Should I be angry?

[Urban Redneck]

I'm doing a last minute trim and paint job this weekend.  Over 400 LBF with Benjamin Moore oil Iron Clad that has to be knocked down to accept primer and their new hybrid paint called Advance.  Same for a bathroom and kitchen (including the  walls and ceilings). The RO 90 and 150 is making the job quick work with little dust.  I'm running low on Granat.  I call the closet dealer which is easily 1.5 hours round trip.  My conversation...  "hi.. do you have any Granat in stock for the RO90 and 150...Anything between 40 and 80 grit will work?".  His response.. "let me check....  Yeah we have Granat for you". My response... "you have it both in round and delta for the 90?".  His response... "yep". So, I drive 35 minutes one way to find they only have Granat for the RO125.  They did have the grits I needed for my machines but only in Brilliant 2.  I spent $130 on paper that I didn't want but I had to get something. Is Brilliant 2 working?  Yes..  Is it what i wanted?  No!  Maybe I should break up with my closest dealer.

 

[erock]

Breaking up maybe harsh.

I'm not sure where you went.  But I found out that woodcraft near me has part time staff .  And a couple times I visited the store the staff had little knowledge

of Festool and other products.  So maybe you just talked to a new employee or a part timer.  If this is the first bad experience with the dealer then don't

sweat it.  After all,  you did get paper that worked.  It's not like the job came to a stopping point right?

Besides,  if this is you closes dealer then you can't break up with it,  it has the toys you want  [big grin].

Eric

 

[Ken Nagrod]

ALWAYS get their name over the phone.  Ask them to hold it for you.  Then, when you get there, if they don't have it, rip 'em a new one!  Make sure to contact the store manager or owner and make a huge issue so it never happens again.  [mad]  [wink]

 

[Kev]

I'm doing a last minute trim and paint job this weekend.  Over 400 LBF with Benjamin Moore oil Iron Clad that has to be knocked down to accept primer and their new hybrid paint called Advance.  Same for a bathroom and kitchen (including the  walls and ceilings). The RO 90 and 150 is making the job quick work with little dust.  I'm running low on Granat.  I call the closet dealer which is easily 1.5 hours round trip.  My conversation...  "hi.. do you have any Granat in stock for the RO90 and 150...Anything between 40 and 80 grit will work?".  His response.. "let me check....  Yeah we have Granat for you". My response... "you have it both in round and delta for the 90?".  His response... "yep". So, I drive 35 minutes one way to find they only have Granat for the RO125.  They did have the grits I needed for my machines but only in Brilliant 2.  I spent $130 on paper that I didn't want but I had to get something. Is Brilliant 2 working?  Yes..  Is it what i wanted?  No!  Maybe I should break up with my closest dealer.

Did they justify their lie? You spent more in time than paper too ... I'd be seriously upset if it was my livelihood being screwed about with!

 

[builderbob]

I order a lot of stuff from the ToolNut and if it's stocked, it's at my door next day (if I order early enough). When I need something ASAP, I call my local Woodcraft. In either circumstance, I make sure I provide the product numbers that I'm looking for. I recognize that most of the Woodcraft employees are part time, so it's much easier for them to punch a 6 digit code into their inventory. I still ask them to visually check if what I need is physically there. If I'm making a specific trip for a product I need, I would not like to be let down. If I have to buy 1, 2 or 3 hundred sheets of paper that I don't really want, I'd be a bit bummed. I would talk with the store manager and try to work it out. I have a very good relationship with the owner and employees of my local brick & mortar!

Best of luck!

Bob

 

[MrToolJunkie]

Bummer...I always order via part number and as others have said, ask for it to be put on hold for you when you arrive.  I understand the frustration -- when you need something, you need it.  A lot of my local dealers do not even stock Granat or what they have is in 10 packs and limited grits...much better success ordering online, but you have to wait.  I went to the abrasive Systainer for most of my paper and I keep a little in the boxes in storage so when I run out in my Systainer, I can place an order and get the replacement stock before I am totally out.

Scot

 

[jacko9]

Contact the store manager and relay to him the circumstances and the time lost for you.  Most small business owners will make it right and correct the issue.

 

[AlexThePalex]

Yeah we have Granat for you". My response... "you have it both in round and delta for the 90?".  His response... "yep".

You have all the right to be angry for being misinformed by your dealer. That's a really bad service.

So, I drive 35 minutes one way to find they only have Granat for the RO125.  They did have the grits I needed for my machines but only in Brilliant 2.  I spent $130 on paper that I didn't want but I had to get something. Is Brilliant 2 working?  Yes..  Is it what i wanted?  No!  Maybe I should break up with my closest dealer.

But why would you be angry for getting Brilliant 2? It is just as good as Granat. Why don't you want good stuff? Hm, weird.

BTW, I have found out that it's unrealistic to expect that you can go to a Festool dealer at any time and walk out with the sandpaper of your choice. It happens very often they don't have it, even here in Holland where Festool is not so much of a rarity and dealers are plenty. It's best to be prepared and make sure you have enough in stock ahead of time.

 

[woodguy7]

I'm kinda with Alex, why don't you want the Brilliant 2.  Brilliant is all I use, is Granat that much better ?  I have never used it.

 

[Kev]

BTW, I have found out that it's unrealistic to expect that you can go to a Festool dealer at any time and walk out with the sandpaper of your choice. It happens very often they don't have it, even here in Holland where Festool is not so much of a rarity and dealers are plenty. It's best to be prepared and make sure you have enough in stock ahead of time.

Good point. ...

Imagine - every grade by every pad size by every type by every pack size. Thats a lot of "waiting inventory" to carry. On top of that you would have several of the "populars". Ouch. Maybe if Festool got it out there to the dealers on consignment it'd be a better stock availability story.

Granat is really good!

 

[Alan m]

i dont think the issue is whether or not they had the paper but rather that they said they did but hadnt .
i would have reservd it as well and got the name of the worker then go to town . that is very bad service .

 

[Urban Redneck]

I'm generally a very understanding guy.  I'm not trying to make a mountain out of a mole hill.  It's just this tool shop is huge and loaded with anything you can imagine.  I bought my first 3 Festools from them and i wasn't exactly thrilled with their service.  I sent Shane an email after the first purchases just to give some "off the radar" feedback.  Of course, Shane was beyond amazing and took my feedback seriously.  Very impressive.  This shop is very very busy selling other products.  I have a feeling they don't move as much Festool.  The issue I have is that I called ahead and he said they have what I needed.  I do like the suggestion to give part numbers for the search.  I was in in middle of the job and my crew needed more paper quickly.  I'm not bellyaching about the B2.  It's great paper and doing the job.  Is it holding it's cut life as long as Granat?  I'll let you know when the job is finished tomorrow.  I've heard great things about Japan Woodworking.  It just tacks on a little more time to become my local dealer.  I usually order online but sometimes you get in a bind when you make a living using Festools.  Thanks for letting me vent.

 

[andvari]

I'd be mad if it interfered with job completion. I'd also start thinking about whether it might be worth keeping a closer track on supplies so as to not be as dependent on local stocks and have to run out in the middle of a job.

Much less stress that way.

 

[greenMonster]

My local woodcraft has generally lousy customer service and zero knowledge about Festool.

If I call, I would do what the above guy suggested and ask them to get the product in question and ask them to hold it for you.

 

[sancho57]

yer gonna not like this comment

But before I start any job I ensure I have what I need to complete it.

I order my paper by the 50 or 100 sheet box and have a systainer for the RO 90 and ETS 150 sand paper, keep them full and I dont have that problem.

Sand paper, screws etc are things I try not to run short of.

 

[BillG]

Lots of good comments, but the fact still remains, he asked for something specific, was told it was in stock, and then it wasn't when he got there.  That is the issue - not whether or not the other paper was as good as or better, or whether he should have stocked up ahead of time.  If I call someone and ask for something very specific, and they tell me they have it, they had better well have it when I get there.  If they tell me they don't have it while I am still on the phone, that's fine, but to be blunt, the person with whom the OP spoke was either lying or incompetent. 

 

[hhh]

==>  the person with whom the OP spoke was either lying or incompetent.

Or simply mistaken…

I’d be pissed, no question... But I’d get whatever sandpaper got the job done and move on…  If it really added Sand to my Vaseline, then I’d send a note to the manager w/ cc:FT... 

 

[DANIELKARL]

I think you will alway need a local dealer and if you nearest is 90 mins away then going to the next nearest dealer is probably not an option.  It is always tempting to act in anger but I think you should keep you goals in mind and do quite the opposite.

Here is my suggestion, I think your goals will be better served if you develop  a closer relationship with one or two persons at the store and always ask to speak to them, ask for them by name and let them get to know you and you them. That way you will get better personal service and will receive  more accurate information. The store still will not have all you need but if you have a personal contact in the store who knows you then you can let them what is in the pipe for your work and what you might get what you need in the near future. I bet the things you ask for  will appear in stock for you,  that is if it is something small like sand paper.

While I am talking about planning I think you should find out what day of the week the store orders from festool, so you can plan ahead and get the stuff you want as fast as possible. I don't suggest this because I want you to have more friends. Rather, because it will serve your goals and get you more of the festool you want faster. 

 

[jacko9]

I think you will alway need a local dealer and if you nearest is 90 mins away then going to the next nearest dealer is probably not an option.  It is always tempting to act in anger but I think you should keep you goals in mind and do quite the opposite.

Here is my suggestion, I think your goals will be better served if you develop  a closer relationship with one or two persons at the store and always ask to speak to them, ask for them by name and let them get to know you and you them. That way you will get better personal service and will receive  more accurate information. The store still will not have all you need but if you have a personal contact in the store who knows you then you can let them what is in the pipe for your work and what you might get what you need in the near future. I bet the things you ask for  will appear in stock for you,  that is if it is something small like sand paper.

While I am talking about planning I think you should find out what day of the week the store orders from festool, so you can plan ahead and get the stuff you want as fast as possible. I don't suggest this because I want you to have more friends. Rather, because it will serve your goals and get you more of the festool you want faster.   

I agree, I have been shopping at Japan Woodworker myself for over 35 years (before they located to their current store) and there are a quite a few very good people down there.  Fred the owner is a great guy but, some of the people answering the phone are not quite as knowledgeable as they should be.  The guys behind the counter in the store are great and if I were you I would ask for them by name when you call.

Jack

 

[Urban Redneck]

Thanks for the comments.  There are some good points.  Yes, I should have taken better inventory before the job started.  Honestly, I'm really good about this practice but I got the call the night before the start.  I bid it a few weeks ago.  The client decided to go away for a long weekend and wanted it done while away.  The best advice on this thread is to request specific product numbers.  But.. at the end of day... I called and thought  I was pretty specific.  I understand mistakes happen.  Luckily, it didn't hold up the job.  However, nearly 2/3rds finished with the job and the B2 doesn't seem to cut enamel as well as the Granat.  It works and the difference is slight at best.   Again, thanks for the tips.