"old" MFT support

[mhch]

A big question I have is how the large "old" MFT customer base
will be supported ?

For instance, I bought a MFT 1080 in September 2007 and after
being convinced of its quality,  I wanted to extend my work surface
by buying a basic MFT800 (I placed  and paid my order
several weeks ago, but at this time I still have no response from
my distributor, HM diffusion, a big one, if not the biggest, in France)

The only possibility to extend my work surface I can see on the
online Festool catalog is to build TWO brand new MFT/3
with all accessories, which I feel is not a satisfactory
solution from several points of view.

Please let us know what Festool plans to do. Thanks

 

[nickao]

Festool has a contract with its venders to provide all replacement parts for at least three years from the date the item is discontinued. Or so I have been told by two different distributors. So you will be able to get parts and 800 or 1080 tops for a good while.

Nickao

 

[jonny round boy]

So you will be able to get parts... ...for a good while.

Though presumably NOT the edge rail extrusions, since it was the tooling for these that broke, prompting Festool to bring forward the release of the MFT3.

 

[nickao]

I don't know how that works. But that sounds like Festools problem. If under  a contract to provide the parts for three years I really shouldn't have to worry about Festool. If something is broken under warranty terms I imagine they would replace with the new parts.

The long extrusions to make your own table look readily available. The shorter ones that  come with the 800 and 1080 I have not seen.

I have the short side 1080 extrusions left over from making two large tables.

If someone needs them make me an offer. I have four of the short side extrusions that come with a new 1080, they are about 28" long.

Nickao

 

[mhch]

Assume an existing customer wants to double his work surface. Until recently
he could buy a basic MFT 800 (290 Euros), but now it looks like he has no
other choice than buying TWO  MFT/3 (currently not sold without accessories
as far as I can see) which is 1300 Euros.

OK, he may sell his old MFT. Let's say 350 Euros.

But then, because of a business decision not to retool, he has to spend 1000 Euros
instead of 290.  So this is no longer a Festool problem !!

Is Festool to develop some smoothing policy for its existing customer base ?

 

[nickao]

They definitely should do something.

I still like the old system just fine. What I meant was, it is and should be a Festool problem to make the customer happy. Not the customers problem.

Nickao

 

[Ned]

Assume an existing customer wants to double his work surface. Until recently
he could buy a basic MFT 800 (290 Euros), but now it looks like he has no
other choice than buying TWO  MFT/3 (currently not sold without accessories
as far as I can see) which is 1300 Euros.

OK, he may sell his old MFT. Let's say 350 Euros.

But then, because of a business decision not to retool, he has to spend 1000 Euros
instead of 290. 

No problem.  He buys someone else's old MFT for 350 Euros, perhaps less.

Ned

 

[nickao]

I am not selling mine.

I may be wrong, but this may be a case where the older model is the one people seek. I have had a few tools like that. The Ridgid sanders were once made in Germany, now in China. I sold the used German(Metabo) made Ridgid sanders used, for more than I purchased them new. The people that know better do not even buy the new rigid sanders.

I know most guys like the fact the unit is lighter. I don't. Mine are for shop work and I like that they are  heavy. I find it hard to believe a lighter unit, even with the new braces, are not going to fly around if you  try to do hand plane work on them. The 1080 out of the box is pretty light and flimsy for that now.

Who knows, I may see the MFT3 and may "need to have one".

Nickao

 

[Jesse Cloud]

I would imagine (or at least hope) that Festool will continue to sell the old mft mdf tops as consumables

Certainly not rocket science to manufacture, but a real convenience for customers.

 

[mhch]

Good point, I might be lucky to find another "old" MFT to buy, but that does not
seem to be a good answer From Festool

Remember: this thread is the the "Contact Festool" section, so I restate.
A Festool product is discontinued abruptly without any mention of how
the existing customer base is going to be supported, nor of how customer
can navigate across two incompatible important sub-systems.

Some more information would likely be appreciated.

 

[Brice Burrell]

Mhch, it is Festool USA that participates here, they may be able to get an answer for you since this issue is also being dealt with here too. Keep in mind this section is to contact Festool USA, not Festool "worldwide", so questions about Festool tools and service outside of the US may not be able to be answered here.

 

[Dan Clermont]

Mhch, it is Festool USA that participates here, they may be able to get an answer for you since this issue is also being dealt with here too. Keep in mind this section is to contact Festool USA, not Festool "worldwide", so questions about Festool tools and service outside of the US may not be able to be answered here.

It is unfortunate Festool USA is the only Participant in this section. Perhaps it should be relabelled as Contact Festool USA. Sure would like to see other Festool Countries chime in every now and then.

Even when I sent an e-mail directly to Festool Germany regarding customer service in Canada I recieved a response from Christian O the CEO of Festool USA.

Dan Clermont

 

[Brice Burrell]

It is unfortunate Festool USA is the only Participant in this section. Perhaps it should be relabelled as Contact Festool USA. Sure would like to see other Festool Countries chime in every now and then......

Dan Clermont

Dan, this is probably a good idea. I'm not sure why Festool's other branches don't participate.

 

[Dan Clermont]

I know Mathew has tried to get involvement from Hafele (the Canadian Distributor of Festool) but was unsuccessful. I'll be talking to my local rep later on today about locking options for my MFT cabinet (Plan on using a Gang lock but the local Hafele rep wants their lock expert to look it over and offer up the best possible solution to lock four banks of tools / drawers) and will ask why no one participates on the forum.

Sure would like to see some Canadian ISA's or an option for ISA's south of the border to sell in Canada but Hafele still has exclusive rights

Dan Clermont

 

[Christian93117]

Hello,

There are several topics in this thread, let me answer them step by step.

@ Mhch: Bonjour. Festool has a policy to provide spare parts for products for at least 7 years after they have
been closed out. So if something on your existing MFT breaks, you will be able to get replacement parts.
What you are asking for is an additional MFT. Since we are in the process of closing the product out, there will
be no old style MFTs available from Festool anymore at one point. Since you ordered and paid for an "old" MFT already,
I recommend to go back to your distributor and ask where your MFT is. If you are not successful, please send me a PM
and I will help you.

I understand that it can always cause trouble when a product is closed out. Our goal is to make sure that products that
have been sold work as intended for years to come. This is why we have a spare part guarantee for 7 years. We cannot
keep all products available when a successor is introduced. There are still MFTs available in most markets currently. If you
need an old style MFT, the time to buy one would be now.

@ everybody else: Probably 90% of the participants in this forum are from the US. This is why Festool USA is also participating
in the forum. If there are questions/comments from outside the US, we will coordinate with the responsible Festool subsidiary.
I think there are already a couple of examples on this forum where Festool USA helped customers from other countries. In this forum we don't see ourselves only as the US subsidiary, but also as a representative of the entire Festool company.

Regards,

Christian

 

[mhch]

  Merci Christian for your quick and clear reply which definitely clarifies
  a few points which seemed a bit confused to me, and I thought it would
  be useful to the community to raise this support issue in this forum.
 
The FOG is definitely a big asset for all worldwide Festool customers,
  as it provides an access to a big knowledge and expertise base, and
  to the creative power of the community to make best use of the tools,
This and your personal involvement significantly add value to the
the Festool quality image.

 

[John Langevin]

Christian,
  I'm a little (or a lot depending on your viewpoint) confused. I thought that one reason for discontinuing the 'old" MFTs was wornout or failed extrusion tooling; if this is the case how can you continue to supply spare parts (i.e. table rails) to your existing customers?
  Another question, on the new MFT3 the top slot is vee-shaped which precludes using it for clamping; are there any plans to make a right angle clamp that would slide in the face groove and extend over the table?

 

[chrisrosenb]

More than likely Festool had an inventory of rail extrusions when the dies failed. I am sure that they took into account the need for spare parts.

 

[nickao]

Christian 7 years is better than the three  years two suppliers told me!

Maybe the suppliers should be updated or re-trained or just informed in some way as to Festools spare parts  program. It may sway a buyer afraid to invest in these tools that they are assured the tools can be repaired if required.. I remember years ago my aunt had a Volvo and it was almost impossible to get spare parts, not so much today, but the stigma is still attached.

Nickao

 

[nickao]

More than likely Festool had an inventory of rail extrusions when the dies failed. I am sure that they took into account the need for spare parts.

Yes and the spare parts like the rail profiles, 1080 tops and 1080 access kit have increased by more percentage wise than most any of the tools. Possibly due to limited supplies.

Nickao