service repair order fail........... again

[Louis@Godfreysjoinery]

Hello again,
It's been a while since my last post and problem regarding festool however I once again have been struck by the unlucky stick with my drill this time slipping into hammer mode of its own accord.
After seeking some advice through the fb discussion group I filled in the repair order online on 14/9/17 and grunted somewhat unhappily at another breakdown.
That bit was easy and that very same instant I received an email confirming my collection for that afternoon, concerned I wouldn't be in I called festool headquarters and spoke to Emma who confirmed the repair order and said it would infact be collected tomorrow being the 15/9/17
Keen to get this drill sorted I cancel that days work and await for the fedex driver to come a whisk my tool away to be repaired......................nobody showed!
Now this as you can appreciate its VERY annoying, I wait from 9-5 as instructed as no specific time can be given.
A days lost earnings and the festool headquarters closes at 3pm on a Friday so I cant make a phone call to express my disappointment.
A phone call today with Charlie confirms that once again they have not instructed fedex to collect any package from my address and never have.
I mean what exactly happened? Why is it so hard to arrange a pickup? What are the office staff doing?
This is once again in my view unacceptable service from a company I have put my money and trust in.
The last time its was a kapex pickup issue and Phil Beckley sorted this out with one phone call, I'm sure he'd rather not deal with these kind of issues but something need to happen to get the office staff sorted.
Its all "were very sorry", "well get it sorted for you", blah blah blah, but it was sorted and you messed it up!!!!
Why don't i take a days earning of you and see how you feel.
Anyhow rant over and back to using the old drill.
Regards,
Louis

 

[AlexThePalex]

More or less my experience with Festool service also. Very disappointing.

But .... I can't believe you take a day off for this. That's on yourself. Instead arrange pick up where you work or send it yourself through the post office.

 

[Louis@Godfreysjoinery]

Hi,
Not just me then, that's a fair point but I don't always work in the same place and I work around the school run with the kids and can't guarantee I'm always going to be there within a certain time frame.
I will be looking into returning the item/ items myself in the future.

 

[RJNeal]

Over on this side of the pond. Festool give you a pick up label for shipping. That Festool pays for on warranty tools heading back to service.
Since I don't have easy ways of printing the label. I mail it out on my nickel.
I find for me the $13 is cheaper than the run around.
So maybe Louis paying for the shipping might be easier on you and you're still can go to work.
Good luck.
Rick.

 

[semenza]

Just a note that pick up and delivery by Fed Ex , UPS, and such seem to be handled differently in different countries or even in different areas in the same country. OP is in UK , I believe.
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It is interesting to find out how things like this work. Here in the USA I can't imagine having to take a day off from work to have a package picked up. Depending on where a person lives it could just be left out for pick up. Or dropped off at any number of shipping locations.

Seth

 

[RJNeal]

Yes thank Seth, I realized that. But was offering a suggestion. Not knowing how much trouble it is or cost to ship/ post over there.
Rick.

 

[ChuckM]

snipe

concerned I wouldn't be in I called festool headquarters and spoke to Emma who confirmed the repair order and said it would infact be collected tomorrow being the 15/9/17
Keen to get this drill sorted I cancel that days work and await for the fedex driver to come a whisk my tool away to be repaired......................nobody showed!
Now this as you can appreciate its VERY annoying, I wait from 9-5 as instructed as no specific time can be given.
A days lost earnings and the festool headquarters closes at 3pm on a Friday so I cant make a phone call to express my disappointment.
A phone call today with Charlie confirms that once again they have not instructed fedex to collect any package from my address and never have.
Regards,
Louis

I could have done exactly the same and stayed home when someone had promised me a date for collection. What I might have done a little differently was I would call Customer Service if no one showed up after lunch to make sure someone from FedEX etc. was in fact coming. I have done that a few times with other appointments (e.g. service appt to fix my lawn sprinklers or air-conditioning). This isn't 20/20 but lesson learned before like Louis.

This example of disappointments, like several others I have read in this Forum and commented before, will repeat itself on a different customer perhaps next time, because we are all seeing the symptom and the root of the problem has never been identified and attended to by whoever in Festool is in a position to. The difference in the delivery systems could be a small factor, but something else under the direct control of Festool is causing most of the hiccups.

 

[Louis@Godfreysjoinery]

Well I spoke to Festool on Monday and arranged another collection from FedEx, a neighbour happened to be working from home which was lucky as I wasn't going to be in this time.
FedEx refused to take the package as the drill wasn't boxed, the drill was in its systainer sealed with zip ties, only the handle was up on the systainer to assist the driver with handling.
Another disappointment, anyhow I again rang Festool and tried to get it sorted to no avail, in the end I texted the GOD of festool, Phil and today the drill was picked up without a hitch.

 

[semenza]

Well I spoke to Festool on Monday and arranged another collection from FedEx, a neighbour happened to be working from home which was lucky as I wasn't going to be in this time.
FedEx refused to take the package as the drill wasn't boxed, the drill was in its systainer sealed with zip ties, only the handle was up on the systainer to assist the driver with handling.
Another disappointment, anyhow I again rang Festool and tried to get it sorted to no avail, in the end I texted the GOD of festool, Phil and today the drill was picked up without a hitch.

Did you end up putting it in a box?

Seth

 

[Phil Beckley]

Well I spoke to Festool on Monday and arranged another collection from FedEx, a neighbour happened to be working from home which was lucky as I wasn't going to be in this time.
FedEx refused to take the package as the drill wasn't boxed, the drill was in its systainer sealed with zip ties, only the handle was up on the systainer to assist the driver with handling.
Another disappointment, anyhow I again rang Festool and tried to get it sorted to no avail, in the end I texted the GOD of festool, Phil and today the drill was picked up without a hitch.

........ [wink]

 

[sancho57]

""FedEx refused to take the package as the drill wasn't boxed, the drill was in its systainer sealed with zip ties, only the handle was up on the systainer to assist the driver with handling.""

Interesting:

When I lived in the UK, I sent my RO150 in for repair, I just sent its systainer that was it.

 

[TacoTraveler]

I was just at Festool Connect listened to the Tanos guy telling how tough the systainers are.  I have been shipping a receiving merchandise via UPS and FEDEX for 40 years and tough or not I would never consider shipping an unprotected systainer no matter how tough it is.  We currently have merchandise in the back shipped from California that was not double boxed and it is a mess with parts missing out of the open box.  I hear a lot on the problems with repairs.  I heard at Festool Connect from the Festool employees that they care for the customer and the product.  I toured their repair area and it was first class.  All the people working there were helpful and knowledgeable so I wonder where the disconnect is.  They spent a lot of money on a great show maybe they need to spend some money to trouble shoot who is dropping the ball on customer service and why.

 

[ChuckM]

The spent a lot of money on a great show may they need to spend some money to trouble shoot who is dropping the ball on customer service and why.

Exactly. By not investigating and addressing the root of the problem IN TIME, the senior management is doing a disservice not only to the "unlucky" customers but also to those good folks who work in the company. It must be demoralizing to the good employees if they see what we see here in the Forum. What I am seeing is not single incidents, but something of a pattern.

 

[Louis@Godfreysjoinery]

Well it's all ended well with the drill returned to me on Friday afternoon and fully repaired.
Big thanks to Phil for all his help!

 

[semenza]

Well it's all ended well with the drill returned to me on Friday afternoon and fully repaired.
Big thanks to Phil for all his help!

Glad it got worked out.  [smile]

Seth