Sad Festool Tale with a Happy Ending

[Ed Surowiec]

    Three years ago ( Feb 08 ) I ordered some tools ( 3 sanders, dust extractor CT33, boom arm accessory and various grit paper) from Festool. All of my projects have required my CT 33 to be mobile. So I never opened the Boom Arm accessory package until last month (Jan 11). While assembling the Boom Arm onto my CT33 I found that an electric extension cord listed on the shipping parts list was missing. After berating myself for not opening all of the boxes upon delivery I decided to send an email to my Festool dealer, a long shot but what the heck. He replied, asking that I send him the part number. All of the numbers I sent in four different emails were wrong. My Festool dealer patiently and politely replied and after four attempts suggested that I fax the parts list. He then replied that the confusion was due to a part number change over the last three years and that he would see what could be done. Well my extension cord arrived today and I want to give credit for OUTSTANDING CUSTOMER SERVICE TO BOB MARINO. Well done Bob, you make the Festool legend come alive.  [big grin]

 

[Brice Burrell]

Yeah, that Bob guy, he's okay. [wink]

 

[DavidCBaker]

That is outstanding customer service.

 

[pdlandgang]

Bob's service has created what we call at my work (based of the book with the same title) is a "Raving Fan".  All managers are required to read it, and the owner demands that we must create "Raving Fan's" with all our clients.  It is an easy read and I think the ideas lack in our economy today.  I my dealings with Bob and Festool they have created with me a Raving Fan.

ps: the authors are Ken Blanchard and Sheldon Bowels.

 

[PeterK]

The problem with Uncle Bob is that he just doesn't listen to me!!!    [eek]

Several times I have ordered small accessories or restocking items. I let him know that I am not in any type of critical need and that he does not need to drop ship from Festool as that costs him quite a bit more. I tell him to ship whenever out of his stock. HE DOES NOT LISTEN!! Yea, he always has things drop shipped and I get my stuff in a day or two. What kind of service is that?  [big grin]

For the last few years, I have been just placing orders with him online, not with phone calls. I had to call Bob the other day to get in on the reconditioned tool sale. I had forgot how much I enjoyed discussing tools and Festool business with him. Thanks Bob.    :-*

 

[Guy Ashley]

:'( :'( :'(

Hey Bob, how about opening a franchise in the UK, that level of customer service is a rarity over here!

 

[batmanrobin]

You guys need to stop with the ataboys for Bob, his heads gonna be tooo big to post his picture on here.

 

[Bob Marino]

 Ed and All,

 Reading this thread made my wife roll her eyes a bit  - because she knows me so well. You are all too kind. Ed, I would like to give thanks to Festool Service for helping to locate that part - different/old skew numbers make chasing down something like that a bit tough... and they sent it right out to you.
 Funny, yes, I did read that book "Raving Fans"  and saw it as a great model of building loyalty. As an "in it for the long term" dealer, I try to approach issues a certain way...but certailnly no better than some of the other such dealers; I just may have a more "vocal" group of customers .  And what you don't always see are the mistakes; lucklily they are  few, but as mentioned many times, one mistake is one too many.
So again, thanks all for the continued support and the over the top accolades .
And now, for my next trick, I'm going to walk on water. ;D

Bob

 

[Wood_Junkie]

And for the now, for my next trick; I'm going to walk on water. ;D

Bob

Bah that's cheating now.. it's all frozen.    [wink]

 

[batmanrobin]

I've just got to see this , so when you get ready to walk on water Bob you make sure you call me and I'm on my way. I don't want to miss it!!!

 

[Sparktrician]

I've just got to see this , so when you get ready to walk on water Bob you make sure you call me and I'm on my way. I don't want to miss it!!!

Psssst!!!  Don't tell anyone, but Bob knows where the rocks are!!! 

[big grin]