicly name stores or names, but I do need to get to the bottom of this. Here is what happened.
Enter store, politely explain to the cashier my dilemma, she does not care BUT does page there festool guy. I wait around for at least 10 minutes. No problem for me, gives me a chance to have a look around. Then he shows up and says "whats the problem"? I say that my chuck has stopped working. His reply, "where didi you buy it"? "I bought it at XXXXXX. His reply "what is this a dumping ground for XXXXXXX"! Not exactly the response I would have guessed. He then went on to say Festool would not warranty it, that I should not be here,etc.
This exchange of words went on for several minutes. I tried explaing to him that some of my tools were bought in Kelowna BC. What about those warranties? Do I have to drive to BC if I have a problem?! Or pay for first year shipping? Anyways he eventually, very reluctantly, accepts the tool for warranty. But it took a lot of convincing by me. It was the rudest and most unprofessional customer service I have ever experienced. A public argument in a tool store!!!
So then some time goes by. I have to leave the country for three weeks. When I come back there is a note from the post office saying I have a parcel. When I go too pick it up it is too late, they hold it for two weeks then if not picked up return to sender. Darn, my fault, but this is life.
So I go back to the store. The most they he, the same guy, is willing to do is give me a phone number in Quebec for the repair man. I can live with that. I have no problem paying for any shipping or any inconvenience I may have caused.
Then my TS55 starts to arc and smoke. Woa, this is no good. So this time I take it too a different dealer. Wow, AMAZING customer service. Completely professional. So I decide to call the repair man and ask if he could just put the chuck in with the saw.
Over two more weeks go by. I call today. Repair man calls back, very profesional. Explains that my saw is ready. Lebanon has sent a chuck to the dealer, waiting for dealer to send chuck!!!
Very frustrating! I have no shortage of work and this has been an inconvenience!
So my take is that this is of no fault to Festool. They can only I suppose hope there dealers will do there job. Just wish I had my tools.
So thanks for reading.
Kevin.
