Response Time

[Gregor]

He told me the problem was that the systainer isn't a safe way to pack your saw...  [eek] Really?!?!

So far my systainers reached me intact, just being protected from the vandals of the shipment companies by being put into a fitting cardboard box. Including ones containing tools, directly shipped from Festool to me.

One plastic insert was broken as some item made his way to freedom and flew around freely, the insert was replaced by festool two days later. One could argue that the way the foam pieces (that hold the tools in place) are attached to the top could get some improvements to stop them from falling off...

Bottom line: I'm quite irritated by this statement.

 

[dechutes]

Well, got my saw back (packed in the systainer of course) and they replaced the systainer and it has the new plastic moldings for the updated saw.  My saw doesn't fit perfectly, but is acceptable.  Of course I never received any communication from Festool, saw just showed up.  And the bottom of my actual saw is still all marked up, but it doesn't appear any of it was actual damage.  I will try a test cut this weekend and see how it goes.  Can't express my disappointment in Festool and there service.  Looking at Mafell saws now...

 

[dmick]

I'm not sure whats going on with Festools customer service, but it sure seems to be heading down hill. Will we have to speak to a representative in India soon? I bought a DWS Drywall gun and when I received it, it was a demo or a used item!?? The systainer was dirty, the pads you could tell were worn, the tool had marks all over it and a bit was missing!! Ive never had this happen, so I called festool and took my info and called the retailer,etc. or so I thought!? I never heard back from anyone for a few days so I called the retailer and asked them about it and they stated that that is the tool they received from Festool and that I need to deal with them. I was a little irritated, so I called Festool back after not hearing anything for 3 days after I left messages and I told them AGAIN what had happened and told me to return it to where I bought it from! I purchased the tool online mind you and so I called back the retailer, sent it back to them and 23 days later they were still waiting on a new one to arrive!! How in the world it takes this long is complete BS, but called Festool and asked them about it, they looked into it and saw that there was no screw gun on order from the retailer!???? What???? Well after 35 days I got it figured out, but what a friggin nightmare, I will never buy another tool from ACME Tools (Retailer) and am questioning the customer service at Festool as they were wish-washy about helping!

 

[dechutes]

Sorry for the long delay in final post back here.  I finally used the saw this weekend, (yeah, it took that long  :'( ) and the original issue I sent it in for, being out of alignment) is just as bad.  I have to set it to about two degrees positive to have it cut at 90.  I happened to have purchased the pro LTD 5 sander so I had the new lock head adapter for my hose, and I have to say it is much nicer.  Overall I would rate my experience with Festool support at about a 1.5 on a 1-5 scale.  Can't believe how bad it was given there price and how much they harp on great customer service.  Thanks to everyone on here for there advice and support. I will just continue to use do test cuts to get it square going forward as I wouldn't consider sending it back at this point.  The new systainer cut outs have the saw facing the other way.  You wouldn't think that was a big deal, but it means if your right handed you have to turn the saw around to put it in.  Again, not critical, but it way more annoying then I thought it would be, and for a company that prides itself on ergonomics it seems like a serious oversight. 

One last thing, to the rep that told me it isn't safe to ship the saw with the systainer, I'll give everyone one guess as to how they shipped the replacement systainer to me.  Yep with the saw in it.  [big grin]

 

[DB10]

Yeah, not good enough. Unfortunately it is not just only happening in NA, there are plenty of horror stories from down here as well.
When you are sometimes spending two or three times more on a Festool over a Makita or Dewalt do you expect a tool twice or three times better,  no you don't but what you do expect is customer service that is at least on par with the other brands or ideally slightly better or what's the point in service all inclusive.
Festools own words  "Premium quality power tools deserve premium quality service.

 

[ChuckM]

Read this whole thread (from the 1st post on) for the first time and I am really really glad that I decided to spend my money on a non-Festool tool rather than the TS55 REQ package.

I still own four Festool tools including the "infamous" Kapex but they will be the last Festool tools kept in my shop, even though I have never dealt with the Festool repair service. I am a hobbyist enjoying life and woodworking; I don't want to encounter any horror customer/repair service experience found in the Forum and get upset. Life is too short.

 

[sancho57]

This is  thread is interesting to me.
Maybe Im more patient then others I dunno.

I called FT service friday got voice mail, hung the phone up w/o leaving a message called right back got a human.

I think that the phone system because if they are busy they dont want to miss your call.

I ordered some bearings for the CMS sliding table...... Ouch..... they were not cheap which is the norm for FT.

The lady at service put me in touch with tool repair twice due to the price of the bearings to make sure that Im getting the right part.

Festool said I should get the bearing by Friday (2 days ago).

Did they come????

No.

No biggie to me bc FT doesnt control the mail and much like my cars I keep up the maintence on my tools, so if there is a problem (bearings for ex) I get the issue corrected before Im in the middle of a hot job and have to stress over things not being in replaced/ repairs according to my time frame.

Which reminds me since Im setting up my shop , I have to adj my Kapex.

It was a tad off. Using a wood peckers square I could see tad bit of sunlight when checking the cut with their square.

So I will be adj it today,  bc I want it to be ready for the next project which Ill be starting in about 3 weeks after I finish getting the shop set up.

 

[Stone Message]

This is  thread is interesting to me.
Maybe Im more patient then others I dunno.

I called FT service friday got voice mail, hung the phone up w/o leaving a message called right back got a human.

I think that the phone system because if they are busy they dont want to miss your call.

I ordered some bearings for the CMS sliding table...... Ouch..... they were not cheap which is the norm for FT.

The lady at service put me in touch with tool repair twice due to the price of the bearings to make sure that Im getting the right part.

Festool said I should get the bearing by Friday (2 days ago).

Did they come????

No.

No biggie to me bc FT doesnt control the mail and much like my cars I keep up the maintence on my tools, so if there is a problem (bearings for ex) I get the issue corrected before Im in the middle of a hot job and have to stress over things not being in replaced/ repairs according to my time frame.

Which reminds me since Im setting up my shop , I have to adj my Kapex.

It was a tad off. Using a wood peckers square I could see tad bit of sunlight when checking the cut with their square.

So I will be adj it today,  bc I want it to be ready for the next project which Ill be starting in about 3 weeks after I finish getting the shop set up.

Ron,

Could you start a thread about your new workshop - I am sure a lot of people will be interested.

Peter

 

[ChuckM]

Festool said I should get the bearing by Friday (2 days ago).

Did they come????

No.

No biggie to me bc FT doesnt control the mail

That's true and sometimes even the delivery party (USPS, UPS, etc.) itself cannot control the delivery date and time.

But Festool can control the delivery date it tells a customer. FT can learn from Lee Valley Tools which has been very good in keeping its delivery promises. Its trick? Under promise and over deliver. If FT wasn't sure the delivery could be made on Friday, it should give "Monday or Tuesday" (a 48 hour window) as the delivery date. Now, in the unlikely event that the order arrived on Wednesday, it would still be acceptable to most customers, because they have not been promised a Friday delivery. A lot of c.s. is about perception. This trick is not patented by LV or anyone and in fact, my car dealership always tells me a much longer estimated time for a maintenance job than it usually needs.

In 95% (and probably more) of my orders, I get my LV shipments a couple of days to a few days before the stated delivery date. They usually ship by Canada Post, but also by UPS in a few times.

 

[sancho57]

Oh as a follow up, I didnt get them on Fri as they said, but I did get them the following Monday. No biggie, One day off is still well with in my tolerance of patience :>D

 

[sancho57]

This is  thread is interesting to me.
Maybe Im more patient then others I dunno.

I called FT service friday got voice mail, hung the phone up w/o leaving a message called right back got a human.

I think that the phone system because if they are busy they dont want to miss your call.

I ordered some bearings for the CMS sliding table...... Ouch..... they were not cheap which is the norm for FT.

The lady at service put me in touch with tool repair twice due to the price of the bearings to make sure that Im getting the right part.

Festool said I should get the bearing by Friday (2 days ago).

Did they come????

No.

No biggie to me bc FT doesnt control the mail and much like my cars I keep up the maintence on my tools, so if there is a problem (bearings for ex) I get the issue corrected before Im in the middle of a hot job and have to stress over things not being in replaced/ repairs according to my time frame.

Which reminds me since Im setting up my shop , I have to adj my Kapex.

It was a tad off. Using a wood peckers square I could see tad bit of sunlight when checking the cut with their square.

So I will be adj it today,  bc I want it to be ready for the next project which Ill be starting in about 3 weeks after I finish getting the shop set up.

Ron,

Could you start a thread about your new workshop - I am sure a lot of people will be interested.

Peter

[member=11196]Peter Parfitt[/member] ,

I dont think anyone would be interested in looking at my shop buddy.
Its just a garage lined with spur shelving which really saved me a lot of room using the shelving to store all the Systainers and a few converted cabinets that I used to store Systainers/ Sortainers in are now used for storing bits and some supplies.
I dont plan on having a lot of suppplies (stains /finishes hinges, hinge plates etc) as I going to start my own version of the just in time method keeping just what I need to complete the job at hand. Storing stuff takes way to much space.

 

[Stone Message]

Hi Ron  [member=10147]jobsworth[/member]

I think the various people that you were kind enough to invite to your UK home would like to see the new shop. You can learn something from everyone no matter how modest (they think) their workshop might be.

An example...  I dropped in on a friend of mine and he has created a new take on the ubiquitous Bessey clamp rack. It is so nifty neato that I may even make a video about it.

Cheers.

Peter

 

[Bob D.]

Festool said I should get the bearing by Friday (2 days ago).

Did they come????

No.

No biggie to me bc FT doesnt control the mail

That's true and sometimes even the delivery party (USPS, UPS, etc.) itself cannot control the delivery date and time.

But Festool can control the delivery date it tells a customer. FT can learn from Lee Valley Tools which has been very good in keeping its delivery promises. Its trick? Under promise and over deliver. If FT wasn't sure the delivery could be made on Friday, it should give "Monday or Tuesday" (a 48 hour window) as the delivery date. Now, in the unlikely event that the order arrived on Wednesday, it would still be acceptable to most customers, because they have not been promised a Friday delivery. A lot of c.s. is about perception. This trick is not patented by LV or anyone and in fact, my car dealership always tells me a much longer estimated time for a maintenance job than it usually needs.

In 95% (and probably more) of my orders, I get my LV shipments a couple of days to a few days before the stated delivery date. They usually ship by Canada Post, but also by UPS in a few times.

Sounds good but if you are planning to be present when the delivery is scheduled to be made then its not much help. If I had a $1000 order coming from LV, ToolNut, or whoever and they told me it would arrive on Tuesday then that is when I would expect it to be there and if not then an update from the shipper or the seller would be sent to me via text message or email. I wouldn't want to have it left out on the porch in plain sight or find a sticker on my door telling me the next delivery attempt will be tomorrow or you can pick up your item at this address. It's no help if the item arrives a day or two early and no one is there to receive it, especially if it's signature required or you might have problems with items disappearing from your doorstep (not an issue for me so far but you never know).

 

[sancho57]

Hi Ron  [member=10147]jobsworth[/member]

I think the various people that you were kind enough to invite to your UK home would like to see the new shop. You can learn something from everyone no matter how modest (they think) their workshop might be.

An example...  I dropped in on a friend of mine and he has created a new take on the ubiquitous Bessey clamp rack. It is so nifty neato that I may even make a video about it.

Cheers.

Peter

Ok Ill take a snap shot once I get the grandfather clock out and the CMS Stored. Looking foir a place to hang it where I will be easily accessible

 

[sancho57]

Festool said I should get the bearing by Friday (2 days ago).

Did they come????

No.

No biggie to me bc FT doesnt control the mail

That's true and sometimes even the delivery party (USPS, UPS, etc.) itself cannot control the delivery date and time.

But Festool can control the delivery date it tells a customer. FT can learn from Lee Valley Tools which has been very good in keeping its delivery promises. Its trick? Under promise and over deliver. If FT wasn't sure the delivery could be made on Friday, it should give "Monday or Tuesday" (a 48 hour window) as the delivery date. Now, in the unlikely event that the order arrived on Wednesday, it would still be acceptable to most customers, because they have not been promised a Friday delivery. A lot of c.s. is about perception. This trick is not patented by LV or anyone and in fact, my car dealership always tells me a much longer estimated time for a maintenance job than it usually needs.

In 95% (and probably more) of my orders, I get my LV shipments a couple of days to a few days before the stated delivery date. They usually ship by Canada Post, but also by UPS in a few times.

Sounds good but if you are planning to be present when the delivery is scheduled to be made then its not much help. If I had a $1000 order coming from LV, ToolNut, or whoever and they told me it would arrive on Tuesday then that is when I would expect it to be there and if not then an update from the shipper or the seller would be sent to me via text message or email. I wouldn't want to have it left out on the porch in plain sight or find a sticker on my door telling me the next delivery attempt will be tomorrow or you can pick up your item at this address. It's no help if the item arrives a day or two early and no one is there to receive it, especially if it's signature required or you might have problems with items disappearing from your doorstep (not an issue for me so far but you never know).

This was 4 tiny rollers for the CMS sliding table. I dont sweat the small stuff. Now if your talking $1000 dollar orders from a tool company like Tool nut, Bob Marino or when I was in the UK tool fest,  you will usually receive a notice when it is shipped and a tracking number and are able to track the package. So you will know when it is delivered.
If a company didnt provie those I wouldnt do business with them.

I usually plan ahead so in this case the rollers Im not going to use the sliding table for a while yet this was tool maintenance for me.
As Im setting up my shop, Im ordering some more of those boxes for the sortainers that Peter demonstrated in his Storage video.
Do I need them right away?

No, Im planning for my first project once the shop is set up which will be a platform bed for my baby girl. After I build some drawers to convert a nice walnut cabinet I made to place my tv on into a dresser by removing doors and shelves and making some drawers and adding slides (inter changability the beauty of the 32mm system)

Planning to me is one of the most important things for success.

Though granted there are emergancies that pop up things breaking during production. But Im sure festool will expedite the parts to you.

May cost a bit extra but you'll get yer stuff.

Once again no biggie.

 

[ChuckM]

Bob D. link=topic=50743.msg519754#msg519754 date=1503565738

[/quote]

"Sounds good but if you are planning to be present when the delivery is scheduled to be made then its not much help. If I had a $1000 order coming from LV, ToolNut, or whoever and they told me it would arrive on Tuesday then that is when I would expect it to be there and if not then an update from the shipper or the seller would be sent to me via text message or email. I wouldn't want to have it left out on the porch in plain sight or find a sticker on my door telling me the next delivery attempt will be tomorrow or you can pick up your item at this address. It's no help if the item arrives a day or two early and no one is there to receive it, especially if it's signature required or you might have problems with items disappearing from your doorstep (not an issue for me so far but you never know).
[/quote]

I am not familiar with your delivery arrangement and system. Here in my province in Canada, for all the orders I have received from Amazon, Fed EX and UPS, the deliveries were left at the front door, with some pushing the door bell and some don't (but they don't wait for you and will get back to their trucks...the bell just to let you know something is there). They don't need any signature even if it is tracked. My understanding is that they found out and decided it is cheaper to cover any losses with insurance than to waste their delivery people's time to wait for someone to answer the door. I noticed the change about three or four years ago.

I am not talking about $100 orders or small items. Jewellery purchases are handled the same way. In the past, a delivery note would be left on the door telling us a second delivery would be tried or the item was available for pick-up at one of the depots. This is no longer the practice.

Yet, we are talking about two different aspects here: One the delivery by the courier or postal service which is out of the control of a supplier, and the other the allowance of time the supplier gives out for delivery. A supplier can always tell a customer the order is to arrive within 10 business days instead of 5 business days, without pinning itself to a specific single date.

 

[Stone Message]

I now realise how lucky we are in the UK...

With several of the delivery companies I get an email or text giving me a 1 hour window for the delivery. Others might just say am or pm. Very few give you no tracking options.

Some companies allow their staff to use their judgement if you are not in and we always get a note through the door telling us where it has been left - always out of sight or with a neighbour. Others leave a note to say that a delivery will be attempted the following day (because they need a person to sign).

I have never had stuff left at the front door on view from the street.

Peter

 

[ChuckM]

You have the envy of many of us in North America, Peter.

One time, I won a tool package (worth about $300US of Router combo) and the box (big) was left in plain sight on my front door which passing traffic would not miss. At least, our neighborhood crime rates are not high, or ....

Now and then, people complain about damages to their deliveries. I had a few but only one that was severe enough to justify my time to claim a full refund. Either people can't read or don't care about the "Fragile" labels.

But, if any of these happens, no warning labels would help:

or this


or this (throw, push bell, and leave)

 

[sancho57]

Hmmm Ive had somethings left at the door but those were small nit noid things, Ive not had any large boxes left at my door.

I can tell ya this though the courier system in the UK is the one thing I liked about living there. Ill get a text saying when it will be delivered and a texts when its out for delivery and can respond to the courrier if I want the package placed in my back yard, dropped off at the neighbors etc.

 

[sancho57]

Hi Ron  [member=10147]jobsworth[/member]

I think the various people that you were kind enough to invite to your UK home would like to see the new shop. You can learn something from everyone no matter how modest (they think) their workshop might be.

An example...  I dropped in on a friend of mine and he has created a new take on the ubiquitous Bessey clamp rack. It is so nifty neato that I may even make a video about it.

Cheers.

Peter

OK, Ok Ill start  thread in the workshop folder, but my shop isnt anything to write home about but it does scream Jobby as Im a simple sort of guy nothing flashy very basic