Recon tools - the final stretch - 40% off all tools

My CC charge didn't show up on my account until today and my order went in Tuesday AM soon after the sale started.  I also got my order delivered today.

Mike A.
 
To any of of my customers wondering about why their card has not been charged yet. Running a tad behind, but the charges, but we started charging the cards today. Thanks all for your patience and support.  Enjoy those tools that will be on the way shortly.

B
 
Bob Marino said:
To any of of my customers wondering about why their card has not been charged yet. Running a tad behind, but the charges, but we started charging the cards today. Thanks all for your patience and support.  Enjoy those tools that will be on the way shortly.

B
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Thanks for keeping us in the loop. ^_^
 
It was like Christmas at my house today!

Big thank you to Bob Marino as well as The Woodworkers Club.

 

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Wow, well, I guess no dice for those retailers not able to purchase for their customers at 12am eastern standard time. At this point the west coast retailers may have better luck. And with no limit per customer, imagine that.
 
Walk On Wood said:
It was like Christmas at my house today!

Big thank you to Bob Marino as well as The Woodworkers Club.
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Don't you just love UPS's attempt to hide the boxes ;)

Merry Christmas, the brown santa "the UPS driver" will be dropping off my box today!
 
Can someone help me understand how this works?

This morning at 5:30 a.m., I woke up to put in an order on the recon sale through a dealer for one of the track saws and a T15 drill set.  The dealer put me on hold to call Festool and verify availability, then got back on the phone with me, told me my items were tagged for me or something like that, and took my info.  I received an e-mail verifying the charge to my credit card a few minutes later.  Woohoo!

Fast forward to fifteen minutes ago:  I just received an e-mail letting me know that my credit card was being refunded for the whole amount.  I called the dealer to see what happened, and they said that Festool ran out.

I'm confused.  When they took my order, I thought they called Festool to reserve it or tag it or whatever they do so that I do, in fact, get the item I timely ordered.  Is that not how this works?  Frankly, I'm hitting the "refresh" option on the inventory list regularly and waiting with baited breath to place orders, but if the process is that placing an order -- and getting charged for it on my credit card -- just gives me the right to be told later that Festool ran out so here's your money back, that's a frustrating process.

I was looking forward to the track saw and drill; now I'm just frustrated and empty-handed.
 
Bob - if I ordered Tuesday around lunchtime and haven't gotten an email or cc charge would I assume I'm not a lucky winner? Thank you.
 
Don T said:
That does not sound right at all.  You get someone to explain that.
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Exactly -- that's why I'm asking!  :)

I grilled the dealer's customer service rep to try to understand what happened, but she was not helpful.  She was polite enough, but did not know anything other than the fact that Festool was out, so they refunded the money.  I'm hoping someone here can give me better information, because this is very frustrating.  I understand that if I don't call and place an order fast enough, I miss out.  But if I do call fast enough, and the sales guy calls Festool and verifies availability while I'm waiting on hold, and my card is charged, then it seems I should get the tools.  If that's not how the process works, then the process needs fixin'.
 
Please excuse me for jumping in your thread, Bob, but i think something's fishy and I'm pretty sure we use the same process...

When a customer identifies something on the list that they want, the dealer can put it in the dealer's shopping cart on the Festool Dealer Portal. That item or those items are no longer available to anyone else. They then have 30 minutes to process the transaction. If they are processing a credit card, it can be done during that 30 minutes prior to completing the transaction between the dealer and Festool.

Another detail, the credit card should not be charged at that time, merely "Authorized". The actual charge or funds "Capture" should not take place until all of the goods ship or are picked up.

Tom
 
Kelby,

Apologies for the situation with your order.

Tom did a good job of describing the process and how it works. Dealers do not call us to reserve inventory. It is all done through a website for our dealers and once they add the product(s) to their order, it's held for 30 minutes. This is to give the dealer plenty of time to collect the customer's shipping and payment information.

Sounds like you need to get an explanation from your dealer.

Shane
 
Thanks for the explanation, Shane.  I've followed up with the dealer, as they had given me a very different explanation of how the process works.
 
Received my T12 set today and couldn't be happier.  I've had nothing but positive experiences with the recon program over the years.
 
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