Problem with Festool Customer Service......

[Juanzilla]

I waited and pre ordered the CT48 right when it was released. I had read through the catalog many times and checked specs online etc... While doing this I noticed that the CT48 has a listed hieght of 39 inches which is much taller then the CT36. I assumed this hieght difference was because of the rear handle that was pictured in every single picture I had seen on the Vac. When I recieved the Vac the handle was pictured on the box/manual and the dimensions in the manual clearly show the 39 inch hieght when the actual vac is only 28 inches. Of course I thought the handle was not included in my box so I decided to call and let festool know that my handle was missing.

Heres where things went bad; I talked to a lady named Carol in festool customer service today and told her what happened. She told me that the handle was not suppoed to come with the vac. When I told her that it was pictured everywhere and even said so in the owners manual he reply was "What do you want me to do about it". I told her that an apology would have been a nice start and acknowledging that there were some pretty serious marketing errors. She then hung up on me.

Like many of you I have spent many thousands of dollars rotating all my tools to Festool because of my love for the brand and quality. This is the first time I had ever had to contact Festool and really I expected more, I was not trying to score a free handle or anything of the sort, eventually I was planning on getting the boomarm and the handle wouldnt matter anymore. What I was looking for was some basic empathy for me as a paying customer being mislead. It is sad that I went into my shop after that call and looked around at my festool wall and asked myself what I had done giving a company like this so much of my money even with this ecomoomy. Like most of us I had to defend my high tool purchases to the wife each and everytime, going forward I dont see myself putting up much of a fight anymore. Sad to say today my love for the brand has ended.

Thanks,
Juan

 

[nnordrum]

Crap happens, people have bad days. It shouldn't affect you, but sometimes it does. The only thing worse than a vendor that has problems, and lets face it--they all do (and that's not a slam--we can't realistically expect everything to be 100%. Even at 6-sigma there's still failures), is one that doesn't deal will with the issues.

I'm sure Shane will reach out to you and you'll get the love you need.

I had a *MUCH* worse experience with Dell one time and they made it right once I got ahold of the right person (SVP of NA Customer Service).

Basically, calm down and give the universe a chance to fix it

 

[Administrator_JSVN]

Juan,

You spoke with Gayle, not Carol. She talked to me and our Product Manager about this after the call. I just spoke with her again and while I wasn't on the phone with you at the time, she said that she did not hang up on you. I'm not sure of the circumstances, but I have trouble believing that she would intentionally disconnect the call.

I don't know of any photos that have been released to any of our dealers, nor are there any in our print advertising or catalog or on our website, that show the CT 48 with a handle. The catalog was printed well in advance of receiving product from Germany and we used the technical specifications that were provided to us. Hence, the catalog has the wrong height. However, the information on our website has the correct height. Our catalog states that we are not responsible for typographical errors. The handle is part of the normal scope of delivery in Europe. We elected to change that for our market. If you provide me with information on where you've seen photos with the handle, I'd like to get that corrected. Gayle did mention that you said that the front of the manual shows a photo with the handle. That's a generic manual used in hundreds of markets and isn't meant to imply that it comes with the CT 48. I can only assume that you didn't see the manual until you received the unit, so that wasn't a factor in you feeling as if you were mislead.

While I can't change the phone conversation you had, please accept my apologies on behalf of Festool if you feel like you were mislead. We are a very reputable and honest company. There are never intentions to mislead our customers.

Just a note, the handle is required for the boom arm should you decide to add that at some point. Also, if you feel that you did not get what you paid for, please let me know and I will personally make arrangement to get it returned to your dealer or to us.

If there's anything I can do for you personally to assist in the matter, please feel free to contact me by calling the toll free number and entering my extension (60122) or emailing me directly at sho@festoolusa.com.

Again, my apologies that you feel mislead.

Shane Holland
Festool USA

 

[Sparktrician]

I have to ask, Juan, if you thought that the CT48 came with the handle, did you also think it came with the MFT/3 in the background, too?  Look in the list of accessories.  That's where you'll find the handle.  If it's in the accessories, it's extra, and is not included.  The item description also has a section on "items included".  Did you see the handle there?  Get a grip, lad.  OK, so Gayle had a bad day and didn't take the high road, according to you.  This stuff happens and leaves a bad taste, no doubt.  Don't trash the rest of the company because one individual has her undies in a ruck in your perception.  

 

[Juanzilla]

Shane,
The handle was pictured in the catalog and you are correct that the manual does have an error. Gayle tranffered me over to without telling me she did so and I spoke to 2 ladies. Your apology is sufficient and thank you for the reply.

In response to Spark
Of couse I didnt think it came with a girl or an MFT, I do posses common sense. I saw the handle pictured and checked the specs, the specs did reflect the handle hieght, how was I supposed to assume it was not included? Your reply was very belittling and really if you are so worried about the community why would you bash someone who has a legitimate issue and has spent over 15k on the brand? Next time please use some restraint. 

 

[Administrator_JSVN]

The handle was pictured in the catalog and you are correct that the manual does have an error.

Can you give me the page number? I don't see a photo in the catalog with the handle. I must be overlooking it, sorry. Thank you.

 

[Juanzilla]

When I get out of the office I can get you a page number. Here is the link to Toolking that has the handle in 3 of the 5 pictures of the vac...
http://www.toolking.com/festool-584084-ct48-hepa-dust-extractor

 

[Brice Burrell]

....In response to Spark
Of couse I didnt think it came with a girl or an MFT, I do posses common sense. I saw the handle pictured and checked the specs, the specs did reflect the handle hieght, how was I supposed to assume it was not included? Your reply was very belittling and really if you are so worried about the community why would you bash someone who has a legitimate issue and has spent over 15k on the brand? Next time please use some restraint.  

I can understand some confusion here.  I'd guess you may have been a little upset when you made that phone call and I can't help be fell your perception of how it went could be a bit off. All the same I don't think you deserved the demeaning reply.  I meet Sparktrician in one of the Festool end user training classes, and while I don't know him well he struck me a fairly levelheaded guy.  I wouldn't be surprised if an apology from him will be coming shortly.

 

[Brice Burrell]

When I get out of the office I can get you a page number. Here is the link to Toolking that has the handle in 3 of the 5 pictures of the vac...
http://www.toolking.com/festool-584084-ct48-hepa-dust-extractor

Also on that page is a clear description of what's included in the box.  No mention of the handle being included.  Here's the text from that page.

What's In the Box:

   Festool 584084 CT48 HEPA Dust Extractor
   CT 48 E HEPA Dust Extractor - 584084
   1-in x 11.5-ft Antistatic Suction Hose
   Integrated Hose Garage
   Integrated Cord Wrap
   Self-Cleaning Filter Bag

 

[Christopher Fitch]

I can understand some confusion because even in the PDF version of the catalog it says the CT 48E height is 39.5" (1005 mm) which is quite alot.

The CT 36E lists 23.4" (596 mm) but the pictures (assuming they are to scale) do not show that level of difference. I'm just not seeing a 16" difference between the two.

 

[Juanzilla]

I saw that but assumed it was attached. When I had ordered it I was one of the first and had to go by the specs. I figured they changed the vac style since the handle accessory also wasnt listed for the CT48 only the 26 and 36. Really when someone reads the specs it should be the "real" number. I just dont understand the attacks for something that to me really does make a lot of sense. If someone goofed up somewhere fine I get that, just apologize and move forward. Its when people are rude that things change, she never even apologized. I have many employees in my profession and cant even talk to subordinates that way, I dont understand how someone is allowed to speak to customers this way. In all honesty I feel bad that Shane has to come go though this... I would advise Shane that he revisit his perception of Gayle. I am all for supporting your employees but I am giving you reality.

I dont need to be rubbed or tickeld any special way but it does suck to get attitude after investing that kind of capitol on tools.

Thank you for the replies Brice.

 

[Juanzilla]

I can understand some confusion because even in the PDF version of the catalog it says the CT 48E height is 39.5" (1005 mm) which is quite alot.

The CT 36E lists 23.4" (596 mm) but the pictures (assuming they are to scale) do not show that level of difference. I'm just not seeing a 16" difference between the two.

Exactly my point, one would assume that it had to be because of the handle.

 

[Ken Nagrod]

Juan,

I'm guessing from your post, you've never seen the new CT 26 and CT 36 in person before you ordered anything?  It maybe possible to think certain things about the CT 48 even with wrong specs.  For what it's worth, no matter what company and product -- DON'T TRUST SPECS.  Take them with a grain of salt.  In the future, you might want to do what I do if I need actual specifications and that is call the company or email them.  Companies can lie, stretch the truth (lie) or make errors.  That's just the way it is.  Sorry to hear you had this issue.

Willy,

I got 2 girls and an MFT with my CT 36.  I got the second girl because they made an error in the description.  It said in very small pixels, "This CT 36 comes with two girls and an MFT/3."  [smile]  [tongue]

 

[peter halle]

I sure am glad that Juan and Festool are working things out.

How about we leave the "extra stuff"  out of this post.

Peter - moderator

 

[ajones]

I waited and pre ordered the CT48 right when it was released. I had read through the catalog many times and checked specs online etc... While doing this I noticed that the CT48 has a listed height of 39 inches which is much taller then the CT36. I assumed this height difference was because of the rear handle that was pictured in every single picture I had seen on the Vac. When I received the Vac the handle was pictured on the box/manual and the dimensions in the manual clearly show the 39 inch height when the actual vac is only 28 inches. Of course I thought the handle was not included in my box so I decided to call and let festool know that my handle was missing.

Here's where things went bad; I talked to a lady named Carol in festool customer service today and told her what happened. She told me that the handle was not supposed to come with the vac. When I told her that it was pictured everywhere and even said so in the owners manual he reply was "What do you want me to do about it". I told her that an apology would have been a nice start and acknowledging that there were some pretty serious marketing errors. She then hung up on me.

Like many of you I have spent many thousands of dollars rotating all my tools to Festool because of my love for the brand and quality. This is the first time I had ever had to contact Festool and really I expected more, I was not trying to score a free handle or anything of the sort, eventually I was planning on getting the boomarm and the handle wouldn't matter anymore. What I was looking for was some basic empathy for me as a paying customer being mislead. It is sad that I went into my shop after that call and looked around at my festool wall and asked myself what I had done giving a company like this so much of my money even with this economy. Like most of us I had to defend my high tool purchases to the wife each and everytime, going forward I don't see myself putting up much of a fight anymore. Sad to say today my love for the brand has ended.

Thanks,
Juan

No I tell you whats happened you have been put though to Festool UK my mystake [big grin]

sorry folks couldn't resist

 

[Sparktrician]

Willy,

I got 2 girls and an MFT with my CT 36.  I got the second girl because they made an error in the description.  It said in very small pixels, "This CT 36 comes with two girls and an MFT/3."  [smile]  [tongue]

 

Dang it, Ken, I got two MFTs and no girls.  [mad]  Oh, well, I don't have to feed the MFTs, or worry about them cracking up the car when they become teenagers...  

[big grin]

 

[PaulMarcel]

Willy,

I got 2 girls and an MFT with my CT 36.  I got the second girl because they made an error in the description.  It said in very small pixels, "This CT 36 comes with two girls and an MFT/3."  [smile]  [tongue]

 

Dang it, Ken, I got two MFTs and no girls.  [mad]  Oh, well, I don't have to feed the MFTs, or worry about them cracking up the car when they become teenagers...  

[big grin]

[eek] Ken?

 

[agarwalsa]

A while ago I had called Festool customer service as my CT22 kept stopping intermittently. It was a Friday before a long weekend and I wanted to see if there was something I could do to fix it myself and continue my work over the weekend. I was on hold for more than 30 minutes and then the line got disconnected ....I called again and the same thing. I called yet again and the office was closed.  I assumed low staff on the Friday before a long weekend for it but it was not a good experience.

 

[peter halle]

A while ago I had called Festool customer service as my CT22 kept stopping intermittently. It was a Friday before a long weekend and I wanted to see if there was something I could do to fix it myself and continue my work over the weekend. I was on hold for more than 30 minutes and then the line got disconnected ....I called again and the same thing. I called yet again and the office was closed.  I assumed low staff on the Friday before a long weekend for it but it was not a good experience.

Perhaps a telecommunication equipment issue?

Seriously, as posted earlier, the original poster and Festool seem to be on the way to working things out.  In an effort to keep this thread on topic with this particular issue, as a moderator I ask that if you want to share your customer experience situations please start another thread and help keep this one on topic.  I am not trying to dissuade you from posting just rather asking that you separate your experience from this one in a separate thread.

Thank you in advance - Peter

 

[Administrator_JSVN]

2ooladdict, Peter nailed it.

While I hate to admit it, we have intermittent issues with our phone system, which is administered from HQ in Germany. So, when we do have an issue, it sometimes takes a couple of days to get it resolved. I'm pretty sure I remember that day and reports from either you or someone else. It was reported to Germany and fixed shortly thereafter. As I recall, there was a new phone added to the call group in service and it was not set up properly. When the phone's user left for the day, the system did not log them out of the call group properly. So, customers who called and selected service from the menu had a calculated percentage of a chance to get that extension in the rotation and it just rang indefinitely.

Like I said, it's a bummer to admit that we are a slave to technology which is sometimes problematic. We've had more documented phone issues than we should have had, which ideally would be zero.

Sorry for the bad experience, 2ooladdict.

I've said this before... the difference between a good company and a great company is that a great company recognizes it's shortcoming or mistakes and does something to correct them. I'd like to think I work for a great company. That doesn't mean that every employee is perfect 100% of the time nor does it mean that we don't sometimes have issues that may or may not be out of our control. In the end, I'd like to think we make it right, assuming we know about it. Which leads me to my last comment on the topic. If you have an issue with Festool or a bad experience, give us a chance to make it right. Heck, I'm not perfect by far, but feel free to reach out to me and I'll do my best to give you a good experience and help you out. That's a promise.

Shane