Problem with Festool Customer Service......

I call Festool a lot. I have occasionally had a dropped call and I wouldn't consider it intentional. I have dealt with Gayle for years and she is good as gold...

Tom
 
Juan,

If you've spent 15k on Festool products, then you should know full well that NOTHING FROM FESTOOL IS FREE!  There are no additions or accessories included!  You should be happy to get 10 pieces of sandpaper with each new sander.  You should feel lucky that you even get a single bag when you buy a new vacuum!  There are no extras!  You pay for EVERYTHING!  You should have known that!
 
Shane Holland said:
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
Click to expand...

No worries Shane. I know Festool is a great company with very good customer service and I love its products, my point was simply to say that no one is totally faultless all the time - exactly what you said.
 
Tom Bellemare said:
I call Festool a lot. I have occasionally had a dropped call and I wouldn't consider it intentional. I have dealt with Gayle for years and she is good as gold...

Tom
Click to expand...

I've never spoken with the aforementioned individual and I've only called service about ten times.  I have never had a negative experience when I called.  That's not to say others haven't.  All I know is that on more than one occasion the person I spoke with went so far beyond my expectations that I've been hesitant to post about the experience in fear of either getting them in trouble from "corporate" or creating unrealistic expectations from the rest of the customer base.
 
Kodi Crescent said:
Juan,

If you've spent 15k on Festool products, then you should know full well that NOTHING FROM FESTOOL IS FREE!  There are no additions or accessories included!  You should be happy to get 10 pieces of sandpaper with each new sander.  You should feel lucky that you even get a single bag when you buy a new vacuum!  There are no extras!  You pay for EVERYTHING!  You should have known that!
Click to expand...

Oh trust me I do know. I have bought more then my share of $15 bolts. Sad thing is my dealer ended up making things right for me more so then Festool did. I guess that is the way it should be.... Thanks for all the input fellas
 
Kodi Crescent said:
Juan,

If you've spent 15k on Festool products, then you should know full well that NOTHING FROM FESTOOL IS FREE!  There are no additions or accessories included!  You should be happy to get 10 pieces of sandpaper with each new sander.  You should feel lucky that you even get a single bag when you buy a new vacuum!  There are no extras!  You pay for EVERYTHING!  You should have known that!
Click to expand...

Kodi (and also Sparktrician), stop blaming Juan for this because it is not his fault. Because as a matter of fact, the CT48 is delivered in Europe WITH the handle. You can read Shane's comment above where he aknowledges this and also mentions that that policy has been changed for North America where it comes without the handle. But if you then blatantly use European promotion material with the handle plastered all over it, with specs mentioning 39 inches height instead of the real height, then you're giving off a mixed signal that can build expectations and confuse customers.     
 
Alex said:
Kodi Crescent said:
Juan,

If you've spent 15k on Festool products, then you should know full well that NOTHING FROM FESTOOL IS FREE!  There are no additions or accessories included!  You should be happy to get 10 pieces of sandpaper with each new sander.  You should feel lucky that you even get a single bag when you buy a new vacuum!  There are no extras!  You pay for EVERYTHING!  You should have known that!
Click to expand...

Kodi (and also Sparktrician), stop blaming Juan for this because it is not his fault. Because as a matter of fact, the CT48 is delivered in Europe WITH the handle. You can read Shane's comment above where he aknowledges this and also mentions that that policy has been changed for North America where it comes without the handle. But if you then blatantly use European promotion material with the handle plastered all over it, with specs mentioning 39 inches height instead of the real height, then you're giving off a mixed signal that can build expectations and confuse customers.     
Click to expand...

My apologies then.
 
Juanzilla said:
In response to Spark
Of couse I didnt think it came with a girl....
Click to expand...

it doesn't?

drat.

are their plans to add a girl in the future? maybe part of a combo deal?
 
FulThrotl said:
Juanzilla said:
In response to Spark
Of couse I didnt think it came with a girl....
Click to expand...

it doesn't?

drat.

are their plans to add a girl in the future? maybe part of a combo deal?
Click to expand...

She's being drop shipped to you.

[attachimg=1]

 
An unfortunate experience. Note that the "What's in the Box" list doesn't mention wheels. Are they included? It's a bit snide to compare the handle--which is attached to the vac--to the MFT--which is off in the background. Disconnects like this are inevitable. Extreme positions--"the customer is a moron," or "the vendor is a crook," are not productive. Good customer service is critical.
 
You must log in or register to reply here.

Similar threads

T
CT MIDI 1 Vacuum Problem
Replies
7
Views
613
woodferret
W
O
Thanks Festool!
Replies
1
Views
516
Crazyraceguy
Crazyraceguy
V
Customer Service
Replies
14
Views
2K
jeh
J
D
Felder customer service terrible
Replies
4
Views
387
Drich
D
B
CT MIDI Red light
Replies
3
Views
460
Coen
C
Back
Top