Uk repair service
- Thread starter gazmalman
- Start date
cliffp
Member
- Joined
- Jun 22, 2012
- Messages
- 517
My recent experience of Festool service has been a complete disaster. As I posted on another thread, I bought a CMS TS55R module almost 3 months ago and it has never worked satisfactorily and I seem no nearer to arriving at a solution now. The problem is that it is impossible to make a straight cut due to the riving knife/guard carrier not being aligned with the saw blade. The sequence of events is as follows:
9 April: buy the module
Discover the problem and report it.
Receive replacement guard carrier which doesn't solve the problem
Send saw and module back. Get new replacement saw which has allegedly been checked but which still doesn't work properly.
Local Festool demonstrator makes site visit, is unable to see a problem with the setup or my technique but acknowledges that the cut is not straight (error of more than 1mm in a 30cm length of cut)
Send saw back. Service department spend a couple of hours experimenting with it to try and make it work acceptably (unsuccessfully). They then claim to have received a communication from head office that this is a known problem and order a replacement guard carrier.
I receive this a week later - it turns out to be the wrong part.
I complained verbally to the head of the service department but he just deflected my comments (ie didn't respond to them at all).
I emailed a complaint two days ago and have not even received a holding response.
Today I contacted Festool in Germany and I am hoping to try and deal with them directly.
9 April: buy the module
Discover the problem and report it.
Receive replacement guard carrier which doesn't solve the problem
Send saw and module back. Get new replacement saw which has allegedly been checked but which still doesn't work properly.
Local Festool demonstrator makes site visit, is unable to see a problem with the setup or my technique but acknowledges that the cut is not straight (error of more than 1mm in a 30cm length of cut)
Send saw back. Service department spend a couple of hours experimenting with it to try and make it work acceptably (unsuccessfully). They then claim to have received a communication from head office that this is a known problem and order a replacement guard carrier.
I receive this a week later - it turns out to be the wrong part.
I complained verbally to the head of the service department but he just deflected my comments (ie didn't respond to them at all).
I emailed a complaint two days ago and have not even received a holding response.
Today I contacted Festool in Germany and I am hoping to try and deal with them directly.
ajones
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- Mar 27, 2010
- Messages
- 2,073
Cliff I understand the frustration you must be feeling I would recommend the best, and least painfull way you can resolve the situation is to return the goods to the retailer as they are mot fit for purpose and get a full refund.
and maybe a little further down the rd you could consider repurchasing
You also have to feel a little for Shane and team as they get this detritus dumped on them from the Uk
and maybe a little further down the rd you could consider repurchasing
You also have to feel a little for Shane and team as they get this detritus dumped on them from the Uk
- Joined
- Jan 22, 2007
- Messages
- 8,426
Festoolfootstool said:
Just trying to do what I can to help out. We are one Festool, not divided by the borders of our countries. I'm hoping this all gets sorted out for those with issues quickly.
I did get a follow up on John's Kapex that it should have shipped today. Hopefully he'll let us know that he received it in good order shortly.
Festool machines are used in tough applications every day and must be ready for use again quickly following a repair. Festool SERVICE all-inclusive guarantees quick and professional repairs. Simply follow the instructions below to organise your tool repair:
Quote above is from festool uk website.
I just gave my c15 to my dealer to send for repair. Bit disappointted its stopped working after 2 yrs. Well its under warranty. Dealer said it would be about 2 weeks before I get it back!
When you read whats on the website you feel disappointed, we pay a premium for quality tools with quality service to back it up.
I know things always don't run smoothly but its the way you handle these things is whether you keep people coming back.
The statement above is from the new all inclusive service which says "guarantees quick and professional repairs" , on my warranty confirmation it shows 48hr repair service.
If this has changed for existing tools festool should inform us.
If they are having problems with quick turnaround of repairs, perhaps they should put a statement on the website.
Anyway my rant over, coffee has kicked in now, better do some work... now where's my c15 [smile]
Quote above is from festool uk website.
I just gave my c15 to my dealer to send for repair. Bit disappointted its stopped working after 2 yrs. Well its under warranty. Dealer said it would be about 2 weeks before I get it back!
When you read whats on the website you feel disappointed, we pay a premium for quality tools with quality service to back it up.
I know things always don't run smoothly but its the way you handle these things is whether you keep people coming back.
The statement above is from the new all inclusive service which says "guarantees quick and professional repairs" , on my warranty confirmation it shows 48hr repair service.
If this has changed for existing tools festool should inform us.
If they are having problems with quick turnaround of repairs, perhaps they should put a statement on the website.
Anyway my rant over, coffee has kicked in now, better do some work... now where's my c15 [smile]
Trans former
Member
- Joined
- Jan 15, 2013
- Messages
- 68
I have also had a very poor ordeal with the uk festool repairs service, I wont go into the details as it is all terribly dull but it took 4 weeks to receive my machines back,
(thats 624 hours late)
Im not that fussed it took so long in the end, its great to have my machines fixed and returned its just the communication was so poor, no indication of how long it may take and no actual apology for the failure to achieve the service that was promised to me. after all we have all pre paid for this service.
"Im very sorry sir and I have put something in the post for you to show our appreciation of your commitment" would go a long way Mr uk festool dude.
we love you festool please show some love back
(thats 624 hours late)
Im not that fussed it took so long in the end, its great to have my machines fixed and returned its just the communication was so poor, no indication of how long it may take and no actual apology for the failure to achieve the service that was promised to me. after all we have all pre paid for this service.
"Im very sorry sir and I have put something in the post for you to show our appreciation of your commitment" would go a long way Mr uk festool dude.
we love you festool please show some love back
- Joined
- Jan 22, 2007
- Messages
- 8,426
Just a reminder, my colleagues in the UK had this to say:
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.
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.
Trans former
Member
- Joined
- Jan 15, 2013
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- 68
Shane Holland said:
sorry but, should uk festool have any outstanding issues with the repair of our tools then they should contact us on the number we put on the repair form. surely! no?!
ldmillar1981
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- Joined
- Jul 30, 2012
- Messages
- 157
I think our uk service guys need some lessons from our us friends! I vote Shane as festool international ambassador, with a big pay rise of course [big grin]
I second what trans former said a little communication goes a long way!
I second what trans former said a little communication goes a long way!
Got my c15 back today from my dealer. Been with festool repair for 2 weeks. Seems to work ok, ut haven't used it on a job yet.
Bit disappointed with very long repair and no communication from festool, had to get dealer to keep chasing up.
Also in the past when i have had tools repaired by festool they have come back really clean, this time c15 looked the same as when i sent it, no dust had been cleaned from from grills and round chuck area.
Didn't have any paperwork with it either, telling what had been replaced etc.
Not impressed at all. Festool uk need to sort this out otherwise they will start to lose customers old and new.
I have always recommended festool mainly because of their back up and customer service.
Lets see what happens.
I emailed festool uk today to see what they have say and give them some feedback
Bit disappointed with very long repair and no communication from festool, had to get dealer to keep chasing up.
Also in the past when i have had tools repaired by festool they have come back really clean, this time c15 looked the same as when i sent it, no dust had been cleaned from from grills and round chuck area.
Didn't have any paperwork with it either, telling what had been replaced etc.
Not impressed at all. Festool uk need to sort this out otherwise they will start to lose customers old and new.
I have always recommended festool mainly because of their back up and customer service.
Lets see what happens.
I emailed festool uk today to see what they have say and give them some feedback
BuilderJay
Member
- Joined
- Jan 11, 2017
- Messages
- 5
Hi guys,
Old thread I know but I've just sent my hkc 55 in for repair due to a broken spring on the plunge function.
Good service so far! Sent in repair request on Monday at 8:00. Had an email at 10:36 saying it would be collected on this very day!
Collected at 14:11 by FedEx.
Text from +49 area code (Germany) saying that they had received it on Tuesday 7th March at 10:50.
So far so good.
Let's see what happens next!
BJ
Old thread I know but I've just sent my hkc 55 in for repair due to a broken spring on the plunge function.
Good service so far! Sent in repair request on Monday at 8:00. Had an email at 10:36 saying it would be collected on this very day!
Collected at 14:11 by FedEx.
Text from +49 area code (Germany) saying that they had received it on Tuesday 7th March at 10:50.
So far so good.
Let's see what happens next!
BJ
BuilderJay
Member
- Joined
- Jan 11, 2017
- Messages
- 5
Update.
Text today at 13:00 hrs saying HKC has been collected by courier.
I reckon it will be with me tomorrow!
Text today at 13:00 hrs saying HKC has been collected by courier.
I reckon it will be with me tomorrow!
BuilderJay
Member
- Joined
- Jan 11, 2017
- Messages
- 5
All back by the Friday.
So emailed on Monday. Delivered back same week on the Friday.
Can't be happier than that!
So emailed on Monday. Delivered back same week on the Friday.
Can't be happier than that!
well reading the posts i have had to register and chip in , i recently called festool uk my pdc had bit the dust i explained it was a month out of warranty and hoped for the best the lady could not of been more helpful they picked it up repaired it and sent it back free of charge, i don't care if it wasn't 48 hours or how clean it comes back, I'm very happy, festool uk probably isn't perfect, but who is , they didn't have to do that for me but they did
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