Uk repair service

[gazmalman]

Just a heads up for UK owners that festool no longer provide the 48hr service on repairs. They haven't bothered to tell us registered customers even though we've bought tools under the premise that we will only have a bit of downtime on tools. Ive only found out because my CLT that is now with them for the second time has been sat at the service department waiting for someone to look at it for a week now and I'm being advised that it will not be looked at for another few days so its looking like a 2 week+ turnaround.

My tools will be turning a dark shade of blue over the next few years.

 

[ajones]

Hi and welcome to the FOG

That does not sound very good, and a im quite surprised to hear that..

 

[bellchippy]

I had to wait nearly two weeks for a router repair, after a week had to make contact as had not been told what was wrong and how much the repair would be.

 

[gazmalman]

Yeah, I had to email to check that they had the order form, got an email back saying fedex where on their way, had to rush around getting it packed and only just had it sorted for the van arriving an hour after receiving the email. No contact at all until prompted. It was totally different 18 months ago, phone calls to tell me what was happening, sent it wedensday got it back friday. It seems they just can't be bothered.

 

[neth27]

They picked up my Kapex on the 17th. I phoned today as i had no emails phone calls etc, they told me they have not even looked at it yet and they will look at it later this week. I got told there was a back log (i thought there tools were reliable)
Im sorry but there customer service is crap...

John.....

 

[ajones]

They picked up my Kapex on the 17th. I phoned today as i had no emails phone calls etc, they told me they have not even looked at it yet and they will look at it later this week. I got told there was a back log (i thought there tools were reliable)
Im sorry but there customer service is crap...

John.....

Hey I think you did really well for them to agree to look at it after their initial response [big grin]

 

[neth27]

They picked up my Kapex on the 17th. I phoned today as i had no emails phone calls etc, they told me they have not even looked at it yet and they will look at it later this week. I got told there was a back log (i thought there tools were reliable)
Im sorry but there customer service is crap...

John.....

Hey I think you did really well for them to agree to look at it after their initial response [big grin]

[big grin] [big grin] They seem to think you are a bit thick.... As though you have never used a saw before, if i was a diyer i would not be spending a grand on my first saw to play with..

John...

 

[joiner1970]

I just had my of1010 plunge lock fixed that took about 2 weeks. I was happy to wait though as it was out of warranty (just) so it was good of them to do it f.o.c.

Then again the router has never been right and it's been in a few times :'(

Sorted now though hopefully

 

[jmbfestool]

I haven't recently had to send anything for repair so can't comment on how the service is now but  I have had brilliant service in the past.

Jmb

 

[Kev]

German engineering, British repairs ... anyone see anything wrong with this ??  [eek]

Sad to hear service quality is falling of - I'd make it known to Festool HO ... specifically stating how good it has been and how poor it is now. It sounds like either a skills shortage or some form of misguided cost saving (you'd never let an accountant manage a customer service business).

 

[joiner1970]

German engineering, British repairs ... anyone see anything wrong with this ??  [eek]

Oi cheeky.

 

[jmbfestool]

German engineering, British repairs ... anyone see anything wrong with this ??  [eek]

Oi cheeky.

++1

 

[gazmalman]

German engineering, British repairs ... anyone see anything wrong with this ??  [eek]

Almost as poor a combination as aussie cricketers and south african coaches

I do wonder about this though, seems that festools stuff is available a lot cheaper in the UK now since festool got done for price fixing. CTL midi is available for £210 now, would have cost you £350 a year ago. Festools are pretty simple to fix by the looks of things, I'm sure theres no skills shortage, gotta be a cost saving exercise. It'll not save them a penny when I sell the CTL on and buy one of those new GAS35 bosch extractors though. 

 

[ajones]

[thumbs up] Hey give that a try if you think festool service is poor bosch gets the gold medal I would never buy anything off them ever again they are a compete and utter dead loss [2cents]

 

[Kev]

German engineering, British repairs ... anyone see anything wrong with this ??  [eek]

Almost as poor a combination as aussie cricketers and south african coaches

Hah! I was born in Luton [smile]

 

[jt073]

Sadly, I think that the UK TTS Service function has some issues.

I would emphasise that I have always found them very friendly and helpful on the phone and they seem to have the right info (eg warranty registration) readily to hand; however:

- they acknowledge that the lead time on collection is about a week;
- they acknowledge they have a backlog of repairs which means that turnaround time is slow;
- in my experience, cuddly and friendly though they may be (which is nice), the general level of awareness of the products, spare parts and common problems is at times pretty poor.

None of this does justice to the Festool reputation and customer expectations which are derived from the Festool marketing and pricing.  it is not our job as customers to reason why they are in a mess - they really had better realise the damage that is caused in the medium term by letting standards slip, and take appropriate remedial action;  otherwise, they can join all the other great has-been quality brands.

It was suggested above that we should inform Festool HQ - I should hope that they monitor their own forum for valuable feedback on what the experience in the real world is.

cheers

 

[GarryMartin]

It was suggested above that we should inform Festool HQ - I should hope that they monitor their own forum for valuable feedback on what the experience in the real world is.

It's not their forum; it's run by the guys at Festool USA.

We have suggested in the past that as it has turned into an International forum, that it would be in Festool's interest to have country representation online, but I haven't seen anyone from Festool UK join in.

I've tweeted @Festool_GB and one of the Festool UK reps, pointing them at this thread to see if they can provide an official response.

 

[jmbfestool]

It was suggested above that we should inform Festool HQ - I should hope that they monitor their own forum for valuable feedback on what the experience in the real world is.

It's not their forum; it's run by the guys at Festool USA.

We have suggested in the past that as it has turned into an International forum, that it would be in Festool's interest to have country representation online, but I haven't seen anyone from Festool UK join in.

I've tweeted @Festool_GB and one of the Festool UK reps, pointing them at this thread to see if they can provide an official response.

Festool UK are fully aware of this forum and we do have a festool UK rep on FOG just they never come online. 

I have had a letter from festool UK in the past to say if I could reflect my good experience with festool service on fog which I did because I did receive brilliant service.

So they must of read my complaint on FOG to know that I complained.

 

[GarryMartin]

Lurkers then...  [big grin]

 

[ajones]

Lurkers then...  [big grin]

Oh they do post as well, but not as festool UK its done in a more furtive way [wink]