Trouble with my 12+3 drill

[Rick Caviglia]

??Bought the new 12+3 drill a few months ago and it's giving me trouble (first time a Festool tool's done so). It constantly stops (as though the battery is low even on a fully charged battery) and won't function again until I remove and reconnect the battery. Anyone else have this problem? Anyone know how to get a hold of the local Festool rep? I'm in the San Francisco Bay Area.

 

[peter halle]

Rick,

[welcome]  to the forum.  Sorry to hear you are having issues with your drill.  The contact number for Festool Customer Service is 888.337.8600. 

Peter

 

[bobbobbob]

Sounds like a call to Festool and talk with a Repair tech.  (888) 337-8600

They are extremely helpful.  I would think if you talk with your local rep, they may end up doing the same thing.  At least you will know right away.  

_ _ _ _ _

Just noticed Peter beat me to it!

 

[Rick Caviglia]

[eek] [big grin]
Guys (Peter and Bob),
Thank you very much for you're quick response.
But before I could even call customer service, they called me (about 30 minutes after I posted!!!!). Oh my God????!!!! I really like my Festool tools (TS55, MFT, Domino, Router, dust collector and drill) and once I bought my first one I was sold, but I've never had or even heard of a customer service department for any company proactively reaching out to one of their customers with a problem. The customer service  rep, Lester, said they search discussion groups and watch for problems. They had my contact information from my previously registering some of my tools with them and they found me. He emailed me a UPS label and was really helpful. Night and day service from what I feel we're used to today (call, stay on hold for 30 minutes and get transfered to Bombay India to someone that's reading a script off their computer screen). I told a friend of mine tonight, who's a cabinet installer and in need of a new drill, about the story and he's going to go look at Festool for the first time.
Thanks again,
Rick

 

[bobbobbob]

Rick,

That's the first time I've heard of a manufacturer calling you on repairs before you even contacted them!  That's too awesome. 

Don't forget to keep the forum here up to date on the specifics since others may have the same problems that you are having.  This is a really great forum with lots to be shared and learned!

 

[jeffinsgf]

.... Night and day service from what I feel we're used to today (call, stay on hold for 30 minutes and get transfered to Bombay India to someone that's reading a script off their computer screen). ...
Rick

You left out the part where the script they're reading in broken English is either the owner's manual that you have in your hands on the tech sheets that you can download from the internet.  To get a real answer, you'll have to be on hold for another half hour to talk to someone who actually knows something -- if you're lucky.  [eek]

 

[Administrator_JSVN]

Rick, I had read your post.  I looked up your contact information in our system and forwarded it over to Lester to contact you.  Generally, I will send a PM to let someone know that we will contact them but I was particularly busy that day and got sidetracked.  I did talk with Lester and follow up and he told me the call tag was issued.  Glad you are satisfied with the service you received.

 

[Neill]

Rick, I had read your post.  I looked up your contact information in our system and forwarded it over to Lester to contact you.  Generally, I will send a PM to let someone know that we will contact them but I was particularly busy that day and got sidetracked.  I did talk with Lester and follow up and he told me the call tag was issued.  Glad you are satisfied with the service you received.

Shane,

You just keep on confirming what we all know, YOU'RE THE BEST!

Neill

 

[bruegf]

Definitely service several orders of magnitude above anything anyone has a right to expect!!

Fred

 

[AlexThePalex]

Definitely service several orders of magnitude above anything anyone has a right to expect!!

I agree. I have never experienced such service anywhere. Excellent.

 

[Rick Caviglia]

[big grin]
Shane,
Just saw your message. Thank you very much for the quick and proactive follow up on my problem. You really impressed me and Festool should be very thankful to have someone like you on their team. Just brought the drill to UPS today and look forward to getting it back. I'm a little anxious because (I'm not sure if this is OK, but I'll say it anyway) I found someone in Europe to sell me the 2009 Centrotec drill bits set and want to try it out asap. You guys should really make these available in the states again. I also just bought the hand sanding blocks set, but noticed that the ones in Europe can be connected to to the dust collector (really cool, should have bought those too). Anyway, I'm sold on your products and plan to continue being a Festool customer.
Thanks again,
Rick

 

[Rick Caviglia]

[big grin]
Got my drill back in 11 or 12 days from the time I shipped it out. Festool followed through and I'm back up and running.
These guys are great, can't wait to see what they come out with next.