Uk repair service

[jt073]

Lurkers then...  [big grin]

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

I was thinking that JMB's posts were a bit sycophantic.... now we know!

cheers

 

[jonny round boy]

Lurkers then...  [big grin]

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

If someone from Festool UK is posting on here, and not declaring who they are, then I would think that falls foul of the forum rules, doesn't it? [unsure]

 

[Toto]

Well, it will be interesting to see weather a representative of Festool uk has the good grace to make a statement on here. I see the GB crew is starting to gather numbers and feel it can only be a good thing for Festool to man up and give an explanation. The fact is that anyone purchasing a Festool product expects great service to match the item bought and as said earlier we are told "48 HOURS TURN AROUND" I for one have invested an incredible amount of money in to my tools because I know Im buying a quality piece of kit and understand there is a premium to be paid for knowing I have professional back up if and when an item fails. Up to now I have not had any problems with servicing as I have only had one item that needed attention in over 8 years. I hope like most companies these days that the service side doesn't start to let such a wonderful product down.  Festool is noticeably becoming more popular in the UK over the  last couple of years and when watching "home type" shows on TV its great to see contractors with the green and grey tools.
Come on Festool we want to spend our money with you!

 

[jmbfestool]

Well, it will be interesting to see weather a representative of Festool uk has the good grace to make a statement on here. I see the GB crew is starting to gather numbers and feel it can only be a good thing for Festool to man up and give an explanation. The fact is that anyone purchasing a Festool product expects great service to match the item bought and as said earlier we are told "48 HOURS TURN AROUND" I for one have invested an incredible amount of money in to my tools because I know Im buying a quality piece of kit and understand there is a premium to be paid for knowing I have professional back up if and when an item fails. Up to now I have not had any problems with servicing as I have only had one item that needed attention in over 8 years. I hope like most companies these days that the service side doesn't start to let such a wonderful product down.  Festool is noticeably becoming more popular in the UK over the  last couple of years and when watching "home type" shows on TV its great to see contractors with the green and grey tools.
Come on Festool we want to spend our money with you!

Few more on GB crew than it shows I've just not added them all yet (naughty Me)

 

[Administrator_JSVN]

Lurkers then...  [big grin]

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

If someone from Festool UK is posting on here, and not declaring who they are, then I would think that falls foul of the forum rules, doesn't it? [unsure]

Guys, I just searched our member database and there are no members who have email addresses from Festool UK. I am in communications with colleagues in several countries, including Festool UK, when topics come up on the forum to make them aware. I have assisted in coordinating service and other assistance between members and Festool UK in the past. Nothing nefarious or deceptive going on here. We have two moderators that are welcome to independently verify my comments.

This thread was also brought to their attention right after the OP posted. They will be providing a statement, which I will post on their behalf. That said, I'm not up-to-date on their policies and don't know anything about the reported change in service turnaround.

 

[Sweet]

I have mixed feelings about this.

The 'old' repair service was fantastic. I couldn't fault TTS UK for information, accuracy, speed of turnaround and quality of repair. I've also been listened to whenever I've had a query or complaint.

However a recent 'episode' with my Kapex left a huge amount to be desired, but for the assistance of 2 UK members of staff (who sorted a loan Kapex and went the extra mile) I would have been extremely dissatisfied. javascript:void(0)

I hope the TTS group doesn't lose sight of what makes Festool different from all other hand power tool manufacturers and in a push to increase sales they dilute the hard fought reputation that  they have built up for themselves and there tools i.e. R and D, innovation, quality, reliability, spares back up and service.

It seems Festool USA are setting the example of how the support network should be and as if to prove a point, Shane managed to get a post in whilst I was typing this!! javascript:void(0)

 

[bellchippy]

I hope the TTS group doesn't lose sight of what makes Festool different from all other hand power tool manufacturers and in a push to increase sales they dilute the hard fought reputation that  they have built up for themselves and there tools i.e. R and D, innovation, quality, reliability, spares back up and service.

+1

 

[Administrator_JSVN]

Sorry, I've been having some internet connectivity issues today and come to find out, Festool UK had emailed me a statement to post on their behalf and I just got it. My apologies for not getting that shared earlier in the day since it was sent to me almost 12 hours ago.

At TTS GB we strive to offer a top quality service to match that of our machines. With the recent launch of Service All Inclusive, another service we have offered to our loyal Festool customers, this has seen an impact on the workload coming into the service area, which has unfortunately lead to a delay in turnaround of repairs.

We can only apologise for anyone affected by this delay. To cope with the demand we are in the process of recruiting additional personnel into the department so we can resume to our normal  high quality service which our customer deserve.

Should you have any outstanding issues with tools in repair at the moment, then please contact our office on 01284 760791 where we will be happy to provide you with an update.

Thank you for your patience with this matter.

Edit: For those in the UK (and Europe) who are not familiar with Service All-Inclusive, here's the details. Services and policies vary by country, so check your country's Festool website for details.

http://www.festool.co.uk/Service/Pages/Service-overview.aspx

 

[neth27]

Sorry, I've been having some internet connectivity issues today and come to find out, Festool UK had emailed me a statement to post on their behalf and I just got it. My apologies for not getting that shared earlier in the day since it was sent to me almost 12 hours ago.

At TTS GB we strive to offer a top quality service to match that of our machines. With the recent launch of Service All Inclusive, another service we have offered to our loyal Festool customers, this has seen an impact on the workload coming into the service area, which has unfortunately lead to a delay in turnaround of repairs.

We can only apologise for anyone affected by this delay. To cope with the demand we are in the process of recruiting additional personnel into the department so we can resume to our normal  high quality service which our customer deserve.

Should you have any outstanding issues with tools in repair at the moment, then please contact our office on 01284 760791 where we will be happy to provide you with an update.

Thank you for your patience with this matter.

Edit: For those in the UK (and Europe) who are not familiar with Service All-Inclusive, here's the details. Services and policies vary by country, so check your country's Festool website for details.

http://www.festool.co.uk/Service/Pages/Service-overview.aspx

Whats changed ??? Why is there a sudden increase in workload?

John..

 

[ldmillar1981]

Whats changed ??? Why is there a sudden increase in workload?

John..

Only change I see from before is they have halved the trial period. All the other stuff I have got with my pre all inclusive tools.

Regards
Leigh

Edit:
Thanks Shane, don't wanna come across shooting the messenger  [big grin]

 

[ajones]

While it will not help owners who are waiting for machines to be repaired at the moment. it does look like a blip and normal service should be resumed  shortly..

 

[ldmillar1981]

When registering my tools before they have 48 hour service written on the paperwork, my new ehl65 which is par of the all inclusive paperwork no longer give a timeframe for repair.

New
[attachthumb=#]

Old
[attachthumb=#]

Sorry taken on phone

Regards
Leigh

Opps
Pics wrong way around maybe Peter, Seth or Shane would be so kind as to rotate them  [embarassed]

 

[Toto]

I was wondering just the same John ???
But many thanks to Shane for chasing this matter down and keeping us informed.
Still baffled  why no UK officials have actually bothered to correspond directly on here.
Somebody still need to represent UK.
So the challenge is for a UK Festool Rep. or TTS engineer to sign up on here and talk to us.

 

[gazmalman]

Seems I've opened a can of worms here?

The point is my CTL was bought and registered under the 48hr turnaround warrantee, not this 'service all inclusive' thing (terrible grammar BTW). If you are going to change the terms then you could at least inform customers.

There seems to be very little difference between the old contract and the new other than the 48hr commitment? Smells of cost cutting to me.

Its a shame because first time round I was really, really, impressed with the service and was happy to tell anybody who would listen about the fact that the premium price was worth it. If its not broke don't fix it.

 

[jmbfestool]

I think what has happend is festool UK is having alot more tools to repair because over the last 2years festool has grown rapid!!!

You see festool on pretty much every TV Program with trades people!  

I found festool my self on Internet and then going tool show to check it out years ago because I never worked with any one with festool

I have personally "sold" about  9 TS55's   As I know off!! Them people would of sold to others!  

Ive sold Sanders routers! Kapex!   Got another kapex on the sale( Deansocial after using my kapex couple weeks ago wants a kapex and UG stand now after cutting through my UG STAND WITH CIRCULAR SAW! Thanks DEAN!

I have 3mates I have converted fully to festool (i know wouldnt of become festool addicts if not because of me they even told me so) and they have bought loads of festool/protool stuff. They have told me many times they got so and so to buy a TS55 or OF2200 etc because they let them use their tools.     So just from ME ALONE!  I have created a large chain reaction and sold alot of festool tools. Just over 1year.

Now I know I'm not the only one who has started a chain reaction and converted people!

(When I say I "sold" a tool I don't sell tools but I got them to go out and buy the tools for them selfs under my recommendation!)

I was recommending that many people the Dealer I was using started giving me commission.

 

[gazmalman]

So if its grown theres more turnover, if theres more turnover you employ more staff not reduce the service thats got you more turnover!

 

[Kev]

From any business perspective, it's hard to get out from a backlog situation. Reactive v's proactive activity (wait till we need more service technicians v's plan for the amount of service staff based on current sales volume).

It's really just very poor planning and management.

When you're behind you can't take you're experienced technicians away from critical tasks to manage the quality of new staff efforts ... but if you don't, your quality goes down the toilet. A double whammy effect!

 

[jt073]

The statement from TTS GB is rather defensive and diversionary; as already commented, whatever the background to their problems, the issue remains that they are delivering sub-standard service and that is the responsibility of management. They will either correct it and sustain the value in the brand or they will sink.  The devotion of Festool customers (evident on this forum) is very hard won, but will evaporate if taken for granted

As it happens, I am sceptical that the probs are due to a new service packaging and it is a bit irritating to be offered this flannel.

On the positive side, however, there is an acknowledgement that there is a problem and some apparent work going on to resolve it.

Cheers

 

[neth27]

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.

Any news on your repair? Still nothing about mine.... [mad] [mad]

John...

 

[Administrator_JSVN]

Any news on your repair? Still nothing about mine.... [mad] [mad]

John...

John, did you call them at the number they provided? If I can be of assistance, send me your information (full name, tool being repaired, etc.) and I'll forward it to my colleagues in the UK.